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《减少网管判障超时次数》是获得2008年“上海电信杯”QC 小组擂台赛一等奖的成果,在比赛的闭幕式上,这个小组被邀请作了现场演示,小组用一问二答的谈话形式,清晰地讲述了整个项目,令所有观众印象深刻。本文记录这个项目时,也采用问答的形式,希望读者通过中国电信上海公司信息网络部的这个项目,可以了解、体会到,在一个技术含量较高的服务行业要做到用户满意,必须深入关注流程。要运用科学的手段,找到解决问题的办法;要做好各种数据的统计,为改进建立基础;要通过各种形式,尤其可以通过 QC 小组活动,调动每一个一线员工主动解决问题的积极性,提高每一个员工的工作能力,以员工满意促用户满意。更要在实践的基础上建立起相应的服务规范、标准,并持之以恒地实现改进。
“Reducing the number of network management timeout” is the result of winning the first prize in the 2008 “Shanghai Telecom Cup” QC Team Challenge Contest. At the closing ceremony of the competition, the team was invited to give a live demonstration. Answer form of conversation, a clear account of the entire project, so that all audiences impressed. This article records this project, also used the form of question and answer, I hope readers through the China Telecom Shanghai Branch of the Information Network Department of this project, you can understand and experience that in a high-tech service industries to achieve customer satisfaction, we must pay more attention Process. To use scientific means to find a solution to the problem; to do all kinds of statistics, to establish the basis for improvement; through various forms, especially through QC group activities, mobilize the enthusiasm of each front-line staff to take the initiative to solve the problem, Improve the ability of each employee’s work, employee satisfaction and promote customer satisfaction. More should be based on the practice to establish the corresponding service standards, standards, and consistently achieve improvements.