Research On Improving The Quality Of Telecom Group Business Customer’s Service

With the rapid development of economic globalization and information technology.The telecommunications industry is facing more market competition.Nowadays,thetelecommunications market environment is more open,the telecommunication enterpriseneeds to improve its core competitiveness,and change to a integrated service company.If thetelecom enterprise wants to improve the core competitiveness,the most important thing is toimprove its service mode. In the fierce competition,the telecommunication enterprise shouldlisten to the customers’ needs,and make efforts to improve the service’s quality and marketshare.In order to improve telecommunications service’s model and improve the quality oftelecommunications services.This reserach is divided into two parts:(1) Research on Group Customer’s Service quality.Quality of Service is the purpose ofour improvement on service mode. Based on the research related with the satisfaction ofQOS,I have try to build a Telecom Group Customer’s QOS satisfaction evaluation model.Inorder to to prepare for the next part of research,I also make the Telecom Group servicesclients’ questionnaires and dig out the keyfactor of the customer satisfaction.(2) Improvement of the Group’s business customer’s service based on QFD.By buildingquality housse, analyze the relationship between customer needs and quality attributes.We alscan use the FMEA analysis to identify the failure modes, build quality features-failure modequality house,to identify what we need to imporve. On this study,we not only pay attention tothe needs of the customer, but also the real situation of the business. We build the qualityhouse and improve quality of the Group Customer’s Service through the combination ofFMEA analysis and QFD...