Research On The Application Of Quality Management In Cable Television Networks Service

The Internet is becoming more and more powerful today,radio and television enterprises are facing the pressure of market competition.The poor quality of service causes enterprises losing the core competitiveness in the market.It has become a bottleneck which limits the development of enterprises.This thesis is taking service management of a cable TV company as background,focusing on the improvement of project quality management,making comparison between the application of Lean Six Sigma management method in the manufacturing and customer services,and then state the application feasibility of such method in service quality management and specific steps of implementation in the enterprise.Then,through an actual case of cable TV company to improve maintenance service quality.This thesis is promoting the application of Lean Six Sigma DMAIC model to illustrate how to use this method to identify the service issues;measure them as specific indicators;and puts forward specific improvement plan and quality control actions by analyzing the factors of influencing indicators.Lean Six Sigma method in application of service quality management in the cable TV company,it not only expands the application prospect of this method,but also optimizes the process,reduce business operating costs,improve service quality,promote customer satisfaction and market competitiveness of the enterprise products.