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Optimization Design of the Mobile APN Access Product

Author: TianYongQiang
Tutor: LuFangYuan
School: Zhengzhou University
Course: Business Administration
Keywords: Mobile network APN access products Process optimization
CLC: TN915.05
Type: Master's thesis
Year: 2010
Downloads: 26
Quote: 0
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Abstract


Restructuring since the Henan Unicom integration since the end of 2008 the Group client application of information technology in the mobile industry attaches great importance to the development a 3G application of information technology products as an important weapon to expand and maintain the corporate customer market. Mobile network APN access products launched in the second half of 2009, customers using the process found that there are many defects and deficiencies in business processes, serious impact on customer satisfaction with the products, the need to optimize the business processes of the products and improvements. Problems for mobile network APN access trial promotion period, the opening of the APN access business processes and business data SIM card configuration process as the object of study characteristics of communications services products, customer demand characteristics of the Group and Henan Unicom enterprise actual perception, customer-oriented quality indicators model to establish mobile network APN access products, confirmed that one of the key indicators CTQs (Critical-To-Quality) and improve key quality indicators as the goal of improving product flow. Reference Business Process Reengineering theory, the actual opening of business processes and simulated user traffic by tracking and measuring customer handling process method of combining collect the APN access product flow analysis requires data analysis, and the reliability of the measurement system. Process data collected, opened APN access business processes and business data SIM card configuration process is split into a number of sectors and draw a flow chart, followed by analysis of the business process, the input / output information, work content, time-consuming, relationship between process areas, and then use the plan network diagram and causal diagram analysis process, three key quality parameters for the two processes were drawn of the main factors to affect them. Main factors based on three key quality parameters analyzed from the process aspects the frontline service marketing ability, the ability of the operator respectively proposed optimization and improvement measures, the effect of the implementation and process improvement test on how to keep the results of the process optimization, process control measures, the final conclusion: mobile network the APN access products business opened in accordance with the BPR management thinking analysis drawn process optimization measures are effective, and process further The optimized direction and spatial analysis. Tested product key quality parameter for process improvement measures have yielded significant results: APN access products, the opening of business cycle than improvements to reduce the 200.32 hours, 57.9% efficiency; SIM card business data configuration cycle than improved a decrease of 52.43 hours, 79.24% efficiency; SIM card business data configuration success rate was 100%, 28.4% higher than before the process optimization, to ensure the smooth opening of the mobile network APN access products, enhance Henan Unicom Group customer market competitiveness. Meanwhile, the combination of the quality characteristics of the communication service products, concrete realities of the BPR management thinking and Henan Unicom, the theory is applied to the mobile industry, information technology processes and service quality improvement, for Henan Unicom mobile industry in the future process design information and optimize a useful attempt has accumulated valuable experience.

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CLC: > Industrial Technology > Radio electronics, telecommunications technology > Communicate > Communication network > General issues > Communication network equipment
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