Thông tin tài liệu
BO• GIAO DUC VA DAO TAO • • TRUONG DAI HOC KINH TE QUOC DAN ===_====0=_==_ Nguyen Thi Hai Yen TKWNG BHKTQD TT.THONG TIN THtJVIfG GIAI PHAP NANG CAO CHAT LUONG DKH VU KHACH HANG • • • SIT DUNG DICH VU VlfiN THONG CUA BLTU DIEN THANH PHO HA NOI ■ ■ ■ ■ ■ LUAN VAN THAC SI QUAN TRI■ KINH DOANH ■ ■ Chuyen nganh : QTKD Cong nghiep & Xay dirng GVHD : GS.TS NGUYEN DINH PHAN THS: TCT Ha noi - 2002 £01 CAM 09/ Luan van dupe phat trien va hoan thien vdi str giup da va hd trcr tan tinh cua cac cap Lanh dao, cac nha khoa hoc, cac Thay Co va dong nghiep Tac gia xin chan cam on va ghi nhan nhung gia tri quy bau Dac biet, tac gia xin tran cam on GS TS Nguyen Dinh Phan - Pho Hieu trudng trudng Dai hoc Kinh te Quoc dan da danh nhieu thcti gian de dinh hudng, xay dung, phat trien va hoan thien Luan van Trong suot thdi gian hon nam hoc tap, nghien cun, phat trien hoan LuSn van, tac gia tran ghi nhan va cam on su dong vien, hd trp, giup cua Ban Giam doc Buu dien Ha Noi, lanh dao Trung tarn dich vu khach hang, cac dong nghiep, gia dinh va ban be than hun Nhan dip tac gia xin gui den cac Thay Co Khoa Quan tri kinh doanh Cong nghiep va Xay dung, Khoa sau Dai hoc trudng Dai hoc Kinh te Quoc dan ldi cam on sau sic suot qua trinh tac gia tham gia thi tuyen, hoc tap va hoan thien ho so thu tuc bao ve Luan van Mot lan nua tac gia tran giri den cac Thay Co, cac cap Lanh dao, dong nghiep, gia dinh va than hiru su ghi nhan quy bau nhat va ldi cam ta sau sdc nhat Day la mot de tai nghien cun co tmh thuc tidn cao nhung rat phuc tap, ban Luan van chic chan khong tranh khdi nhung han che, thieu sot Tac gia rat mong nhan duqc su gop y, bo sung cua cac Thay Co, cac Anh Chi va cac Ban Xin chan cam on! MUC LUC ■ ■ I PHAN tM DAU n PHAN NOI DUNG Chuang : Mot so van de ly luan co ban ve chat luong dich vu khach hang vien thong 1.1 Dich vu khach hang va chat luong dich vu khach hang vi£n thong 1.1.1 Khai mem dich vu khach hang va chat luong dich vu khach hang 1.1.1.1 Khai niem dich vv va dich vu khach hang 1.1.1.2 Chat luong dich vu 1.1.13 Quan ly chat luong dich vv 1.1.2 Khai niem va dac diem cua dich vu khach hang kinh doanh dich vu viOn thong 11 1.1.2.1 Khai niem dich vv khach hang kinh doanh dich vvvien thong 11 1.1.2.2 Dac diem cua dich vu khach hang kinh doanh dich vu vien thong 12 1.1.3 Khai niem va dac diem cua chat luong dich vu khach hang viOn thong 13 1.13.1 Khai niem chat luong dich vv khach hang vien thong 13 1.13.2 Dac diem cua chat luting dich vv khach hang kinh doanh vien thong 15 1.1.4 Muc tieu quan ly chat luong va noi dung nang cao chat luong dich vu khach hang cua doanh nghiep kinh doanh dich vu Vi£n thong 18 1.1.4.1 Muc tieu cua quan ly chat luong dich vu khach hang viOn thong 18 1.-1.4.2 Noi dung nang cao chat luong dich vu khach hang viOn thong 19 1.1.5 Su can thiet cua viec nang cao chat luong dich vu khach hang vi£n thong 20 1.2 He thong chi tieu danh gia chat luong dich vu khach hang cua doanh nghiep kinh doanh dich vu viin thong .23 1.2.1 Cac tieu thhc danh gia ve mat dinh tinh 23 1.2.2 He thong chi tieu dinh luong 24 1.3 Nhhng nhan to anh hudng den chat luong dich vu khach hang cua doanh nghiep kinh doanh dich vu vi£n thong .27 1.3.1 Cac nhan to moi truong ben ngoai 27 1.3.2 Cac nhan to ben doanh nghiep 29 Chuang : Phan tick thtfc trang chat luong dich vu khach hang cua Buu dien Ha noi 2.1 Gioi thieu chung ve Buu dien Thanh Pho Ha noi 31 2.1.1 Chuc nang, nhiem vu va to chuc san xuat cua Buu dien TP Ha noi 11 Chhcc nang nhiem vv 31 2.1.12 To chCc sag xuat va he thong cung cap dich vu khach hang d Buu dien TP Ha noi 32 2.1.2 Ket qua hoat dong san xuat kinh doanh chu yeu cua Buu dien Ha noi ve linh vuc vi6n thong .36 2.1.3 Cac dac diem chu yeu ve nguon luc, vat chat ky thuat cua Buu dien TP Ha noi anh huong den chat luqng dich vu khach hang 40 2.1.3.1 Ve nguon nhan luc 40 2.1.3.2 ho sd vat chat ky thuat 41 2.1.3.3 Tai chinh 42 2.2 Thuc trang chat luong dich vu khach hang cua Buu dien TP Ha noi 43 Cong tac phat trien thue bao 44 Sira chua hu hong dien thoai f 46 Tra loi khach hang 46 Tinh cuoc 48 Quan ly toan cudc phi 48 Giai quyet khieu nai 50 Hoat dong marketing 54 2.3 Danh gia chat luong dich vu khach hang o BuudienThanh phoHa Noi 59 2.3.1 Ton tai cua chat luong dich vu khach hang BDHa Noi 59 2.3.2 Nhung nguyen nhan co ban anh huong den chat luong dich vu khach hang cua Buu dien TP Ha noi 61 Ch nong : Mot so giai phap chu yeu de nang cao chat luong dich vu khach hang sit dung dich vu vien thong cua Buu dien Ha noi 3.1 Muc tieu va phuomg hudng phat trien vi£n thdng cua Biru dien Ha noi 65 3.2 Mot so giai phap chu yeu nhdm nang cao chat luomg dich vu khach hang cua Buu dien Ha noi 67 3.2.1 Hoan thien to churc hoat dong dich vu khach hang cua BDHN 67 3.2.1.1 Hoan thien co cau to chile cua Trung tarn DVKH 67 3.2.1.2 Hoan thien he thdng thong tin ho trqDVKH 72 3.2.2 Thue hien quan ly chat luong bang tieu chuan quan ly chat luomg IS09000:2000 .’ 75 3.2.2.1 Su can thiet cua viec dp dung bo tieu chuan ISO 9000 cua BDHa Noi 75 3.2.2.2 Qua trinh xay dung va ap dung he thdng quan ly chat htdng theo tieu chuan ISO 9000: 2000 ' .’ ' 79 3.2.2.3 Nhitng hoat dong trudc mat nham dp dung ISO 9000: 2000 cua Buu dien Ha Noi ' ' .81 3.2.3 Nang cao chat luong doi ngu CBCNV cua BDHN 83 3.2.3.1 Doi moi nhan thitc cua CBCNV ve chat luong 83 3.2.3.2 Cai tien va nang cao chat luong tuyen dung lao dong 85 3.2.3.3 Tiep tuc doi mcfi, hoan thien cong tac dao tao 86 3.2.3.4 Hoan thien chinh sach phan plioi thu nhap, chu he thdng kich thich dong vien CBCNV hudng den nang cao chat luong 88 3.2.3.5 Khai thac tiem nang sang kien cua CBCNV, lien tuc edi tien chat luong89 3.2.4 Day manh cong tac marketing dich vu khach hang 89 3.2.4.1 Tang cudng cong tac cham soc khach hang 89 3.2.4.2 Cai tien, tang cudng cac hoat dong nghien ciiu thi trudng, quang cao, khuyen mai 94 3.3 Mot so kien nghi doi vdi nha nude va Tong cong ty BCVTVN 97 3.3.1 Cac kien nghi doi vdi Nha nude 97 3.3.2 Cac kien nghi doi vdi Tong cong ty 98 III PHAN KET LUAN 99 IV TAI LIEU THAM KHAO 101 DANH MUC CAC SO DO, BANG BIEU CUA LUAN VAN Hinh : Nhan thUc cua khach hang ve 4Ps Hinh 2: Moi-quan he giua ky vong cua khach hang va chat luong dich vu Hinh : Khai niem chat luong dich vu khach hang vien thOng 14 Hinh 4: To chuc san xuat cua Buu dien Ha Noi 32 Hinh : He thong cung cap dich vu khach hang cua Buu dien Ha noi 34 Hinh : Bieu tang truong thue bao dien thoai ca nude 37 Hinh : Bieu phat trien thue bao dien thoaicua BDHN nam 1997-2001 38 Hinh : Chi so khieu nai cua khach hang ve chat luong dich vu 51 Hinh 10: So to chuc san xuat cua Trung tam dich vu khach hang (moi) 70 Hinh 11 : Mo hinh quan ly nhieu chieu co giam sat lan 71 Hinh 12 : Mo hinh khai thac “ He thong tfnh cudc va cham soc khach hang” va tich hop cac chuong trinh cua he thong thong tin ho tro khach hang 74 Hinh 13 : So he thong quan ly chat luong 77 Hinh 14 :So cau truc he thong van ban theo ISO Trung tam Dich vu khach hang 78 Hinh 15 : Qua trinh thuc hien he thong quan ly theo tieu chuan ISO 9000 80 Hinh 16: Mo hinh he thong quan ly chat luong dua vao cac qua trinh theo tieu chuan ISO 9000:2000 81 Bang : Mot so chi tieu phat trien quan cua Buu dien Ha noi .39 Bang 2: Toc tang truong kinh doanh cua Buu dien Ha noi 39 Bang : Doanh thu vien thong / lao dong nam 1999 40 Bang : Chi phi cho hoat dong cham soc khach hang 43 Bang 5: Khoi luong dich vu khach hang dat duoc cua Buu dien Ha noi 43 Bang 6: Mot so ket qua hoat dong dich vu khach hang cua Buu dien Ha noi 52 Bang 7: Chi so chat luong dich vu khach hang cua Buu dien Ha noi 53 Bang : Ly khach hang lua chon dich vu Vinaphone va Mobiphone 54 Bang : Danh gia tong hop chat luong dich vu khach hang cua Buu dien Ha noi 57 MJ DAU Tinh cap thiet cua de tai nghien chu : Ngay nay, toan cau hoa va hoi nhap kinh te quoc te dang la xu the chung tren toan the gidi lam thay doi moi trudng kinh doanh cua cac doanh nghiep, cac doanh nghiep canh tranh cang manh me khong chi d tam quoc gia ma md rong khu vuc va quoc te Trong moi trudng canh tranh do, cac doanh nghiep phai tu doi mdi va vuon len khong ngdng de co the ton tai va phat trien Nhung tien bo vuot bac ve khoa hoc cong nghe cac linh vuc tin hoc , vien thong va truyen thong da lam xuat hien xu hudng hoi tu giua tin hoc - vien thong truyen thong nham thoa man nhu cau ve bung no thong tin xa hoi, xu hudng se dan den xuat hien nhieu doi thu canh tranh mdi, nhieu linh vuc kinh doanh mdi tren thi trudng buu chinh vien thong Buu dien Ha noi la mot don vi vien hach toan phu thuoc Tong cong ty Buu chinh vien thong Viet nam dang phai doi mat vdi su canh tranh gay gat vdi cac doi thu canh tranh ca nudc lan nudc ngoai Nang cao chat luong dich vu vdi muc dich lam cho khach hang vita long qua thu hut khach hang tham gia, su dung nhieu dich vu nham- tang them loi nhuan- la yeu to cong kinh doanh Dich vu khach hang chat luong cao la mot co hoi quan cho cac nha cung cap dich vu xay dung su trung cua khach hang Khach hang thudng coi dich vu khach hang la mot tieu chuan quan quyet dinh lua chon nha cung cap dich vu Chat luong dich vu quyet dinh su song doi vdi doanh nghiep kinh doanh dich vu noi chung va doi vdi Buu dien TP Ha noi noi rieng Mat khac, co nhung ton tai cua chat luong dich vu khach hang cua Buii dien Ha noi ma viec nghien cUu chat luong dich vu khach hang trd nen rat can thiet doi vdi don vi La can bo quan ly cua Trung tam Dich vu khach hang Buu dien Ha noi, tac gia mong muon he thong dich vu khach hang cua Buu dien TP Ha noi cang hoan thien hon, nham on dinh san xuat kinh doanh, dam bao cho su tang trudng va phat trien ben vung cua doanh nghiep moi trudng canh tranh Vi vay, van de nang cao chat luong dich vu khach hang duoc tac gia chon lam de tai nghien cuu cua luan van Muc dich nghien curu cua de tai: Td cac ly luan co ban ve quan tri chat luong dich vu khach hang tac gia phan tich thuc trang chat luong dich vu khach hang cua Buu dien Ha noi, lam ro su can thiet phai nang cao chat luong dich vu khach hang va de xuat mot so giai phap co ban de nang cao chat luong dich vu khach hang cua Buu dien Ha noi Doi tugng va pham vi nghien curu cua de tai: Luan van nghien cuu cac van de ve chat luong dich vu khach hang cua doanh nghiep kinh doanh dich vu vien thong, bao gom viec nghien cUu cac moi quan he giua khach hang va nha cung cap dich vu, dich vu khach hang cua doanh nghiep kinh doanh dich vu vien thong, ve co cau to chuc va viec cung cap dich vu cho cac khach hang su dung dich vu vien thong cua Buu dien Luan van nghien cUu cac van de ve chat luong dich vu khach hang pham vi cung cap dich vu vien thong cua Bun dien Ha noi Phuong phap nghien curu : Luan van su dung tong hop cac phuong phap