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班组是一个企业最基层、最活跃的组织,也是企业各项工作的落脚点和具体实践者。对中国电信武汉分公司而言,100多个装维班组,1000多名装维人员,承担着近700万用户的装维服务工作,但大多是聘用制员工。基层班组管理水平和服务能力的提升,直接关系到电信整体服务质量和服务水平。2012年,武汉分公司提出,将装维人员主动离职率降低至5%以内,全年压降装维投诉50%。
Team is the most basic level of an enterprise, the most active organization, but also the foothold of the enterprise and the specific practitioners. For China Telecom Wuhan Branch, more than 100 teams and more than 1,000 teams of equipment maintenance personnel bear the loading service of nearly 7 million users, but most employ employees. Grass-roots team management level and service capabilities, directly related to the overall quality of service and service levels of telecommunications. In 2012, Wuhan Branch proposed to reduce the voluntary turnover rate of installed personnel to less than 5%, and complained about 50% of the total pressure drop in the whole year.