电信企业服务柔性能力评价研究
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摘要
作为国民经济先导产业的电信业,经过了十几年的超高速发展后,已经逐步成为对经济、社会的发展起巨大拉动作用的基础性服务行业。随着重组完成以及3G牌照发放,市场结构的变化带来经济态势与竞争环境深刻变革。整个行业正处产业结构的优化、调整、升级的转型时期。在通信产品互相替代增强,.产品差异性日益缩小,客户需求日益多样化的背景下,通信业的竞争与过去相比，面临着前所未·有的压力与挑战。
如何从动态的市场环境中获得适应性发展能力,并且利用外部环境变化来保持持续竞争优势对于国内电信运营企业来说具有很紧迫的战略意义。对于目前电信业的竞争形势,本文在研究服务柔性理论和评价方法的基础上,基于eTOM电信运营服务流程提出了电信服务柔性评价体系。从横向角度考虑,本论文提出的柔性评价体系涵盖了电信运营的全过程,抽象出服务定位柔性,服务提供柔性,服务传递柔性和服务组织柔性。这四个维度的柔性类型相互联系,有机结合构成了服务柔性的评价层次。从纵向考虑,该体系采取了三层架构。共四个二级指标、五十六个三级指标。利用模糊多层次综合评价方法,设计了电信运营企业服务柔性能力评价的数学模型。并通过具体的案例应用展现了柔性能力的评价详细分析过程。以期企业管理者通过测评过程找到提高电信服务柔性的方法,为企业获得柔性优势提供实践参考。
As a national leader in industry, after 10 years of ultra-fast development, telecommunications industry has gradually become the basic service industries and play a huge role in driving the economic and social development. With the re-completion and 3G license issuance, the market structure changed the economic situation and the competitive environment, which brought about a profound change. The whole industry is at the transition phase industrial structure optimization, adjustment and upgrading. the telecommunications industry is facing unprecedented pressures and challenges.
How to get into a dynamic market environment, get the adaptability of development capacity, and to use changes in the external environment to maintain a sustainable competitive advantage for domestic enterprises, it has very urgent strategic significance. Competition in the telecommunications industry, based on the current situation, this paper studies the theory and methods of evaluation of service flexibily, based on the eTOM (enhanced Telecom Operations Map), telecommunications services process proposed evaluation system. From the horizontal point of view, this paper presents a evaluation system covers the entire process of telecom operators, abstract to services location flexibility, service providers flexibility, service touching flexibility and service organizations flexibility. These four dimensions of the flexibility, constitute the organic combination of flexibility evaluation of the service level. From the vertical view, considering that the system adopted a three-level architecture. A total of four 2-level indicators,56 indicators for 3 Multi-level fuzzy comprehensive evaluation method, design services, telecom enterprises mathematical model of flexibility assessment. With a view to enterprise managers, through the evaluation process to find ways to improve telecommunications services and obtain flexibility advantages in practical way.
如何从动态的市场环境中获得适应性发展能力,并且利用外部环境变化来保持持续竞争优势对于国内电信运营企业来说具有很紧迫的战略意义。对于目前电信业的竞争形势,本文在研究服务柔性理论和评价方法的基础上,基于eTOM电信运营服务流程提出了电信服务柔性评价体系。从横向角度考虑,本论文提出的柔性评价体系涵盖了电信运营的全过程,抽象出服务定位柔性,服务提供柔性,服务传递柔性和服务组织柔性。这四个维度的柔性类型相互联系,有机结合构成了服务柔性的评价层次。从纵向考虑,该体系采取了三层架构。共四个二级指标、五十六个三级指标。利用模糊多层次综合评价方法,设计了电信运营企业服务柔性能力评价的数学模型。并通过具体的案例应用展现了柔性能力的评价详细分析过程。以期企业管理者通过测评过程找到提高电信服务柔性的方法,为企业获得柔性优势提供实践参考。
As a national leader in industry, after 10 years of ultra-fast development, telecommunications industry has gradually become the basic service industries and play a huge role in driving the economic and social development. With the re-completion and 3G license issuance, the market structure changed the economic situation and the competitive environment, which brought about a profound change. The whole industry is at the transition phase industrial structure optimization, adjustment and upgrading. the telecommunications industry is facing unprecedented pressures and challenges.
How to get into a dynamic market environment, get the adaptability of development capacity, and to use changes in the external environment to maintain a sustainable competitive advantage for domestic enterprises, it has very urgent strategic significance. Competition in the telecommunications industry, based on the current situation, this paper studies the theory and methods of evaluation of service flexibily, based on the eTOM (enhanced Telecom Operations Map), telecommunications services process proposed evaluation system. From the horizontal point of view, this paper presents a evaluation system covers the entire process of telecom operators, abstract to services location flexibility, service providers flexibility, service touching flexibility and service organizations flexibility. These four dimensions of the flexibility, constitute the organic combination of flexibility evaluation of the service level. From the vertical view, considering that the system adopted a three-level architecture. A total of four 2-level indicators,56 indicators for 3 Multi-level fuzzy comprehensive evaluation method, design services, telecom enterprises mathematical model of flexibility assessment. With a view to enterprise managers, through the evaluation process to find ways to improve telecommunications services and obtain flexibility advantages in practical way.
