A Study On The Reform Of The Network Service Manager System In Shandong Unicom Branch Of City J

Domestic telecom enterprises have been undergoing a strategic transformation from traditional business provider to comprehensive information service provider, thus leading to a full-service competition on this ground. It has become an important subject for the reform of telecom enterprises to improve their ability to provide comprehensive information service that is customer-oriented.When coping with the organization structure adjustment of the market competition, telecom enterprises adjust front end of the marketing department frequently, and it is particularly urgent to reform the operation and maintenance system of the back end to adapt to the market demand and the transform of the enterprise front end. On the one hand, the comprehensive information service for customer, which contains the integration of communication products and that of the communication system and IT system of client, has more abundant service content aimed at customer and more complexity in implementation. Then it puts forward higher requirement on the support capacity of the operation and maintenance system. On the other hand, the customer-oriented marketing and service demand higher efficiency of the organization operation and maintenance, while the customers'requirements on the service quality become critical, which requires the telecom enterprises to reconstruct the organization structure based on the construction of the background operation and maintenance system, optimize the connection and cooperation between the front end and the back end , and establish a organization system of operation and maintenance that is customer-oriented.Taking the pilot project that Shandong Unicom in J city implements network service manager system oriented to the key customer as the research object, using the experience that the telecom enterprises carry out the adjustment of organization operation and maintenance and different service which oriented to the key customer at home and abroad as reference, and combining with the actual internal and external environment of the enterprise production and management, this paper firstly discusses the necessity , feasibility and advantages that the company develops the management by project which is oriented to the key customer. Then it analyzes the important links in system construction, scheme design and management by project of the reform project itself. At last, the author evaluates the achievement, difficulty, problems on the reform of the network service manager system, and puts forwards some suggestions and prospects about the extension of the project.