6sigma方法在提升呼叫中心服务质量中的应用

发布时间：2018-06-07 00:09

本文选题：6sigma方法 + 项目管理　；参考：《华东理工大学》2012年硕士论文

【摘要】：本文首先介绍了6sigma方法的基本概念、人员配备、基本步骤、使用工具和方法,以及项目质量管理相关理论,并将6sigma方法与质量管理理论进行比较,参考了6sigma方法在国内外的运用情况,同时作者结合在某旅游企业的呼叫中心实施的具体项目,详细说明了6sigma方法和项目管理如何在呼叫中心内进行推进的过程,以及项目的实施步骤与取得改进的效果,本文将6sigma方法和项目管理从理论拓展到应用中,展示了它们在呼叫中心的服务质量改进中所起的重要作用。同时作者根据项目实施的具体情况,总结了适用于呼叫中心管理的6sigma质量管理模型,从人员管理,统计学方法,项目管理三个方面进行了进一步的说明和分析,最后作者思考了6sigma方法在呼叫中心服务质量管理中应用,并提出了一些启示。
[Abstract]:This paper first introduces the basic concept of 6sigma method, staffing, basic steps, tools and methods, as well as the relevant theories of project quality management, and compares the 6sigma method with the theory of quality management. Referring to the application of 6sigma method at home and abroad, combined with the specific project implemented in the call center of a tourism enterprise, the author explains in detail how the 6sigma method and project management can be carried out in the call center. As well as the implementation steps of the project and the effect of the improvement, this paper extends the 6sigma method and project management from theory to application, and shows their important role in improving the quality of service of call center. At the same time, according to the implementation of the project, the author summarizes the 6sigma quality management model suitable for call center management, and further explains and analyzes the three aspects of personnel management, statistical method and project management. Finally, the author thinks about the application of 6sigma method in call center service quality management, and puts forward some enlightenment.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F273.2;F592.6

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