引文
[1]Mandelbaum, M. Flexibility in decision making:an exploration an unification[D].1978.
[2]Zelenovich D M. Flexibility:A condition for effective production systems.International Journal of Production Research,1982,20 (3).319-337.
[3]Lawrence, P. R, and Lorsch, J. W. Organizations and Environment:Managing Differentiation and Integration.Homewood, Il:Irwin.1967
[4]陈荣平.服务柔性能力与建模[M].南开大学.2006年
[5]伊戈尔.安索夫.战略管理论[M].中国人民大学出版社.2009年4月
[6]De Leeuw A.Volberda HW.On the concept of flexibility:a dual control perspective[M].1996(02)
[7]Mascarenhas, B.THE NEED FOR STRATEGIC FLEXIBILITY[J].Journal of Business Strategy.1984, 5(2).74-83
[8]Buzacott J A, Mandelbaum.Flexibility and Productive in Manufacturing Systems [M].Proceedings Annual ILE Conference[C].1985年
[9]Aaker, D. A. and Mascarenhas, B.The Need for Strategic Flexibility [M].1984年
[10]Sanchez, R.Strategic Flexibility in Product Competitio.Strategic Management Journal[C].Voi.16, pp.135-160
[11]Mascarenhas, B.THE NEED FOR STRATEGIC FLEXIBILITY[J].Journal of Business Strategy.1984, 5(2).74-83
[12]徐健.组织柔性化.人民邮电出版社[M].2008
[13]方明.供应链柔性综合评价的探讨.武汉理工大学学报.2002,6
[14]徐宁.大规模定制下的企业生产柔性研究[D].西安电子科技大学.2007年1月
[15]Burns, T.,&Stalker, G.M.The Management of Innovations.London:Tavistock[J].1961
[16]Evans, J. S. Strategic Flexibility for Higll Technology Manouvres:A Conceptual Framework[J]. Journal of Management:Study.1991, (28).69-89
[17]March, J.GThe Future.Disposable Organizations and the Rigidities of Imagination[J].1995, (2):427-440
[18]Gerwin, D..Manufacturing Flexibility:A Strategic Perspective[J]. Management Science.1992
[19]万伦来,达庆利.企业柔性的本质及其构建策略[J].管理科学学报,2003,6(2)：89-94
[20]David M.Upton.The Management of Manufacturing Flexibility.California Management Review[J]. r1994; 36(2):72-89.
[21]Mandelbaum, M., Flexibility in Decision Making:An Exploration and Unification.
[22]Department of Industrial Engineering, University of Toronto, Toronto.1978.
[23]Zelenovic, D.M.Flexibility-A Condition for Effective Production Systems[J].
[24]International Journal of Production Research.1982 20(3).319-337
[25]泰勒.科学管理原理.1912年
[26]Dess G GDonald W B.Dimensions of organizational task environments.1984
[27]中华人民共和国信息产业部.电信业务分类目录.www.mii.gov.cn.2003年3月
[28]Mandelbaum, M..Flexibility in Decision Making:An Exploration and Unification, Department of Industrial Engineering,University of Toronto, Toronto.
[29]Zelenovic, D.M.Flexibility-A Condition for Effective Production Systems[J].International Journal of Production Research.20(3).319-337
[30]赵锡斌.企业环境研究的几个基本理论问题[J].武汉大学学报-哲学社会科学版.2004(1).12-17
[31]齐京华.生产系统柔性的理论研究[D].北京航空航天大学.2003.3.
[32]T·希尔.On Good and Service, the Review of Income and wealth series 23[D].1977年
[33]刘东升.论服务产品市场价值和国际价值的决定[D].对外经贸大学.2004年4月
[34]李川.电信产品概念研究[D].北京邮电大学.2008年3月
[35]詹姆斯A·菲茨西蒙斯,莫娜J·菲茨西蒙斯.服务管理-运作、战略与信息技术[M].机械工业出版社.2007年
[36]陈可.我国电信服务存在的问题及服务补救措施[J].2006
[37]张莹在.我国电信运营企业服务补救粗略探讨.2005
[38]许树柏.层次分析法原理[M].天津大学出版社.1993.
