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品質管理及運營服務能力

能力概述

品質管理平臺支撐移動以客戶體驗為中心的產品設計、運營戰略,構建具備中國移動特色的端到端客戶體驗管理體系,產品通過二級全網覆蓋,一方面支撐總部與各省、基地公司三位一體的閉環品質管理工作,另一方面從相關生產、專業系統采集和匯總品質數據,實現品質數據的挖掘分析。

 

1:界面示意

、應用場景


場景一產品需求二級閉環管理

建立需求反饋渠道,加速需求響應效率,對個人、集團產品需求的提出、審核、受理、評估、決策、排期、驗證、統計分析提供全程閉環電子化支撐,同時提供需求提出情況、需求受理情況、需求完成情況的統計報表。

場景二:撥測數據統計分析

匯總全國的撥測數據,從各省的撥測量、機型覆蓋、網絡覆蓋等維度對撥測工作完成情況進行統計分析;從競品對標、達標情況等維度對撥測結果進行統計分析,以便于各公司了解本省及全國業務撥測工作完成進展、業務性能指標短板等情況,從而與基地協同定位,有針對性的對業務進行優化提升。


、產品特性


1、 根據中國移動品質管理工作要求建設,符合NGBOSS2- BOSS(V4.5)規范要求;

2、 基于UCD的交互體驗和界面設計、及基于SIMS成熟的兩級架構體系、高度復用的功能框架、穩定的底層組件、靈活的數據接口擴展能力。


、產品功能


總部品質管理平臺:面向集團管理人員,主要提供需求流程監控、工單創建及跟蹤、上報審批、考核結果發布,以及各類品質數據的采集、發布等功能。

省品質管理平臺:面向省公司的個人及集團產品管理人員,主要提供需求提出、各類上報、案例分享、各類工單處理等日常品質管理,以及各類品質數據的采集、統計分析功能。

基地及專業化公司品質管理平臺:面向產品支撐公司的產品經理,主要提供需求及工單處理、產品信息管理,以及各類品質數據的統計分析功能。

 

2:功能架構圖


、技術參數


1、 可伸縮、高可用能力,系統支持對關鍵業務模塊的水平擴展和故障轉移;

2、 基于RABC的權限管理模型,可以對用戶權限進行細粒度管理,保障賬號和資源訪問安全。提供基于filter的動態防護能力,保障系統免受sql注入、css等攻擊;

3、 利用富客戶端技術,前后端完全解耦,提升了開發效率同時提升了用戶體驗;

4、 基于JBPM的工作流引擎設計能力,流程設計簡單、可定制。


、產品優勢


1、 覆蓋總部、各省、基地及專業化公司的二級星形組網結構和統一規劃的產品版本,適合中國移動集團及下級公司不同級別、不同粒度的業務管理與控制,同時也便于版本快速上線,節約功能改造升級成本;

2、 遍布全國的服務支撐體系,提供7*24集中響應、現場服務、遠程支援等多種業務支撐服務。


、應用情況


品質管理平臺經過四期建設,目前已實現對各項日常品質管理工作的閉環流程支撐,以及重點個人、家庭、集團產品的品質數據采集匯總、統計分析功能。平臺用戶覆蓋總部、31省、各基地、專業化公司,截止今年6月底各省通過平臺提交個人產品需求3萬多條,處理各類工單近500條,上報各類品質工作成果3500余項,從撥測系統采集撥測數據8000多萬條。

 

3:各省、基地帳號情況統計(截止2016年6月底)

 

4:各省、基地登陸情況統計(2016年上半年)

易彩票

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