發(fā)布時間：2018-04-17 00:20

  本文選題：緊急故障 + 團隊管理��； 參考：《廣西大學》2015年碩士論文

【摘要】：在過去的20年,通信行業(yè)發(fā)生了翻天覆地的變化,從傳統(tǒng)的程控交換,到大哥大時代的模擬移動通信,繼而以GSM代表的2G時代來臨,之后的3G、4G紛至沓來,在客戶還未完全了解4G時,5G通信技術已經(jīng)開始測試。同時中國移動通信用戶達到12.35億,其中移動互聯(lián)網(wǎng)用戶總數(shù)達8.38億戶。單設備承載的用戶數(shù)越來越多,任何設備出現(xiàn)故障都會導致大量的業(yè)務中斷和用戶投訴。因此,如何盡快修復,對于運營商和設備制造商都有著積極意義。本文在對通信項目管理國內(nèi)外研究文獻檢索的基礎上,結(jié)合作者多年在運營商和設備制造商愛立信公司實際工作經(jīng)驗,對愛立信公司在緊急故障處理過程中的團隊管理進行分析,發(fā)現(xiàn)了內(nèi)外部溝通不暢、團隊成員甄選不嚴格、激勵不到位、存在跨文化沖突和文檔不規(guī)范等問題,并分析產(chǎn)生這些問題的根本原因。以項目管理的相關理論為指導,提出了理清溝通渠道和方式、調(diào)整成員面試流程、建設彈性的激勵機制、增加新角色以緩和沖突及規(guī)范文檔等解決思路。愛立信公司在通信緊急故障處理上的做法在行業(yè)內(nèi)具有一定的代表性,挖掘和研究其中存在的問題并嘗試去解決這些問題將為運營商和設備制造廠商提供借鑒的意義。
[Abstract]:Over the past 20 years, the communications industry has changed dramatically, from traditional program-controlled switching to analog mobile communications in the era of Big Brother, and then to the 2G era represented by GSM, followed by 3G 4G.The 5 G communication technology has been tested before customers fully understand 4G.At the same time, China's mobile communications users reached 1.235 billion, including 838 million mobile Internet users.There are more and more users on a single device, any equipment failure will lead to a large number of business interruption and user complaints.Therefore, how to repair as soon as possible, for operators and equipment manufacturers have a positive significance.Based on the literature retrieval of communication project management at home and abroad, this paper combines the author's practical working experience with the operator and equipment manufacturer Ericsson for many years.Through the analysis of Ericsson's team management in the process of emergency fault handling, we find that the internal and external communication is not smooth, the selection of team members is not strict, the incentive is not in place, there are some problems, such as cross-cultural conflict and non-standard documents, etc.And analyze the root causes of these problems.Guided by the relevant theories of project management, this paper puts forward some solutions, such as clarifying communication channels and ways, adjusting the interview process of members, building flexible incentive mechanism, adding new roles to ease conflicts and standardizing documents.Ericsson's approach to communication emergency fault handling is representative in the industry. It will provide reference significance for operators and equipment manufacturers to dig up and study the existing problems and try to solve these problems.
【學位授予單位】：廣西大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F416.63;F272.92

【參考文獻】

相關期刊論文 前1條

1 胡寶民;;項目管理中的溝通問題和溝通方法探析[J];經(jīng)營管理者;2013年05期

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本文編號：1761232