| Purpose and Meaning of the ResearchFor a long time, the communication operation enterprises of country have been adopting the pyramid type hierarchical management system based on the function division. With the increasingly enlargement of the enterprise scale, some obvious abuses appeared in this management system. Firstly, the scope of management is too large and the managerial information losses a lot during the transmission between different hierarchies; secondly, the lower-level sectors only need to service the higher-level sectors, hence the sectors of the same hierarchy are likely to have the departmental selfishness and reluctant to undertake responsibilities, which is just like the"railway policemen only be responsible for their own section of railway"; thirdly, the highly centralization of power hinders the exertion of gross-root managerial personnel and weakens the group advantage, hence it is unfavorable for the management innovation. Meanwhile, with the partition of domestic telecom operators and the foreign telecom operators'entering the domestic telecom market by ways of equity participation and some others, the market pattern of all-sided competition has come into being. In the aspect of network maintenance, along with the continuous improvement of the refined management of all telecom operators, the quality parameters of the network turns to be perfect gradually, and the homogenization of the network units make the network quality standards of different operators tend to be homogenized. Whereas, with the intensification of the competition, in order to maintain the network's advantage, we are required to embody the discrepancy in the network competition. So it is an important problem for us that how to embody the discrepancy in the competition of the homogenized networks.In 1990s, Michael Hammer, the America scientist and management master, put forward the thought of"process management". The process management is a systematic method which is centered by the standard terminal-to-terminal business process and has the goal of continuous improvement of business achievements of organizations. And the core idea of this method is taking customers as the focus of attention, adopting the terminal-to-terminal business operation and realizing the process automation.In the field of telecom operation, TMF (TeleManagement Forum) has been engaged in the research of telecom management and put forward the general telecom operation frame (eTOM model). In 2003, TMF submitted the eTOM to the Internal Telecommunications Union to make it as the standard of the international telecom trade, which has given a clear direction for telecom operators to perform the process management.Based on the specific analysis of the strategic goal and management status quo in the network operation and maintenance field of Sichuan Mobile, this thesis applied the thought of process management, the eTOM model, the ITIL and other telecom operation management tools to make a deep research on the problem of how can the network operation and maintenance sectors of Sichuan Mobile improve the achievement of operation and maintenance and how can these sectors perform the process management. Then the author put forward the notion that, based on the process management and according to the eTOM model, to establish the network operation and maintenance system of Sichuan Mobile and realize the automation of operation and maintenance processes. And the notion has been applied in the practice of network operation and maintenance of Sichuan Mobile.1. Methods and Main Contents of the ResearchThe eTOM is the Telecom Operation Map summarized by the TeleManagement Forum (TMF). It has provided an integrated and normative process frame for the process reengineering of the international telecom enterprises and established the foundation for realizing the process automation ultimately, and it is an important component of the new generation of operation systems and software (NGOSS).The network operation and maintenance process system constructed according to the eTOM includes the following contents:1.1 To determine the core operation and maintenance process and establish the operation and maintenance process frame for Sichuan Mobile according to the hierarchy dividing method.2.2 To design the core process of operation and maintenance for Sichuan MobileTo adopt the idea of process management and get through every parts among different terminals of the business operation with the drive of businesses but not functions. To establish an inter-sector communication mechanism of business operation to support the smoothness and effectiveness of business operation. The emphasis is to solve the problems of unclear definition of responsibilities, indefinite interface relations and so on. This will include two processes, i.e. the status quo investigation of the process and the To Be design.According to the practical situation, to adopt the systematic redesign but not the process business process reengineering (BPR) to design the core process of operation and maintenance, namely to analyze and comprehend the existing process and systematically set up the needed new process based on the existing process.1.2 Development of the electronic platform of business processThe business process management relies on the support of the IT system, and the IT system is constructed and improved according to the needs of the business process. The development of modern information technologies has provided conditions for the electronic process. And the electronic platform of business process is an important component of the process management. The electronic integrated management system of network operation and maintenance of Sichuan Mobile includes three basic platforms, i.e. the work flow support platform, the system EAI integration platform and the basic work platform. Among which the work flow support platform supports the electronic operation of the business process and realizes the electronication of business the flow process; the system EAI integration platform is used for supporting the interface connection and information intercommunication in the environment of multiple operation systems, multiple development platforms and multiple databases, which adopts the advanced Enterprise Application Integration (EAI) technology and realizes the concentrated presentation of the integrative system integration and the network unit alarm; and the basic work platform realizes the information share and work intercommunication of employees and provides functions of unified entrance, single point login and information integration.1.3 To establish the organization suitable for the process managementFirst, to carry out the post analysis by using the RACI method, so as to ensure the rationality of the process design and the post allocation; Second, to enhance the process examination by using the process KPI and establish the organization integrates the function management and the process management; third, to establish the process management mechanism, determine the Process Owner and continuously improve the process efficiency.2. Main Contributions of this Thesis2.1 In an innovative way, this thesis put forward the thought of realizing the conversion of network management from the function to the process management.2.2 The author applied the intact eTOM model in the operation and maintenance practice of Sichuan Mobile's network, established the network operation and maintenance system for Sichuan Mobile, and, through the discrepancy analysis, integrated the existing processes, made up the absent processes, such as the guarantee of group customer service, and improved the effectiveness of the operation and maintenance.2.3 This thesis, based on the process, carried out an all-round planning of operation and maintenance system from the three dimensions of process, organization and IT, hence to have established the foundation for Sichuan Mobile"to be the first-class communication operator".2.4 According to the practical situation of Sichuan Mobile, the author adopted the systematic redesign but not the business process reengineering (BPR) to design the core operation and maintenance process, so as to ensure the progressive process and effectiveness of the reform. |
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