nghien cuu: phuong phap vat bien chUng, ket hop giua logic va lich su, phan tich va tong hop; phuong phap phan tich he thong; phuong phap dieu tra, thong ke; khao sat thuc te de nghien cuu Trong do, phuong phap nghien cuu chinh la khao sat thuc te cong tac dich vu khach hang, phong van khach hang, phong van lanh dao va nhan vien thuoc Trung tam Dich vu khach hang Buu dien Ha noi, tham khao y kien chuyen gia Td ket qua viec phan tich, danh gia, dung phuong phap suy luan, khai quat hoa de dua ket luan va xay dung nen nhung giai phap co tinh he thong nham nang cao chat luong dich vu khach hang cua Buu dien TP Ha noi Nhung dong gop khoa hoc cua luan van : - He thong hoa cac ly luan co ban ve chat luong dich vu khach hang cua doanh nghiep kinh doanh dich vu Neu len van de chat luong dich vu khach hang linh vuc vien thong - Phan tick thuc trang chat luong dich vu khach hang sd dung dich vu vien thong cua Buu dien Ha noi - De xuat mot so giai phap chu yeu de hoan thien he thong dich vu khach hang va nang cao chat luong dich vu khach hang sd dung dich vu vien thOng cua Buu dien TP Ha noi Ket cau cua luan van Ngoai ldi noi dau, phan ket luan va danh muc cac tai lieu tham khao, noi dung luan van chia lam chuting nhu sau: Chuting : Co sd khoa hoc ve chat luong dich vu khach hang cua doanh nghiep kinh doanh dich vu vi6n thong Chuting : Phan tfch thuc trang chat luong dich vu khach hang si dung dich vu viSn thong cua Buu dien Ha noi Chuting : Mot so giai phap chu yeu de nang cao chat luong dich vu khach hang si dung dich vu vifin thong cua Buu dien Ha noi CHVONG1 MOT SO VAN DE LY LUAN CO BAN VE CHAT LUONG DICH VU KHACH HANG TRONG VI^N THONG 1.1 DICH VU KHACH HANG VA CHAT LU0NG DICH VU KHACH HANG TRONG VlfeN THONG 1.1.1 Khai niem dich vu khach hang va chat luong dich vu khach hang 1.1,1,1 Khai niem dich vu va dich vu khach hang Co nhieu quan niem khac ve dich vu nhung tuu trung lai co may each hieu bien sau: Theo quan diem truyen thong: Nhung gi khong phai nuoi trong, khong phai san xuat la dich vu, no bao gom cac hoat dong: khach san, tiem an, hieu stra chua; giai tri, bao tang; cham soc siic khoe, bao hiem; tu van, giao due, dao tao; tai chinh, ngan hang; ban buon, ban le; giao thong van tai, cac phuong tien cong cong ( dien, nudc, viSn thong ); khu vuc chinh phii (toa an,canh sat, quan doi, curu hoa ) Theo each hieu bien: Dich vu la mot hoat dong ma san pham cua nd la vo hinh Nd giai quyet cac mo'i quan he vdi khach hang hoac vdi tai san khach hang sd huu ma khong cd su chuyen giao quyen sd hiru Theo ISO 9000 thi “ Dich vu la ket qua tao cac hoat dong tiep xue giua ngudi cung ung va khach hang va cac hoat dong noi bo cua ngudi cung ling de dap ling nhu cau cua khach hang” Dich vu khac han vdi san pham hang hoa Doi vdi san pham hang hoa, dau vao la nguyen vat lieu, ban pham, lao dong, thiet bi , sau qua trinh san xuat cd sir dung cac nguon luc nhu lao dong, nang luong, thiet bi, nha xudng, vat lieu thi dau la hang hoa sin sang de ban thi trudng Con doi vdi dich vu, dau vao la nhung khach hang cd nhu cdu, sau qua trinh phuc vu cd sir dung nguon luc hien va an thi dau cung chinh la khach hang ve vdi ft nhieu thoa man Cd the noi, dich vu khach hang la mot hoat dong xa hoi ma hoat dong da xay mdi quan he true tiep giua khach hang va dai dien cua cong ty cung dng dich vu Thue chat dich vu khach hang la : hudng cac hoat dong cua chuong trinh dao tao can tang them thdi gian thuc hanh, khao sat, tiep xuc thuc te vdi cac thiet bi co cong nghe mdi Vdi lao dong ky thuat can lay nang suat, hieu qua lam thudc ket qua lao dong Hinh thdc dao tao doi ngu nen to chdc cac khoa dao tao, tap huan tap trung dai han, ngSn han tai cac trudng ldp bdi dudng ky thuat nghiep vu cua Buu dien Ha noi hoac cua nganh - Doi vdi cong nhan khai thac, giao dich: can duqc dao tao cac ky nang ve khai thac dich vu, xu ly nghiep vu va nen khuyen khfch nhan vien co' gang hoc hoi nang cao trinh va ky nang giao tiep, xu ly tinh huo'ng Ngoai ra, day la bo phan lao dong true tiep tiep xuc vdi khach hang, la noi the hien hinh anh cua doanh nghiep, nen can bo sung tang cudng cac chuong trinh dao tao ve marketing va lam cho mdi ngudi deu nhan thdc ro nhung nguy co cua hoi nhap va canh tranh, thay doi cung each kinh doanh phuc vu de mdi giao dich vien, cong nhan chiem duqc niem tin yeu cua khach hang Ngoai ra, doi vdi CBCNV ciia Trung tam Dich vu khach hang d bo phan giao dich, giai quyet khieu nai va tra ldi khach hang edn phai duqc dao tao ve ky nang cham soc khach hang va can thudng xuyen bo sung kien thdc ve cac nghiep vu vidn thong, phai tinh thong nghiep vu de giai dap, tra ldi va hudng dSn khach hang su dung dich vu, lam khach hang hai long Buu dien Ha noi can cd chuong trinh ke hoach dao tao, tap huan hang nam cho CBCNV cua Trung tam Dich vu khach hang ve ky nang giao tiep, nghiep vu vidn thong va quan ly chat luqng dich vu khach hang, phai to chdc de tat ca CBCNV duqc tham du day du cac ldp tap huan tren ft nhat llan/lngudi/1 nam Hinh thdc dao tao nen la cac khoa bdi dudng nghiep vu ngdn ngay tai don vi, vdi cac giang vien cd the la lanh dao don vi hoac can bo tai cac phong chdc nang, cac cong ty cd lien quan Ben canh do, hang nam cung nen to chdc cac hoi thi “Nhan vien giao dich gidi” th cap co sd, den cap Buu dien Ha noi va toan nganh, danh phan ldn cho viec xb ly tinh huo'ng giao