The Operation Support System Of Group Customer Service For Converged Services

The telecommunication industry restructured in May of year 2008, since then there have been three main telecommunication operators in China. They are China Telecom, China Mobile and China Unicom. With the release of 3G licenses, these three operators compete heavily in converged services especially in Group Customer Services. For the operators, how they apply ETOM to establish their own process architecture, and making their own top-ranking operation management system, is the key factor to improve themselves from excellence to super-excellence level; how they apply the most advanced technology of international specification and management concepts to real enterprise routine operations to make top-ranking operations support system, is the critical factor to enhance core-competitiveness of the enterprise. The paper here focuses on the specifics of telecommunication-enterprises 'converged services in the situation of telecommunication industry restructure in China, analyses the competition environment of group customer services market, investigates the critical factor limiting China Mobile from running its group customer services market and finally maps the targets and directions of group customer service support system construction.The paper adopts the model theory of ETOM , through analyzing different process modules of ETOM model and combining the writer's personal long-working experience in China Mobile, into research of functional modules of Group Customer Services support system, and advises that the construction of support system of group customer service should cover four areas, Group Service activation, Group Service assurance, construction of Comprehensive Network Management system and construction of comprehensive resources, to build a whole process operation support system including group customer market exploration, maintenance and operation.After studying eTOM theory model, the paper explains practical problems in Converged services operation using descriptive method, revealed contradiction between current system and business practice, and give implementation proposals for constructing all functional modules needed in a complete group customer support system, based on theory model and logic analysis.