| 电信企业基于客户导向的业务流程再造 |
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| 引用本文： | 刘新梅,梁莹.电信企业基于客户导向的业务流程再造[J].科研管理,2004,25(2):65-69. |
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| 作者姓名： | 刘新梅 梁莹 |
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| 作者单位： | 西安交通大学管理学院,陕西西安,710049 |
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| 基金项目： | 国家自然科学基金 ( 70 0 73 0 2 4)，国家社科基金 ( 0 2BJY0 0 5 )的资助 |
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| 摘 要： | 基于电信业务多重代理特性，运用博弈论的分析方法，建立了客户和电信运营商之间的博弈模型，指出为使客户收益最大化，电信运营商应当建立统一客户界面，在此基础上，提出了电信企业基于客户导向的业务流程再造方案。
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| 关 键 词： | 电信企业 客户需求 业务流程再造 企业经营 |
| 文章编号： | 1000-2995(2004)02-005-0065 |
| 修稿时间： | 2003年4月7日 |
Business process reengineering for customer orientation in telecommunications |
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| Liu Xin-mei,Liang Ying.Business process reengineering for customer orientation in telecommunications[J].Science Research Management,2004,25(2):65-69. |
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| Authors: | Liu Xin-mei Liang Ying |
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| Abstract: | Based on the multiprincipal theory and according to the game theory, the paper presents a game model between a telecommunication company and its customers. A conclusion is reached that in order to maximize the customers' utilities, the company must integrate all its access for customers into one. Also, the paper presents the plan of business process reengineering accordingly. |
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| Keywords: | telecommunications customer orientation reengineering |
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