施行生命周期管理對(duì)技術(shù)服務(wù)質(zhì)量影響因素的研究——以華為為例.pdf

1、浙江大學(xué)管理學(xué)院碩士學(xué)位論文施行生命周期管理對(duì)技術(shù)服務(wù)質(zhì)量影響因素的研究——以華為為例姓名：覃立志申請(qǐng)學(xué)位級(jí)別：碩士專業(yè)：管理科學(xué)與工程指導(dǎo)教師：劉淵20100528浙江大學(xué)碩士學(xué)位論文目錄AbstractThispaperisabouttheresearchoftechnicalservicequalityinfluencefactorsoftheatelecommunicationsequipmentsupplier’Stechni

2、calservicesdepartment，basedonthePLM(ProductLifecycleManagement)oftheenterprisemanagementsystemmodeInChina，Telecommunicationsequipmentmanufacturingindustryhasdevelopedrapidlyatpresent，whichmanagementmethodisadvancedandsci

3、entific，themarketoutlookispromising，withcertainscientificandtechnologicalcontentProductlifecyclemanagement(PLM)intheindustrialfieldhasbeenvigorouslypromotedandthefastestgrowingITapplicationsystemsinrecentyearsTechnicalse

4、rvicequalitymeasurementisahotissueinmanagementstudiesThispaperfullyconnectstothesethreetogether，bothintheoryandpracticeisfullyelaboratedThispaperisfromtheperspectiveofintemaltechnicalserviceengineerswhocarriedoutexternal

5、servicequalityevaluationTechnicalserviceengineersoftelecommunicationequipmentmanufacturingaretheempiricalobjectThispaperreferencesonthequalityofservicegapanalysismodelraisedbyParasuraman，ZeithamlandBerry(PZB，1985)Accordi

6、ngtothispaper’Sresearchneeds，weestablishthetelecommunicationequipmentmanufacturingenterprisetechnicalservicequalityresearchmodelAndonthisbasis，accordingtothespecificresearchneeds，wedesigninterviewprogram，conductinterview

7、s，designquestionnaires，anddoalleffectivesurvey，usingSPSSstatisticalsoftwaretocompletetheempiricalresearchandanalysisFinally，onthebasisoftheabovestudies，weconductafurtherdetailedanalysisandinterpretationonthefactorsthataf

8、fectthequalityoftechnicalserviceThemainfindingsofthisstudyareasfollows：1軋，underthebackgroundofthePLM，thetechnicalqualityofservicefactorscanbedividedbytheeightfactor，suchasthelevelofknowledge，servicecapabilities，customera