凡客诚品呼叫中心工程施工项目风险管理研究

发布时间：2018-05-12 05:27

本文选题：呼叫中心工程 + 风险评估　；参考：《中国海洋大学》2015年硕士论文

【摘要】：本文结合凡客诚品呼叫中心工程施工项目实际,运用相关理论和方法,对施工过程中的风险进行识别评估,确定项目风险的具体范围、项目风险发生的可能性以及影响程度,并制定出相应的风险应对措施和风险监控措施,尽可能降低风险的发生,缩短项目周期,节约项目成本,保证项目质量。通过对呼叫中心工程施工项目风险管理的研究,总结经验,梳理流程,形成一套成熟有效的呼叫中心工程施工项目实施过程的风险管理方法,以指导后续施工项目建设。本文主要对凡客诚品呼叫中心施工风险定义和风险管理以及风险管理的模型进行了深入分析和研究,详细讨论了风险识别和风险评估的具体方法；通过对呼叫中心工程施工项目建设背景以及实施框架的研究,对该项目具体实施的进度安排和预算进行了评估,并确定该呼叫中心工程施工项目预期需要达到的目标。在对凡客诚品呼叫中心工程项目实施风险评估之前,对该项目风险评估的范围,组织结构和流程进行了深入分析。先采用调查表的方法对风险因素和指标进行确定,用层次分析法和专家判断法建立风险评价体系,并且通过权重计算得出凡客诚品呼叫中心施工过程中风险程度最高的指标,为下一步风险监控和应对提供支撑。最后,根据风险评价体系得出的结果,从承包及施工风险,硬件设备施工风险以及施工人员角色风险等三个方面着手对凡客诚品呼叫中心工程项目的风险进行监控和应对,提出了施工方案审核和关键人员选派、不同阶段的风险预估和回顾、规范合同协议、制定风险应急方案等四个方面的应对措施,降低项目风险,为以后同类项目提供建议指导。
[Abstract]:Combined with the actual construction project of VANCL call Center, this paper uses relevant theories and methods to identify and evaluate the risk in the construction process, to determine the specific scope of the project risk, the possibility of the occurrence of the project risk and the degree of influence. The corresponding risk response measures and risk monitoring measures are worked out to reduce the occurrence of risk, shorten the project cycle, save the project cost and ensure the quality of the project as much as possible. By studying the risk management of the construction project of the call center project, summing up the experience and combing the process, a set of mature and effective risk management method of the construction project of the call center project is formed to guide the construction of the subsequent construction project. In this paper, the definition of construction risk, risk management and risk management model of VANCL call center are analyzed and studied in depth, and the specific methods of risk identification and risk assessment are discussed in detail. Based on the study of the background and implementation frame of the construction project of the call center project, the schedule and budget of the project are evaluated, and the expected objectives of the construction project are determined. Before carrying out the risk assessment of VANCL call center project, the scope, organization structure and process of the project risk assessment are analyzed. The risk factors and indexes are determined by questionnaire, the risk evaluation system is established by AHP and expert judgment, and the highest risk index in the construction process of VANCL call center is obtained by weight calculation. Provide support for next step risk monitoring and response. Finally, according to the results of the risk evaluation system, from the contract and construction risk, the construction risk of hardware equipment and the risk of the role of construction personnel, the risk of VANCL call center project is monitored and dealt with. Four countermeasures are put forward, such as audit of construction plan and selection of key personnel, risk estimation and review in different stages, standardization of contract agreement, formulation of risk emergency plan, reducing project risk, and providing advice and guidance for similar projects in the future.
【学位授予单位】：中国海洋大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TU71

【参考文献】