Projective Management Of Telecom Operation Customer Satisfaction Enhancement

Recently, with the recombination of telecom industry and unlimitedbusiness operation, many domestic telecom operations are facingincreasingly marketcompetitive environment. Meanwhile, users requirehigher service quality from operators. How continuously improvecustomer service satisfaction will be one of business operation core fortelecom operation companies whose business core is consumers.Projectivemanagement of enhancing customer service satisfaction will bethe topic of this thesis and deeply analyze the methods of projectmanagement in domestictelecom operation service field.First of all, state the current situation of foreign and local projectivemanagement and customer service management theory, and thedifficulties of customer satisfaction management in local telecom industryI propose to apply project management in achieving the target ofenhancing customer service satisfaction.Secondly, by integrating the characteristics of managing to enhancecustomer service satisfaction I analyze the necessarity and feasibility ofapplying projective management in customer service improvement andalso propose the three-step projective management: establish projectmanagement mode of customer service satisfaction enhancement; designproject management style of customer service satisfaction enhancement;roll out project management mode of customer service satisfactionenhancement in the company.Nevertheless, based on the practical work of customer satisfactionenhancement in Shanghai Mobile, I prove the analysis of applyingprojective management in Shanghai Mobile customer satisfactionenhancement and describe the whole process of projective managementof service satisfaction enhancement.In conclusion, with the effect of practically applying project management I evaluate the project management work of telecomoperation customer service satisfaction enhancement.It is aiming the real problem that challenging local telecomoperations. Focusing on management mode, investigating the way tomanage customer service satisfaction enhancement in project mode whichhas theoretical and practical significance.For domestic telecom operations,applying projective management mode in customer service satisfactionenhancement field is a management innovation. The prove ofinvestigation is based on work reality, so it is applicable.