A Case Study On The Improvement Of Operation Management From P Team In Neusoft

The call center for the field of technical support that includes technical management and process management.To start with one real team on the study.It will objectively reflect the real situation through the specific description of various aspects of the team.The selected case focus on one medium and small-sized call center.It seems stable operation for many years,it also own lots of excellent operation plan.However,the problems still be found so far.We will try to describe all of the problems,and then choose out the parts of typical examples for the deep investigation.We will capture the requirement via the tools of questionnaire survey and focus groups.Meanwhile,to analyse the root cause depends on the manner of fishbone diagram and 5 WHY.Then following the record of risk register and SWOT trend analysis,to propose the reasonable and feasible solutions.Above we will raise the improvement plan according to the quantified results.Finally,the excellent operation skills for reference were selected as effective theoretical and practical basis.It will be used for the future long-term operational management.The purpose of study for having a solid knowledge foundation,stable and high quality service.To ensure that the agent and end users,vendor and customer both belong to the trust relationship for each other.This will determine the development and survival time to a call center.It also guides how the P team mentioned in the paper keep to improvement and creating value within the prescribed rules.In order to achieve the win-win results.