Cd Telecommunications Company Operating The Status Of The Office Of Diagnosis And Optimization

Telecom business office, as a location of doing transaction and experiencing service, is a bridge to communicate telecom operators and customers and it also is the most reliable service channel for customers undertaking the full functions. Business hall plays a unique role in revealing corporate image, publicizing operation brand, exalting client perception, improving marketing effect and increasing corporate income, etc. It is the key point that China Telecom is having strategic changes. In order to adapt to the changing environment, we must do objective analysis and accurate positioning to the function of business office. Diagnosis of status quo and optimization work for CD Telecom Company perform a vital role in enhancing clients'satisfaction and corporate income.To start with, the paper analyzes the current situation of telecom business office at the viewpoint of functional analysis, and find out the problems in business hall. Next, using the overlong queue problem as the research content, we assay the reasons of overlong queue problem in four angles: customers, employees, capacity and management. Then, after analyzing the reasons, we find that it is a most effective way to advance prioritization scheme from the standpoint of customers by using non-pricing tools (Don't increase the operation cost.) to ameliorate the business hall's overlong queuing problem. In addition, using the theory"changing passive satisfaction into taking the initiative in management", we can distribute customers, and try to prevent clients to do basic transactions in business offices. What is more, based on"queuing psychology", we can manage the queues, and try to avoid the complaints of buyers, even though they have to be in line. Eventually, guided by"queue model", we can deploy telecom resources reasonably, and manage clients. Let them come to business hall evenly, divide one fastigium into three fastigiums, and reduce the number of customers in each fastigium.By implementing the three optimized schemes, which come from the angle of clients, that is,"customer distribution","queue management"and"customer supervision", will largely help to solve the problem of overlong queuing in CD Telecom's business hall.