【作者】 刘宁；

【导师】 刘克选；

【作者基本信息】 北京邮电大学 ， 工商管理（专业学位）， 2013， 硕士

【摘要】 随着通信企业的改革重组,个人语音收入增速放缓,集团客户业务成为各大运营商的核心业务。对集团客户的争夺,变得异常激烈。三大运营商各自都在集团客户的管理与运营方法上不断尝试,以期能获得更多的市场份额并降低运营成本。本文以某运营商下辖的某地市级分公司为研究对象,研究其在集团公司针对集团客户部的组织架构改革后,遇到的收入降低、员工积极性降低等问题,分析其产生的原因,并提供解决方案和建议。期望为同级别的其他兄弟公司的大客户管理与运营提供一定的借鉴思路。论文共分五章。第一章简要介绍了本文的选题背景、课题的目的、意义、写作的思路,研究的方法与本文的创新之处。第二章研究了与集团业务部大客户管理相关的理论,为运营商旗下同类地市集团客户能力提升提供借鉴思路。第三章分析了该地市级分公司集团客户部运营与管理现状、存在的问题,及问题产生的原因；第四章进行了集团客户部组织架构与定岗定编的设计；第五章进行了客户经理分级管理与晋升通道的设计；第六章进行了集团客户部与县分公司的薪酬绩效方案设计；通过上述三个维度的设计,期望构建运营商在现行体制下地市级分公司集团客户部人力资源能力的整体提升。更多还原

【Abstract】 Along with the reform and reorganization of telecommunication enterprise, personal voice revenue growth is slowing; the group’s business becomes the core business of the operators. Competition for the customer group, become fierce. The three operators each group account management and operation methods to try, to gain more market share and reduce operating costs in order to. This paper takes a operators under the jurisdiction of a city level branch as the research object, research in group company for the group customer department organization structure reform, the lower income, the staff enthusiasm and other problems, analyze the causes, and provide the proposed solution. Expectation of customer management and operation of the other brothers for the same level of provide some reference ideas.The thesis consists of five chapters. The first chapter briefly introduces the idea of writing background, purpose, significance of the topic of this paper, the research methods, and innovation. The second chapter studies and business unit customer management related theory, provides the reference for improving the same city group customer competence carriers under the flag. The third chapter analyzes the municipal branch group customer department operation and management situation, problems, reasons and problems; fourth chapter has carried on the design of group customer department organizational structure and personnel allocation; fifth chapter has carried on the design of client manager management and promotion channel; sixth chapter has carried on the design of performance pay schemes group customer department and County branch; through the design of the three dimensions, the ascension of the whole expectation construct operators group clients branch human resource capacity under the current system of city.更多还原