| A successful enterprise relies on the correct strategy by 30 percent and the correct execution of the strategy by 70 percent.Functional departments play a pivotal role in the enterprise strategy execution.With the strategy maps and Balanced Score,This paper aims to study how Call center helps enterprises to improve the execution of the strategy.As competition intensified,China Mobile Communications Corporation Fujian Branch attached more importance to the construction of call center.It makes call center as a platform of contacting with customers,communicating with customers, Servicing to customers.Call center helps enterprises manage and retain new and old customers.It helps enterprises improve their core competitiveness.However,there are still problems in call center.As a Functional department,how call center executes strategy? This paper puts forward solutions.First,it studies China mobile's strategy and its strategic management system.It introduces strategy maps and Balanced Score card's implementation in the strategic management.It analyzes the existing problems that call center executes strategy.Second,with the analysis of the call center industry and competitive environment,it re-plans business.Finally,it decomposes the strategic objectives and forms call center's strategy maps and key performance indicators by the strategy maps and Balanced Score card.It requires that call center should be adapted to changes in enterprise strategy,Strategic transform and re-adjust its position.Call center is more and more used in many enterprises today.I hope that this paper can be reference materials for domestic enterprises' call center to study how to execute the strategic plan of enterprises effectively,how to make it meet the enterprise strategy and customer needs to improve call center operational efficiency, and how to provide theoretical and practical methods to enhance core competencies of enterprises. |
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