Research On QOE Oriented Telecom Service Project Management Accountability System

With network moving to 3G, China telecom vendors is changing from "Network provider" towards "Service provider". The amount of professional and specific service is asked for operator’s competitive advantage, at the same time, these services will enhance network utilization to capture more money from the market.Thousands of Service Company are build up, they are not only fulfill the demand of telecom vendors, but also improved the end user’s satisfaction on telecom service.Even though Project Management has become to a mature field from past 10 years, but for Telecom it is still need time to improve since its specific,firstly, the deliverables are service, which is difficult to define the scope and SOR, secondly, many of young companies are lack of process so that the output is unqualified; third, the specific on "amount of projects, new technology, short time to close and high work load". Many of projects failed since of the problem on scope definition, SOR, performance evaluation, term definition and also communication, and it can not ensure that the responsibility of project cost, schedule and quality is implemented in real earnest, which ultimately lead to decline in customer satisfaction. Customer satisfaction is the key to succeed in a telecommunication engineering service delivery project, and it is even more important for future service contract obtaining. Therefore it is necessary to establish a sound project management accountability system to carry out the responsibility for all aspects, guarantee the quality, enhance the effectiveness of project services and improve customer satisfaction.This article analyzes the current situation and the existing problems of the project management in telecommunication engineering service project, describes the principles and the thread of establishment of the accountability system according to the characteristics of telecommunication engineering services projects and builds a basic framework of the accountability system in accordance with the relevant principles of management and discusses the various elements of the accountability system and the operational mechanism. It also elaborates the significance of the establishment and operation of the accountability system for the improvement of customer satisfaction by the real case analysis, and show that a sound accountability system can improve efficiency in project execution, ensure the quality of projects and ultimately improve customer satisfaction.