CD電信公司服務(wù)文化現(xiàn)狀診斷與實施方案.pdf

1、以企業(yè)文化理念為代表的文化管理方式是當(dāng)代管理學(xué)理論的重大突破，眾多企業(yè)的成功經(jīng)驗證明：建設(shè)優(yōu)秀的企業(yè)文化是企業(yè)發(fā)展的必經(jīng)之路，因此，在面臨傳統(tǒng)基礎(chǔ)網(wǎng)絡(luò)運營商向現(xiàn)代綜合信息服務(wù)提供商轉(zhuǎn)變的戰(zhàn)略轉(zhuǎn)型關(guān)鍵時期，中國電信于2004年開始全面啟動企業(yè)文化戰(zhàn)略。
　　CD電信公司是中國電信的子公司之一，在對自身形勢進(jìn)行分析后認(rèn)為，在戰(zhàn)略轉(zhuǎn)型的關(guān)鍵時期，服務(wù)工作是重中之重，也是提高自身競爭能力的核心，因此，以服務(wù)文化建設(shè)為切入點，既能和集團公司

2、企業(yè)文化保持共性，又能保持本公司文化建設(shè)個性。本文以現(xiàn)代企業(yè)文化理論為背景，通過對CD電信公司服務(wù)文化案例的研究，提出了CD電信公司服務(wù)文化診斷評估的方法，并就如何建設(shè)優(yōu)秀的服務(wù)文化尋找了方法和途徑。
　　本文主要從三個方面進(jìn)行闡述和論證：
　　第一個方面是對企業(yè)文化、服務(wù)文化的產(chǎn)生和發(fā)展動態(tài)進(jìn)行了理論總結(jié)，討論了企業(yè)文化和服務(wù)文化之間的關(guān)系、服務(wù)文化的作用以及母子公司文化建設(shè)的關(guān)系。
　　第二個方面是通過企業(yè)文化測評

3、理論，結(jié)合現(xiàn)代評價方法，對CD電信公司服務(wù)文化現(xiàn)狀進(jìn)行了診斷和評估，分析了服務(wù)文化現(xiàn)狀產(chǎn)生的原因，指出目前服務(wù)文化存在的問題和薄弱之處。
　　第三個方面在對CD電信公司服務(wù)文化現(xiàn)狀全面診斷評估的基礎(chǔ)上，對服務(wù)文化建設(shè)實施方案進(jìn)行了設(shè)計，方案注重針對性和可操作性，同時總結(jié)了構(gòu)建顧客導(dǎo)向的組織文化的關(guān)鍵步驟。
　　本文的創(chuàng)新之處在于把層次分析法和模糊綜合評價法結(jié)合應(yīng)用到服務(wù)文化現(xiàn)狀診斷中，同時結(jié)合定性的綜合分析，對企業(yè)現(xiàn)有的服務(wù)

4、文化進(jìn)行科學(xué)的診斷，并在此基礎(chǔ)上進(jìn)行建設(shè)實施。在實施方案設(shè)計時，重點對現(xiàn)有的問題和薄弱之處提出具體改進(jìn)意見。同時，根據(jù)本案例對服務(wù)文化于服務(wù)核心競爭力的關(guān)系進(jìn)行了理論探討。
　　本文的意義在于為現(xiàn)代服務(wù)型企業(yè)診斷和評估服務(wù)文化，建立優(yōu)秀的服務(wù)文化，處理母子公司文化建設(shè)的關(guān)系，最終提升企業(yè)核心競爭力提供參考和借鑒。
　　Corporate culture，as a representative of culture manag

5、ement，is a quantum leap of modern theory of management. Lots of successful enterprises' experience has testified:It is a necessary way for enterprise to build an excellent corporate culture. Therefore，facing the key poin

6、t that China Telecom's overall stratagem as the traditional network operator has switched to the comprehensively modern information provider，China Telecom Company brought forward the strategy of corporate culture in2004.

7、
　　CD Telecom Company as a subsidiary company of China Telecom，after analyzing inside-and-outside environment，we have found that service is the most important job at present，and it also is the key of improving its com

8、petitive ability. Therefore，using service culture as a cut-in point，this not only can make parent company's culture into practice，but also can keep the individuality of its own culture. My thesis bases on the background

9、of modern theory of corporate culture，through the research，we try to evaluate the current situation of service culture in CD Telecom Company，and find out some ways to construct the excellent service culture.
　　The bur

10、den of my demonstration and argument is on the following three parts:
　　Part One:Summarize the development of corporate culture and service culture in theory，discuss the similarities and differences between corporate

11、culture and service culture，state the functions of service culture，and point out the relationship of corporate culture construction in parent and subsidiary companies.
　　Part Two: Combining modern evaluation approach

12、with the theories of corporate culture，we do diagnosis and evaluation of CD Telecom Company's present service culture，analyze the reasons of its status quo，and indicate the weak-point of its service culture.
　　Part th

13、ree: Based on the diagnosis of CD Telecom Company，we make some suggestions and some improved measures for the company's service cultural construction. Meanwhile，summarize the committed steps of constructing customer-orie

14、nted organize culture.
　　The innovation of the thesis lies in introducing a new investigation method into the
　　diagnosis and research of service culture，and considering service culture construction's key finger is

15、 the diagnosis of present service culture and how to advance it. On designing the play of execution，pay more attention on providing suggestions to problems and weak-points. At the same time，discuss the connection of serv

16、ice culture and the core competitive strength of service according to the case of CD Telecom Company.
　　We provide some reference and assistance guiding function for service-type enterprises' evaluation approach of se