Optimization Design Of The Mobile APN Access Product

The Henan Unicom Corporation reorganized at the end of 2008,regarded providing mobile enterprises informationization service as the group customer seriously and tries to develop customer's market of the Group with 3G informationization service. In July 2009, Henan Unicom released Mobile APN Access product, but found that the test customers were very unsatisfied to the service, and made the decision to optimize and improve the service flow.In order to solve the problems appearing in the product probationary period, taking APN access service clear flow and SIM card service disposition flow for study object, according to communication services product characteristic,group customer demand characteristic.enterprise actual situation and customer sensation, the article has established the product quality target model and chosen three key CTQs(Critical-To-Quality).The service flow improvement's goal is the promotion of CTQs.Referring to the BPR theory, the article collects the data which the product flow analysis needs by tracking the actual service clear process and simulating the user service clear process.Moreover, measurement system's reliability is also analyzed. Then APN access service clear flow and SIM card service disposition flow are divided into certain links and the flow charts are drawn up.The article analyzes various links' input/output information, job objective, time-consuming, finds out the relationship among this links. According to the plan network chart and the causes and effects chart analysis result, the influencing factor to the three CTQs is obtained. The article proposes the optimization and the corrective measure in the flow link establishment,the ability to serve marketing and the operators' professional quality, examines the flow improvement implementation effect, and proposes the flow control measure. Finally, the conclusion is drawn:the flow optimization measure to the product flow which based on the BPR theory is practical effective, and the direction of further optimization is proposed.After the examination, the flow corrective measure proposed has made the remarkable progress:service clear period ratio reduced for 200.32 hours, the efficiency enhanced 57.9%; time-consuming of the SIM card service disposition cycle reduced for 52.43 hours, the efficiency enhanced 79.24%; the SIM card service data mapping success ratio is 100%, enhanced 28.4%. These measures have guaranteed the APN access product smoothly going on the market and promoted the Henan Unicom's competitive power in the group customer market. At the same time, this article unifies the telecommunication services product quality characteristic, the BPR management concept and the Henan Unicom's concrete reality, applies this theories in the mobile enterprises informationization service flow, carries on a beneficial attempt for Henan Unicom's later product's flow design and the optimization, gains in the experience for Henan Unicom's later development of mobile enterprises informationization product.