Case Study On Service Quality Management Of Japan-Oriented Software Outsourcing Service In S Company

In the development process of software outsourcing project to Japan,due to the influence of different languages and cultural differences between the two countries,there will be various conflicts and problems in the process of project implementation,which will affect the quality and speed of project completion.The quality of software products is ultimately determined by the level of service quality management in the software development process.Therefore,it has become an urgent task for the software development industry to comprehensively improve the level of service quality management.This paper takes the enhance development project of Sprite production logistics management system(hereinafter referred to as SP project)of S company(software information system company)as a case,and analyzes the three main problems of service quality management with high frequency in its software outsourcing business,namely,low customer satisfaction,certain defects in product development process,and lack of service quality management.Based on the theory of customer satisfaction,the theory of total quality management and the theory of service blueprint,this paper puts forward the optimization strategies of the above three problems on the basis of systematic theoretical analysis and work practice,that is,to optimize the customer communication mechanism,to open up direct communication channels between project developers and customers,to solve the problem of low customer satisfaction;In order to improve the product quality in the process of project development,the double audit of design results and the cross audit of development and test results should be added;the corresponding mechanism should be standardized when customers put forward change requirements in each stage of the project,and the project service quality management process should be improved.Finally,in order to ensure the smooth implementation of the above optimization strategies,the following safeguard measures are proposed,namely: strong support and active promotion from company leaders;improve service quality management ceremonies and strengthen system construction;improve the overall quality of service quality management personnel;establish a more comprehensive Talent pool.Service quality defect management problems in the process of SP project development not only appear in the S company's other project development process,in the Japanese software development project also has a strong typicality and representativeness,therefore,the paper research problems and solutions for similar development project service quality management has a certain reference significance.