| "Hundred years project, quality is the first", as the 2008 Olympic partners, Beijing China Unicom has always been considering control and management of product quality as the mean way to increase enterprise efficiency and competitive advantage. Along with constantly updates of quality control concept, whether the implementation of quality control or total deployment of quality management, as well as the application of quality management system, enterprise has new understanding and pursuit of business-quality and quality management, and thus effective control of substandard products, and lower cost of quality, is to obtain the most effective way. Beijing China Unicom is carrying out a series of quality management activities, establishing and improving the quality management system and using free time to carry out a targeted full training in for employees in order to ensure quality control of its 114 call navigation project. And the study of integration of quality management with all relevant elements of the 114 call navigation project implementation in the process of quality management activities is ongoing, and strive to use scientific methods to guide our actual work, to explore new ways to solve new problems, a comprehensive upgrade of the 114 call navigation service quality management. How to improve the quality of the platform to improve the quality of service operations in the process of establishing a scientific application of the 114 call navigation project quality management system and the application of the relevant theoretical approaches in this new historical conditions, , is this paper research subject.Beijing China Unicom's 114 number inquiries business is one of the closest related telephony business with people's lives. However, the original 114 number inquiries has been dominated by a single data information search, and far behind new information updates, the user can not always get the right information as they want. To satisfy the information needs of users of the growth, China Unicom Group in 2006 brought on "114 Call Navigation Project". Beijing Unicom Group based the development of guidelines of call navigation projects, set up 114 phone navigation project team in 2006. Beijing China Unicom 114 call navigation platform was also built in 2006, and this platform expansed several times during 2007-2008. At present 114 call navigation platform has been achieved in the business operational level, such as 114 number inquiries business and phone number search and navigation-based services. Through the analysis and research on call navigation system functions, to enhance the Beijing area, in particular, and China 114 navigation information service platform in the traditional business functions,improve China's telecommunications industry by continuously improve quality management level with Beijing to find out a China Unicom 114 phone navigation project quality management ideas is our historical mission.114 call navigation project has its distinct features and is different from the other communication projects in its quality management, the starting point and the focus. Through the composition of staff, institutional structure, department functions as well as the analysis of management processes, and from higher authorities, the enterprises themselves and customers to evaluate 114 call navigation project quality management, we find out which affect the level of project quality management is mainly due to quality management system is not perfect, call navigation service itself unable to meet the demand for resources, and the resulting chain reaction, until the impact of the use of customer satisfaction. Due to the expected goal of Beijing China Unicom cannot be achieved, to find a solution to the problem is this paper's focus.Quality management is through the development of quality policy, establishing quality goals and standards, and in the project life cycle, using sustainable quality planning, quality control, quality assurance and quality improvement measures to implement the quality policy implementation, to ensure quality goals, and to maximum customers satisfaction. This paper is around this concept, from the quality planning, quality control and quality improvement three areas to develop the quality management of relevant measures.In the preparation of quality plan, it defines 114 call navigation project management quality policy, quality objectives, combines with the characteristics of the project, improves project quality management, organization, quality management institutions, it also adds a quality management team with specific responsibility for project quality management. In practical work, the quality management team, in accordance with "Quality Management Manual" relevant requirements, superivise the project implementation process to make up for a full range of quality control. The team played a important role in 114 call navigation project upgrade the level of quality management in 2007.Controlling is an important project quality management activity, is the achievement of project management personnels in accordance with quality objectives, to measure and correct the deviations, so that the project's goals and plans can be achieved. In quality control of the implementation process, the first step is to establish 114 call navigation project quality management system and responsibility for quality control inquiry into the system, the quality of social supervision mechanism and the customer returning the system and a series of quality control system, through the control system constraints at all levels of management personnel quality management practices; followed by quality control of project-related theoretical research, combined with 114 phone navigation features of the project to determine the dynamic control of the project and the full participation of the principle of active control, in the quality control process, the focus on quality management control principle, the use of causal analysis method, for example, analysis of the five aspects of quality problems arising causes and countermeasures prepared schedule. 114 phone navigation projects that affect the quality of the various elements of control, which affect the quality of the project carried out five factors to analyze, and process control to introduce the concept of quality control points clear of the work process quality management and Critical Control Point object, the key parts or weak links, in order to provide a controlled process of project quality assurance.Through using of related QC management methods, 114 call navigation centres studied how to improve the 114 navigation information call accurate ratio to 98%. QC team members carried out a work together by making full use of system tools, integrating within the multi-valid data resources and improving 114 call navigation accurate rates, provided a good front service platform development of call navigation projects, guaranteed full control of project quality management for 2007.In this paper, referring on existing domestic quality control management theory, combining with the integration of quality management of Beijing China Unicom's 114 call navigation project applications, using of project management theory, 66 quality control theories, QC teams project management methods and other courses in the related research, to try to identify the issues affecting quality control, control points, to find a means of management control in order to achieve the ultimate goal of management control. Especially for Beijing China Unicom 114 call navigation project quality management system design and research for the Beijing 114 call navigation to establish a scientific, systematic and efficient system to lay a solid foundation for future work efforts and research indicate the direction of the Beijing Unicom 114 phone navigation project-related policies have referential significance. |
PDF Full Text Request