Guangzhou Telecom Stores’ QOS Study

After year2013, as China’s telecommunications industry will be open to foreigncapital and private capital, the threshold to enter the telecommunications industry willlower down. The battle among the telecom companies, along the threat from foreigncapital and private capital, makes the telecom companies have to strive to live. It iscrucial for a telecom company to defeat its opponents that it offers unrivaled servicesto its customers to earn trustfulness and faithfulness from its customers establish andsustain a good relationship with its customers.In this paper, with the related theories on QoS management, we analysis thecurrent situation of the QoS management of the Business Hall of China TelecomGuangzhou Branch (Short for Guangzhou Telecom hereafter), then point out theproblems in service during the process of revolution of the enterprise, and propose anew system of QoS management to promote the development of enterprise. We firstpresent a conclusive overview of the basis of the QoS management theories, andintroduce the background of our research topic and outline of this paper. After that, weinvestigate the current situation in Guangzhou Telecom, and indicate the problems inthe system of business hall QoS management under the outsourcing environment.Finally, we propose a solution to the problems, and describe the details ofimplementation of the proposed solution, and implement safeguards.With the development of business service outsourcing, in this paper we proposethe basis of the system of QoS management of telecom business hall, and establish thesupervision system between telecom operators and service contractors with the PDCAcirculation, for the effective regulation and consistent improvement of QoS, in order torealize the goal of enhancing the competitive capability of the company by improvingQoS.