摘要
在互联网技术不断发展的当今社会,宽带网络成为人们生活中必不可少的事
物,作为通信行业的基础运营商,中国电信以其丰富的宽带资源和不断提升的带
宽为互联网用户提供基础的宽带网络服务。2008年通信行业重组之后,联通、移
动、电信三大运营商纷纷放眼于宽带业务,使得宽带业务的竞争日趋激烈。2010
年开始,小型宽带接入商在沈阳悄然兴起,以低资费、高带宽和快速安装为卖点,
抢占了一定的宽带市场份额,使沈阳的宽带业务竞争进入白热化阶段。

依据业务流程再造的相关理论和思想,通过调查沈阳电信现行宽带业务流程,
深入剖析沈阳电信宽带业务流程各环节,分析了营业受理、资源配置、施工等方
面的实际情况和存在问题,找出现有业务流程中制约沈阳电信宽带业务发展、影
响沈阳电信宽带业务竞争力的问题;结合沈阳宽带业务发展实际和竞争对手情况,
设计符合沈阳电信公司宽带发展需要的宽带业务流程,引入信息化手段,建设和
完善信息化系统,为宽带业务流程提供基础管理平台;制定流程再造的保障措施,
从组织结构、宽带资源、绩效考核三方面为流程再造提供实施保障,提出实施再
造需要注意的问题。

关键词:宽带;电信;业务流程再造;信息化
Abstract
Today,with the growing internet technology,the broadband network has become
an enssential thing in life. As a basic operator of the communication industry, China
Telecom, with its rich broadband resources and rising bandwidth, provides the basic
broadband network services for the Internet users. After the reorganization of
communication industry in 2008,the three major telecom operators,China Unicom,
China Mobile and China Telecom, are all focused on the broadband business, it makes
the broadband services becoming more competitive. Beginning in 2010,small
broadband access providers are spring up. With the selling points of low cost,high
bandwidth and quickly installed, they seized a certain share of broadband market,
making the competition of broadband business become white-hot.
According to the theory of process re-creation, this article investigated the current
broadband business processes of Shenyang Telecom, and analyzed the actual situation
and the existing problems of the each part of the business processes, the business
accqjtance,the resource allocation, and the construction. It is according to the
perspective of business process to studying the constraints of Shenyang Telecom
broadband business and the affections of broadband business competitiveness.
Combined with the actual development of broadband services and the competitors'
situation, this paper designed a business process to meet the development of Shenyang
Telecom broadband business, introduced the means of information technology, and
improved the information system to providing the basis management platform for
broadband business process. With the organizational structure, broadband resources
and performance, it offered business process re-creation safeguard and proposed the
problems of reconstruction.
Key words: broadband; telecom; business process re-creation; information