上海電信公司市場(chǎng)營(yíng)銷與客戶服務(wù)關(guān)鍵流程研究.pdf

1、復(fù)旦大學(xué)碩士學(xué)位論文上海電信公司市場(chǎng)營(yíng)銷與客戶服務(wù)關(guān)鍵流程研究姓名：張保然申請(qǐng)學(xué)位級(jí)別：碩士專業(yè)：工商管理指導(dǎo)教師：呂巍20021101!型!!!堂堡叢圭塑皇墮竺重史塹重塑蘭查生!!墨萎堡墮矍!!墨AbStractTheChina’stelecommunicationsindustryhasalonghistoryofmonopoly：Itisalsoanindus仃ythathasbeenaccusedbythegovernmente

2、xpels，professorsandtheconsumersformanytimesNowthesplittingandrestructuringofChina’stelecommunicationsindustryisoverforthemomentButforChinaTelecom，thereformationhasstartedjustnowAstheleaderofChinaTelecomGroup，ShanghaiTele

3、combroughtforwarditsbrilliantstrategictargetsinthreetofiveyearsWithparticipationinWjrldTradeOrganization，theChinesetelecommunicationsmarketwillbemoreopenandthecompetitionwillbemoresevereInfact，therearemanyproblemsintheop

4、erationcourseofShanghaiTelecomwhichwillbringrigorouschallengestotherealizationofitsstrategictargetFacingthenewsituationShanghaiTelecommustthrowitselfinfurtherreformandinnovationThus，bowtoenvisageandsolvealltheproblemsini

5、tselfforShanghaiTelecomHowtonarrowthegaponmanagementbetweenShanghaiTelecomandinternationalcompetitorsassoonasimpossibleAndhowtoimproveShanghaiTelecom’scapabilityofinternationalcompetitionsWithallthesequestions，inthispape

6、rwewilltrytostudyShanghaiTelecomonthekeyprocessesofitsmarketingandcustomerservice，includingtherelatedorganizationstructuresThepaperisaimedatasystemicanalysisandassessmentofthekeyprocessesofmarketingandcustomerserviceinSh

7、anghaiTelecombasedonthemethodologyof“BPM”bythemeansofempiricalandtheoreticalstudyThepaperpointsoutthemainproblemsinthekeyprocessesofmarketingandcustomerserviceincludingtherelatedorganizationstructuresAlso，thispaperpresen

8、tsonepossiblesolutiontosolvetheproblemsandimprovetheprocessesThroughtheanalysisandstudywehopetofindagoodwaytopushthefurtherreformandinnovafioninshanghaiTelecomandChinaTelecomKeywords：ShanghaiTelecom；KeyProcess；Organizati