tiep vdi khach hang de nang cao ky nang giao tiep, tinh than hoc hoi, tu tien bo cac nhan vien dich vu khach hang De qua trinh dao tao, huan luyen dat hieu qua cao don vi can chu dong lap ke hoach dao tao cu the va chat che theo yeu cau cua cong viec tung bo phan dua tren co sd xac dinh nhu cau dao tao cua CBCNV d cac bo phan Dam 87 bao cac vien don vi duoc dao tao, huan luyen thich hop nhat, co du trinh va ky nang can thiet cho cong viec ma ho dam nhan Trong thdi gian toi, Buu dien Ha noi nen tap trung dao tao de dan dan doi mdi ca'u true lao dong theo hudng tang ty doi ngu can bo cd tri thdc cao, giam dan ty lao dong la cong nhan va lao dong chua qua dao tao, chu dao tao mot sd chuyen gia dau dan cac linh vuc quan ly, ky thuat, khai thac 3.2.3.4 Hoan thien chinh sach phan phoi thu nhap, chu he thong kich thich dong vien CBCNV hudng den nang cao chat luong Chfnh sach phan phoi thu nhap phai dam bao khuyen khich nang sudt lao dong, gdn lien ket qua ve chat luqng vdi viec phan phoi tien luong, tien thudng, can xoa bo che binh quan chu nghia phan phoi thu nhap Tir cuoi nam 2001, Tong cong ty va Buu dien Ha noi da cd mot budc cai tien vd chfnh sach phan phoi tien luong theo ket qua lao dong ma ho cong hien nhung viec theo doi de danh gia hieu qua, cha't luqng lao dong cu the cua timg lao dong lai chua thuc su minh bach, ro rang nen van ton tai tfnh chat phan phoi binh quan chu nghia Do do, can phai thuc hien cai each co che phan phoi thu nhap dua tren cac tieu thdc: nang suat, chat luqng, hieu qua- nhung ngudi lam viec cd hieu qua, dat nang suat cao, cd chat luqng se duqc dai ngo, hudng luong thudng luqng lao dong duqc chfnh xac Ben canh chfnh sach phan phoi tien luong can bo sung them quy che thudng de dong vien nhung ngudi lao dong cd nhieu sang kien lao dong san xuat, dat nang sua't lao dong cao, cd nhieu cong hien vao ket qua san xuat kinh doanh cua don vi Ddng thdi, can quy dinh che uu dai, khuyen khfch vat chat cho CBCNV la chuyen gia gidi, cho nhung lao dong cd ddng gop vao doi mdi cong nghe mang lai hieu qua thiet thuc va chfnh sach thu hut chuyen gia gidi vao lam viec tai Buu dien Ha noi Ngoai viec khuyen khfch bang vat chat, Buu dien pho' Ha noi can cd chfnh sach cham lo phuc lqi, ddi sd'ng van hoa tinh than cho CBCNV, giup ho dat 88 duoc sir can bang on dinh giua cong viec va cuoc song rieng tu No tao nen tinh cong dong, huong vao nhan van, tao n£n tang cho su gan bo lau dai cua CBCNV vdi doanh nghiep 3.2.3.5 Khai thac tiem nang sang kien cua CBCNV, lien tuc cai tien chat luong Buu dien Ha noi can tao dieu kien cho tat ca cac vien phat huy dupe tmh nang dong sang tao, nang cao tinh than trach nhiem cong viec, khai thac tiem nang sang kien cua ho nham cai tien lien tuc he thong quan ly chat lupng dorn vi va dat den su hoan thien chat lupng dich vu Cac nha quan ly can hudng dan, dong vien, khuyen khfch nhung nd luc, co gang cua nhan vien viec phat huy sang kien, cai tien cong viec Can tao khong tin cay, hop tac tap the de CBCNV thang than trinh bay y kien cua minh Don vi nen danh gia va xet thudng xumg dang cho cac sang kien (ngay ca trudng hop sang kien khong dung dupe cung nen cd thudng sang kien va cd nhung hinh thurc kich thich dong vien thich hop de ho manh dan nghien ciru sang kien khac), va cd phan thudng dac biet danh cho nhung ngudi cd nhieu sang kien nhat nam Nen coi cac sang kien dong gop la mot tieu chuan quan xet tang luong, de bat hoac cd di hoc 3.2.4 Day manh cong tac marketing dich vu khach hang 3.2.4.1 Tang cudng cdng tac cham sdc khach hang Cham sdc khach hang vdi muc dich lam cho khach hang hai long qua thu hut khach hang tham gia, su dung nhieu dich vu nham tang them lpi nhuan - la yeu td cong kinh doanh Bdi vay, cac nha cung cap dich vu viOn thong can dau tu va quan tam cong tac mot each thoa dang mdi cd the dap ung yeu cau thuc te moi trudng canh tranh Hoat dong phuc vu va cham sdc khach hang cd vai trd cue ky quan trong dich vu khach hang bdi vi moi trudng canh tranh khach hang luon cd the thay doi va cd quyen lua chon nha cung cap, ho thudng danh gia chat lupng dich vu cua nha cung cap chu yeu la qua each ma ho dupe phuc vu Do do, de tri, thu hut khach hang va chiem linh thi trudng Buu dien Ha noi can phai nang cao chat lupng cham sdc khach hang d tat ca cac khau qua trinh san xuat 89 Sau cung cap dich vu cho khach hang, can phai lam tot cong tac bao hanh sira chua, nhanh chong xu ly khac phuc su co mat lien lac cho khach hang Khi khach hang khieu nai, can co su phoi hop chat che giua cac don vi lien quan de xac dinh dung nguyen nhan, giai quyet nhanh chong, thoa dang cho khach hang Doi vdi cac khieu nai ldi ciia khach hang, can chi rd cac nguyen nhan ddn den khieu nai va hudng dan khach hang each phong tranh Doi vdi cac khieu nai ldi cua Buu dien can nhanh chong khac phuc dirt diem nhung sai sot, neu gay thiet hai cho khach hang doanh nghiep phai chiu trach nhiem bdi thubng theo quy dinh Can nang cao chat luong tra ldi khieu nai va rut ngan thbi gian tra lbi khieu nai va Buu dien Ha noi can ban hanh mot sd co che giai quyet khieu nai cho Trung tam Dich vu khach hang va cac don vi tham gia cung cap dich vu de phu hqp vdi tinh hinh mdi Buu dien Ha noi can xay dung cac chuong trinh cham soc khach hang theo cac hudng cham soc tir xa hoac cham soc khach hang theo kieu tiep can bang each to chdc nhidu cuoc