本文選題：呼叫中心工程 + 風(fēng)險(xiǎn)評(píng)估　； 參考：《中國(guó)海洋大學(xué)》2015年碩士論文

【摘要】：本文結(jié)合凡客誠(chéng)品呼叫中心工程施工項(xiàng)目實(shí)際,運(yùn)用相關(guān)理論和方法,對(duì)施工過(guò)程中的風(fēng)險(xiǎn)進(jìn)行識(shí)別評(píng)估,確定項(xiàng)目風(fēng)險(xiǎn)的具體范圍、項(xiàng)目風(fēng)險(xiǎn)發(fā)生的可能性以及影響程度,并制定出相應(yīng)的風(fēng)險(xiǎn)應(yīng)對(duì)措施和風(fēng)險(xiǎn)監(jiān)控措施,盡可能降低風(fēng)險(xiǎn)的發(fā)生,縮短項(xiàng)目周期,節(jié)約項(xiàng)目成本,保證項(xiàng)目質(zhì)量。通過(guò)對(duì)呼叫中心工程施工項(xiàng)目風(fēng)險(xiǎn)管理的研究,總結(jié)經(jīng)驗(yàn),梳理流程,形成一套成熟有效的呼叫中心工程施工項(xiàng)目實(shí)施過(guò)程的風(fēng)險(xiǎn)管理方法,以指導(dǎo)后續(xù)施工項(xiàng)目建設(shè)。本文主要對(duì)凡客誠(chéng)品呼叫中心施工風(fēng)險(xiǎn)定義和風(fēng)險(xiǎn)管理以及風(fēng)險(xiǎn)管理的模型進(jìn)行了深入分析和研究,詳細(xì)討論了風(fēng)險(xiǎn)識(shí)別和風(fēng)險(xiǎn)評(píng)估的具體方法；通過(guò)對(duì)呼叫中心工程施工項(xiàng)目建設(shè)背景以及實(shí)施框架的研究,對(duì)該項(xiàng)目具體實(shí)施的進(jìn)度安排和預(yù)算進(jìn)行了評(píng)估,并確定該呼叫中心工程施工項(xiàng)目預(yù)期需要達(dá)到的目標(biāo)。在對(duì)凡客誠(chéng)品呼叫中心工程項(xiàng)目實(shí)施風(fēng)險(xiǎn)評(píng)估之前,對(duì)該項(xiàng)目風(fēng)險(xiǎn)評(píng)估的范圍,組織結(jié)構(gòu)和流程進(jìn)行了深入分析。先采用調(diào)查表的方法對(duì)風(fēng)險(xiǎn)因素和指標(biāo)進(jìn)行確定,用層次分析法和專家判斷法建立風(fēng)險(xiǎn)評(píng)價(jià)體系,并且通過(guò)權(quán)重計(jì)算得出凡客誠(chéng)品呼叫中心施工過(guò)程中風(fēng)險(xiǎn)程度最高的指標(biāo),為下一步風(fēng)險(xiǎn)監(jiān)控和應(yīng)對(duì)提供支撐。最后,根據(jù)風(fēng)險(xiǎn)評(píng)價(jià)體系得出的結(jié)果,從承包及施工風(fēng)險(xiǎn),硬件設(shè)備施工風(fēng)險(xiǎn)以及施工人員角色風(fēng)險(xiǎn)等三個(gè)方面著手對(duì)凡客誠(chéng)品呼叫中心工程項(xiàng)目的風(fēng)險(xiǎn)進(jìn)行監(jiān)控和應(yīng)對(duì),提出了施工方案審核和關(guān)鍵人員選派、不同階段的風(fēng)險(xiǎn)預(yù)估和回顧、規(guī)范合同協(xié)議、制定風(fēng)險(xiǎn)應(yīng)急方案等四個(gè)方面的應(yīng)對(duì)措施,降低項(xiàng)目風(fēng)險(xiǎn),為以后同類項(xiàng)目提供建議指導(dǎo)。
[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(xué)位授予單位】：中國(guó)海洋大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：TU71

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