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中国移动吉林公司客服中心成立于2003年5月13日,现有员工1000余人,共有35个班组,承担着10086、12580以及电子渠道的服务工作。员工平均年龄22岁,97%为派遣制员工,岗位重要、学历不高、年龄偏小是这一群体的普遍特点。基于这些特点,如何建立科学合理的活性机制释放员工能量?客服中心从激活班组活力入手,实施了班组建设工程。以完善一个机制、搭建两个平台、实施三项工程为手段,以提升班组自主管理能力为主线,有效促进了团队进步和生产运营,客户满意度逐年上升,2010年取得92.14的历史最好成绩,在全集团排名第二。
China Mobile Jilin Customer Service Center was established on May 13, 2003 and currently employs more than 1,000 people in 35 teams and undertakes 10086, 12580 and electronic channel services. The average age of employees is 22 years. 97% of them are staff members of dispatched staffs. Their positions are important, their qualifications are not high, and their younger age is a common feature of this group. Based on these characteristics, how to establish a scientific and rational activation mechanism to release employee energy? Customer service center from the activation of team activity, the implementation of the team construction project. To improve a mechanism to build two platforms, the implementation of the three projects as a means to enhance team management capacity of the main line to effectively promote the progress of the team and production operations, customer satisfaction increased year by year, achieved 92.14 in 2010 the best results , Ranked second in the group.