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论文编号：	3824
作者编号：	2120092546
上传时间：	2011/11/28 12:09:25
中文题目：	纳税服务系统呼叫中心建设项目进度控制研究
英文题目：	A study on schedule control for taxpayer services call center project management
指导老师：	于仲鸣
中文关键字：	纳税服务系统 项目管理 进度控制 管理方法
英文关键字：	Taxpayer services system Project management Schedule control Management method
中文摘要：	纳税服务系统呼叫中心是税务系统加快政府职能转变，构建服务型税务机关，促进纳税人自觉主动依法纳税，不断提高纳税人的满意度和税法遵从度的有力支撑和实现手段，其项目管理过程存在投资大、涉及部门多、协调性强等特点，是一项较为复杂、进度难以掌握控制的管理活动。目前国内税务系统在呼叫中心项目进度控制方面没有一套比较全面系统的管理理论和方法，对信息系统项目进度控制的意识还比较薄弱。因此，为了提高税务行业办事效率，如期履行对纳税人提供服务的承诺，有必要对纳税服务系统呼叫中心项目的进度控制管理进行研究，提出控制对策以避免项目延期造成的不良影响。本论文的目的在于从项目建设方角度，在剖析现行项目进度控制方法的特色和弊端的基础上，寻求适应纳税服务系统呼叫中心项目进度控制的有效方法，通过分析进度管理中各项活动和过程对项目进度的影响程度，定性分析和定量分析相结合，对项目进度安排情况进行评价，从而使项目管理者掌握项目建设的进度情况，及时调整、变更进度计划，为达到项目建设目标提供保障。本文运用项目进度控制管理的基本理论，选用天津地税纳税服务系统呼叫中心项目为案例研究对象，在对IT项目研究的基础上，结合天津地税项目内外部环境及自身特点，利用甘特图、鱼骨图、关键路径法等方法，从项目实施阶段的需求分析、设计开发、测试等阶段分析了天津地税纳税服务系统呼叫中心项目进度存在的偏差以及产生的根源，对关键时间点进行重点监控，同时提出较为详细的进度控制方法。
英文摘要：	Taxpayer services call center system is the sustentation and means for tax system to speed up transformation of government functions, build up a service-oriented tax authorities, achieve voluntary compliance, and increase the taxpayer's degree of satisfaction and compliance. The project management processes have characteristics of big investment, many departments involvement and strong coordination. It includes many complex management activities which are difficult to control. Currently, there’s no comprehensive and systemic management theory and method of project schedule management in China’s tax system call center project, the consciousness of IT project schedule control is weak. Therefore, in order to improve the efficiency of the tax authorities, abide by the commitment as scheduled, it is necessary to study in the schedule control management of the call center project, propose control measures to avoid the adverse impact of project delays. The purpose of this paper is, in terms of the customer’s perspective, based on analyzing the features and drawbacks of current schedule control method, to find effective schedule control way which is suitable for taxpayer services call center project. Combined with qualitative and quantitative analysis, the paper evaluate the schedule plan by analyzing the activities and process’s degree of influence on the schedule management, so that project managers could grasp the rate of progress, adjust and change the schedule plan as soon as possible to guarantee the project goal. In this paper, schedule control and management is applied for the basic theory, selecting Tianjin local tax bureau’s call center project as research case, associated with internal and external environment and self features, based on studying IT project, the progress of requirement analysis, design development and test phase etc. the writer utilizes Gantt chart fishbone diagram and critical path method to analyze the root cause which resulted in schedule deviation, raises detail schedule control method by focusing on the critical control point in schedule plan.
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