对服务外包项目中质量管理的探索与研究-工商管理专业论文.docxVIP

上海交通大学 MBA 上海交通大学 MBA 学位论文 对服务外包项目中质量管理的探索与研究 THE INVESTIGATION AND RESEARCH OF QUALITY MANAGEMENT IN SERVICE OUTSOURCING PROJECT ABSTRACT The development of service industry is the key of economic development in modern society, and is also the most important task for China to optimize its economic structure. Among the whole service industry, service outsourcing, especially the offshore outsourcing, is a new branch and plays a very important role to accelerate the development of whole service industry. At the same time, the quality level of service outsourcing providers, acting as the main criteria for companies to select outsourcing provider, determines whether a service outsourcing company can make leading position and get market share in the service outsourcing industry which is full of competitions. Therefore, the quality management of service outsourcing projects is critical to the development of service outsourcing industry, and even to the whole service industry. This paper is based on the importance of quality management in the development of service outsourcing industry. The paper analyzed the characteristics of service outsourcing industry and studied the theory and model on service quality assessment and control, the author’s experiences from service outsourcing project management, and the specific case in call center outsourcing project, then got a total solution on the quality management of service outsourcing projects. The solution contains two approaches; one is to identify the top drivers which affect customer satisfaction most and take actions to improve after getting customers’ feedback through customer survey, the other approach is the quality gap analysis based on the SERVQUAL model. The paper has also proved the effectiveness of the service quality management solution by studying the correlation between customer satisfaction and service quality monitoring. KEY WORDS: service outsourcing, quality management, customer satisfaction, quality g