Research Of Hardware Maintenance Service Analysis And Countermeasure

As the competition of market is becoming more and fiercer, the competition among telecom companies tends to focus on the cost and service instead of product and price. Each company tries to find various ways to lower the cost, reduce the risk of investment and strengthen the flexibility of organization and the competing ability of the market. The management model of business process outsourcing can make it possible to help companies reach the goals.Company A is a telecom service company, providing professional service to major telecom operators in China. Hardware maintenance service is the most important part. With the development of Chinese company Huawei & ZTE which provide the similar service to Chinese operators, the pressure on company A coming from cost and service quality is becoming more and more critical.This paper describes the situation on service quality and service outsourcing from China and outside. After analyzing the fact of hardware service maintenance service in Company A, this paper establishes the key indicators for Hardware maintenance service quality. By designing a customer service questionnaire on these key indicators for Company A, this paper analysizes the most critical indicators after adapting analysis model of Importance-Satisfaction and suggest the focus area for improvement.As a result, the paper out forward a series of suggestion on hardware maintenance service outsourcing.