The Customer's Service Process Re-engineering Of Chongqing Telecom And Its Continuous Improvement

Following with the fierceness of market competition, carrying out Business Process Re-engineering project to lift core enterprise competition and gain a breakthrough growing up, has become the key to gain constant competition for many famous enterprises all over the world. Especially, because of the development of telecommunication technology and market competition, more and more telecom enterprises need internal reforms.In this thesis, the author takes Chongqing Telecom as the example to introduce the process of how the Customer's service process re-engineering project which was put into effect in State-owned company such as Chongqing Telecom. Firstly, analyzing the customers' requirements,outside competition pressures, inner problems on business and management process and the development of telecommunication, to point out the importance and necessity of carrying out BPR in Chongqing Telecom.Secondly, in the step of surveying, after talking with some managers in different level and employers, as well as some important customers, the author had collected the problems on fore-end sales, trailing-end services and customer's service. Later on, using the method of mind storm, the author finds out the key processes which should be improved in this project and make sure the strategy overall frame of Customer's service process re-engineering of Chongqing Telecom.Thirdly, the thesis introduces 2 key technological processes of BPR, including VIP Customers Gaining and Reserve Process Network Resource Supplying Process and Inner Service Level Agreement.Lastly, the thesis has summed up the effects gained from BPR Project and the key factor to the success, in order to supply relevance experience in the process of state-owned companies' reforming.