The Study On Telecom Operators’ Lean Operation And Maintenance Services

With increasingly fierce competition in the telecommunications, it is not only the responsibility for marketing departments to improve the customers’satisfaction, but also the responsibility for network departments. However, the network department’s service for customers is more important, because it is not only affects the network quality, but also affects the customers perception directly. This paper focuses on the government and enterprise customers and studies telecom operators how to provide lean operation and maintenance services for customers.After abundant literature review, this paper summarizes three major theories as the theoretical basis. They are the theory of service quality, the theory of lean service and the theory of telecommunication company operation and maintenance service quality. The theory of lean service focuses on service process, such as optimizing service process, removing redundant and unnecessary behavior, modifying the incorrect service behavior and providing the perfect service at last. In addition, lean service theory is also concerned about the reasonableness of the allocation of resources, such as staff development, to maximize the effect with a minimum of personnel, and to eliminate waste of resources. The essence of lean service will be applied in operation and maintenance service very well and improve the customer satisfaction.This paper contains three aspects. First, take network department’s service for government and enterprise customers for example; the paper focuses the problems on four parts. They are network quality, process to service, cooperation with other departments and customers and resource allocation. Second, this paper has built a lean operation and maintenance service indicators, and gave an empirical study on this indicators using SPSS. In addition, the paper has sorted these indicators. Third, according the analysis above, the paper propose the strategy on how telecom operators to provide lean operation and maintenance services for customers.This paper has three innovations. First, the paper has introduced the lean service theory on operation and maintenance service, and proposed the theory of telecom operators’lean operation and maintenance service. Second, the paper proposed a series lean operation and maintenance service indicators. Third, the paper propose the strategy on how telecom operators to provide lean operation and maintenance services for customers from four parts.