Business Service Response Quality Evaluation And Management Of China Unicom Changchun Branch

Business Response Center of Changchun China Unicom is responsible for operation and maintenance of customer network management services. In this paper, through Changchun, China Unicom response center services business line, various types of barriers are collected and classified, and the obstacles which are often encountered are sorted. And the internal laws reflected by data are generated. Through discussion on mandatory service quality evaluation of telecom operators'response, this paper provides the basis for quantitative analysis of problems of the service response center of the Changchun China Unicom.Through evaluation on mandatory service quality, searching management methods and measures for service response center in promoting the quality of communication services. At last, the researched conclusions of this article are summarized, and future research direction for further study is proposed.The thesis is divided into five chapters, each chapter is as follows:Chapter I: Introduction. This chapter briefly discussed the research background and significance. Tough competition enables operators to that vicious competition is no longer the mainstream. Promoting service quality, improving customer satisfaction, loyalty is basis for long-term development of the enterprise.Chapter II: service quality evaluation of the telecommunications industry. This chapter gives the meaning of the telecommunications industry, service quality and evaluation methods. Different from other industries, besides other quality assessment methods, telecommunications industries have their own unique specifications.Chapter III: treatments for Changchun China Unicom business barriers. This chapter describes the general situation of response center business profile in Changchun China Unicom, organizational structure, clients, service type, service products and so on. Barriers of response center are conducted in detail. Barriers treatment are specifically described from three perspectives—working process, principles and grading which is the foundation for Chapter IV.Chapter IV: Rigid service quality evaluation of Changchun Unicom. This chapter is the core and essence of this thesis. In the very beginning, it illustrates the barrier data acquisition and classification. The monthly average barrier time of the above mentioned seven barriers is calculated, and the numbers of barriers are counted monthly. And the internal laws reflected by data are generated. By multivariate statistical analysis, regression analysis, the factors which influenced the total barrier time are found and simulated. Next, with plenty space, the obstacles which are often encountered sort into cable barriers, central office barriers, other reasons, outside line reasons, the user's own reasons, the user-side interchange equipment and self-restoration.Chapter V: management and measures for business service respond quality of Changchun China Unicom. Based on the above chapters, this thesis presents some proposals for business development, quality improvement and the tools, services, protection and compensation.Conclusion: research results are summarized. Through collection and analysis of obstacle time for the past two and a half years, this thesis provided effective suggestions for promoting high quality respond work and better services for the user. Through discussion on mandatory service quality evaluation by telecom operators, this thesis offered the quantitative analysis basis for Changchun, China Unicom service response center to improve the quality of service center for the community and to provide faster and better communications services.