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Call-center Management Framework Design

Author: ZhengChun
Tutor: ZengYuCheng；LiYueYu
School: Sichuan University
Course: Business Administration
Keywords: Call center The milestone management framework , project process management
CLC: F830.49
Type: Master's thesis
Year: 2004
Downloads: 317
Quote: 1
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Abstract


In this paper, the characteristics and needs of the project development process management , combined with the author 10 years of business software development and project management experience, bank call center system project management methods were explored . By the milestone management framework of the implementation of the project , in the purely technical implementation process necessary administrative procedures to help solve the problems of project plans, costs, quality, requirements baseline and effort estimation . Bank call center project feasibility analysis . Bank call center project milestones management framework is defined architecture , components and workflow , completed the design of the management framework . A key part of the project planning process , the project implementation process , call center operations management strategies to do intensive research and discussion , and specific work processes and methods of operation . Bank call center project project planning, overall program and business process design . Milestone management framework in three main aspects of the new design : ( 1 ) milestone management framework by 16 key milestone decision point , the course of the project is divided into the business plan development , investment plans, project definition , project implementation and project delivery shut five stage -managed . ( 2 ) milestone management framework continues to track and analyze customer needs and market conditions , focus on strengthening the communication of information for market and product development process , the development of the target system to better meet market needs . ( 3 ) milestone management framework for the integration of market, technology, project management and procurement process of a series of business activities , and to establish a set of standardized and consistent course of the project management system .

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CLC: > Economic > Fiscal, monetary > Finance, banking > Finance, banking theory > Banking > Modern management
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