【正文】 全球電信行業(yè)發(fā)展趨勢 ..........................................................................................2中國電信行業(yè)發(fā)展趨勢 ..........................................................................................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)先爭創(chuàng)世界一流通信企業(yè)”戰(zhàn)略 ..................................................................2（一） 、中國移動(dòng)市場競爭及其戰(zhàn)略現(xiàn)狀分析 ..............................................................2中國移動(dòng)經(jīng)營環(huán)境及其變化 ..................................................................................2中國移動(dòng)與世界一流通信企業(yè)的主要差距 ..........................................................2中國移動(dòng)現(xiàn)行模式分析 ..........................................................................................2中國移動(dòng)及其競爭對(duì)手 SWOT 分析 .....................................................................2（1）中國移動(dòng)的 SWOT 分析 .................................................................................2（2）中國聯(lián)通的 SWOT 分析 .................................................................................2（3）中國電信的 SWOT 分析 .................................................................................2（4）中國網(wǎng)通的 SWOT 分析 .................................................................................2（二） “服務(wù)領(lǐng)先爭創(chuàng)世界一流通信企業(yè)”戰(zhàn)略方案的提出 .....................................2留住客戶特別是高端客戶 ......................................................................................2獲得更多新客戶尤其是高端客戶 ..........................................................................2挖掘客戶價(jià)值 ..........................................................................................................2（三） “服務(wù)領(lǐng)先爭創(chuàng)世界一流通信企業(yè)”戰(zhàn)略的描述 .............................................2 “服務(wù)領(lǐng)先爭創(chuàng)世界一流通信企業(yè)”的戰(zhàn)略描述 ................................................2戰(zhàn)略內(nèi)涵 ..................................................................................................................2（四） “服務(wù)領(lǐng)先爭創(chuàng)世界一流通信企業(yè)”戰(zhàn)略目標(biāo)的確定 .....................................2中國移動(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營業(yè)收入 ....................................................................................................................2網(wǎng)絡(luò)覆蓋人口比例 ....................................................................................................2EBITDA .....................................................................................................................2營業(yè)利潤 ....................................................................................................................2全員勞動(dòng)生產(chǎn)率 ........................................................................................................2所有者權(quán)益報(bào)酬率 ....................................................................................................2營業(yè)收入的市場份額 ................................................................................................2MOU...........................................................................................................................2ARPU .........................................................................................................................2新增客戶比例 ............................................................................................................2高端客戶離網(wǎng)率 ........................................................................................................2客戶滿意度 ................................................................................................................2客戶服務(wù)人員比例 ....................................................................................................2客戶服務(wù)中心電話平均回復(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)務(wù)量 ....................................................................................................2國際收入比例 ............................................................................................................2薪酬體系 ....................................................................................................................2統(tǒng)一資源調(diào)配 ............................................................................................................2信息化 ........................................................................................................................2服務(wù)領(lǐng)先戰(zhàn)略實(shí)施方案指標(biāo)體系 ..........................................................................2服務(wù)領(lǐng)先戰(zhàn)略實(shí)施方案指標(biāo)值確定的基本原則 ..................................................2服務(wù)領(lǐng)先戰(zhàn)略實(shí)施方案指標(biāo)值確定的基本依據(jù) ..................................................2 “服務(wù)領(lǐng)先戰(zhàn)略”指標(biāo)的定義和指標(biāo)值的確定 ..........................