爱立信公司通信紧急故障处理团队管理问题研究

发布时间：2018-04-17 00:20

本文选题：紧急故障 + 团队管理　；参考：《广西大学》2015年硕士论文

【摘要】：在过去的20年,通信行业发生了翻天覆地的变化,从传统的程控交换,到大哥大时代的模拟移动通信,继而以GSM代表的2G时代来临,之后的3G、4G纷至沓来,在客户还未完全了解4G时,5G通信技术已经开始测试。同时中国移动通信用户达到12.35亿,其中移动互联网用户总数达8.38亿户。单设备承载的用户数越来越多,任何设备出现故障都会导致大量的业务中断和用户投诉。因此,如何尽快修复,对于运营商和设备制造商都有着积极意义。本文在对通信项目管理国内外研究文献检索的基础上,结合作者多年在运营商和设备制造商爱立信公司实际工作经验,对爱立信公司在紧急故障处理过程中的团队管理进行分析,发现了内外部沟通不畅、团队成员甄选不严格、激励不到位、存在跨文化冲突和文档不规范等问题,并分析产生这些问题的根本原因。以项目管理的相关理论为指导,提出了理清沟通渠道和方式、调整成员面试流程、建设弹性的激励机制、增加新角色以缓和冲突及规范文档等解决思路。爱立信公司在通信紧急故障处理上的做法在行业内具有一定的代表性,挖掘和研究其中存在的问题并尝试去解决这些问题将为运营商和设备制造厂商提供借鉴的意义。
[Abstract]:Over the past 20 years, the communications industry has changed dramatically, from traditional program-controlled switching to analog mobile communications in the era of Big Brother, and then to the 2G era represented by GSM, followed by 3G 4G.The 5 G communication technology has been tested before customers fully understand 4G.At the same time, China's mobile communications users reached 1.235 billion, including 838 million mobile Internet users.There are more and more users on a single device, any equipment failure will lead to a large number of business interruption and user complaints.Therefore, how to repair as soon as possible, for operators and equipment manufacturers have a positive significance.Based on the literature retrieval of communication project management at home and abroad, this paper combines the author's practical working experience with the operator and equipment manufacturer Ericsson for many years.Through the analysis of Ericsson's team management in the process of emergency fault handling, we find that the internal and external communication is not smooth, the selection of team members is not strict, the incentive is not in place, there are some problems, such as cross-cultural conflict and non-standard documents, etc.And analyze the root causes of these problems.Guided by the relevant theories of project management, this paper puts forward some solutions, such as clarifying communication channels and ways, adjusting the interview process of members, building flexible incentive mechanism, adding new roles to ease conflicts and standardizing documents.Ericsson's approach to communication emergency fault handling is representative in the industry. It will provide reference significance for operators and equipment manufacturers to dig up and study the existing problems and try to solve these problems.
【学位授予单位】：广西大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F416.63;F272.92

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