For the hotel service industry, providing customers with high-quality services and meeting their individual needs has become the key point for enterprises to win in market competition and ensure growth of profit. In the fierce market competition, if a hotel wants to gain a dominant position and achieve long-term development, it must establish a set of effective customer relationship management (CRM) systems to guide the practice. Of these, one of the most critical aspects is to strengthen customer information management [1]. The customer management system CRM is a brand new management concept, which enables enterprises to analyse and mine customer information to accurately identify customer needs; this is of great significance to improve customer service quality, customer satisfaction and hotel profits [2].

The Gartner Group first proposed the concept of CRM: CRM actually helps companies to communicate with customers in an all-round way at the management level, so as to maximise the interests of customers. Since then, many experts and scholars at home and abroad have begun to study CRM [3]. Stanley A. Brown, Jill Dych and Joe Peppard examine the implementation of CRM in the telecommunications, retail and financial industries. On the basis of summarising practical experience, many foreign scholars have expressed their opinions on the problems existing in the implementation of CRM. These research results provide a certain reference point for Chinese enterprises to implement CRM. As a solution, CRM covers the most advanced computer technologies such as data mining, E-Business, data warehouse and related hardware technologies. With the development of information technology and the popularisation of the Internet, CRM has gradually become a new management model. Customer Relationship Management System (Customer Relationship MIS) is an important part of it [4]. CRM, as a professional enterprise management software, integrates the management concepts of sales and publicity. This is especially the case in Western countries. In terms of computer information management and network applications, the United States is ahead of the world in its informatisation construction in multiple industries. On the one hand, the United States has expensive human resources as a representative of Western countries. Because of this, it actively introduces computer information technology to improve the work efficiency. On the other hand, its computer technology is also directly used in the world. The construction of information resources in the United States started early and developed rapidly, and has now reached a fairly high level; whereas the construction of information resources in China has just started and is still in its infancy, but is developing rapidly. According to statistics, the high-end hotel industry (four-star, five-star hotel, etc.) in Western developed countries began in the 1970s, and the latest computer management system was introduced to the design and implementation of the WEB-based hotel information management system and information management in the daily affairs of the hotel. With the popularisation and application of computer network technology (Computing Network, Computer Network), many foreign high-end hotels have provided global reservation services and 24-h Internet reservations for rooms [5]. Compared with developed countries in Europe and the United States, China's business hotel industry, especially the small and medium-sized private business hotels, lags behind in management mechanism and management mode, dealing with the groping state of learning while walking. However, most of the high-end business hotels in China have the background of foreign capital, because the management model and management technology are also related to the management model and software technology introduced abroad [6, 7, 8, 9, 10]. With China's entry into World Trade Organisation (WTO), Chinese enterprises will directly face the competition of foreign multinational corporations [11, 12]. In order to be invincible in the fierce international competition, the Chinese must improve their management and technical levels as soon as possible. One of the most critical issues is how to strengthen management and reduce costs [13, 14, 15].

Therefore, based on the implementation of CRM, this paper aimed to design and develop a set of CRM hotel management system that meets the needs of small and medium-sized hotels to realise the functions of departmental information sharing, customer information sorting and value mining, and improve hotel service quality.

Performance is a defining term between performance and work effect, efficiency. Literally analysed, ‘performance’ is ‘industry’, which reflects the profit goal of the enterprise, ‘efficiency’ is ‘effect’, ‘efficiency’, ‘attitude’ and ‘practice’ is ‘square’, ‘law’, It reflects the maturity of enterprise management. From the perspective of management, performance is the result of various actions that an organisation or a person adopts in order to achieve certain goals. It includes both direct and indirect results. In these achievements, there are both tangible results and intangible factors [16, 17, 18, 19, 20]. Performance view is a management phenomenon. Performance and effectiveness are two concepts at different levels [21]. Performance is multidimensional, multifactorial and dynamic. The multidimensionality of performance requires evaluators to evaluate from multiple aspects and angles; the multi-factor of performance requires that evaluators must fully consider the external environment, personal wisdom, corporate emotion, corporate technology, corporate knowledge structure, corporate incentives and other influencing factors; the dynamic nature of performance requires that evaluators must evaluate from the perspective of development and contingency [22, 23, 24]. Modern enterprise performance management theory believes that enterprise performance is divided into three levels: individual performance, departmental performance and organisational performance.

After the establishment of the performance index system for star-rated hotel managers, the next step is to construct a judgement matrix. It should be noted that the elements are compared to determine their importance, which is the work to be done when judging the matrix [25, 26, 27]. Using the AHP, each evaluation index is first decomposed into a number of basic molecules that are relatively independent and have a certain relationship with each other; then the expert scoring method is used to calculate the weight value of each layer index; finally, the comprehensive evaluation value is obtained through the consistency test. The specific process is to compare the relevant factors at the same level with each other, and analyse the relevant factors at the next level on the basis of the indicators at the previous level. Taking

According to the judgement matrix constructed above, the weight of each evaluation index in the index layer of the star-rated hotel management personnel performance evaluation system is calculated. The calculation steps are as follows:

Step 1: Calculate the eigenvalue

Step 2: Get the feature vector that is the weight;

Step 3: The eigenvector X solved in Step 2 corresponds to each index in the index system, so as to obtain the weight of each evaluation index in the index system. The specific steps for calculating the weight of each indicator are as follows:

Step 1: Find the product of the multiplication of the elements of each row in the judgement matrix

Step 2: Let

Step 3: For normalisation, the equation is as follows:

It is very important to do the consistency test. Since the object to be evaluated may have both complex and variable attributes at the same time, the constructed judgement matrix has unreasonable phenomena, and there will be large deviations, so consistency testing must be carried out. Overall consistency is required. Consistency test is an indispensable link, and the operation steps are as follows:

Step 1: Set

Step 2: Calculate the test coefficient

1. Fuzzy set and membership function. Any mapping from the universe

When the universe of discourse

2. Ordinal notation:

3. It is represented by the vector method, as follows:

For a fuzzy set

1. Call the Fuzzy set

The corresponding membership degrees

2. Fuzzy set

First, quantify each element on

The resulting vector is obtained from the calculation. Combining matrices

The core of performance management is performance evaluation and performance evaluation, which are the three elements of performance management as we often say [28, 29, 30]. As a bridge and link between performance management and performance evaluation, performance evaluation plays a vital role in the entire performance management process, and its results directly affect the final expected effect. Performance management is a difficult point in modern enterprise management. The difficulty is rooted in the question of performance evaluation, and how to make use of performance evaluation methods to improve both personal performance and organisational performance, so as to improve the realisation of corporate strategic goals and their impact on human resources [31, 32, 33, 34, 35]. It is difficult for managers. Therefore, how to effectively evaluate the performance of employees has become a problem worth exploring. This paper first introduces performance management and its related concepts, then analyses some performance management problems commonly existing in China's enterprises and, finally, proposes solutions.

