Research On Key Process Restructuring Plan For Home Broadband Services’ Operation And Maintenance Of Ningxia Mobile

Faced with increasingly fierce market competition, Ningxia Mobile Corporation has developed its own home broadband business users since 2014 and started its full operations. However, the conventional device-level network mode that was used for operation and maintenance is unable to meet the business development needs and keep up with the whole business because of lack of experience in operation and maintenance as well as great pressure from its competitors. Therefore, A great change for Ningxia Mobile Corporation is inevitable to meet all user’s needs. It should focus on the aim of supporting the development of whole business and create new business growth by establishing new operation and management mode suitable for the business development for home broadband, which is different from the traditional way of the maintenance and optimization of the network equipment on the base of wireless communication so as to re-seize the market and be competitive with others.In this paper, the writer focuses on the research on reengineering the key process of operating and maintaining the home broadband by Ningxia Mobile Corporation, first make an analysis of the advanced business operation and maintenance mode from the home and abroad by reading the literature and learn other advanced mature stories within the group of China Mobile provincial companies, and then learn from the Internet successful business experience to analyze the various problems exist in critical processes in Ningxia mobile home broadband business by combining with the original Ningxia mobile home broadband operation and maintenance situation. Based on the theory and method of BPR related reengineering process design, the writer is reengineering the related process and establishes a new program suitable for Ningxia mobile business including organizational restructuring package, staffing, information system functions transformation, etc. Thereafter, by assessing the effectiveness of implementation after the reorganization of the complaint handling process, make sure this reengineering design concerning "customer satisfaction" is feasible, which is possible to promote the steady development of Ningxia Mobile home broadband and provide better services while satisfying the growing demand of the Internet users in Ningxia.