Design And Implementation Of Information System For Total Service Quality Management (TSQM-IS) Of Zhejiang Unicom

With the business competition being fiercer, the enterprise-centered and the product-centered domestic telecom-market is gradually becoming customer-oriented. It is being accepted that customer service quality makes up the core competitive power. Therefore, in 2005, Zhejiang Unicom Corporation launched a project to establish an all-round customer service system, to draw up a comprehensive plan for quality management of customer service, to sustain the improvement of service quality, and to promote customer retention gradually.This research paper introduce the research in planning the system for total service quality management (TSQM), which is based on current business support system of the Hangzhou corporation, and which embodies system of service standard, system of service flow, system of service quality check and supervision, system of backstage support, and system of service training. The paper focuses on the development of information system for total service quality management (TSQM-IS) and creatively applying the service quality management model to TSQM-IS and developing main function modes. In developing TSQM-IS, Zhejiang Unicom Corporation will greatly improve its service quality as well as its competitive power.Importance is attached to cooperation in designing Zhejiang Unicom Corporation TSQM service flow system. One-way check and KPI method is adopted in checking service quality, and mechanism for continuously improving service quality is obvious in the design of TSQM...