【正文】 中國(guó)移動(dòng)通信集團(tuán)公司服務(wù)領(lǐng)先爭(zhēng)創(chuàng)世界一流通信企業(yè)戰(zhàn)略實(shí)施方案正文中國(guó)移動(dòng)通信集團(tuán)公司發(fā)展戰(zhàn)略部北京新華信管理咨詢(xún)公司2022 年 12 月 30 日1 / 91報(bào) 告 目 錄一、行業(yè)環(huán)境分析 ................................................................................................................2（一） 政策環(huán)境變動(dòng)分析 ..............................................................................................2WTO 要求中國(guó)電信企業(yè)國(guó)際規(guī)范化 ....................................................................2行業(yè)內(nèi)購(gòu)并重組加快 ..............................................................................................2競(jìng)爭(zhēng)環(huán)境更加激烈 ..................................................................................................2（二） 技術(shù)發(fā)展環(huán)境分析 ..............................................................................................2（三） 產(chǎn)業(yè)發(fā)展環(huán)境分析 ..............................................................................................2全球電信行業(yè)發(fā)展趨勢(shì) ..........................................................................................2中國(guó)電信行業(yè)發(fā)展趨勢(shì) ..........................................................................................2二、 “世界一流通信企業(yè)”標(biāo)桿研究 ..................................................................................2（一） “世界一流通信企業(yè)”標(biāo)桿企業(yè)的選擇 ..............................................................2（二） “世界一流通信企業(yè)”指標(biāo)體系的建立 ..............................................................2（三） 標(biāo)桿企業(yè)領(lǐng)先模式分析 ......................................................................................2Vodafone ..................................................................................................................2NTT DoCoMo ..........................................................................................................2Verizon .....................................................................................................................2DT .............................................................................................................................2三、 “服務(wù)領(lǐng)先爭(zhēng)創(chuàng)世界一流通信企業(yè)”戰(zhàn)略 ..................................................................2（一） 、中國(guó)移動(dòng)市場(chǎng)競(jìng)爭(zhēng)及其戰(zhàn)略現(xiàn)狀分析 ..............................................................2中國(guó)移動(dòng)經(jīng)營(yíng)環(huán)境及其變化 ..................................................................................2中國(guó)移動(dòng)與世界一流通信企業(yè)的主要差距 ..........................................................2中國(guó)移動(dòng)現(xiàn)行模式分析 ..........................................................................................2中國(guó)移動(dòng)及其競(jìng)爭(zhēng)對(duì)手 SWOT 分析 .....................................................................2（1）中國(guó)移動(dòng)的 SWOT 分析 .................................................................................2（2）中國(guó)聯(lián)通的 SWOT 分析 .................................................................................2（3）中國(guó)電信的 SWOT 分析 .................................................................................2（4）中國(guó)網(wǎng)通的 SWOT 分析 .................................................................................2（二） “服務(wù)領(lǐng)先爭(zhēng)創(chuàng)世界一流通信企業(yè)”戰(zhàn)略方案的提出 .....................................2留住客戶(hù)特別是高端客戶(hù) ......................................................................................2獲得更多新客戶(hù)尤其是高端客戶(hù) ..........................................................................2挖掘客戶(hù)價(jià)值 ..........................................................................................................2（三） “服務(wù)領(lǐng)先爭(zhēng)創(chuàng)世界一流通信企業(yè)”戰(zhàn)略的描述 .............................................2 “服務(wù)領(lǐng)先爭(zhēng)創(chuàng)世界一流通信企業(yè)”的戰(zhàn)略描述 ................................................2戰(zhàn)略?xún)?nèi)涵 ..................................................................................................................2（四） “服務(wù)領(lǐng)先爭(zhēng)創(chuàng)世界一流通信企業(yè)”戰(zhàn)略目標(biāo)的確定 .....................................2中國(guó)移動(dòng)與標(biāo)桿企業(yè)差距分析 ..............................................................................2資產(chǎn)規(guī)模 ....................................................................................................................2公司市值 ....................................................................................................................2營(yíng)業(yè)收入 ....................................................................................................................2網(wǎng)絡(luò)覆蓋人口比例 ....................................................................................................2EBITDA .....................................................................................................................2營(yíng)業(yè)利潤(rùn) ....................................................................................................................2全員勞動(dòng)生產(chǎn)率 ........................................................................................................2所有者權(quán)益報(bào)酬率 ....................................................................................................2營(yíng)業(yè)收入的市場(chǎng)份額 ................................................................................................2MOU...........................................................................................................................2ARPU .........................................................................................................................2新增客戶(hù)比例 ............................................................................................................2高端客戶(hù)離網(wǎng)率 ........................................................................................................2客戶(hù)滿(mǎn)意度 ................................................................................................................2客戶(hù)服務(wù)人員比例 ....................................................................................................2客戶(hù)服務(wù)中心電話(huà)平均回復(fù)時(shí)間 ............................................................................2研發(fā)投入占收入比例 ................................................................................................2新業(yè)務(wù)收入比例 ........................................................................................................2制度創(chuàng)新 ....................................................................................................................2每員工服務(wù)業(yè)