摘要:本文通过分析国内通讯企业信息化程度低下的主要原因进行分析，主要原因有资金、人员、风险、政府的支持以及缺乏参考模仿对象去建设公司的信息化系统。通过运用文献研究法、访谈法、实践应用法去分析了解成功实现信息化运营的实例——中国移动广州分公司沟通100服务厅的信息化运营，分析其在信息化系统建设与运营中的主要特点以及存在的不足之处，结合亲身使用和体会，发现其中的不足并给出自己对其改进的方法。希望以此能给正在或将要进行信息化系统建设的企业提供参考。全文分为三部分。第一部分，绪论，简单介绍了本文的背景、研究思路及方法、信息化相关的理论知识和文献综述。第二部分，对我国通讯企业信息化现状研究分析，通过“鱼骨图”分析法对国内通讯企业信息化程度偏低原因进行分析探讨。第三部分，中国移动广州分公司沟通100服务厅信息化运营的分析，主要选取BOSS系统以及ERP运维系统的运营进行分析。第四部分，结论。

通过对中国移动广州分公司沟通100服务厅的信息化运营分析，得出结论：在进行信息化建设时，应分层次和类别对数据的存储、处理、读取进行处理，科学合理地建立和布局数据库，以达到数据的快速使用，同时在信息化运营过程中应注意信息传递过程中的流程化控制以达到信息合理高效地传播。

关键词：信息化 中国移动 BOSS 系统 ERP 运维

Abstract:The passage uses ‘fishbone diagrams’ analytical method to analyze the low level of informationization in domestic communications enterprises, found that the lacking of imitate object is one of the main reasons. The article uses practical application method and survey method to comprehend and analyze an instance that successfully realized information-based operation – The main characteristics and shortcomings of China Mobile, Guangzhou branch company ‘100-Comunication’ Service Hall at its information-based system building, also combine the first hand experiences to put forward some ways for improvement, expecting to provide some references to those enterprises who are undertaking or going to do the information-based system building. The whole article is divided into six parts. The first part is preface, briefly introduces the background and research thread and method of the article. The second part introduces some relevant theories of informationization. The third part analyzes the current situation of domestic enterprises informationization, uses ‘fishbone diagrams’ analytical method to analyze the reason for low level of informationization in domestic enterprises. The forth part introduces the research achievement in communication enterprises informationization by domestic persons. The fifth part analyzes the information-based operation of China Mobile, Guangzhou branch company ‘100-Comunication’ Service Hall, mainly chooses BOSS system and ERP Operational System to analyze. The sixth part is the conclusion.

Through the analysis of the information-based operation of China Mobile, Guangzhou branch company ‘100-Comunication’ Service Hall, we know that when carrying out the information-based building, we should make a scientific proper redistribution for storing, dealing and reading the data, and also control the capability of receiving and reading the data. What’s more we should pay attention to the process of information transportation.

Keywords: informationization，China Mobile，BOSS system，ERP operational System