| Chongqing Best Tone is a subsidiary of the China Telecom,it responsible forinformation services in Chongqing. And It transited from the previous114directoryassistance. In the transition process, the company joined the keyword query services thatbased on user’s provided comprehensive information. With the increased mobilemessaging channels like text messaging or mobile Internet, the company also developeddifferent information search products for these different access methods. Although theessentially of these business and products are the same or close but in the realization, theyare separated from each other, they have their own management team and system support,it caused the increase of the cost of labor and management, and it also lead to data indifferent systems are serious lack of consistency. In the mobile Internet era, this oldbusiness architecture has become increasingly unsuited to the times.The underlying concept of system theory, would help us solve the Chaos thatcompany is facing. At the beginning, the original idea was to summarize all business byoriented thinking, and to find their similarities and differences, and according to theirdifferent characteristics into a unified information search system. The unification of thebusiness is in common, and keeps the unique nature of each business, so it will not affectthe logical form of business, but the specific implementation has been intensive. However,in the progresses, the strength of the systems theory has graduated. By components andrestructuring, the emergence of a new overall system efficiency and new features toimprove the efficiency of the entire system greatly exceeded the simple sum of their parts.In addition, In the original voice-based human services information query console,employee works with monotony and negative attitude, and the service quality is low. It hasbeen one of the main challenges of business development. In the past, by managingconversations, honor and promote the morale of collectivism incentives, organizationalculture building spiritual means very limited. The company needs to find new ways toreduce stress and negative emotional impact.The man-machine systems theory, systematic exposited the inherent characteristics ofhumans and machines, and the advantages and disadvantages, advocates a reasonable workallocation between man and machine, and the man and machine will be incorporated intoan overall thinking. Through the use of this concept and methods, by measurement of thecall center staff mental workload, using its work characteristics, We developed a gaming style of working based on random user call numbers. After a period of experiments, itconfirmed that this method is simple and effective, can be feasible mitigation originalmonotony of simple tasks negative emotions. It is a successful management initiative. |
