CPIC Group Customer Service System Phase II Project Communication Management

Insurance is a service industry, and the Customer Service System (CSS) is the supporting system of an insurance company’s services. But in China, each region has its own insurance regulatory, plus various insurance requirements and customer service levels, Therefore, establishing a centralized CSS, is a project involving numerous stakeholders and complex requirements for a company. China Pacific Insurance Company (CPIC) launched the second phase of project to establish a centralized CSS in2008, CPIC decides to dominate the project, and buy the hardware and software independently, but outsource software development. After the unsuccessful first stage of project, the second phase of project is facing many problems of project communication management:such as numerous stakeholders, chaos of suppliers, high turnover, complex and changeable business requirements.This article first introduced current domestic and international situation of project communication management, and the background of CPIC’s history of the centralized CSS, and then explains the complexity and difficulty in the CSS project’s communication management. Then it elaborates theory knowledge of project communication management, and leads to the objective and significance of this study. After that this paper introduces how to use communication management theory and project management, communication management and other areas of knowledge in the project, combined with CPIC IT project management status and the characteristics of the project outsourcing. It researches on the above four problems and works out the communication management solutions from the point of communication management plan, communication system constituting and communication process establishment. Finally it talks about the disadvantages and improvement direction of this project for communication management.Communication management works throughout the entire process of the project. And the solution in this paper has certain universality in the construction of IT system. We make communication management measures according to actual problems of the project, using the theory of the project team organization and considering the CPIC’s IT management policies. And verified by the project execution, these measures have received good effect. The communication and management measures in this paper have certain reference significance to CPIC’s project management in the future and to the organizations which have similar structures. And they are also illuminating for the communication management of CSS projects and outsourcing projects.