电信业系统集成公司运营维护集成支持服务研究

华中科技大学硕士学位论文电信业系统集成公司运营维护集成支持服务研究姓名：张志娟申请学位级别：硕士专业：工商管理指导教师：刘志学20050422ISWOT:IIAbstractNowadays,accordingtothepoignantcompetitionofglobaltelecommarket,thecompetitionoftelecomoperationenterprisesisturningfrom“networkscalecompetition”to“businesscompetition”and“servicecompetition”.Operationsupportserviceofsystemhasgreatstrategicmeaningofformingthecorecompetenceofthesystemintegratedenterprisesandpromotingthecontinualdevelopment.Firstly,thethesisanalyzesthetraditionaloperationmaintenancesupportservicemodeoftelecomoperationenterprisesanditsdisadvantages,indicatesthemarketoftelecomoperationenterprisesandsystemintegratedenterpriseshasbecomematurethroughyearsofgrowth,thetraditionmarginisbecomingsmallerandsmaller.Itdissertatestheideaofoperationmaintenanceintegratedsupportserviceintheprogressofseekingnewdevelopingroomandservicemode.Insuccession,onthebasisofthediscussionabove,itelaboratesoperationmaintenanceintegratedsupportserviceanditsadvantages,theoretically,itdemonstratestheoperationmaintenanceintegratedsupportservicecannotonlysavecostforcustomersandimproveoperationefficiency,butalsocreatevalueforserviceproviders,enhancetheenterprises’corecompetenceandmaketheenterpriseachievecontinualdevelopment.Atlast,ittakesoperationmaintenanceserviceofTONGDAasanexample.ByanalyzingthemarketlocatingandstrategyofTONGDAcompany,especiallytheproblemofformeroperationmaintenanceandthereasonoflowcustomersatisfaction,itdiscusseswhetherTONGDAcanimplementoperationmaintenanceintegratedsupportservice.Withtheconceptofoperationmaintenanceintegratedsupportservicemanagement,itdiscusseshowtochangetheflow,organizationandITsystemsupportofit.Throughcasestudy,itdemonstratestheoperationmaintenanceintegratedsupportservicemodeissuccessful,moreover,itneedspersonnel,flowandmanagementtoolstocooperateforeffectiveservicemanagement.Keywords:SystemintegratedenterpriseOperationmaintenanceIntegratedsupportserviceValuechain_____111.11.22[1]--322.1WTOOperationsupportsystemsOSSOSSOSSNewgenerationoperationsupportsystems,NGOSSNGOSSNGOSS4ServicelevelagreementSLA2-1MicrosoftBEAORACLE2-152.262.37*245-107*24*45*87833.1208090HPIBMORALCE103-4%20019[2]3.23.2.1---101%18%68%3.2.2OSS[3]Onetouch11BusinessoperationsupportingsystemBOSSFrostSullivan20043-12502001501005002005200620073-1FrostSullivan2004123.2.3BOSSBOSS4009.9%10%30%46%15%BOSSFrostSullivan2004BOSS3-22502001501005002005200620073-2FrostSullivan200413BOSSBOSSBOSS3-3BOSS807060504030201002005200620073-3FrostSullivan2004143.3WTOIBM151644.14.24.2.1-17[4][5]4.2.24-1184-114-2GartnerMeasurement48%4-2$0$1,000$2,000$3,000$4,000$5,000$6,000$7,000$8,000$9,000194-32[6]85%15%4-3112IT2034-42003[7]4-44-425000000200000001500000100000005000000300000000217*244.2.3224.31ITservicemanagementforumITSMFServicedeliveryServicesupport[8]ITSM23G3G3G3G3GSMS233GSP/AP/CPSP3G200410050%[9]324MobileInformationServiceCenterMISC2555.15.1.12000HPVODEFON-MISCDataServiceManagementPlatformDSMP132005MISCMISCMISCCI5-15.1.2(1)HP3500265-1(2)DSMPDSMP(3)CI27(4)ORACLE5OCP3HPUNIX5BEA10CISCO(5)MISC5.1.3(1)2003IP2.53G20043GMISC(2)WTO28VODEFON(3)5.1.4ServiceproviderSPSPSPSPSP---MISCMISCSPSPSPMISCSP///MISC29SPMISC3G5.25.2.1MISCSPSPSPSPSPMISC30SP/MISCHPORACLECISCOALTEONBEAHPHP7*24*4NBD7*24*4HP4HP4NBD7*24CISCOCISCOSMARTNETSI987*24*45*8*4NBD7*24*4SMARTNETALTEONNORTELALTEON7*24ORACLEORACLE7*24BEABEA5*97*245*997*24ORACLE315.2.2[10][11]200455-2%25100208015601040520005-2[12]2004Integrated32serviceIS5.3--MISC5-35-3IT/()()/335-3--5.3.15-45-4[13]345.3.25-5[14]5-51/IT35[15]7247*2427*24447*2436BEA9465-6375-63[16]SERVQUAL[17]123445()()SERVQUAL[18]38-4[19]SMART(Specific)(Measurable)(Attainable)(Relevant)(Time-based)KPI70%CCWRESEARCH2004187%84%75%60%55%395CallcenterCRM724724405-7-[20]5-7-5.3.3141ORACLE724FORRESTER5-15-1/$100$32.74$9.99$1.17220%5%20%[21]+5.44220048MISC10%100%4100%80%98%74.22%85%MISCMISC43[22]/[23]4445[1]..[2]..[3]..,2004-02-04[4]J.D.Thompson.OrganizationandOutputTransactions.AmericanJournalofSociology,19982[5]BoasShamir.BetweenServiceandServility:RoleconflictinSubordinateServiceroles.HumanRelations,1999(10)[6]K.DouglasHoffmanandJohnE.G..Bateson.EssentialsofServicesMarketing:Concepts,Strategies&Cases.McGraw-HillHigherEducation,2004[7].2003.,2003(6)[8]JanvanBon.ITServiceManagement.VanHarenPublishing,2002[9]..CCWRESEARCH,2005(1)[10]KeHunt.ConsumerSatisfaction,Dissatisfaction,andComplainingBehavior.JournalofSocialIssues,Vol47.No.1[11]PetersonandWilson.MeasuringCustomerSatisfaction.McGraw-HillCompanies,Inc,2002[12]..:,2003[13]..:,2002[14].-,.,.-.:,.:,2000[15]()P...:,2003[16]JohnE.G.Bateson.ManagingServicesMarketing.3rded.McGraw-HillCompanies,Inc,2003[17]A.Parasuraman,LeonardL.Berry,andValerieA.Zeithaml,SERVQUAL:A46MultiplemScaleforMeasuringCustomerPrceptionsofServiceQuality.JournalofRetailing,Vol64,No.1[18],..,20039[19]..:,2004[20]JamesL.Heskett,ThomasO.Jones,GaryW.Loveman,W.EarlSasser,Jr.,andLeonardA.Schlesinger.PuttingtheService-ProfitChaintoWork.HarvardBusinessReview,1994(3)[21]().J.,..