Guangxin Call Center Process Management Innovation Research
|School||Huazhong University of Science and Technology|
|Keywords||Process management Project management Knowledge map Process Culture|
The call center industry in China started from the nineties, and entered into maturestage after twenty-year development. The industry has been in constant expansion and thecompetition grows increasingly fierce. Along with the expansion of the concentratedoperation, the organization of the call center becomes more and more complicated, thedivision of process becomes more detailed, and the operation cost of an enterprise growbigger and bigger. Therefore, the key factors that influencing the sustainable developmentof the call center are optimization of process management and improvement of operationmanagement capability to enhance operation efficiency, control operation risk and reduceoperation cost.The thesis carries out diagnosis to process management of the call center ofGuangdong Gaungxin Communications Services Company Ltd. by comprehensiveutilization of causal analysis, critical path method and empirical analysis as well as otheranalysis methods, and points out the three critical problems:1. process planarization,unclear management targets, lack of dimensional control level concepts, and the processresult that is difficult to obtain sound protection through control of the process;2. theprocess executive personnel are unable to access to the learning path of knowledge and thestandardized contents; the pace of cultivation of managerial staff is slow; and themanagement efficiency is hard to promote in fast speed;3. weakness of process capacity.A set of process culture to support the process operation is not formed in the organizationsystem; as a result, the process efficiency is difficult to improve fast. To build a processoptimization system for the call center of Guangdong Gaungxin Communications ServicesCompany Ltd. based on such foundation: firstly, on the basis of business characteristics ofthe process management of call center, and in accordance with the principles of processdesign of call center, to form the logistic model of process design and process optimization,and design the dimensional process management and control network by adopting MapSIPCO, process design tools network map and relevant control principles of the keys ofprocess management and control; secondly, in order to promote the overall realization ofprocess, to form the process knowledge system map that covers the process knowledge and knowledge of process design and optimization; and finally, in order to realizesubstantial improvement of process optimization result, to strengthen process capacity bycombining with establishment of process cultivation.