Research On The Project Management In The Application Of Customer Satisfaction Promotion Project For China Mobile Xingjiang Kashi Branch

With the deepening of the telecommunications system, the liberalization of theentire business operations and the extensive application of new technologies,operators must find ways to enhance not only their service capabilities, but also theircustomers’ satisfaction, in order to maintain their competitive edge in the fiercemarket competition. Therefore, this study introduced project management theory,combined with goal-oriented project planning method and work breakdown structuremethod, make an empirical research on the project management of Kashi mobilecustomer service satisfaction.Firstly, the study propose to apply project management to promote customerservice satisfaction, according to the actual problem they’ve faced in Kashi mobilecompany. Secondly, the study point out the view that the enhance of the customersatisfaction of Kashi mobile company in Xingjiang must introduce the theory ofproject management, according to specific measures and characteristics of thegoal-oriented project planning and WBS. In the analysis of project requirement andproject problems, the study use goal-oriented management to establish problem treeand target tree, use WBS to develop work planning assignment book andimplementation framework after ranking items to select optimal project. Moreover,the study work on the management of Kashi mobile customer service satisfactionproject evaluation, combined with the effect of the actual project management.The result shows that: customer service satisfaction of Kashi mobile hasimproved significantly, and reaching the desired objectives through projectmanagement. Simultaneously, good results generate on the incentives teamwork,communication on the superior and subordinate, develop new methods of work andother aspects.