Research On The Optimization Of Service System Of China Mobile Business Hall

Business Hall is a popular marketing mode and also a window where customers can purchase the communication products and experience the operator's service. The changeability of the market brings great changes in its internal and external environments, which sets higher standard and demand for its operation. Therefore, importance should be attached to its service management. Queuing for service at the network is a familiar phenomenon and also an urgent tough problem to be solved. The management of supply and demand of service should be enhanced to improve service efficiency and quality and create more values for customers, so that the win-win goal may be realized to achieve satisfaction of customers and profits of operator. There is much deficiency in its service system management theory in our country. Furthermore, with its expanding numbers, the phenomenon of nonstandard internal service management is still common. Therefore, it's necessary to carry out in-depth research on the service system and to establish a series of scientific, practical and executable methods to optimize it. With the swift developing momentum of Business Hall, this demand appears more urgent.This thesis first gives a brief introduction to the research background and the relative theory of service management. Then it researches in depth the current situation of service management of Mobile Business Hall from the perspective of function analysis, finding out the existing main problem and introducing the main structure of the thesis. And then it attempts to deeply understand the characteristic of customers'demands by analyzing customer's arriving time, waiting time and demanding type. It is followed by a statistic analysis of the serving time and state of the staffs combined with the research of the optimization of serving process and standardization of serving contents. Finally, it calculates the operating index of the service system by means of queuing theory from the static theory, then it conduct s emulation calculation with computer program and queuing model from dynamic perspective and carries out empirical study by analyzing the simulation results.The innovation of this thesis is as the following, first, it brings up the quantitive mode for the supply and demand of service; second, it analyzes the running off of customers combined with customer patience theory; third, this thesis simulates its theory by means of computer program. This thesis is intended to solve the practical problems of the service management of Mobile Business Hall, to enrich the managing theory of service, and to provide reference for expanding of Business Hall and planning of its operators.