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论文编号：	2206
作者编号：	2120082414
上传时间：	2010/5/24 17:27:29
中文题目：	基于eTOM模型的H移动公司流程体系构建与流程优化研究
英文题目：	Based on eTOM H-Mobile''''s process system construction and process optimization research
指导老师：	戚安邦
中文关键字：	eTOM；业务流程；流程管理；流程体系；流程优化
英文关键字：	eTOM; Business Process; Business Process Management; Business Process System; Business Process Optimize
中文摘要：	随着2009年3G牌照的发放，电信行业又迎来一轮新的整合，通过此次拆分重组，国内电信行业将形成由中国联通、中国电信和中国移动三家运营商作为竞争主体参与3G时代全业务运营的竞争的新格局。面对机遇与挑战并存的新的发展形势，运营商需要增强企业管理能力，通过调整内部组织结构，优化业务流程，建立起一套适应企业内外部环境变化的高效、灵活的管理机制。 eTOM作为国际上通用的运营商流程管理框架体系，为国内电信运营商建立公司流程体系构架、优化业务流程提供了参考模型。它由电信管理论坛TMF开发，从整个企业的角度，阐述了电信运营商的业务流程框架，是开发和集成电信企业流程的一个基本依据，也是电信运营业务流程的国际标准规范。 本文基于eTOM模型对H移动公司的流程体系构建和流程优化进行研究，以帮助H移动公司在全业务竞争格局下，提高省市一体化能力和跨部门协作的效率，实现其“以客户为导向，以市场为中心”的新的战略目标。首先，简要介绍了eTOM模型和流程优化相关理论；其次，通过对H移动公司的管理现状的阐述，找出其存在的关键问题，诊断其流程体系，构建了适合企业发展的流程体系框架；再次，在对其流程辅助体系的评估的基础上，提出了规范化的流程辅助体系；最后，通过梳理现有流程，评估流程的质量，按照流程优化的优先级，对关键流程作了优化举例，为H移动公司对流程优化与管理提出了可操作的方法。 在电信行业迎来全业务运营的新环境下，引入eTOM模型来构建H移动公司的流程体系并优化其业务流程，希望通过对相关理论的介绍与实际案例的研究，对电信企业流程的管理提供有价值的经验总结和理论指导，并为其在新的竞争格局下优化内部结构，增强自身竞争力，提供了较重要的参考价值和实践指导意义。
英文摘要：	With issuance of 3G licenses in 2009, the telecommunication industry has ushered in a new round of consolidation, through the split and reorganization, the domestic telecom industry will be formed by China Unicom, China Telecom and China Mobile.The three main operators will participate as competitive participants in full-service business operations which is a new pattern of competition in the era of 3G.To face with the new development situation which has both opportunities and challenges, operators need to enhance enterprise management capacity, by adjusting the internal organizational structure, optimizing business processes, building a set of efficient and flexible management mechanism to adapt the changes of the internal and external environment. As a general framework for the process management system of the operators in the international, eTOM provides a reference model for the domestic telecom operators to build the architecture of company processes and optimize business processes. It is developed by the TMF (Telecom Management Forum).It explains the telecom operator business process framework from the perspective of the entire enterprise.It is not only a fundamental basis to the development and integrate of telecom business process, but also an international standard specification for telecom business processes. This research is focused on the H Mobile’s process system construction and processes optimization based on eTOM model.In order to help H Mobile, in the full-service business competition, to raise the capacity of the provincial company and the civic company integration and the efficiency of cross-sectoral collaboration, to achieve its "customer-oriented , market-centered "new strategic goal. First, a brief description of the eTOM model and process reengineering related theories.Secondly, through describing the current situation of the H Mobile's management, we identifed its key issues of the existence, and diagnosed its process system, and builded a suitable process system framework for enterprise development. More than that, based on the assessment of its process assisted systems, we proposed a standardized process assisted systems.Finally, by combing the existing processes and assessing the quality of the process, according to the priority of process optimization, we optimized a key process for example. It provides operational approaches for H Mobile’s process optimization and management. When the telecommunication industry ushered in a new full-service operations, the research introducts eTOM model to build H Mobile’s process system and to optimize its business processes.Through introducing the relevant theories and practical case study, it hopes to provide valuable experience summarization and theoretical guidance on the telecommunications business process management. In the new competitive pattern, the researches also provide a more important reference value and practical significance for its optimizing the internal structure and strengthening its competitiveness.
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