YD公司政企业务运维流程的优化

发布时间：2018-01-03 00:41

本文关键词：YD公司政企业务运维流程的优化　出处：《电子科技大学》2015年硕士论文　论文类型：学位论文

【摘要】：长期以来政企客户都是通信运营商开拓的重点,政企业务是各运营商近几年来关注业务的重中之重。政企客户之所以对通信运营商有如此高的战略地位,相对其他业务或客户类型,主要是其具有“一高、两大”的特性,高ARPU值为一高,对通信运营商的收入指标贡献大、社会影响力大为两大。根据“二-八”法则,只要抓住政企客户,做好政企业务,就可以把握市场、影响全局,尤其是在规模效应十分显著的通信行业内,政企客户的稳定和发展对于通信运营商的整个战略部署具有非常重要的意义。YD公司的总部位于北京,作为中国三大通信运营商之一,YD公司运营着全球最大的通信网络,拥有全球最大的用户群,全球每拨出三个电话,就有一个是由YD公司提供通信服务的。在全球进入互联网信息化时代的今天,为响应国家“宽带中国”战略,YD公司将致力于成为国际一流的政企数字化服务专家。本文以YD公司政企业务运营流程为研究对象,通过对YD公司政企业务运维流程诊断和分析,找出流程中所存在的问题,并寻找到根本原因后,针对性地提出相应的改进建议,以此缩短政企业务运维流程的时长：第一章,首先提出了研究背景和研究思路；第二章,阐述了流程再造和流程优化的定义以及相关的工具及学术理论；第三章,通过对YD公司发展现状和其所在行业发展现状的分析,提出YD公司谋求竞争优势的手段之一是构建新的成本优势,其中政企业务营运维流程是其中较好的切入点。第四章,定位政企业务营运维流程中存在的种种问题,运用关键成功因素法及帕累托图定位关键问题。第五章,针对政企业务售前流程进行具体细致的诊断,并根据诊断结果进行优化。第六章,针对政企业务售中流程进行具体细致的诊断,并根据诊断结果进行优化。第七章,针对政企业务售后流程进行具体细致的诊断,并根据诊断结果进行优化。第八章,总结此次优化与流程再造。本文通过缩短YD公司的政企业务运维流程的时长,运用流程再造及流程优化等理论运用到YD公司经营中需要及时解决的重要问题当中,提升了通信公司政企业务的竞争力,从而对YD公司的竞争战略进行了有力的支撑。本文除了对YD公司本身的业务发展有现实指导意义外,对其它通信运营商公司也有一定的参考作用。
[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.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F626

【参考文献】