Establishment And Application Of Total Service Management System For China Mobile Group Guangdong Corporation

With the promotion of the new reorganization of the telecommunications industry forChinese Telecom Industry, there is a transformation from the traditional network operatorto a comprehensive information service provider. However, the quality managementsystem from the perspective of customers has not been established yet. How to get a rightdirection in this up-or-out competition about all the service and how to establish a totalquality management system to get an irreplaceable service advantage have importantpractical significance for Chinese telecom operating companies to seek a new competitiveadvantage.In this thesis, with the characteristics of the telecommunications services industry andthe customer service management status of China Mobile Group Guangdong Corporation(GMCC for short), it starts with service demand, service execution, service quality andservice spread which are four closely related aspects to analyze the problems of theGMCC’s service quality management and get the solution how to solve them. Secondly,based on the service quality gaps model, the thesis set up a total quality managementsystem, which contains four sub-systems as demand generation, service standards, serviceexecutive security and service commitment management. This system could be use to fillthe gap of the company’s internal service, improve the management of the operation of theservice quality and rise up the customer satisfaction. Finally, the thesis do some casesstudy in order to make an applied research of comprehensive service quality managementsystem. It is based on the ideas and principles on the application scope to describe thesolutions of applied steps and difficulties. Hope the conclusion of this thesis could providea meaningful reference and inspiration to service quality management of the domestictelecom companies.