gap mat vdi khach hang hoac dua nhieu dich vu mdi hon nua de khach hang thay gan bo va thay khong can phai thiet lap mot mdi 90 quan he mdi vdi mot nha cung cap mdi, va can phai phan khach hang theo tiing cap de cd ke hoach cham soc cu the Khach hang cua Buu dien Ha noi rat da dang, gom du cac loai phan kinh te, la cac co quan Dang va Nha nudc, cac doanh nghiep nha nudc, doanh nghiep tu nhan, cong ty TNHH; cac doanh nghiep ldn, vda va nhd, cac cda hang kinh doanh nhd kieu ho gia dinh, ca the; khach hang tu nhan nudc va nudc ngoai; cac doanh nghiep nudc ngoai; cac to chdc quoc te, cac dai sd quan cac nudc De cham soc va phuc vu khach hang tot chung ta can tim cac tieu thdc, cac dac diem chung nhat de phan chia khach hang theo tdng nhom ddi tuqng de thuan tien cho viec quan ly va cd chinh sach cham soc khach hang phu hqp Cd the phan loai khach hang cua Buu dien Ha noi cac nhom chinh sau day: + Nhom thd nhat gom cac ddi tuqng uu tien dac biet, la cac co quan phuc vu su chi dao, lanh dao cua Dang, Chfnh phu, Nha nudc, cac co quan quan ly nha nudc; cac co quan phuc vu an ninh quoc phong, phong chong bao lut; cac co quan to chdc nudc ngoai cdn giu gin quan he ngoai giao nhu cac Dai sd quan, cac to chdc quoc te + Nhom thd hai gom cac doanh nghiep ldn, cd dac diem tieu thu ldn nhung sd luqng khach hang ft + Nhom thd ba gom cac doanh nghiep nhd va vda, nhom cd mdc tieu thu trung binh va sd luqng khach hang trung binh + Nhom thd tu gom cac khach hang la tu nhan, ho gia dinh, san xuat kinh doanh nhd, ca the, cd dac diem la thi trudng ldn nhung tieu thu khong ldn Ddi vdi mdi nhom tren cd the phan nhung nhom nhd cd nhung dac trung rieng nhu mdc tieu thu, sd luqng thue bao cua mot khach hang, theo thdi gian su dung, theo thdi han nop cudc, cac dich vu ma khach hang thudng sd dung, hinh thdc toan Bang each phan loai khach hang theo cac tieu thdc tren, Buu dien Ha noi se xac dinh duqc gia tri cua khach hang va se hieu ro duqc nhu cau cua tdng loai khach hang Td do, Buu dien Ha noi dat cac chfnh sach cham soc khach hang phu hqp va xac dinh cd cau chi phf cho cac giao dich vdi cac nhom khach hang khac theo nguyen tac khach hang cang quan 91 thi chi phi cho.khach hang cang ldn Doi vdi cac khach hang thuoc doi tupng nhom cac khach hang ldn va dac biet, can co ho so theo doi khach hang that ti mi de quan ly va cham soc dac biet, danh nhieu uu tien hon viec xd ly may hu hong va cong tac thu np, phai danh mot ty le chi phi ldn cho cac hoat dong cham soc doi tupng khach hang Doi vdi cac khach hang thuoc nhom cac khach hang tu nhan, cac doanh nghiep vda va nho thudng sd dung cac dich vu truyen thong nhu dien thoai, fax thi danh ty le chi phi thap hon Tren co sd phan loai doi tupng khach hang nhu tren viec quan ly toan cudc phi cua khach hang se chat che hon, giam ty le np dong buu dien phi Can bo theo doi toan dupc chia theo cac khu vuc de bam sat khach hang va thuan tien cho khach hang can giao dich toan Hien nay, ty le np buu dien phi cua Buu dien Ha noi da giam rat nhieu so vdi nhung nam trudc da dat 1,35 thang np nam 2001 so vdi nam 1996 ty le np dong la 1,75 thang np De’ giam ty le np dong, Buu dien Ha noi da ap dung nhieu bien phap ma bien phap huu hieu nhat la to chdc thu cudc tai nha cho tat ca cac khach hang tu nhan va tam ddng cung cap dich vu sau ke td phat giay bao den khach hang Can cd theo viec phan chia do'i tupng khach hang ma Buu dien Ha noi co cac bien phap don doc toan va xd ly thue bao cham toan cho phu hpp Doi vdi khach hang thuoc nhom tu nhan, doanh nghiep vda va nho thudng co nhan vien don doc toan qua dien thoai va thdi han xd ly la sau ngay, doi vdi khach hang la doanh nghiep nha nudc thu tuc toan phdc tap hon thi thdi han xd ly la 10 Doi vdi khach hang thuoc nhom khach hang ldn va dac biet, ap dung hinh thdc don doc toan bang cach gdi Gia'y bao toan va co the keo dai thdi han np nhung giai doan nhat dinh, can can nhac ky trudc ngdng cung cap dich vu Doi vdi khach hang thuoc nhom uu tien dac biet, can co co che' rieng, linh dong va te' nhi De xd ly cac khoan np dong day dua qua dai, Buu dien pho' Ha noi ngoai viec thue cac Cong ty Luat giup dd thu hoi np, can co su phoi hpp chat che vdi cac co quan chdc nang Cong an, Toa an de khdi kien nhung khach hang co tinh tron np, vi pham hpp dong sd dung dich vu vien thong da ky vdi Buu dien pho' Ha noi de bao ve quyen lpi cua doanh nghiep 92 De thuc hien tot cong tac cham soc khach hang phai tri quan he tot vdi khach hang truyen thong Theo thong ke kinh nghiem cua cac doanh nghiep nganh Buu chinh vi£n thong thi cu* vong nam doanh nghiep se co nguy co mat khoang 20% khach hang truyen thong, chi phi de co mot khach hang mdi ton gap lan so vdi viec tri khach hang cu, tong sd khach hang mdi cd tdi 50% mdi quan he vdi khach hang khong mang lai lqi nhuan Hon nua, viec tri cac khach hang truyen thong mang lai nhieu lqi ich cho doanh nghiep nhu: vdi thdi gian str dung lau dai ho se mua nhieu san pham hon so vdi cac khach hang mdi, doanh nghiep cd the giam chi phi vi tmh chuyen biet hoa cho rieng khach hang do; cac khach hang truyen thong cd the gidi thieu them cac khach hang mdi cho doanh nghiep; mot sd trudng hqp doi thu canh tranh giam gia, doanh nghiep cd the giu nguyen gia ma khong gay anh hudng ldn den viec tieu thu cua khach hang Do do, viec tri tot quan he vdi khach hang truyen thong la rat