Research Of Differential O & M Service About Shangluo Brantch Of China Telecom Corporation Limited

Shangluo Brantch of China Telecom Corporation Limited is subordinate to Shannxi Branch and is a full services integrated operator in Shangluo city. In recent years, Telecommunications grow rapidly and the competition is fierce in the shangluo area marketplace. Along with 3G business certificates being gained especially, Shangluo Brantch of China Telecom Corporation Limited is providing telecommunications and information services including wireline voice, mobile voice, data, video and multimedia telecommunications and broadband services provider and the same is to Shangluo Brantch of China Mobile and Shangluo Brantch of China Union. Facing their being not different services and the customer service quality requirement being more and more high to them, Shangluo telecom must change her conept and means to meet customer's needs and to improve their satisfaction index. Consequently, how to improve customer's satisfaction index and building the system meeting segmentation market about service of operation & maintenance is worthwhile to research.This article use the theory of differentiation and theory of Customer Relationship Management(CRM) and the theory of Business Process Reengineering(BPR) with using the way of positive study and sampling investigation,analyzed going deep into the field of the present system and her problem about O&M Service in shangluo telecom brantch, and pointed out the solution and scheme to the problem.The achievement that has very crucial value and directive function to improve the ability about O&M Service and management level of shangluo telecom brantch in order to improve degree of customer's satisfaction especially to very important person(VIP), at which significance of enlightenmen is noticeable to Shannxi telecom and her other brantchs or China Telecom Group Corporation and is applicable to China Mobile or China Union.