The Research And Evaluation Of Technical Service Quality For Sichuan Mobile Communication Company

Through my research on assessment system of technical service quality in Sichuan Mobile Communication Company, I find out that the present index system is too complex, and breaks off from the market competition. It needs, therefore, some momentous change and improvement. Having had much experience in Mobile Communication line and studied in the MBA program for years, I feel quite obliged to bring forward some of my ideas here. In this paper I am trying to bring forth some new methods of evaluation, and set up an index system focusing on technical service quality- the essence of competition, under the guidance of the informative index account and evaluation theory; besides, the above-mentioned methods shall be applied to the trail evaluation works in Sichuan Mobile Communication Company.In this paper, first, I introduce the development and competition of civil Mobile Communication, and give a brief introduction of the competition strategy of Mobile Communication Companies. After explain the concepts of product, quality and service qualities, I talk about the connotation of technical service quality and correlative factors. Under the guidance of the informative index estimate and evaluation theory, consulting the detailed rules and index system of evaluation for the networks operation and maintenance of Sichuan Mobile Communication Company, I set up an index system of evaluation of technicalservice quality, which is based on market competition. Besides, I bring forth some new methods of standardization of evaluation, which are applied to the trial evaluation of technical service quality for each Sichuan Mobile Communication constituent Companies, In the end, I analyze the results.In conclusion, this paper is supposed to provide a new way of administration and maintenance work to mobile communication operators: the evaluation of technical service quality and the control over it should be based on the market, and try to be customer-oriented. By following the ideas of this paper, the operators can adjust the standard of technology service quality, and have a more pertinent control over the maintenance work through customer surveys, and thus meet the demand of the market.