【正文】 ...........................................................2（1）中國移動的 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)略目標的確定 .....................................2中國移動與標桿企業(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全員勞動生產(chǎn)率 ........................................................................................................2所有者權(quán)益報酬率 ....................................................................................................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)略實施方案指標體系 ..........................................................................2服務(wù)領(lǐng)先戰(zhàn)略實施方案指標值確定的基本原則 ..................................................2服務(wù)領(lǐng)先戰(zhàn)略實施方案指標值確定的基本依據(jù) ..................................................2 “服務(wù)領(lǐng)先戰(zhàn)略”指標的定義和指標值的確定 ....................................................2（1）客戶 ......................................................................................................................2（2）市場 ......................................................................................................................2（3）創(chuàng)新 ......................................................................................................................2（4）管理 ......................................................................................................................2（5）規(guī)模 ......................................................................................................................2（6）財務(wù) ......................................................................................................................2（7）定性指標目標的描述 ..........................................................................................2（五） “服務(wù)領(lǐng)先爭創(chuàng)世界一流通信企業(yè)”戰(zhàn)略實施方案建議 .................................2十大工程實施方案建議 ..........................................................................................2十大工程實施方案建議的內(nèi)在關(guān)系 ......................................................................2十大工程實施建議執(zhí)行的優(yōu)先次序 ......................................................................2十大工程實施方案建議內(nèi)容 ..................................................................................2十大戰(zhàn)略實施方案的難點：制度創(chuàng)新 ..................................................................23 / 91中國移動制定的“爭創(chuàng)世界一流通信企業(yè)”的總體發(fā)展戰(zhàn)略，在新的市場競爭形勢下，面臨新的挑戰(zhàn)：中國已經(jīng)加入 WTO，外資進入電信領(lǐng)域的可能已經(jīng)成為現(xiàn)實；中國電信分拆方案已經(jīng)開始實施；聯(lián)通的 CDMA 已經(jīng)開始在全國運營；技術(shù)向 3G 的過渡更加緊迫；面對這種新的挑戰(zhàn)，中國移動必