First of all, CRM is a management concept that originated from the Western marketing theory and originated and developed in the United States. The main goal of CRM is to provide enterprises with a customer-centred management model, so that enterprises can improve their competitiveness through effective management of customers, and then achieve profitability. CRM emphasises customer satisfaction and value creation of effective communication between enterprises and customers through CRM. It helps enterprises to obtain higher profits, provide customers with better services, and ultimately achieve a win–win situation for enterprises and customers. At the same time, it also brings about good reputation and image to the enterprise. Therefore, CRM has become one of the prime focuses of today's business community. CRM is a brand new concept. Its purpose is to improve the service level of enterprises to customers. It is a complex system which involves many aspects, the most important of which is how to establish an effective management mechanism. Third, CRM can collect more sales data to help business managers better understand customer information. Data modelling and analysis technology can extract useful value information from a large amount of business data, reduce enterprise management costs and can also convert stored information into analysis information. As a solution, CRM covers cutting-edge computer technologies such as Web technology, data analysis and E-Business technology. The connotation of CRM includes information technology, relationship value and customer value.

The CRM system is mainly designed to collect customer consumption data, which includes the customer itself, and the activity information between the customer and the enterprise. A large amount of data is generated in the process of data consumption. After data processing and integration, these data can help the internal personnel of the enterprise to conduct profit analysis, consumer group analysis and product value-added sales. These data have the characteristics of large amount of data, various types and wide distribution, which pose certain difficulties for data analysis. Traditional data processing methods can no longer meet the needs of modern hotel management, and data mining can effectively solve this problem. The collection of the system is mainly to collect information related to customers through the network, telephone and front desk, and to integrate, analyse and mine the data through the database of the information system, mainly for customer categories, customer value and customer satisfaction. To support the decision-making management of the hotel, Figure 1 shows the CRM analysis process based on the hotel network.

The core of performance management is performance evaluation and performance evaluation, which are the three elements of performance management as we often say. As a bridge and link between performance management and performance evaluation, performance evaluation plays a vital role in the entire performance management process, and its results directly affect the final expected effect. Performance management is a difficult point in modern enterprise management. The difficulty is rooted in the question of performance evaluation, and how to make use of performance evaluation methods to improve both personal performance and organisational performance, so as to improve the realisation of corporate strategic goals and their impact on human resources. It is difficult for managers. Therefore, how to effectively evaluate the performance of employees has become a problem worth exploring. This paper first introduces performance management and its related concepts; then analyses some performance management problems commonly existing in China's enterprises and, finally, proposes solutions.

Before carrying out specific functional analysis on it, it is necessary to clarify the various users of the system and the corresponding functional requirements. This system is mainly aimed at the following types of users: (1) hotel customers, (2) hotel staff, (3) senior management of the hotel and (4) the system administrator. For hotel customers, including those who have already stayed at the hotel and potential customers who can conduct various information inquiries, consultations and reservations for the hotel through the system, the system also provides corresponding customer membership management functions. For the general staff of the hotel, the system can be used for the reception, general customer information and query management, customer check-in and check-out management, the corresponding financial information management and other functions.

Judging the importance of the elements of the previous level for each element of the star hotel index weight from F11 to F42, and expressing it with numerical values, a judgement matrix is formed. The weight survey scale of the judgement matrix is as follows: assuming

Calculate the product _{i}

Compute the

Normalise the vector, that is,

In order to ensure the credibility of the calculated weights, the consistency test of the star-rated hotel judgement matrix is required.

First, calculate the consistency index:

_{max} is the characteristic root of the judgement matrix, and

_{i}

_{i}

Calculate the product of the elements of each row of the judgement matrix

Compute the 4th root of _{i}

Consistency check

As far as the customer is concerned, it is necessary to provide the customer's online registration and information entry function information first, so that the customer can modify the login name and password, query historical records and points, and so on. Customers can also fill in ID card information, name information and historical check-in records through their mobile phones; the hotel can set the corresponding discount parameters according to different customer categories and category levels, and the hotel management personnel can upgrade the level through points;

Requirement analysis of online registration and input information use case

Use case description | Online registration and entry information |

Use case description | Provide hotel customers with the function of online registration of hotel members and personal check-in information |

Detailed analysis of use cases |
Fill in the registration information online Fill in the check-in information online Check-in information change Information submission and background processing |

Use case usage restrictions | Customers only |

Information query instructions | Specifically provided by other use cases |

Supplementary description of needs | No |

This function is for the exclusive use of the first-class reception staff at the front desk of the hotel. It can enable the hotel front desk staff to quickly grasp the basic situation and needs of the guests during the busy reception process, and make timely and correct responses, thereby improving the efficiency of the hotel, reducing the workload of manual services and simplifying the information management of the hotel saves costs. The system can be divided into two parts: the foreground and the background. The front part includes guest information management module, guest room management module, reservation information management module and so on; while the background part includes customer information management module and information statistics management module. The functions of this system for hotel front desk staff include real-time check-in and reservation status of rooms, registration of customer check-in information, registration of customer check-out information and registration of settlement information (Table 2).

