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论文编号：	10243
作者编号：	2120132537
上传时间：	2018/6/14 16:40:39
中文题目：	M集团服务外包项目质量控制研究
英文题目：	Research on Quality Control of Service Outsourcing Project of M Corporation
指导老师：	于仲鸣
中文关键字：	服务外包；质量控制；质量标准；质量方法
英文关键字：	Service Outsourcing; Quality Control; Quality Standard; Quality Method
中文摘要：	随着经济全球化和信息通信技术的高速发展，服务外包已经成为现代服务业的重要组成部分，也被越来越多的国家所重视。许多跨国企业以国际市场为导向，利用全球性的服务外包实现企业的资源配置和优化，降低总拥有成本，实现利润最大化。中国作为服务外包的主要承接国之一，积极推出服务外包的相关政策和发展规划，推动服务外包产业快速发展，现在我国离岸外包的产业规模稳居世界第二位。 本文根据作者所在公司服务外包项目的实际情况，结合项目管理实践，运用项目管理知识对服务外包项目质量控制进行研究，阐述了服务外包项目的生命周期内的决策阶段、供应商选择阶段、合同签订阶段、过渡阶段和执行阶段的质量控制，描述质量控制过程标准和结果标准，对过程标准、结果标准、实际过程和实际结果运用质量检测和质量分析，针对分析结果，一方面利用变更程序对过程标准和结果标准进行变更控制，另一方面对实际过程和实际结果进行纠偏，当两者都不满足项目的质量要求时，可以对项目进行部分终止或全部终止，从而达到企业对服务外包项目质量控制的目的。 本文第一章介绍了服务外包项目的概况，提出了服务外包项目质量控制的必要性，然后介绍了研究目的和研究方法。第二章回顾了服务外包项目质量控制的理论和方法。第三章开篇介绍了M集团服务外包项目质量的特点、质量问题、项目阶段的质量控制及影响因素，然后对质量控制流程进行整体设计并提出服务外包项目质量控制的过程标准和结果标准。第四章分析了M集团服务外包项目质量控制的检测方法、分析方法、纠偏方法和变更方法。第五章介绍了M集团服务外包项目质量控制的组织支持系统，包括专家团队和管理信息系统。第六章包括论文结论和展望。 通过本论文的研究，一方面优化了作者所在公司服务外包的质量控制流程，另一方面也对其它计划进行服务外包的企业有较大的参考价值。
英文摘要：	With the rapid development of economic globalization and information communication technology, service outsourcing has become an important part of modern service industry, and more and more countries attach importance to it. Many multinational enterprises take the international market as the orientation, utilize the global service outsourcing to realize the resource allocation and optimization of the enterprise, reduce the total cost of ownership and realize the profit maximization. As one of the main countries to undertake service outsourcing, China has actively introduced relevant policies and development plans of service outsourcing, and promoted the rapid development of service outsourcing industry, and now China's offshore outsourcing industry ranks second in the world. Based on the actual situation of the company's service outsourcing project, combining with project management practice, this paper studies the quality control of the service outsourcing project with Project management knowledge, and expounds the quality control of the decision stage, the supplier selection stage, the contract signing stage, the transition stage and the execution stage of the Service outsourcing project. This paper also describes the quality control process standards and result standards, applies quality inspection and quality analysis to process standards, result standards, actual processes and actual results, and, on the one hand, changes the process standards and result standards using change procedures, and rectifies the actual process and actual results. When neither of them satisfies the quality requirement of the project, the project can be partially terminated or terminated, thus achieving the aim of quality control of the service outsourcing project. The first chapter introduces the general situation of the service outsourcing project, puts forward the necessity of the quality control of the service outsourcing project, and then introduces the research purpose and method. Chapter Two reviews the theory and method of quality control of service outsourcing project. The third chapter introduces the quality of M Corporation Service outsourcing project, quality problem, quality control and influencing factors of the project stage, then designs the quality control process and puts forward the process standard and the result standard of the quality control of the service outsourcing project. The fourth chapter analyzes the testing method, analysis method, rectifying method and change method of M Corporation Service outsourcing project quality control. The fifth chapter introduces the M Corporation Service outsourcing project quality control organization support system, including expert team and management information system. The sixth chapter includes the conclusion and prospect of the thesis. Through the study of this paper, on the one hand, the author optimizes the company's service outsourcing quality control process, on the other hand, the other plans to service outsourcing enterprises have a greater reference value.
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