Research On Service Quality Management System Optimization And Its Application Based On A Higher Customer Satisfaction Of A Mobile Communications Corporation

In China, with the advancement of technology, the development of the economy and people’s increasing demand for communications services, competing with each other breaks the monopoly of the telecommunications industry in the market of different scale between different forms of ownership. The entire telecommunication service still maintains a steady momentum of growth. China has become the world’s largest telecommunications market.VNO-Virtual Network Operator is an emerging telecom operators. They have their own brand, and provide more personalized service and low rates to the user through the deep processing of telecommunications services; of course, the resource is obtained through leasing infrastructure operators of telecommunications infrastructure. To compete, virtual operators entirely possible to launch a free product, and then profit by other services, like Internet companies play on the Internet. There is also a common problem faced by global telecom operators as well as OTT (OTT-Over The Top, namely, Internet companies that provide a variety of application services to users through the Internet). It will produce violent collision between operators’ prior to the charging mode for hundreds of years and the Internet "to profit outlook.With the entry of virtual operators, the rapid development of OTT services, three basic operators of the original tariff packages system, voice and SMS services will continue to be affected, the telecommunications industry competition increasingly bitter, and Clients’ expectations and income growth is slower and slower. How to maintain high efficiency while reducing costs, so as to improve the service quality and customer satisfaction will be elevated to a new level and continue to lead the industry competitors has become an important subject in the present stage. Telecom operators accelerate the pace of transformation, but also increasingly pay attention to the important role of service quality management to enhance the competitiveness of enterprises.This paper combines the domestic and foreign literature research and the telecommunications industry and the advanced experience of other provinces of the China Mobile company, build a service quality management system framework. Based on this framework, from the two aspects of customer awareness and management analyzes the main problems A mobile QOS status quo,using interviews, questionnaires, direct consensus method combined with quantitative data analysis. These issues include the quality of service standards are not the system, lack of service process monitoring tools, department coordination mechanism is not perfect, the service is not included in the scope of examination process quality and understaffed, lack of IT support and so on.With these questions, this paper focuses on the evaluation body, evaluation to guarantee to optimize the service quality management system of A mobile from three aspects. During the research enterprise based telecom manufacturing operations and marketing services, we proposed two kinds of process management and project management service management model and evaluation system from the product, marketing programs, customer service and initial construction of the three dimensions of quality of service.And service quality evaluation process integration in the business performance management approaches. Based on the results of the optimization,further combined with the implementation of A mobile service quality management system requirements for the pilot develop the pilot implementation of the program. Pilot implementation effect is summarized and prospected, and the difficult problems are discussed in this paper. In this paper, the service expectations of the quality management system optimization ideas and results can provide some inspiration for you, and provide a reference for telecom operators to enhance the quality of Chinese service management.