广州移动大客户管理的业务流程重组和信息系统规划

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1、西南交通大学硕士研究生学位论文第1II页AbstractWiththedevelopmentofsocializationofinformationandintegrationofglobalization，themanagementbasedonspecializeddivisionsisbecomingtardy．EnterprisesaremoreandmoreincompatiblewitIlmodembusinessenvironmentcharacterizedbycustomer,competitionandchange．

2、Consequently,BusinessProcessReengineering(BPR)，acreativemanagement，whichconformstosocialprogressinreality,sticksnolongertoprinciplesoftraditionaldivisions，onthecontrary,it’SthoroughlychangedthecurrentbusinessprocessandrestructuredtheorganizationsSOastoachieveprominentimp

3、rovementinCOSt，quality,serviceandefficiencywhicharecrucialelementsforassessmentofenterprise。Ssuccess．Inordertostrengthenmarketcompetitivepower,themarketstructureofChinatelecommunicationindustryhasbeendividedinto“5+1”．Withtheintroductionofcompetition，themonopolyfortelecom

4、municationenterpriseshasbeenbroken，thatis，theenterpriseshavetocompeteinmarketeconomy．Howtopreventpurepricewarfromattainingconsiderablecompetitiveadvantagesinthekeenmarketcompetitionenvironment?TheonlyanswerisBPRforkeyaccountmanagement．ThenhowtoformulateBPRforkeyaccountma

5、nagementinordertomakekeyaccountmanagementreallybecometheadvantagesofvariancecompetitionstrategiesandenhancetheoverallcompetitioncapacityofenterprises，thetheoreticalcircleisshortofasetofeffectualpracticaloperationmethod．AsanemployeeinKeyAccountServiceSectionofGuangdongMob

6、ileCommunicationCo．，Ltd．，GuangzhouBranch，IadvancethatBusinessProcessReengineering(BPR)withtheprocessasthecoreandtheclientsastheguideCanthoroughlysolvetheproblemsofkeyclientadministrationforGuangzhouMobilebasingontheinvestigationandstudyandanalysisofthepresentofkeyaccount

7、managementforGuangzhouMobilebyintroducingBPRideasandusingrelatedtheories．Inaccordancewithoperationcharacteristicsandkeyaccountsfeaturesintelecommunicationindustry,thisthesisbringsforththenewideaof“six—stepprocessmethod”(firststep：sub—dividingofkeyclients；secondstep：indiv

8、iduationclientdemandanalysis；thirdstep：drawingupprogramofindividuationclientdemand；西南交通大学硕士研究生学位论文第1v页f