本文關(guān)鍵詞： 光纖寬帶 客戶訴求 評價指標體系 變異系數(shù)法 多指標綜合評價　出處：《華南理工大學》2013年碩士論文　論文類型：學位論文

【摘要】：在近年的通信市場，客戶服務(wù)已成為塑造差異化競爭優(yōu)勢的利器。各大運營商也紛紛行動，開始將關(guān)注焦點轉(zhuǎn)到客戶服務(wù)方面。A公司在2009年成立客戶服務(wù)的專業(yè)化運作部門，隨著光纖寬帶成為運營商業(yè)務(wù)競爭焦點，保障光纖寬帶服務(wù)的有效性和差異化成為客戶服務(wù)的關(guān)鍵工作。由于服務(wù)具有過程性、無形性等特征，以及移動互聯(lián)網(wǎng)帶來的客戶服務(wù)方式、客戶需求的巨大變化，，各大運營商目前仍處于客戶服務(wù)要求以及客戶服務(wù)有效模式的積極探索階段，服務(wù)管理也從服務(wù)質(zhì)量評價轉(zhuǎn)向服務(wù)全過程的監(jiān)控，如何量化和評價服務(wù)表現(xiàn)也成為各大運營商關(guān)注的重點問題。 本文以A公司為研究對象，在分析了A公司光纖寬帶業(yè)務(wù)的特點以及存在全業(yè)務(wù)服務(wù)質(zhì)量難以宏觀管控等現(xiàn)狀問題的基礎(chǔ)上，結(jié)合客戶生命周期理論和SERVQUAL量表分析光纖寬帶業(yè)務(wù)服務(wù)質(zhì)量評價的影響因素，構(gòu)建了具有22個具體指標的A公司光纖寬帶業(yè)務(wù)服務(wù)質(zhì)量評價指標體系。然后運用變異系數(shù)法等方法確定評價指標對服務(wù)質(zhì)量的影響權(quán)重，再通過多指標綜合分析方法最終建立光纖寬帶客戶服務(wù)質(zhì)量評價模型，形成針對A公司專題業(yè)務(wù)可量化的評價機制。然后從權(quán)重的角度分析得到裝移機、業(yè)務(wù)質(zhì)量、計費和故障修復(fù)環(huán)節(jié)為A公司理論上對全業(yè)務(wù)服務(wù)質(zhì)量影響較大的環(huán)節(jié)，對應(yīng)的具體指標有光纖寬帶裝移機改約率、故障催修率等。再引入指標值因素，利用波斯頓矩陣分析等方法結(jié)合模型分析得到更具實踐意義的A公司光纖寬帶業(yè)務(wù)服務(wù)重點管控節(jié)點，并將結(jié)果與A公司內(nèi)部管控域結(jié)合起來，形成醒目的重點管控圖，為A公司實現(xiàn)構(gòu)建關(guān)鍵業(yè)務(wù)差異化服務(wù)優(yōu)勢的目標提供依據(jù)，最后引入時間序列，建議A公司對指標值設(shè)置預(yù)警值，為A公司持續(xù)改善光纖寬帶業(yè)務(wù)服務(wù)質(zhì)量提供保障。
[Abstract]:In recent years, in the communications market, customer service has become a sharp weapon in shaping the competitive advantage of differentiation. Major operators have also started to focus their attention on customer service. In 2009, Company A set up a specialized operation department for customer service. As optical fiber broadband has become the focus of business competition for operators, ensuring the effectiveness and differentiation of optical fiber broadband services has become the key work of customer service. As well as the huge changes in customer service mode and customer demand brought by mobile Internet, the major operators are still in the active exploration stage of customer service requirements and effective customer service mode. Service management has also changed from service quality evaluation to the monitoring of the whole service process. How to quantify and evaluate service performance has also become a key issue that major operators pay attention to. In this paper, A company as the research object, on the basis of analyzing the characteristics of A company optical fiber broadband service and the existence of the whole service quality of service is difficult to macro-control and other current problems. Based on the customer life cycle theory and SERVQUAL scale, this paper analyzes the influencing factors of the quality of service evaluation of optical fiber broadband service. The evaluation index system of optical fiber broadband service quality of A company with 22 specific indexes is constructed, and then the influence weight of evaluation index on service quality is determined by means of coefficient of variation and other methods. Finally, through the method of multi-index comprehensive analysis, the evaluation model of optical fiber broadband customer service quality is established to form a quantifiable evaluation mechanism for the special business of company A. then, from the point of view of weight, the loader and service quality are obtained. Accounting and fault repair are the links that A Company has a great influence on the service quality of the whole business in theory. The corresponding specific indexes include the reduction rate of fiber wide band loader, the fault repair rate and so on, and then introduces the index value factor. By using Boston matrix analysis and other methods combined with model analysis, the key control node of A company's optical fiber broadband service service is obtained, and the results are combined with the internal control domain of A company to form a striking key control and control chart. This paper provides the basis for A company to realize the goal of constructing the advantage of key business differentiation service, finally introduces the time series, suggests A company to set up the early warning value to the index value, provides the guarantee for A company to continuously improve the quality of service of optical fiber broadband service.
【學位授予單位】：華南理工大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F274;F626

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