摘要
软件外包服务的质量控制是当前软件外包行业的不断发展的推动力。外包服务质量控
制水平的提升意味着软件企业在软件服务外包行业的核心竞争力取得了显著提升。同时,
质量控制的水平也成为软件分包商选择承包商的评价标准和决定性因素。
本文首先对当前软件服务外包的质量管理的现状进行分析,并对当前质量管理理论进
行归纳总结,重点阐述了 eSigma在质量管理中的优势。在此基础上,分析了 M公司当前
服务外包的现状和质量控制体系,总结出当前遇到的问题和难题。针对这些问题构建了基
于6Sigma理论的软件服务质量管理体系和流程,并定义了有助于质量监控的关键绩效指
标用于评估软件服务质量,进而介绍利用该流程如何优化软件质量评估体系。阐述了软件
服务外包所牵涉的角色和6Sigma的角色之间的联系和定义。最后详细介绍了该体系在M

公司使用的情况和效果。
文中提出的质量控制体系,解决了目前存在的一些问题,同时满足M公司的控制软件
服务外包质量的目标,对同类型的服务外包企业也具有一定的参考价值。
关键词:软件外包;质量控制;6Sigma

第II页
华东理工大学硕士学位论文

The researches on 6 Sigma based

Software Service Outsourcing Quality Control system

Take Company M as an example

Abstract

The quality control of Software Outsource Service becomes the driving force of the IT industry.

The development of the quality control level means the promotion of the core competitiveness of

the companies. It decides the evaluation level and the key points when chooses the outsource

company.

This essay analyzes the current situation on the quality management in software outsourcing

industry firstly, and induces the popular quality management theories, emphasizes the importance

of 6 Sigma. Based on this, take Company M as an example, this essay summarizes the questions

and issues encountered nowadays. It focuses on these problems, builds up the quality control

systems and process, and defines the KPI scorecards. It also introduces the mapping between the

6 Sigma roles and normal company's role. Finally, it introduces the current situation and result

after Company M used the 6 Sigma Quality control system.

The 6 Sigma Quality Control Systems resolve the current issues about how to control the service

quality efficiently. Meanwhile, it matches the goal of Company M when it controls the

outsourcing service quality. It is as well as to be a valuable reference to other companies.

Keywords: Software Outsource; 6 Sigma; Quality Control