廣東移動客戶服務(wù)流程重組研究.pdf

1、華南理工大學(xué)碩士學(xué)位論文廣東移動客戶服務(wù)流程重組研究姓名：熊國新申請學(xué)位級別：碩士專業(yè)：工商管理指導(dǎo)教師：陳春花20061001ABSTRACTGuangdongMobileCommunicationCoLTD(hereinaftershortenasGMCC)istheresearchobjectiveofthisarticleGMCCwasregisteredandestablishedinJanuary1998Asasubsidi

2、aryofChinaMobile，GMCCisalsooneofthebiggestmobileservicesprovidersinallprovincesofmainlandDuetoitsexcellentperformance，GMCCholdaveryimportantpositioninChinaMobile(HongKong)LimitedandGuangdongprovinceButfromtheresultofsurv

3、eyforclient’ssatisfactiontherearcsomeshortcomingssuchasgroupclientservice，hotlineserviceanddealingwithcustomer’scomplaintsstillexist鶴severeproblemsincustomerserviceandneedtoimproveinGMCCTherefore，inordertealizethechangef

4、rom‘excellententerprise’to‘superexcellententerprise’and‘realizationofnewleap’，GMCCstillfacechallengesinamelioratingitscustomerserviceGuangdongMobilelaunchedBPRcustomerservice，theprocessofconductingastudyandprocesstheuniq

5、ueexperience∞thatthecompanyscustomerservicebusinessprocessesmakers，managers，supportersandothercloselyrelatedprocesshasbeenverylittleimplementationoftheprocess，totheordinaryprocessoftheimplementationoftheroleofrulesinacco

6、rdancewiththeactualimplementationprocessflowBPRprocessthroughactualoperationofthememberstrulyfeelaprofoundunderstandingofthemainproblemsintheprocessMeanwhile，theflowagainstthemainproblemsandconcentrateeffortsonasystemati

7、cmodeofthinkingtobreakthecorporatesectorandprovincialdepartments，provincialandmunicipalcompaniesandbetweerlcompaniesandbetweenthecitydistrictstoimprovecustomerservicequalityachieveGuangdongMobile”fromExcellenttoachievean

8、ewleapforward”BPRservicestocustomersaroundthecoreobjectiveofenhancingcustomersatisfactionconductedMusteventuallyachieveafundamentalchangeintheconceptofcustomerservice，workflowmanagementandafundamentalchangeinbehavioroffu

9、ndamentalchangeBPRpracticeincustomerservice，attentiontothepracticeofchangingconceptsincustomerserviceandtopromotetheideaofchangingpositionsanddepartmentsworkThroughthereorganizationpIoe鶴s，theprocessofupgradingstandardsof

10、corporategovernanceintheroleandformationofasystematicandstandardizedprocessmanagementsystemstandardsCmangdongMobileguidelinesforthedevelopmentofstrategies，customerorienteddepthcustomerserviceprocessreengineering，achieven