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博碩士論文 etd-0824111-153043 詳細資訊
Title page for etd-0824111-153043
論文名稱
Title
以模擬技術探討電信業之網路建置流程服務品質改善
A Study of The Service Quality Improvement of The Network Deployment Process for The Telecommunications Industry by Simulation Technique
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
98
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2011-07-15
繳交日期
Date of Submission
2011-08-24
關鍵字
Keywords
網路建置、電信、系統模擬、服務品質管理、服務藍圖
Quality Management of Service, Network Deployment, System Simulation, Service Blueprinting, Telecommunications
統計
Statistics
本論文已被瀏覽 5863 次,被下載 739
The thesis/dissertation has been browsed 5863 times, has been downloaded 739 times.
中文摘要
電信業自由化之後,台灣已經進入一個寬頻網路的社會。然而,台灣的電信市場有限,目前開放的三家民營固網公司,民眾寄予厚望,將打破壟斷與帶來新的技術,但短期內由於既有業者(中華電信)在線路界接上的掣肘,與各地縣市政府在管道開挖與鋪設的諸多限制,網路建置尚未完成的地方,就無法提供服務。業者只能策略性選擇高營收的都會區或工業區客戶進行建置,而此時網路建置的相關流程服務品質管理,相形之下就更為重要。
服務藍圖可以識別服務提供過程中的失誤點或薄弱環節,進而改進服務品質。本研究將透過服務藍圖來分析電信業的網路建置流程,探討流程中可能的失誤點,並提出改善方案,然後運用系統模擬的方式建構出原始及改善後的流程模型,並利用ARENA流程模擬軟體進行不同情境下的模擬與分析,探討其流程改善後之效益,以做為未來相關產業建立完善的服務操作模式之參考。
Abstract
With the liberalization of the telecommunications industry, Taiwan has become a broadband networked society. People hope greatly that the current three private fixed network companies will break the telecommunications monopoly and bring new technology. Nevertheless, due to the fact that the existing service provider, Chunghwa Telecom, keeps raising difficulties over the connection of their lines and the regional governments also have many restrictions of the excavation and pipe laying, the service is unavailable in the place where there is no network deployment. Thus the fixed network companies build networks strategically in high-income metropolitan area and industrial park. The related quality management of network building is much significant.
A service blueprinting will identify possible fail points and weak links in the service delivery process and then improve service quality. This study of the analysis of the telecommunications network deployment is to explore possible fail points in the process and provide improvement plans through service blueprints. In order to know the results of process improvement, system simulation which can build the original and improved process modes and ARENA process simulation software for simulation and analysis in a variety of conditions will be used. When the related industries establish the perfect service model, this is for their reference.
目次 Table of Contents
論文審定書........................................................................................................... I
誌 謝..................................................................................................................II
中文摘要............................................................................................................ III
ABSTRACT .......................................................................................................IV
目 錄..................................................................................................................V
圖 次............................................................................................................... VII
表 次............................................................................................................. VIII
第一章 緒論......................................................................................................... 1
第一節 研究背景與動機.................................................................................. 1
第二節 研究目的.............................................................................................. 2
第三節 研究流程.............................................................................................. 2
第四節 論文架構.............................................................................................. 4
第二章 文獻探討................................................................................................. 5
第一節 產業分析.............................................................................................. 5
第二節 服務品質管理...................................................................................... 8
第三節 服務藍圖............................................................................................ 13
第四節 系統模擬與分析................................................................................ 16
第三章 研究方法與設計.................................................................................. 19
第一節 研究方法............................................................................................ 19
第二節 問題描述與定義................................................................................ 20
第三節 服務藍圖分析改善............................................................................ 24
第四節 模型設計與建構................................................................................ 27
第五節 實驗設計............................................................................................ 28
第六節 模擬與分析........................................................................................ 29
四、 個案分析與驗證...................................................................................... 32
第一節 電信市場概況.................................................................................... 32
第二節 個案公司描述.................................................................................... 34
第三節 服務藍圖分析改善............................................................................ 36
第四節 個案模型建構.................................................................................... 41
第五節 個案模擬............................................................................................ 43
五、 結論與建議............................................................................................... 49
第一節 研究結論............................................................................................ 49
第二節 研究建議............................................................................................ 49
參考文獻............................................................................................................. 50
附 錄................................................................................................................. 52
參考文獻 References
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