Translated Abstract
As the State Council proposed a ＂broadband China＂ strategy, the development of broadband market in China is facing a great historic opportunity. H mobile Corporation grasps this policy opportunity exactly and take broadband business development as the important drive of “promote integration, seek transformation and win in the competition ”。As a result, it has achieved remarkable achievement in broadband business development. However, it also suffers some difficulties in customer suffice and these difficulties has severely restricted its further development。Specifically, its promptness rate and the satisfaction in complaint handling in broadband customers are much less than the level of mobile business complaints . The customers have poor experience in the service process. The development of after-sale service can’t catch up with the development of broadband industry. This paper mainly studies on the management process optimization of broadband complaint for H mobile. Corporation
First，based on the process management theory and aiming at better customer suffice, it detailly examined the status of the customer complaint handling process from the total perspective and find out six problems in the existing processes by means of ASME method, process drawing method and internal staff interview，etc. These problems are the flowing: the complaint handling channels are not smooth, the complaint flow need to be simplified, the complaint handling system is inadequate, the quality control system is not sound, the complaint handling team need to be constructed, the active service and Internet service need to be strengthened. Second, with the principle of service standardization, service intelligence, service convenience and service control of the closed-loop system, the process optimization plan was proposed and implemented by using tools such as ESIA, benchmarking and Delphi method. After optimization, H mobile’s broadband complaint process is clear and smooth, the system support capacity is greatly improved, and the customer service become more standardized. Moreover, the key indicators including the online resolution rate of broadband complaints，the timely rate of complaint handling, the length of complaint handling and the rate of repeated complaints have been significantly improved and the efficiency of broadband complaint and the quality of solving problems have also been double lifted. All these further contributes to the improvement of customers＇ perception and promotes the sustained and healthy development of the broadband market.
In the whole, this paper has deeply researched on the process management of broadband complaint for H mobile Corporation. It is of great significance to reexamine the process of broadband complaint, to improve the construction of broadband service capacity,to shape the public praise of broadband service for H mobile Corporation.It can also help other telecom operators to improve their service. It’s no doubt that it will have an positive effect on the improvement of broadband service quality and better people’s life in the whole society.
Translated Keyword
[Broadband Complaint Process Optimization]
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