M Telecom Service Culture And Its Implementation Study

With the speeding pace of Economical Globalisation, international and national competitions of the telecommunication are becoming more and more intense. On the one hand, depending upon the formidable technical forces and the advanced management level, overseas colleagues unceasingly grow more rivalrous which press on the domestic telecommunication market step by step. On the other hand, the domestic telecommunication market has formed the new pattern of six telecom operators competing with each other after the reorganization. Under this kind of background, it is becoming a urgent topic that enhancing the business management level of CHINA TELECOM and strengthening its synthesis competition as soon as possible.Enterprise Culture Idea (ECI), which has been seemed as the representative of cultural management way, is the significant breakthrough of modern management theoretics. A large number of enterprises' successful experience proved that constructing the outstanding Enterprise Culture (EC) is the way which enterprise development must be taken. This article unified the actual characteristics of CHINA TELECOM, through the analysis and diagnostication of the enterprise culture present situation which belong to M subsidiary company of CHINA TELECOM, proposed that the Service Culture which is composed of CHINA TELECOM's and M subsidiary company's EC is a powerful weapon of consummating the internal management of M company, and enhancing its competitive ability. At the same time, it is also a key to improve its service quality.Firstly, from the EC present situation of M subsidiary of CHINA TELECOM, quantitative and qualitative methods such as Information Collection(IC), Interview and Questionnaire Inquiry (QI) are used to diagnose and evaluate M subsidiary's EC. Secondly, according to the results of diagnostication and evaluation, the Service Culture of M subsidiary which is suitable to the company's development has been summarized and concluded. Finally, based on three aspects (the standard construction, business hall function reforming, and the brand construction of broad band), the Service Culture of M subsidiary has been implemented and which has provided the rich practical significance solutions for the Enterprise Culture construction of CHINA TELECOM.