Research On Mobile Communications Business Process Reengineering Based On Customer Satisfaction

With increased competition, customer-oriented business model has become the mainstream model of enterprise development. Customer satisfaction has been used as one of the most important indicators for evaluation and impact the competitiveness of enterprises among world-class enterprises. Business Process Reengineering (BPR) as a response to increasing competition, rapidly changing external environment as well as increasingly diversified and personalized customer needs has been applied in more and more enterprises, and it was believed that it is an effective way of enhancing the core competitiveness of enterprises in business community and academic sector. However, Business Process Reengineering (BPR) is how to improve customer satisfaction? This problem has been not been effectively answered.Around this problem, the main tasks of this text include three aspects, which are shown as follow:Firstly, this text extends the concept of customer satisfaction inside the enterprises, and preliminarily discusses the concept of internal customer satisfaction and its influencing factors, which has a certain degree of innovation. Then this study analyzes the factors that impact mobile communication satisfaction from existing research, and draws some relevant conclusions.Secondly, this text uses Quality Function Deployment(QFD) method to build houses of quality approach and refer to the relevant modeling method to modeling Business Process Reengineering process based on customer satisfaction, which illustrates the process that Business Process Reengineering is how to achieve the goal of enterprise operating of the under the premise of customer satisfaction.Thirdly, this study illustrates general methods and steps of Business Process Reengineering based on actual case, and conducts empirical research in the model. Then this text draws some relevant conclusions to verify the validity of the model.