A Study On Process Efficiency Improvement Of Telecom Operators

The competition situation on telecom operating market is undergoing a tremendous change after the new re-composition of the participators and the release of 3G licenses. In the traditional aspects operators are losing the competitive edges, including the dragging growth in number of subscribers, the decrease in Average Revenue per User (ARPU), little development for voice market etc; nevertheless, they face the challenges from internet competitors. To get out of the trap, they have to pay more efforts in answering the changes from market, strengthening the cooperation, improving working efficiency and equipping the system with a quick respond capability.The current prevailing process management theories or tools also contain ideas out-of-time, or even lag behind the development of practice. Business Process Reengineering (BPR), Process Maturity Model (BPMM), business process analysis (BPA), Balanced Scorecard (BSC). process performance management, or business process management suite (BPMS) and extended the Telecom Operations Map (eTOM). Few of them are validated or testified; few specified for this industry or from an overview perspective. They are far from "sufficient" to be used for process efficiency improvement. This paper demonstrates some theories about process management to focus on the practice about how the operators improve the process efficiency. In the study, the change of competition situation on market is also taken into consideration, to make an in-depth analysis on the issues existing in the operators'process management. This paper also establishes and refines a process management maturity assessment model, and sets up a framework about promoting process efficiency, EEDMOE-Evaluating maturity, Establishing management principles, Designing process value chain, Monitoring business activities, Optimizing performance review, Establishing management systems. Based on the structure above, this methodology avoids the disconnection between efficiency and effectiveness in traditional theories, and the discrepancy between engineering and execution.This paper also proposes the practice directory for operators to improve process efficiency with some real cases.The study findings could be used by operators and enterprises of middle or big size to assess their current process efficiency and improve the process efficiency.