巴州电信“翼校通”欧亿·体育（中国）有限公司应用伴随服务体系研究

摘要

中国电信从2004年就提出战略转型,并持续不断地推出了一系

列的欧亿·体育（中国）有限公司应用,但由于欧亿·体育（中国）有限公司应用的差异化和每个本地网的独特性,造

成欧亿·体育（中国）有限公司应用伴随服务工作难的现状和困境,本文通过对巴州地区欧亿·体育（中国）有限公司

应用的拳头产品和明星产品——“翼校通”的伴随服务现状分析,提

出个影响伴随服务的若干个主要问题,从问题入手,一步步进行剖析,

提出四个主要策略来解决翼校通欧亿·体育（中国）有限公司应用伴随服务难的问题,并取得

了一定的效果。

论文从翼校通欧亿·体育（中国）有限公司应用的各方面知识入手,然后介绍了翼校通在

巴州电信市场的竞争环境,伴随服务和支撑现状,通过各类调查和数

据分析,得出一系列的伴随问题,针对问题提出了本论文的研究方向,

研究共分四部分,第一部分,怎样建立一个健全的伴随服务的虚拟团

队,第二部分如何能让人员快速适应与达到岗位与技能要求,第三部

分,如何建设一个电信级的翼校通平台,第四部分,利用QC小组的

方法来提升翼校通服务能力。论文使用虚拟团队和QC小组活动等各

种理论知识,论证问题的解决方案,通过具体实施,理论联系实际,

最终解决了伴随问题,提升了客户的感知度和客户的满意度,最终达

到用户爱用,离不开翼校通欧亿·体育（中国）有限公司应用的效果。

关键词:巴州,翼校通,欧亿·体育（中国）有限公司应用,虚拟团队,QC小组

I

北京邮电大学工商管理硕士专业学位论文

RESEARCH OF BAZhOU TE1ECOM YIXIAO

TONG,,INDUSTRY APPLICATION AND INCIDENTAL

SERVICES SYSTEM.

ABSTARCT

From 2004,China telecom proposed strategic transformation and continue

to launch industry applications. Due to the differences in the industrial usage and

characteristics of every local network, this resulted in the current situation and

dilemma of the difficulty in supporting the industry application and incidental

services. This report aims to analyze the current YiXiaoTong Incidental

services of the leading and competitive products use in BaZhou area, highlighting

the key issues that affects the incidental services and propose four main strategies

to solve the issue.

This paper consists of seven chapters. Chapter 1 consists of the introduction

of the application of YiXiaoTong in the industry. Chapter 2 introduces the

current market situation and support of BaZhou YiXiaoTong industrial

application. Chapter 3 is on the analysis and discussion of the development of the

support system. Chapter 4 touches on the strategy and procedures on nurturing

personnel while Chapter 5 is a discussion on developing a carrier-class

YiXiaoTong platform and the management procedures. Chapter 6 is on the set

of strategy to improve the service of YiXiaoTong to improve the customer

satisfaction and Chapter 7 is the summary and forecast.

Keywords: BaZhou, “YiXiaoTong”,Industrial application,Virtual team, QCC

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