摘 要
电信运营商是典型的服务型企业，在近年经济环境、市场环境、内部经营环境
变化的条件下，面临着对自身运营模式进行变革的急迫性，网格化运营模式是服务
型企业值得推行的管理模式，对该模式的研究将有助于电信运营商企业经营效能提
升及技术不断革新后的持续发展。
本文对近年电信行业经营形势进行了分析、对 M 移动公司（简称 M 移动）政企
客户在公司市场地位和重要性进行了阐述，从投入产出比方面分析出政企客户在公
司的整体客户市场具有举足轻重的作用，通过对政企客户持续的销售和服务能延续
扩展到组织中大部分个人客户，因此这一客户群是运营商投入巨大人财物力争夺的
重要对象。在对 M 移动的经营现状进行剖析和诊断后，总结得到该企业后续发展中
存在的瓶颈问题，即在竞争加剧的今天，营销效能提升，管理效率提升、支撑流程
整合、员工激励增效是电信运营商必须面对的课题，解决上述问题是实施网格化运
营的目的，进而根据 M 移动的现状梳理出推行网格化运营模式需要的核心工作；执
行网格化运营模式需要的支撑保障。随后从网格划分、网格价值评估、网格人员配
置及激励考核、全业务服务支撑体系建设、运营系统支撑建设等方面进行阐述。
本文在企业运营实践中遇到管理瓶颈后结合自身情况进行剖析，主要侧重于运
营模式的研究，如何将人力资源和组织流程进行合理的分配，使得基于客户为中心
的销售和服务让客户感知更加良好，企业运营更加高效。由于以电信行业具体的企
业单位为研究对象，分析问题、并提出解决的方法，因此对于电信运营商、销售型
企业本文有一定的参考借鉴价值。
关键词：电信运营商 政企客户 网格化 运营模式
Abstract
In the situation of rapidly changing economic environment, market environment and
the internal operating environment in recent years, telecom operators, as typical
service-oriented enterprises, faced with a very urgency of the need to change its mode of
operation. The grid operation mode is worth widely implemented in a service-oriented
enterprise management mode, its in-depth study will help to enhance the business
performance of telecom operators as well as the continued development of technological
innovations.
In this thesis, the results of analysis of the development and the management
situation of the telecommunications industry in recent years, indicating that the
government and enterprise customers of the M mobile company (M Mobile) occupy an
important position in the company market. Further analysis of the input-output ratio shows
that government and enterprise customers have a pivotal role in the company's overall
customer market. Sustained sales and services for government and enterprise customers
can be further extended to most of the organization of individual customers. Therefore, the
government and enterprise customer groups should be customer object attaches great
importance by the carrier and investment in huge human, financial and material resources
to compete for.Summary the results of the profiling and diagnostic of M Mobile operating
status, shows the bottleneck problem in the further development of enterprises. That is,
telecoms operators have to face in the case of increased competition in the development of
the topics include: how to enhance the effectiveness of marketing, management efficiency,
the support process integration, employee motivation efficiency and other areas. The grid
operators can effectively solve the above problems. The content of this study include: First,
tease out the implementation of grid operation mode required core work according to the
status of M Mobile; secondly, provide the required support for the implementation of grid
operation mode protection; third, establish grid marketing, including grid mesh, grid value
assessment and grid staffing; Finally, develop construction of various aspects of the
management process, Including incentive assessment, full service support system,
operating system support construction.
This thesis, meets the management bottleneck in enterprise operation practice
according to their own situation to carry on the analysis, the study mainly focuses on the
operation mode, how to process the human resources and the organization of the rational
distribution, which is based on the customer as the center of the sales and service so that
customer perceived to be better, more efficient business. Due to the telecommunications
industry specific business unit as the research object, analyze problems, and puts forward
the solution, so for the telecom operators, sales of enterprises in this thesis has some
reference value.
Key words: Telecom Operators, Government and Enterprise Customers, Grid Operation,
Operating Mode