企业运维服务质量管理制度

systemtroubleshooting.Integratedwiringsystemshouldhaveenoughredundancy,canmeetthedevelopmentrequirements.RehabilitationCenterbackbonetransmissionusingsingle-mode12-coreopticalfibers,fullreservereservetomeetcurrentandfutureperiodtrunksignaltransmissionneeds,rehabilitationcenterforfuturefacilityexpansionneeds.convenientandeconomical.IntranetandtheInternetusingasetofstructuredcablingsystems.Medicaltreatmentbuilding,aerialpartsofeachlayerontherehabilitationfloorweakcurrentequipmentsetupbetweentwo2mnetworkequipmentcabinet,assignedtointernalandexternalnetworkdevices.basementundergroundtwo-levelsharednetworkequipmentrack.Medicaltreatmentbuildingintranetandextranetcommunicationopticalcablefromthemedicalinformationroomofthebuildingleads,alongthemedicalfloorweakcurrenttubeintoeachlayerindividuallyweakcurrentequipment.Recoverybuildingintranetandextranetcommunicationopticalcablefrommedicalandrehabilitationofgroundflooronefloorbasementcorridorintotherehabilitationfloorweakcurrentlines1th,floorand2nd,floorofintranetandoutsidenetworkofcommunicationscablesincemedicalintegratedfloorofinformationroomleads,alongrehabilitationcenterofweaktuberespectivelyinto1th,floorofEast,inthe,Westthreeseatflooralayerofweakequipment运维服务质量管理制度1目的为确保公司提供的运维服务满足客户所需的服务质量，寻找公司服务实施过程中存在的问题和缺陷，为服务改进活动的有效实施提供目标和方向，保证组织的服务质量稳定可控并持续提升，特制订本制度。2适用范围本过程适用于运维服务实施全过程的检查与审计。3职责3.1公司高层(1)负责审批年度服务管理计划。(2)定期对服务实施过程进行监控和管理，对服务实施过程的改进进行审批。(3)负责公司运维服务体系的管理评审，以确保运维服务能力的适应性和有效性。3.2质量管理部(1)负责公司运维服务体系的定期内部评审，对内审中不达标项的处理systemtroubleshooting.Integratedwiringsystemshouldhaveenoughredundancy,canmeetthedevelopmentrequirements.RehabilitationCenterbackbonetransmissionusingsingle-mode12-coreopticalfibers,fullreservereservetomeetcurrentandfutureperiodtrunksignaltransmissionneeds,rehabilitationcenterforfuturefacilityexpansionneeds.convenientandeconomical.IntranetandtheInternetusingasetofstructuredcablingsystems.Medicaltreatmentbuilding,aerialpartsofeachlayerontherehabilitationfloorweakcurrentequipmentsetupbetweentwo2mnetworkequipmentcabinet,assignedtointernalandexternalnetworkdevices.basementundergroundtwo-levelsharednetworkequipmentrack.Medicaltreatmentbuildingintranetandextranetcommunicationopticalcablefromthemedicalinformationroomofthebuildingleads,alongthemedicalfloorweakcurrenttubeintoeachlayerindividuallyweakcurrentequipment.Recoverybuildingintranetandextranetcommunicationopticalcablefrommedicalandrehabilitationofgroundflooronefloorbasementcorridorintotherehabilitationfloorweakcurrentlines1th,floorand2nd,floorofintranetandoutsidenetworkofcommunicationscablesincemedicalintegratedfloorofinformationroomleads,alongrehabilitationcenterofweaktuberespectivelyinto1th,floorofEast,inthe,Westthreeseatflooralayerofweakequipment进行跟踪记录。(2)负责运维服务的组织级质量保证。(3)对公司运维服务业务的质量进行监控。(4)负责组织级客户满意度的调查。(5)负责改进措施的监督及检查。3.3技术服务中心(1)全面管理公司运维服务业务，负责制定总体的服务质量管理计划。(2)监控运维服务质量,定期组织质量分析会议，对运维业务开展情况进行评估。(3)对重大投诉进行原因分析、处理和回访。(4)对每年运维服务报告进行审查。3.4运维服务部(1)负责对所管辖的业务质量计划的制定。(2)负责对所管辖的业务进行质量控制,对质量管理部和服务台提供的客户服务质量调查结果进行分析和处理。(3)定期组织召开质量分析会。(4)跟踪客户投诉的处理过程。(5)定期编写总结报告，持续改进完善维护服务能力和质量。systemtroubleshooting.Integratedwiringsystemshouldhaveenoughredundancy,canmeetthedevelopmentrequirements.RehabilitationCenterbackbonetransmissionusingsingle-mode12-coreopticalfibers,fullreservereservetomeetcurrentandfutureperiodtrunksignaltransmissionneeds,rehabilitationcenterforfuturefacilityexpansionneeds.convenientandeconomical.IntranetandtheInternetusingasetofstructuredcablingsystems.Medicaltreatmentbuilding,aerialpartsofeachlayerontherehabilitationfloorweakcurrentequipmentsetupbetweentwo2mnetworkequipmentcabinet,assignedtointernalandexternalnetworkdevices.basementundergroundtwo-levelsharednetworkequipmentrack.Medicaltreatmentbuildingintranetandextranetcommunicationopticalcablefromthemedicalinformationroomofthebuildingleads,alongthemedicalfloorweakcurrenttubeintoeachlayerindividuallyweakcurrentequipment.Recoverybuildingintranetandextranetcommunicationopticalcablefrommedicalandrehabilitationofgroundflooronefloorbasementcorridorintotherehabilitationfloorweakcurrentlines1th,floorand2nd,floorofintranetandoutsidenetworkofcommunicationscablesincemedicalintegratedfloorofinformationroomleads,alongrehabilitationcenterofweaktuberespectivelyinto1th,floorofEast,inthe,Westthreeseatflooralayerofweakequipment33.5服务台(1)负责监控服务的处理过程。(2)对每个处理事件进行客户回访。(3)接收和处理客户投诉，重要的客户投诉信息及时反馈给相关部门处理。(4)负责保证备品备件供应的及时性和完好性。(5)负责服务数据的统计，并报送给相关部门。3.6运维服务人员包括项目经理、技术支持工程师、现场工程师等相关人员，按照运维岗位职责的要求、工作流程及质量要求，实施具体运维服务任务，并将过程形成记录。4质量管理内容4.1高层的质量管理活动(1)制定管控指标:根据市场情况、技术发展和公司自身变化，制定并周期性的评审公司运维业务的方针策略和目标，评审服务目录、管控目标，评审组织结构和管理制度(2)管理评审:管理评审的目的是通过对公司服务体系运行的适宜性、充分性和有效性进行评价，确定公司服务体系的改进方向。(3)服务改进规划：根据市场情况、技术发展和公司自身变化，周期性systemtroubleshooting.Integratedwiringsystemshouldhaveenoughredundancy,canmeetthedevelopmentrequirements.RehabilitationCenterbackbonetransmissionusingsingle-mode12-coreopticalfibers,fullreservereservetomeetcurrentandfutureperiodtrunksignaltransmissionneeds,rehabilitationcenterforfuturefacilityexpansionneeds.convenientandeconomical.IntranetandtheInternetusingasetofstruct