Operations Management Research For China Mobile FS Regional Call Center Outsourcing Project

China Mobile has a huge user base, with the development of mobile communicationtechnology and the abundance of business, customer demand for services and the increasingdemand. Along with the operation cost rise, changes the situation and employment modecontrol and so on, China Mobile communications group increased the dimension and theamplitude of outsourcing. GD mobile service center in2007started the implementation of callcenter outsourcing strategy, the control of his battalion business outsourcing to undertake thenon core business, the current GD mobile10086hotline has more than40%service demand isserved by a controlled his business outsourcing project.FS mobile service center control his camp project is GD mobile customer service center,the largest outsourcing project. Based on the FS mobile customer service center control hiscamp project as the research object, analyzes the status of production management andorganizational management from the angle of the operation, the positioning is described andproblems of related factors, and to control his camp in operation of the project question givepromotion strategy.This paper puts forward countermeasures and suggestions to the FS mobile servicecenter self-control he belongs to the actual situation of the project as the basis, to control hiscamp project operation complete theoretically, FS mobile customer service center control hisbusiness and other call center outsourcing project operation to provide a reference to improvework.