长期战略合作、有序竞争与提升客户整体价值——中兴通讯的创新之路

一、新经济形势下电信行业的机遇与挑战全球电信运营业连续3年保持了增长,在运营商的兼并收购后加强了整体实力。电信运营商通过共网运营、有序竞争增加了企业价值,保护了投资者和客户的长期利益。电信行业是     

电信重组对电力改革的启示

正市场化改革的机制建立应以市场末端用户为导向,推进互联互通,建立资源共享机制。转变服务意识,有效提升服务效率,关注客户需求的变化,以客户为中心开展电力服务,培育衍生市场。我国自然垄断型国有企业的改革,大多都经历了政企分开、打破垄断和市场竞争三个阶段。目前,电力企业的改革正在经历着政企分离、产业重组、引入竞争释放改革红利的历史浪潮。从改革推进的时间进程来看,电信行业先于电力行业,其改革措施、力度及市场效益对电力企业的改革具有一     

摩托罗拉系统“全球创新及解决方案中心”全新亮相

1月6日,摩托罗拉系统宣布,其在北京的“全球创新及解决方案中心”全新升级亮相,彰显其全面的服务、丰富的解决方案和出色的研发能力。此中心旨在向中国客户展示摩托罗拉系统在公共安全、政府及交通运输、零售、供应链以及医疗等多个领域的各种先进技术、独特应用和丰富产品组合,以及为满足不同行业客户需求而量身定制的解决方案。     

基于平衡计分卡模型的电信企业绩效评价研究——以中国网络通信集团江苏省公司为例

平衡计分卡绩效评价法在国际电信业的应用十分广泛,由于我国电信行业还处于垄断阶段,该模型是否适合在我国推广需要进行验证和修正。本文以中国网通江苏地区13家分公司为例,通过综合使用层次分析法、主成分分析法对平衡计分卡中的财务、客户、内部业务、学习及成长等四个层面进行赋权,优化了平衡计分卡绩效模型指标。通过因果逻辑检验选择了电信企业平衡计分卡绩效评价的部分关键指标,首次验证了平衡计分卡绩效评价模型在我国电信企业的适用性和局限所在,并纠正了发达地区等因素对企业绩效有正相关的错误认识,为电信企业战略管理决策提供了理论依据。     

数据仓库在煤炭系统的应用分析

煤炭行业在数据上具有空间密度大、时间密度小等特点,在煤炭系统中,应用数据仓库具有重要意义。本文首先对数据仓库在煤炭系统的应用意义作出阐述,然后结合实例,对数据仓库在煤炭系统中的具体应用进行分析,希望对业内煤炭系统的构建工作起到一定参考作用。     

ERP热后,是BI——访First BI技术总监胡海峰

随着石油石化信息化的进一步发展,企业信息化系统日渐增多,旨在实现系统综合应用的数据库和数据挖掘技术,越来越被公认为是该行业信息化的下一个热点。但推广数据仓库与挖掘时机是否真的成熟了?到底应该如何做?相比金融、电信等其它行业,其特点何在?都是厂商与企业面临的重要问题。面对这些问题,First BI的技术总监胡海峰先澄清了概念,他更愿意将 “数据挖掘”改称为BI(商业智能),并由此得出只要是已经或正在实施ERP的石油石化企业,都已在技术和业务上具备应用BI的可能。也许,我们可这样理解胡先生的话,继ERP热潮之后,BI成为新的热点将是大势所趋。     

ERP热后，是BI——访First BI技术总监胡海峰

随着石油石化信息化的进一步发展，企业信息化系统日渐增多，旨在实现系统综合应用的数据库和数据挖掘技术，越来越被公认为是该行业信息化的下一个热点。但推广数据仓库与挖掘时机是否真的成熟了?到底应该如何做?相比金融、电信等其它行业，其特点何在?都是厂商与企业面临的重要问题。面对这些问题，First BI的技术总监胡海峰先澄清了概念，他更愿意将“数据挖掘”改称为BI(商业智能)，并由此得出只要是已经或正在实施ERP的石油石化企业，都已在技术和业务上具备应用BI的可能，也许，我们可这样理解胡先生的话，继ERP热潮之后，BI成为新的热点将是大势所趋。     

高密市供电:客户故障即时处置

开发应用GPS现场服务系统,与原有的GIS地理信息、客户配电运行监测、营销MIS、调度自动化和视频监控等系统整合应用,搭建了集运行监控、主动服务、调度指挥为一体的新型服务平台,实现了客户故障的快速响应和及时排除     

辩证分析中国移动通信行业的垄断

本文通过国内外移动通信行业数据对比,从市场垄断、产权垄断两个角度辩证分析了中国移动通信业改革的现状及存在的问题,指出渐进式的竞争性垄断不仅符合电信行业特点,也符合中国国情,并提出在中国移动电信行业还不具备大规模产权改革的条件,而转变思想、控制利润,建立系统的、连续的、可预期的管制体系是关键所在.     

