Apply Service Blueprint To Improve Service Quality Of International Roaming In A Mobile Company

The convergence of the telecommunication, Internet and broadcasting networks into one complete system is going on. All of the three telecom operators in China take the strategy called All Business Operation, which means they have the homologous products. Consequently, good customer service becomes one important way to build competitive advantage. A mobile company used to not pay attention to international roaming, because the amount of users is so small. In the first half of 2013, the complaints risen sharply. Improving the service quality is put on agenda.Service Blueprint is an effective tool for designing new service and for improving service quality. The complaint data were analyzed. Numerous administrative staff, frontline service staff and customers were interviewed. All the service processes were systemized. Many problems were found out. Responsibilities of relating departments were made clear.Divide international roaming business into 23 service scenarios and build service blueprint for them respectively. Then identify and mark the 5 types of key points in the blueprint. Based on characteristic of different type of key point, throw out specific services improve suggestions. At last, formulate international roaming service blueprint service manual. Responsibilities of relating department were defined, Service operation specifications were defined.Combine service blueprint and Statistical Process Control theory, and design a service quality control system. Control chart is used to determine whether the process is within acceptable limits. Once any abnormal condition happen, the system can find out the source of problem and trace the responsibility department.Combine service blueprint and Process capability index theory, and build a model of the service process capability index to evaluate the internal service ability. The service process is decomposed into the front desk service ability, ability of back-end services and support system ability. The index can reflect the internal service ability and give advice to service quality improvement.