On the analysis of customer response work in the transformation and development of telecommunications in Ningxia

[Paper Keywords] responding to customer demand, network programs, quality analysis
[Abstract] This paper describes the work of responding to customer demand in Ningxia, transformation and development of telecommunications, how to respond to customer's business needs, and how to adjust according to market demand of work responding to customer demand, and how to improve the quality of work responding to customer demand and efficiency improve customer service satisfaction and loyalty.


0. Overview
2006-2009 is the implementation of enterprise strategic transformation of China Telecom, a major four-year, with the deepening of enterprise reform, operating system innovation, continuously push forward the precise management, business process and restructuring to optimize; customer response to the work to actively adapt to business transformation new situation, development goals around the company, implement the new operation and maintenance system, combined with business to establish a "market-oriented, customer-focused, benefit as the goal" mode of operation of the new requirements, the use of precision management concepts, improve and strengthening of basic management. closely around the "Three Faces" (for customer-oriented networks, for management), work in responding to customer demand continue to regulate the admissibility of customer business process requirements, the various marketing channels to the front business needs before, during and after sales of full service, urging confirmation process improvement resources, strengthening effective feedback mechanism to maintain the business sector on the back of the coordination and control, to speed up the response speed to market demands, strengthen open and difficult obstacles to the full control of the work, so that services are effectively protected before and after the end of the link to do to solve front end of the interface problems, the internal service chain and close integration of external service chain. strive to do the work the customer response to service fulfillment.

1. In the customer-facing aspects. Strengthen the great customer service support at the same time, and always will raise the awareness of service satisfaction throughout their daily work
From both the business needs of front-end client manager, or to open the business needs of enterprise, are treated equally, with a strong sense of responsibility to be taken seriously. And according to different customer base and customer demand for front-end sales channels to provide personalized services, differentiated services, customer demand for standards, to provide "tailored" type of solution. such party, government, military, financial and other important group of customers, as customers real-time network, security, confidentiality and the rate of are higher, and the maintenance of the network service indicators are higher, so most is the use of dual-route fiber optic cable access, equipment and more traditional SDH transmission equipment ten MSTP, COPS and other green way of networking. on the chain of department stores, car stores and other commercial customers, as the network bandwidth requirements and real-time requirements higher, network security, security is relatively low, generally use the VPN, VPDN, MPLS-VPN and other IP MAN to address user needs. For the bar , hotels, private and other individual customers according to the customer in which the regional, industry characteristics, size and other characteristics and application requirements to provide business solutions to customers. to allow customers to fully realize the advantages of China Telecom's network and services.

2. In network-oriented and actively work to implement customer network optimization
2.1 The core of the engine room for the client's remediation work. As the situation client devices, network conditions, electricity situation is more complicated, the client maintenance staff technical capacity varies, but most of the circuit fault occurs on the client. So Ningxia Telecom In order to improve the client network device security, improve the circuit's availability, combined with the group of important customers maintain the division level, to district-level key customers the Core room for a three-line improvement work and the cable route adjustment, improve the network the carrying capacity and operational safety. while in the principles of light into the back of copper on the transformation of the rural transport network was working to improve the four large customers of the access network capacity. reposted elsewhere in the Research Papers Download http://www . hi138.com 2.2 specification customer circuit speed, migration, cutover process. customer service after the inevitable face started to move, shift, change and so on. Customer Network speed often faced with the reorganization of the network structure, equipment replacement, so the development of large-scale network speed of the program, in conjunction with customers to structure the new network convergence, Telecom's existing networks, as well as the situation has invested in equipment, the company invested the cost of other aspects of the situation to consider speeding. customer base equivalent circuit of the new migration, therefore need to charge the appropriate relocation costs. customer circuit speed, migration needs to establish a reasonable, feasible, packing the cutover plan needs to include the situation of the original network, circuit routing information, cutover time, steps, and back contingency plans for circuit core nodes generally requires more pre-cutover test, no problems, then started missing cutover. Network speeding, migration, cutover program needs and communicate with many customers agree and then implement this security interests of both parties, specifying the duties and tasks, for later formally cleared roadblocks.

2.3 In addition to providing simple equipment operation instruction manual, but to regular customers of new telecommunication services and technical training, so that the client's maintenance personnel to master the simple to determine fault the basic knowledge, through telephone communication simple troubleshooting, reducing maintenance personnel burden. while under the group of key units big customers inspection work, according to company specification requirements of differentiated services network operations to provide customers with analysis and regular test reports, to do pre-screening, pre-repair, eliminate network security risk.

3. Oriented management. To take five steps, clutching the basic management work, according to market demand, the adjustment process to adapt to business development in transition
3.1 based on customer demand for information technology, combined with status of network resources, improve the resource confirmation process, a reasonable construction of network resources.

3.2 streamline service fulfillment processes, developed and issued the company opened the bandwidth-based business management assessment methods, standardized behavior before and after the end of a clear response to the various departments in the business, opening the process of duties, and work order response time under the rate of accuracy assessment of various departments, supervise the quality and quantity of various departments to complete customer service response time and work. and all of the new lease to open circuit, open circuit in accordance with delivery requirements of the company, to provide circuit test report. to achieve customer satisfaction, rest assured , so that customers perceive the services of China Telecom.

3.3 organize and coordinate the departments for the customer network inspection work, in accordance with the requirements of differentiated services, regular analysis of customer network operation. Strengthen the major obstacle to the control of difficult obstacles to work, and failure analysis report presented to the user. Constantly improve the customer level information to ensure that circuit to send barrier systems and resource management system accurately linked.

3.4 The analysis, evaluation, tracking the completion of project implementation, the service response time to solve the problem, establish and improve information feedback mechanism to enhance the management and control of all aspects, so that timely communication before and after the end of the process of opening the business exceptions.

3.5 establish and improve early-warning system resources. Regular use of network resources, early warning on resources, analysis, and construction advice, grab the front, dry to the front, so that you can do to respond to customer needs, to seize the market.

The management of all aspects of the above, in order to gradually make the front of each channel account managers establish a corporate cost-consciousness, so that the back-end maintenance department staff to establish a standardized service and revenue efficiency awareness. By focusing on the use of network resources and reasonable dispatch, and give full play telecommunication network resources. Use TI 'support systems, process flow service response, all departments in improving labor productivity while improving customer satisfaction, achieve business and customer win-win and mutual benefit. responding to customer demand long way to go, according to market needs changes in demand mode, the need to constantly move forward and develop. reposted elsewhere in the Research Papers Download http://www.hi138.com