通信业务外包服务模式的研究

发布时间：2018-02-13 10:24

本文关键词： 通信外包代维　出处：《南京大学》2017年硕士论文　论文类型：学位论文

【摘要】：我国通信行业经过30多年快速发展,通信技术、产品业务和运营模式发生了巨大的变化。随着4G通信业务的兴起,运营商之间竞争日趋激烈,同时运营商还面对虚拟运营商和互联网公司的冲击。目前网络的规模和技术复杂程度日趋增强,运营商为了控制成本和人员增长,普遍采用网络设备维护外包的代理服务模式进行维护。如何能够有效提高代维服务质量,是运营商面对的一个难题。本文通过对运营商在目前新形势下,通信业务代维这种外包服务模式中所面临的问题,提出了运营商代维模式的变革策略。主要分析了企业的外部政治、法律、经济、社会、人口、技术因素出现的变化。分析了通信行业在移动互联网时代发展遇到的新问题。文章以JYD公司的网络代维项目为案例,分析JYD公司的内部维护管理中面临的网络规模大、管理模式分散、技术支撑手段落后,代维人员素质不高,维护质量难以控制的问题。通过SWOT方法分析企业内部的优势和劣势,辨别企业外部的机会和威胁,把内外部因素结合,形成外包服务变革的战略实施方案。首先要构建集中化的代维管理模式,改变原先分散的代维管理方式,实现省级集中化管理和地市属地化支撑的工作方式。集中代维模式建立了统一的服务标准,统一质量控制,统一培训和技能认证,统一支撑平台。集中化代维管理制订了扁平化的操作流程,减少处理流程环节,提升响应速度和工作效率。为支撑集中化管理,公司开发了高效的信息技术支撑系统,推广移动客户端APP应用,满足代维工作的流动性特点。为了提高代维人员的技能,公司建立了长效的培训制度,开展代维人员技术培训。开展代维人员技能考核认证,持证上岗。为了降低维护成本,改进了传统的维护费用结算模式,把"包月"制改为"包月和计次结合"的方式,并加强物料的仓库、日常巡检的管理。企业战略实施后达到了较好的效果,网络质量得到了明显提升,客户满意度提高,维护成本得到了控制。随着通信网络维护技术和业务的发展,运营商外包服务模式还会出现不同的问题和变化,运营商还要不断创新,优化外包服务的管理模式。
[Abstract]:With the rapid development of communication industry in China for more than 30 years, great changes have taken place in communication technology, product business and operation mode. With the rise of 4G communication service, the competition among operators is becoming more and more fierce. At the same time, operators are also facing the impact of virtual operators and Internet companies. At present, the scale and technical complexity of the network is increasing. In order to control costs and personnel growth, The agent service mode of network equipment maintenance outsourcing is widely used for maintenance. How to improve the quality of service effectively is a difficult problem for operators. This paper puts forward the reform strategy of the operator's daiwei mode. It mainly analyzes the external politics, law, economy, society and population of the enterprise. This paper analyzes the new problems encountered in the development of the communication industry in the era of mobile Internet. Taking the network maintenance project of JYD Company as an example, the paper analyzes the large scale of the network in the internal maintenance and management of JYD Company. The management mode is scattered, the technical support means are backward, the quality of the maintenance personnel is not high, and the maintenance quality is difficult to control. Through the SWOT method, the advantages and disadvantages of the enterprise are analyzed, the opportunities and threats outside the enterprise are identified, and the internal and external factors are combined. To form a strategic implementation plan for outsourcing service reform. First of all, we should build a centralized management mode of generation maintenance, and change the original decentralized management mode of generation maintenance. Implementation of provincial centralized management and local support. Centralized maintenance model established a unified service standards, unified quality control, unified training and skills certification, Unified support platform. Centralized maintenance management has made flat operation flow, reduced processing flow, improved response speed and work efficiency. In order to support centralized management, the company developed an efficient information technology support system. Promote mobile client APP application to meet the mobility characteristics of the maintenance work. In order to improve the skills of the maintenance personnel, the company has established a long-term training system, developed the technical training of the agent maintenance personnel, and carried out the skills assessment and certification of the generation maintenance personnel. In order to reduce the maintenance cost, the traditional maintenance cost settlement mode has been improved, the "monthly contract" system has been changed to the "monthly contract and plan combination" method, and the warehouse of materials has been strengthened. Daily inspection management. After the implementation of the enterprise strategy to achieve better results, the quality of the network has been significantly improved, customer satisfaction increased, maintenance costs have been controlled. With the development of communication network maintenance technology and business, Operator outsourcing service mode will also have different problems and changes, operators must continue to innovate to optimize the outsourcing service management model.
【学位授予单位】：南京大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F626

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