摘要: |
分析了精确化管理“精、准、细、严”的特征内涵,指出精益六西格玛可以从组织结构、战略选择、流程方法、过程控制与评审,以及整合与标准化等五方面,将精确化管理落到实处.提出了以精益六西格玛实现服务运营精确化管理的技术路线,包括界定问题、细化问题、确定原因、制定措施、监控结果等五阶段.以上海电信降低话费异议率为例进行实证分析,验证本文所提观点与方法的有效性. |
关键词: 服务运营 精确化管理 精益六西格玛 |
DOI: |
分类号:F406 |
基金项目:国家自然科学基金 |
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Research on Accurate Management Innovation of Service Operation Based on Lean Six Sigma——A Cace Study on Reducing the Bill Objection Rate from Shanghai Telecom |
JIN Dian JIN Guo-qiang
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1. School of Economics and Finance, Xian Jiao Tong University, Xian 710049, China; 2. Shanghai Academy of Quality Management, Shanghai 200050, China
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Abstract: |
It analyzes the connotation of the attributes of accurate management, proposes to put accurate management into effect from five aspects such as organizational structure, strategic selection, process flow, process control and review, and integration and st |
Key words: service operation accurate management lean six sigma |