江苏电信维护服务外包管理研究

发布时间：2018-03-02 12:21

本文选题：江苏电信　切入点：服务外包　出处：《兰州理工大学》2013年硕士论文　论文类型：学位论文

【摘要】：随着国家改革开放的不断深入,通信行业的发展已是日新月异,电信市场的竞争也越来越激烈。同时,客户对电信服务要求越来越高,电信运营商对自身服务标准也在不断提升。一方面在新的市场发展环境下,各个电信运营商结合自身发展的实际情况,为达到经营成本的降低、运营效率的提高、生产运作风险的规避、组织架构的创新以及市场竞争力优势的提升的目的。另一方面由于《新劳动法》的实施,尤其新劳动法的条款里对劳务派遣连带责任的提出,以及用人成本大大增加,各运营商特别是中国电信、中国移动和中国联通为了规避这样的风险,以及自身存在管理人员匮乏、管理水平和管理能力不够,还有客户对服务要求的不断提高,使得网络维护服务外包有了实现的可能,它们更加关注服务外包,并加速维护服务外包的进度。但是,如果运营商对于网络维护外包的质量管控不到位,绩效评估不合理,外包商的选择有缺陷,那么就会影响企业自身的发展。因此,开展运营商实施网络维护外包管理模式进行深入的研究探讨有着重要的理论和实践意义。本文对于江苏电信运营商的维护服务外包管理模式发展进行了研究和分析。首先,在研究文献的基础上,对电信维护服务外包管理模式的基础理论进行了系统的梳理,对江苏电信公司网络维护管理现状及存在的问题进行了分析；其次,结合江苏电信公司的实际运营情况,运用SWOT分析和数字模型选择方法建立江苏电信维护服务外包供应的选择体系,通过有效的决策方式,来进行江苏电信维护服务外包管理评价与选择。最后,就江苏电信公司网络服务外包模式具体的实施和管理措施提出了建议,更好的解决电信维护服务外包管理发展过程中的问题,从而使江苏电信维护服务外包管理对全国各省电信企业运营发展具有借鉴意义。
[Abstract]:With the deepening of reform and opening up, the development of the communication industry is the competition of telecom market change rapidly, becoming increasingly fierce. At the same time, customers of telecom services have become increasingly demanding, telecom operators of its service standards are rising. On the one hand, the new market development environment, combined with the actual various telecom operators the situation of their own development, in order to reduce operating costs, improve the operating efficiency of production and operation, to avoid the risk, organization innovation and market competitive advantage to ascend. On the other hand, due to the implementation of the new "labor law" put forward, especially the new labor law in terms of the dispatch of the joint liability. And the employing cost increase, the operators especially China Telecom, China Mobile and China Unicom Chinese in order to avoid such risks, and its management personnel shortage, management level and management Physical ability is not enough, and customer service requirements continue to increase, the network maintenance service outsourcing possible, they pay more attention to service outsourcing, service outsourcing and accelerate the maintenance schedule. However, if the operator is not in place to control the quality of network maintenance outsourcing, performance evaluation is not reasonable, the defects in the selection of outsourcing then, the development will affect the enterprise. Therefore, to carry out operators to implement network maintenance outsourcing management mode in-depth study has important theoretical and practical significance.
This paper has conducted the research and analysis for Jiangsu telecom operators to maintain the development of service outsourcing management mode. Firstly, on the basis of literature research, on the basis of the theory of Telecom maintenance outsourcing management model conducted a systematic review of the management status quo and existing problems of Jiangsu telecom network maintenance is analyzed; secondly, combined with the the actual operation situation of Jiangsu telecom company, using the SWOT analysis and the digital model selection method for establishing Jiangsu Telecom maintenance service outsourcing supply system, through the effective way of making decisions for the Jiangsu Telecom Maintenance Evaluation and selection of service outsourcing management. Finally, puts forward some suggestions on the implementation of Jiangsu telecom network service outsourcing mode and specific management measures of maintenance service outsourcing management development process better solve the problems in Telecom, so that Jiangsu Telecom maintenance outsourcing management It can be used for reference to the development of telecom enterprises in all provinces in China.

【学位授予单位】：兰州理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F626;F274

【参考文献】