| The highly efficiency, low-cost electronic channel with 10000 as the main representative is the main source for telecom operators to upgrade its capacity. This thesis aims to analyze characteristics and trends of the customer service center industry, to illustrate in detail the research background, significance, the theoretical basis, research ideas, research and technical line. Therefore, in the integrated use of service management, performance management, quality management, and other theoretical knowledge, this paper put the Excellent Performance Mode which is the evaluation criteria of American Baldride Quality Award as a guideline and hope to pursue the improvement of the overall operating performance of the whole customer service center by implementing the Excellent Performance Mode.This paper firstly introduce the basic situation of Changsha Telecommunications Companies and customer service center and give a description of the relative theories of service management and performance management and the research situation of their applications at home and abroad. Under the basis of an understanding of the strategic position and development objectives of customer service center in the operation of China Telecommunications Corporations , I analysis the present condition of the operating performance of Changsha Telecommunications customer service center and go further research on problems and Influencing factors existing in the operating performance of that center. I point out the significance of the implement of the Excellent Performance Mode in customer service center after a comprehensive and thorough analysis of the factors that can drive the overall operating ability and marketing effects of the customer service center. The implement of the Excellent Performance Mode in Customer Service Center mainly includes seven aspects which are leadership, strategic planning, customer and market-centered, measure analysis and knowledge management, resource management, process management and operating results. According to the status of the Customer Service Center, it will focus on strengthening the effects of leadership and the management of process management and performance results.The implement of the Excellent Performance Mode in Customer Service Center must be accomplished by establishing a performance-oriented organizational culture, building comprehensive operating performance, improving organization and system, making the Excellent Performance Mode scheme, implementing the excellence performance model scheme, assessing the implementary effects of the Excellent Performance Mode scheme, and improving instantly the Excellent Performance Mode. I elaborate problems that may arise in the practice process and some others that need to be concerned about, and explained how to avoid the risk in implementation and improve the feasibility of the implementation.At the end of the paper, I make a conclusion of the effectiveness and inadequateness of Changsha Telecommunications Customer Service Center by implementing the Excellent Performance Mode since the year 2007. I point out the works need to be done next in the in-depth implementation of the Excellent Performance Mode. |
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