Kunming Government And Enterprise Customers The Ministry Of Telecommunications Service Quality Assessment And Improvement Strategy

The21st century has entered an era of service economy,an economic situation with its rising status in the national economy and social life.The economy competition among countries and its companies,ultimately,is the service competition and the lifeblood of an enterprise hinges on its service quality,which will be advancing in its management science,corporate image and market competitiveness.China Telecom meets growing competition from the same industry after being recombined,therefore,it is increasingly urgent to lift the service quality and core-competitiveness of telecom enterprises.Kunming branch of China Telecom Co.,Ltd Department of Govertment and Enterprise Customers as the affiliated agency’s core business and sales department in Kunming mainly provides key account with customized professional servises.It has great realistic significance to research the evaluation and improvement strategies of its service quality and even its service competitiveness.Therefore,this paper will apply the quality function deployment(QFD) to the overall service quality of the department and the appraisal and improvement of3G mobile product service quality.The first step is to carry out the market research via a questionnaire.After doing the data analysis,QFD and its core technique-the modeling method of the House of Quality(HOQ) are used to conduct quantitative evaluation under certain analysis mode,bring forward evaluation of modeling and ways of improvement and apply the QFD and HOQ to the service of this department.Differing from HOQ of other industries,this paper is based on QFD.doing appraisal and improvement of service quality of the department, which is a creative highlight of this paper.Meanwhile,this paper uses Five Dimensional Measurement Scale to analyse quality project towards demands of service quality.And with the analysis of the core method-HOQ of QFD,this paper managed to analyse concerned issues and put forward prioritization scheme,and would apply it to telecom service work to promote the market competitiveness of the department and customers’ demands as well as their satisfaction.