联系我们

论文查询结果	返回搜索

论文编号：	4784
作者编号：	2120102466
上传时间：	2012/12/11 16:54:22
中文题目：	基于IT服务供应链的T公司RMS系统满意度提升研究
英文题目：	Study of satisfaction improvement for RMS system of Company T based on IT Service Supply Chain
指导老师：	林润辉
中文关键字：	IT服务供应链，IT服务外包，客户满意度，用户满意度
英文关键字：	IT Service Supply Chain, IT Service Outsourcing, client satisfaction, user satisfaction
中文摘要：	发展服务业逐渐成为我国的经济发展重点之一。而服务业的发展带动了一批服务提供商和集成商的产生，导致了服务供应链的产生。作为诸多的服务产品之一，IT服务具备所有服务产品都具有的特点，同时也拥有其自身的特殊性。IT服务产品本身的特殊性使得相应的服务供应链也具备与其他服务供应链不同的特点。IT服务是无形的，它产生于客户需求终止于客户需求的消失，因此客户满意是IT服务供应链赖以生存的重要问题。RMS（Record Management System 存档管理系统）是N公司将系统支持服务外包给T公司的众多IT系统之一。N公司每个季度都会对最终用户进行满意度调查。T公司在每三个月也会要求N公司客户填写满意度调查。但是RMS系统在最近五次的用户满意度调查和客户满意度调查中表现欠佳且不稳定，这与满意度对于IT服务供应链的重要性是不一致的。本文在回顾理论文献的基础上总结IT服务供应链的特点以及跨国IT服务供应链所面临的挑战，提出了影响满意度的IT服务需求层次模型，包括系统可用率、数据正确安全、系统友好功能完善、有效适当的响应、尊重需求和完美服务六个层次。之后本文对RMS系统项目型服务外包流程和运营型服务外包流程现状进行了分析，另一方面对RMS系统近几次用户满意度调查和客户满意度调查结果进行简单的计算分析，找出RMS系统支持服务目前存在的问题。最后，本文针对目前存在的问题，结合提出的IT服务需求层次模型给出建议的改进措施，并对这些改进措施的实施进展或规划进行描述和评价。本文提出的影响满意度的IT服务需求层次模型对于IT系统服务具有参考价值和创新性。同时，由于RMS系统的服务支持架构在T公司内具有普遍性，因此本文提出的改进措施对于T公司承包的其他应用系统同样具有借鉴价值。
英文摘要：	Development of Service Industry has become one of the most important thing for our country. The development of Service Industry prompts the creation of a lot of Service Provider and Service Integrator, and even the creation of Service Supply Chain. IT Service has some common feature as other service product, along with some exclusive special features which lead to the difference between IT Service Supply Chain and other Supply Chains. IT Service is initiated from client’s requirements, and is terminated from the vanishing of client’s requirements. Thus client (user) satisfaction is the utmost important thing for the maintenance of IT Service Supply Chain. RMS (Record Management System) system is one of the systems that Company N has outsourcing to Company T. Company N passes out user satisfaction survey to end users every quarter. Every three month, Company T asks the clients from Company N to provide input to service quality satisfaction survey as well. However, the results of most recent five time of client (user) satisfaction survey are not good and not stable, which is not in compliance with the importance of client (user) satisfaction. In this paper, the author lists the features of IT Service Supply Chain and the challenge for being in a cross country IT Service Supply Chain base on the reality combined with reading of other papers and researches. Then the author initiates a new model called IT Service Requirement Hierarchical Model which consists of six levels of requirement namely System Availability, Data Correctness and Security, User-friendliness and Functionality Integrity, Valid and Proper responses, Respect requirement, and Perfect Service. Through analysing of the workflows of IT project outsourcing and IT maintenance/operation outsourcing, combined with a simple analysis of the results of most recent five user satisfaction survey and client satisfaction survey of RMS system, existed issues for RMS system support service have been found and listed. Base on the found issues and IT Service Supply Requirement Hierarchical Model, improvement strategies are provided accordingly. The progress and implementation plan are also described. IT Service Supply Requirement Hierarchical Model is creative can be used for analyzing other systems. RMS system uses a common service structure in Company T. Thus the improvement strategies can be mostly used for other application systems in Company T as well.
查看全文：	预览  下载(下载需要进行登录)