基于层次化分析的全网业务健康度评价
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摘要
电信多业务融合的趋势推动运营商在全国范围内部署全网业务运营支撑系统.但传统的评价体系只关注某些单一指标,且忽视了客户的感知度.针对这个问题,提出将层次分析法应用到运营商的全网业务运营支撑系统的综合评价中.首先,根据实际应用,建立反映系统健康度的层次化的指标体系,进而用层次化方法建立因子集、评价集和权重集,实现对业务运营的质量等级的综合评判.实例表明,通过采用层次分析法计算评价,可以得到较好的层次化的定量和定性的分析.层次分析方法可操作性强、效果好,可在任何业务运营支撑系统质量评价中广泛应用.
The integration of tone,data and other new services has speeded Chinamobile's step to implement entire network business operation & support system(BOSS).However,the traditional evaluation system only focus on certain region and a few performance characteristics,and customer's feeling is ignored in quality evaluation.To deal with it,analytic hierarchy process(AHP) is proposed to do health degree evaluation for the China Mobile's entire network business operation & support system.Specific evaluation indexes are set up firstly for evaluating health degree of BOSS.Further,the factor set,evaluation set and the set of weights are created for comprehensive evaluation of the business operation quality.The experiment shows that AHP based method can provide hierarchal quantitative and qualitative analysis.Its strong operability and good performance predicts a good future for AHP to be widely used in quality evaluation for any BOSS.
The integration of tone,data and other new services has speeded Chinamobile's step to implement entire network business operation & support system(BOSS).However,the traditional evaluation system only focus on certain region and a few performance characteristics,and customer's feeling is ignored in quality evaluation.To deal with it,analytic hierarchy process(AHP) is proposed to do health degree evaluation for the China Mobile's entire network business operation & support system.Specific evaluation indexes are set up firstly for evaluating health degree of BOSS.Further,the factor set,evaluation set and the set of weights are created for comprehensive evaluation of the business operation quality.The experiment shows that AHP based method can provide hierarchal quantitative and qualitative analysis.Its strong operability and good performance predicts a good future for AHP to be widely used in quality evaluation for any BOSS.
引文
1张廷权.基于用户体验的移动互联网产品运营评估体系探讨.电信科学,2011,(8):21-24.
2赵黎明,余开朝.电信业核心客户健康度评估建模研究.中国制造业信息化,2011,(10):11-13.
3桂宏新,杨昌,昊程飞.基于客户感知的移动业务综合评价.中国经济与管理科学,2009,(3).
4车红敏,车翼.移动增值业务的模糊综合评价模型及应用.技术经济与管理研究,2007,(1):42-44.
5许树伯.层次分析法原理.天津:天津出版社,1988.
6杜栋.论AHP的标度评价.运筹与管理,2000,9(4):42-45.
7陈伟.正确认识层次分析法.人类工效学,2000,6(2):32-35.
8董玉成,陈义华.层次分析法(AHP)中的检验.系统工程理论与实践,2004,(7):105-110.
2赵黎明,余开朝.电信业核心客户健康度评估建模研究.中国制造业信息化,2011,(10):11-13.
3桂宏新,杨昌,昊程飞.基于客户感知的移动业务综合评价.中国经济与管理科学,2009,(3).
4车红敏,车翼.移动增值业务的模糊综合评价模型及应用.技术经济与管理研究,2007,(1):42-44.
5许树伯.层次分析法原理.天津:天津出版社,1988.
6杜栋.论AHP的标度评价.运筹与管理,2000,9(4):42-45.
7陈伟.正确认识层次分析法.人类工效学,2000,6(2):32-35.
8董玉成,陈义华.层次分析法(AHP)中的检验.系统工程理论与实践,2004,(7):105-110.