The Scope Management Research On Complaints Pre-Treatment System Construction Project Of Beijing Telecom

In recent years, with the rapid development of telecommunication industry, the service capability is becoming one of the telecommunication company’s core competitiveness. The management of Complaints throughout the entire customer service, it’s not only the base of customer service work, but also a key factor to enhance the service capabilities. With the continuous evolution of new business, and expanding of customer base, customer complaint levels also keep rising. Improve the complaint handling, would enhance both the service levels and customer’s satisfaction, and finally lay the foundation so as to occupy the market opportunity.To improve the timeliness and accuracy of complaint handling, Beijing Telecom proceeded to build the complaints pre-treatment system which based on GIS technology。So that the front-line customer service staff would work with efficient information display and accurate positioning capabilities, meanwhile, the network maintenance staff could get richer network optimization reference information. This thesis researches on the project scope management of Beijing Telecom complaints pre-treatment system construction. By describing the scope planning, scope definition, scope verification and scope change control process in the project, and integrating actual practice, the writer researched how the use of the project scope management theory and means, to effectively manage the project’s scope, solve the problem of facing so much and complex project demands which caused by the large user scope, and to ensure the project successfully achieved the expected goal of building, and meet the needs of different departments. At the same time, the writer hopes that this method and theory of this thesis can implement and applied in the other business systems’construction of telecom operators.