Demand analysis of customer status query use case

Use case description | Online registration and entry information |

Use case description | Provide real-time check-in, reservation and other status query of all rooms |

Detailed analysis of use cases |
Real-time room check-in information query Room recent reservation information query Room rate information query Discount information query |

Use case usage restrictions | Hotel management only |

Information query instructions | Display brief information of check-in customers |

Supplementary description of needs | For customers who have checked out but have not been arranged, so cannot provide instant check-in Rooms are flagged in query results |

Room configuration management is to provide hotel managers with the function of configuring and managing all rooms. Specifically, the room configuration work requires hotel management personnel to manage the room number and the control card of the rooms on each floor of the hotel, provide information for different types of rooms, set prices, and set discounts and discounts management of internal item setting information. At present, most hotels in China use a manual configuration management, which is inefficient and prone to errors. With the development of information technology, the computer management system has become an indispensable part of hotel management. The computer management information system can improve management efficiency and quality. For a business hotel, it is necessary to set the corresponding room number according to the floor and the number of rooms, and at the same time register the information about the access control card corresponding to each room. At the same time, different types of rooms have different information marks, price settings and preferential discounts. The hotel management needs to be set and changed uniformly, and the information of all items in the room needs to be registered accordingly, which can be managed in the system.

The hierarchical structure of the department is divided into target layer, dimension layer and assessment layer from top to bottom. Combined with the concept of ‘MBO + BSC + KPI’, the performance management objectives of the catering department are decomposed layer by layer: the target layer is the performance management target, and the dimension layer is based on the balanced scorecard dimension. The financial indicators include basic data (income, profit, etc.) and non-financial data such as customer satisfaction, employee satisfaction and other indicators; non-financial indicators mainly include strategic direction, corporate culture and organisational structure. Finally, each indicator is scored and ranked by means of a questionnaire survey. According to a large number of hotel literature and several management interviews, the four dimensions of the Balanced Scorecard have covered the performance appraisal content of five-star hotels, as shown in Figure 2.

The judgement value

By constructing a judgement matrix based on the judgement values scored by 13 hotel experts, the key performance indicators of the hotel are analysed hierarchically. The main steps to determine the weight of the key performance indicators to the target layer are as follows. The first step is to obtain the weight of the lower layer to the upper layer. For the target layer, determine the importance of each dimension of the dimension layer; for each dimension, determine the weights of the key performance indicators at the appraisal level, as shown in Table 3.

Weights of the lower layer to the upper layer

The weight of the dimension layer to the target layer | 0.472257890 | 0.315819567 | 0.095429432 | 0.116897369 |

The assessment layer has weights for each dimension | 0.104596870 | 0.13601156 | 0.648328790 | 0.549944895 |

On the basis of the proportions of various performance indicators that have been obtained, the original proportions are reasonably adjusted according to the actual situation of the catering department, as shown in Table 4.

Weights of various types of hotel indicators

Financial dimension | 0.47 | 0.43 |

Customer dimension | 0.31 | 0.32 |

Internal process dimension | 0.1 | 0.1 |

Learning and growth dimension | 0.12 | 0.15 |

Total | 1.00 | 1.00 |

Through the investigation, first-hand information such as the financial situation of the hotel and catering department, customer consumption satisfaction, internal operation status, employee training and current status is obtained, the specific values and ratios of the key indicators of the hotel and catering department are basically determined, and the relevant performance indicators are defined. General assessment standards, and then through interviews with 13 experts, to clarify the target value of the key indicators measured in recent years and the changes in assessment standards, to confirm and adjust the target value and evaluation system of the hotel's key performance indicator system, as shown in Table 5.

Hotel performance appraisal index system

Financial dimension | Annual turnover | During the assessment period, the turnover reached 210 million yuan | 0.04 | 6 points for every 1% increase, 8 points for every 1% decrease |

Return on assets | Return on assets Return on assets reached 13% during the assessment period | 0.23 | 10 points for every 1% increase, 10 points for every 1% decrease | |

Planned Sales | During the assessment period, the planned sales at the beginning of the period were successfully completed | 0.06 | 10 points for every 1 increase, 15 points for every 1% decrease | |

Customer dimensions | Customer Satisfaction | During the assessment period, customers who received random surveys scored an average of 85 points on the catering segment | 0.05 | 5 points will be added for every 5 points increased, 10 points will be deducted for every 5 points decreased, and no points will be added or decreased if the fluctuation is less than 5 points. |

Customer Complaint Resolution Rate | Customer complaints are resolved during the assessment period | 0.04 | 15 points for every 1% reduction | |

Internal business process dimensions | Safety and health compliance rate | During the assessment period, there were no safety incidents and no customer complaints against hygiene | 0.06 | 20 points for a safety incident and 12 points for each health complaint |

Incompleteness rate of low-value consumable items | The low-value consumables in good condition at the end of the assessment period account for 75% of all low-value consumables | 0.01 | 2 points for every 1% increase, 2 points for every 1% decrease | |

Incompleteness of fixed assets | Fixed assets that are still in good condition at the end of the assessment period account for 95% of all fixed assets | 0.03 | 5 points for every 1% increase, 10 points for every 1% decrease | |

Learning and growth dimensions | Employee training pass rate | The employees who participated in the training and were able to work normally during the assessment period accounted for 90% of all employees who participated in the training | 0.08 | 5 points for every 1% increase, 5 points for every 1% decrease |

employee turnover | During the assessment period, employees who have undergone job adjustment and change within the catering department accounted for 45% of all employees | 0.03 | 5 points for every 1% decrease, 10 points for every 1% increase | |

Employee turnover rate | Employees who voluntarily resigned during the assessment period accounted for 35% of all employees | 0.04 | 5 points for every 1% decrease, 8 points for every 1% increase |

The system database is responsible for storing all the background data information of the information management system and providing data support functions to the application server. Therefore, the quality of the system database directly affects the efficiency and performance of the entire system. With the continuous development of computer technology, the computer database has become one of the indispensable components of modern information society. It has been widely valued for its high efficiency and reliability. K-means algorithm is used to select K initial cluster centres and calculate the distance between the customer data set and the cluster centres one by one. The minimum clustering method is used to allocate samples to form a certain cluster corresponding to the cluster centre. According to the hotel CRM design process, in order to improve the scalability and maintainability of the hotel management system, the hotel's functional module system is designed. The hotel business module is divided into two parts: front-end service and back-end service, mainly including travel booking, passenger consumption, customer analysis, and so on. Figure 3 is the system function structure diagram.

