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论文编号：	9625
作者编号：	2220130880
上传时间：	2017/12/7 22:25:08
中文题目：	TE公司供热客服中心IT项目质量管理体系建设研究
英文题目：	Research on Construction of IT Project Quality Management System of TE Company Heating Customer Service Center
指导老师：	杨坤
中文关键字：	客服中心建设；项目质量管理；IT；体系建设
英文关键字：	Customer service center construction; Project quality management; IT; System construction
中文摘要：	社会服务的信息化建设在信息网络技术的融入下，取得了巨大的突破和进展。仅仅通过语音服务来实现社会公众对信息的需要已然成为过去式，现在公众更加希望能够获得个性化、综合化、多元化、智能化的服务。TE公司在供热客服中心项目构成上主要包括了系统软件、服务设备、计算机网络等，最终致力于实现公众服务型客服中心的建设，给公众提供更全面的信息咨询和推广服务。在追求社会服务的综合性发展之下，不断提升质量、降低成本，打造现代高科技信息资源服务成为了必然趋势。因此，对已建成的TE公司供热客服中心项目回顾并对其建设过程中质量管理工作进行研究，针对其IT建设项目建立质量管理体系并提出保障措施及对策，对于今后公司供热客服中心二期及类似IT项目建设过程中提升项目质量、降低开发成本具有积极的意义。本文主要采用了实际调查分析、文献收集整理、对比分析等方法对该项目质量管理体系的建立和保障进行了研究，为有效开展相关的质量管理和控制奠定了坚实的基础。本文首先主要介绍了选题背景和意义、国内外项目质量管理体系要求的最新进展、研究目的、方法与研究内容，然后主要阐述了研究的理论框架、分析了TE公司供热客服中心IT项目质量管理存在的问题，并针对问题提出了其质量管理体系建设策略与模块的构建，对TE公司供热客服中心IT项目质量管理体系的建设做出了相关的保障与实施建议，最后进行了总结与展望。
英文摘要：	The social construction of IT in the integration of information network technology, has made great breakthroughs and progress. Only to realize the social public need for information by voice service has become the past, now the public is hoping to get more personalized, comprehensive, diversified, intelligent service.TE enterprise customer service center in the heating composition mainly includes system software, service equipment, computer network construction, finally committed to public service window, for the public to provide more comprehensive information and consulting services. Under the comprehensive development of the pursuit of social services, improve the quality and reduce the cost, to build a modern high-tech information Resource service has become an inevitable trend. Therefore, the company has built TE heating service center project review and Research on the quality management of the construction process, the construction of IT project to establish a quality management system and put forward the safeguard measures and countermeasures, for the future similar projects to enhance the quality of IT company in the process of project construction, has a positive the significance of reducing the cost of development. This thesis uses the actual investigation and analysis, literature collection, establish and improve the working methods of comparative analysis of the quality management system of the site, which laid a solid foundation for the effective development of quality management and control. The construction project management system of customer service center of the TE heating problems were studied. This thesis is divided into five chapters, the first chapter mainly introduces the background and significance of the topic, the latest progress of domestic and foreign project requirements of the quality management system, research purpose and research contents and methods; framework; the second chapter mainly elaborates the research theory frame; the third chapter mainly analyzes the TE company IT project overview and heating service quality management; the fourth chapter mainly introduces the TE company IT project of heating customer service quality management system construction strategy and put forward the construction of the project construction module, strategy and module; the fifth chapter on the construction of quality management system of IT company TE project of heating in the relevant customer service guarantee and the implementation of the recommendations; finally summarized and prospect.
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