中國的電信運營企業呼叫中心的分佈研究

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中國的電信運營企業呼叫中心的分佈研究

 

Author: 李躍
Li, Yue
Title: 中國的電信運營企業呼叫中心的分佈研究
Zhongguo de dian xin yun ying qi ye hu jiao zhong xin de fen bu yan jiu
Analaysis on the call center distribution problem in China's telecommunications industry
Degree: D.B.A.
Year: 2004
Subject: Hong Kong Polytechnic University -- Dissertations.
Telecommunication -- Customer services -- China.
Department: Graduate School of Business
Pages: xii, 168 leaves : charts ; 30 cm.
Language: Chinese
InnoPac Record: http://library.polyu.edu.hk/record=b1986342
URI: http://theses.lib.polyu.edu.hk/handle/200/1375
Abstract: Comparing with those well established telecommunication operating companies world wide, the call centers of Chinese mainland telecommunication operators are significantly behind in aspects of construction, operation, service and management. The reasons for such backwardness can be seen in historical development process, technology development, scale and scope of the designed service, human resource quality, and construction planning. But the fundamental and critical reason is the call center location planning problem. The service quality and customer relationship management could not be improved and business strategic competitive edge could not be enhanced, if we do not have call centers built in appropriate scales. This research investigates the capability and quality of call centers of China's telecommumication industry by ignoring the administration dominated and local benefit oriented decision making scheme, but concerning the different the differences on local cultural, language dialect, and economic development in China. We consider the government regulations, technical constraints and market demand, which make those currently widely used mathematical programming based analytical tools unsuitable. A mixed linear integer programming based model is constructed with the objective function of the overall cost, involving cost of construction, maintenance, service and communication, and subject to constraints of engineering, service quality and policy. The business data of year 2003 of China Mobile is adapted for computational test. Different geographic segment portfolios are considered, together with the demand density, designed call center capacities, long distance management and communication cost, and business process reengineering cost. CPlex Solver of ILOG is programmed and used for the computation. We identify that comparing to decentralized construction, the centralized construction has lower fixed cost but higher communication cost. The overall cost could be reduced more than 1.1 billion RMB (about US$ 133 million). We achieve a reasonable distribution plan with high demand areas, and a decision making framework for call center location planning in the industry. Accordingly, the business strategic issues are analyzed and summarized into five aspects. We discuss the implementation issues such as the significantly different costs for different areas, or the difficult points to utilize other companies' supporting networks, or the current business process and business organization barriers. The research is the first theoretical investigation on the problem in the industry in China, and has provided insightful management information for strategic development of the industry.

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