Assuming that there are

In equation (36), ^{−} and ^{+} represent the slack vector of input and output respectively; _{ij}_{r j}^{*} is the efficiency value of SBM, 0 ≤ ^{*} ≤ ^{*} = 1, that is, ^{−} = ^{+} = 0, it means that the DMU is valid, and when 0 ≤ ^{*} < 1, it means that the DMU is invalid. However, in empirical analysis, multiple DMUs may be effective, and the SBM model cannot sort them, so it is impossible to compare and distinguish effective units in-depth. To overcome this defect, Tone proposed a super-efficient SBM model, the basic principle of which is to exclude the evaluated decision unit from the set of decision units. For an invalid DMU, since the frontier of its production will not change, its efficiency value will be the same as that of the SBM model; while for an effective DMU of SBM, since the production frontier will be recalculated and shifted, its efficiency value may be greater than 1. In addition, considering that the hotel operation system is a complex system, it cannot be analysed purely from the perspective of input and output. For this reason, an angle-free super-efficiency SBM model is selected. Its expression is:

In Eq. (41),
_{0}, _{0}); that is,
^{*} are the efficiency values of the super-efficient SBM. The meanings of other variables are the same as Eq. (36)

In equation (46), _{t}_{t}_{−1} represent the stock of fixed capital in the _{t}_{t}_{t}_{0} is the capital stock in the base period; and _{0} is the fixed capital investment in the base period. Considering that the input redundancy and output deficiency of an invalid DMU are measured based on its slack, this paper defines input inefficiency as the ratio of input slack and actual input, and output inefficiency as the ratio of output slack and actual output. Its calculation equation is:

In the above equation, _{i}_{r}_{i}^{−}, _{r}^{+} represent the _{i}^{−} ≥ 0, _{r}^{+} ≥ 0, and the meanings of other variables are the same as those of Eq. (36). Based on this analysis, the total input inefficiency rate of the hotel industry in China's ineffective provinces and districts is 0.458, and the total output ineffective rate is 0.077, indicating that if the total input of the hotel industry is reduced by 47.8% on average, the total output will increase by 6.9% on average. District hotels are able to achieve relatively effective effects. The total input inefficiency of the hotel industry is 7 times that of the total output inefficiency, indicating that the total input redundancy is the main source of inefficiency in the hotel industry. From the perspective of sub-item input, the mean inefficiency from small to large is the stock of fixed capital (0.356), the number of rooms (0.573), the number of employees (0.478) and the number of hotels (0.678), indicating the number of hotels, employees and rooms. The investment inefficiency of the total investment inefficiency has a greater contribution to the total investment inefficiency. This means that there are generally problems in hotel construction in these areas, which are more important than quantity and less quality. From the side, it reflects that they are still in extensive and non-group development. On the other hand, it also shows that hotels in these areas are relatively bloated, and there is generally a surplus of employees. From the average of sub-item outputs, the operating income inefficiency (0.056) is lower than the occupancy rate (0.08), indicating that the occupancy rate has a relatively larger contribution to the output inefficiency. Compared with the inefficiency of sub-item input, the inefficiency of sub-item output is very small, but it cannot be ignored, and it needs to be improved and adjusted in the future. For example, in 2011, there was no shortage of output in the operating income of Jilin Province, but in 2016, the inefficiency rate of operating income was 0.634, ranking first in the inefficiency of output. From the perspective of sub-output, except for the hotel occupancy inefficiency in the eastern region (0.223) and the operating income inefficiency in the northeast region (0.211), which are greater than 0.1, the hotel industry output inefficiency in the four major regions is very small, and some are 0.

In order to improve the hotel service quality and profitability, CRM hotel management system is proposed, the core of which is customer service quality. For the existing CRM system, there are problems such as lack of effective data analysis tools and decision-making basis. A hotel CRM solution based on data mining theory is proposed, and a CRM hotel management information system model based on data mining is constructed. According to the CRM requirements of the hotel industry, design the core functional modules of the CRM hotel management system, draw on data mining technology and algorithms, effectively process and analyse passenger occupancy data, extract data from massive data, and cluster through data warehouse and K-means. The algorithm accurately divides customer types, obtains customer value data and customer satisfaction evaluation, provides support for hotel managers to make decisions, and improves service quality and hotel operating profit margins. The design and development of CRM-based small and medium-sized hotel management system is a task that combines business management and software technology. Only by understanding the business can it be possible to refine and optimise the business operation process through software design and development technology. As an indispensable part of hotel operation and management, the importance of hotel management system is self-evident. The system is implemented by the J2EE framework, which has the characteristics of high cohesion, low coupling, extensibility and maintainability.

In the process of writing the thesis and developing the system, this thesis visited the hotel, communicated with the hotel staff, made demand analysis and managed the room management, reservation management, membership management, front desk cashier management, item inventory management, statistical analysis management and system management. Set up management and other aspects of design. The main functions of the system include functional modules such as front desk service management, system management, employee information management and hotel information statistics. The system runs stably and has a friendly interface.

This paper has the following characteristics:

Implemented the statistical analysis function.

With perfect data backup function;

The efficiency of hotels in the provinces of mainland China showed a trend of ‘up-down’. From 2006 to 2016, the average efficiency of the hotel industry in China's provinces (regions) was 0.789, with room for improvement of 23.4%. Among them, Beijing, Shanghai, Zhejiang, Hunan, Qinghai and Ningxia have the hotel industry efficiency greater than 1 in each year. During the research period, Beijing, Tianjin, Shanxi, Shanghai, Zhejiang, Hunan, Tibet, Qinghai and Ningxia have the average hotel efficiency greater than 1, indicating that the hotel industry in most provinces (regions) is in a state of inefficiency.

Using SQLServer2005 as the background management system. In order to ensure the safe and stable operation of the system, data security must be guaranteed. In the case of system abnormality and data loss, it can be quickly restored according to the backup data.

