摘要
重庆号码百事通是中国电信在重庆负责信息服务类业务的子公司，公司由之前的
114 查号台转型而来。在转型的过程中，除了原有的查号功能以外，还加入了基于用
户提供查询关键字的综合信息查询。随着短信，移动互联网等用户移动信息收发渠道
的增加，公司也针对这些不同的接入方式开发了不同的信息搜索产品。然而这些本质
上相同或接近的业务和产品在实现上却是互相分离的，有着各自的管理团队和系统支
撑，因此也造成了公司人工和管理成本的增加，并导致了不同的系统中的数据严重缺
乏一致性。随着移动互联网时代的到来，这种老旧的业务构架已经越来越不适应时代
的发展。

而系统理论的相关理念，将有助于解决公司当面面临的混乱局面。最初的想法是
通过将所有业务进行归纳化的思考，找到其共性和区别，并根据其不同特性纳入一个
统一的信息搜索系统中来。统一之前各业务的共性，保留各业务的独特性，使得业务
的逻辑形式不受影响，但具体实现却得到了集约。然而，随着项目的进行，系统理论
的力量逐渐显现。通过组成部分和结构的调整，整个系统涌现出了新的效率和新的功
能，整个系统效率的提高显著的超过了其组成部分提高的简单加和。

另外，原有的基于人工服务的语音信息查询话务台，员工工作单调枯燥，态度消
极，服务质量不高的一直是困扰业务发展的主要难题之一。以往通过管理谈话，宣扬
荣誉感和集体主义的士气激励，组织文化建设等精神层面的手段效果十分有限，急需
找到新的方法减少员工的工作压力和负面情绪的影响。

而人机系统理论，系统的阐述了人和机器的固有特性和优劣势，主张将工作在人
和机器之间合理分配，将人和机器纳入一个整体进行思考。通过对这一理念和方法的
运用，测量了话务中心员工的脑力负荷，利用其工作特点，开发了基于随机的用户来
电的博彩游戏式的工作方法。经过一段时期的实验，证实此种方法简单有效，能够切
实可行的缓解原有的单调枯燥的简单工作带来的负面情绪，是一项成功的管理学创
举。

关键词：系统 人机系统 管理优化

II
Abstract
Chongqing Best Tone is a subsidiary of the China Telecom,it responsible for
information services in Chongqing. And It transited from the previous 114 directory
assistance. In the transition process, the company joined the keyword query services that
based on user’s provided comprehensive information. With the increased mobile
messaging channels like text messaging or mobile Internet, the company also developed
different information search products for these different access methods. Although the
essentially of these business and products are the same or close but in the realization, they
are separated from each other, they have their own management team and system support,
it caused the increase of the cost of labor and management, and it also lead to data in
different systems are serious lack of consistency. In the mobile Internet era, this old
business architecture has become increasingly unsuited to the times.
The underlying concept of system theory, would help us solve the Chaos that
company is facing. At the beginning, the original idea was to summarize all business by
oriented thinking, and to find their similarities and differences, and according to their
different characteristics into a unified information search system. The unification of the
business is in common, and keeps the unique nature of each business, so it will not affect
the logical form of business, but the specific implementation has been intensive. However,
in the progresses, the strength of the systems theory has graduated. By components and
restructuring, the emergence of a new overall system efficiency and new features to
improve the efficiency of the entire system greatly exceeded the simple sum of their parts.
In addition, In the original voice-based human services information query console,
employee works with monotony and negative attitude, and the service quality is low. It has
been one of the main challenges of business development. In the past, by managing
conversations, honor and promote the morale of collectivism incentives, organizational
culture building spiritual means very limited. The company needs to find new ways to
reduce stress and negative emotional impact.
The man-machine systems theory, systematic exposited the inherent characteristics of
humans and machines, and the advantages and disadvantages, advocates a reasonable work
allocation between man and machine, and the man and machine will be incorporated into
an overall thinking. Through the use of this concept and methods, by measurement of the
call center staff mental workload, using its work characteristics, We developed a gamingstyle of working based on random user call numbers. After a period of experiments, it
confirmed that this method is simple and effective, can be feasible mitigation original
monotony of simple tasks negative emotions. It is a successful management initiative.
Keywords: system man-machine system administrant optimization