广东移动全面服务质量体系建立与应用研究

发布时间：2018-06-27 03:00

本文选题：客户服务 + 全面服务质量管理　；参考：《华中科技大学》2012年硕士论文

【摘要】：在中国新一轮电信行业重组推动下，电信运营企业正在从传统的网络运营商向综合信息服务提供商转型，然而从客户角度出发的质量管理体系尚未建立起来。如何在不进则退的全业务竞争环境中认清方向，，并制定出一套卓有成效的全面服务质量管理体系来获得难以模仿的服务优势，对于我国电信运营企业寻求新的竞争优势具有重要的现实意义。本文结合电信服务行业特点，首先阐述广东移动客户服务管理现状，应用服务质量差距模型，从服务需求、服务执行、服务质量与服务传播四个方面分析广东移动服务质量管理存在的主要问题，论述建立全面服务质量管理体系的必要性。在此基础上，论文重点探讨广东移动全面服务质量管理体系的建设方案，包括确定建设目标和原则，构建一个由服务需求挖掘、服务标准规范、服务执行保障和服务承诺管理四个服务质量管理子体系组成的较为完整的全面服务质量管理构架，设计广东移动全面质量管理流程和控制机制，以强化客户服务质量的运营管理，提升客户满意度。最后，论文阐述广东移动全面服务质量管理体系方案的具体应用，明确应用思路和原则，界定应用范围，提出详细应用步骤，并针对方案应用中的难点问题探讨解决对策。期望本文研究结论能为我国电信运营企业服务质量管理提供有实际意义的借鉴与启示。
[Abstract]:Driven by the new round of telecom industry reorganization in China, telecom operators are transforming from traditional network operators to integrated information service providers. However, the quality management system from the perspective of customers has not yet been established. How to recognize the direction in the competitive environment of the whole business, and develop a set of effective and comprehensive service quality management system to obtain the service advantage which is difficult to imitate, It has important practical significance for China's telecom operators to seek new competitive advantages. Based on the characteristics of telecom service industry, this paper first describes the current situation of Guangdong Mobile customer service management, the application of service quality gap model, from the service demand, service execution, This paper analyzes the main problems of service quality management in Guangdong Mobile from four aspects of service quality and service dissemination, and discusses the necessity of establishing a comprehensive service quality management system. On this basis, the paper focuses on the construction of Guangdong Mobile Total Service quality Management system, including the establishment of construction goals and principles, the construction of a service demand mining, service standards, Service implementation guarantee and service commitment management four service quality management sub-system composed of a more complete overall service quality management framework, design Guangdong Mobile Total quality Management process and control mechanism, To strengthen customer service quality management, improve customer satisfaction. Finally, the paper expounds the concrete application of Guangdong Mobile Total Service quality Management system, clarifies the application ideas and principles, defines the scope of application, puts forward the detailed application steps, and discusses the solutions to the difficult problems in the application of the scheme. It is expected that the conclusions of this paper can provide practical reference and enlightenment for the service quality management of telecom operation enterprises in China.
【学位授予单位】：华中科技大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F626

【参考文献】