佛山供电:多媒体自助终端的应用

<正>应用背景在供电市场日益成熟的今天,为了保持和增强供电行业的竞争能力,供电服务必须提高客户的满意度,必须为客户提供更加方便快捷的服务渠道。借助广大客户拥有的银行卡,通过与银联的合作,实现客户自助缴费,是一条值得探索实践的路     

Determinants of customer loyalty in the wireless telecommunications industry

This paper reports the results of research investigating the determinants of the propensity to switch wireless service providers. A model generated from the data rather than from a priori theory is presented, and it is found to uphold the strong relationship between customer satisfaction and customer loyalty exhibited in prior studies. In sharp contrast to the prevailing industry practice of ‘locking in’ customers by means of restrictive contracts, this research suggests that wireless service providers are better off improving customer satisfaction in order to minimize customer defection. This would imply shifting scarce resources to customer retention through improved service, saving costs of expensive customer acquisition campaigns. The paper also proposes two methodological innovations. First, the research employs the ‘Tetrad methodology’ as an exploratory technique prior to building a Structural Equation Model (SEM) making it possible to identify drivers of loyalty—direct or indirect—when it might not be known a priori what these drivers might be. Secondly, the paper proposes an approach to estimating moderator effects on the relationship between satisfaction and customer loyalty.     

物流信息系统在呼铁伊东公司中的构建与应用

本文通过构建煤炭物流行业信息系统,分析了煤炭行业物流信息系统建设的必要性及可行性,介绍了物流信息系统及其国内外发展状况。根据分析古城湾装车基地企业信息化需求以及物流业务流程,将古城湾基地管理信息系统分为内部管理、生产运营及外部服务三个子系统。通过应用信息共享的管理信息系统,形成了一个具有网上竞价、仓储管理、个性化服务、客户管理等功能的信息平台,使煤炭物流信息资源得到最大程度共享,有效地提高了资源利用率。     

Evaluation of two simple extreme transshipment strategies

We consider an organization that has more than one outlet (retailer or regional warehouse) where stock is held to meet customer demands. In such a situation, transshipments can be used to improve customer service and/or reduce the aggregate stock required. Unfortunately, the determination of an optimal transshipment policy (i.e. when to transship and how much) is a complex mathematical problem. However, in earlier research the authors observed that choosing the better of two extreme policies leads to performance that is nearly as good as a more complex analysis that takes account of the future impact of a transshipment on the cost at the location sending the shipment. These extreme policies are (i) never transship and (ii) always transship when there is a shortage at one location and stock available at another. In this paper, for the case of two stocking points, we develop an analytical approach for approximately estimating the total expected costs (carrying, replenishment, transshipments and lost sales) of these two policies. This provides a mechanism for choosing between the two policies for any given set of problem characteristics. The results of a numerical experiment are shown.     

Supply chain integration and service oriented transformation: Evidence from Chinese equipment manufacturers

This study builds a conceptual model to describe the relationships among operational integration and strategic integration of supply chain, product-based and customer action-based service provided by industrial manufacturers, and firm performance. Using sample data from Chinese equipment manufacturers, this study finds that operational integration of supply chain has positive direct effect on product-based service, while strategic integration has positive direct effect on customer action-based service. Furthermore, product-based service is the basic transformation strategy for industrial manufacturing companies and it has not only positive direct effect but also indirect effect through customer action-based service on firm performance.     

Strategic action and customer mobility: Antecedents and consequences of strategic actions in the Korean mobile telecommunication service industry

This paper investigates the sources and consequences of strategic actions in the Korean mobile telecommunication service industry. Based on competitive dynamics research and an organizational learning perspective, it suggests hypotheses and tests them with monthly data on service providers’ competitive and alliance actions, as well as statistics on monthly subscribers during 2002–2007. We show the positive effects of a firm’s own experience, other firms’ strategic actions, and firms’ alliance tendencies on the likelihood of firm-level competitive action and alliance. We also find that negative performance feedback accelerates the mimetic influence of rival firms’ competitive actions and that positive performance feedback strengthens the momentum effect of a firm’s own alliance experience on the likelihood of alliance. Both competitive actions and alliances appear to influence customer mobility across firms in a complex manner. Based on customer mobility data, this study finds that alliances increase market dynamism, that is, customer mobility. It also shows that competitive actions, in general, serve to effectively attract switching customers from rivals. This study partially answers questions regarding the triggers of competitive actions and alliance activities among mobile telecommunication service providers and their performance consequences.     

