Research On Project Management Of Gansu Mobile Family Cable Broadband Service Capability Improvement

In his nineteen report,general secretary Xi Jinping pointed out that speeding up the building of a manufacturing power,speeding up the development of advanced manufacturing industry,and promoting the deep integration of the Internet,large data,artificial intelligence and the real economy.To promote the development of the Internet,in a sense,it is to build the network and promote the popularization of broadband.The broadband service that comes with it is an essential factor in the development of the business.Gansu Mobile has nearly twenty years of development history of basic communication business,but the development of home broadband has only a short history of six or seven years.Up to now,Gansu mobile broadband users have exceeded 2 million,broadband complaints have become increasingly prominent,and broadband service capability is imminent.However,broadband customer service specifications have not been established,self-service barrier customer service system is missing,and broadband service contacts short message alerts are not sound enough.At the same time,friends and merchants have put forward broadband services such as "slow must pay" to further catch up with the rapid strengthening of broadband service in Gansu mobile.This is also associated with the continued improvement of the other product services of the Gansu company as a whole.It is also a concrete embodiment of China Mobile's "customer base,service based" service concept.This paper is based on the personal experience of the Gansu mobile broadband service promotion project management case,based on the comprehensive operation of the theoretical knowledge of project management,referring to the development concept of China Mobile headquarters,combining the characteristics of the humanities and regions in Gansu,and carrying out theoretical research according to the basic characteristics of project management.The work decomposition structure(WBS),schedule,responsibility allocation and project milestone are applied in the project management,and the task decomposition,progress control and quality management are formed for the family broadband customer service management system,complaint preprocessing and self-service barrier management standard system and reminding service system.The application system diagram of broadband service capability upgrading system.The quality monitoring and management evaluation system of family broadband service capability enhancement is introduced.Through the study of theoretical knowledge and practical experience,the implementation of the project management has achieved a phased achievement in the promotion of mobile broadband service in Gansu.By the end of the year,the rate of family broadband complaints has fallen by more than 50%%,the satisfaction of broadband users has increased by 2%,the ability of self-help scheduling is increased by 39%,and short message alerts cover business.The development of the various contacts.This paper not only provides valuable reference and research basis for the future development of broadband service in Gansu,but also provides reference and reference for the promotion of other business and industry service capability.