Xiangtan, China Unicom Modern Operation And Maintenance Service Management System

Aims to world-class broadband communications and information service operator, China Unicom has become a well-known large telecom enterprise at home and abroad from small to large since its establishment in 1994. However, as the increasingly fierce market competition, telecom operators have accelerated the practice of strategy transition to complete constantly transformation to market-oriented, customer-focused, benefit-oriented business model and maintenance mode. The traditional operation and maintenance management and service system is focusing on network equipment and technology instead of customers concerned. Because it can not provide proactive customer service which resulting in slow response speed and low customer satisfaction, it gradually no longer meet the market demand.This article describes the basic theory of telecom operation and maintenance service management system, introduces the formation and development of modern telecom operation and maintenance service management system, and intensively studies the various types and selection factors of it. In this paper, Xiangtan branch of China Unicom operation and maintenance service management system status and problems of development is in-depth analyzed and studied.For the necessary of developement, Xiangtan Unicom built modern operation and maintenance service management model, clear the target of operation and maintenance service management system construction, put forward the corresponding ideas and methods of construction. Through specific goals, optimizing organizational structure, working process improvement, paying more attention to customers, following closely about enhancing the services, emphasizing the costs to meet market needs. Finally, according to the actual situation of Xiangtan Unicom, this paper draw a plan for Xiangtan Unicom operation and maintenance service management system in the transformation period. The plan is consist of the constructions about organizational structure, work flows, operation supporting systems, and corporate culture and so on, and gives a summary and outlook of posterior operation and maintenance service management system operation and maintenance work.