基于CMM理论的黑龙江省电信网格平台项目质量管理体系研究

发布时间：2018-11-08 12:00

【摘要】：2008年中国通信行业格局重组,六家运营商成功完成世界最大的通信行业重组,中国通信市场进入三足鼎立时期,同时,通信市场加剧竞争的局面随之而来,加快企业发展转型、提升运营商的全网运营能力、提供高质量的客户服务成为运营商抢占行业领先地位的核心,客户服务质量成为运营商间竞争的生命线。服务质量与企业信息化程度有直接关系,在此背景下,黑龙江省电信公司启动了网格平台建设项目。网格平台是依托于中国电信企业内部网络,通过服务器互联、数据库共享的方式,将企业网络资源、设备资源、客户信息资源等不同领域的信息数据融为一体,通过统一的操作界面为企业员工提供功能服务。网格平台项目属于软件开发项目,软件项目建设的目标是提供满足要求的软件功能,因此,软件系统的质量是项目成败与否的关键因素之一。在试点建设与运营过程中,网格平台项目存在一些质量管理问题,没有达到预期的市场效果,经过总结,质量管理体系的不健全和落实不到位是影响项目质量的主要因素。鉴于此,本文在分析网格平台项目质量管理问题的基础上,以软件项目质量管理理论为基础,构建黑龙江省电信网格平台质量管理体系,提出黑龙江省电信网格平台项目质量管理的具体保障措施。本文共分为五个部分:第一部分,通过背景研究确立本文的研究目的和意义,并通过对国内外相关研究现状的分析,确定本文的研究思路与方法;第二部分,介绍网格平台、软件项目质量管理的概念,并引入软件项目质量管理的业界标准——CMM模型,为后文的分析奠定理论基础;第三部分,介绍黑龙江省电信公司网格平台项目的背景、目标功能以及实施流程,在此基础上,分析了黑龙江省电信公司网格平台项目存在的质量管理问题;第四部分,结合CMM模型以及戴明环等相关的软件项目质量管理理论,构建黑龙江省电信公司网格平台项目质量管理体系,具体包括质量目标体系、质量控制体系以及质量保证体系;第五部分,针对黑龙江省电信公司网格平台项目存在的质量管理问题,结合黑龙江省电信公司网格平台项目质量管理体系,提出网格平台项目质量保障的具体措施,为该项目在全省推广建设提供质量保障。
[Abstract]:In 2008, China's telecommunications industry was restructured, six operators successfully completed the world's largest telecommunications industry restructuring, and the Chinese communications market entered a period of three pillars. At the same time, the situation of intensifying competition in the communications market followed, speeding up the transformation of enterprise development. To enhance the operators' whole network operation ability and provide high quality customer service become the core of the operators to occupy the leading position of the industry. Customer service quality has become the lifeline of the competition among operators. The quality of service is directly related to the degree of enterprise informatization. Under this background, Heilongjiang Telecom Company initiated the grid platform construction project. The grid platform is based on the internal network of Chinese telecom enterprises. By means of server interconnection and database sharing, the grid platform integrates the information data of different fields, such as enterprise network resources, equipment resources, customer information resources, etc. Through the unified operation interface for the enterprise staff to provide functional services. Grid platform project belongs to software development project. The goal of software project construction is to provide software functions that meet the requirements. Therefore, the quality of software system is one of the key factors for the success or failure of the project. In the process of pilot construction and operation, there are some quality management problems in the grid platform project, which does not reach the expected market effect. After summing up, the main factors that affect the quality of the project are the unsoundness and implementation of the quality management system. In view of this, based on the analysis of grid platform project quality management, based on software project quality management theory, this paper constructs Heilongjiang telecom grid platform quality management system. The concrete guarantee measures for quality management of telecommunication grid platform project in Heilongjiang Province are put forward. This paper is divided into five parts: the first part, through the background study to establish the purpose and significance of this study, and through the analysis of the current situation of research at home and abroad, determine the research ideas and methods; The second part introduces the concept of grid platform and software project quality management, and introduces CMM model, which is the industry standard of software project quality management. The third part introduces the background, target function and implementation process of the grid platform project of Heilongjiang Telecom Company. On this basis, it analyzes the quality management problems existing in the grid platform project of Heilongjiang Telecom Company. In the fourth part, combining the CMM model and the relevant software project quality management theory such as Dai Minghuan, we construct the grid platform project quality management system of Heilongjiang Telecom Company, including the quality target system. Quality control system and quality assurance system; In the fifth part, aiming at the quality management problems in the grid platform project of Heilongjiang Telecom Company, combined with the quality management system of the grid platform project of Heilongjiang Telecom Company, the concrete measures of the quality assurance of the grid platform project are put forward. For the project in the province to promote the construction to provide quality assurance.
【学位授予单位】：哈尔滨工程大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F626

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