客户端安装与维护(以下简称装维)工作是电信运营商宽带业务生产流程的

最后一个环节,也是运营商直接面向客户的一个环节,其质量的优劣直接决定了

客户对运营商的感知。不断提升客户端装维效能,对于运营商降低企业运营成本

及提升客户服务水平具有重要的意义。

自2011年年初开始历时两年,内蒙古电信公司开展了一系列提升装维效能的

工作,如网络资源普查、宽带业务自动开通、客户装维支撑体系建设、装维班组

标准化建设等,对电信生产流程进行了大范围改造,并开发和改造了众多的IT支

撑系统,行动取得了众多成果。

本文从分析运营商宽带业务生产流程和装维工作特点出发,详细介绍了内蒙

古电信公司开展装维效能提升工作的过程。通过开展效能提升行动前后若干生产

运营数据、服务指标的对比,论证了内蒙古电信公司开展宽带装维效能提升若干

行动的有效性以及给公司带来的直接或间接的效益。

关键词:安装,维护,客户端,效能,服务

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Abstract

Client installation and maintenance work(the following referred to as ZhuangWei)

is the telecom operators broadband business the last link of the production process,and

operators a link directly to the customer,its quality directly determines the temporary

suspension of customer perception of operators. The efficiency of improving client

installation and maintenance, for operators to reduce business operating costs and

improving customer service level is of great importance.

Since early in 2011,lasted for two years, Inner Mongolia telecom company has

carried out a series of work for promoting efficiency for ZhuangWwei work: Network

resources census、Broadband business opened automatically、Supporting system

construction for Client installation and maintenance work、Team standardization

construction etc. To a wide range of production processes, development and upgrading

the IT support system, the many action has obtained many achievements.

Based on the analysis of operators broadband production process and ZhuangWwei

work's characteristics, Inner Mongolia telecom company to carry out the work

efficiency was introduced in detail. Action by conducting performance before and after

a number of production operation data and services index contrast, demonstrates the

Inner Mongolia telecom companies to carry out the efficiency improve for

ZhuangWwei the effectiveness of several actions and bring to the company's direct or

indirect benefits.

Key wo rds: installationmaintenance ,client, Efficiency,service

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