本文選題：呼叫中心工程 + 風險評估　； 參考：《中國海洋大學》2015年碩士論文

【摘要】：本文結(jié)合凡客誠品呼叫中心工程施工項目實際,運用相關(guān)理論和方法,對施工過程中的風險進行識別評估,確定項目風險的具體范圍、項目風險發(fā)生的可能性以及影響程度,并制定出相應(yīng)的風險應(yīng)對措施和風險監(jiān)控措施,盡可能降低風險的發(fā)生,縮短項目周期,節(jié)約項目成本,保證項目質(zhì)量。通過對呼叫中心工程施工項目風險管理的研究,總結(jié)經(jīng)驗,梳理流程,形成一套成熟有效的呼叫中心工程施工項目實施過程的風險管理方法,以指導后續(xù)施工項目建設(shè)。本文主要對凡客誠品呼叫中心施工風險定義和風險管理以及風險管理的模型進行了深入分析和研究,詳細討論了風險識別和風險評估的具體方法；通過對呼叫中心工程施工項目建設(shè)背景以及實施框架的研究,對該項目具體實施的進度安排和預(yù)算進行了評估,并確定該呼叫中心工程施工項目預(yù)期需要達到的目標。在對凡客誠品呼叫中心工程項目實施風險評估之前,對該項目風險評估的范圍,組織結(jié)構(gòu)和流程進行了深入分析。先采用調(diào)查表的方法對風險因素和指標進行確定,用層次分析法和專家判斷法建立風險評價體系,并且通過權(quán)重計算得出凡客誠品呼叫中心施工過程中風險程度最高的指標,為下一步風險監(jiān)控和應(yīng)對提供支撐。最后,根據(jù)風險評價體系得出的結(jié)果,從承包及施工風險,硬件設(shè)備施工風險以及施工人員角色風險等三個方面著手對凡客誠品呼叫中心工程項目的風險進行監(jiān)控和應(yīng)對,提出了施工方案審核和關(guān)鍵人員選派、不同階段的風險預(yù)估和回顧、規(guī)范合同協(xié)議、制定風險應(yīng)急方案等四個方面的應(yīng)對措施,降低項目風險,為以后同類項目提供建議指導。
[Abstract]:Combined with the actual construction project of VANCL call Center, this paper uses relevant theories and methods to identify and evaluate the risk in the construction process, to determine the specific scope of the project risk, the possibility of the occurrence of the project risk and the degree of influence. The corresponding risk response measures and risk monitoring measures are worked out to reduce the occurrence of risk, shorten the project cycle, save the project cost and ensure the quality of the project as much as possible. By studying the risk management of the construction project of the call center project, summing up the experience and combing the process, a set of mature and effective risk management method of the construction project of the call center project is formed to guide the construction of the subsequent construction project. In this paper, the definition of construction risk, risk management and risk management model of VANCL call center are analyzed and studied in depth, and the specific methods of risk identification and risk assessment are discussed in detail. Based on the study of the background and implementation frame of the construction project of the call center project, the schedule and budget of the project are evaluated, and the expected objectives of the construction project are determined. Before carrying out the risk assessment of VANCL call center project, the scope, organization structure and process of the project risk assessment are analyzed. The risk factors and indexes are determined by questionnaire, the risk evaluation system is established by AHP and expert judgment, and the highest risk index in the construction process of VANCL call center is obtained by weight calculation. Provide support for next step risk monitoring and response. Finally, according to the results of the risk evaluation system, from the contract and construction risk, the construction risk of hardware equipment and the risk of the role of construction personnel, the risk of VANCL call center project is monitored and dealt with. Four countermeasures are put forward, such as audit of construction plan and selection of key personnel, risk estimation and review in different stages, standardization of contract agreement, formulation of risk emergency plan, reducing project risk, and providing advice and guidance for similar projects in the future.
【學位授予單位】：中國海洋大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：TU71

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本文編號：1877286