【摘要】：網(wǎng)絡(luò)質(zhì)量是移動用戶直接感知的服務(wù)質(zhì)量,是移動通信企業(yè)的生命線。近年來,隨著移動通信網(wǎng)絡(luò)技術(shù)的發(fā)展和用戶規(guī)模的不斷增長,加上智能終端的普及,中國移動通信公司的網(wǎng)絡(luò)設(shè)備數(shù)量與業(yè)務(wù)量均成倍增長。與此同時,隨著業(yè)務(wù)種類的不斷增加,用戶的針對網(wǎng)絡(luò)質(zhì)量的投訴數(shù)量也在顯著增長。在移動網(wǎng)絡(luò)運(yùn)維管理工作中,以面向網(wǎng)絡(luò)為主的傳統(tǒng)網(wǎng)絡(luò)質(zhì)量指標(biāo)體系與客戶感知的網(wǎng)絡(luò)質(zhì)量之間出現(xiàn)背離現(xiàn)象,網(wǎng)絡(luò)中出現(xiàn)傳統(tǒng)的測試指標(biāo)、無線與核心網(wǎng)性能統(tǒng)計(jì)指標(biāo)結(jié)果很好,但客戶感知卻不斷下降的情況。網(wǎng)絡(luò)質(zhì)量管理工作作為一項(xiàng)綜合性與系統(tǒng)性的工作,其重要性與復(fù)雜性不言而喻。論文結(jié)合四川移動GSM網(wǎng)絡(luò)端到端質(zhì)量改進(jìn)項(xiàng)目工作開展實(shí)施的具體過程,采用文獻(xiàn)研究與實(shí)證研究相結(jié)合的方法,運(yùn)用項(xiàng)目管理方法,將四川移動通信公司網(wǎng)絡(luò)質(zhì)量改進(jìn)作為一個項(xiàng)目,首先分析了GSM網(wǎng)絡(luò)端到端質(zhì)量指標(biāo)體系,建立了項(xiàng)目的目標(biāo),闡述了質(zhì)量改進(jìn)項(xiàng)目的過程,最后建立了貼近客戶感知的網(wǎng)絡(luò)質(zhì)量管理工作的方法、流程。論文首先介紹了項(xiàng)目管理的基本理論。隨后在GSM網(wǎng)絡(luò)端到端質(zhì)量改進(jìn)項(xiàng)目概述中介紹四川移動公司在網(wǎng)絡(luò)質(zhì)量管理中面臨的困難與項(xiàng)目實(shí)施的背景,闡述項(xiàng)目開展的基本思路與方法。接下來通過對GSM網(wǎng)絡(luò)端到端質(zhì)量改進(jìn)項(xiàng)目目標(biāo)分析,對網(wǎng)絡(luò)端到端質(zhì)量指標(biāo)結(jié)構(gòu)進(jìn)行了詳細(xì)講解。通過將GSM網(wǎng)絡(luò)端到端質(zhì)量改進(jìn)項(xiàng)目的實(shí)施過程作為研究對象,具體對項(xiàng)目的實(shí)施過程、方法與效果進(jìn)行詳細(xì)分析,說明在網(wǎng)絡(luò)質(zhì)量管理過程中實(shí)施項(xiàng)目管理的必要性。最后文章對研究的結(jié)果進(jìn)行分析和總結(jié),提出后續(xù)的改進(jìn)方向,以期對移動網(wǎng)絡(luò)質(zhì)量管理工作的進(jìn)一步完善與提高提出參考建議。通過本文的分析,證明了在移動網(wǎng)絡(luò)質(zhì)量管理工作中采用項(xiàng)目管理的方法和工具,能夠?yàn)閺?fù)雜的系統(tǒng)性工作組織與實(shí)施以及目標(biāo)實(shí)現(xiàn)提供有效的保障。同時本研究的成果所具有的實(shí)踐意義也能夠?qū)罄m(xù)開展此類綜合性的專項(xiàng)工作起到指導(dǎo)作用。
[Abstract]:Network quality is the quality of service directly perceived by mobile users and the lifeline of mobile communication enterprises. In recent years, with the development of mobile communication network technology and the continuous growth of user scale, coupled with the popularity of intelligent terminals, the number of network equipment and business volume of Chinese mobile communication companies have doubled. At the same time, with the continuous increase of business types, the number of complaints about network quality is also increasing significantly. In the management of mobile network operation and maintenance, there is a deviation between the traditional network quality index system oriented to the network and the network quality perceived by the customer, and the traditional test index appears in the network. The performance statistical index of wireless and core network is very good, but the customer perception is declining. As a comprehensive and systematic work, the importance and complexity of network quality management is self-evident. Combined with the concrete process of implementing the end-to-end quality improvement project of Sichuan Mobile GSM network, this paper adopts the method of literature research and empirical research, and uses the project management method to take the network quality improvement of Sichuan Mobile Communication Company as a project. Firstly, it analyzes the end-to-end quality index system of GSM network, establishes the goal of the project, and expounds the process of the quality improvement project. Finally, the method and process of network quality management close to customer perception are established. Firstly, the paper introduces the basic theory of project management. Then, in the overview of GSM network end-to-end quality improvement project, this paper introduces the difficulties faced by Sichuan Mobile Company in network quality management and the background of project implementation, and expounds the basic ideas and methods of the project development. Then, through the analysis of the GSM network end-to-end quality improvement project objectives, the network end-to-end quality index structure is explained in detail. By taking the implementation process of GSM network end-to-end quality improvement project as the research object, the implementation process, method and effect of the project are analyzed in detail, and the necessity of implementing project management in the process of network quality management is explained. Finally, the paper analyzes and summarizes the results of the study, and puts forward the direction of subsequent improvement, in order to further improve and improve the quality management of mobile networks. Through the analysis of this paper, it is proved that the application of project management methods and tools in mobile network quality management can provide an effective guarantee for the organization and implementation of complex systematic work and the realization of goals. At the same time, the practical significance of the results of this study can also play a guiding role in the follow-up to this kind of comprehensive special work.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：TN929.532

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本文編號：2499545