Conflict Response Measures In The Telecommunications Branch Of Business

While telecom industry reorganization opens a new window of growth opportunities for China Telecom, the actual CDMA wireless revenue apart from the original expected target, the continuously decline of fixed-line income and the recent announced Three-Network-Fusion by the China State Council etc, all these let China Telecom feel the severe market competition and force it to transform from traditional fixed-line service provider to integrated information service provider. In order to push China Telecom reformation into branch office, in 2009, Shanghai Telecom formed " full-service operation branch advancement and deployment" project group to propel telecom branch from single maintenance function to full-service operation model and establish customer-central branch management and operation model.During the full-service operation model deployment in branch office, function blur and conflict exits among different departments of branch office. This counterworks the efforts of deepening the transformation. During full-service branch project, my responsibility is to develop conflict resolving method. In the mean time, in order to increase income and improve customer satisfaction, based on Shanghai Telecom actual situation, conflict resolving solutions, which can be operable and effectively solve difficulties facing full-service branch and boost performance, were proposed. All this will help Shanghai Telecom successful transition.With emphasizing on using various research methods such as survey, induction, system science etc and the help of project management tool WBS decomposition, this thesis is trying to find conflict focus, dissect and reorganize work package, then prepare countermeasures of conflict and utilize the earned value of method etc to analyze the cost of progress of project. Finally use econometric model to evaluate the part played by conflict countermeasure for business income and the increase of customer satisfaction.The thesis focuses the transformation of domestic and oversea telecom companies, their corresponding full-service operation experience and to-be-solved issues. Then it dissects and interprets product classification, human resource status, operation flow, customer group characteristics of Shanghai Telecom branch office under full service operation model, discovers management dead zone and conflict focus of various departments, decomposes full-service work package, refines department management responsibility, define resource task assignment, reconstructs relative work flow, constructs five conflict-resolving solutions of between direct sale and sales agency, between product sales and customer satisfaction, residential office apartment customer classification, telecom service product fault location, demand application and engineering construction. Finally the thesis also analyzes the potential risk of the deployment of conflict resolving solutions and propose countermeasure by improving ERP system corresponding those solutions.This research finding was promoted in Shanghai Telecom full-service branch and the result demonstrated its feasibility. After constructing full-service conflict resolving solutions, branch office revenue was increased by 7.53% averagely over the same period of last year. In the mean time, satisfaction of install, repair and account manager also got increased with respective rate. It fulfilled the double increase of both revenue and customer satisfaction which proves its value of promotion.