Research On The Optimization Of Customer Service Process Of Government And Enterprise In NT Branch Of China Telecom

The management process and business process of traditional state-owned enterprises have accumulated for many years,and the rigidity of the process often has more complex deep-seated reasons,which may be the internal control system,personnel allocation,corporate culture and other reasons.Some foreign consulting companies have developed process optimization schemes for state-owned enterprises,most of which are based on the successful process optimization models,tools,methods and there is no change in theory,and it is difficult to implement process optimization in Chinese enterprises.The quality of government and enterprise customer service has been greatly improved by the China Telecom NT branch.It has made a great contribution to the scale development of the government business.But over time,the relatively rigid government and enterprise customer service process can not meet the requirements of the rapid development of the government and business,and has no obvious advantage compared with the competitor.The customer and the customer manager have also reflected the service problems of government and enterprise customer.In order to improve the service level of government and enterprise customers and enhance the service perception of government and enterprise customers,this paper analyzes the relevant data through personnel interviews and questionnaire surveys,and sorts out the problems in the service process of government and enterprise customers of China Telecom NT branch,and in-depth mining of the causes of the problems,combined with case analysis,literature review,and the use of process optimization tools,to develop a process optimization plan in line with the actual situation of the enterprise,track and dynamically optimize the implementation of the process optimization scheme,so as to improve the customer service level of government and enterprise.It has a positive significance for traditional state-owned enterprises,especially for communication operators,to quickly find problems in the process and formulate effective solutions.It can play a practical guiding role in promoting the vitality of state-owned enterprises,improving market competitiveness and scale development of business.