Hunan Unicom Customer Service System Optimization Study

Nowadays, the world has passed the age of industrial economy and comes to the age of after-industrial economy which is so-called "customer service economy age". The customer service becomes more and more important. The true competition between the enterprises is now focused on the area of customer service. With the development of the telecommunication industry, the network construction and function of all telecommunication enterprises has been highly homogenous. Thus the core competitive power of the telecommunication enterprise has turned from the quality of the network to the quality of the customer service. The customers enjoy service from the telecommunication enterprises while they use the products bought from the telecommunication enterprises. So the telecommunication enterprises must construct a whole customer service mode to gain the advantage in the competition and the customer service mode is actually a customer-service-providing system. Therefore, my dissertation makes contributions in the following aspects. Firstly it analyzes the existing customer-service-providing system of Hunan Unicom and find the shortage hidden in this system through comparison with other telecommunication enterprises' system. Secondly, it offers theoretical basis and improvement schemes for Hunan Unicom to improve their customer-service-providing system. The main study content of this thesis is as follows: Firstly, the empirical research comes to that nowadays many domestic enterprises have the wrong understanding to the concept "customer service". Through summing-up and analysis of the customer service characters in telecommunication industry, we can find almost all the domestic telecommunication enterprises adopt the traditional customer-service-providing system——the function-oriented system, while most of the overseas telecommunication enterprises adopt the advanced customer-service-providing system——the value-chain-management system. S, on the basis of customer- service- theory concluded by administration experts, that is "customer service is a kind of mutual action between the enterprise and the customers in which the enterprise should have the ability of administration and control; customer service is a kind of performance level of the enterprise which can be evaluated precisely; customer service is a kind of administration conception which found on a customer-service-providing system built on an integrative supply-chain", the improvement schemes for Hunan Unicom's customer-service-providing system are suggested, such as to construct new administration frame, to build an integrative evaluate system based on TCSI model, etc.