沧州移动满意度提升项目范围管理研究

发布时间：2018-03-20 15:39

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

【摘要】：随着激烈的市场竞争和移动产品的日益同质化,在经历了“产品战”和“价格战”以后,发展一个新客户远远比维护一名老客户所花费的成本大得多,同时老客户往往对企业的贡献和可挖掘潜力更大,提升客户对企业的忠诚感和满意感则是解决问题的关键所在。多项研究表明,很多客户需要的不仅仅是技术所决定的产品质量,他们更需要情感上的满足和慰藉。如果能在情感和心理上打动客户,将会在很大程度上影响客户的忠诚感和满意度。本文从沧州移动满意度提升项目范围出发,以范围管理为主要研究内容,通过选取客户满意度提升项目的真实案例,采用文献分析与案例分析的方法,构建一个满意度提升项目的范围管理参考模型,将范围管理理论知识和工具技术与项目实践相结合,得到范围管理各过程的结果,在理论上,为沧州移动客户满意度提升项目的范围管理提供全面、系统、科学的管理架构,为此类项目范围管理的理论储备与参考文档,进而丰富和拓展项目范围管理研究的理论资料；在实践上,为项目范围管理中项目组主要成员的科学选择与系统评价科学地实践指导,为企业服务质量的测评提供新的思路,最终促进企业的进一步健康发展。
[Abstract]:With the fierce market competition and the increasing homogeneity of mobile products, after "product wars" and "price wars," developing a new customer is far more expensive than maintaining an old customer. At the same time, old customers tend to contribute more to the enterprise and have more potential to tap. Promoting customer loyalty and satisfaction is the key to solve the problem. Many customers need not only the quality of products determined by technology, but also emotional satisfaction and comfort. If they can move customers emotionally and psychologically, it will greatly affect their loyalty and satisfaction. Starting from the scope of Cangzhou mobile satisfaction promotion project and taking scope management as the main research content, this paper adopts the methods of literature analysis and case analysis to select the real case of customer satisfaction promotion project. This paper constructs a range management reference model of the satisfaction promotion project, combines the scope management theory knowledge and the tool technology with the project practice, obtains the scope management each process result, in theory, To provide a comprehensive, systematic and scientific management framework for Cangzhou Mobile customer satisfaction promotion project scope management, to provide theoretical reserves and reference documents for this kind of project scope management, and to enrich and expand the theoretical data of project scope management research. In practice, it provides a scientific guidance for the scientific selection and systematic evaluation of the main members of the project group in the project scope management, provides a new way of thinking for the evaluation of the service quality of the enterprise, and finally promotes the further healthy development of the enterprise.
【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】：F626

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