Customer: China Mobile
Website:
Number of Employees: More than 145,000
Country or Region:China
Industry:Telecommunications
Customer Profile
China Mobile Guangdong Shenzhen Branch is affiliated with China Mobile Communications Corporation. With a customer base of 16.71 million, the company commands market share of 84 percent.
Software and Services
Microsoft® Office System
- Microsoft® Office
- Microsoft®SharePoint Server
- Microsoft® Windows Server
- Microsoft® System Center Operations Manager
- Microsoft® Visual Studio .NET
- Microsoft Consulting Services
- Microsoft® .NET Framework
- Microsoft® Active Directory
- Microsoft® Virtualization
“…The innovativeness of the I-Office unified management platform introduced the service concept, improved the staff working experience, reduced costs of information management, consolidated the management flow, business flow, information flow, etc., and even brought about innovation to our working model.”
Chen Yongqiang, General Manager of China Mobile Group Guangdong Co., Ltd. Shenzhen Branch Technology Center
The advent of 3G has heightened market competitiveness and customers’ expectations of service quality. To increase its business agility, the China Mobile Guangdong Shenzhen Branch wanted to establish an efficient communication channel, accelerate the flow of management information and ease access to accurate information for its service staff. With the help of Microsoft Services, China Mobile Guangdong Shenzhen Branch built an integrated and highly efficient office system platform called the I-Office. The new system integrated the company’s key business systems, increased work efficiencies and reduced information security risks.
Business Needs
China Mobile Group Guangdong Co., Ltd. Shenzhen Branch (China Mobile Guangdong Shenzhen Branch) is affiliated with the China Mobile Communications Corporation. As of 2008, the company commands a market share of 84% with a customer base of 16.71 million.
The advent of 3G has intensified market competitiveness and raised customers’ of service quality. China Mobile Guangdong Shenzhen Branch wanted to enhance its agility in the dynamic marketplace. However, a review of its internal systems revealed a mishmash of IT systems constructed through the years, which created many information silos. The number of business platforms used by ChinaMobile Guangdong Shenzhen Branch’s internal operations included one, 22 and 58 sets ofapplication systems at the national-level, provincial-level and Shenzhen City respectively. This resulted in many under-utilized systems, which impacted staff productivity and operational efficiencies.
Despite providing its staff with single sign-on access to different business information / systems, many could not effectively locate the function they needed as they were confused by the myriad system and platform functions available. In addition, the current portals lacked the self-service configuration features to support customized desktop experiences required by the staff. Information reuse was difficult due to the inefficient search functions, while limited sharing services made bothapplication integration and IT support tedious.
Solution
As a forerunner in technology innovation, China Mobile Guangdong Shenzhen Branch wanted to leverage technology to improve work efficiency and customer service. The company also wanted to integrate its existing business systems and business data, and bridge the business processes and data transmission gaps that existed between systems.
With the help of Microsoft Services, an integrated office system platform called the I-Office was developed. The system made use
of its unified service component specifications to standardize all service components. The existing system was also packaged for utilization by the new Business Desktop, which protected existing investments.
China Mobile Guangdong Shenzhen Branch adopted the Microsoft Solutions Framework (MSF) to better manage the development and implementation of projects. With the help of Microsoft consultants and engineers, the project team conducted a detailed analysis of the existing system; which included more than 40 existing systems, such as the Service Marketing System, Paperless Processing System, and Integrated Department Portal, and more than 1000 services, including Special Number Management and Car Usage Application.
The new system used Microsoft SharePoint as a content management and business information integration support system to link the Enterprise Business Systems and Client Application. The Information Protection and Information Security Access Policy in the SharePoint Server strengthened the portal’s security by controlling user accessibility. A unified user management centre was setup using Windows Server to manage and classify information to different levels, types and jurisdictions using the built-in Authentication System and Rights Management Technology.
In addition, Microsoft System Center
Operations Manager (SCOM) was used to
conduct a full service monitoring, which allowed IT personnel to intuitively locate the point of failure during system errors. / Microsoft’s Virtualization solution was also chosen to manage a virtualized environment through the Microsoft System Centre.
Utilizing the “S+S” (Software and Service) concept, the Microsoft Services team helped to develop an innovative and web-based service map to achieve total integration of 58 sets of systems, 286 processes and 154 processes.
Benefits
The new I-Office system consists of 6 major modules, namely: customizable Desktop, Integrated Service Map, effective communication platform, precise search, integrated information dissemination platform and secured document management. Designed to be a “staff-centered” platform, it successfully integrated the company’s key business systems, increased work efficiencies and reduced information security risks.
Shortening time taken to operate business systems by more than 30 percent
By extracting services from the existing system based on business granularity, classifying the service map based on defined dimensions and strengthening search, statistical and access control functions, the I-Office Service Map enables the company’s IT services’ modules to be available at-a-glance. The new system shortens the time taken to operate business systems by at least 30 percent, thus easing staff access, optimizing processes and raising business efficiency across the board.
The Service Map also allows its IT department to conduct Benefits Assessments to better understand usage statistics and support budgetary planning for the company’s overall IT development initiative. / Fully-integrated key business systems
With the centralization of storage, hosting and the management of user-oriented documents, data, information, processes and services from various application systems, the I-Office information portal helps to integrate key business systems. It has also effectively eliminated the problems of information fragmentation and isolation.
Enabling a “staff-centered” information service with self-service functions
The new I-Office application platform now provides more than 40 sets of customized templates aligned to staff’s job responsibilities. These include the Store Manager Template, Marketing Representative Template and General Staff Template. Besides the flexibility of customizing a personalized Desktop according to their usage habits,
users can also add-on related application services using the drag-and-drop function.
Faster retrieval and reuse of information
China Mobile Guangdong Shenzhen Branch’s staff can now easily locate the needed information quickly through the use of the company’s search service. The “save and subscribe” function enables fast retrieval and reuse of previously searched information. This frees up the storage space in their personal computers and optimizes work processes.
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Document published July 2010>