【正文】 中國(guó)移動(dòng)集團(tuán)公司商業(yè)客戶業(yè)務(wù)運(yùn)營(yíng)支撐系統(tǒng)(BBOSS)業(yè)務(wù)框架( 版 )中 國(guó) 移 動(dòng) 通 信 集 團(tuán) 公 司二○○三年四月i / 42目 錄1 總則 ................................................................................................................1 概述........................................................................................................................................................1 原則和目標(biāo)............................................................................................................................................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(wù)支撐網(wǎng)體系結(jié)構(gòu)............................................................................................................................3 BBOSS 試點(diǎn)工程的任務(wù)和目標(biāo) .............................................................................................................6 BBOSS 支撐的客戶對(duì)象 .................................................................................................................6 BBOSS 系統(tǒng)的業(yè)務(wù)功能全景（目標(biāo)網(wǎng)） .....................................................................................8 BBOSS 和相關(guān)系統(tǒng)的關(guān)系 .....................................................................................................................9 兩級(jí) 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(yíng)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(wù)平臺(tái)的關(guān)系 ...........................................................................................................13 關(guān)鍵業(yè)務(wù)名詞定義..............................................................................................................................133 試點(diǎn) BBOSS 系統(tǒng)業(yè)務(wù)功能要求 ..............................................................14 集團(tuán)客戶的資料管理..........................................................................................................................14 建立完整、準(zhǔn)確的集團(tuán)客戶信息統(tǒng)一視圖 .................................................................................14 集團(tuán)客戶的資料管理功能 .............................................................................................................15 集團(tuán)業(yè)務(wù)產(chǎn)品管理..............................................................................................................................15 產(chǎn)品目錄管理 .................................................................................................................................16ii / 42 面向集團(tuán)客戶的營(yíng)銷管理..................................................................................................................16 銷售力量管理（又稱集團(tuán)客戶經(jīng)理的管理） .............................................................................16 銷售業(yè)績(jī)管理 .................................................................................................................................17 客戶回報(bào) .........................................................................................................................................17 客戶挽留 .........................................................................................................................................18 俱樂(lè)部活動(dòng)管理 .............................................................................................................................18 成本管理 .........................................................................................................................................19 任務(wù)管理 .........................................................................................................................................19 營(yíng)銷規(guī)則管理 .................................................................................................................................20 集團(tuán)客戶的業(yè)務(wù)受理和定單管理......................................................................................................20 綜合業(yè)務(wù)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(tuán)客戶的服務(wù)開(kāi)通和資源管理..............................................................................................24 服務(wù)開(kāi)通 .........................................................................................................................................24 資源管理 .........................................................................................................................................24 集團(tuán)客戶的客戶服務(wù)..........................................................................................................................24 客戶投訴與