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1、中文摘要随着国内电信行业改革日益深化，电信市场竞争越演越烈，电信运营商的客户服务工作质量和运行效率受到了严峻考验。吉林铁通现有的客户服务体系架构和业务流程已远远不能满足竞争的需要，变革迫在眉睫。本文通过对吉林铁通客户服务流程的调查分析，总结了该公司客户服务业务流程现状存在的问题，并运用业务流程再造的相关理论和方法，从扁平化组织架构、科学整合资源、改变业务流程几方面入手，设计了吉林铁通客户服务业务流程再造方案。再造方案的主要内容是使吉林铁通建立起省、市、区三级联动的客户服务组织架构，改进客户服务支撑系统的功能，重点优化业
2、务咨询、故障处理、投诉处理三大类业务流程。为确保流程再造的顺利进行，论文中提出了围绕制度、人力资源、信息化、企业文化等方面进行建设的保障措施，力求加快市场响应速度、提高流程运行效率、加强客户服务质量，最终实现扩大市场份额、稳定在网用户、提升企业效益的目标。本次研究将为电信行业和其他服务行业业务流程再造提供借鉴，具有重要的理论价值和现实意义。关键词：电信行业客户服务流程再造业务流程IAbstractWiththedeepeningreformofthedomestictelecommunicationsindustry,
3、thetelecommunicationsmarketisbecomingmorecompetitive,telecomoperators,customerservicequalityandoperationalefficiencyofaseveretest.JilinTietongexistingcustomerservicearchitectureandbusinessprocesseshavebeenfarfrombeingabletomeettheneedsofthecompetition,thechangei
4、simminent.Inthispaper,asurveyofcustomerserviceprocessesinJilinTietonganalysis,summeduptheproblemsofthecompany'scustomerservicebusinessprocessstatus,andapplythetheoriesandmethodsofbusinessprocessreengineering,organizationalstructurefromtheflat,theintegrationofsci
5、enceandresources,changeafewofthebusinessprocessesaspects,thedesignofJilinTietongcustomerservicebusinessprocessreengineeringprogram.TherecyclingprogramistoestablishJilinTietongthreelinkageofcustomerserviceintheprovinces,municipalitiesanddistrictorganizationalstru
6、cture,improvecustomerservicesupportfunctionofthesystem,focusonoptimizingbusinessconsulting,troubleshooting,complainthandlingbusinessprocessesofthethreecategories.Toensurethesmoothprocessreengineering,thepaperproposedprotectionmeasuresaroundthesystem,humanresourc
7、es,informationtechnology,corporatecultureandotheraspectsofconstruction,andstrivetospeedupmarketresponsespeed,processoperatingefficiency,enhancecustomerservicequality,andultimatelyexpandmarketsharestabilityinthenetworkusers,improvebusinessefficiencygoals.Thestudy
8、willbebusinessprocessreengineeringofthetelecomindustryandotherserviceindustriestoprovideareference,hasimportanttheoreticalvalueandpracticalsignificance.Keywords:Telec
