| 绍兴市本级有线电视投诉受理业务的流程再造 |
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| 引用本文： | 梁筠. 绍兴市本级有线电视投诉受理业务的流程再造[J]. 中国有线电视, 2009, 0(8): 859-861 |
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| 作者姓名： | 梁筠 |
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| 作者单位： | 绍兴广播电视总台,浙江,绍兴,312000 |
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| 摘 要： | 浙江省绍兴市本级范围内的有线电视业务投诉受理流程从2007年开始进行重组，引入了客户服务中心的电子政务模式，对重组前后的流程从过程、优化方法的应用以及绩效评估等方面进行了对比。
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| 关 键 词： | 业务投诉受理 流程再造 电子政务 |
The Process Reengineering of Shaoxing Urban District CATV Complaints Dealing Business |
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| LIANG Yun. The Process Reengineering of Shaoxing Urban District CATV Complaints Dealing Business[J]. China Cable Television, 2009, 0(8): 859-861 |
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| Authors: | LIANG Yun |
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| Affiliation: | LIANG Yun (Shaoxing Broadcast Television Corporation, Zhejiang Shaoxing 312000, China) |
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| Abstract: | Shaoxing urban district CATV Complaints Dealing Business has been reengineered into call center since 2007. This paper compared the changes of business process on procedure, optimization methods and performance evaluation. |
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| Keywords: | Complaints Dealing process reengineering e - government |
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