發(fā)布時(shí)間：2018-01-03 00:41

  本文關(guān)鍵詞：YD公司政企業(yè)務(wù)運(yùn)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(lèi)型：學(xué)位論文

  更多相關(guān)文章： 通信運(yùn)營(yíng)商 政企業(yè)務(wù) 流程再造 流程優(yōu)化 周期

【摘要】：長(zhǎng)期以來(lái)政企客戶都是通信運(yùn)營(yíng)商開(kāi)拓的重點(diǎn),政企業(yè)務(wù)是各運(yùn)營(yíng)商近幾年來(lái)關(guān)注業(yè)務(wù)的重中之重。政企客戶之所以對(duì)通信運(yùn)營(yíng)商有如此高的戰(zhàn)略地位,相對(duì)其他業(yè)務(wù)或客戶類(lèi)型,主要是其具有“一高、兩大”的特性,高ARPU值為一高,對(duì)通信運(yùn)營(yíng)商的收入指標(biāo)貢獻(xiàn)大、社會(huì)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(chǎng)、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(duì)于通信運(yùn)營(yíng)商的整個(gè)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(guó)三大通信運(yùn)營(yíng)商之一,YD公司運(yùn)營(yíng)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(gè)電話,就有一個(gè)是由YD公司提供通信服務(wù)的。在全球進(jìn)入互聯(lián)網(wǎng)信息化時(shí)代的今天,為響應(yīng)國(guó)家“寬帶中國(guó)”戰(zhàn)略,YD公司將致力于成為國(guó)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(yùn)營(yíng)流程為研究對(duì)象,通過(guò)對(duì)YD公司政企業(yè)務(wù)運(yùn)維流程診斷和分析,找出流程中所存在的問(wèn)題,并尋找到根本原因后,針對(duì)性地提出相應(yīng)的改進(jìn)建議,以此縮短政企業(yè)務(wù)運(yùn)維流程的時(shí)長(zhǎng)：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(guò)對(duì)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(jìng)爭(zhēng)優(yōu)勢(shì)的手段之一是構(gòu)建新的成本優(yōu)勢(shì),其中政企業(yè)務(wù)營(yíng)運(yùn)維流程是其中較好的切入點(diǎn)。第四章,定位政企業(yè)務(wù)營(yíng)運(yùn)維流程中存在的種種問(wèn)題,運(yùn)用關(guān)鍵成功因素法及帕累托圖定位關(guān)鍵問(wèn)題。第五章,針對(duì)政企業(yè)務(wù)售前流程進(jìn)行具體細(xì)致的診斷,并根據(jù)診斷結(jié)果進(jìn)行優(yōu)化。第六章,針對(duì)政企業(yè)務(wù)售中流程進(jìn)行具體細(xì)致的診斷,并根據(jù)診斷結(jié)果進(jìn)行優(yōu)化。第七章,針對(duì)政企業(yè)務(wù)售后流程進(jìn)行具體細(xì)致的診斷,并根據(jù)診斷結(jié)果進(jìn)行優(yōu)化。第八章,總結(jié)此次優(yōu)化與流程再造。本文通過(guò)縮短YD公司的政企業(yè)務(wù)運(yùn)維流程的時(shí)長(zhǎng),運(yùn)用流程再造及流程優(yōu)化等理論運(yùn)用到Y(jié)D公司經(jīng)營(yíng)中需要及時(shí)解決的重要問(wèn)題當(dāng)中,提升了通信公司政企業(yè)務(wù)的競(jìng)爭(zhēng)力,從而對(duì)YD公司的競(jìng)爭(zhēng)戰(zhàn)略進(jìn)行了有力的支撐。本文除了對(duì)YD公司本身的業(yè)務(wù)發(fā)展有現(xiàn)實(shí)指導(dǎo)意義外,對(duì)其它通信運(yùn)營(yíng)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(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類(lèi)號(hào)】：F626

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本文編號(hào)：1371648