Based On The Hoq Technical Quality Of Telecommunications Services To Improve The Methods Of Research

With the development of information technology and the trend of economical globalization, telecommunication industry has improved worldwidely. Under such situations, the monopoly state of Chinese telecommunication industry is also broken step by step and the competition enlarges widely. On the other hand, china telecommunications have played an important role in the national economy developing process, the number of users becomes larger than before and the consciousness of them enhances, all these points cause to more and more complainations of telecommunications and quality actuality becomes urgent.Under these situations, the essay here applies the quality function deployment (QFD) method to the telecommunication service industry and proposes a telecommunication service quality improvement frame based on the house of quality (HOQ) technology. It also gives some revises taking the characteristic of telecommunication industry into consideration. As an approach used to connect the customers and the enterprises, quality function deployment technology embodies customers' demands on the enterprise operation tache. The process metioned here is different from the traditional HOQ processes, the obtainment methods of customer needs and the quality targets are modified, where "SERVQUAL" is used to classify the needs of customers in order to seek for the missing ones. Service quality targets are obtained by an different way, for they are extracted from the telecommunications service standard, also they are classified by the QM3. The result obtained according to the HOQ technology proposes the corresponding improvement plans. Thus, through this process, the demandings which the users most care are manifested to the enterprises' internal work processes.At the same time, the essay uses the improvement model here in the Lishui telecommunication company to improve its broadband service quality. The research indicates that to enhances the service quality of broadband the following priorities should be considered firstly: (1) Installing attendants specialized;(2) Repairing rate of the barriers;(3) IP packet delay variation;(4) Repeating obstacles rate;(5) Barrier repairment time limitiation;(6) Measures of price.