發(fā)布時間：2018-06-26 23:22

  本文選題：客戶服務(wù) + 項目風(fēng)險管理�。� 參考：《大連海事大學(xué)》2013年碩士論文

【摘要】：隨著中國改革開放政策的不斷延伸,中國各地政府不斷的頒布各種優(yōu)惠和便利的法律法規(guī),極大的吸引了外資企業(yè)入駐。近十年來,大連軟件園世界500強外資企業(yè)大量涌入,借助大連在東北亞的地理優(yōu)勢以及軟件園周邊大學(xué)城區(qū)的人才優(yōu)勢,其中以服務(wù)外包、技術(shù)支持、數(shù)據(jù)分析、客戶服務(wù)等項目種類為主的產(chǎn)業(yè)如雨后春筍般蓬勃發(fā)展。以英語、日語、韓語為主的客戶服務(wù)業(yè)務(wù)是其中的主力軍。 惠普公司的Premium Support (PS)項目,就是客戶服務(wù)加技術(shù)支持業(yè)務(wù)的典型代表。本文以PS項目為對象,以項目風(fēng)險管理的六大方面為方法論,剖析PS項目目前存在的風(fēng)險因素,實現(xiàn)消除或者降低風(fēng)險,最終提高客戶滿意度。PS項目以英語、日語、韓語、漢語人才為主,為整個亞洲及太平洋地區(qū)的所有HP Partner Portal網(wǎng)站的終端用戶,以及惠普內(nèi)部用戶,提供技術(shù)支持的客戶服務(wù)項目。任何公司的任何項目都是存在或多或少的風(fēng)險因素的。PS項目自從落戶惠普大連公司以來,從最初的項目轉(zhuǎn)移,知識轉(zhuǎn)移,到后來逐步的穩(wěn)定發(fā)展,其中歷經(jīng)了不少的艱難險阻,并且伴隨著諸多風(fēng)險,這些風(fēng)險有顯性的也有隱性的,有來自員工自身的、內(nèi)部流程的、企業(yè)內(nèi)部的,也有來自客戶方的。為了使項目能夠積極健康的發(fā)展下去,為企業(yè)創(chuàng)造更大的利潤,PS項目的風(fēng)險管理需要自始至終貫徹到日常的運作的每一個環(huán)節(jié)當中。對于可能形成威脅造成損失的風(fēng)險因素,我們要將它消滅在萌芽中；對于已經(jīng)產(chǎn)生的風(fēng)險,我們要盡可能的控制,使損失降低到最小值。 本篇論文,從項目的風(fēng)險管理角度,對惠普PS項目的管理現(xiàn)狀,流程現(xiàn)狀,以及存在的風(fēng)險進行全面的剖析,并提出一系列的改善方案。
[Abstract]:With the continuous extension of China's reform and opening policy, Chinese governments have promulgated various preferential and convenient laws and regulations, which have greatly attracted foreign enterprises. In the past ten years, Dalian Software Park has attracted a large number of top 500 foreign-funded enterprises in the world. With the help of Dalian's geographical advantages in Northeast Asia and the talents advantage of the surrounding university districts of the Software Park, among them, service outsourcing, technical support, data analysis, Customer service and other projects such as the main types of industries such as springing up vigorous development. In English, Japanese, Korean-based customer service business is one of the main force. Hewlett-Packard 's Premium support (PS) project is typical of the customer service plus technical support business. Taking PS project as the object, taking six aspects of project risk management as methodology, this paper analyzes the existing risk factors of PS project, realizes eliminating or reducing risk, and finally improves customer satisfaction. PS project is in English, Japanese, Korean, etc. Chinese language talent provides technical support to all end users of HP partner Portal sites throughout Asia and the Pacific, as well as Hewlett-Packard internal users. Any project in any company has more or less a risk factor. Since its inception in Hewlett-Packard Dalian Company, from the initial project transfer and knowledge transfer to the gradual and steady development, the project has experienced a lot of difficulties and difficulties. And with a lot of risks, these risks are explicit and implicit, from the employees themselves, internal processes, internal enterprises, but also from the client. In order to make the project develop positively and healthily, and create more profits for the enterprise, the risk management of PS project needs to be carried out to every link of daily operation from beginning to end. We should nip it in the bud for the risk factor that may cause the loss, and we should control the risk as far as possible to minimize the loss. From the point of view of project risk management, this paper makes a comprehensive analysis of HP PS project management status, process status and existing risks, and puts forward a series of improvement schemes.
【學(xué)位授予單位】：大連海事大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F272.3;F416.671

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