Study On The Application Of PDCA In Quality Management Of Band-width Projects

With the development and popularity of Information Technology,the requirement of communication circuits such as Internet and leased lines increased obviously in the last 20 years.In China,Internet service providers began to support all kinds of services and their products are highly homogenized with each passing day.This thesis is studying on the Band-Width Projects of Shanghai Telecom,focusing on the improvement of quality management,selecting PDCA method as main solution and leading some tools of Lean Management.At first,the application feasibility of such method is discussed;then in the first PDCA circulation,the situation of Band-Width Projects is analyzed and the goal of improvement is set,several activities such as key causes confirmation,solution making and implement are taken to enhance the quality of service,and result is checked practically.In the second PDCA circulation,some tools of Lean Management are led in incessantly: SIPOC model is used in index quantization and service quality estimation,Value Stream Map is used in trouble shooting of the present process of construction and new plan design,Critical Path Method is used in effect estimation theoretically.At last,it achieves in service quality improvement and customer satisfaction promotion.This thesis makes significant innovation in the process of construction of Band-Width Project,improves work efficiency,reduces unnecessary operating costs and enhances the competitive power of Shanghai Telecom.