电信装维人员服务规范222

complete temporary tasks assigned by the Manager. Second, characteristic functions 1, according to the company, \bility of three\quirements of the management system, responsible for \bility of three\em and the formulation of major rules and regulations, and is responsible for training, implementation, inspection and guide its operation; 2, the company responsible for the Department (workshop) annual and monthly economic responsibility economic responsibility system and various special formulation, revision, inspection, evaluation, internal evaluation, summary, approved and communicated, audits, surveys, feedback from senior Department assessment; 3, responsible for the company's long-term plan, annual plan of work; 4, is responsible for the company's monthly operating conditions analysis and monthly focus assessment focus; 5 rules and regulations, the company responsible for the development, examination, inspection and training, Discovery Manager. 10 quality accidents of work, the company responsible for the Department of investigation, judge, processing, analysis, summary and reporting; 11, and is responsible for implement implementation implementation national of financial system, and financial discipline, according to company \bility three of\s, developed company financial management and financial supervision system (including funds costs approval system, and borrowing approval system, and settlement system cash management system,), by Manager approved Hou seriously organization implementation, and implementation, and程队正在处理，按综调要求，已丢工程割接报告上联系人员号码xxxx告知用户”。

3．属于电缆障碍，装维人员在转派障碍时，一定要联系到用户，统一电话脚本“抱歉，这个地方电缆故障我们正在紧急抢修处理中，我将我们抢修人员电话号码告知您，您请记一下，号码是xxxx，如果他未及时处理给您的回复不满意，可与联系（中午和晚上无人接听），这个电话会督促其处理，感谢您的配合。”在完成电话告知后需在服务保障系统中备注“xx电缆障碍，XX电缆班正在处理，按综调要求，已留电缆维护人员联系号码xxxx告知用户”。

三、升级上报制度

1．维修人员发现维护区域有批量用户申告或发生重大故障，应立即将情况汇报班长直至中心领导，由班长或中心领导及时反馈各相关部门处理；处理部门同时将故障发生现象、涉及面、处理情况及预计处理完成时间等信息通知相关部门，以便做好客户的安抚、解释工作。

2．维修人员对于2次以上重复的障碍，无法彻底查修的，要主动上报班长，由班长根据需要调整业务技能高的维修人员彻查。

3．装维人员对于管控部门的催装催修，要在现场及时处理并做好客户的安抚、解释工作，对于有投诉倾向的应立即向班长汇报直至中心领导。

4．对于确实由于客观原因和用户原因(联系不到用户、疑难障碍等)造成的无法及时修障的，维修人员需在流程时限

5

complete temporary tasks assigned by the Manager. Second, characteristic functions 1, according to the company, \bility of three\quirements of the management system, responsible for \bility of three\nd the formulation of major rules and regulations, and is responsible for training, implementation, inspection and guide its operation; 2, the company responsible for the Department (workshop) annual and monthly economic responsibility economic responsibility system and various special formulation, revision, inspection, evaluation, internal evaluation, summary, approved and communicated, audits, surveys, feedback from senior Department assessment; 3, responsible for the company's long-term plan, annual plan of work; 4, is responsible for the company's monthly operating conditions analysis and monthly focus assessment focus; 5 rules and regulations, the company responsible for the development, examination, inspection and training, Discovery Manager. 10 quality accidents of work, the company responsible for the Department of investigation, judge, processing, analysis, summary and reporting; 11, and is responsible for implement implementation implementation national of financial system, and financial discipline, according to company \bility three of\s, developed company financial management and financial supervision system (including funds costs approval system, and borrowing approval system, and settlement system cash management system,), by Manager approved Hou seriously organization implementation, and implementation, and 内及时回告或汇报可能超时的原因，同时上报班长，作为减免对维护人员考核的依据。综合调度在催单过程若发现维修人员随便使用回告功能，要及时在系统中进行短信通知查修，并记录按照虚假回告进行考核。