基于端到端服务质量管理体系的客户感知提升系统  

A customer perception enhancement system based on end-to-end service quality management system

作　　者：陶轶[1] 姚琨[1] 申程 TAO Yi;YAO Kun;SHEN Cheng(Service Management Department,China Mobile Group Guangdong Co.,Ltd,Guangzhou 510623,China)

机构地区：[1]中国移动通信集团广东有限公司服务管理部,广州510623

出　　处：《信息通信技术与政策》2020年第12期58-63,共6页Information and Communications Technology and Policy

摘　　要：面向以客户为中心和加速经济社会数字化转型,介绍了基于端到端服务质量管理体系的客户感知提升系统,该系统通过“系统融通+数据融合+端到端融智”的方式,在全国率先创新打造智慧服务中台,从管理、生产和客户三大视角,实现全方位数据可视、全过程标准可控、全员服务可赋能,降低外部监管成本、内部沟通成本、客户选择成本,确保客户声音能够真实地进行端到端传递和管控,有效提升客户感知。Facing the new circumstance of customer-oriented and the acceleration of economic and social digital transform,this paper introduces a customer perception enhancement system based on end-to-end service quality management system.By constructing an intelligent service platform featuring system connection+data fusion+end-toend fusion intelligence,three perspectives including management,manufacturing,and customers are established,to enable a full-perspective visualization and whole-process control by all the participants.In this way,not only the cost caused by external supervision,internal communication,and customer selection is reduced,but also the voices from customers can be really transmitted and controlled,which substantially improves the customer satisfaction.

关 键 词：端到端 服务质量 客户感知提升系统 

分 类 号：F626[经济管理—产业经济] F274