某公司運(yùn)維服務(wù)部管理流程說(shuō)明.doc

1、運(yùn)維服務(wù)部運(yùn)維服務(wù)部管理流程說(shuō)明管理流程說(shuō)明目錄目錄1引言引言............................................................................................................................................41.1編寫目的.........................................

2、...................................................................................41.2編寫說(shuō)明............................................................................................................................42維護(hù)理

3、念維護(hù)理念....................................................................................................................................42.1維護(hù)宗旨...........................................................................

4、.................................................42.2維護(hù)范圍............................................................................................................................42.3響應(yīng)服務(wù)速度.............................

5、.......................................................................................53維護(hù)保證維護(hù)保證...........................................................................................................................

6、.........53.1提供統(tǒng)一接口....................................................................................................................53.2提供標(biāo)準(zhǔn)化的服務(wù)質(zhì)量.......................................................................

7、.............................53.3服務(wù)支持手段....................................................................................................................64維護(hù)類型維護(hù)類型.......................................................

8、.............................................................................64.1主動(dòng)式服務(wù)........................................................................................................................64.1.1維護(hù)質(zhì)量審計(jì)..

9、..........................................................................................................64.1.2客戶滿意度調(diào)查.....................................................................................................

10、...64.2被動(dòng)式服務(wù)........................................................................................................................74.2.1電話及郵件應(yīng)答服務(wù).........................................................................

11、.......................74.2.2遠(yuǎn)端服務(wù)....................................................................................................................74.2.3現(xiàn)場(chǎng)服務(wù).............................................................

12、.......................................................74.3人性化服務(wù)........................................................................................................................75維護(hù)制度維護(hù)制度..........................

13、..........................................................................................................85.1值班制和專人維護(hù)制.....................................................................................................

14、...85.2服務(wù)監(jiān)督機(jī)制....................................................................................................................85.3客戶回訪制度.................................................................................

15、...................................85.4故障定義及報(bào)告制度........................................................................................................85.4.1.1故障級(jí)別........................................................