Use CRM mode to design and develop the system. In this model, when business functions need to be extended and modified, other functional modules are not affected.

#### Weights of the lower layer to the upper layer

The weight of the dimension layer to the target layer | 0.472257890 | 0.315819567 | 0.095429432 | 0.116897369 |

The assessment layer has weights for each dimension | 0.104596870 |
0.13601156 |
0.648328790 |
0.549944895 |

#### Weights of various types of hotel indicators

Financial dimension | 0.47 | 0.43 |

Customer dimension | 0.31 | 0.32 |

Internal process dimension | 0.1 | 0.1 |

Learning and growth dimension | 0.12 | 0.15 |

Total | 1.00 | 1.00 |

#### Demand analysis of customer status query use case

Use case description | Online registration and entry information |

Use case description | Provide real-time check-in, reservation and other status query of all rooms |

Detailed analysis of use cases |
Real-time room check-in information query Room recent reservation information query Room rate information query Discount information query |

Use case usage restrictions | Hotel management only |

Information query instructions | Display brief information of check-in customers |

Supplementary description of needs | For customers who have checked out but have not been arranged, so cannot provide instant check-in Rooms are flagged in query results |

#### Hotel performance appraisal index system

Financial dimension | Annual turnover | During the assessment period, the turnover reached 210 million yuan | 0.04 | 6 points for every 1% increase, 8 points for every 1% decrease |

Return on assets | Return on assets Return on assets reached 13% during the assessment period | 0.23 | 10 points for every 1% increase, 10 points for every 1% decrease | |

Planned Sales |
During the assessment period, the planned sales at the beginning of the period were successfully completed | 0.06 | 10 points for every 1 increase, 15 points for every 1% decrease | |

Customer dimensions | Customer Satisfaction | During the assessment period, customers who received random surveys scored an average of 85 points on the catering segment | 0.05 | 5 points will be added for every 5 points increased, 10 points will be deducted for every 5 points decreased, and no points will be added or decreased if the fluctuation is less than 5 points. |

Customer Complaint Resolution Rate | Customer complaints are resolved during the assessment period | 0.04 | 15 points for every 1% reduction | |

Internal business process dimensions | Safety and health compliance rate | During the assessment period, there were no safety incidents and no customer complaints against hygiene | 0.06 | 20 points for a safety incident and 12 points for each health complaint |

Incompleteness rate of low-value consumable items | The low-value consumables in good condition at the end of the assessment period account for 75% of all low-value consumables | 0.01 | 2 points for every 1% increase, 2 points for every 1% decrease | |

Incompleteness of fixed assets | Fixed assets that are still in good condition at the end of the assessment period account for 95% of all fixed assets | 0.03 | 5 points for every 1% increase, 10 points for every 1% decrease | |

Learning and growth dimensions | Employee training pass rate | The employees who participated in the training and were able to work normally during the assessment period accounted for 90% of all employees who participated in the training | 0.08 | 5 points for every 1% increase, 5 points for every 1% decrease |

employee turnover | During the assessment period, employees who have undergone job adjustment and change within the catering department accounted for 45% of all employees | 0.03 | 5 points for every 1% decrease, 10 points for every 1% increase | |

Employee turnover rate | Employees who voluntarily resigned during the assessment period accounted for 35% of all employees | 0.04 | 5 points for every 1% decrease, 8 points for every 1% increase |

#### Requirement analysis of online registration and input information use case

Use case description | Online registration and entry information |

Use case description | Provide hotel customers with the function of online registration of hotel members and personal check-in information |

Detailed analysis of use cases |
Fill in the registration information online Fill in the check-in information online Check-in information change Information submission and background processing |

