深圳市雁联计算系统有限公司服务运营优化研究

发布时间：2018-08-05 09:41

【摘要】：本论文是在当前科技创新成为常态的背景下,IT型服务企业如何在竞争日趋激励的环境中,通过服务运营管理来提高企业工作效率做出的一次探讨,是将服务运营管理应用到IT服务企业的一次案例尝试,能对深圳市雁联计算系统有限公司(以下简称为雁联公司)在服务运营过程中提供帮助。雁联公司作为中国金融科技行业中的一员,主要从事金融系统应用软件产品的定制式研发和设计工作。随着软件技术的不断发展,金融机构业务模式的不断变化,以及公司规模的扩大和市场竞争程度的加剧,公司现行的软件产品服务运营面临产品标准化程度不高、核心人才加速流失等许多问题与挑战,有必要对其服务运营进行有针对性的分析和优化。本文以服务运营相关理论为基础,聚焦于企业软件产品服务运营,对目前企业服务运营现状和存在的问题:服务产品开发、多(并发)项目管理、收益分配、质量管理、协调机制五个主要方面展开分析。首先,本文对目前国内IT企业的运营特征进行简单的介绍,然后就企业服务运营管理的现状和存在的问题展开分析,认为企业在现行的运营状态下,服务运营管理过程中存在产品不成熟,多(并)发项目管理矛盾突出,运营收益分配机制不合理,质量管理不到位,服务协调管理成本高等问题,并对其产生的原因进行分析。在此基础上,提出针对企业的服务运营优化方案,给出具体对策。最后,提出企业服务运营优化策略实施中需要的保障性措施,从服务组织行为的持续改进,形成优秀的企业内部文化与利益的合理分配,建立企业的质量文化,加强人才梯队建设,健全服务管理提出了具体的保障措施。
[Abstract]:In this paper, under the background of the current scientific and technological innovation, the IT service enterprise can improve the efficiency of the enterprise through service operation management in the increasingly competitive environment. It is a case trial of applying service operation management to the IT service enterprise. It can be used to the limited public of the Shenzhen City goose union computing system. As a member of the Chinese financial science and technology industry, the company is mainly engaged in the customized research and design work of the application software products of the financial system. With the continuous development of software technology, the continuous changes in the business model of financial institutions and the expansion of the scale of the company. With the intensification of the market competition, the current software product service operation of the company is facing many problems and challenges, such as the low degree of product standardization and the acceleration of the loss of core talents. It is necessary to analyze and optimize its service operation. Based on the theory of service operation, this paper focuses on the service transportation of the enterprise software products. The present situation and existing problems of enterprise service operation are analyzed in five main aspects: service product development, multi (concurrent) project management, income distribution, quality management and coordination mechanism. Firstly, this paper briefly introduces the operating characteristics of IT enterprises in China, and then discusses the current situation and existing problems of enterprise service operation management. On the basis of the analysis of the problem, it is believed that in the current operation state of the enterprise, there are some problems in the process of service operation and management, such as the immature product, the more (and) and more contradictions of the project management, the unreasonable distribution mechanism of the operating income, the poor quality management, the high cost of the service coordination management, and the analysis of the reasons for it. In the end, it puts forward the guarantee measures needed in the implementation of the enterprise service operation optimization strategy, from the continuous improvement of the service organization behavior, the formation of a reasonable distribution of culture and interest within the enterprise, the establishment of the quality culture of the enterprise, the strengthening of the construction of the talent echelon, and the improvement of the service management. Specific safeguards were given.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F49

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