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近几年来,山东移动通信公司各项工作取得了突飞猛进的发展。从网络建设情况来看,山东移动网络总容量已突破1000万门,圆满完成了“村村覆盖”工程;从用户数量来看,山东移动手机用户总数已接近800万,居全国第4位;从业务发展来看,山东移动以短信、GPRS为代表的数据及增值业务发展迅速,新业务应用由1999年的不足10项增加到了现在的百余项;从服务网点来看,业务受理和收费网点由1999年的2349个增加到现在的41831个(含银行网点),翻了4番多。 颇为引入注目的是,在中国移动通信集团公司、香港公司组织的客户满意度调查中,山东移动综合得分始终位居全国前三位;在中质协组织的全国客户评价活动中,山东移动连续获得“全国用户满意服务”、“全国用户满意企业”称号;在连续三年的全国网络质量综合大检查中,山东移动的成绩均位居全国前列。 山东移动之所以能取得令人瞩目的成就,关键在于企业能够及时转变经营和管理观念,积极进行机制创新和流程再造,实施知本管理与精确管理,构建有自身特色的企业文化。本期的“运营专题”,重点对山东移动实施“双领先”战略的思路和企业管理、网络优化等方面的经验进行了介绍。
In recent years, Shandong Mobile Communications has made rapid progress in all aspects of its work. From the network construction situation, the total capacity of Shandong mobile network has exceeded 10 million, the successful completion of the “village coverage” project; from the number of users, the total number of mobile phone users in Shandong has been close to 800 million, ranking fourth in the country; From the business development point of view, Shandong Mobile to SMS, GPRS represented by the rapid development of data and value-added services, new business applications from less than 10 in 1999 increased to now more than a hundred items; from the service point of view, business acceptance and fees The number of outlets increased from 2,349 in 1999 to the present number of 41831 (including bank outlets), more than quadrupled. Quite notably, in China Mobile Group Corporation, Hong Kong company’s customer satisfaction survey, Shandong Mobile overall score has always ranked the top three; in the national quality evaluation of the Organization’s Association of customers, Shandong Mobile We have successively won the titles of “National Customer Satisfaction Service” and “National Customer Satisfaction Enterprise”. In the three consecutive years of nationwide network quality comprehensive inspection, Shandong Mobile ranks the top in the nation. The key reason why Shandong Mobile can make remarkable achievements is that enterprises can change management and operation concept in time, actively carry out mechanism innovation and process reengineering, realize knowledge management and precise management, and build their own unique corporate culture. This issue of “Operational Topics” focuses on the Shandong Mobile implementation of “dual leadership” strategy ideas and business management, network optimization and other aspects of the experience were introduced.