Research On Customer Queuing Management Optimizing Of Business Hall In China Mobile Group Hubei Co.,Ltd

With the rapid development of China's communications industry,relying solely on the growth of the number of business offices has not been enough to meet customer demand for Mobile information services,communications industry service and operational capacity upgrade has become an important issue in the practice of enterprise management.This paper takes the optimization process of customer queuing management in the business Hall of China Mobile Communication Group Hubei Co.,Ltd.Using the theory of process reengineering and queuing theory,with the help of relevant tools,this paper analyzes and diagnoses the current situation of customer queuing in Business hall,follows the idea of process reengineering(BPR)theory,and pushes the specific scheme of customer queuing management optimization According to the order of "activity-process-organization",and from the Business Hall service flow,personnel scheduling,Business Hall functional zoning,the establishment of continuous optimization mechanism of these four aspects of each,to develop a scientific and reasonable optimization strategy.The paper also made a supporting plan for the implementation of the guarantee measures for the optimization of customer queuing management in business offices,including: establishing Business Hall management to improve the project team,IT system support,personnel training and team building,planning and increasing the branch office network and other measures,and set up a continuous improvement of the tracking and evaluation system.Ensure that the effectiveness of queuing management optimization is precipitated and consolidated.This research hopes that through the business Hall Customer Queuing management optimization project in the company's internal promotion,summed up the market front-end Process optimization Project successful experience,explore the company's service process,management process optimization of effective methods,and strive to provide the company with the implementation of back-end management mechanism optimization provides reference.