The Application Of SLA In Services Of Key Account Of Telecom Industry

In recent years, with the boosting of telecom system reform, Chinese telecom industry entered a more fierce competitive market. As a result, the value of Key Account emerges and it becomes the competing focus of all telecom operators. Facing to the sharp changing telecom market, the basic tenet of telecom operators is the "market-oriented, customer-centralized and profit-aimed" purpose, among which, the number of customers is fundamental for a company to seek profits. How to improve service well, especially the key Account service becomes a key factor to reach this final aim.This thesis discussed the application of SLA (Service Level Agreement) of Key Account in telecommunication, by using the theory of value chain. At the first, the thesis states the backgrounds of Chinese telecom industry. The second, it analyzes the use of value chain theory in telecom. The third, it points out the relations between SLA and value chain. The fourth, SLA is very important for the service of Key Account. The fifth, it elaborates the content, application and development of SLA. The sixth, it introduces the details of SLA in practice. This thesis uses a lot of datas to analyze the problems,and points out pieces of advice on the implementation of strategy through investagation and study. It also mentions some subjects that need to be researched deeply.