关键词: 服务质量, 电信服务过程能力指数, 服务蓝图, 指数模型

Abstract:

In order to analyze the process capability of telecommunication services, to improve quality of telecommunication service and to enhance customer satisfaction and loyalty, the concept of telecommunication service process capability index (TSCP) is defined. First, the service blueprint technology is used to describe the existing telecommunications services process and to locate and identify the contact points of services process. Second, the capability of the service contact points is acquired by comprehensive analysis. At last the TSCP model is established to deal with the data of the contact points capability based on the grey system theory.

Key words: service quality, telecommunication service process capability index, service blueprint； index model