摘要
智能手机的普及极大的改变了生活方式的同时，人们对随时随地接入高速网
络的需求也日益增加。在移动互联网的时代，对于传统的通信运营商而言，需重
新定位自身的角色，由传统的语音话务和短信服务提供者，转变为智能管道的提
供者。三大通信运营商之间的竞争，已经由语音短信话务量的竞争转变为数据流
量的竞争。要确保给用户随时随地的提供高速便捷的网络，通信基站的建设和稳
定则是基础。深圳的手机用户密度为全国之最，而中国移动通信集团广东有限公
司深圳分公司（以下简称深圳移动）经过十多年的发展，已经拥有将近一万个物
理基站，基站密度为全国之最。因此，如何做好基站物业的关系维护工作，保证
网络的稳定，是深圳移动基础维护工作中迫切需要思考的问题。本文通过对深圳
移动基站物业关系维护体系的研究，思考如何提升基站物业的关系维护工作

本文依据职能型组织结构理论，采用文献研究法、案例分析法对深圳移动基
站物业关系维护的组织结构进行分析，研究目前存在的问题与现有组织结构之间
的关系，发现其结构不合理和流程环节缺失之处。依据矩阵型组织结构理论重新
对组织进行设计，建立适宜的矩阵型组织结构，使组织内部沟通更加顺畅，资源
的利用更为高效，以达到支撑组织战略、实现组织目标的目的。在上述工作的基
础上，本文依据活系统模型理论（VSM），采用文献研究法、案例分析法，研究在
矩阵型组织结构建立后，深圳移动基站物业关系维护工作中各岗位之间的联系和
控制机制, 将深圳移动基站物业管理室的组织内部控制比作人体的控制进行讨
论，研究如何改善各岗位之间的联系机制，提高问题的处理速度，提高整体组织
的工作效率。最后，本文依据业务流程重组理论（BPR），采用文献研究法、案例
分析法、统计分析法，对深圳移动的基站物业的关系维护工作流程和合作单位考
核制度现状进行分析，剖析其不顺畅及制约工作质量的原因，重新建立以物业维
系为主线的工作流程和以业主满意为导向的合作单位考核制度。同时研究如何建
立专业的对外工作规范，以达到让业主满意的目的

本文通过对深圳移动基站物业关系维护现状的研究，制定规范合理的基站物
业关系维护体系，对深圳移动的网络质量的保证具有针对性实践指导价值。同时，
本文的研究对于其它通信运营商的基站关系维护工作也有一定的参考价值

关键词：基站物业；关系维护；组织架构；深圳移动
2MBA 学位论文 作者：朱海东 深圳移动基站物业的关系维护体系优化研究
Abstract
The popularity of smart phones has greatly changed the way of life, there is an increasing
demand for access to high-speed networks anytime, anywhere. In the era of mobile Internet, it is
necessary to reposition its role for the traditional communications operators. From the traditional
voice traffic and SMS service provider to the provider of intelligent pipeline. The competition
between the three communication operators has been changed from the competition of voice and
message traffic to the competition of data traffic. In order to provide users with high speed and
convenient network anytime and anywhere, the construction and stability of base station is the
foundation. Shenzhen is the city with the highest density of mobile phone users in China. China
Mobile Communications Group Guangdong Co., Ltd. Shenzhen branch (hereinafter referred to as
Shenzhen mobile) after more than 10 years of development, has nearly a physical base station, the
base station density of the country&39;s most. Therefore, how to do a good job in the maintenance of
the relationship between the base station property, to ensure the stability of the network, is an urgent
need to think about the basic maintenance of Shenzhen mobile. Based on the study of Shenzhen
mobile base station property relationship maintenance system, this paper discusses how to improve
the relationship maintenance of the base station property.
According to the theory of functional organization structure, using the method of literature
research and case analysis to analysis Shenzhen mobile base station maintenance organization
structure property relations.,to research the relationship between the problems and the existing
organizational structure and to find the unreasonable structure and the process defect. On the basis
of matrix organization structure theory to redesign the organization, establish a matrix
organizational structure for the internal communication more smoothly, resource utilization is more
efficient, in order to support the organization&39;s strategy and to achieve organizational goals. Based
on the above work, this paper on the basis of Viable System Model(VSM), using the methods of
literature study and case study, to research the links between each position and control mechanism
of Shenzhen mobile base station maintenance of the property relations after the establishment of
matrix-type organization structure. To discuss the internal control of the organization of the property
management office of Shenzhen mobile base station compared to the human body, study how to
improve the linkages between the various positions, improve the processing speed, improve the
overall efficiency of the organization. Finally, based on the theory of Business Process
Reengineering (BPR), using the method of literature research, case analysis, and statistical analysis
3MBA 学位论文 作者：朱海东 深圳移动基站物业的关系维护体系优化研究
to analyse the work flow of the Shenzhen mobile base station property relationship maintenance and
the cooperation evaluation system,to find the cause of not smooth and low quality of work.Re-
establish the work flow as the main line of property relationship maintenance and the evaluation
system of cooperative based on customer demand.At the same time,find how to establish a
professional external work standards, in order to achieve the purpose of owners satisfaction.
In this paper, through the study of the current situation of Shenzhen mobile base station property
relationship maintenance,to establish a normative and reasonable base station property relationship
maintenance system has practical guidance value for the Shenzhen mobile network quality
assurance.At the same time, the research of this paper has some reference value also for the
maintenance of the base station of other communication operators.
Key words: base station property; relationship maintenance; organizational
structure; Shenzhen mobile
4MBA 学位论文 作者：朱海东 深圳移动基站物业的关系维护体系优化研究目录
中文摘要... II
Abstract .... III
一、引言....7
（一）研究背景与研究问题 ... 7
（二）研究内容与技术路线 ... 9
二、理论综述......11
（一）业务流程重组（BPR） . 11
（二）矩阵型组织结构理论 .. 12
（三）活系统模型（VSM） ... 15
三、深圳移动基站物业关系维护现状分析.....18
（一）深圳移动基站物业关系维护现有组织结构分析 .... 18
（二）深圳移动基站物业关系维护工作流程分析 ........ 22
（三）深圳移动基站物业管理室合作单位考核制度分析 .. 27
四、深圳移动基站物业关系维护体系的优化.34
（一）深圳移动基站物业关系维护体系优化目标 ........ 34
（二）深圳移动基站物业关系维护体系组织结构优化 .... 34
（三）深圳移动基站物业关系维护体系工作流程重构 .... 41
（四）深圳移动基站物业管理室合作单位考核制度优化 .. 43
（五）基于公司与业主矛盾减少的对外工作规范的建立 .. 45
五、深圳移动基站物业关系维护体系执行保障.........48
（一）公关支撑服务专项保障措施 ........ 48
（二）深圳移动基站物业关系维护体系实施步骤 ........ 50
（三）深圳移动基站物业关系维护体系实施效果测评方法51
六、结论与展望 .54
（一）本文研究结论 ........ 54
（二）未来研究展望 ........ 55
参考文献..56MBA 学位论文 作者：朱海东 深圳移动基站物业的关系维护体系优化研究致谢.........