The Research Of Lowering Complaints Rate Of P System In D Company By 6SIGMA

Shanghai mobile telecommunication market competes intensively. P System of Company D used to play an important role of the market by its lower price and radiation. However, combined deficiency of the technology with the competitors'lower price, the competitive advantage becomes weaker and weak. More and more customers write off their business. This thesis focuses on improving of the network quality by tools of six-sigma to satisfy customers, to reduce the writing-off rate and to do economic benefit to the company.This thesis analyzed the situation about the hige complaints rate of D company P System and found out some reasons. According to the result analized, measures were implemented. As a result, the rate was lowered a lot. Through the thesis research, some conclusions can be made out: 1. Six-sigma is often used in manufactory and other service indusdries. By this thesis, we proved that six-sigma is also suitable for network operation and maintenance management to improve network quality.2. According to the 5 steps of DMAIC, we improved network quality and made benefit by measure, analysis and improvement actions based on objective data. Reliable data and précised processes are essential to the thesis.3. When the quality is improved to some extent, it is hard to go more by DMAIC. And then, the DMADV mode is essential. Furthermore, TRIZ is an effective tool for the mode, which also can improve the network quality.Since six-sigma tools are not quite usually adopted by telecommunication operators, while this is also the first time to use TRIZ to explore how to improve network quality, the thesis provides a new method and scheme on process to develop telecommunication quality, which are relatively practical.