【作者】 郭锐；

【导师】 张慧颖；

【作者基本信息】 天津大学 ， 工商管理， 2013， 硕士

【摘要】 电信技术的飞跃发展，光纤、IPTV等新兴业务不断出现，电信对接入网络运行维护的内容不断更新。新兴业务出现的同时也带来新的维护节点，加上用户规模的不断增加，接入网的维护力量日渐不足。另一方面，随着电信改革的不断深入，电信重组已经顺利完成。三家电信运营商同时拥有了全业务经营的许可，通信市场竞争更加激烈，电信业务同质竞争加剧电信企业逐渐意识到服务对提高企业核心竞争力的的重要性，于是把提高服务作为企业的战略重点。只有提高企业的运营能力，才能提升企业的核心竞争力，而企业的运营能力的支撑源于运维服务管理体系。显然传统的运维管理模式已经不能满足电信市场的需求，严重束缚了企业的发展，降低了企业的竞争能力，需要通过对运维管理模式优化，在运维管理中融合公司战略，面向客户需求，提高服务意识，才能打造具有核心竞争力的运维支撑体系。本文在组织结构、业务流程和绩效考核三个方面对天津联通接入网运维管理进行了系统的分析，阐述了其在面向服务的方向发展演变的过程，得出了相关结论。组织结构设计上，应避免维护人员多重身份的设定，任务的专一化才能对维护服务质量有所保障；在业务流程设计上，应根据用户关注焦点来锁定原流程的不足之处并找到最佳解决方案，以此循环才能不断优化服务提高用户感知度；在绩效考核上，应加大服务指标所占比重，在激励机制上使员工把工作重点放到服务上。另外文章中对接入网末梢维护外包的优点与风险做了分析，并以天津联通为例指出如何结合企业实际情况，对维护外包单位进行监督考核。文章最后给出了几个在维护创新方面的项目建议。通过本文的研究分析，对于接入网维护工作如何提高维护效率、降低维护成本，如何建立面向用户服务的运维体系方面具有一定借鉴意义。更多还原

【Abstract】 With the rapid development of telecommunications technology, new inventionssuch as optical fiber, IPTV and other new business are emerging. Maintenance oftelecommunications access network is continuously updated. Because of the newbusiness and increase in the user scale, the maintenance ability of access network isinadequate gradually. On the other hand, with the telecommunications reforming, therestructuring of telecommunications has been successfully completed. Three telecomenterprises obtain the license of full-service operation at the same time, thencommunication market becomes more competitive. Being realize the importance ofservices to improve the core competitiveness of enterprises, telecommunicationscompanies constantly improve service as the strategic focus.The core competitiveness of enterprises improve only by enhancing theoperational capabilities, because the ability to support business operations depends onmaintenance management system. Obviously, the traditional operation andmaintenance management mode can not meet the needs of the telecommunicationsmarket, as severely constraining the development of enterprises, reducing thecompetitiveness of enterprises. It’s very necessary to optimize the operation andmaintenance management mode, in order to build the customer-oriented system,which can greatly enhance the core competitiveness of enterprises. A systematicanalysis about the Tianjin Unicom access network system of operation andmaintenance management is taken in organizational structure, business processes andperformance appraisal. Subsequently, explain the process of evolution in thedevelopment of service-oriented direction, and draw the relevant conclusions. Itshould be avoided the setting of multiple identities in organizational structure design,the specificity of the task is the safeguard to quality of maintenance service. Businessprocess design should be based on the user focus and find the best solutions. Inperformance appraisal, it should increase the proportion of service indicators in orderto incentives employees pay more attention to service index. In addition, theadvantages and risks of maintenance outsourcing of access network are analyzed inthe article, and Tianjin Unicom is given as an example of how to supervise andevaluate the maintenance outsourcing company. Finally, several proposals of the maintenance innovation are given.Through this research, will provide experience for the access networkmaintenance how to improve maintenance efficiency, reduce maintenance costs, andhow to create a user-oriented service operation and maintenance system.更多还原