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电信行业步入全业务经营时代后,企业的通用能力优势逐渐丧失,而以服务为代表的专属能力将逐渐成为提升绩效、实现差异化发展的关键。因此,各电信运营企业愈来愈重视服务工作,积极探索、构建和优化服务运营体系。本文结合eTOM框架和电信运营企业的服务工作实际,构建面向客户的电信服务运营体系地图以及电信服务提供模型。
After the telecom industry entered the era of full-service operation, the general advantage of enterprises gradually lost. The exclusive ability represented by service will gradually become the key to improving performance and realizing differentiated development. Therefore, all telecom operators pay more and more attention to service work, actively explore, construct and optimize the service operation system. In this paper, based on the actual work of eTOM framework and telecom operators, this paper constructs a customer-oriented service map of telecom service and a model of telecom service provision.