The Research On The Process Of After-sale Fault Treatment Of China Telecomulication Zhuzhou Branch

With the development of technology and the variety of markets, the connotationand extention of telecommunication services are expanding and extending constantly.After3G and overall business, mobile internet develops rapidly, the appearance of thenew technology and business bring new problems for services of telecommunication,consequently,the customers set a great many of new requirements on telecomenterprises. At the same time, telecom enterprises deeply recognise that the king ofthe market must take over absolute advantage of the market share. And customersultimate choice decide the market share. The customers tend to networkstability,service timelineless and repaired efficiency when the charge comes totransparence and the technology comes to equilibrium. Accordingly,network operatershould strengthen the management of after-sale service,to satisfied that thegradually increased demands of our customers.In this thesis, operation management as the fundamental direction of theoreticalresearch. According to the intensive study of design strategy and performance qualityby process, to improve that the deficiency and the fault of the enterprise’s customerservice failure process.The main research contents include:First,summarized that thepresent situation of customer service process, it contains the existing process structureand post setting.Second,take in-depth discussion and analysis on the reason for theproblems,and also it could be traced to the base unit of each process include that thepost and the staff, take predictive analysis on design requirement. Third, according tothe summarized requirements, take the further optimization design on the process andrefined the design proposals, measures to the functional modules of the process, suchas the calling system functional module design of reception center, the responseprinciple functional module design of professional technology department. The personrefer to the process like accept personnel, skilled personnel, will be managed based onthe theoretical basis such as the principle of production scheduling, human resourcemanagement and the cost for control, which in order to promote healthy competitionand the implementation of the difference distribution, to formate the relevantassessment mechanism that combined with our own situation. Finally, in order toensure smooth running of the process design proposal,the thesis put forward theinsurances which according to the mechanism such as supervise, appraisement andexamination. By all accounts, process centering is the necessary one to up for ourcommunication enterprise. The fundamental way for us to solve above-mentionedproblems is that intensive study in process.We could comprehend the deficiency ofthe process structure and disparity of link set according to the analysis of originalprocess and comparison of basic data.The principle for process design is to acquiredthat customers satisfaction degree,the driving force for process optimization is toincrease the company efficiency.First, we should simplify the process which customeroriented,broaden the channel of acception,make it improve and perfectexternal;Second, we should refine the process which for employee use, the type ofmanagement prefer refining to abstraction,make the employeesaggressive.Ultimately,according to the devise and improve of the post-sales process,optimize the process architecture, improve and perfect quality system, we ensured thatour enterprise make breakthroughs and preserve its dominant position in intenselymarket competition.