中国电信长治分公司客户服务质量提升研究

发布时间：2018-03-06 17:28

本文选题：电信　切入点：满意度　出处：《太原理工大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着通信技术及相关业务的发展,三大运营商之间的竞争日趋激烈。2008年三大运营商都已获得固定和移动通信牌照,开始全业务经营。2013年底,三大运营商均已拿到4G牌照,运营商之间的业务已同质化,能体现差异的只有服务。作为服务型企业,电信公司必须改变传统的以销售为中心的理念,坚持以用户为中心,在保证通信基础服务能力的前提下,提升工作人员专业水平,并增加差异化、特色化服务,全面提升用户服务质量,提高用户满意度、忠诚度,在用户感知上做细、做实,真正履行“用户至上,用心服务”的经营理念,让用户真真切切感受到电信的服务质量的提升,才能在日趋激烈的竞争中得以生存发展。本文通过分析长治电信分公司在服务质量管理上存在的问题,结合用户反映问题的渠道,从用户切身感受的各触点因素考虑,基于ISO9001质量管理体系和服务质量差距模型,构建了长治电信客户服务质量管理体系,并运用PDCA全面质量管理办法和神秘顾客调查法等研究方法,从营业厅服务质量管理、投诉服务质量管理、装维服务质量管理、其他服务质量管理四个方面提出改善长治电信分公司服务质量的具体措施并实际应用,通过长治分公司服务质量管理体系的运行,改善目前存在的服务质量问题,通过服务质量管理体系的运行发现新的问题,通过制定相应的措施并对服务质量管理体系进行完善,最终实现长治分公司服务质量的持续提升。本文的创新成果为通过深入分析长治电信分公司目前服务质量管理中存在的问题,结合用户触点,构建长治电信分公司服务质量管理体系。本文的重点和难点为通过构建的长治电信分公司服务质量管理体系,系统的对各项服务质量管理内容进行梳理,针对具体内容进行逐项细化,并运用适合的服务质量管理方法进行分析,最终提出具体的服务质量提升措施。通过PDCA全面质量提升方法的阶梯式循环,推动长治电信分公司服务质量管理水平与用户满意度逐步提升。另外,本文还对目前电信公司线上渠道的应用及推荐方式做了详细的阐述。处于互联网时代,随着信息技术的飞速发展,各类线上渠道的应用也会更加普及,用户足不出户就可以办理各项业务。加大用户自助渠道引导与用户自主业务办理辅导力度,推广自助渠道,培养用户自助使用习惯,不但可以节省用户临柜等候时长,还能有效提升用户感知。本文所提出的服务质量管理提升措施和方法,对于改善和提升长治电信分公司服务质量水平有一定的效果,也可为同行业的其他公司提供借鉴和参考,帮助提高用户满意度及整体服务水平。
[Abstract]:With the development of communications technology and related services, the competition among the three major operators has become increasingly fierce. In 2008, all three operators have been granted fixed and mobile telecommunications licences. As a service-oriented enterprise, telecom companies must change the traditional concept of "sales as the center" and adhere to the "user-centered" approach. On the premise of guaranteeing the basic service ability of communication, we should enhance the professional level of the staff, and increase the differentiation and characteristic service, improve the service quality of the users, improve the satisfaction degree and loyalty of the users, and do the fine and practical work on the perception of the users. To truly carry out the business philosophy of "customer first, service by heart", so that users can truly feel the improvement of service quality of telecommunications. In order to survive and develop in the increasingly fierce competition, this paper analyzes the problems existing in the service quality management of Changzhi Telecom Branch, combines the channel of users' reflection of the problems, and considers the contact factors of the users' personal feelings. Based on the ISO9001 quality management system and the service quality gap model, this paper constructs the Changzhi telecom customer service quality management system, and applies the PDCA total quality management method and the mysterious customer investigation method to study the service quality management in the business hall. Four aspects of complaint service quality management, maintenance service quality management, other service quality management are put forward to improve the service quality of Changzhi Telecom Branch and applied in practice. Through the operation of Changzhi Branch Service quality Management system, To improve the existing service quality problems, to find new problems through the operation of the service quality management system, to develop the corresponding measures and to perfect the service quality management system, Finally, the continuous improvement of service quality of Changzhi Branch is realized. The innovative achievement of this paper is to analyze deeply the problems existing in the service quality management of Changzhi Telecom Branch, combined with user contact, The key and difficulty of this paper is to construct the service quality management system of Changzhi Telecom Branch, and systematically sort out the contents of service quality management. According to the specific contents of the detailed, and the use of appropriate quality of service management methods to analyze, and finally put forward specific measures to improve the quality of service. Through the PDCA total quality promotion method step by step cycle, To promote Changzhi Telecom Branch Service quality Management level and customer satisfaction. In addition, this paper also gives a detailed description of the current telecom companies online channel application and recommendation methods. In the Internet era, With the rapid development of information technology, the application of all kinds of online channels will become more popular. Users can handle all kinds of business without leaving home. Cultivating the self-help habit of users can not only save the waiting time of users, but also effectively enhance the perception of users. The measures and methods of improving the quality of service management proposed in this paper, It has certain effect on improving and improving the service quality level of Changzhi Telecom Branch. It can also provide reference and reference for other companies in the same industry and help to improve customer satisfaction and overall service level.
【学位授予单位】：太原理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F626;F274

【相似文献】