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A communications operator on the improvement of maintenance service response speed

Author: YangHanXing
Tutor: YinLu
School: University of Electronic Science and Technology
Course: Business Administration
Keywords: Maintenance service response
CLC: F626
Type: Master's thesis
Year: 2010
Downloads: 24
Quote: 0
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Abstract


Telecommunications Through internal and external environment analysis, the strategic policy of the current enterprise and network operation and maintenance from the perspective of the customer mix, customer service standards and requirements, several aspects of customer satisfaction, quality and find out the network maintenance efficiency and impact on the relationship between customer satisfaction. And in-depth practical understanding of the background from the front office passed to the maintenance department of the user complaints, demands the full situation, in which the work of the difficulty and improve customer satisfaction maintenance and management bottlenecks. Bottleneck analysis for a breakthrough, the establishment of effective mechanisms for the formation, and ultimately enhance the response speed of maintenance services. Service response and to explore solutions to the potential for other industrial applications.In the introduction to this thesis, the entire communications industry and user needs an overview of the situation, clear the background, of the content and focus of the study framework. In the second chapter, a detailed analysis of the communications industry in the third chapter of a communication system, the industry’s internal environment is analyzed. The fourth chapter in the previous chapter basis of the analysis, make the telecommunications operators SOWT A strategic choice, and the angle from the network operation and maintenance services, suggested that we should attach importance to maintaining the response rate. Chapter V proposes to enhance maintenance responsiveness strategy. Chapter VI response maintenance services to improve the measures and methods. Summary of Chapter VII of the response system maintenance services to promote the value of application. Chapter VIII summarizes the full text.Paper uses the theory with practice, some methods of qualitative analysis (SOWT matrix, 4P analysis, etc.), and on China Mobile’s mobile service and rapid response to China Telecom’s broadband business case to respond quickly to collect and study the situation. Meanwhile, other sectors of the service response analysis of case studies. Enterprises for which the analysis of the practical issues, combined with study of the nature of the work itself, the production sector from the back front of concern to the customer service department customer satisfaction analysis, and production in the operation and maintenance methods to introduce business process management . This paper is not only a theory, but also will study the results to try and seek the service response system to form products, discuss solutions to service response possible applications to other industries.

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CLC: > Economic > Posts and Telecommunications economic > Telecommunications > Telecommunications business organization and management
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