品管圈在中山电信大客户网络优化中的应用

品管圈在中山电信大客户网络优化中的应用专业名称：工商管理硕士申请人姓名：刘伟林导师姓名及职称：陈志祥教授答辩委员会（签名）主席：委员：答辩日期：年月日I论文原创性声明本人郑重声明：所呈交的学位论文，是本人在导师的指导下，独立进行研究工作所取得的成果。除文中已经注明引用的内容外，本论文不包含任何其他个人或集体已经发表或撰写过的作品成果。对本文的研究作出重要贡献的个人和集体，均已在文中以明确方式标明。本人完全意识到本声明的法律结果由本人承担。学位论文作者签名：日期：年月日学位论文使用授权声明本人完全了解中山大学有关保留、使用学位论文的规定，即：学校有权保留学位论文并向国家主管部门或其指定机构送交论文的电子版和纸质版，有权将学位论文用于非赢利目的的少量复制并允许论文进入学校图书馆、院系资料室被查阅，有权将学位论文的内容编入有关数据库进行检索，可以采用复印、缩印或其他方法保存学位论文。学位论文作者签名：导师签名：日期：年月日日期：年月日I品管圈在中山电信大客户网络优化中的应用专业：工商管理硕士硕士生：刘伟林指导教师：陈志祥教授摘要服务质量是电信企业生存的命脉，固定电话流失凸显数据宽带大客户网络运营的重要，而中山电信的大客户网络故障申告率偏高，大客户满意度低。为解决这些新问题，笔者亲自组织实施QC小组活动，运用PDCA循环理论和统计方法，进行现状调查、原因分析、制定实施对策、效果检查以及措施巩固。活动后效果明显：降低了中山电信大客户网络故障申告率，节约了中山电信大客户网络维护成本，为企业创造了收益，提高了员工的士气，支撑提升了大客户满意度。因此QCC（品管圈）是适合电信企业持续提升服务质量的有效管理工具。本文昀大的特色是理论与实践紧密结合，通过完整的中山电信大客户网络优化实例探讨了如何运用QCC持续提升电信服务质量，具有很强的可操作性和实用价值，同时丰富了QCC（品管圈）在我国电信服务业领域的应用。关键词：QCC，电信，PDCA，服务质量IIApplicationofQualityControlCircleinZhongshanTelecomVIPCustomerNetworkOptimizationMajor:MasterofBusinessAdministrationName:LiuWeiLinSupervisor:ProfessorChenZhiXiangABSTRACTTheservicequalityisveryvitaltoTelecommunicationCompany.WiththePSTNtelephonemarketgoingdown,theVIPcustomerIPleasednetworkofdatabroadbandisbecomingmoreandmoreimportant.However,thefaultrateoftheVIPcustomerIPleasednetworkishighinChinaTelecomZhongshanBranch.VIPCustomerSatisfactionislow.Inordertosolvethoseproblems,QualityControlCircle(QCC)issetupbytheauthor.PDCAcycletheoryandstatisticalmethodsarebeingapplied.TheQCCconductedInvestigation,causeanalysis,formulatedandimplementedcountermeasures,checkedtheresultandconsolidatedthemeasures.Theactivitiesareobviouseffect.ThefaultrateofVIPcustomerIPnetworkinZhongshanTelecomisreduced.TheIPnetworkmaintenancecostsisdown.TheQCCactivitiescreatedthevalueforZhongshanTelecom,improvedstaffmoraleandincreasedcustomersatisfaction.ThereforeQCC(QualityControlCircle)isaneffectivekindofmanagementtoolandsuitablefortelecommunicationsenterprisestoimprovetheirservicequality.Themostoutstandingfeatureofthispaperisthetheoryandpracticebeingcombinedclosely.ThepaperdiscusseshowtouseQCCtocontinueimprovingthequalityoftelecommunicationsservicesthroughintegrityexamplesoftheIPnetworkoptimization.SothepaperhasastrongoperationalandpracticalvalueandalsoenrichestheapplicationofQCC(QualityControlCircle)inthefieldofChinatelecommunicationservice.KeyWords：QCC,Telecom,PDCA,ServiceQualityIII目录摘要............................................................................................................................IABSTRACT.................................................................................................................II目录..........................................................................................................................III图目录...........................................................................................................................V表目录..........................................................................................................................VI第1章绪论..........................................................................................................11.1研究背景......................................................................................................11.2研究目的意义..............................................................................................81.3相关文献综述..............................................................................................91.4研究内容与方法........................................................................................121.5论文结构安排............................................................................................15第2章中山电信大客户网络现状........................................................................162.1公司概况....................................................................................................162.2中国电信大客户网络发展历程................................................................182.3中山电信大客户网络的现状....................................................................192.4大客户网络存在的问题及其统计分析....................................................242.5本章小结....................................................................................................27第3章中山电信党政网故障原因分析................................................................283.1原因分析相关工具及方法介绍................................................................283.2影响党政网故障的原因分析....................................................................343.3要因确认分析............................................................................................353.4本章小结....................................................................................................38第4章中山电信大客户网络的优化....................................................................394.15W1H分析法介绍....................................................................................394.2优化方案的制定........................................................................................404.3实施对策....................................................................................................424.4方案实施后的整体效果检查..............