Business Process Reengineering Reasearch For Service Support Of Si Chuan Telecommunication Service Provider A

In2008, the Telecom Industry had been reformed and formed three telecomoperators with its own advantages, and all of them are keen competition. The ChinaUnicom merged with the China Netcom in this year and named it China UnitedNetwork Communications Corp. The company built3G mobile networks and it was inlive network from2009. Along with the sustainable development of the mobile businessin the recent three years, the Operator A (China United Network Communications Corp.Sichuan Branch, the same is below) achieved comparative fast growth in the networksize, the number of users, and the income. But, faced with the trend of productshomogenization in the Telecom market, how to provide the better service and improvethe customers’ satisfaction is in priority, thus the company put forward higherrequirements in the network operation and maintenance service supporting work. So,this thesis will start with improving the important part of the network operation andmaintenance service supporting work, the process reengineering, and then make theprocess reengineering to the customer complaints handling which is the importantprocess. Under the process analysis, the organizational adjustments, the processfulfillment and other process reengineering works, to improve the efficiency and thequality of the network operation and maintenance service supporting work and thusprovide powerful support to the future developments of the company.On the basis of the combination of the predecessors’ study in this field, this thesishas made study on how to improve the operation and maintenance supporting service ofthe Operator A by process reengineering under the fierce market competition. Thisthesis start with the present situation and trends of the Telecom Industry, analyzed theOperator A’s present process, and has made a deep discussion on the existing issues. Onthe base of analysis of the necessity and feasibility of the process reengineering, thisthesis selected the most key process of the Mobile Net operation and maintenancesupporting service processes, the customer complaints handling process, aimed at theimprovement of the process efficiency and the customer satisfaction, applied the theory of the process reengineering, made "systematic transformation ideas" as the guidingideology, which is in the theory, and abide by "7-stage model" of the business processreengineering, has made an introduction on the customer complaints handling processreengineering of the Operator A. In the fulfillment process of the process reengineering,information technology is used and achieved the information sharing and exchangingrapidly. Under the process reengineering, the original organization is optimized, whichis cheaper in management, and improved the efficiency and quality of the customercomplaints handling, provide strong support to the customer service department to themaximum, and improve the customers’ satisfaction.This thesis’s study result has applied in the Operator A’s operation and maintenanceservices supporting work, and its availability and effectiveness has been validatedsuccessfully. It is the practice of the business process reengineering theory in thetelecom operators, and it will be a reference resource in the Telecom Industry.