文档介绍：I企业客户服务管理项目的风险识别和风险评价研究摘要 CSM—客户服务管理,它体现了当今国际上先进的企业维修管理理念,CSM系统也成为电子制造企业维修服务信息化的主流和企业维修服务管理现代化的重要手段。但是目前国内的客户服务管理项目的实施涉及面广、难度大、周期长和系统复杂,尚未建立一套科学、系统、规范和有效的CSM项目管理体系和运作机制,难以对整个CSM项目的各个过程及环节起到科学、有效的规划、控制、监督和保障作用,因此实施CSM项目具有较高的风险性,且很多企业对实施CSM项目的风险内容缺乏了解,对实施CSM项目的风险重视程度不够,导致CSM项目实施的失败。这使得对CSM项目进行风险识别和评价的研究显得日益重要。本篇论文首先介绍了客户服务管理的定义、CSM项目生命周期阶段划分;其次,介绍了CSM项目风险管理的一般过程和方法;再次,运用风险管理的思想和方法对CSM项目的各个阶段进行了风险识别、风险评价和应对;最后以亲自参与的SE公司的CSM实施过程为例,总结了SE公司CSM项目的风险识别和评价的成功经验。关键词:客户服务管理,项目风险管理,风险识别,风险评价,模糊神经网络IISTUDY ON THE RISK IDENTIFICATION AND EVALUATION IN ENTERPRISE CSM PROJECT ABSTRACT As the advanced enterprise repair management theory, CSM (Customer Service Management) is the main current that the electronic manufacture enterprise repair informational management and also an important passport to repair management modernization. The implementation of CSM project involves a wide range of knowledge,the degree of difficulty is hard,cycle is long with plicated system, and we have not set up and amplified a set of science, system,normal and effective CSM project management system and operation mechanism yet at present. It is difficult to use the course and every link to play science,effective planning,control,supervising and ensuring function to whole CSM. So the implementing CSM project has higher risk. Lack of understanding the content of implementing CSM and pay little attention to the risk of implement CSM,a lot of enterprise fail to implement of CSM project. This makes the research to risk identification and evaluation in CSM application to be increasingly important. Firstly,the definition of customer service management and subsection of the CSM project life cycle are introduced in this article. Secondly, it introduced the general process and method of the CSM risk management. Thirdly, risk identification, risk evaluation and risk response in each stage of CSM project application is done with the thought and method of the risk management. The concrete risk treatment suggestion