b关于电信业务的客户响应流程管理外文参考文献译文及原文doc

b关于电信业务的客户响应流程管理外文参考文献译文及原文doc内容摘要：

2 SME information and the characteristics of the buildingChina39。 s accession to the WTO, China39。 s more than eight million SMEs to create a landmark opportunity for development, but also brought the most serious challenge of global economic integration, fierce petition in the market, the pressure on the internal and external environment, and so on. SMEs will be forced to speed up its own transformation, to improve their core petitiveness. And the use of IT to enhance internal information technology will bee the SMEs to improve petitiveness, the achievement of the expected economic benefits of the important ways. Who can say that as long as the enterprises in today39。 s informationbased construction accounted for the initiative, Enterprise will e in the whole business petition of the researchers brandy! However, Small and Medium Enterprise Management Information pace and the small and medium enterprises in economic life mitment to the important role not match, Currently still in the infancy stage. An authoritative market research on China39。 s small and medium enterprise management information for the level of the special investigation showed : SME informatization construction generally low level of IT concepts independently, based on the lack of IT knowledge, IT personnel are limited. Data show that China has about 30% of small and medium business users still do not realize that information on business assistance, More than 80% of SMEs lack of professional IT staff. 3 ERP in China SMEs of the status ERP in the use of SMEs in China AnalysisAlthough China has entered ERP for more than 20 years, but many of China39。 s small and mediumsized enterprises, ERP only as a synonym for software management, synthesizer and prehensive management of large enterprises patent. Few SMEs to take the initiative to contact and the use of ERP. When my now many small and mediumsized enterprises to implement ERP only %% far lower than that of developed countries and some developing countries. However, as market petition intensifies, SMEs also face the question of how the use of information technology, strengthen management, improve efficiency, the use of ERP is the general trend. First, from the impact of the development of SMEs factors, besides such as social environment, entrepreneurial experience The difficult financing, and other factors, the core factors still management. SMEs because of its simple structure, personnel, munication, management structure pared with large enterprises is not sufficiently regulated. Many small and medium enterprises, often in personal management system to replace management, and poor management, poor operating results. Information management is the process of regulating the process。 Meanwhile, small and mediumsized enterprises need to face the same sales and marketing, production, financial accounting, personnel and organization management, They also require the use of advanced information technology in achieving the modernization of various management functions at the same time, will organize the management functions organically integrated, thereby creating an integrated enterprise management information system. Since the system is, it is not targeted at any particular aspects of the management of information, and should be prehensive management information, This system should be an integrated system that includes all aspects of information management. Only by so doing contribute to enterprise data unification and accurate information flow and further development of enterprises to provide business intelligence and decision support capabilities, thereby improving the management level of enterprises and profitability. Therefore, regardless of size enterprises, ERP prehensive information management is the path we must take. Secondly, SMEs and large enterprises also need information sharing. From the market environment, the present petition is not a separate interenterprise petition but an industrial chain and the other an industrial chain petition. SMEs as an industry link in the chain, its small size, less source of information, more need for timely munication between the upstream and downstream industrial chain information, with the help of ERP systems to the highspeed channels to increase sources of information, improve the status of poor information, SMEs vitality and maintaining industrial chain to the longterm development。 in the small and medium enterprise, Due to various departments with inplete information, internal information exchange sluggish, very easily lead to business goals is not clear, it does not careful, blindly business activities, the direction of the market being misled, the waste of resources, and other ills. Therefore, there is an urgent need for ERP integration of the enterprise39。 s internal information sharing. ERP has been implemented in the enterprise, in accordance with the implementation phase, they will be divided into three categories : Phase I of the enterprise, refers to the overall system planning, the preparation has begun to be pleted by the puteraided manual plete change, based on data collated launched preparatory work for the enterprise。 Phase II of the enterprise that the first stage, based on A。