Operations Management Of Wenchang Business Hall In Harbin Branch Of China Mobile

Along with “the Twelfth Five-Year Plan” guidelines, business form of industry andmarket pattern of China telecom industry will change greatly to accelerate a series of policies,such as the convergence, digital city construction and operators number portability to network.The three domestic operators of China Mobile, China Unicom and China Telecom will alsousher in a new opportunity and competition.Business halls, as the first window of operators to users, play an important role in theprovision of services, promotion of business and information collection. It is also a final andkey part of the decision of operators transmitting and acting on the market. Strengthening theconstruction and management of business halls, especially business halls of self-managementis the first step to carry out operations management of the entire business and to achieve thefine refinement management.In the era of the3G, the competition of operators on the good quality of resource isfierce, the demand of customers on services is becoming high gradually, and popular productschange to specific products, the sales of a single product transit to the sales of a group ofproducts, requirements of customers on interactive and experienced service continue toincrease. Based on the above factors, business halls are confronting with unknown challenges,and operations management of business halls is also undergoing profound changes.In the period of business operations, business halls aren’t a single place to provide basicservices, and they need to display rich and varied data services and carry out all types ofproduct marketing to users. The relationship between business halls and users isn’t “youcome to do business, and I deal with business correctly”, but the management in contact withusers and in the period of cycling of contact point management improves the quality ofproducts, extends life cycle of products and realizes the word-of-mouth marketing. Theevaluation of business halls and capacities of directors doesn’t regard scores of groupperformance as the only standard, but it is accessed by comprehensive evaluation of operationability of a business hall and the level of operations management.This paper takes the current status of Wenchang business hall, the largest one in HarbinBranch of China Mobile Limited Company as a case. And through analyzing and concludingits existing problems, analysis of reasons, demand analysis and operation ability analysis, itproposes the improving scheme and security suggestions on the implementation of theprogram.