Research In Program Of China Telecom's Basic Service Quality Management Mode

21st century is a service wining period, service fator will replace the product and price become the new focus in the marketing competition. Today telecom market becomes the rapid development and competition place, which need the telecom industry to improve its service quality. Along with the reform and fierce competition of our nation's telecom industry, and going through the disassemble, facing the 3G competition, full service operation, triple play and so on competition environment, national telecom enterprises will face change from the enterprise interal management mode operation to the customer need mode opertation.Basic level management efficiency will decide the enterprise management vitality. Basic level service quality management will connect to the telecom internal service location, and become the link with the implement and organization, all this will affect the quality perception of the customers'. Base on it, research and practise on the basic customers service quality management mode methodology will become the basic telecom enterprises'focus.This thesis bases on the mode of telecom industry service management maturity and service gap research analysis, and combine with author's concrete working experience and deep understanding in the China telecom's basic level operation mode. Through the anlysis of the basic level service quality management in the China Telecom's XX branch specific issues, try to combine with the full quality management idea and program methodology, set up an kind of service management mode that face to the China Telecom's reality application extension.Throgh the analysis and study of this thesis, I think we should improve the China Telecom's service quality supervise, implement, and management efficacy. In order to carry forward the continued enterprise internal service quality management from the bottom to the top, it must chang the whole telecom enterprise's service management idea and based on the customers'angle. This thesis based on this relationship of cause and effect, start on the China Telecom's basic level service quality organization structure and functions, use the scientific service quality management method and quality improvement evaluation tool, to optimize the China Telecom's basic level service quality management mode which can show the China Telecom's internal staffs authorization and team working. Use the whole efficacy to integrate each members' wisdom of the team to solve the problems of basic level service quality management process, and to find out the method of the creative and continued improving. Unity the basic level staffs'working vision in the telecom service, can ensure the China Telecom's full service management system to carry out efficiently.This program research process uses a seris of prpgram management method and effectively guarantee the program schedule and program result's correctness and operability. This thesis make a summary of all these method's feature and application, which will give a reference to the future study of this kind program.