本文選題：客戶關(guān)系管理　切入點(diǎn)：運(yùn)營(yíng)支撐系統(tǒng)　出處：《華南理工大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著社會(huì)、經(jīng)濟(jì)的發(fā)展，，移動(dòng)通信技術(shù)發(fā)展極為迅速。經(jīng)過近二十年的持續(xù)發(fā)展，我國(guó)移動(dòng)電話用戶數(shù)已經(jīng)發(fā)展達(dá)到十一多億戶，其中3G用戶數(shù)2.2億戶。在越來越激烈的商業(yè)時(shí)代，全業(yè)務(wù)帶來了業(yè)務(wù)的復(fù)雜多樣，客戶需要簡(jiǎn)單一致的客戶感知，方便的產(chǎn)品辦理、透明的消費(fèi)、清晰明了的優(yōu)惠，現(xiàn)有的運(yùn)營(yíng)支撐系統(tǒng)已經(jīng)很難滿足移動(dòng)業(yè)務(wù)發(fā)展的需要，為適應(yīng)發(fā)展，對(duì)現(xiàn)有的運(yùn)營(yíng)支撐系統(tǒng)進(jìn)行改進(jìn)就越來越迫切。 本文以某大型移動(dòng)運(yùn)營(yíng)企業(yè)為例，通過對(duì)其運(yùn)營(yíng)支撐系統(tǒng)的分析，針對(duì)其不足，提出具有邏輯相關(guān)性、可操作性的運(yùn)營(yíng)支撐系統(tǒng)優(yōu)化解決方案——NGBOSS(下一代運(yùn)營(yíng)支撐系統(tǒng))。本文主要進(jìn)行了以下幾項(xiàng)工作： （1）分析移動(dòng)通信行業(yè)發(fā)展的現(xiàn)狀，提出建設(shè)以客戶關(guān)系管理（CRM）為中心運(yùn)營(yíng)支撐系統(tǒng)的必要性。 （2）介紹通信運(yùn)營(yíng)支撐系統(tǒng)的各種理論基礎(chǔ)，如CRM架構(gòu)、增強(qiáng)型電信運(yùn)營(yíng)圖（ETOM）業(yè)務(wù)流程框架、新一代運(yùn)營(yíng)支撐軟件系統(tǒng)NGOSS。介紹國(guó)內(nèi)通信企業(yè)運(yùn)營(yíng)支撐系統(tǒng)建設(shè)背景，對(duì)通信運(yùn)營(yíng)機(jī)制進(jìn)行分析。 （3）本文以某大型移動(dòng)運(yùn)營(yíng)企業(yè)為例，對(duì)其運(yùn)營(yíng)支撐系統(tǒng)現(xiàn)狀進(jìn)行分析，介紹目前系統(tǒng)存在的不足，提出擬優(yōu)化運(yùn)營(yíng)支撐系統(tǒng)的愿景。 （4）針對(duì)其不足，設(shè)計(jì)出具有邏輯相關(guān)性、可操作性的運(yùn)營(yíng)支撐系統(tǒng)優(yōu)化解決方案，詳細(xì)介紹優(yōu)化方案的相關(guān)項(xiàng)目。 （5）對(duì)優(yōu)化系統(tǒng)前后進(jìn)行分析對(duì)比，介紹開展優(yōu)化方案后業(yè)務(wù)的提升效果。
[Abstract]:With the development of society and economy, the development of mobile communication technology is extremely rapid. After nearly 20 years of sustained development, the number of mobile phone subscribers in China has reached more than one billion households. Among them, there are 220 million 3G users. In the increasingly fierce business era, the whole business brings the complexity and diversity of the business. Customers need simple and consistent customer perception, convenient product processing, transparent consumption, clear concessions, The existing operation support system has been difficult to meet the needs of mobile service development. In order to adapt to the development, it is more and more urgent to improve the existing operation support system. This paper takes a large mobile operation enterprise as an example, through the analysis of its operation support system, aiming at its deficiency, puts forward the logical correlation, The operational operation support system optimization solution NGBOSS (next generation operation support system). This paper mainly carried out the following work:. 1) analyzing the present situation of the development of mobile communication industry, and putting forward the necessity of building CRM (customer relationship Management) as the center of operation support system. This paper introduces the theoretical basis of the communication operation support system, such as CRM architecture, enhanced telecom operation chart (ETOM) business process framework, a new generation of operation support software system (NGOSS), and introduces the background of the construction of the operation support system of the domestic communication enterprises. The communication operation mechanism is analyzed. This paper takes a large mobile operation enterprise as an example, analyzes the current situation of its operation support system, introduces the shortcomings of the current system, and puts forward the vision of optimizing the operation support system. In view of its deficiency, the optimization solution of operation support system with logic correlation and maneuverability is designed, and the related items of optimization scheme are introduced in detail. Analysis and contrast before and after the optimization system, introduce the business promotion effect after the optimization program.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：TN929.5

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