Key Customer Service Process Reengineering And Measures Of Implementing And Maintenance For Shenyang Unicom

Since Reengineering in Telecommunications industry in2008and3G license disseminating, the market competitions have become more and more pierce, especially to key customers. From developing experiences of foreign telecommunication enterprise, we can draw a conclusion, BPR is the only way to choose. By analyzing the background of how BPR theory was proposed, the article systematically and completely expounds the concept、 principles, main methods and techniques of BPR, and also explaining the important effects to enterprise management.Firstly, the article analyzes the present market competitions situations, the problems of original process and reasons. We define classification standard of key customer、range and management division of work.. We establish integrated service interface. By using scientific model of market analysis、industry analysis and customer analysis, we provide general and personalized solution. Connecting front department and the back, we design closed-loop process and information reply, we provide key customer one-stop service. New process contributes to improving on management level and working efficiency in key customer department.Secondly, the article discusses how to ensure the new process carried out smoothly. It includes restructuring key customer department organization, describing the process and responsibilities of obstacle dealing, scientific results assessment and key customer management information system. The establishment of BPR for Shenyang Unicom Key customer service Center indicates a new round of revolution and innovation It also indicates the approach to international telecommunication operation practice for Shenyang Unicom Branch and make this research project valuable.