广信呼叫中心流程管理创新分析-工商管理专业论文.docxVIP

华中科技大学硕士学位论文 华 中 科 技 大 学 硕 士 学 位 论 文 II II Abstract The call center industry in China started from the nineties, and entered into mature stage after twenty-year development. The industry has been in constant expansion and the competition grows increasingly fierce. Along with the expansion of the concentrated operation, the organization of the call center becomes more and more complicated, the division of process becomes more detailed, and the operation cost of an enterprise grow bigger and bigger. Therefore, the key factors that influencing the sustainable development of the call center are optimization of process management and improvement of operation management capability to enhance operation efficiency, control operation risk and reduce operation cost. The thesis carries out diagnosis to process management of the call center of Guangdong Gaungxin Communications Services Company Ltd. by comprehensive utilization of causal analysis, critical path method and empirical analysis as well as other analysis methods, and points out the three critical problems: 1. process planarization, unclear management targets, lack of dimensional control level concepts, and the process result that is difficult to obtain sound protection through control of the process; 2. the process executive personnel are unable to access to the learning path of knowledge and the standardized contents; the pace of cultivation of managerial staff is slow; and the management efficiency is hard to promote in fast speed; 3. weakness of process capacity. A set of process culture to support the process operation is not formed in the organization system; as a result, the process efficiency is difficult to improve fast. To build a process optimization system for the call center of Guangdong Gaungxin Communications Services Company Ltd. based on such foundation: firstly, on the basis of business characteristics of the process management of call center, and in accordance with the principles of process design o