can thiet doi vdi Buu dien Ha noi, nhat la bdi canh hoi nhap, canh tranh hien De giu duqc long trung cua khach hang, trudc het can cd su lanh dao thong nhat tir tren xuong dudi doi vdi cong tac cham soc khach hang de dam bao rang moi CBCNV se duqc yeu cau phai thoa man nhu cau khach hang d mdc cao nhat, tang duqc doanh thu, bien moi khach hang khach hang trung thanh, va quan nhat la bien chinh khach hang ngudi bao ve, bien ho cho doanh nghiep Muon vay, Buu dien Ha noi nen thuc hien cac each sau: ca nhan hoa quan he vdi khach hang; nang cao chat luqng mang ludi, khai thac het cong nang cua tong dai, tang them tmh tien ich cua dich vu, nham han che su thay doi nha cung cap ciia khach hang; tang cudng va nang cao chat luqng phuc vu, giao tiep khach hang, tao cho khach hang cam giac yen tam, thoai mai sir dung dich vu; xir ly cac yeu cau thong tin cua khach hang nhanh nhat, linh hoat va hieu qua, bao gom viec tra ldi, giai dap, hudng dan khach hang theo yeu cau cua khach hang, tra ldi khieu nai, xu ly may hong Hang nam, Buu dien Ha noi nen td chdc hoi nghi khach hang, do'i tuong khach mdi la nhung khach hang cd doanh thu cudc ldn, nhung khach hang cd nhieu thue bao va nhung khach hang lau nam, de true tiep nghe y kien cua khach hang ve chat luqng dich vu cua Buu dien Ha noi, 93 cung nhu nhung yeu cau, nguyen vong cua khach hang de Buu dien Ha noi cai tien, sira doi va thoa man khach hang cang tot hon Ngoai ra, bang each phan loai doi tuong khach hang da neu d tren, ta co the danh gia duoc gia tri khach hang, xay dung duoc cac chuong trinh cham soc khach hang, xac dinh duoc cac chi phi can thiet danh cho hoat dong Nhd ma chung ta luon chu dong ke hoach, can doi duoc nguon tai chinh va dam bao chuong trinh se duoc khach hang hudng ung va den dap lai su nhiet tinh cua Buu dien Ha noi vi da quan tam den ho, da dong vien khuyen khich ho, bang each gan bo lau dai vdi Buu dien Ha noi Co the thuc hien cac chuong trinh tri khach hang nhu sau: tang thiep chuc murng nam mdi cho tat ca thue bao; tang qua,lich vao dip tet cho cac khach hang lau nam va cac khach hang cd nhieu thue bao; tang qua cho cac khach hang sir dung nhieu, cudc ldn va toan dung han; to churc boc tham may man cho cac khach hang toan cudc dung han Tuy nhien, cac hinh thurc trien khai can phong phu, tao sire ha'p dan doi vdi khach hang Dong thdi cd the ket hqp qua trinh tri khach hang vdi viec tham phan trng, y kien cung nhu phan hoi cua khach hang ve dich vu khach hang ma Buu dien Ha noi dang cung cap 3.2.4.2 Cai tien, tang curing cac hoat dong nghien cuu thi trudng, quang cao, khuyen mai Cac hoat dong marketing dich vu khach hang cua Buu dien Ha noi cung can phat huy het hieu qua cua nd de phuc vu cho cac hoat dong thi trudng, tri khach hang va hd tro cho cac hoat dong san xuat kinh doanh Chien luqc va chinh sach marketing can duqc xay dung dai han de tir cu the hoa cac hoat dong thudng xuyen Viec nghien cun thi trudng nen duqc tien hanh tap trung vao nhu cau va danh gia cua khach hang vd cac dich vu vidn thong ma Buu dien Ha noi dang cung cap, ve chat luqng dich vu khach hang De danh gia ve chat luqng dich vu, Buu dien Ha noi nen to churc cac cuoc didu tra nghien curu thi trudng bang cac phieu tham y kien khach hang Bo phan marketing thuoc Phong Chat luqng can thiet ke mau ma, noi dung phieu dieu tra thuoc vao muc dich nghien cuu cua timg dot Sau do, phieu dieu tra se duqc phat den tan nha khach hang thong qua dpi ngu dai ly thu cudc va nhan vien buu ta, hoac phat tai cac diem giao dich 94 cua Buu dien va duqc cac nhan vien tan tinh thuyet phuc, hudng dSn khach hang tra ldi phieu dieu tra Khach hang se chuyen tra phieu dieu tra cho dai ly thu cudc, buu ta hoac g£ri tra phieu tai cac diem giao dich cua Buu dien Ngoai ra, de tim hieu khach hang cd rat nhieu bien phap, chang han nhu: phuong phap phong van va tiep xuc true tiep vdi khach hang ; thuc hien phong van qua dien thoai de thu thap y kien khach hang danh gia v£ chat luqng ky thuat cua cac dich vu vi6n thong ; Thiet lap dudng day nong hay mi€n phi de khach hang tim hieu, cho y kien hoac khieu nai; Giri thu hoac dien cam on sau khach hang mua hang hoac dang ky sir dung dich vu, muc dich chfnh la de lang nghe, lap mdi quan he vdi khach hang, khong phai de ban them hang; Lap phieu gop y cua khach hang (nen duqc trinh bay ha'p dan de khach hang luu tam tdi, cd the lam dang buu thiep de khach hang d£ dang bo vao bat cur thung thu nao, nen trao phieu tan tay khach hang sau khach da sir dung xong dich vu hoac mua xong mon hang ); Nhan thuc chung quanh va de kinh qua qua trinh phan phoi dich vu cua chfnh don vi minh; Dat camera ghi hinh tai cac dia diem phuc vu; Hoi y kien nhan vien phuc vu true tiep; Cd chuong trinh tim hieu nhung khach hang bi mat; Xem xet lai nhung khach hang quan Bo phan Marketing se thu thap va xir ly cac thong tin phan hoi tir khach hang Tir se dua cac dinh hudng va trien khai cac chuong trinh tiep theo, phu hqp vdi nhu cau va nguyen vong cua khach hang Hoat dong quang cao, khuyen mai nen duqc cai tien theo hudng chu den hieu qua thuc su cua cac hoat dong nay; Tong cong ty nam vai trd chi dao, dua cac chu truong chung cho cac don vi thuc hien; Tdng cong ty chi nen dam nhan cac dot quang cao, khuyen mai nham tao nhung “con loc ldn”, cac chuong trinh hanh dong cu the nen de don vi thuoc vao tinh hinh thuc te tai