电信CRM软件项目需求管理研究

【作者】 陈晓星；

【导师】 贾丹华；

【作者基本信息】 南京邮电大学 ， 项目管理， 2012， 硕士

【摘要】 随着电信重组和3G牌照的发放，中国三大电信运营商进入了一个全业务激烈竞争的时代，因此作为电信支撑系统核心的CRM系统是否能快速支撑新的业务需求对电信运营商而言至关重要。但是目前电信CRM系统在需求管理方法上不科学，支撑效率无法得到提高。需求闭环管理通过科学地引入项目管理和需求工程方法进行需求管理，可以解决这一问题。本文研究如何在电信CRM项目中应用需求闭环管理，使电信CRM项目能够提高工作效率，提高开发质量，快速满足支撑业务的需要，并降低项目风险和开发成本。本文研究的主要成果如下：1)通过分析电信CRM系统的需求管理案例，总结目前电信CRM项目在需求管理上的不足之处，结合项目管理和需求工程方法，提出需求闭环管理，以解决需求管理中出现的问题。2)通过分析需求闭环管理对电信CRM项目的组织架构、配置管理策略、项目沟通管理的要求,阐述需求闭环管理在CRM项目流程管理方面的应用现状，总结了需求闭环管理的价值和重要性。3)通过分析需求闭环管理在需求变更流程控制和需求跟踪管理上的应用现状，总结需求闭环管理的管理成效，论证了需求闭环管理使软件开发商能够改善需求管理过程，快速满足业务支撑的需要。更多还原

【Abstract】 With the telecom industry restructuring and the issuance of 3G licenses, China’s three major telecom operators are facing an era of fierce competition in full operation. Hence, whether the CRM, being the core supporting system in telecommunication, is capable of timely and speedy deployment or not is of vital importance to most telecom operators.But due to unscientific on Requirements Management(RM), the current CRM system is unable to make it more efficient.Closed-Loop RM solves this problem by using project management and Requirements Engineering(RE) scientifically. This article studies how the Closed-Loop RM can be applied in CRM system, so as to improve work efficiency and the quality of development and to serve the needs of business development and to reduce application maintenance costs and risk.Work done in this paper is as follows:1) Through the analysis of cases of CRM system, the shortcomin are pointed out. According to Project Management(PM) and RE, this paper carries out Closed-Loop RM to solve this problem.2) Through the analysis of preparations of Closed-Loop RM in structure of CRM、configuration management、communication management ,this paper explains the application status of Closed-Loop RM in flow management and summarizes the value and importance of Closed-Loop RM.3) Through the analysis of application status of Closed-Loop RM in requirement change control and requirement track management, this paper summarizes effect of Closed-Loop RM, expounds and proves that Closed-Loop RM can improve the process of RM and meet the business needs quickly.更多还原