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中国电信在向综合信息服务提供商转型过程中,通信网络和维护体制同时发生了诸多变化,本地网现行的维护体制受到了市场需求等多方面的挑战,比如客户经理抱怨维护人员不能提供强有力的技术支撑,市场部门抱怨建设部门不能快速响应市场需求,装、拆、移、修成了维护部门的“老大难”问题,等等,换言之,就是现行的维护体制已经不能适应市场环境变化、维护环境变化以及客户需求的变化了。本文针对现有维护体制存在的问题,提出了建立以客户服务为中心、以快速响应市场需求为导向、以提升服务质量为目标,呈现大网络、大体制、小维护特点的维护体系的建议。其中,大网络是指网络结构的变化趋势和未来网络的开放程度,大体制是指由省公司对全省设备进行“三集中”(集中维护、集中监控、集中监控),小维护则是指人员从维护设备向维护客户端转移,实行分区域维护。
During the transformation of China Telecom to the integrated information service provider, many changes took place simultaneously in the communication network and the maintenance system. The existing maintenance system in the local network has faced many challenges such as market demand. For example, the customer manager complains that the maintenance personnel can not provide strong , The market department complained that the construction department can not respond quickly to the market demand and that the maintenance department’s “boss difficulties” are solved. In other words, the existing maintenance system can no longer meet the changes in the market environment , Maintaining changes in the environment and changes in customer needs. In this paper, aiming at the existing problems in the maintenance system, this paper puts forward the suggestion of setting up a maintenance system focusing on customer service, responding quickly to the market demand and improving the service quality with the big network, big system and small maintenance. Among them, the large network refers to the changing trend of the network structure and the future opening of the network, the large system refers to the provincial company on the province’s equipment “three concentrated” (centralized maintenance, centralized monitoring, centralized monitoring), small maintenance Refers to the transfer of personnel from the maintenance equipment to the maintenance client and the implementation of sub-area maintenance.