【正文】 1 / 56中國(guó)電信集團(tuán)公司移動(dòng) IT 需求規(guī)劃版本號(hào)：中國(guó)電信集團(tuán)公司移動(dòng)通訊辦公室2 / 56目錄 綜述 ...............................................................................................................................................4. 規(guī)劃背景 ...................................................................................................................................4. 文檔說明 ...................................................................................................................................4. 適用范圍 ...................................................................................................................................4. 編制依據(jù) ...................................................................................................................................4. 術(shù)語(yǔ)定義 ...................................................................................................................................4. 符號(hào)和縮略語(yǔ) ...........................................................................................................................4 規(guī)劃原則 .......................................................................................................................................6 需求規(guī)劃思路和方法 ...................................................................................................................6. 需求工作定位 ...........................................................................................................................6. 需求規(guī)劃方法 ...........................................................................................................................7 需求框架 .......................................................................................................................................9. 業(yè)務(wù)運(yùn)營(yíng)活動(dòng)分析 ...................................................................................................................9. 需求框架設(shè)計(jì) .........................................................................................................................13 移動(dòng)支撐能力－基礎(chǔ)類 .............................................................................................................16. 市場(chǎng)營(yíng)銷－營(yíng)銷活動(dòng)管理 .....................................................................................................16. 渠道管理－電子渠道（客戶自服務(wù)） .................................................................................17. 渠道管理－社會(huì)渠道 .............................................................................................................20. 客戶管理－客戶信息管理 .....................................................................................................22. 客戶管理－客戶信用度管理 .................................................................................................24. 客戶服務(wù) .................................................................................................................................27. 經(jīng)營(yíng)分析/營(yíng)銷分析 ..............................................................................................................28. 產(chǎn)品管理 .................................................................................................................................30. 服務(wù)開通 .................................................................................................................................31. 資源管理－營(yíng)銷資源管理 .....................................................................................................32. 采集、計(jì)費(fèi)、帳務(wù) .................................................................................................................33. 結(jié)算 .........................................................................................................................................38. 合作伙伴管理－CP/SP 管理 ...............................................................................................40 移動(dòng)支撐能力－專題類 .............................................................................................................43. 預(yù)付費(fèi)業(yè)務(wù) .............................................................................................................................43. 實(shí)時(shí)融合計(jì)費(fèi)帳務(wù) .................................................................................................................45. 異地服務(wù) .................................................................................................................................47. 積分管理 .................................................................................................................................50. 統(tǒng)一充值 .................................................................................................................................52. 集團(tuán)客戶支持 .........................................................................................................................55. 漫游 .........................................................................................................................................56 附件清單: ...................................................................................................................................573 / 56圖表目錄圖表 1 術(shù)語(yǔ)定義 .......................................................................................................................5圖表 2 符號(hào)和縮略語(yǔ) ...............................................................................................................6圖表 3 移動(dòng) IT 需求工作定位 ..............................................................................................7圖表 4 需求規(guī)劃流程 ...............................................................................................................7圖表 5 業(yè)務(wù)驅(qū)動(dòng)力分析 ...........................................................................................................8圖表 6 業(yè)務(wù)運(yùn)營(yíng)活動(dòng) ...............................................................................................................9圖表 7：需求框架 ..................................................................................................................13圖表 8 移動(dòng)支撐能力需求和需求框架的映射關(guān)系 .............................................................15圖表 9