本文選題：項目管理　切入點：范圍管理　出處：《北京郵電大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著移動通信行業(yè)的日臻成熟,競爭的重點已從技術(shù)領(lǐng)先的競爭,發(fā)展到市場的競爭,且逐漸進(jìn)入白熱化階段。為了在競爭中保持優(yōu)勢,通過外呼渠道開展電話營銷和服務(wù)關(guān)懷,已經(jīng)成為深圳移動重要的市場拓展和客戶維系服務(wù)手段之一。電話營銷和服務(wù)關(guān)懷等外呼活動具備項目的基本特征,可以按照項目的方式,在項目管理知識體系及其工具技術(shù)的理論指導(dǎo)下開展。本文研究的目的,就是如何應(yīng)用項目管理理論對深圳移動電話營銷外呼項目進(jìn)行科學(xué)的管理,重點放在如何做好項目的范圍和時間進(jìn)度管理方面。 本文運(yùn)用項目管理理論和深圳移動電話營銷外呼項目的實踐相結(jié)合的研究方法,首先運(yùn)用建立項目范圍規(guī)劃的理論,研究提出了一套電信業(yè)電話營銷外包外呼項目篩選的“五步加權(quán)評分法”,解決了如何判斷和篩選適合用外呼開展的項目的問題；接著,運(yùn)用項目的范圍定義方法,編制了具有普遍意義的可以廣泛套用在電話營銷外包外呼項目的工作分解結(jié)構(gòu)；然后,通過項目的時間管理的工作邏輯關(guān)系確定、工作排序、歷時估算等步驟制定了電話營銷外包外呼項目的進(jìn)度計劃,并通過網(wǎng)絡(luò)圖跟蹤項目的進(jìn)度情況,對可能出現(xiàn)的范圍和時間的變更進(jìn)行有效管理,確保變更的有序進(jìn)行。最后,結(jié)合深圳移動的電話營銷項目的管理和組織現(xiàn)狀,提出了將項目管理和相關(guān)職能管理通過一套管理信息系統(tǒng)——深圳移動外呼項目管理平臺得以開發(fā)和實現(xiàn),大大提高項目管理和日常運(yùn)營管理的效率和效果。 本文相關(guān)的研究成果,已經(jīng)在深圳移動電話營銷項目管理中得到廣泛應(yīng)用,并在廣東移動全省推廣,在移動通信行業(yè)外包外呼項目管理領(lǐng)域具有一定的借鑒和參考意義。
[Abstract]:With the development of mobile communication industry, the focus of competition has developed from technology leading competition to market competition, and gradually into the white-hot stage. Telephone marketing and service care through external call channels has become one of Shenzhen Mobile's important means of market expansion and customer maintenance service. Telephone marketing and service care and other external call activities have the basic characteristics of the project. It can be carried out under the guidance of the project management knowledge system and its tools and technology. The purpose of this paper is to apply the project management theory to the scientific management of Shenzhen mobile phone marketing outsourcing project. Focus on how to do a good job in project scope and time schedule management. This paper uses the project management theory and the Shenzhen mobile phone marketing call project practice to combine the research method, first uses the establishment project scope planning theory, This paper puts forward a set of "five-step weighted scoring method" for the screening of external call items in the telephone marketing outsourcing of telecommunication industry, which solves the problem of how to judge and select the suitable items to be carried out with the external call, and then applies the method of defining the scope of the project. The work breakdown structure, which can be widely applied in the telephone marketing outsourcing project, is developed, and then, through the work logic relation of the time management of the project, the work order is determined. The diachronic estimation and other steps have made the progress plan of the external call project of the telephone marketing outsourcing, and tracked the progress of the project through the network diagram, carried on the effective management to the possible scope and the time change, ensured the change to carry on in an orderly manner. Finally, According to the management and organization status of the telephone marketing project of Shenzhen Mobile, this paper puts forward that the project management and related function management can be developed and realized through a set of management information system-Shenzhen Mobile external call Project Management platform. Greatly improve the efficiency and effectiveness of project management and daily operation management. The related research results of this paper have been widely used in Shenzhen mobile phone marketing project management, and have been widely used in Guangdong mobile province. It has a certain reference and reference significance in the field of mobile communication industry outsourcing external call project management.
【學(xué)位授予單位】：北京郵電大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F274;F626

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本文編號：1622871