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在深入学习实践科学发展观过程中,中国电信浙江公司温州分公司特别组织了六个调研小组对各基层单位进行了专题工作调研。其中一个小组的调研课题是“强化以客户为中心的理念,优化关键业务流程,做好产品、服务端到端的流程穿越,系统性解决客户服务和生产运营中的突出问题”。通过几个月的调研、分析和检查,分公司把影响企业品牌和客户感知的流程进行了梳理,并对一部分流程进行了优化,同时对目前一时难以解决、需要逐步优化的流程提出了整改思路和计划。
In an in-depth study and practice of the scientific concept of development, China Telecom Zhejiang Branch of Wenzhou organized a special team of six research groups to carry out special work on the grassroots units of research. One of the team’s research topics is “Strengthening Customer Centricity, Optimizing Key Business Processes, Delivering End-to-End Products, End-to-End Process Flow and Systematically Solving Prominent Issues in Customer Service and Manufacturing Operations.” Through several months of research, analysis and inspection, the branch has sorted out the processes that affect the corporate brand and customer perception and optimized some of the processes. At the same time, it has put forward the rectification ideas for the process that is currently difficult to be solved and needs to be gradually optimized And plan.