Researching On Service Management Optimization In Mobile Communication Companies Based On SOX

This dissertation analyzes the impact on service operation management of the company A by implementation of the SARBANES-OXLEY.Three important questions need to be addressed through literatures review and questionnaire survey,followed by further research and optimization.Therefore the leading factors of service operation management promotion have been clarified:the relationship between information technology,system,method and process flow,attempt to think in the way of internal and external customer service.To optimize job scheduling,Genetic Algorithm has been employed to meet the demand of both internal control and internal customer. To improve company performance efficiency,evaluate the advantages that information technology can bring to the company,and indicate how to clarify leading factors of company efficiency.To best evaluate customer loyalty,Principal component analysis and entropy method are applied to grade the Customer's Credit,hence a rational criteria of customer's credit evaluation is recommended.This dissertation consists of five main parts.Part One explains research background,research objectives,relevant theoretical underpinnings and previous research results,research approach and methods.Part Two begins with the company A implementation practice of SOX internal control tools,then addressing the three main questions through analysis.Part Three focus on review and optimization of the internal customer service operation followed by review and optimization of the external customer service operation of Part Four.The final Part is discussion,conclusion and recommendation.22 charts and 20 tables have been employed in this dissertation,and 20 literatures have been referenced.