深圳移动电话营销外包项目范围和进度管理

发布时间：2018-03-17 03:07

本文选题：项目管理　切入点：范围管理　出处：《北京邮电大学》2012年硕士论文　论文类型：学位论文

【摘要】：随着移动通信行业的日臻成熟,竞争的重点已从技术领先的竞争,发展到市场的竞争,且逐渐进入白热化阶段。为了在竞争中保持优势,通过外呼渠道开展电话营销和服务关怀,已经成为深圳移动重要的市场拓展和客户维系服务手段之一。电话营销和服务关怀等外呼活动具备项目的基本特征,可以按照项目的方式,在项目管理知识体系及其工具技术的理论指导下开展。本文研究的目的,就是如何应用项目管理理论对深圳移动电话营销外呼项目进行科学的管理,重点放在如何做好项目的范围和时间进度管理方面。本文运用项目管理理论和深圳移动电话营销外呼项目的实践相结合的研究方法,首先运用建立项目范围规划的理论,研究提出了一套电信业电话营销外包外呼项目筛选的“五步加权评分法”,解决了如何判断和筛选适合用外呼开展的项目的问题；接着,运用项目的范围定义方法,编制了具有普遍意义的可以广泛套用在电话营销外包外呼项目的工作分解结构；然后,通过项目的时间管理的工作逻辑关系确定、工作排序、历时估算等步骤制定了电话营销外包外呼项目的进度计划,并通过网络图跟踪项目的进度情况,对可能出现的范围和时间的变更进行有效管理,确保变更的有序进行。最后,结合深圳移动的电话营销项目的管理和组织现状,提出了将项目管理和相关职能管理通过一套管理信息系统——深圳移动外呼项目管理平台得以开发和实现,大大提高项目管理和日常运营管理的效率和效果。本文相关的研究成果,已经在深圳移动电话营销项目管理中得到广泛应用,并在广东移动全省推广,在移动通信行业外包外呼项目管理领域具有一定的借鉴和参考意义。
[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.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F626

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