Abstract:  For services provided by the telecom companies,especially by fixedline phone companies,it has complicated service processes,untimely service delivery,and long queuing time for customers.To improve such a situation,work study is conducted in this paper.To analyze the processes studied,symbols and icons are defined.Based on these symbols and icons,“5W1H” is applied to analyze the current status and identify the issues to be improved.Then,four principles of “ECRS” are used to optimize the process.A case study from a fixedline phone company is presented.As a result,after process redesign,for a customer,the average moving distance is reduced from 69m to 34m,and the average staying time during peak period is reduced from 58 min to 29 min.This is a significant improvement and it greatly increases customer’s satisfaction degree.  

Key words: work study, service process, process optimization