吉林铁通客户服务业务流程再造问题研究工商管理专业论文.docxVIP

II II Abstract With the deepening reform of the domestic telecommunications industry, the telecommunications market is becoming more competitive, telecom operators, customer service quality and operational efficiency of a severe test. Jilin Tietong existing customer service architecture and business processes have been far from being able to meet the needs of the competition, the change is imminent. In this paper, a survey of customer service processes in Jilin Tietong analysis, summed up the problems of the companys customer service business process status, and apply the theories and methods of business process reengineering, organizational structure from the flat, the integration of science and resources, change a few of the business processesaspects, the design of Jilin Tietong customer service business process reengineering program. The recycling program is to establish Jilin Tietong three linkage of customer service in the provinces, municipalities and district organizational structure, improve customer service support function of the system, focus on optimizing business consulting, troubleshooting, complaint handling business processes of the three categories. To ensure the smooth process reengineering, the paper proposed protection measures around the system, human resources, information technology, corporate culture and other aspects of construction, and strive to speed up market response speed, process operating efficiency, enhance customer service quality, and ultimately expandmarket share stability in the network users, improve business efficiency goals. The study will be business process reengineering of the telecom industry and other service industries to provide a reference, has important theoretical value and practical significance. Key words: Telecommunication industry， HYPERLINK /kcms/detail/%20%20%20%20%20%20%20%20%20%20%20%20search.aspx?dbcode=CMFDamp;sfield=kwamp;skey=Customer%2BService Customer Service, HYPERLINK /kcms/detail/%20%20%20%20%