Y電信公司的維護(hù)投訴分析及改進(jìn)策略.pdf

1、 IIAbstract What the telecom operators most emphasize is ‘Service quality’, except marketing revenue. Facing the increasingly fierce market competition, with the condition that differentiation and advantages between each

2、 big telecom operators are not very outstanding, service naturally becomes the core competitive power. Telecom enterprises face unprecedented challenges. Service quality is always the most concern of the consumers, becau

3、se it is directly related to the vital interests of consumers. The terminal service quality in Y telecom companies maintains at the low level compared with other companies. So it still had a long way to go. How to improv

4、e the quality of maintenance is the urgent problem for Y telecom to solve. This article mainly aims at solving the problems and the main research object is on how to improve the terminal service quality in Y telecom comp

5、anies. This paper proposes some strategies in service quality improvement by studying “seven footwork“ SSMS and researching on the problems existing in Y telecom companies. 1. We should study the main content in service

6、complaint of China telecom service. Define the main problems existing in the maintenance of quality. 2. Analyzes the underlying causes why maintenance of quality in Y telecommunications companies stays at low level compa

7、red with other companies through the study of the situation in Y telecommunications company. 3. Seeking for improvement strategies and tactics to advance the terminal service quality in Y telecom companies. Moreover, we

8、 should formulate all the measures by the evaluation and analysis on their implementation effect. Through the study, we arrive at some effective strategies. They are the following: the implementation of the system optimi

9、zation, strengthen the maintenance of performance appraisal management, pay attention to the control behavior. Keyword： service quality in terminal maintenance, maintenance system, performance appraisal, process contr