The Case Study Of Quality Improvement In S Communication Company

The influence of service industry on the development of national economy is growing, but our management level of service quality can’t match it. Many companies only put the stress of service and quality management on the contact between staff and customers, and neglect the management of service quality.This thesis targeted on the Communications Branch S (hereinafter referred to as S), and studied its improvement of the service quality. S company’s market share is not high even low, the market environment is competitive, the prior development trend is fine, and the technology gaps with competitors are small. But in recent years, the service quality problems had affected the users retention rate and stable development of the company. Mostly, S’s service quality management focuses on the Business Hall and clerks, the service products sales are dependent on the price advantage largely rather than service quality. Meanwhile, as a state-owned monopoly enterprise without a clear personality, its internal implementation of management system is not well, the lack of vitality and other problems limit the healthy development of service-oriented enterprises.Firstly, this paper introduced the operating status in S company, then analyzed and summarized the reasons of several recent major failures, the results are the awareness of service, production process management, human resources management and other aspects, which affected the company’s overall service quality. Based on the analysis of the present operation mode, such as service subcontract and employment methods, measures and recommendations were put forward to improve the overall service quality. These recommendations include:increasing and unifying the overall service awareness of this organization, strengthening the management of communication network construction process and maintenance process, adopting PDCA cycle method to help the enterprise to continuously improve the overall service quality, turning the emergency rescue to the active implementation of communication support, assessing and encouraging the members and partners to update the work quality together, coordinating and improving both the internal and external management quality by enterprise culture construction. Finally, this thesis proposed measures to ensure the implementation of these methods. This study also has a certain referential significance for the similar service-oriented enterprises that have similar problems with S company.