Use case usage restrictions | Customers only |

Information query instructions | Specifically provided by other use cases |

Supplementary description of needs | No |

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intelligent teaching resource organisation model and construction of performance evaluation model Secure transmission of simultaneous wireless information and power transfer system for Internet of things Innovations to Attribute Reduction of Covering Decision System Based on Conditional Information Entropy Numerical simulation of vortex vibration in main girder of cable-stayed bridge based on bidirectional fluid–structure coupling Research on location algorithm of new energy vehicle charging station based on multi-objective decision Optimisation of construction mode of residential houses based on the genetic algorithm under BIM technology A study on the reform of college English education inspired by the cultural differences between China and the United States Research on innovative strategies of college students’ English teaching under the blessing of big data Research on multi-dimensional optimisation design of user interface under Rhino/GH platform Has the belt and road initiative boosted the resident consumption in cities along the domestic route? – evidence from credit card consumption Attitude control for the rigid spacecraft with the improved extended state observer A long command subsequence algorithm for manufacturing industry recommendation systems with similarity connection technology Application of Higher-Order Ordinary Differential Equation Model in Financial Investment Stock Price Forecast Evaluation of spoken English self-study system considering speech knowledge recognition algorithm Application research on piano teaching in colleges and universities based on remote wireless network communication Construction of Financial Risk Evaluation Index System for Biomass Graphene Fibre Industrialisation Project System dynamics model of output of ball mill Sensitivity Analysis of the Waterproof Performance of Elastic Rubber Gasket in Shield Tunnel Design of Morlet wavelet neural network to solve the non-linear influenza disease system An online statistical 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by differential mortality rates Research on the relationship between government subsidies, R&D investment and high-quality development of manufacturing industry Research on the protection and inheritance of intangible cultural heritage under the background of rural revitalisation Research on behavioural differences in the processing of tenant listing information: An eye-movement experiment Innovation of Economic Management Risk Control in Retailer Supply Chain Based on Differential Equation Model Computer vision recognition and tracking algorithm based on convolutional neural network A review of the treatment techniques of VOC Study on structural parameter design and life analysis of large four-point contact ball bearing channel Some classes of complete permutation polynomials in the form of ( x ^{pm}−x +δ )^{s}+ax ^{pm}+bx overF _{p2m}Digital marketing solutions based on consumer data and homomorphic encryption The consistency method of linguistic information and other four preference 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University Ideological and Political Learning Model Based on Statistical Memory Curve Mathematical Equation Research on the optimisation of logistics parcel intelligent sorting and conveying chain combined with variable clustering mathematical method Analysis of the properties of matrix rank and the relationship between matrix rank and matrix operations Research on Resonance Properties of Semantic Wave Fractal Fractals Based on Quantitative Analysis of English Corpus Research on urban landscape big data information processing system based on ordinary differential equations Modeling of fractional differential equation in cloud computing image fusion algorithm Application of Discriminative Training Algorithm Based on Intelligent Computing in English Translation Evaluation Research on the application of GLE teaching mode in English-medium colleges The application of directional derivative in the design of animation characters and background elements Research on product process design and optimisation model based on IoT intelligent computing Conventional Algorithms in Sports Training Based on Fractional Differential Equations Dynamic Nonlinear System Based on Complex System Theory in the Development of Vocational Education LTE wireless network coverage optimisation based on corrected propagation model The Algorithm Accuracy of Mathematical Model to Improve the Transmission Speed of E-commerce Platform Study on tourism development income index calculation of finite element ordinary differential mathematical equation The Security of Database Network Model Based on Fractional Differential Equations Electric Vehicle Mechanical Transmission System Based on Fractional Differential Equations The Practice System of Physics and Electronics Courses in Higher Vocational Colleges Based on Fractional Differential Equations The Economic Model of Rural Supply and Demand Under the Data Analysis Function Based on Ordered Probit 3D Modeling System of Indoor Environment Art Landscape Design under Statistical Equation Electronic Information Security Model of Nonlinear Differential Equations The Optimization Model of College Students' Physical Exercise Motivation and Self-control Ability Based on the Mathematical Model of Probability Theory Impact of ASEAN-China free trade area on fishery value chain based on difference-in-difference method Health monitoring of Bridges based on multifractal theory Health status diagnosis of the bridges based on multi-fractal de-trend fluctuation analysis Application and risk assessment of the energy performance contracting model in energy conservation of public buildings Sensitivity analysis of design parameters of envelope enclosure performance in the dry-hot and dry-cold areas Criminal law imputation path for biometric information Research on composite dynamic disaster prevention and control system of mine earthquake and shock in thick and hard rock mines Research on innovative strategies of college students’ English teaching under the background of artificial intelligence Electromagnetic interference prediction technology of new energy motor drive system Research on the application of PLC technology in electrical automation engineering Research on indoor environment design of comprehensive commercial shopping center based on numerical simulation Application of matrix multiplication in signal sensor image perception Empirical analysis of the economic absolute income hypothesis based on mathematical statistics Analysing the variation of metadiscourse verb patterns in English academic papers from within and between disciplines Impact of COVID-19 policy on stock prices of listed property companies Realization of Book Collaborative Filtering Personalized Recommendation System Based on Linear Regression Equation Research on the experimental principle of deep integration of LETS software and criminal procedure under the background of artificial intelligence Study on Interactive Relations between Enterprise Social Media and Decision Style Based on a vector Autoregressive Model Research on Dynamics of Flexible Multibody System with Deployable Antenna Based on Static Lagrangian Function The Optimization of Mathematics Teaching Models in Colleges and Universities Based on Nonlinear Differential Equations Study on spatial planning and design of learning commons in university libraries based on fuzzy matrix model The Stability Model of Piano Tone Tuning Based on Ordinary Differential Equations Construction and application of automobile user portrait based on k-mean clustering model The Homework Model of Screening English Teaching Courses Based on Fractional Differential Equations VR-based computer maintenance practical training platform development design and application research Research on innovative human capital for China’s economic development based on STI model In-depth analysis of the artistic expression of paper-cut elements in the design of boat space Knowledge graph construction and Internet of 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English conversation Computer Art Design Model Based on Nonlinear Fractional Differential Equations The Optimization Model of Public Space Design Teaching Reform Based on Fractional Differential Equations The Approximate Solution of Nonlinear Vibration of Tennis Based on Nonlinear Vibration Differential Equation Graphical Modular Power Technology of Distribution Network Based on Machine Learning Statistical Mathematical Equation Employment and