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本文通过分析中国移动公司外部环境变化以及自身运营短板,指出建设集团客户信息服务虚拟团队是公司应对全业务竞争、实现集团客户规模拓展的有效手段和必然选择。本文以虚拟团队绩效影响因素模型(FPV模型)为理论基础,提出了中国移动通信公司集团客户服务团队管理模式,并就管理制度、工作流程、培训体系及支撑平台建设等方面提出了具体的策略建议。
This paper analyzes the change of external environment of China Mobile Corporation and its short-run, and points out that constructing virtual customer information service team is an effective means and an inevitable choice for the company to cope with full-service competition and expand the scale of its customers. In this paper, based on the FPV model of virtual team performance, this paper puts forward the management mode of customer service team of China Mobile Communications Corporation Group Corporation and puts forward specific strategies on the management system, work flow, training system and support platform construction Suggest.