本文關(guān)鍵詞：YD公司政企業(yè)務(wù)運維流程的優(yōu)化　出處：《電子科技大學(xué)》2015年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 通信運營商 政企業(yè)務(wù) 流程再造 流程優(yōu)化 周期

【摘要】：長期以來政企客戶都是通信運營商開拓的重點,政企業(yè)務(wù)是各運營商近幾年來關(guān)注業(yè)務(wù)的重中之重。政企客戶之所以對通信運營商有如此高的戰(zhàn)略地位,相對其他業(yè)務(wù)或客戶類型,主要是其具有“一高、兩大”的特性,高ARPU值為一高,對通信運營商的收入指標(biāo)貢獻大、社會影響力大為兩大。根據(jù)“二-八”法則,只要抓住政企客戶,做好政企業(yè)務(wù),就可以把握市場、影響全局,尤其是在規(guī)模效應(yīng)十分顯著的通信行業(yè)內(nèi),政企客戶的穩(wěn)定和發(fā)展對于通信運營商的整個戰(zhàn)略部署具有非常重要的意義。YD公司的總部位于北京,作為中國三大通信運營商之一,YD公司運營著全球最大的通信網(wǎng)絡(luò),擁有全球最大的用戶群,全球每撥出三個電話,就有一個是由YD公司提供通信服務(wù)的。在全球進入互聯(lián)網(wǎng)信息化時代的今天,為響應(yīng)國家“寬帶中國”戰(zhàn)略,YD公司將致力于成為國際一流的政企數(shù)字化服務(wù)專家。本文以YD公司政企業(yè)務(wù)運營流程為研究對象,通過對YD公司政企業(yè)務(wù)運維流程診斷和分析,找出流程中所存在的問題,并尋找到根本原因后,針對性地提出相應(yīng)的改進建議,以此縮短政企業(yè)務(wù)運維流程的時長：第一章,首先提出了研究背景和研究思路；第二章,闡述了流程再造和流程優(yōu)化的定義以及相關(guān)的工具及學(xué)術(shù)理論；第三章,通過對YD公司發(fā)展現(xiàn)狀和其所在行業(yè)發(fā)展現(xiàn)狀的分析,提出YD公司謀求競爭優(yōu)勢的手段之一是構(gòu)建新的成本優(yōu)勢,其中政企業(yè)務(wù)營運維流程是其中較好的切入點。第四章,定位政企業(yè)務(wù)營運維流程中存在的種種問題,運用關(guān)鍵成功因素法及帕累托圖定位關(guān)鍵問題。第五章,針對政企業(yè)務(wù)售前流程進行具體細致的診斷,并根據(jù)診斷結(jié)果進行優(yōu)化。第六章,針對政企業(yè)務(wù)售中流程進行具體細致的診斷,并根據(jù)診斷結(jié)果進行優(yōu)化。第七章,針對政企業(yè)務(wù)售后流程進行具體細致的診斷,并根據(jù)診斷結(jié)果進行優(yōu)化。第八章,總結(jié)此次優(yōu)化與流程再造。本文通過縮短YD公司的政企業(yè)務(wù)運維流程的時長,運用流程再造及流程優(yōu)化等理論運用到Y(jié)D公司經(jīng)營中需要及時解決的重要問題當(dāng)中,提升了通信公司政企業(yè)務(wù)的競爭力,從而對YD公司的競爭戰(zhàn)略進行了有力的支撐。本文除了對YD公司本身的業(yè)務(wù)發(fā)展有現(xiàn)實指導(dǎo)意義外,對其它通信運營商公司也有一定的參考作用。
[Abstract]:For a long time, government and enterprise customers have been the focus of communication operators' development, and the government business is the most important one for the operators in recent years. Government and enterprise customers have such a high strategic position to the communication operators. Compared with other business or customer types, it has the characteristics of "one high, two big", the high ARPU value is a high, which contributes a lot to the revenue index of the communication operators. According to the "two-eight" rule, as long as we grasp the customers of government enterprises and do business well, we can grasp the market and affect the overall situation, especially in the telecommunications industry where the scale effect is very significant. The stability and development of government and enterprise customers is of great significance to the whole strategic deployment of communication operators. YD is headquartered in Beijing and is one of the three major communication operators in China. YD operates the world's largest communications network, with the world's largest subscriber base, with three calls per call. There is one by YD company to provide communication services. In the global information age of the Internet today, in response to the national "broadband China" strategy. YD company will be committed to become an international first-class government and enterprise digital service experts. This paper takes the business operation process of YD company as the research object, through the YD company business operation and maintenance process diagnosis and analysis. Find out the problems in the process, and find the root cause of the corresponding suggestions for improvement, in order to shorten the business operation and maintenance process of government and enterprise time: chapter one. First of all, the research background and research ideas are put forward. In the second chapter, the definition of process reengineering and process optimization, the relevant tools and academic theory are expounded. The third chapter, through the development of YD company and its industry development status analysis, proposed that YD company to seek competitive advantage one of the means is to build a new cost advantage. Among them, the government business operation management process is the better breakthrough point. Chapter 4th, locate the problems existing in the government enterprise business operation dimension process, use the key success factor method and Pareto chart to locate the key problem. 5th chapter. Make a detailed diagnosis on the pre-sale process of government and enterprise business, and optimize 6th chapter according to the result of diagnosis, and make a specific and detailed diagnosis on the process of business sale of government and enterprise business. And according to the results of the diagnosis of optimization. 7th chapter, for government business after-sales process of specific and detailed diagnosis, and according to the results of diagnosis optimization. 8th chapter. This paper summarizes the optimization and process reengineering. This paper shortens the operating time of YD company's business operation and maintenance process. The theory of process reengineering and process optimization is applied to the important problems that need to be solved in time in the management of YD Company, which enhances the competitiveness of the business of the communication company. This paper not only has practical guiding significance to YD company's own business development, but also has certain reference function to other communication operators.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：F626

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本文編號：1371648