当前我国正处在信息化发雇的重要时期,“移动互联网”、“云计

算”、“大数据”方兴未艾。随着通讯行业技术的演进,用户对业务的

需求由简单的传统资源型带宽逐渐转变为大型跨域项目。同时,国家

对三大运营商的管理政策放开,由此运营商全面进入全业务运营时代。

而政企客户由于具有政策引领、产业链聚合等特殊价值,是拉动全网

业务服务提升的重要抓手,成为三大运营商竞争的焦点。

本文将针对A运营商政企客户部关于信息化服务发展的新需求,

重新梳理评估“一站式服务”的问题与不足。进而从流程再造的角度,

对一站式服务体系进行升级转型,为该体系如何解决在新移动业务、

融合业务背景下高效协调运作的问题提出解决路径。从精细化管理角

度,对一站式服务的组织管理制度进行再次设计,为提升一站式服务

效率和优化服务水平提出改进方案。在此基础上,健全优化A运营商

政企客户一站式服务的保障体系,尤其是协同机制与IT运营管理支

撑体系。

关键字:A运营商政企客户流程再造精细化管理

ABSTRACT

With the evolution of communication industry and technology,

the user demand for business from simple traditional resource-based

bandwidth into large-scale cross-domain projects gradually. At the

same time, the nation loose the policy on the management of the three

carriers, they are fiilly into the era of all business operations, because

of the policy guide, industry chain polymerization, enterprise

customers is one of the important gripper, pull the entire network

business service become the focus of competition three carriers.

This article will focus on A carrier enterprise customer

department about the new needs of the development of information

technology services and assess one-stop service problems and

deficiencies. Then from the perspective of process reengineering, the

one-stop service system upgrade transformation, for the system how

to solve under the background of new mobile business, business

efficient coordination problems puts forward the path. From the

perspective of fine management, organization and management

system of one-stop service design again, to improve efficiency and

optimization scheme to improve the service level of one-stop service.

KEY WORDS: enterprise customers the elaborating

management process reengineering A operators