传统国有企业的管理流程和业务流程具有多年的积累，流程的僵化往往有着比较复杂的 深层次原因，可能是内控制度、人员配置、企业文化等方面原因，部分国外的咨询公司为国 企制定的流程优化方案，大多数是套用国外成功的流程优化模式，使用的工具、方法和理论 没有变化，在中国企业进行流程优化的难以实施。 中国电信 NT 分公司曾经的政企客户服务质量较好，为政企业务的规模发展做出较大的贡 献，但随着时间的推移，较为固化的政企客户服务流程不能满足当前政企业务快速发展的要 求，同友商相比已经没有明显优势，客户和客户经理也反映过相关的服务问题。 为了提高政企客户服务水平，提升政企客户的服务感知，本文通过人员访谈、问卷调查， 进行相关数据分析，整理出中国电信 NT 分公司政企客户服务流程中的问题，并深度挖掘问题 产生的原因，结合案例分析、文献资料查阅、流程优化工具的使用，制定符合企业实际情况 的流程优化方案，对流程优化方案的实施情况进行跟踪和动态优化调整，从而达到提升政企 客户服务水平的目的，对于传统国企尤其是通信运营商快速找到流程中的问题并制定行之有 效的解决方案有着积极意义，对促进国企焕发活力、提高市场竞争力、规模发展业务能发挥 实际的指导作用。 关键词：政企客户，服务流程，流程优化，运营商II Abstract The management process and business process of traditional state-owned enterprises have accumulated for many years, and the rigidity of the process often has more complex deep-seated reasons, which may be the internal control system, personnel allocation, corporate culture and other reasons. Some foreign consulting companies have developed process optimization schemes for state-owned enterprises, most of which are based on the successful process optimization models, tools, methods and there is no change in theory, and it is difficult to implement process optimization in Chinese enterprises. The quality of government and enterprise customer service has been greatly improved by the China Telecom NT branch. It has made a great contribution to the scale development of the government business. But over time, the relatively rigid government and enterprise customer service process can not meet the requirements of the rapid development of the government and business, and has no obvious advantage compared with the competitor. The customer and the customer manager have also reflected the service problems of government and enterprise customer. In order to improve the service level of government and enterprise customers and enhance the service perception of government and enterprise customers, this paper analyzes the relevant data through personnel interviews and questionnaire surveys, and sorts out the problems in the service process of government and enterprise customers of China Telecom NT branch, and in-depth mining of the causes of the problems, combined with case analysis, literature review, and the use of process optimization tools, to develop a process optimization plan in line with the actual situation of the enterprise, track and dynamically optimize the implementation of the process optimization scheme, so as to improve the customer service level of government and enterprise. It has a positive significance for traditional state-owned enterprises, especially for communication operators, to quickly find problems in the process and formulate effective solutions. It can play a practical guiding role in promoting the vitality of state-owned enterprises, improving market competitiveness and scale development of business. Key words: Government and business customers, Service process, Process optimization, OperatorIII 目录 第一章 绪论............................................................................................................................................................. 1 1.1 选题背景 .................................................................................................................................................... 1 1.2 研究目的和意义 ........................................................................................................................................ 2 1.2.1 研究目的 ......................................................................................................................................... 2 1.2.2 研究的意义 ..................................................................................................................................... 2 1.3 研究方法 .................................................................................................................................................... 2 第二章 文献回顾..................................................................................................................................................... 4 2.1 流程及流程优化 ........................................................................................................................................ 4 2.1.1 流程的概念 ..................................................................................................................................... 4 2.1.2 流程优化含义 ................................................................................................................................. 4 2.2 流程优化的方法 ........................................................................................................................................ 5 2.2.1 流程优化方法 ................................................................................................................................. 5 2.2.2 政企服务流程优化方法 ................................................................................................................. 7 2.3 本章小结 .................................................................................................................................................... 8 第三章 中国电信 NT 分公司政企客户服务流程现状........................................................................................ 10 3.1 中国电信 NT 分公司现状 ....................................................................................................................... 10 3.1.1 中国电信 NT 分公司基本情况 .................................................................................................... 10 3.1.2 中国电信 NT 分公司政企服务体系介绍 .................................................................................... 10 3.1.3 中国电信 NT 分公司政企服务流程现状 .....................................................................................11 3.2 中国电信 NT 分公司政企客户售前服务流程 ....................................................................................... 13 3.3 中国电信 NT 分公司政企客户售中服务流程 ....................................................................................... 14 3.4 中国电信 NT 分公司政企客户售后服务流程 ....................................................................................... 15 3.4.1 主动性售后服务流程 ................................................................................................................... 15 3.4.2 响应式售后服务流程 ................................................................................................................... 16 3.5 中国电信 NT 分公司政企客户服务组织架构 ....................................................................................... 17 3.5.1 政企客户服务组织架构 ............................................................................................................... 17 3.5.2 政企客户服务部门职责 ............................................................................................................... 18 第四章 中国电信 NT 分公司政企服务流程问题调查........................................................................................ 19 4.1 人员访谈 .................................................................................................................................................. 19 4.1.1 人员选择 ....................................................................................................................................... 19 4.1.2 访谈内容 ....................................................................................................................................... 20 4.1.3 访谈结果 ....................................................................................................................................... 21 4.1.4 问题归类 ....................................................................................................................................... 22 4.2 问卷调查 .................................................................................................................................................. 24 4.2.1 调查设计 ....................................................................................................................................... 24 4.2.2 调查内容 ....................................................................................................................................... 24 4.2.3 调查过程 ....................................................................................................................................... 25 4.3 政企服务流程中存在的问题 .................................................................................................................. 26 4.3.1 政企服务整体流程问题 ............................................................................................................... 26 4.3.2 政企售前服务流程问题 ............................................................................................................... 27 4.3.3 政企售中服务流程问题 ............................................................................................................... 29 4.3.4 政企售后服务流程问题 ............................................................................................................... 30 4.3.5 政企产品支撑流程问题 ............................................................................................................... 31 4.4 本章小结 .................................................................................................................................................. 31IV 第五章 政企服务流程优化方案设计和实施 ....................................................................................................... 33 5.1 政企服务流程优化方案的原则 .............................................................................................................. 33 5.1.1 政企服务流程优化方案要符合集团公司战略............................................................................ 33 5.1.2 政企服务流程优化方案要做到“点面结合”............................................................................ 33 5.1.3 政企服务流程优化要关注同流程强相关问题............................................................................ 34 5.1.4 政企服务流程优化要做到平稳、易于实施................................................................................ 34 5.1.5 政企服务流程优化方案要遵从价值导向.................................................................................... 35 5.2 政企服务流程优化方案 .......................................................................................................................... 35 5.2.1 组织架构优化 ............................................................................................................................... 36 5.2.2 政企客户服务流程整体优化方案................................................................................................ 38 5.2.3 政企售前服务流程优化方案 ....................................................................................................... 41 5.2.4 政企售中服务流程优化方案 ....................................................................................................... 43 5.2.5 政企售后服务流程优化方案 ....................................................................................................... 46 5.2.6 政企产品支撑流程优化方案 ....................................................................................................... 48 5.3 流程优化方案的实施 .............................................................................................................................. 49 第六章 总结与展望............................................................................................................................................... 50 6.1 总结 .......................................................................................................................................................... 50 6.2 不足与展望 .............................................................................................................................................. 51