Shenzhen Telecom Peripheral Equipment Maintenance Service Process Reengineering And Information Technology To Achieve

With the rapid development of telecommunications in China’s market, business intelecommunications gradually affects everyone’s life. Telecom operators are facing theupgrade business continuously and the growing demand in service for users. In order toget more market share in the fully competitive telecom market, it is important toimprove the customer satisfaction. Telecom operators not only need to keep bringingmore new products to the custmers, but also need to provide custmers oriented serviceswhich are more convenient and more effective. The service level of the last one hundredmeters of the peripheral equipment maintenance is one of the most critical prarts in thewhole telecom services. As the window of reform and opening policy, Shenzhentelecom put many attempts in the equipment maintenance service.To study the telecommunications terminal equipment maintenance service, Iapplies the theory of modern service and IT technology based on my managementexperience in this thesis. A whole new SOA based architecture is proposaled for theterminal equipment maintenance service from the point of view of service management.A new information system is also designed and presented to implement the businessprocess reconstruction. This information system is an industry level and large scaledsystem platform for terminal equipment maintenance service management based oncutting edge technologies like GIS. With this system, the terminal equipmentmaintenance service can be monitored effectively, and meanwhile, the processes areoptimized achieving a smaller management/worker ratio and higher work productivity.The work effectiveness and useful time of workers are increased. This managementupgrading greatly promotes the service level for the terminal equipment maintenanceservice.The management issues are discussed and presented in this thesis. This reformeffectively is key to the competitive strength for our service. Considering the leadershipof Guangdong and Shenzheng telecom in China, we expect this work might be usefulfor other friends in telecommunication industry.