需求分析阶段是一个能够直接了解客户需求、正确认识到用户需求的途径。目前，
随着银行信用卡发行量的增加，信用卡应收账户处理以及风险管理日益繁重，商业银
行在银行业面临巨大的机遇与挑战。商业银行的电话催收业务量不断增加，需求分析
对于信息系统的开发具有重要性的作用
GF 银行是我国第一个信用卡股份制商业银行，其信用卡业务发展在我国信用卡发
展史上具有举足轻重的作用。随着 GF 银行信用卡中心发卡量的不断增加，电话催收的
业务量也相应增加，人员的增加却难以拥有匹配的速度。与此同时，GF 银行对信贷风
险的管控也面临着越来越严峻的挑战，对效率的要求也越来越高。如何有效地提高工
作效率，成为当前 GF 银行电话催收中心的首要解决的问题
目前 GF 银行电话催收中心仍采用传统追缴方式，即仅是通过手工拨打电话，其工
作效率低下，越来越不能满足信用卡的快速发展。业务的需求就是有必要采用低成本
高效率的自动拨号外呼系统（即追缴系统）来代替手工拨号来支撑业务发展的需要
本文研究的主要内容是基于 GF 银行信用卡中心系统需求分析为基础，应用子系统
划分、企业业务流程再造等相关理论及对业务需求进行建模和分析，重点对业务流程
进行梳理，也对追缴系统核心模块 IVR 进行分析，同时整理了各个模块升级的需求，
从而提出了提高 GF 银行催缴中心系统催收新的业务流程，其可具备全面的催收数据管
理手段，不但可以有效提升催收人员的作业效率和管理人员的管理效率，而且能极大
提升催收部门的人均产能，从而能较大程度地降低人力和非人力资源成本、管理成本
通过需求分析，GF 银行追缴系统建设在未来仍有较大提升的空间，可以在质量管
理能力及客户数据深度分析方面有更加大的突破
关键词：信息系统需求分析；追缴系统；UC 矩阵；BPR 理论；IVR 分析
I广东工业大学硕士学位论文
Abstract
Demand analysis is the most critical step in a system development process, and the
follow-up to system development is based on the results of the requirements analysis.
Demand analysis refers to the problem to be solved in detail the analysis and processing, to
clarify the requirements of the problem. The process mainly includes demand acquisition,
demand research and needs review of these stages.
The requirements analysis phase is a way to directly understand customer needs and
correctly recognize user needs. At present, with the increase in bank credit card issuance,
credit card accounts receivable and risk management increasingly heavy, commercial banks
in the banking industry is facing enormous opportunities and challenges. The increase in the
amount of telephone collection business in commercial banks is increasing, and demand
analysis plays an important role in the development of information systems.
GF Bank is China&39;s first credit card joint-stock commercial banks, the development of
its credit card business in the history of China&39;s credit card has a pivotal role. With the GF
bank credit card center issuing volume continues to increase, telephone collection of
business volume is also a corresponding increase in the increase in staff is difficult to match
the speed. At the same time, GF Bank&39;s credit risk control is also facing more and more
serious challenges, the efficiency requirements are getting higher and higher. How to
effectively improve the efficiency of the current GF Bank telephone collection center to
solve the problem.
At present, GF Bank telephone collection center is still using the traditional way of
recovery, that is, only by hand to call, its work efficiency is low, more and more can not
meet the rapid development of credit cards. Business needs is the need to use low-cost and
efficient automatic dial-up call system (ie, the recovery system) to replace the manual
dial-up to support business development needs.
The main contents of this paper are based on the CRM bank credit card system needs
analysis, application subsystem division, business process reengineering and other related
theories and business needs modeling and analysis, focusing on business processes to sort
IIAbstract
out, but also to recover the system Core module IVR analysis, and finishing the needs of
upgrading the various modules, which proposed to improve the GF bank call center system
to collect new business processes, which can have a comprehensive collection of data
management tools, not only can effectively improve the efficiency of the collection staff And
the management efficiency of managers, and can greatly enhance the per capita capacity of
the collection department, which can greatly reduce the human and non-human resources
costs, management costs.
Through the demand analysis, GF bank to recover the system construction in the future
there is still much room for improvement in quality management capabilities and customer
data depth analysis has a greater breakthrough.
Keywords: information system requirements analysis; Recovery system; UC matrix; BPR
theory; IVR analysis
III广东工业大学硕士学位论文
目录
摘要......I
ABSTRACT ... II
目录...IV
CONTENTS...........VIII
第一章绪论...1
1.1研究背景...........1
1.2国内外研究现状...........1
1.2.1研究现状....1
1.2.2存在的问题.2
1.2.3简述商业银行信用卡的发展........3
1.3研究目的及意义...........4
1.4研究内容...........5
第二章需求分析的相关概念界定及理论综述.......7
2.1信息系统需求的理论概述.......7
2.1.1需求的定义.7
2.1.2需求分析阶段的特点........8
2.1.3需求分析阶段的意义........8
2.2信息系统的需求建模和分析方法.......9
2.2.1问题框架方法.........9
2.2.2基于目标的方法.....9
2.2.3消息序列图...........10
2.2.4问题框架和目标相结合的技术..10
2.3信息系统的子系统划分.........10
2.3.1子系统划分的目的与原则..........10
2.3.2子系统划分的方法..........11
2.4 UC 矩阵分析方法.......12
2.4.1 UC 矩阵概述........12
2.4.2 UC 矩阵分析方法的步骤13
IV目录
2.4.3 U
。。。以上简介无排版格式，详细内容请下载查看
==>>