The Application Of Project Risk Management And Quality Management In The Communication Guarantee Of World Expo

The World Expo 2010 Shanghai China is a grand splendid gathering of human community in the new century. As the global partner of World Expo 2010, China Mobile participates in the Expo on the theme of"Wonderful Expo, Joyful Communication". Support the communication & information services to the subscribers to the full extent. In addition, the Shanghai Branch of China Mobile also provides the highest level of correspondence guarantee for the Expo and especially establishes the command center in Network Management Center. As a core member of Network Management Center, the author plays an important role in the progress of planning and implementation. In the communication guarantee of the Expo, the author fully applies the knowledge of Project Management to the design and management of the guarantee. The key application is the theory and methods of project risk management, quality management.This article elaborates the related concepts and theories at the beginning, which puts focus on the characteristics of Expo guarantee and the analysis of the needs for Expo guarantee. In addition, the article also briefly introduces the concepts of Project Risk Management and Quality Management and places emphasis on its theories and methods.As described in the following, the article discusses risk recognition and analysis and quality planning in the preparation for Expo guarantee. In the risk recognition part, many research methods, such as interview and Brain Storming, have been used to recognize the risk of Expo communication network and service operation. Furthermore, with the application of Analytic Hierarchy Process, the risks are quantified. The key risks and the important risks of Expo guarantee have been made into conclusion in the risk analysis part.In the quality planning part, with the aim of improving customer satisfaction degrees, the customer satisfaction degrees index model involving network coverage, service access, service holding, and conversation quality has been established after making the researches of the relationship between telecom quality management and customer perception. On the basis of these work, Network quality estimation system for Expo has been released. All the above efforts lay a solid foundation for risk handling and quality assurance in the subsequent Expo implementation period.The article then discusses the risk response and monitoring, quality assurance and control measures in the implementation for Expo guarantee. In the aspect of risk response, the main methods and strategies consist of risk avoidance, relief, acceptance and emergency response. As to risk avoidance, the related methods have been employed, which contains the equipments pool making-up, traffic prediction, and network expansion as well as operation risk avoidance. As to risk relief, the network estimation and guarantee scheme have been accomplished in order to relief the technological risks. Moreover, to relief the organizational risks, the responsibility of communication guarantee organization and teams have been defined and detailed, the critical fault and VIP complaint management system as well as the key process of Expo guarantee has been designed, and the guarantee members planning has been made. As to risk acceptance and emergency response, many strategies have been applied such as making special contingency plan for equipments in Expo garden, supplementing multi-level alert system and scheme for various types of equipments, and establishing emergency scheme library. As to risk monitoring, drills for network and service contingency plan and visitor surge have been carried out. Meanwhile, such methods as monitoring and guarantee as well as analysis of network and service have been executed. So that, the safety and stability of network can be assured through recognizing new risk constantly and planning guarantee schemes for import days accordingly.As to quality assurance and control, network quality indexes have been under real-time monitoring, by using the diagram such as time series plot diagram and cause-and-effect diagram and keeping to the various indexes defined in Network quality estimation system, in order to discover and handle the problems of equipments and performance in time, to publish the network performance and service-related information as references to decision-makers in time. With the above measures, the guarantee quality of Expo has been improved continuously.In the guarantee of Expo, Project Risk Management and Quality Management has been successfully implemented by the author in Network Management Center, Shanghai Branch of China Mobile. As a result, the guarantee gains a perfect achievement; the network of expo garden successfully supports millions of thousands of subscribers; the quality of network always in a stable and excellent state during the Expo. On the basis of expo experience, the author concludes the advanced experiences of Project Risk Management and Quality Management so as to provide references for the similar correspondence guarantee in the future.