anywhere with any device. We are continuing to expand the scope and variety of our convergence services to create more value for  our customers. Quality of service is critical in attracting and retaining customers and enhancing our long-term profitability. In order to  continually enhance and improve the quality of our services, we have, in addition to the quality assurance function of our regular  operating units, established a number of dedicated task forces to monitor our network performance. Our senior management sets our  quality evaluation criteria and regularly reviews the quality of our performance.  In order to ensure that our quality of service will translate into strong customer loyalty, we plan to continue to focus on and  invest in the provision of a full range of services that emphasize customer care from the point of sale onward. For example, we  have extended the focus of our corporate customer services from major accounts to include small and medium-sized enterprises  and in January 2007 established our Enterprise Business Group. As of December 31, 2011, our Enterprise Business Group is staffed  by approximately 379 professionals and offers packaged and customized services, customer-oriented solutions and integrated  information and communications services. We have completed the integration of our call centers, all of which can now be reached  by calling a single number “123.” We offer 24-hour customer service, including the handling of service and billing inquiries with  the assistance of an Interactive Voice Response, or IVR, system. To improve the quality of our customer services, we implemented  a customer relationship management system, which encompass, among other things, a customer complaint system, a business  information database for the use of our call centers, and a data mining system to enhance our sales and market analysis efforts.  We have historically been focused, and will continue to focus, on cost control, particularly in the areas of network efficiencies  and personnel costs. We expect to be able to further improve our operational efficiency and cost structure by migrating to more  advanced networks and sophisticated operational support systems, and efficiently managing our workforce.  Capital expenditures.  Our long-term goal is to optimize our capital expenditures by focusing on investing in innovative  products and services with attractive return profiles. We have commenced a project for gradually upgrading our entire public switched  telephone network to a next-generation network. Next-generation internet protocol switches will have substantially more capacity  and greater upgrade flexibility and should result in savings from a reduced number of switching centers and a reduction in related  property, materials and personnel costs. We have also devoted resources toward the expansion of our 3G mobile network and the  continuing build-out of our FTTx infrastructure.  Personnel costs . We seek to improve our operational efficiency by reducing our personnel costs. For example, we offered  voluntary retirement programs once each year since 2005, which resulted in reductions of 5,696 employees. We also hired more  than 3,565 new employees after our privatization in August 2005. Since then, we continued to align our organizational structure  by integrating various operating units and departments. We will also continue to reallocate our personnel from traditional fixed  line services to our growing businesses and to our marketing and customer services departments, as well as exploring outsourcing  opportunities where we deem appropriate.  We plan to expand our business in high-growth areas, such as interactive multimedia broadband services, content delivery  services and value-added services, through alliances, acquisitions and investments. We believe that our experience, operational scale  and large customer base make us an attractive ally for other service providers.  Alliances . We have formed and will continue to pursue alliances with information content providers, multimedia service  platform providers, customer premises equipment providers, internet portal operators, information and communication technology  Expand our business through alliances, acquisitions and investments  Improve operational efficiency and cost structure  Emphasize quality of service and customer satisfaction  P AR T I 23