Research On The Customer Service Business Process Optimization Of Mulan China Mobile Subsidiary Company

As we all know, the communication operators through its own business hall and social entities channels for the majority of communications users to provide a full range of services. The current channel structure is established in 2003, the 4 channel management system. But along with the mobile communication market has entered a new stage of development, traffic management Internet plus era has become the main business, and with the arrival of the mobile 4G has accelerated the popularity of mobile Internet, the user has changed consumer behavior. Regional market growth in the user communications market is slow ? fierce competition ? rural market development space is very large,is to wait for the new stage of development Mulan There are many new problems in the process of channel service management, of China Mobile Subsidiary Company, which restrict the development of regional market. Based on the above changes, the original sale of cards, charges and terminal sales, such as a single business based channel operations and mobile support and management system is facing a comprehensive restructuring and reorganization.In fact,business service management process reengineering, business service management process reengineering the smooth implementation of the company will greatly enhance the management of aging, saving operating expenses, enhance the company's information level, will also greatly enhance the branch to quickly respond to the competitive market, simultaneously, also strengthen the ability of the company to respond quickly and timely response to the rapidly changing competitive market, service business process optimization and integration can make the company more close to the market, to win the user" So, channel service business process reengineering imperative.This paper is based on the BPR argument, adopting the research method of qualitative and quantitative analysis, since 2014 Magnolia branch of the company through the developmet of strategic transformation of the business process optimization, find the main reason for restricting the core competitiveness of magnolia mobile communication branch channels, which contains channel management services business processes, channels of information communication form, channel rating system, electronic channel business, such as the 4 main reasons, the main defects and shortcoming:show the channel process cumbersome, channel of communication of information asymmetry, channel business rating are not recognized, electronic channel business marketing is not perfect; The existing channels of unified management can not adapt to the rapid expansion of demand channels; Designated franchise partner "not exclusively" Strong ability to control the sale of large mobile phone manufacturers are not strong;. At the same time, combined with the actual situation of Magnolia mobile channel management business, put forward the specific design of business process optimization, and finally put forward a series of supporting measures.The management structure of Mulan mobile channel completely broken, the mobile channel Mulan customer service business process structure is divided into three blocks, namely online acceptance, entity acceptance, backend support departments, each process service on channel customer Internet companies so, management of network structure, change the single business entrance for the multi service entrance, more perfect and improve internal processes. Really win the market channels, and ultimately to channel customers and mobile management mechanism can be barrier free all day long 24 hours of communication, let the mobile management mechanism can real-time control of the channel, and provide products and services according to the actual the communication market demands.Through this paper, the main solution to the problem of three aspects:First, we study the problems and causes of the customer service processes of the various channels of Magnolia mobile communication branch, and provide ideas for finding the optimal solution;Second, the customer service business process optimization design objectives and principles, optimize business processes, social channels and electronic channels customer service business process customer service business process services to its own customers;Third, put forward channel customer service business process integration and optimization of the implementation of the program steps and safeguards of Magnolia mobile communications branch.