IT服务管理在机器人企业中的应用研究

发布时间：2018-05-14 23:06

本文选题：IT服务管理 + 机器人　；参考：《华东理工大学》2017年硕士论文

【摘要】：当今公司的成功已经与公司的信息技术(IT)服务紧密联系在一起。而随着机器人行业飞速发展,IT服务对机器人企业的应用似乎还并不让人满意。在机器人系统开始逐渐代替人工而走上生产线,成为生产第一线主力军的今天,对于机器人系统的管理及对客户的服务还存在着不少的漏洞,如问题传达障碍,问题处理不及时及客户满意度不高等等。这些问题往往制约了机器人行业的发展,特别是如今机器人企业及其周边系统公司百家争鸣,实力又参差不齐。客户满意度不理想,会给整个行业的发展带来很大的困扰。本文是作者在一家知名机器人公司工作中,针对机器人系统问题解决方法及流程中存在的不满意的部分,而对在机器人系统问题解决的管理流程中引入实施IT服务管理理论,以期待达到快速传达客户问题、对问题快速反应和快速解决,最终达到提升客户满意度的目的。本文通过研究IT服务管理在机器人系统项目中的应用并探讨IT服务管理在机器人系统项目中的工作方法,主要做了以下几个工作：(1)在机器人系统项目及问题解决过程中,成功引入IT服务管理模式,提出IT服务管理在机器人系统项目中的应用框架；(2)在已有的IT服务实施方法基础上,提出适合于机器人系统项目的IT服务管理实施方法；(3)研究应用框架中的组织结构设计和执行流程设计,完成适用于课题的组织结构和流程设计模型；(4)研究IT服务管理软件,实施设计配套的流程和界面；(5)通过对IT服务管理应用前后问题解决的数据对比,对IT服务管理的效果进行测评。通过对公司机器人系统项目中加入了IT服务管理系统,公司问题解决效率有了显著的提高,员工对系统的满意度达到了90%以上,客户的满意度也得到了大大提升。根据应用的结果展示了IT服务管理在机器人系统项目中应用的可行性,开拓了IT服务管理的应用方向。
[Abstract]:The success of the company has been closely linked with the company's information technology (IT) service. With the rapid development of the robotics industry, the application of IT services to the robotic enterprises seems not to be satisfactory. There are still a lot of loopholes in the management of the system and the service to the customers, such as the problem communication barrier, the problem handling is not timely and the customer satisfaction is not high. These problems often restrict the development of the robot industry, especially the robot enterprise and its surrounding system companies are contending, the strength is uneven. Ideally, it will bring great trouble to the development of the whole industry. This article is an unsatisfactory part of the solution and process of the robot system problem in the work of a well-known robotic company, and the IT service management theory is introduced to the management process of the robot system problem solving in order to reach the fast speed. In this paper, the application of IT service management in the robot system project and the working methods of IT service management in the robot system project are discussed in this paper. The following work is done mainly: (1) in the robot system project and the question. In the process of solving the problem, the IT service management model is introduced successfully, and the application framework of IT service management in the robot system project is put forward. (2) on the basis of the existing implementation methods of IT services, the implementation method of IT service management suitable for robot system project is proposed. (3) to study the organization structure design and the implementation process design in the application framework. Complete the organization structure and process design model suitable for the project; (4) study IT service management software, implement the design matching process and interface; (5) evaluate the effect of IT service management through the data comparison of the problems solved before and after the application of IT service management. The service management department of the company robot system project is added to the service management department of the company robot system project. The efficiency of the company problem solving has been greatly improved, the employee satisfaction to the system has reached more than 90%, and the customer satisfaction has been greatly improved. According to the results of the application, the feasibility of the application of IT service management in the robot system project has been demonstrated, and the application direction of IT service management has been opened up.

【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F416.67;TP311.52

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