S Mobile Telecommunication Company And Its Network Department——Changing From Bureaucratic Enterprise To High-quality Supplier

This thesis includes two sections, the section Case Study and the section Case Analysis. The section Case Study gives detailed description on the overall situation and the specific parts. It starts by introducing Mr. Wang Xiaogang, the manager of Network Department of S Mobile Telecommunication Company, who is now facing a big problem of how to enhance customers satisfaction rate on the network service. Actually it is what S Company is facing. As a mobile telecommunication operator under the intensified competitive environment, how to improve service quality and change its image of a bureaucratic enterprise becomes its major focus. S Company takes series of measures to improve service quality. One of the most important part is conducting surveys on customer satisfaction so as to understand customers needs. The section Case Analysis gives analysis on S Company抯 existing problem and recommendations on how to win the competition and establish its new image as a high-quality service supplier. In the analysis, theories of strategic management and service marketing are used and combined with statistics analyzing tools. The key point is how service enterprise can find suitable measures to improve service quality through using the tools of customer satisfaction survey and statistics analysis.