Design And Implementation Of Working Flow Engine For China Mobile CRM System

With the broken domestic monopoly of telecommunications market, telecommunication operators become more and more competitive nowadays. The speeding of business development and changes, establishment of new generation telecom business supports system and flexible of handling business changes obviously become the vital elements for enhancing the competitiveness. Facing the wide variety of business process and complex mobile services, working flow is the essential technology in order to achieve business process control, as well as occupying a key position of business support system.In this essay, it will mainly focus on the renovation for inflexibility of order management, difficulty and costly of maintenance of China Mobile CRM project. Analysis will be conducted for the mobile customers services with reference of WFMC model design, key factors in scheduling process definition, process definition, control, monitoring of process execution and redesign the external interface for scheduling engine. It separates the original process control and execution of scheduling engine, which leads to the good practice of normal order scheduling, multi-level order scheduling, coordination of concurrent sub-orders and manual intervention of scheduling etc. As a result, it enhances the flexibility and versatility of the original system, defines OBD language for internal CRM system interface and adopts international standard of workflow management coalition's XPDL XML for internface parameters in order to provide a unified interaction standards.The new scheduling engine has been applied in China Mobile CRM system and also six provinces in the country.