Research On CRM In Telecom Orient To NGOSS

It is obviously that the telecommunication industry is becoming more opening, competitive and full of challenge day by day. In order to enhance the critical competitive ability, it is an urgent strategy for basical telecommunication enterprises to strengthen information system in various fields such as the business, procedure, service, decision, and management and so on. The construction of the support system including the customer relationship management (CRM) is one of the most important things to the enterprises when they meet the situation with increasingly competitive market in present time.The idea of new generation operation system and software (NGOSS), which was majored by Telecom Management Forum (TMF), payed closed attention to the telecommunication operation fields. It described the business hierarchical procedure, enterprise data unity, interface of support platform, and coordinative operation between each application systematically and in an all-round way.This thesis analyzed the progress and current researches about CRM of telecommunication operation. According to the international and domestic research of NGOSS, and the current situation and development trend of telecommunication enterprises, it pointed out the requirement of CRM towards NGOSS in practical operating, including the system architecture, the information model and new technical application. The new CRM system is innovative in the integration and management of business and service to customers. The idea of "precise benefit operation" is through this thesis. The key idea of this thesis is Service Oriented Architecture (SOA).On the basis of analyzing advantage of NGOSS technological thoughts, the thesis especially described the way for CRM to get progress orient to NGOSS. We provided a kind of new CRM system based on eTOM(enhanceed telecom operation map) theroy and SOA concept, and designed its procedure groups at many levels, described each business procedure frame in detail. There were several innovative points in the new frame including service management for custom and business procedure intergrating. It also analyzed the issue facing the development of value-added service of 3G, proposed the expansive frameworks of CRM combining e-commerce based on SCM/PRM. Moreover, It put forward information model and data bus architecture accorded to SOA theroy, and the solution for TNA(technical neutral architecture). In the information model research of CRM, we introduced the concept of SID(shared information and data model), put forward shared customer regional and system regional information model, and the information visiting mechanism of unifying data view. This part of research is the basis for building the CRM system.Since business intelligence(BI) is the important direction of CRM, chapter 3 of thesis researched the model of policy-supporting service after analyzed the demand of the telecommunication CRM, and designed a frame of policy type CRM system toward commercial intelligence. In turn, it illustrated the working mechanism of policy-supporting CRM with cases. It studied the CRM policy modelling, the policy matching and optimizing algorithm specifically combined with the issue of subdividing and maintaining of custmer management. The policy-supporting service model is a kind of software framework between business intelligence system and operating system, which is a innovation in the research on BI.In chapter 4, the characteristic of the work flow and ASP(application service provider) technology were discussed. In view of enhances the system efficiency and the reusability question, It Proposed a solution of service combination solution based on work flow, which was applied to solve SLA/QoS(service level agree / quality of service) question. In the article we proposed a model of ASP service combination based on work flow, studied the algorithm and key technologies, which were innovation spots in this paper. The practical significance of these research work was to enable the the customer service system of enterprise to have certain elasticity and the tensity, to the realization of effectively handling the business procedures in rear end, so that to cause the entire enterprise to operate toward raising the customer service level at customer contacting end. This part also was innovation to the technical neutrality construction fundamental research.It mainly studied the safe authentication model and the frame in the 5th chapter. Based on the analysis of the demands on the security and authentication of CRM, it summarized the characteristic of the password technology of the present common key, and proposed an improved distributed authentication scheme based on the multinomial shared, provided the algorithm of renewing key and managing the key authentication, and explained the advantage of this authentication scheme. According to the character of complex and expansion of CRM system, we proposed the security alliance's solution taking systematic PKI as the core. The models and algorithms of security and authentication management is one of the innovations of this thesis.In the research on the system model, we designed and improved a large number of working cases with R&D group, projected part of imagination in this study, and described the practice situation. This part appraised the paper research results usability and the sophistication from the application angle.In summarized, this thesis pointed out the meaning of studying and innovating in CRM even for information system construction to telecom operating enterprises, and expected the future research work. In order to promote enterprise's information-based integral level effectively and figure out the plan of the information system construction of enterprises, it is critically important to set up a unified specifically technological standard for business supporting system. Furthermore, How to apply advanced technological system standard to service our country's telecommunication enterprise in information construction is a subject that worth to concentrate on for a long time.