【作者】 王迪；

【导师】 刘柏；

【作者基本信息】 吉林大学 ， 工商管理硕士（专业学位）， 2022， 硕士

【摘要】 电信服务的主要目的是为客户提供满意的服务,主要包括固网通信网络服务、移网通信网络服务、公众宽带网络服务、政企专线网络服务及固网增值服务,为客户提供满意的电信服务可以满足客户实时通信的需求,为客户提升工作效率和工作质量以及为客户的便捷生活提供保障,客户依托电信服务可以体验万物互联的智慧生活。自3G时代以来,随着竞争的不断深入,“以客户为中心”已成为运营商关注的焦点,企业竞争的差异更多地体现在服务的差异化上。中国电信服务质量监督管理暂行办法于2014年出台,进一步了明确所有运营商必须严格监管网络服务质量,每年发布的通信行业的TCSI(客户满意度指数)更加凸显出客户满意度逐渐作为通信行业网络运营的重要指标,客户满意度已经成为各运营商网络服务能力的重要表现,客户网络服务质量作为客户满意度的核心因素,是各运营商的核心竞争力。中国联通吉林分公司作为吉林省一家综合电信运营服务商,拥有约70%的政企客户群体,通过对以NPS和CES为主要衡量指标的客户感知评价、政企业务交付和政企客户故障的综合评价、政企客户新兴业务发展维护情况以及政企网络服务流程和要求等方面归纳中国联通吉林市分公司政企客户的网络服务的现状,分析出中国联通吉林市分公司政企客户的网络服务存在客户感知评价不佳、政企客户支撑能力不足、政企新兴业务维护能力缺乏问题。以问题为导向从网络技术运用、人员组织结构、服务界面划分、网络资料管控四个方面查找中国联通吉林市分公司政企客户的网络服务问题的形成因素。基于中国联通吉林市分公司政企客户的网络服务提升的目标和原则,制定了一级和二级政企客户业务整治改造、政企客户网络服务人员结构调整优化、政企客户网络服务人员赋能培训、政企客户网络服务界面清晰化和政企客户网络资源整合应用一系列策略和实施措施,同时针对中国联通吉林市分公司政企客户的网络服务的提升策略在制度流程保障、企业文化保障、组织架构保障和人力资源保障方面采取相关措施。通过对中国联通吉林市分公司政企客户的网络服务提升的研究,既有助于更好地完成中国联通吉林市分公司网络线年度重点工作及相关业务指标,完成中国联通吉林市分公司作为国企的重要政治任务,更有助于提升客户感知,增强客户满意度,树立良好的企业口碑与形象。这样一方面有利于中国联通吉林市分公司存量政企客户的保有,保障公司年度收入目标,另一方面又能通过持续的口碑,对新客户的挖掘、存量政企客户创新业务的发展起到促进作用,促进了公司政企主营业务收入的增加。更多还原

【Abstract】 The main purpose of telecom service is to provide customers with satisfactory service,including fixed network communication network service,mobile communication network service,public broadband network service,enterprise line network service and fixed value-added services,provide customers with satisfactory telecom service can meet the demand of real-time communication,improve work efficiency and work quality and provide convenient life for customers,customers rely on telecom services can experience the wisdom of life.Since the 3G era,with the deepening of competition,"customer-centered" has become the focus of operators,and the difference of enterprise competition is more reflected in the differentiation of services.China telecom service quality supervision and management interim measures in 2014,further clear all operators must strictly supervise network service quality,annual communication industry TCSI(customer satisfaction index)highlights customer satisfaction gradually as an important indicator of communication industry network operation,customer satisfaction has become an important performance of operators network service ability,customer network service quality as the core factor of customer satisfaction,is the core competitiveness of operators.China Unicom Jilin Branch,as a comprehensive telecom operation service provider in Jilin Province,With about 70% of the government and enterprise customer base,Summarize the current situation of the network service of Jilin Branch of China Unicom through the customer perception and evaluation of NPS and CES,government and enterprise business delivery and comprehensive evaluation of government and enterprise customer faults,the development and maintenance of emerging businesses of government and enterprise customers,and the process and requirements of government and enterprise network service,It is analyzed that the network service of government and enterprise customers of China Unicom Jilin Branch has the problems of poor customer perception and evaluation,insufficient support capacity of government and enterprise customers,and lack of maintenance capacity of government and enterprise emerging businesses.Problem-oriented,we can find out the formation factors of network service problems of government and enterprise customers of China Unicom Jilin Branch from four aspects: network technology application,personnel organization structure,service interface division and network data control.Based on China unicom Jilin city branch of enterprise customer network service promotion goals and principles,formulated the primary and secondary enterprise customer business renovation,enterprise customer network service personnel structure optimization,enterprise customer network service personnel can assign training,enterprise customer network service interface and enterprise customer network resources integrate a series of strategies and implementation measures,and for China unicom Jilin city branch of enterprise customer network service strategy in the system process guarantee,corporate culture,organizational structure and human resources security related measures.Through the China unicom Jilin branch enterprise customer network service promotion research,help to better complete China unicom Jilin branch network line annual key work and related business indicators,complete China unicom Jilin branch as an important political task of state-owned enterprises,more help to improve customer perception,enhance customer satisfaction,establish a good enterprise reputation and image.On the one hand is beneficial to China unicom Jilin city branch stock enterprise customer retention,guarantee the company annual revenue target,on the other hand and through continuous reputation,for new customers,stock enterprise customer innovation to promote the development of the business,promote the company’s enterprise main business income increase.更多还原