Research And Optimazation Of Sichuan Mobile Service Crisis Management System

Crisis management is a series activities include planning and decision, crisis earlywarning, crisis disposal, operational recovery and staff training which in order toprevent and deal with the crisis situation. These activities have characteristics such aspublic nature, contingency, long-term and gambling. Crisis management was proposedas a separate discipline after the Second World War. Researchers in the field graduallyderived from natural field to political public relations, international relations,government relations, environmental resources, economic management, renewable andnon-renewable energy, war and military diplomacy. With the continuous developmentof the information network and more and more crises events rised in the21st century,crisis management disciplines are valued for various industries and strata managers.Crisis management has gradually become a hot research topic in management science,at the same time, the enterprise crisis management has become a popular subject ofenterprise management science.Sichuan Mobile is one of the wholly-owned subsidiary of China Mobile Group, thelargest mobile communications operator in western China. With the businessdevelopment of Sichuan Mobile, the number of customers gradually increased andsocial information openness enhanced, the customer improved the demand for servicerequirements and authority consciousness, so as to the efficiency and effectiveness ofcompany to deal with the problem. If company’s problem solving skills below customerexpectations, there may be a crisis event, and may even cause a more serious impact oncorporate image, product brand within a short period of time in a wide range of majorcrisis events. In order to properly handling customer issues, Sichuan Mobile build upthe service crisis management system to enhance the effectiveness of servicemanagement and prevent major crisis events from occurring.First of all, this paper introduces the background and research significance, thenrecalled the development of crisis management theory, understanding the crisismanagement theory in-depth and summed up the process and characteristics of crisismanagement. This paper detailedly introduced the definition of crisis management, crisis management system structure, as well as crisis management concepts andrelationships. Then, based on the theoretical, this paper comprehensive analysis theresearch theme of Sichuan Mobile Crisis Management System. The content includeanalysis the system’s problem, and put forward a series of management solutions forSichuan Mobile service crisis management system.