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中国电信长治分公司客户服务质量提升研究_MBA毕业论文DOC

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文本描述
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

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

IIIIV
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

关键词:电信;满意度;服务质量;提升措施;PDCA 全面质量管理方法V
Research of customer service quality promotion
for China Telecom Changzhi branch
Abstract:With the development of communication technology and related
business, the competition between the three operators becoming fiercer. In 2008
three operators have been received fixed and mobile licence, start the entire
business operations. At the end of 2013,three big operators have got 4G licences,
business between operators already homogeneity, only service that can reflect
the differences.As service-oriented enterprises, China Telecom must change the
traditional sales centered concept, and adhere to the user as the center, in the
premise of ensuring the basic capacity of communication services, enhance staff
professional level, increase the differentiation and characteristic service,
improve customer service quality, improve customer satisfaction and loyalty,
always consider user perception, really implement the customer first, service
whole-heartedly business philosophy, let the user can truely feel the telecom
service quality improvement. Only in this way, China Telecom can survive in
the increasingly fierce competition development.
This paper analysis problems existing in service quality management of
Changzhi Telecom branch, combined the channel users reflect problems, taking
into account the various aspects of user experience, to ISO9001 quality
management system and service quality gap model as the basis, constructs the
customer service quality management system of Changzhi telecom branch.The
application of PDCA total quality management approach, the mysterious
customer survey method and other research methods,divided into the business
hall service quality management, complaints service quality management,
installation and maintenance service quality management, and other serviceVI
quality management four aspects to put forword measures to improve the
service quality of Changzhi telecom branch and applied to practice, through the
operation of the service quality management system of Changzhi branch,
improve the current problems of service quality and through the operation of
service quality management system to find new problems, to develop
appropriate measures to improve the quality of service management system, and
ultimately achieve the service quality of Changzhi branch improved
continuously. For the development of changzhi telecom branch , it has very
important theoretical and practical significance, and laid a good foundation for
the sustainable development of the company .
The innovation result of this paper is to analyze the existing problems in
service quality management of Changzhi telecom branch, and to construct the
service quality management system of Changzhi telecom branch in combination
with user contact. The focus and difficulty of this paper is through constructed
service quality management system of Changzhi telecom branch, and to
systematically analyze the contents of service quality management, to refine the
specific contents,and to use the appropriate quality service management method
to analyze, And finally put forward specific measures to improve the quality of
service. Through the continuous ladder cycle of PDCA&39;s overall quality
improvement method, to improve the service quality management level of
Changzhi telecom branch and customer satisfaction.
In addition, this article also do a detailed elaboration telecommunications
company online channel application and recommended way on the current. In
the Internet age, with the rapid development of information technology, all
kinds of online channel applications will be more popular, users can handle the
business at home. Increase the user self-help channel guide and help the user&39;s
handle business self-help, promote self-help channels, develop user self-help
habits, not only can save the user’s waiting time, but also effectively enhance
the user’s perception.VII
The improvement measures and methods of service quality management
proposed by this paper have certain effect on improving the service quality of
Changzhi Telecom branch, and can also provide reference for other companies
in the same industry to help improve customer satisfaction and overall service
level.
Key Words: telecommunications;satisfaction;service quality;promotion
strategy;PDCA total quality management methodI
目录
1 绪论 ... 1
1.1 研究背景和意义 ......... 1
1.1.1 研究背景 ........... 1
1.1.2 研究目的和意义 ........... 1
1.2 研究内容与方法 ......... 4
1.2.1 研究的内容 ....... 4
1.2.2 研究的方法 ....... 4
2 文献综述 ..... 13
2.1 客户服务质量管理理论 ....... 13
2.1.1 客户服务理论 . 13
2.1.2 服务质量理论 . 13
2.2 客户满意度理论 ....... 16
2.2.1 客户满意度概念 ......... 16
2.2.2 电信服务质量用户满意度指数(TCSI)概念 ........ 16
2.3 投诉管理理论 ........... 18
2.4 国内外研究现状及发展动态 ...
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