The Study Of Countermove For Service Management Of Gansu Unicom

A jump from "scientific management" to "service management "has complied with situation of social and economic development and competition in modern times. Today, when society and economy are rapidly developing, the means and ways for enterprises to win competitive advantages have undergone profound changes, and enterprises must comprehensively employ customer's satisfaction and market differentiation to supply more values and obtain growth and development by means of service competition. The products of telecom enterprises are to supply good-quality, quick, efficient and low-consuming telecom means and efficacy to customers and their service process is using (consuming) process by customers. Only customer feel satisfied, can economic benefit be brought to enterprises.Presently Gansu Unicom are facing such problems as not high satisfaction of customers widening gap in competition with opponents, dimming cognition of service top project by customers, insufficient guaranteeing capacity of service, service mal-position of consciousness, upside-down placement of service management focus, etc. Service management is still in initial stage of development and standardization. Service innovation-marking capacity is not strong, therefore, how to enhance service management level, is a long way for Gansu Unicom to go, which needs greater effort and improvement of the whole service level.As far as overall enhancement of service management level of Gansu Unicom is concerned, in my opinion there exist the following countermoves. Firstly, changing traditional ideas of leading body and heightening consciousness of service. Secondly, setting up clear service strategy in Gansu Unicom. Thirdly, integrating Gansu Unicom exioring resources and improving sensible cognition of service by customers; Fourthly perfecting supporting systems to Gansu Unicom service to satisfy customer's cognition; Fifthly, improving service weakness of Gansu Unicom to supply good-quality service values to customers; Sixthly, raising service level of Gansu Unicom staff by taking customers as service center.To sum up, the essence of service war is scrambling for customers. Taking attract new customers to a maximum extent and stabilize old customers as object and greatly heightening customers' satisfaction and loyalty, Gansu Unicom should taking into overall consideration service management problem by setting up complete and original service system, thus finding a thorough solution.