大连理工大学专业学位硕士学位论文
摘
要
随着互联网技术对商业模式的巨大影响，越来越多的传统企业对互联网、软件开发
越发地重视起来。在行业竞争日益激烈的背景下，N公司作为资深的互联网呼叫中心研
发企业，市场占有率呈现出明显的下降趋势。N公司背靠通讯行业的巨无霸 HW集团和
互联网巨头 KD 集团，如何从市场中找到一条属于自己的出路，恢复原来的市场地位，
成为了摆在 N公司管理层面前的一道急需解决的难题。
本文针对 N 公司 Z 呼叫中心系统开发项目进度控制问题开展研究。根据软件项目
的特点，结合 N公司的实际情况和行业背景，通过对 N公司 Z呼叫中心系统软件项目
研发过程的沉浸式调查、比较、分析，来研究该软件项目进度控制的管理。在对该过程
中存在的问题进行总结和梳理的基础上，提出有针对性地改进措施，并对未来的发展趋
势进行了分析和预测。在文献理论和时间统计分析的基础上，本文在研究过程中也采用
了对比计算实验的研究方法，并根据实验结果编制出 Z呼叫中心系统项目的进度计划和
进度跟踪控制图表，来有效地保障进度跟踪控制的顺利进行。并从管理本身的角度出发，
从组织架构、项目管理工具、团队建设、风险管理等方面提出相应的优化措施，促进项
目进度的顺利进行。
本文对项目进度控制的研究对 N公司项目进度控制体系的建立、项目跟踪与保障、
项目管理模式的改进和项目管理人才的培养具有现实意义。从某种意义上说，这对 N公
司解决目前发展中遇到的市场竞争难题具有十分积极的意义，也对 N公司短期战略目标
的实现起到非常有力地促进。同时，对类似软件项目管理有同样问题的企业也有一定的
借鉴价值。
关键词：项目管理；软件项目；进度计划；呼叫中心系统
- I -

Z呼叫中心系统开发项目进度管理研究
Research on Schedule Management for Z Call Center System
Development Project
Abstract
With the huge impact of Internet technology on business models, more and more
traditional enterprises pay high attention to the Internet and software development. Under the
increasingly fierce industry competition, N company, as one of established Internet Call Center
R&D corporations, is facing the challenge that it's market share shows downward trend
obviously. Supported by the communication giant HW group and the Internet giant KD group,
the management of N company's urgent mission is to find a way out to retake its market share as
soon as possible.
According to the classification and characteristics of software projects, combined with
the actual situation and industry background, this thesis will analyse and compare the
similarities and differences between project management of software industry and others.
However, the focus of this research will be on the Z Call Center System project management.
By means of deep investigation, comparison, and analysis of the R & D process of Z Call
Center System software project, major issues and root causes are defined, and improvement
action plan is established accordingly, and then its development future is foreseen. Further to
literature research method and time statistical analysis, comparative calculation experiments
are applied during the research process. As a result of the experimental results, tracking
diagram of the project progress is created and then the project progress is under control, and
its accomplishment is assured. From the perspective of management itself, this paper puts
forward corresponding optimization measures from the aspects of organizational structure,
project management tools, team construction and risk management to promote the smooth
progress of the project.
The significance of this research is good for the establishment of software project progress
control system, progress tracking and assurance, project management improvement, and
personnel training in N company. It in a sense can be kind of positive drive to help the N
company regain more market share, as well as to realize the short-term strategic objectives. At
the same time, it also has a certain reference value for enterprises with the same problems in
similar software project management.
Key Words：Project management; software project; schedule; Call Center
- II -

大连理工大学专业学位硕士学位论文
目 录
摘 要.............................................................................................................................I
Abstract .............................................................................................................................II
1 绪论.............................................................................................................................. 1
1.1 选题背景和意义.............................................................................................. 1
1.2 国内外研究综述.............................................................................................. 1
1.2.1 国外研究现状...................................................................................... 1
1.2.2 国内研究现状...................................................................................... 3
1.3 研究的内容及方法.......................................................................................... 4
1.4 研究思路.......................................................................................................... 4
2 相关理论综述.............................................................................................................. 6
2.1 项目进度管理概述.......................................................................................... 6
2.2 项目进度计划概述.......................................................................................... 8
2.3 项目进度控制概述........................................................................................ 10
3 Z软件开发项目管理现状及问题分析..................................................................... 12
3.1 N公司软件项目管理现状............................................................................. 12
3.1.1 企业概述............................................................................................ 12
3.1.2 企业产品介绍.................................................................................... 13
3.1.3 N企业软件管理现状......................................................................... 14
3.2 Z软件开发项目介绍..................................................................................... 17
3.2.1 Z项目背景介绍................................................................................. 17
3.2.2 Z项目功能介绍................................................................................. 18
3.2.3 Z项目进度管理现状......................................................................... 19
3.3 Z项目进度管理问题..................................................................................... 22
3.3.1 Z项目进度计划问题......................................................................... 22
3.3.2 Z项目进度控制问题......................................................................... 24
3.4 Z项目进度管理问题具体因素 .................................................................... 28
4 Z项目进度管理优化................................................................................................. 32
4.1 Z项目进度管理优化总体思路..................................................................... 32
4.2 Z项目进度管理计划准备............................................................................. 32
4.2.1 项目开发活动.................................................................................... 32
- III -
。。。以下略