【正文】 中國移動集團公司商業(yè)客戶業(yè)務運營支撐系統(tǒng)(BBOSS)業(yè)務框架( 版 )中 國 移 動 通 信 集 團 公 司二○○三年四月i / 42目 錄1 總則 ................................................................................................................1 概述........................................................................................................................................................1 原則和目標............................................................................................................................................1 適用范圍................................................................................................................................................2 起草單位................................................................................................................................................2 解釋權(quán)....................................................................................................................................................22 BBOSS 系統(tǒng)總體結(jié)構(gòu) .................................................................................3 業(yè)務支撐網(wǎng)體系結(jié)構(gòu)............................................................................................................................3 BBOSS 試點工程的任務和目標 .............................................................................................................6 BBOSS 支撐的客戶對象 .................................................................................................................6 BBOSS 系統(tǒng)的業(yè)務功能全景（目標網(wǎng)） .....................................................................................8 BBOSS 和相關(guān)系統(tǒng)的關(guān)系 .....................................................................................................................9 兩級 BBOSS 體系結(jié)構(gòu) ....................................................................................................................9 BBOSS 和 RBOSS 的關(guān)系 ...........................................................................................................10 BBOSS 和客戶管理系統(tǒng)的關(guān)系 ...................................................................................................12 BBOSS 和經(jīng)營分析系統(tǒng)的關(guān)系 ...................................................................................................12 BBOSS 和現(xiàn)有大客戶管理系統(tǒng)的關(guān)系 .......................................................................................12 BBOSS 和業(yè)務平臺的關(guān)系 ...........................................................................................................13 關(guān)鍵業(yè)務名詞定義..............................................................................................................................133 試點 BBOSS 系統(tǒng)業(yè)務功能要求 ..............................................................14 集團客戶的資料管理..........................................................................................................................14 建立完整、準確的集團客戶信息統(tǒng)一視圖 .................................................................................14 集團客戶的資料管理功能 .............................................................................................................15 集團業(yè)務產(chǎn)品管理..............................................................................................................................15 產(chǎn)品目錄管理 .................................................................................................................................16ii / 42 面向集團客戶的營銷管理..................................................................................................................16 銷售力量管理（又稱集團客戶經(jīng)理的管理） .............................................................................16 銷售業(yè)績管理 .................................................................................................................................17 客戶回報 .........................................................................................................................................17 客戶挽留 .........................................................................................................................................18 俱樂部活動管理 .............................................................................................................................18 成本管理 .........................................................................................................................................19 任務管理 .........................................................................................................................................19 營銷規(guī)則管理 .................................................................................................................................20 集團客戶的業(yè)務受理和定單管理......................................................................................................20 綜合業(yè)務受理 .................................................................................................................................21 定單管理 .........................................................................................................................................22 工單管理 .........................................................................................................................................22 施工管理 .........................................................................................................................................23 合同管理 .........................................................................................................................................23 面向集團客戶的服務開通和資源管理..............................................................................................24 服務開通 .........................................................................................................................................24 資源管理 .........................................................................................................................................24 集團客戶的客戶服務..........................................................................................................................24 客戶投訴與