【摘要】 为了对电信服务过程能力进行分析,提高电信运营商的服务质量,进而提升客户满意度和忠诚度,提出电信服务过程能力指数(Cp)的概念.首先利用服务蓝图技术描绘现有电信服务流程,寻找并确定服务流程中的服务接触点.然后对服务接触点进行综合分析,确定服务过程能力评价的客体,并对服务流程的各个环节设计评价指标,从而得到各个环节服务质量评价结果,即该环节的服务过程能力.以灰色系统理论为基础,建立数学模型对各环节的能力数值进行处理,得到电信运营商的电信服务过程能力指数,为及时、准确、动态地衡量和改进电信运营企业服务过程能力提供依据.更多还原

【Abstract】 In order to analyze the process capability of telecommunication services,to improve quality of telecommunication service and to enhance customer satisfaction and loyalty,the concept of telecommunication service process capability index(TSCP) is defined.First,the service blueprint technology is used to describe the existing telecommunications services process and to locate and identify the contact points of services process.Second,the capability of the service contact points is acquired by comprehensive analysis.At last the TSCP model is established to deal with the data of the contact points capability based on the grey system theory.更多还原