發(fā)布時(shí)間：2018-05-14 23:06

  本文選題：IT服務(wù)管理 + 機(jī)器人　； 參考：《華東理工大學(xué)》2017年碩士論文

【摘要】：當(dāng)今公司的成功已經(jīng)與公司的信息技術(shù)(IT)服務(wù)緊密聯(lián)系在一起。而隨著機(jī)器人行業(yè)飛速發(fā)展,IT服務(wù)對(duì)機(jī)器人企業(yè)的應(yīng)用似乎還并不讓人滿意。在機(jī)器人系統(tǒng)開始逐漸代替人工而走上生產(chǎn)線,成為生產(chǎn)第一線主力軍的今天,對(duì)于機(jī)器人系統(tǒng)的管理及對(duì)客戶的服務(wù)還存在著不少的漏洞,如問題傳達(dá)障礙,問題處理不及時(shí)及客戶滿意度不高等等。這些問題往往制約了機(jī)器人行業(yè)的發(fā)展,特別是如今機(jī)器人企業(yè)及其周邊系統(tǒng)公司百家爭(zhēng)鳴,實(shí)力又參差不齊�？蛻魸M意度不理想,會(huì)給整個(gè)行業(yè)的發(fā)展帶來很大的困擾。本文是作者在一家知名機(jī)器人公司工作中,針對(duì)機(jī)器人系統(tǒng)問題解決方法及流程中存在的不滿意的部分,而對(duì)在機(jī)器人系統(tǒng)問題解決的管理流程中引入實(shí)施IT服務(wù)管理理論,以期待達(dá)到快速傳達(dá)客戶問題、對(duì)問題快速反應(yīng)和快速解決,最終達(dá)到提升客戶滿意度的目的。本文通過研究IT服務(wù)管理在機(jī)器人系統(tǒng)項(xiàng)目中的應(yīng)用并探討IT服務(wù)管理在機(jī)器人系統(tǒng)項(xiàng)目中的工作方法,主要做了以下幾個(gè)工作：(1)在機(jī)器人系統(tǒng)項(xiàng)目及問題解決過程中,成功引入IT服務(wù)管理模式,提出IT服務(wù)管理在機(jī)器人系統(tǒng)項(xiàng)目中的應(yīng)用框架；(2)在已有的IT服務(wù)實(shí)施方法基礎(chǔ)上,提出適合于機(jī)器人系統(tǒng)項(xiàng)目的IT服務(wù)管理實(shí)施方法；(3)研究應(yīng)用框架中的組織結(jié)構(gòu)設(shè)計(jì)和執(zhí)行流程設(shè)計(jì),完成適用于課題的組織結(jié)構(gòu)和流程設(shè)計(jì)模型；(4)研究IT服務(wù)管理軟件,實(shí)施設(shè)計(jì)配套的流程和界面；(5)通過對(duì)IT服務(wù)管理應(yīng)用前后問題解決的數(shù)據(jù)對(duì)比,對(duì)IT服務(wù)管理的效果進(jìn)行測(cè)評(píng)。通過對(duì)公司機(jī)器人系統(tǒng)項(xiàng)目中加入了IT服務(wù)管理系統(tǒng),公司問題解決效率有了顯著的提高,員工對(duì)系統(tǒng)的滿意度達(dá)到了90%以上,客戶的滿意度也得到了大大提升。根據(jù)應(yīng)用的結(jié)果展示了IT服務(wù)管理在機(jī)器人系統(tǒng)項(xiàng)目中應(yīng)用的可行性,開拓了IT服務(wù)管理的應(yīng)用方向。
[Abstract]:The success of the company has been closely linked with the company's information technology (IT) service. With the rapid development of the robotics industry, the application of IT services to the robotic enterprises seems not to be satisfactory. There are still a lot of loopholes in the management of the system and the service to the customers, such as the problem communication barrier, the problem handling is not timely and the customer satisfaction is not high. These problems often restrict the development of the robot industry, especially the robot enterprise and its surrounding system companies are contending, the strength is uneven. Ideally, it will bring great trouble to the development of the whole industry. This article is an unsatisfactory part of the solution and process of the robot system problem in the work of a well-known robotic company, and the IT service management theory is introduced to the management process of the robot system problem solving in order to reach the fast speed. In this paper, the application of IT service management in the robot system project and the working methods of IT service management in the robot system project are discussed in this paper. The following work is done mainly: (1) in the robot system project and the question. In the process of solving the problem, the IT service management model is introduced successfully, and the application framework of IT service management in the robot system project is put forward. (2) on the basis of the existing implementation methods of IT services, the implementation method of IT service management suitable for robot system project is proposed. (3) to study the organization structure design and the implementation process design in the application framework. Complete the organization structure and process design model suitable for the project; (4) study IT service management software, implement the design matching process and interface; (5) evaluate the effect of IT service management through the data comparison of the problems solved before and after the application of IT service management. The service management department of the company robot system project is added to the service management department of the company robot system project. The efficiency of the company problem solving has been greatly improved, the employee satisfaction to the system has reached more than 90%, and the customer satisfaction has been greatly improved. According to the results of the application, the feasibility of the application of IT service management in the robot system project has been demonstrated, and the application direction of IT service management has been opened up.

【學(xué)位授予單位】：華東理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F416.67;TP311.52

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