Research Of Support Role Of Network Operation Systems To Service Quality

With China's telecom industry reorganization, the lunch of 3G, the implementation of asymmetric regulation and the development of communications, Chinese domestic communication market is more competitive. A growing number of communication companies focus on the improvement of service quality, which becomes the main competition in the competitive communication market and becomes the capability or competitiveness for a communication company. Background network technical support not only provides a safe, reliable, fast, high-quality communication to make users with satisfaction, but also provides good services internally. The back-support network department for operation and maintenance is one of the key important departments that provide high-quality services to customers.In this thesis, this research takes the service quality support role of communication companies as study project tool. Base on the home and aboard research of support role of communication operation and maintenance systems to service quality, combine with the status research of network support services in some domestic communication companies, this research mainly studies the service quality support role of the network operation and maintenance systems of China Mobile Group Beijing co., Ltd in order to enhance the service quality.After studying the service experience of some domestic communication companies and China Mobile provincial complaint handling process, this research mainly studies the networks support service enhancement of China Mobile Group Beijing co., Ltd from as the following aspects: the customer satisfaction surveys, the process research and analysis, the complaint handling process and Electronic Operation Management System. Also study the Phase I, Phase II of Beijing's customer support network system, sum up that networks play an increasingly important role to service support. It's very important for a communications network operator to ensure quality, rapid response, to establish efficient business support systems, and to promote business development and achieve a better background for future services and provide better service for customer.