Application Of Project Management In Customer Satisfaction Promotion Project Of Qinghai Mobile Corporation

With the increasing competition pressure,the strengthening of government supervision,the criticism of the public,and the improvement of customer expectations in the telecommunications industry,the operators of the telecommunications industry attach great importance to customer satisfaction.In this context,customer satisfaction accounts for a large proportion of assessments in KPIs of China Mobile Group for all provinces.However,in the satisfaction survey in Qinghai Mobile Corporation at the beginning of 2016,none of its satisfaction assessment indicators reached the target value,so it is urgent for it to improve its service.The thesis first analyzes the current status of Qinghai Mobile’s customer satisfaction and the dilemma of satisfaction management work,that is,the need to deeply explore service problems,and the difficulty in improving the service level of marketing whose problems are more dispersed and involve multiple departments.And it further discusses the advantages of project management in the satisfaction improvement work and the feasibility of its application.Secondly,the thesis studies the whole process of customer service satisfaction improvement project management,including project start-up,project planning,project execution,project management and project conclusion.Finally,it also discusses the application effect of project management in Qinghai Mobile Customer Satisfaction Enhancement Project,which can provide a long-term mechanism to effectively solve cross-departmental collaboration and solve satisfaction improvement work.