Logistics customer service levels in Poland:: Changes between 1993 and 2001

Customer service plays an important role in companies acting in new market economies of Central Europe. Assessment of customer service is possible while adopting different standards reflecting various aspects of that service. This paper presents results of surveys of Polish companies in the period 1993–2001. Those surveys show that Polish manufacturers changed their attitudes towards customer service and its competitive advantage aspects. They are aware of growing customer requirements and adopt sets of standards to evaluate that service. However, several drawbacks can be indicated in the field of practical use of those standards such as low quality or sporadic reports and accidental use.     

Customer service strategy options: A multiple case study in a B2B setting

This study addresses the question whether customer service actually has order winning potential in B2B situations, which customer service strategies are deployed, and what determines customer service relevance. A literature review was followed by a multiple case study, using 12 organizations from different industries and from different positions in supply chains. Based on having both problem solving and transfer characteristics, four customer service strategy options are identified: customer integration, customer adaptation, logistical precision, and standard customer service. Many organizations are positioned in the least attractive customer service strategy option: customer adaptation. Partially, this is caused by difficulties in assessing the customer service capability and the customer's sensitivity for customer service. The article concludes with the theoretical and managerial implications.     

The antecedents and consequences of organizational and personal commitment in business service relationships

This paper explores the potential for business service customers to form separate bonds of commitment with the service firm and the service representative. It examines the role of the individual and identifies six potential antecedents to each type of commitment. It also proposes that both types of commitment will influence the degree of relational exchange between the customer and the service firm. The hypotheses are tested using multiple regression and data from a survey of marketing research managers. The results support the majority of the hypotheses.     

NSD Processes and Practices in Experiential Services*

This paper examines new service development (NSD) in a distinctive set of services: experiential services. Organizations delivering experiential services place the customer experience at the core of the service offering. They focus on the experience of customers when interacting with the organization rather than just the functional benefits following from the products and services delivered. Increasingly, organizations are recognizing that managing customer experiences is a powerful way of differentiating from competitors, establishing emotional connections, and increasing customer loyalty. Studying experiential services sheds light on this highly intangible type of services and, by representing an extreme end of the service spectrum, can advance the knowledge on the wider area of new product and service development. This paper addresses three research questions: (1) What are the processes and practices used in the development and design of experiential services? (2) How are these processes and practices similar to or distinct from established NSD practices? (3) How do these findings reflect on the wider area of NSD? The study concentrates on five dimensions of NSD: (1) the process; (2) market research; (3) tools and techniques; (4) metrics and performance measurement; and (5) organization. For each of these areas propositions are formulated and refined with empirical data. Using the case research methodology, empirical data were collected in 17 case companies: experiential service providers, design agencies, and consultancies known for focusing on the customer experience. The main method of data collection was interviews with those involved in experiential service design, such as founders, executives, or experienced designers. The case data revealed a number of practices specific to experiential services. These include a strong emphasis on gathering customer insights, in several cases obtained through empathic research and ethnographic research techniques. Other specific practices for experiential services include mapping customer journeys or touchpoints and storytelling. The case study companies also revealed a trade‐off between relatively formal, tight methodologies and more flexible, loose methodologies in NSD. More research is required to investigate the contingency factors surrounding tight or loose methodologies. The results also revealed the use of more broadly used NSD practices, such as a systematic NSD process, multiple performance measures, cross‐functional teams, and front‐line involvement. The observations from this study are captured in a set of seven propositions concerning NSD in experiential services. Reflecting on NSD in general, this study highlights the important role of service process innovation compared with service product innovation and the importance of continuous innovation requiring NSD processes and practices that are more flexible, iterative, and nonlinear. The study also supports the argument that different types of services may require different NSD processes and practices.     

Introduction to design and analysis of production systems

In a two-party VMI channel, the vendor operates the basic stocking and delivery functions and makes inventory replenishment decisions while the retailer is responsible for customer acquisition and in-store services. This paper focuses on such retail channel and proposes an analytical model for the partners in supply channel to determine the inventory policy with the objective of optimizing system net profit. The model explicitly incorporates issues from both the vendor and the retailer in order to derive a policy for mutual benefits. To illustrate and obtain insights from the proposed solution procedure, we devise a set of numerical analyses based on various scenarios. Factors such as shelf-space-dependent demand, shelf-space capacity, demand pattern, logistics characteristics, and disparity between holding costs of the warehouse and the retail store are also investigated.