Research On Quality Evaluation And Improvement Of IT Operation And Maintenance Service In Insurance Industry

With the rapid development of the insurance industry and the improvement of the level of informatization more and more insurance companies have established IT systems to support the efficient operation of insurance services.The increase in the application flow of insurance services and the increasingly complex business content have caused new problems to emerge,making the operation and maintenance of the system very important.The IT system operation and maintenance mainly refers to ensuring the stability and maintainability of the system during operation.This process requires a more mature management model to protect and escort,and perfect quality management methods become more important baseAt present,there are many talents and organizations that study the quality of IT software at home and abroad,but most of them focus on the IT system development process,such as the requirements analysis phase,the programming implementation phase,and the software testing phase.There are relatively few quality studies.This paper takes the insurance business system of a large insurance company(A company)in China as the background and connects with the actual work.Firstly,it analyzes the current status and problems of the current IT operation and maintenance service quality of Company A,and proposes the necessity of establishing a more scientific and effective quality evaluation model.Then,the concept of impact degree is introduced.Based on the learning,analysis and reference to the existing IT operation and maintenance service quality evaluation model,an evaluation model of IT operation and maintenance service quality for China's insurance industry,namely the impact degree model,is proposed.The model is proposed to provide a new choice for the evaluation of IT operation and maintenance service quality in China's insurance industry.“Impact degree” is defined as the severity(priority)of an IT operation and maintenance problem from a qualitative perspective,that is,the greater the impact,the more serious the problem(the higher the priority),and the less serious(the lower the priority)From a quantitative perspective,the result of the calculation based on the defined mathematical method,which is the main objective attribute that causes the IT operation and maintenance problem to be quantized.The impact degree model is used to evaluate the quality of an IT operation and maintenance service.Step 1: Determinethe modeling principle of the service quality evaluation model based on the impact degree.Step 2: Identify and confirm the impact factors that affect the quality of the IT operation and maintenance service.Step 3 : Quantify the impact factor and clarify the value method.Step 4: Define the impact formula of the IT operation and maintenance service quality problem.In this paper,the impact model is applied to the actual IT operation and maintenance project of Company A to verify the benefits and applicability of the impact model.The results show that the impact model can effectively evaluate the quality of IT operation and maintenance services of Company A.Especially for the existing operation and maintenance decision-making problems,the operation and maintenance manpower allocation problem,the operation and maintenance personnel performance evaluation problem can effectively evaluate and give effective improvement suggestions.