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论文编号：	8475
作者编号：	2220140348
上传时间：	2016/6/13 13:54:11
中文题目：	天津联通微信客服系统项目风险管理研究
英文题目：	Research on Risk Management of Implement the WeChat Customer Service System Project in the TianJin Unicom
指导老师：	石鉴
中文关键字：	微信公众平台；项目风险管理；客服系统；风险识别
英文关键字：	WeChat; Project risk management; Customer service system; Risk Identification
中文摘要：	网络信息时代迅速发展，互联网进入千家万户，移动互联网应用被广大社会人群所接受的前提，便是需要满足客户随时随地、实时指导、应用分享、自助、互动等多种需求，电信运营商则需要通过行之有效的服务手段来满足客户的服务感知。天津联通微信客服系统以“客户需求”的理论分析模型为基础，通过创新建立基于互联网平台的客户服务接触渠道，积极探索建立适应移动互联网时代的服务新模式。微信公众平台是一个在互联网环境下开放的平台，贯穿整个系统平台建设的每个环节都存在着不同程度的风险，而有效进行风险管理，对微信客服系统项目有着重要意义。笔者从风险管理和项目管理等相关理论出发，结合实际风险管理的情况和问题深入探究。然后对天津联通微信客服系统项目及特点进行阐述，在此基础上利用头脑风暴法和德尔菲法对微信客服系统项目的风险进行了分析，列出了项目风险清单。利用项目工作分解法将微信客服系统项目纵向划分为项目初期规划、项目中期实施、项目后期维护三个部分，并对各阶段的风险因素进行了全面地、系统地识别和描述，认为可能导致微信客服系统项目失败的主要风险因素，在项目风险识别后，以识别数据为基础，对微信客服系统项目风险进行了定性与定量分析评价，评估风险事件发生概率及对项目可能产生的后果，并量化各风险对项目所产生的影响，计算出每种风险的期望值，进一步对风险事件进行排序和级别划分。最后结合微信客服系统项目不同阶段的实际情况制定风险应对方案并予以实施，从而降低风险发生概率，达到项目成功的目的。
英文摘要：	With the popularity of mobile Internet applications, the user's consumption habits change so fast, now customer service idea, need to meet anytime and anywhere, real-time guidance, application sharing, self-help, interactive and various demand, telecom operators need through effective services to meet customer service awareness. Tianjin unicom WeChat customer service system to the "customer demand", on the basis of the theory analysis model based on Internet platform was established through innovative customer service contact channels, actively exploring new mode to adapt to the era of mobile Internet services. WeChat public platform is an open platform in the Internet environment, throughout the entire system each link of the construction of the platform, there are different degrees of risk and effective risk management, project has important significance in WeChat customer service system. This article first to the risk and risk management theory, project management and project risk management theory, has carried on the system research, and analyses the current situation of the project risk management. And then to tianjin unicom WeChat customer service system project and characteristics, on the basis of the use of brainstorming method and Delphi method to WeChat customer service system the risk of the project are analyzed, lists the project risk list. System using the method of the project work breakdown will WeChat customer service project mid vertically divided into the early stages of project planning, project implementation, project maintenance of three parts, and risk factors for each stage of a comprehensive, systematic identification and description, that may lead to project failure WeChat customer service system of the main risk factors of body, after the project risk identification, based on the identification data, on the WeChat customer service system is analyzed by qualitative and quantitative analysis and evaluation, project risk assessment of risk events probability and the possible consequences of the project, and quantify the impact of the risk of the project, calculate the expected value of each risk, and further to sorting hierarchies and risk events. Finally combining WeChat customer service the actual situation of different phases system project risk response plan, thereby reducing the risk probability, achieve the goal of project success.
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