The Reaserch Of The Management Of The Project Of The Influencing Factors On China Unicom’s3G Customer’s Satisfation

It is China’s3G symbol that three operators obtain there different3G operating licenses in2008. China’s3G market has begun to take shape after nearly three years’ rapid development. According to latest data released by the Ministry of Industry and Information Technology, the Chinese mobile phone users has reached101.8million, of which3G subscribers has reached152.06million, accounting for14.9%of the total number of mobile phone users by end of March2012. Along with the3G market’s booming, the three operators are facing a fierce competition of the mobile market. They all take the developing of3G subscribers as a corporate assessment indicator. However, the data released by MIIT shows that China’s mobile communications market gradually becoming saturated, the growth of3G users can only rely on the improvement of customer’s satisfaction. In fact, the increasing of3G customers have been transformed into the redistribution of mobile phone users between the three operators, and the customers’ satisfaction plays a key role.In order to better knowing customers’ needs, enhance customers’satisfaction, China Unicom implement a project of the influencing factors on customers’ satisfaction. The project aims to conduct research to customers, the depth of excavation customer needs, establish a3G customers’satisfaction index system and use the system to know the development strategy of China Unicom’s3G users, and thus achieve greater market advantage.As an important participant in this project, combined with project management theory, the author analyze the project from the following three aspects:①Based on project scope management theory define the scope of the project and establish the framework of the project task decomposition based on the WBS;②Based on Project time management theory conduct a detailed description of the project schedule and scheduling, and draw out the project code network diagram and Gantt Chart;③Based on Project quality management theory, the paper proposes the project’s quality function deployment (QFD) and shows the result by detailed data.By the research and conclusions, the paper has applied the project management theory into a specific practice, and played a guiding role in the actual work, theoretical and practical significance.