The Research Of Operation And Maintenance Management Mode Based On Informalization In Hubei Mobile Communication Corporation

The thesis brings forward the new Operation & Maintenance (O&M) management mode adapting to Hubei Mobile Communication Corporation (HMCC) with the author's personal O&M experience by analyzing the inner and outer corporate environment and comparing the O&M mode with those of the occidental enterprises. The thesis also discuses the correlation between the O&M management innovation and the corporate informalization . After analyzing the application of O&M management and using the theory of customer service, the thesis points out the essential of O&M management. It is to provide better service for the market and the customers by distributing the network resource and optimizing the system platform. The corporate O&M management gap is analyzed based on the survey and audit of the current state. First, the improving directions are based on the priority improvement matrix of network quality in customer satisfaction survey results; then, material content is determined through the interior survey. The data are collected and analyzed adopting the eTOM (enhanced telecom operation map) model from International Telecommunication Management Forum and the customer satisfaction model from the corporate itself. A quantitative evaluation is made concerning the processes which are major contributed to customer satisfaction. The network capability construction process and customer complaint about network process are concluded to solve problems. At the end of the thesis, the author brings forth the O&M management project base on the relating audit results, preparing for its gradual implementation in future. The project mainly covers the implement frame, cut-in point, corporate culture, etc.