Research On Risk Management Of Bank Customer Service Platform Software Project Of E Company

The rapid development of information technology promotes the rapid expansion and transformation of customer service center industry.The research and development of software plays an increasingly important role in promoting the scientific and technological progress of bank customer service center.As the first contact to connect customers,the development of bank customer service platform is faced with many uncertain factors.Many software development projects in the industry often suffer from failure due to the lack of effective risk management.Based on the customer service platform project of E company,this paper studies the risk management of the case project,finds and analyzes the problems,optimizes and adjusts the risk management scheme,and formulates risk control measures,so as to improve the success rate of the project.Firstly,based on the theory of risk,project risk management and software project risk management,this paper combs the nature of risk,the process of project risk management,and sorts out the characteristics of software project and the main risk sources of software project.Then the paper compares and analyzes two typical risk management models,Boehm risk management model and CRM continuous risk management model,to find a suitable model framework for project risk management.Then it introduces the current situation of E company customer service platform software project in detail,analyzes the characteristics and existing problems of the project.Then combined with the author's practical work experience in the construction of the project,combined with the classic theory of project risk management and the characteristics of the software project of the project,this paper puts forward some improvement ideas for its risk management.Using CRM continuous risk management model as the basis of management system,a set of dynamic continuous risk management system is constructed.In the process of risk identification,WBS-RBS method and brainstorming method are used to identify all the risks existing in different stages of the project.It is found that the risks mainly come from four risk categories:demand risk,technical risk,management risk and environmental risk,and a list of risk factors is obtained;Then,the author uses the risk probability and impact assessment method to make qualitative and quantitative analysis of the project risk,deeply studies the probability and severity of the risk factors in the customer service platform software development project of E company,and uses the expert judgment method and questionnaire method to evaluate the probability and impact degree of the risk,and calculates the corresponding risk value,According to the size of risk value,the risk level list is obtained.Finally,according to the results of risk assessment,the paper puts forward the risk response suggestions for the risk events in each stage of the project,and puts forward the measures and suggestions for risk monitoring,so as to carry out the continuous management of the project risk.This study comprehensively considers the operability and scientificity of the project risk management process.The author uses a variety of scientific theories and tools to analyze the whole process of E company customer service platform software project risk management step by step,builds a standardized risk management framework for the project,and puts forward targeted suggestions for the project risk control,It has a strong reference value for the risk management of similar projects.