dia phuong tu thuc hien Hang nam, tren co so chi dao ciia Tong cong ty va tinh hinh cua don vi, Buu dien Ha noi nen xay dung ke hoach quang cao khuyen mai de chu dong viec tac dong den nhu cau khach hang va can ddi chi phf cho cac hoat dong Hoat dong quang cao phai phan biet ro cac muc tieu sau: phat trien thue bao, gidi thieu dich vu, giof thieu hinh anh ciia doanh nghiep de xay dung noi dung, hinh thurc quang cao phu hqp Hoat dong quang 95 cao khuyen mai cua Buu dien Ha noi can duoc cai tien ca ve chat luong, hinh thdc, noi dung va cudng Cac chuong trinh quang cao can sinh dong, hap din, d6 gay an tuong vdi ngudi xem va nen tap trung vao cac so bao phat hanh ldn va cac kenh truyen hinh quang ba Ve hinh thdc, ben canh hinh thdc quang cao tren cac phuong tien thong tin dai chung nen su dung mang ludi dai ly thu cudc va buu ta phat hoa don de phat td roi quang cao dich vu den tan nha thue bao Khi dua dich vu mdi vao sd dung nen cd quang cao gidi thieu dich vu, nha'n manh tmh tien ich sd dung dich vu va cho khach hang dung thd mi6n phi Dinh ky nen cd nhung chuong trinh gidi thieu dich vu va hudng dan khach dich vu Buu dien Ha noi nen tan dung triet de cac co so vat chat cua minh de lam cong cu va phuong tien de quang cao cho chinh minh nhu cac cot anten, cac diem giao dich, cac tram dien thoai the, may dien thoai thue bao, cac phuong tien van chuyen V6 hoat dong khuyen mai, ngoai cac dot khuyen mai vdi muc tieu ngan han nhu hoan ke hoach doanh thu, phat trien may Buu dien pho' Ha noi cung nen thuc hien cac chuong trinh khuyen mai nham xay dung mdi quan he vdi khach hang, tao su trung thanh, su ua thich cua khach hang doi vdi san pham dich vu va ddi vdi doanh nghiep Sau mdi dot quang cao, khuyen mai bo phan chat luong cua don vi phai tien hanh danh gia ket qua de xac dinh hieu qua thuc hien va rut kinh nghiem, dieu chinh ke hoach quang cao cho cac dot sau Ngoai ra, cung can lay y kien cua khach hang danh gia v£ hoat dong quang cao, khuyen mai cua Buu dien Ha noi thong qua cac phieu dieu tra tham y kien khach hang Hien nay, Buu dien Ha noi da trien khai nhieu dich vu viln thong mdi nhung vSn chua duoc khach hang sir dung nhieu chu yeu la khach hang chua biet hoac chua hieu nhieu ve cac dich vu Do do, Buu dien Ha noi can tang cudng tuyen truyen, quang cao ve su tien loi cua cac dich vu, dac biet la cac dich vu mdi va cac dich vu gia tang de khach hang biet va kfch thich nhu cau cua ho 96 3.3 MOT SO KI^N NGHI DOI V0I NHA NUOC VA TONG CONG TY BUU CHINH VlfcN THONG VlfiT NAM 3.3.1 Cac kien nghi doi vdi Nha nude va cac co quan quan ly Nha nude - Phap lenh Buu chinh vidn thong ddi da tao mot moi trudng phap ly thong nhat, cong bang de cac phan kinh te tham gia kinh doanh cung cap dich vu buu chinh vidn thong Tuy nhien de tao mdi trudng canh tranh lanh manh, minh bach Nha nudc can ban hanh Luat canh tranh de bao ve va khuyen khfch cac doanh nghiep thuoc moi phan kinh te canh tranh, hop tac binh dang khuon kho phap luat chung - Nha nudc efin ban hanh quy dinh chi tiet Phap lenh Buu chinh vidn thong, sua doi va bo sung nhung quy dinh, nghi dinh ve linh vuc buu chinh vidn thong cho phu hqp vdi thuc te, nham tao hanh lang phap ly thuan lqi cho cac doanh nghiep kinh doanh buu chinh vidn thong - Can ban hanh cac co che, chinh sach ve dau tu, tai chinh, tien luong theo hudng nang cao quyen tu chu, tu chiu trach nhiem ve to churc san xua't kinh doanh cho cac doanh nghiep nha nudc, tao su nang dong, nhay ben mdi trudng hoi nhap va canh tranh cho cac doanh nghiep Ddi vdi cac doanh nghiep hoat dong kinh doanh, Nha nudc chi nen giao mot sd chi tieu co ban nhu lqi nhuan, nop ngan sach, thu sir dung von; nhung vdn de khac nhu chinh sach gia cudc, quyet dinh dau tu, phan phoi lqi nhuan sau hoan nghia vu vdi Nha nudc, co che tien luong, khuyen khich vat chat, thu hut nhan tai cho phep cac doanh nghiep tu quyet dinh tren co sd dam bao hieu qua san xuat kinh doanh, tang nang luc canh tranh va tuan theo quy dinh cua phap luat - Can dua noi dung quan ly chat luqng vao cac chuong trinh chinh khoa cua cac trudng cdng nhan, trung hoc va dai hoc Day manh cdng tac tuyen truyen va dao tao vd chat luqng nham nang cao kien thurc ve chat luqng cho moi ngudi lao dong, gSy dung the phan dau vi chat luqng cua san pham, dich vu tai Viet nam - Can cd su phoi ket hqp chat che giua cac co quan thuc thi phap luat vdi doanh nghiep kinh doanh vidn thong de bao ve quyen lqi cho nha cung cap dich vu ngudi sir dung vi pham hqp dong da ky vdi nha cung cap, cd tinh chay 1, tron no, khong toan cudc phi sir dung 97 3.3.2 Cac kien nghi doi vdi Tong cong ty - Khan truong sap xep, doi mdi doanh nghiep theo hudng doi mdi co che quan ly noi bo nham nang cao y thdc tu chu, tang them su nang dong cua cac don vi vien, nang cao hieu qua kinh doanh va dau tu cua tumg don vi Cai tien co che quan ly ddi vdi khoi hach toan phu thuoc, nghien cuu trien khai hach toan rieng cho timg linh vuc, dich vu, danh gia tung cong doan dich vu - Nhanh chong hoan viec doi mdi va nang cao hieu qua hoat dong cua cac Tdng cong ty Nha nudc, hinh mot sd tap doan kinh te manh theo tinh than Nghi quyet Hoi nghi lan thd Ban chap hanh Trung ung Dang khoa IX Theo do, Tdng cong ty Buu chfnh vidn thong Viet nam la mot Tdng cong ty nha nudc, se chuyen sang hoat dong theo mo hinh cong ty me- cong ty - Sau hqp ddng hqp tac kinh