【作者】 刘春阳；

【导师】 张卫国；

【作者基本信息】 重庆大学 ， EMBA， 2007， 硕士

【摘要】 中国移动通信集团重庆有限公司(简称重庆移动通信公司)是从以前的重庆邮电局中分离出来的大型国有企业,国有企业的传统管理模式严重束缚了现代企业管理流程,阻碍了企业经营水平和竞争能力的提高。在通信业进入全球化竞争的时代,研究重庆移动通信公司主要业务的流程重组和组织变革问题,具有重要的现实意义。本文以重庆移动通信公司的客户投诉故障处理流程和网络维护组织结构改革为研究对象,采用业务流程再造的思想和方法进行了系统研究。首先,回顾和分析了重庆移动通信公司故障处理的现状,阐明了对重庆移动通信公司现有网络维护组织体系、客户投诉故障处理流程实行变革的必要性;其次,运用业务流程再造思想,识别重庆移动通信公司的关键流程,明确了重庆移动通信公司的客户投诉故障处理流程是关键流程,并对客户投诉故障处理流程的现有状态进行分析,找出现有流程中存在的问题;随后,围绕提高效率、降低成本、改善质量、提高客户感知的目标,提出了重庆移动通信公司故障处理业务流程再造的策略,对客户投诉故障处理流程重新设计。随着业务流程再造,重庆移动通信公司的组织结构和组织中的人也必然会发生变化,本文对此进行分析,提出了建立流程化组织的构想。本文的研究成果已逐步应用于重庆移动公司的业务流程重组工作中,初步评估反映出该项工作可行、有效。因此,本项研究对我国相关企业的流程重组和机构改革具有一定参考价值。更多还原

【Abstract】 The Chongqing Branch of China Mobile Company is the state corporation which was separated from the chongqing postoffice. The traditionally managerment mode of the state corporation astricts the bussiness process of the modern corporation. It is the realism meaning of trouble disposal BPR for reform of the state corporation.This paper applies the thought of BPR to the study of the maintenance organization’s reforms of the Chongqing Branch of China Mobile Company for trouble disposal. Firstly, it reviews and analyses the present situation of the trouble disposal of the Chongqing Branch of China Mobile Company, expounds the necessity of reform to present maintenance organizational system and business process of Chongqing Branch of China Mobile Company for trouble disposal; next it identifies the key process of Chongqing Branch of China Mobile Company with the application of the BPR, making clear that the process of trouble disposal flow is the key process, and analyzing the available state of key process, finding out the problems existing in the process of trouble disposal flow , in the purpose of raising the efficiency, reducing cost and improving quality, has put forward the strategy of the restoration of the operating process of trouble disposal flow, redesigning the process of trouble disposal flow of Chongqing Branch of China Mobile Company.Along with the BPR, the organizational structures of Chongqing Branch of China Mobile Company and the persons in the organization must be changing. This article analyses this, and has put forward the idea of establishing processing organization.This research production of this paper has already applied in the business process reform, The evaluation gives feasible and efficiency of this work. So this reaserch has referrence value for the business process reform and organization reform of correlated corporation in our country.更多还原