WZ Telecom Equipment And Maintenance Service Company Capacity Building Strategy And Implementation Path

With the restructuring of the telecommunications operators and the issuance of3Glicenses, China’s telecommunications industry in recent years into a new stage of rapiddevelopment. However, in the high degree of product homogeneity in the case, thecompetition between telecom operators are becoming increasingly fierce, rely on pricewar promotion method has been unable to effectively win the market, the competitionbetween telecom operators turned to services competition. Consumers are increasinglyconcerned about the ability level of service telecommunication companies, demand forservices is also rising, only to provide better services to win customer trust and loyalty.Ability level of service is becoming a telecom operator’s core competitiveness. How toquickly upgrade the telecommunication enterprise customer service capacity, improvecustomer satisfaction, improve customer loyalty, is the WZ Telecom urgent priorities.In this paper, based on the service management, service quality and customersatisfaction related to theory, analysis of WZ Telecom maintenance and installationservices ability present situation and the existing problems, and put forward to promoteWZ Telecom maintenance and installation service ability the strategy andimplementation way.This paper is divided into six chapters. The first chapter is the introduction,describes the research background and research significance. The second chapterdescribes the meaning of service and customer satisfaction, and Service Quality Model,theoretical models of customer satisfaction. The third chapter analyzes WZ Telecominstallation and maintenance service capacity indicators, customer satisfaction, customercomplaint information, network operation. Find out installation and maintenance serviceability aspect existing problems; point out the main restricted factors of installation andmaintenance service ability. The fourth chapter focuses on how to improve the serviceability of telecommunications installation and maintenance service ability, according tothe existing problems, from the service concept, service standardization construction,network resources, Network quality, service control ability puts forward improvementstrategy. The fifth chapter is the combination of WZ Telecom the actual situation, put forward installation and maintenance service ability promotion implementation path.The sixth chapter is summary.