深圳市燃氣集團有限公司客戶服務運營管理研究.pdf

1、華中科技大學碩士學位論文深圳市燃氣集團有限公司客戶服務運營管理研究姓名：張萬杰申請學位級別：碩士專業(yè)：工商管理指導教師：郭碧堅2001.1.1華中科技大學碩士學位論文______一__l______o__l______l_________ll_lI__l___‘lo!!!!AbstractThethirdindustryhasbecomeamainindustryinmodemsocialeconomySHENZHENGASCORPsh

2、ouldnotevasiveinbuildinganewstrategyconceptofcustomerserviceorientedinfacetOthepostureofcompetitionthatismoreandmoresevereinthemarketofcityenergysupplyingInthisarticletheauthorexplainstheconceptofserviceanditsfourmaincha

3、racteristics，discussesthestyleandthecharacterofserviceingassupplyandthenexplainssomecontentsofmanagingserviceoperationsItreviewsthepresentactualityofserviceinGASCORP，andevaluatestherationalityofcompany’Sframeworkofservic

4、eItbringsforwardtheprojectsofredefiningbusinessesandfoundingCustomerServiceCentraltoputtheserviceprocessinorderandtoadvancetheefficiencyofserviceItbringsthestrategiesformanagingservicedemandthroughanalyzingthewave—charac

5、terofthedemands，forexample：usingreservationsystem，developingcomplementaryservices，promotingoffpeakdemand，andthestrategiesformanagingservicesupplNforexample：usingdailyorweeklyworkshifischeduling，crosstrainingemployees，usi

6、ngpart—timeemployeesetcAllabovestrategiescouldleadtoadvancetheIevelofserviceTheauthorsays：“employeeisthefirst’，thisfaithisthebasepointofstudyinginthisarticleItgivestosomepertinencemethodsinemployee’Sselection，training，em

7、powerment，etcToperfecttheserviceinstallationsisabasictaskinmanagingserviceoperationsWeshouldre—understandtheconceptaboutthepointofnetwork，andit’SnecessarytomakethegasserviceingastobecommunityandsocializationTheinformatio