Research On Network Operation And Maintenance Process Optimization Of M Company

With the incoming of mobile Internet area, business applications and user requirements have become increasingly diversified, which not only offers great opportunities but also brings severe challenges to telecom operators. As the continuous innovation of technology and the emergence of new businesses, traditional business operation and maintenance mode is not suitable for the mobile Internet, and the homogeneous competition among peers is also urging the transformation and upgrading for operators. In the face of such issues as internal management and the increasing customer perception demand, how to effectively improve the service operation quality and enhance customer satisfaction, it has a very important significance for promoting sustainable development and reducing operational cost of telecom operators.This paper takes the M company under the jurisdiction of China Mobile Communication Group as an example. It introduces the theory and method of the business process optimization, and takes Group Corporation’s excellent operation and maintenance process system as a starting point. Relying on the actual situation of M company, it makes an effective connection of the processes of the Group Corporation with M company. The thesis has conducted SWOT analysis on the internal and external environment and competition situation of M company, thus the advantages and disadvantages of network operation and maintain of M company can be seen. On this basis, the fish-bone diagram method and 5W1H method are used to make a detailed analysis on operation and maintenance related process, including fault handling process, user management process, knowledge management process, resource management process, to dig out problems of the existing processes. It can be found that the main problems are the missing of internal management of maintenance agency for M company, the chaotic information management of customer resources, impractical malfunctions process knowledge database, and the isolated information resource island. After making deeply analysis of the causes of the above-mentioned problem, the ESIA method is used to optimize and the new process optimization scheme is proposed, further the previous organization structure of the company is adjusted. At last, through the comparison of the quality of operation and maintenance and customer satisfaction before and after the optimization, it can draw a conclusion:after the optimized scheme is implemented, it can obtain obvious effect, and can achieve our goal.