Professional Education Training System of College Graduates Based on the Law of Large Numbers Economic Research on Multiple Linear Regression in Fruit Market inspection and Management Nonlinear Differential Equations in Preventing Financial Risks Lagrange’s Mathematical Equations in the Sports Training of College Students Simulation Research of Electrostatic Precipitator Power Supply Voltage Control System Based on Finite Element Differential Equation Research on the effect of generative adversarial network based on wavelet transform hidden Markov model on face creation and classification Research on Lightweight Injection Molding (CAE) and Numerical Simulation Calculate of New Energy Vehicle Power Flow Calculation in Smart Distribution Network Based on Power Machine Learning Based on Fractional Differential Equations Demonstration of application program of logistics public information management platform based on fuzzy constrained programming mathematical model Basketball Shooting Rate Based on Multiple Regression Logical-Mathematical Algorithm The Optimal Application of Lagrangian Mathematical Equations in Computer Data Analysis Similarity Solutions of the Surface Waves Equation in (2+1) Dimensions and Bifurcation Optimal decisions and channel coordination of a green supply chain with marketing effort and fairness concerns Game theoretic model for low carbon supply chain under carbon emissions reduction sensitive random demand Limit cycles of a generalised Mathieu differential system Influence of displacement ventilation on the distribution of pollutant concentrations in livestock housing Application of data mining in basketball statistics The nonlinear effects of ageing on national savings rate – An Empirical Study based on threshold model Design of fitness walker for the elderly based on ergonomic SAPAD model AtanK-A New SVM Kernel for Classification Mechanical behaviour of continuous girder bridge with corrugated steel webs constructed by RW Study of a linear-physical-programming-based approach for web service selection under uncertain service quality The Relationship Between College Students’ Taekwondo Courses and College Health Based on Mathematical Statistics Equations Analysis and countermeasures of cultivating independent learning ability in colleges teaching English based on OBE theory A mathematical model of plasmid-carried antibiotic resistance transmission in two types of cells Fractional Differential Equations in the Exploration of Geological and Mineral Construction AdaBoost Algorithm in Trustworthy Network for Anomaly Intrusion Detection Projection of Early Warning Identification of Hazardous Sources of Gas Explosion Accidents in Coal Mines Based on NTM Deep Learning Network Burnout of front-line city administrative law-enforcing personnel in new urban development areas: An empirical research in China Enterprise Financial Risk Early Warning System Based on Structural Equation Model A Study on the Application of Quantile Regression Equation in Forecasting Financial Value at Risk in Financial Markets Fractional Differential Equations in the Model of Vocational Education and Teaching Practice Environment Information transmission simulation of Internet of things communication nodes under collision free probability equation Image denoising model based on improved fractional calculus mathematical equation Random Fourier Approximation of the Kernel Function in Programmable Networks The Complexity of Virtual Reality Technology in the Simulation and Modeling of Civil Mathematical Models University Library Lending System Model Based on Fractional Differential Equations Calculation and Performance Evaluation of Text Similarity Based on Strong Classification Features Intelligent Matching System of Clauses in International Investment Arbitration Cases Based on Big Data Statistical Model Evaluation and Verification of Patent Value Based on Combination Forecasting Model Financial Institution Prevention Financial Risk Monitoring System Under the Fusion of Partial Differential Equations Prediction and Analysis of ChiNext Stock Price Based on Linear and Non-linear Composite Model Calculus Logic Function in Tax Risk Avoidance in Different Stages of Enterprises The Psychological Memory Forgetting Model Based on the Analysis of Linear Differential Equations Optimization Simulation System of University Science Education Based on Finite Differential Equations The Law of Large Numbers in Children's Education Optimization System of Strength and Flexibility Training in Aerobics Course Based on Lagrangian Mathematical Equation Data structure simulation for the reform of the teaching process of university computer courses RETRACTION NOTE Research on the mining of ideological and political knowledge elements in college courses based on the combination of LDA model and Apriori algorithm Research on non-linear visual matching model under inherent constraints of images Good congruences on weakly U-abundant semigroups Can policy coordination facilitate unimpeded trade? An empirical study on factors influencing smooth trade along the Belt and Road Research on the processing method of multi-source heterogeneous data in the intelligent agriculture cloud platform Internal control index and enterprise growth: An empirical study of Chinese listed-companies in the automobile manufacturing industry Research on design of customer portrait system for E-commerce Research on rule extraction method based on concept lattice of intuitionistic fuzzy language Fed-UserPro: A user profile construction method based on federated learning A multi-factor Regression Equation-based Test of Fitness Maximal Aerobic Capacity in Athletes Design and evaluation of intelligent teaching system on basic movements in PE Garment Image Retrieval based on Grab Cut Auto Segmentation and Dominate Color Method Financial Risk Prediction and Analysis Based on Nonlinear Differential Equations Constructivist Learning Method of Ordinary Differential Equations in College Mathematics Teaching Multiple Effects Analysis of Hangzhou Issuing Digital Consumer Coupons Based on Simultaneous Equations of CDM Model Response Model of Teachers’ Psychological Education in Colleges and Universities Based on Nonlinear Finite Element Equations A Hybrid Computational Intelligence Method of Newton's Method and Genetic Algorithm for Solving Compatible Nonlinear Equations Pressure Image Recognition of Lying Positions Based on Multi-feature value Regularized Extreme Learning Algorithm English Intelligent Question Answering System Based on elliptic fitting equation Precision Machining Technology of Jewelry on CNC Machine Tool Based on Mathematical Modeling Application Research of Mathematica Software in Calculus Teaching Computer Vision Communication Technology in Mathematical Modeling Skills of Music Creation Based on Homogeneous First-Order Linear Partial Differential Equations Mathematical Statistics Technology in the Educational Grading System of Preschool Students Music Recommendation Index Evaluation Based on Logistic Distribution Fitting Transition Probability Function Children's Educational Curriculum Evaluation Management System in Mathematical Equation Model Query Translation Optimization and Mathematical Modeling for English-Chinese Cross-Language Information Retrieval The Effect of Children’s Innovative Education Courses Based on Fractional Differential Equations Fractional Differential Equations in the Standard Construction Model of the Educational Application of the Internet of Things Optimization research on prefabricated concrete frame buildings based on the dynamic equation of eccentric structure and horizontal-torsional coupling Optimization in Mathematics Modeling and Processing of New Type Silicate Glass Ceramics Green building considering image processing technology combined with CFD numerical simulation Research on identifying psychological health problems of college students by logistic regression model based on data mining Abnormal Behavior of Fractional Differential Equations in Processing Computer Big Data Mathematical Modeling Thoughts and Methods Based on Fractional Differential Equations in Teaching Research on evaluation system of cross-border E-commerce platform based on the combined model A mathematical model of PCNN for image fusion with non-sampled contourlet transform Nonlinear Differential Equations in Computer-Aided Modeling of Big Data Technology The Uniqueness of Solutions of Fractional Differential Equations in University Mathematics Teaching Based on the Principle of Compression Mapping Financial customer classification by combined model Influence of displacement ventilation on the distribution of pollutant concentrations in livestock housing Recognition of Electrical Control System of Flexible Manipulator Based