The Network Operation And Maintenance Process Reengineering Of Xinjiang Mobile Communication Corporation

In 2006, China Mobile Group Corporation started the construction of the superexcellent network operation and maintenance system, which is based on the process and aims for centralized maintenance, the three capability construction, the good quality, the strong support and the efficient running. China Mobile Group Corporation has constituted the seventeen main processes, which have an important effect on Xinjiang mobile. All these processes need subdividing, then they are used to production and operation.The paper begins with the superexcellent operation and maintenance process system and grounds on the current condition of Xinjiang mobile. After researching the forming and development trend of telecom operation and maintenance management system, looking back the phylogeny of telecom operation and maintenance management of our country, the paper profoundly analyzes the existing problems of Xinjiang mobile and reengineers the business processes, which serves the top-ranking "ONE CM" network system in the world.The paper is directed by the theory of business process reengineering which Michael Hammer, the professor in Massachusetts Institute of Technology put forward in 1993. More than 10 years past, the theory still keep active for the operation and management of enterprises. When I read the book named Reengineering the Corporation again in 2007, Michael Hammer thought that the most important word was not radical, but process. The argument emphasized that reengineering the business should focus on the process. Meantime, the paper describes the difference of the process-centered management and the function-centered management. The relation between ERP (Enterprise Resources Plan) and BPR (Business Process Reengineering) is explained clear.This business process reengineering activity follows the rules: customers' satisfaction, EESIA principle, downward warrant, emphasizing the consecution and connection of the processes, insuring the processes valid, complete and simple and clear. Based on the past study results and combined with the whole programming of Xinjiang mobile from the inside process to the out process and from the test run to the real implementation, the paper summarizes and carries a method frame of the process reengineering for Xinjiang mobile. In the paper, the writer takes the several processes including exchange data configuration, software upgrade, customer complaint management and trouble ticket deal for examples and describes in detail the course of the business process reengineering.It is believed that the research has an important impact upon perfecting the system of the network operation and maintenance processes and improving the users' satisfaction index of Xinjiang mobile.