Research On The IT Operation & Maintenance Service Projects Quality Improvement Of C University

With the dramatic development of IT technology including internet+,the relevant IT infrastructure of colleges and universities has been developed rapidly in a short time.The urgent IT Operation & Maintenance services in universities are getting more and more.It is very necessary to take single IT Operation & Maintenance service task as a project.Lots of IT operation and maintenance service projects should be sorted,classified,and established as a project system management plan for key project categories.IT Operation & Maintenance service management refers to comprehensive management,carried out by IT department of an organization,IT operation environment of software and hardware,IT business system and IT Operation & Maintenance personnel,using computer-related methods and technology,etc.The quality of IT Operation & Maintenance service projects in universities is directly related to the normal development of teaching and research activities.The expectations of staff and students on the quality of IT Operation & Maintenance service projects are also constantly improving.The IT Operation & Maintenance service projects of C University is a project portfolio,including desktop Operation & Maintenance services,network Operation & Maintenance services,server storage services and application system services.For the management of project portfolio,it is of greater importance to establish a unified quality management procedure and method than to use a single quality management method.As an advanced management mode,six sigma management is suitable for both single project quality management and project portfolio quality management.Applied for project portfolio quality management,it can create more values for an organization,thus presenting a broad application prospect.The quality of IT Operation & Maintenance service projects demonstrates the final value of the work of the information center in a university.It is the essence for the development of the information center and the core and key aspects of IT Operation & Maintenance.Pushed by information technology,great changes have occurred to information centers in a university in terms of the organization structure,service items and user demands.Traditional management mindset and original management mode are no longer and suitable for the current technology and have become the bottleneck restraining and affecting the quality improvement and sustainable development of IT Operation & Maintenance service project.The paper streamlines literature related to project,project portfolio management,project quality management,IT Operation & Maintenance service management and six sigma management,analyzes deeply specific problems concerning IT Operation & Maintenance service project of C University's information center,puts forward optimization scheme based on DMAIC of six sigma,thus enhancing user satisfaction.First,the paper refers to a large amount of relevant literature to organizes the theoretical basis.Second,the paper determines the improvement objectives of the project and sets the user satisfaciton scores,the response time compliance rate and the service complaint rate as the core reference indicators of quality improvement.At last,the improvement program based on DMAIC mode was implemented into the quality management of C University,so as to improve the IT Operation & Maintenance service project quality of C University.The paper applies DMAIC theory of six sigma management to the research of IT Operation & Maintenance service project quality management of C University's information center.Although it is only an individual case analysis,the improvement scheme regarding the IT Operation & Maintenance service project quality proposed in the paper is worth being promoted,so as to provide a reference for other universities or similar organizations.