Study On The Service Quality Management Of Hami Mobile Home Internet Under The Background Of Network Convergence

From 1994 a 64 K dedicated line access to the Internet to today,just more than 20 years,China has grown into a veritable network power,As a result,China Mobile has 849 million mobile customers,successfully reaching the top of the world's largest telecom operators.China Mobile has fully implemented the “big connection” strategy in the past three years.The number of home Internet users has surpassed China Telecom by the end of 2018,and has won the domestic largest broadband service provider.At the beginning of the year,the SASAC formally identified that China Mobile was selected as one of the ten central enterprises that created world-class demonstration enterprises.Hami Mobile branch,as a grass-roots enterprise under China Mobile,must first become the first-class service quality management business unit in this business area.This paper analyzes the current situation of Hami mobile home internet service,including the scale of customer development and the construction of network infrastructure,as well as the classification and summary of customer dissatisfaction,the quantitative analysis of the level of dissatisfaction,and the trend of the ratio of million investment from the perspective of the whole Network Service quality management under the background of network fusion,This paper probes into influencing factors of Hami mobile Internet service quality management,including the basic network,the service consciousness of engineers,and the main influencing factors of 16 sub-categories of subjective and objective factors in the operation management process.Three conclusions were obtained: first,the improvement of home Internet service Quality management and the accumulation of basic network construction,the growth of generation and maintenance,and the continuous proficiency of service business show the trend of simultaneous improvement.Second,the improvement of Internet service quality management is not entirely dependent on online solutions,but is a large number of traditional offline construction,management elements bring challenges and opportunities.Thirdly,the key to Internet service quality management is not only the improvement of the network basic platform,but also need to strengthen the offline customer relationship management,the Internet service of single point access to the whole network service is based on the Network Service guarantee of the operator's grid.On this basis,put forward the key of home Internet service Quality management under the background of network fusion or to implement the contact point between the last kilometer of the basic network and customers,Because the carrier core network to the access network realizes the converged network networking,it can flexibly support the first-line service.Then the grass-roots business units need to change the original vertical sector barriers,from the construction,installation,maintenance,marketing of the grid,refinement,the Small Business Unit and Management Unit,clear responsibility,resource sinking,grant authority,the realization of "responsibility,power,benefit" unity,build a unified information support system,give full play to the accurate data provided by big data,To empower the front line,we will eventually build an efficient and low-cost management structure to solve the solution and application of home Internet service quality management under the background of network convergence.Finally,the paper extends the policy suggestions that can also optimize the quality management of mobile home internet services,as well as the possibility and effect prospect of constructing a new low cost and high quality operation installation system.In order to improve the quality of home Internet service,operators can broaden their existing operating ideas,adopt the steps of management process reengineering,technology,management structure innovation and other innovative ideas to improve service management ability.Through the analysis,research and solution of this paper,the project management method is better applied to the quality management of home Internet service under the background of network fusion,so as to improve the service quality of enterprises and help the healthy and sustainable development of enterprises.Finally,the extension introduces the policy suggestions that can also optimize the quality management of Internet services in mobile homes,as well as the possibility and effect prospect of constructing a new type of installation and maintenance system with low cost and high quality operation.