[39]刘树人.中国企业活力定量评价.中国国际广播出版社.1995
[40]朱庆春.eTOM模型及应用eTOM模型进行电信整合建模的一种方案[J].信息安全与通信保密.2004年4月
[41]姚勇.上海电信客户服务流程优化分析[D].复旦大学.2008年4月
[42]李伟.企业战略柔性测度问题研究[D].大连理工大学.2005年2月
[43]费显政.企业与环境互动关系[D].武汉大学商学院.2005
[2]Zelenovich D M. Flexibility:A condition for effective production systems.International Journal of Production Research,1982,20 (3).319-337.
[3]Lawrence, P. R, and Lorsch, J. W. Organizations and Environment:Managing Differentiation and Integration.Homewood, Il:Irwin.1967
[4]陈荣平.服务柔性能力与建模[M].南开大学.2006年
[5]伊戈尔.安索夫.战略管理论[M].中国人民大学出版社.2009年4月
[6]De Leeuw A.Volberda HW.On the concept of flexibility:a dual control perspective[M].1996(02)
[7]Mascarenhas, B.THE NEED FOR STRATEGIC FLEXIBILITY[J].Journal of Business Strategy.1984, 5(2).74-83
[8]Buzacott J A, Mandelbaum.Flexibility and Productive in Manufacturing Systems [M].Proceedings Annual ILE Conference[C].1985年
[9]Aaker, D. A. and Mascarenhas, B.The Need for Strategic Flexibility [M].1984年
[10]Sanchez, R.Strategic Flexibility in Product Competitio.Strategic Management Journal[C].Voi.16, pp.135-160
[11]Mascarenhas, B.THE NEED FOR STRATEGIC FLEXIBILITY[J].Journal of Business Strategy.1984, 5(2).74-83
[12]徐健.组织柔性化.人民邮电出版社[M].2008
[13]方明.供应链柔性综合评价的探讨.武汉理工大学学报.2002,6
[14]徐宁.大规模定制下的企业生产柔性研究[D].西安电子科技大学.2007年1月
[15]Burns, T.,&Stalker, G.M.The Management of Innovations.London:Tavistock[J].1961
[16]Evans, J. S. Strategic Flexibility for Higll Technology Manouvres:A Conceptual Framework[J]. Journal of Management:Study.1991, (28).69-89
[17]March, J.GThe Future.Disposable Organizations and the Rigidities of Imagination[J].1995, (2):427-440
[18]Gerwin, D..Manufacturing Flexibility:A Strategic Perspective[J]. Management Science.1992
[19]万伦来,达庆利.企业柔性的本质及其构建策略[J].管理科学学报,2003,6(2)：89-94
[20]David M.Upton.The Management of Manufacturing Flexibility.California Management Review[J]. r1994; 36(2):72-89.
[21]Mandelbaum, M., Flexibility in Decision Making:An Exploration and Unification.
[22]Department of Industrial Engineering, University of Toronto, Toronto.1978.
[23]Zelenovic, D.M.Flexibility-A Condition for Effective Production Systems[J].
[24]International Journal of Production Research.1982 20(3).319-337
[25]泰勒.科学管理原理.1912年
[26]Dess G GDonald W B.Dimensions of organizational task environments.1984
[27]中华人民共和国信息产业部.电信业务分类目录.www.mii.gov.cn.2003年3月
[28]Mandelbaum, M..Flexibility in Decision Making:An Exploration and Unification, Department of Industrial Engineering,University of Toronto, Toronto.
[29]Zelenovic, D.M.Flexibility-A Condition for Effective Production Systems[J].International Journal of Production Research.20(3).319-337
[30]赵锡斌.企业环境研究的几个基本理论问题[J].武汉大学学报-哲学社会科学版.2004(1).12-17
[31]齐京华.生产系统柔性的理论研究[D].北京航空航天大学.2003.3.
[32]T·希尔.On Good and Service, the Review of Income and wealth series 23[D].1977年
[33]刘东升.论服务产品市场价值和国际价值的决定[D].对外经贸大学.2004年4月
[34]李川.电信产品概念研究[D].北京邮电大学.2008年3月
[35]詹姆斯A·菲茨西蒙斯,莫娜J·菲茨西蒙斯.服务管理-运作、战略与信息技术[M].机械工业出版社.2007年
[36]陈可.我国电信服务存在的问题及服务补救措施[J].2006
[37]张莹在.我国电信运营企业服务补救粗略探讨.2005
[38]许树柏.层次分析法原理[M].天津大学出版社.1993.
[39]刘树人.中国企业活力定量评价.中国国际广播出版社.1995
[40]朱庆春.eTOM模型及应用eTOM模型进行电信整合建模的一种方案[J].信息安全与通信保密.2004年4月
[41]姚勇.上海电信客户服务流程优化分析[D].复旦大学.2008年4月
[42]李伟.企业战略柔性测度问题研究[D].大连理工大学.2005年2月
[43]费显政.企业与环境互动关系[D].武汉大学商学院.2005