The Research Of Improving O&M Management To Enhance Customer Satisfaction For China Unicom

Telecommunication, one of the essential sectors in the information industry which is capital-intensive and technology-intensive, which growth rate and construction scale has been in rapidly development stage. Three major China telecom operators have been operating with full-service capabilities, they provide similar services and products. Improving O&M Management to enhance customer satisfaction customer becomes an important factor.After analyzing the customer satisfaction survey data of China Unicom, we find out the main reason affecting customer satisfaction in the operation and maintenance management field of China Unicom. Ultimately, Combining with China Unicom internal and external conditions, we provide optimizing solution for establishing maintenance management system for China Unicom from five aspects including organizational structure, the evaluation system, team construction, and process relationship and outsourcing management.This paper argues that we should improve O&M Management from the following five aspects:(1) Optimizing the existing operation and maintenance management structure to establish customer service oriented O&M support system. (2) Setting up the evaluation system from the customer perspective to measure the feeling of customers. (3) Building an efficient O&M team to establish dynamic technical personnel management mechanism. (4) Establishing work process between different departments to straighten out the customer communication channels. (5) Give attention to the cooperation management of outsourcing operation.Finally, this paper also analysis the basic characteristic of current 3G full-service time and put forward a series of near future oriented operation strategy proposal which have certain reference significance for the future.