M电信公司服务文化及其实施研究

【作者】 张伟；

【导师】 陈旭；

【作者基本信息】 电子科技大学 ， 工商管理， 2008， 硕士

【摘要】 入世以后,随着全球经济一体化步伐的加快,电信行业的国内和国际竞争空前激烈。一方面,国外同行依靠强大的技术力量和先进的管理水平不断发展壮大,对中国电信市场步步紧逼;另一方面,国内电信市场经过重组后形成了六大电信运营商相互竞争的新格局。在此种背景下,尽快提高中国电信的企业管理水平,增强中国电信的综合竞争实力已成为刻不容缓的课题。以企业文化理念为代表的文化管理方式是当代管理学理论的重大突破,众多企业的成功经验证明:建设优秀的企业文化是企业发展的必经之路。本文结合中国电信实际特点,通过对M电信分公司公司企业文化现状的诊断分析,提出中国电信企业文化与M电信分公司公司实际相结合的服务文化是完善M电信分公司内部管理、提高M电信分公司竞争力的有力武器,是提高M电信分公司企业服务品质的关键所在。本文首先从M电信分公司企业文化现状出发,采用资料收集、访谈和调查问卷等定性和定量相结合的方法对M电信分公司当前企业文化进行了诊断和评估;然后根据现状诊断和评估的结果,总结和凝练了适合M电信分公司当前发展的服务文化;最后,以服务规范建设、营业厅职能转型、宽带品牌建设为落脚点,对服务文化加以实施,为中国电信的企业文化建设提供了富有现实意义的解决方案。更多还原

【Abstract】 With the speeding pace of Economical Globalisation, international and national competitions of the telecommunication are becoming more and more intense. On the one hand, depending upon the formidable technical forces and the advanced management level, overseas colleagues unceasingly grow more rivalrous which press on the domestic telecommunication market step by step. On the other hand, the domestic telecommunication market has formed the new pattern of six telecom operators competing with each other after the reorganization. Under this kind of background, it is becoming a urgent topic that enhancing the business management level of CHINA TELECOM and strengthening its synthesis competition as soon as possible.Enterprise Culture Idea (ECI), which has been seemed as the representative of cultural management way, is the significant breakthrough of modern management theoretics. A large number of enterprises’ successful experience proved that constructing the outstanding Enterprise Culture (EC) is the way which enterprise development must be taken. This article unified the actual characteristics of CHINA TELECOM, through the analysis and diagnostication of the enterprise culture present situation which belong to M subsidiary company of CHINA TELECOM, proposed that the Service Culture which is composed of CHINA TELECOM’s and M subsidiary company’s EC is a powerful weapon of consummating the internal management of M company, and enhancing its competitive ability. At the same time, it is also a key to improve its service quality.Firstly, from the EC present situation of M subsidiary of CHINA TELECOM, quantitative and qualitative methods such as Information Collection(IC), Interview and Questionnaire Inquiry (QI) are used to diagnose and evaluate M subsidiary’s EC. Secondly, according to the results of diagnostication and evaluation, the Service Culture of M subsidiary which is suitable to the company’s development has been summarized and concluded. Finally, based on three aspects (the standard construction, business hall function reforming, and the brand construction of broad band), the Service Culture of M subsidiary has been implemented and which has provided the rich practical significance solutions for the Enterprise Culture construction of CHINA TELECOM.更多还原