Research On Knowledge Management Of China Mobile ZS Branch Based On Business Process

Companies began to pay attention to knowledge management in rapid development of knowledge economy. The advances in the development of management science and information technology provide favorable conditions for knowledge management and it promotes the development of knowledge management. Telecom operators are service companies. Customer demand is the direction of corporate objectives in the service industry. How to take advantage of existing enterprise resources, as much as possible to improve customer satisfaction is the direction of corporate strategy development, business innovation. Telecom operators are in the rapid spread of 4G critical stage. It has important strategic significance that effective, rational and scientific use of knowledge resources, continue to accumulate 4G business operations experience and meet customer needs while improving customer satisfaction. Telecom operators are an urgent need to optimize the company’s knowledge management systems in the context of 4G innovation to cope with the fierce competition 4G communication services.The paper takes the knowledge management of China Mobile ZS branch as the research object. It analyzes the concept, the characteristics, process, technology and other basic theoretical knowledge of knowledge management. Then it discusses the contact between the knowledge management and business process management. The paper discusses the process and model of knowledge management. Then the paper does an analysis of the present situation of knowledge management of China Mobile ZS branch. Based on the above research, this paper puts forward business process-oriented knowledge management model of the telecom operator, and the concept of knowledge element model based on classification of telecom operation business process, and dynamic interactive process between business process and knowledge management, and the recommendations for knowledge management optimization of China Mobile ZS branch. The conclusion of this study has some applicability, and it has some reference value for other enterprises to implement knowledge management.