Call-center Management Framework Design

This thesis refers to the course of project development management. The writer, with 10 years experience of software developing and project development managing, studied the ways of Systematic project development management of the bank's call-center.Through the implementation of the milestone management framework, the writer adds essential managements in the course of pure technology implementation, helping to solve the problems in the plan, the cost, the quality, the demand datum and the workload estimating of the project.The thesis analyzes the feasibility of project of the bank's call-center and defines the system structure, the key element and the workflow of the milestone management of the bank's call-center project, does deep studies and discussions of some key parts, such as the course of project planning, the course of project execution tracking, the course of project execution controlling, the tactics of the operation management of the bank's call-center, and gives concrete workflow and working techniques.The thesis also proposes the project planning, the overall scheme, and the business flow designing of the project of the bank's call-center.The design innovation has been implemented in the milestone management framework as the following:1. The milestone management framework consists of 16 business milestones. These milestones'are organized into five phases that follow a standard and logical sequence for new product development, which include business case development, portfolio planning, project definition, project implementation, launch and closeout.2. Ongoing market analysis places focus on customer, so the milestone management framework is driven by market and realized by engineering. Enhancing communications related to the process of market and product line planning with system and product development, the milestone management framework ensures new product meet customer expectation.3. The project milestone management framework integrates the functions related to business plan, investment management, project planning, tracking and control process. It provide software enterprises with a clear, unified approach to coordinating functions including marketing, engineering, project management and manufacturing activities that will ensure proper business planning and execution correctly. Its forward-looking processes management can be helpful to identify and select the best solution.