惠普公司PS项目客户服务风险管理研究

发布时间：2018-06-26 23:22

本文选题：客户服务 + 项目风险管理　；参考：《大连海事大学》2013年硕士论文

【摘要】：随着中国改革开放政策的不断延伸,中国各地政府不断的颁布各种优惠和便利的法律法规,极大的吸引了外资企业入驻。近十年来,大连软件园世界500强外资企业大量涌入,借助大连在东北亚的地理优势以及软件园周边大学城区的人才优势,其中以服务外包、技术支持、数据分析、客户服务等项目种类为主的产业如雨后春笋般蓬勃发展。以英语、日语、韩语为主的客户服务业务是其中的主力军。惠普公司的Premium Support (PS)项目,就是客户服务加技术支持业务的典型代表。本文以PS项目为对象,以项目风险管理的六大方面为方法论,剖析PS项目目前存在的风险因素,实现消除或者降低风险,最终提高客户满意度。PS项目以英语、日语、韩语、汉语人才为主,为整个亚洲及太平洋地区的所有HP Partner Portal网站的终端用户,以及惠普内部用户,提供技术支持的客户服务项目。任何公司的任何项目都是存在或多或少的风险因素的。PS项目自从落户惠普大连公司以来,从最初的项目转移,知识转移,到后来逐步的稳定发展,其中历经了不少的艰难险阻,并且伴随着诸多风险,这些风险有显性的也有隐性的,有来自员工自身的、内部流程的、企业内部的,也有来自客户方的。为了使项目能够积极健康的发展下去,为企业创造更大的利润,PS项目的风险管理需要自始至终贯彻到日常的运作的每一个环节当中。对于可能形成威胁造成损失的风险因素,我们要将它消灭在萌芽中；对于已经产生的风险,我们要尽可能的控制,使损失降低到最小值。本篇论文,从项目的风险管理角度,对惠普PS项目的管理现状,流程现状,以及存在的风险进行全面的剖析,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.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272.3;F416.671

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