通信运营企业的质量管理的再提高

现在通信运营企业为了提高服务质量,不断的加强员工培训,制定客户服务规范,使出了浑身解数,但是仍不见服务质量有显著的提高,用户对企业服务质量的投诉仍居高不下。本文就针对通信运营企业再次提高服务质量的问题,提出了价值链质量管理,鼓励企业实行内部营销,以建立一个完整的质量体系,而不是仅仅关注企业中某一个直接面对客户的职能部门。

To Improve the Service Quality of Telecom Industry Once More

In order to improve service quality, telecom enterprises had tried their best to strengthen employees training, establish the rule of customers' service. But the outcome was not satisfied. This paper is focused on how to improve the telecom service quality again, put forward quality management on a whole value chain, not only in some department, but to establish a complete quality management system.