Research Of Service Management For Full-Service Operation In Beijing Telecom

With quick development of full-service operation, problems of service management become more important after Beijing Telecom has provided full-service operation for one year. This paper focus on building service management system for full-service operation that could help Beijing Telecom to promote service quality.Firstly, based on analysis of service situations and pressures faced by Beijing Telecom, this paper puts forward a closed-loop management system:starting with customer requirements, ending with customer perception. Detailed issues of closed-loop management system are also discussed in this paper.According to two basic principles:Customer Perception and Whole Process Service, closed-loop management system●Define six key service management areas:Channel, Product, Network, Support, Terminal and Cooperation●Set "Service Standards" and "Key Indexes of Quality Control" as main guide lines●Adopt "Control before Service", "Correcting in Service" and "Remedy after Service" as service management methods●Point out that Improvement of Assessing System, Providing Unified Backend Support, Establishment of Service Culture and Promotion of Service Consciousness of All Staff are import contentsThis paper adopts "Ideal Product", Total Quality Management, BCG Matrix and Cannikin Law as research methods which are applied into daily work of service management in Beijing Telecom and produce positive effects.Innovation point of this paper is that a full new service management is put forward through detailed analysis of service management problems faced by Beijing Telecom and the system make service management more complete, systematic and effective.