Sichuan Mobile Group's Customers' Business End-to-end Process Optimization

With the issue of the 3G license on May 2008, China's telecom industry has been turned into an open three-horse race among China Mobile, China Unicom and China Telecom. Moreover, full service operating system has acted as an open ceremony of a new round competition in national telecommunication market. In the competitive environment of full service, the competition for group client which is the focus of the stock market has been increasingly fierce. Different from individual clients, group clients own a much greater ability to bargain, and they expect that the information products can satisfy all their variable and complicated demands, and are closely connected to reality in actual production, thus single product and price is not a preferable choice for them. However, since China Mobile has been putting emphasis on individual mobile service before entering the environment of full service, though it has done a good job meeting the requirement of communicating as soon as one starts individual mobile service, it has difficulty satisfying the need of the development of the group clients service. Under this circumstance, to diagnose and optimize the problems lying in the existing process and to promote the capacity of operation support and service quality so as to satisfy the need for the development of group clients service market is quite imperative for China Mobile.After a complete survey of the service process, this paper mainly studies the service process of group clienst in China Mobile Group Sichuan Co., Ltd, analyzes its potential problems and proposes several suggestions for optimization. The first part of this paper introduces the background and methods for study. Then the second part gives a detailed introduction to the definition and development of process management, and some relevant methodology and theoretical tools are discussed as well. In the third part, an analysis for present group clients market and the strategy of group clients service of China Mobile Group Sichuan Co., Ltd is made at first. Then the process of group clients service of China Mobile Group Sichuan Co., Ltd is defined in the notion of"end-to-end". Finally a diagnosis of the ICT service process is performed from five dimensions through the combination of the theory of constraints and four elements of process in the realm of certain process. In part four, some optimization targets and thoughts of group clients service process are put forward, and the service process of group clients in China Mobile Group Sichuan Co., Ltd is optimized using theoretical methods like Benchmarking and ECRS. In the fifth part, a myriad of supplementary measures for the optimization of the service process of group clients are proposed, such as internal service level agreement (SLA), improvement of evaluation and management mechanism, large-scale customization, etc.Not only has this paper found out several strategies and approaches to the problems in the development of group clients service in China Mobile Group Sichuan Co., Ltd, but also has summarized some new methods for studying and analyzing the problems of group clients , which are believed to be both practical instructions to the development of service in China Mobile Group Sichuan Co., Ltd and valuable references to other companies of the same type.