on Transfer Function Estimation Method Automatic Knowledge Integration Method of English Translation Corpus Based on Kmeans Algorithm Real Estate Economic Development Based on Logarithmic Growth Function Model Design of Tennis Mobile Teaching Assistant System Based on Ordinary Differential Equations Financial Crisis Early Warning Model of Listed Companies Based on Fisher Linear Discriminant Analysis High Simulation Reconstruction of Crowd Animation Based on Optical Flow Constraint Equation Construction of Intelligent Search Engine for Big Data Multimedia Resource Subjects Based on Partial Least Squares Structural Equation 3D Animation Simulation of Computer Fractal and Fractal Technology Combined with Diamond-Square Algorithm Analysis of the Teaching Quality of Physical Education Class by Using the Method of Gradient Difference The Summation of Series Based on the Laplace Transformation Method in Mathematics Teaching Optimal Solution of the Fractional Differential Equation to Solve the Bending Performance Test of Corroded Reinforced Concrete Beams under Prestressed Fatigue Load Animation VR scene mosaic modeling based on generalized Laplacian equation Radial Basis Function Neural Network in Vibration Control of Civil Engineering Structure Optimal Model Combination of Cross-border E-commerce Platform Operation Based on Fractional Differential Equations The influence of accounting computer information processing technology on enterprise internal control under panel data simultaneous equation Research on Stability of Time-delay Force Feedback Teleoperation System Based on Scattering Matrix BIM Building HVAC Energy Saving Technology Based on Fractional Differential Equation Construction of comprehensive evaluation index system of water-saving irrigation project integrating penman Montei the quation Human Resource Management Model of Large Companies Based on Mathematical Statistics Equations Data Forecasting of Air-Conditioning Load in Large Shopping Malls Based on Multiple Nonlinear Regression Analysis of technical statistical indexes of college tennis players under the win-lose regression function equation Automatic extraction and discrimination of vocal main melody based on quadratic wave equation Analysis of wireless English multimedia communication based on spatial state model equation Optimization of Linear Algebra Core Function Framework on Multicore Processors Application of hybrid kernel function in economic benefit analysis and evaluation of enterprises Research on classification of e-commerce customers based on BP neural network The Control Relationship Between the Enterprise's Electrical Equipment and Mechanical Equipment Based on Graph Theory Mathematical Modeling and Forecasting of Economic Variables Based on Linear Regression Statistics Nonlinear Differential Equations in Cross-border E-commerce Controlling Return Rate 3D Mathematical Modeling Technology in Visualized Aerobics Dance Rehearsal System Fractional Differential Equations in Electronic Information Models BIM Engineering Management Oriented to Curve Equation Model Leakage control of urban water supply network and mathematical analysis and location of leakage points based on machine learning Analysis of higher education management strategy based on entropy and dissipative structure theory Prediction of corporate financial distress based on digital signal processing and multiple regression analysis Mathematical Method to Construct the Linear Programming of Football Training Multimedia sensor image detection based on constrained underdetermined equation The Size of Children's Strollers of Different Ages Based on Ergonomic Mathematics Design Application of Numerical Computation of Partial Differential Equations in Interactive Design of Virtual Reality Media Stiffness Calculation of Gear Hydraulic System Based on the Modeling of Nonlinear Dynamics Differential Equations in the Progressive Method Knowledge Analysis of Charged Particle Motion in Uniform Electromagnetic Field Based on Maxwell Equation Relationship Between Enterprise Talent Management and Performance Based on the Structural Equation Model Method Term structure of economic management rate based on parameter analysis of estimation model of ordinary differential equation Influence analysis of piano music immersion virtual reality cooperation based on mapping equation Chinese painting and calligraphy image recognition technology based on pseudo linear directional diffusion equation Label big data compression in Internet of things based on piecewise linear regression Animation character recognition and character intelligence analysis based on semantic ontology and Poisson equation Design of language assisted learning model and online learning system under the background of artificial intelligence Study on the influence of adolescent smoking on physical training vital capacity in eastern coastal areas Application of machine learning in stock selection Comparative analysis of CR of ideological and political education in different regions based on improved fuzzy clustering Action of Aut( G ) on the set of maximal subgroups ofp -groupsResearch on loyalty prediction of e-commerce customer based on data mining Algebraic Equations in Educational Model of College Physical Education Course Education Professional English Translation Corpus Under the Binomial Theorem Coefficient Geometric Tolerance Control Method for Precision Machinery Based on Image Modeling and Novel Saturation Function Retrieval and Characteristic Analysis of Multimedia Tester Based on Bragg Equation Semiparametric Spatial Econometric Analysis of Household Consumption Based on Ordinary Linear Regression Model Video adaptive watermark embedding and detection algorithm based on phase function equation English Learning Motivation of College Students Based on probability Distribution Scientific Model of Vocational Education Teaching Method in Differential Nonlinearity Research on mobile Awareness service and data privacy Protection based on Linear Equations computing protocol Vocal Music Teaching Model Based on Finite Element Differential Mathematical Equations Studying a matching method combining distance proximity and buffer constraints The trend and influence of media information Propagation based on nonlinear Differential equation Research on the construction of early warning model of customer churn on e-commerce platform Evaluation and prediction of regional human capital based on optimised BP neural network Study on inefficient land use determination method for cities and towns from a city examination perspective A study of local smoothness-informed convolutional neural network models for image inpainting Mathematical Calculus Modeling in Improving the Teaching Performance of Shot Put Application of Nonlinear Differential Equation in Electric Automation Control System Higher Mathematics Teaching Curriculum Model Based on Lagrangian Mathematical Model Computational Algorithm to Solve Two–Body Problem Using Power Series in Geocentric System Decisions of competing supply chain with altruistic retailer under risk aversion Optimization of Color Matching Technology in Cultural Industry by Fractional Differential Equations The Marketing of Cross-border E-commerce Enterprises in Foreign Trade Based on the Statistics of Mathematical Probability Theory Application of Linear Partial Differential Equation Theory in Guiding Football Scientific Training Nonlinear Channel Estimation for Internet of Vehicles Some Necessary Conditions for Feedback Functions of de Bruijn Sequences The Evolution Model of Regional Tourism Economic Development Difference Based on Spatial Variation Function System Model of Shipping Enterprise Safety Culture Based on Dynamic Calculation Matrix Model An empirical research on economic growth from industrial structure optimisation in the Three Gorges Reservoir area The Inner Relationship between Students' Psychological Factors and Physical Exercise Based on Structural Equation Model (SEM) Analysis and Research on Influencing Factors of Ideological and Political Education Teaching Effectiveness Based on Linear Equation Study of agricultural finance policy information extraction based on ELECTRA-BiLSTM-CRF Fractional Differential Equations in Sports Training in Universities Examination and Countermeasures of Network Education in Colleges and Universities Based on Ordinary Differential Equation Model Innovative research of vertical video creation under the background of mobile communication Higher Education Agglomeration Promoting Innovation and Entrepreneurship Based on Spatial Dubin Model Chinese-English Contrastive Translation System Based on Lagrangian Search Mathematical Algorithm Model Genetic algorithm-based congestion control optimisation for mobile data network