Abstract
Terminal services is the key process of the telecom operators providing service for
broadband customers, In the current fierce market competition environment, the
operator 's original broadband terminal service management system is unable to meet
customer and market demand, rapid increase of broadband terminal service level is the
most urgent task of operators.
This paper takes AA company broadband terminal service management system as
the research object, analyses its development process the characteristics of each stage,
and analyses its management system of organizational structure, working process, team
management and support systems.Base on the service 5GAP model theory,the paper
find out the existing service gaps and problems. To improve the service management
level for the purpose, the paper research aspects of service management,including the
terminal service management organizational structure, responsibilities, staffing
standards, terminal services team management, work order process and support system,
data analysis and application of emergency procedure.On the basis of this, Combined
with the actual situation of AA company,the paper puts forward a set of series of lifting
scheme which as the core of “centralized reservation, scrolling assignment” working
processing.
Lifting scheme undertakes pilot in an AA company branch.The paper introduce the
background of carrying out and the implementation process,and evaluates the
implementation effect. Finally, the pilot job undertakes analysis and summary,the steps
suggest and risk alert is given to the business who reference and implement the lifting
scheme.
Keyword：broadband, terminal services, service 5GAP model, centralized reservation,
scrolling assignment
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