Customer Service Oriented Operation Maintenance System Construction Planning Research

With the development of the telecommunication industry market, operational maintenance of network, which is a key element of the core-competitiveness of a telecom enterprise, has to be transformed due to fierce competition in the industry, rapid business transformation, as well as transition of administrative and managerial systems and network transformation within operating agencies. The operational maintenance is shifting from a network-based and maintenance-oriented model to one that revolves around customer service concerned with customer perceptions.The paper is composed of five sections. The first section will give a brief introduction to the background, significance, structure and current research status of the research study. Relevant theories related to operational maintenance to network by operational agencies of telecommunication will be outlined in the second section. The third section will analyze the current status operational maintenance to network internationally and domestically as well as the gap of administration on operational maintenance to network between international and domestic operational agencies to indicate the tendency of operational maintenance to network of operational agencies in the industry of telecommunication. The fourth section will examine the current system of operational maintenance to network within China Unicom Inner Mongolia and analyze different needs and factors of reform to operational maintenance to network to set out background and necessity of reform. The final section will outline the plan to establish user-oriented operational maintenance systems for China Unicom Inner Mongolia.