中国联通wcdma服务质量改进研究.docVIP

中国联通WCDMA服务质量改进研究 摘要： 伴随着社会的不断发展，移动增值业务的开发移动用户ARPU稳定的关键因素，也成为了运营商的新的增长点。Service Quality Improvement Research Of China Unicom WCDMA Abstract: With the continuous development of society，wireless technology rapid developed in each field. Especially in the field of mobile telecom, the 3G technology development and application sparked communication market structure. Customers diverse requirements demand that mobile value-added business development becomes mobile users ARPU (average revenue per user) stable key factors and became the operators new economic growth point. Based on this, each big operation does its best to promote enterprise service quality to win the competition of new communication market. The Six Sigma Management created countless management methods in manufacturing, and gradually to be applied to the service industry. This paper bases on the Six Sigma and combines with China Unicom WCDMA characteristics to design a strategy to improve the service quality which upgrades its competitiveness on the 3G market and satisfies the demand of clients. This paper first briefly introduces this topic research background and significance. Then it describes the content and development of Six Sigma Management，the methods and path of implementing Six Sigma Management. It analyzes the present situation of China Unicom WCDMA and the satisfaction of customers for its present situation. Then it combines with six sigma management theory to analyze and evaluate process of service WCDMA to put forward the improvement measures and methods. Finally full-text is summarized in this paper. Keywords: Six Sigma Management, WCDMA, quality improvement目录 摘要 I Abstract II 目录 1 1 绪 论 1 1.1 选题背景 1 1.2 选题意义 2 1.3 研究综述 2 1.3.1 六西格玛管理法的研究现状 2 1.3.2 六西格玛在通信行业中的应用 3 2.1 六西格玛管理的概念 4 2.1.1 六西格玛管理的原理 4 2.1.2 六西格玛管理的含义 4 2.1.3 六西格玛管理的构成 5 2.1.4 六西格玛管理的特征 9 3 中国联通WCDMA业务现状分析 12 3.1 联通WCDMA概况 12 3.1.1 中国联通概况及发展战略 12 3.2 联通WCDMA运营及业务支持 12 3.3 联通WCDMA的发展阻力 13 3.4 联通WCDMA实施6σ的可行性和必要性 14 3.4.1 联通WCDM