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论文编号：	6935
作者编号：	2220130101
上传时间：	2014/12/8 16:04:17
中文题目：	北京电信运维体系的风险管控及应对策略研究
英文题目：	The research of beijing tlecom operation and maintenance system risk management and strategies
指导老师：	严建援
中文关键字：	北京电信 运行维护体系 风险管理 集约化
英文关键字：	Beijing Telecom, Operation and Maintenance System, Risk control, Intensification,
中文摘要：	近年来，电信市场竞争格局发生了根本性变化，电信企业由原来的一枝独秀变为了如今由中国电信、中国移动、中国联通三足鼎立的新格局。在全业务和4G格局下，电信企业产品之间的差异不断缩小，同质化竞争越来越严重，如何积极应对市场竞争、进一步加强对市场前端的支撑保障、更好支撑企业转型与创新突破，是运行维护工作面临的新挑战。电信企业的竞争也从原来单一的产品竞争转变成了产品、服务、成本相结合的综合实力竞争，后端运行维护对于企业稳定和发展的影响日益凸显，需要及时发现运行维护体系的风险因素，适时实施应对策略，以适应市场的不断变革。从内外部环境来看，无论是外部形势还是企业发展，都对运行维护体系提出了更高要求，运行维护体系的支撑和服务能力已经上升为公司的核心竞争力之一。如何提升效率与服务质量，降低成本，如何通过运行维护体制机制建设、资源及手段配备等方面进行优化与创新，通过合作、外包、市场化机制等多种形式，有效借助外力提升效益，加快对新技术、新标准的掌握和理解等问题已经迫切的摆在企业面前。本文在简要介绍风险管理相关理论和北京公司运行维护现状的基础上，对如何识别和管理公司后端维护风险进行了分析和探讨。本文以中国电信和北京公司运行维护体系作为主要研究对象，明确目前存在的问题。然后，本文将从运行维护体系对公司运营风险识别入手，通过分析和研究公司风险管理实施策略，以提升客户服务满意度和网络运行维护价值显性化为要求，以快速响应与高效支撑市场发展为目标，以保障维护机制高效运转为基础，探索如何构建与首都地位相适应的网络运营服务模式。在此基础上，本文将制定公司基于客户感知的高价值网络运营体系的实施策略。最后，本文将对研究结论进行总结，展望下一步研究方向。
英文摘要：	These years, fundamental changes have taken place in telecommunication market competition. There are three Telecoms in China mainland, which are China Telecom, China Mobile and China Unicom. The differences between the products which are provided by the three telecoms are less than ever before in the telecom area. Otherwise, the competition in the products is much like the competition of the service; it means how the telecom to support the marketing and how to do the innovation in the traditional market is the risk in the operation and maintenance system. Competition in the telecommunication enterprises from the original single product competition into a product, service, cost of combining the comprehensive strength competition, from the point of internal and external environment, both external environment and enterprise development, all of the operational system put forward higher requirements, the operational system of support and service ability has risen to one of the core competitiveness of the company. How to improve the efficiency and service quality, reduce cost, how to through the operational system and mechanism construction, resources, and the method with optimization and innovation, through a variety of forms such as cooperation, outsourcing, market-oriented mechanism, effective efficiency by external force, speed up the mastery and understanding of new technologies, new standards have urgent problems such as facing the enterprise. In this dissertation, firstly, there is a brief introduction of the related risk management theory and the Beijing Telecom operations, on the basis of how to identify and release the backend maintenance company risk are analyzed and discussed. Secondly, the operational system in China Telecom and Beijing Telecom would be focused and it would states the problems in there two company. Then, this dissertation will, from the perspective of the operational system of operational risk identification to the company, through the analysis and research on the company's risk control implementation of the strategy, in order to enhance customer service satisfaction and network value be made explicit requirements, with quick response and efficient support market development as the goal, to ensure efficient operation of maintenance mechanism as the foundation, to explore how to build compatible with the capital status of network operations services model. On this basis, this paper will develop company based on customer perception of high value network operating system the implementation of the strategy. Finally, this dissertation be summed up, and also give some further work.
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