doanh giua Cong ty Thdng tin di dong (VMS) vdi tap doan Comvik (CIV) cua Thuy dien het han hqp ddng vao nam 2005, Tdng cong ty BCVT Viet nam nen mua lai toan bo cong ty VMS va sap nhap vdi Cong ty Dich vu Vidn thdng (GPC) Cong ty Vidn thdng Di dong thuoc Tap doan Vidn thdng Vdi tiem luc vat chat, ngudi, kinh nghiem hoat dong kinh doanh thdng tin di dong va mang ludi khach hang rong khap, Cong ty Vidn thdng di dong se du kha nang canh tranh duqc vdi cac ddi thu nudc ngoai tuong lai Dich vu Itemet, cung nen duqc quan ly theo nganh doc, tap trung vao Cong ty Dien toan va truydn so lieu (VDC) Khi do, Trung tam Dich vu khach hang van thuc hien Tfnh ghep cudc phf cua cac loai dich vu, In hoa don va thu cudc phf tap trung (thu ho cac cong ty), nhung phai hach toan doanh thu rieng cho timg loai dich vu de lam co sd toan giua cac Cong ty va Trung tam Dich vu khach hang - Xay dung chien luqc phat trien cho nganh hudng ve chat luqng Tdng cong ty can cd dinh hudng den nam 2005 tat ca cac cong ty Tdng cong ty se hoan toan thuc hien quan ly theo tieu chuan ISO 9000, ddng thdi tao dieu kien hd trq cac don vi vien ve tai chfnh va chuyen gia de thuc hien trien khai quan ly chat luqng ap dung tieu chuan ISO 9000 98 Kf r LUAbl Tren ca sd ly thuyet ve quan tri chat luqng dich vu, tac gid da nghien ciiu va phan tich cac van de ve chat luqng dich vu khach hang cua doanh nghiep kinh doanh dich vu vien thong Tit do, cho thay cac hoat dong ve dich vu khach hang linh vitc vien thdng dViet nam rat can duqc nghien citu ky ve mat ly thuyet cung nhu thuc hanh de tao cd sd cho hoat dong kinh doanh cua cac doanh nghiep cung cap dich vu vien thong moi trudng canh tranh Cac van de ly thuyet duqc de cap la nhung cct sd khoa hoc cho viec phan tich tinh hinh thuc teve chat luqng dich vu khach hang sit dung dich vu vien thong cua Buu dien Hd noi Nang cao chat luqng dich vu khach hang la yeu cau het site cap bach ciia Buu dien Hd noi thdi gian tdi, giai doan hoi nhap va canh tranh Muc tieu nang cao chat luqng dich vu khach hang nham nang cao hieu qua san xua't kinh doanh, cai thien thi phan va tang kha nang canh tranh cua Buu dien Ha noi tren thi trudng Tritac het, Buu dien Ha noi can tap trung vao viec nang cao nhan thitc va ky nang cham soc khach hang cho cac nhan vien dich vu khach hang, nang cao chat luqng nguon nhan luc; doi mdi to chitc Trung tam dich vu khach hang nham khac phuc nhung han che chu yeu he thdng cung cap dich vu khach hang ve kha nang va mice thoa man khach hang, trang bi mot he thdng thdng tin hoan hao hd trq cho dich vu khach hang; day manh edng tac marketing dich vu khach hang va dp dung cac tieu chuan quan ly chat luqng ISO 9000 vao hoat dong quan ly chat luqng dich vu khach hang ciia dctn vi Luan van da da de cap nhung van de ca ban va cot ldi, giu vi tri chu dao viec nang cao chat luqng dich vu khach hang cua Buu dien Ha noi Tit do, de xuat mot sdgiai phap chu yeu, cac budc tien hanh va cac mo hinh nham giup dan vi de dang trien khai, phat trien va ting dung vao thuc tien dich vu khach hang ciia Buu dien Ha noi Khdng nhung the, cac giai phap 99 co the duoc nghien cdu trien khai vd dug dung doi vdi cac Buu dien tinh trite thuoc Tdng cong ty Buu chinh vien thong Viet nam, thuoc dieu kien cu the cua cac dia phuexng Luan van ditc/c phat trien vd hoan dieu kien dich vu khach hang ciia Bint dien Hd noi dang chiu anh hudng ciia cac yeu to mdi trudng cung nhu dang duung dau trudc nhung thach thdc mdi ciia canh tranh Hy vong rang luan van se ductc ddng gop mot phan nho vao viec nang cao chat luong dich vu khach hang sd dung dich vu vien thdng su nghiep phat trien ciia Buu dien Thu vd xdy dung dat nudc 100 TAI LIEU THAM KHAO ■ A Tai lieu Tieng Viet Dang bo Ha noi (2001): Van kien Dai hoi Dai bieu Ian thu XIII Dang bo Thanh Ha noi GS TS Ngo Dinh Giao (1997): Cong Nghe Quan tri kinh doanh va Quan tri kinh doanh dich vu cua doanh nghiep , NXB Giao due, Ha noi TS Luu Van Nghiem (2001): Marketing kinh doanh phuc vu , NXB Tho'ng ke, Ha noi John S Oakland (1994): Quan ly chat luong dong bo, NXB Thong ke, Trudng Dai hoc KTQD Ha noi GS TS Nguydn Dinh Phan (2000): Quan tri chat luong dich vu (Tai lieu dung cho lap cao hoc ve quan tri kinh doanh), Dai hoc KTQD Ha noi PGS.TS Bui Tien Quy (2000): Phat trien va quan ly nha nudc ve kinh te dich vu , NXB Khoa hoc va ky thuat, Ha noi GS TS Nguyen Quang Toan (1995): Hudng dan quan tri dich vu - Tieu chuan ISO 9004-2:1991 (E) GS TS NguySn Quang Toan (1999): ISO 9000 & TQM - Thiet lap he thong quan ly hudng vao chat luong cac doanh nghiep, NXB Tho'ng ke Tong cue tieu ehucin luong chat luqng : TCVN ISO 9000:2000 10 Trung tam Thong tin Buu dien - Bien dich: Mai The Nhuqng (2001): Canh tranh vien thong - NXB Buu dien, Ha noi 11 Trung tam Thong tin Buu dien - Bien dich: Luong Tat Thang (2000): He thd'ng tinh cudc va cham sdc khach hang, NXB Buu dien, Ha noi 12 Trung tam Thong tin Buu dien (2001).- Nhung xu hudng cai td vien thong tren the gidi, NXB Buu dien , Ha noi 13 Pho Dire Tru va Vu Thi Hong Khanh, Pham Hdng(1999) - Quan ly chat luong theo ISO 9000 , NXB Khoa hoc va Ky thuat, Ha noi B Tai lieu nudc ngoai 14 Bo Edvardsson, Bertil Thomasson and Jonh Overetvut (1994) : Quality of Service - McGraw Hill 15 David Freemantle (1993): Incredile Customer Service, the final test - McGraw Hill 101
Ngày đăng: 06/04/2023, 21:36
Xem thêm:
