QUY TRNH THAY I THAM S H THNG

Hy ni theo cch ca bnCNG TY VIN THNG VIETTELM hiu:

Ngy c hiu lc:

HNG DNX L PHN NH KHCH HNGLn ban hnh:

Trang: 8/8

BNG THEO DI SA ISTTTrangNi dung sa iNgy c hiu lc

Bin sonKim traPh duyt

Ch k

1. Mc ch, yu cu:

1.1. Mc ch

Hng dn NV CNKT tnh x l phn nh ca khch hng, khc phc tnh trng cht lng mng xu ni khch hng phn nh nhm nng cao cht lng dch v, lm khch hng hi lng vi cc dch v m Viettel cung cp.1.2. Yu cu

Tr li khch hng mun nht l 24h sau khi khch hng phn nh X l trit tnh trng cht lng mng xu ni khch hng phn nh2. Phm vi p dng:

Hng dn ny c p dng cc chi nhnh k thut tnh Khu vc 13. Cc ti liu lin quan:

4. nh ngha: (t vit tt, thut ng)

NVKT: Nhn vin k thut.

TKTU: Thit k v ti u VHKT1: Phng vn hnh khai thc KV1 UCTT: ng cu thng tin

NOC1: Phng iu hnh vin thng KV1 BTS: Base Transceiver Station: Trm thu pht sng di ng5. Hng dn thc hin5.2. Cc bc thc hin:

a) Bc 1: Tip nhn phn nh ca khch hng

NVKT tnh c th tip nhn phn nh ca khch hng t nhiu ngun khc nhau nh: Khch hng phn nh trc tip

Thng qua Trung tm gii p khch hng (Call Center): Trung tm Call Center l ngun tip nhn thng tin chnh v cc phn nh ca khch hng. Nhn c gin tip qua NV TKTU KV: Nhn vin TKTU khu vc chuyn tip phn nh ca khch hng khi nhn c t CC1.Hng ngy Trung tm CC nhn c rt nhiu phn nh ca khch hng v nhiu vn khc nhau, trong c vn v cht lng mng. Cu trc form Tng hp phn nh cht lng mng nh sau:

Hnh 1: Form tng hp cht lng mng theo ngy ca TTGDKH

Form tng hp cht lng mng gm 3 sheet: Tng hp, S liu chi tit v Nng

- Sheet Tng hp tng hp s lng phn nh, phn loi phn nh v nu danh sch cc tnh cnh bo v cht lng mng (l nhng tnh c s lng phn nh nhiu)

- Sheet S liu chi tit: Thng k cc phn nh ca khch hng v ch ra im nng v cht lng mng trong ngy

- Sheet Nng: y l cc phn nh m thi khch hng gay gt hoc khch hng phn nh nhiu ln. CNKT tnh c trong danh sch phn nh nng cn phi tr li nguyn nhn v bin php x l tnh trng khch hng phn nh. Trong Sheet Nng c mt s thng tin ch sau: S thu bao: S in thoi khch hng phn nh

Ngy /gi: Thi gian nhn phn nh ca khch hng

M t: M t ni dung phn nh ca khch hng

Phn loi: Loi phn nh

Thng tin v a ch ca khch hng (S nh, Phng/X, Qun/Huyn, Tnh/ Thnh ph.

b) Bc 2: Xc nh khu vc phn nh v cc trm BTS c th phc vSau khi tip nhn phn nh, NVKT tnh cn xc nh khu vc khch hng phn nh v cc trm BTS c th phc v khu vc ny

NVKT tnh s dng cc phn mm MCOM2001 hoc MapInfor hin th ng thi bn v c s d liu trm BTS trn a bn tnh. Da vo thng tin a ch ca khch hng xc nh v tr khch hng phn nh v cc trm BTS c th phc v c khu vc ny. Nu NVKT tnh nm vng a bn v c s d liu trm khu vc mnh qun l c th dng kinh nghim xc nh m khng cn n s h tr ca cc phn mm trn.

Ghi ch: NVKT tnh cn bit s dng phn mm MapInfor v MCOM2001, s h tr nhiu trong vic thit k v ti u mng

Hnh 2: Hin th bn v c s d liu trm BTS bng phn mm MapInfor

Hnh 3: Hin th bn v c s d liu trm BTS bng phn mm MCOM2001

c) Bc 3: Phn loi phn nh

C th phn loi cc phn nh khch hng v cht lng mng gm 2 loi chnh:V cht lng vng ph: Sng yu, sng chp chn, mt sng..V cht lng dch v: Kh thit lp cuc gi trong mng, Rt cuc gi, Thoi trong, kmNh vy c mt s loi phn nh nh sau: Mt sng, sng yu, sng chp chn, Kh thit lp cuc gi trong/ngoi mng, rt cuc gi, thoi trong, thoi kmd) Bc 4: Tm nguyn nhn v bin php x l Trong bc ny cn lm r 2 vn :

Li khch hng phn nh l b din rng hay din hp

Li do u cui ca khch hng (li SIM, li my) hay li do mng

i vi phn nh mt sng:Phn tch: Chng ta thy rng mt sng c ngha l trc vn c sng bnh thng v do mt nguyn nhn no c tnh cht t ngt. Mt s nguyn nhn gy ra tnh trng mt sng nh: Do SIM

Do my in thoi

Do trm BTS phc v khng pht sng (mt in, mt lung, do tc ng Halted trm t BSC)

Nhng thng tin c trong phn nh Mt sng nh sau:

Loi phn nh: Mt sng

a ch khch hng phn nh: Thn/X (Phng)/Huyn(Qun)/Tnh(Thnh ph)

Ni dung phn nh: Khch hng b mt sng, chuyn sim sang my khc c b tnh trng mt sng hay khng? Cc thu bao Viettel trong cng khu vc c b tnh trng nh khch hng khng? Thi im xy ra tnh trng trn

S in thoi lin h ca khch hng

NVKT tnh cn xc nh phm vi ca tnh trng mt sng l din rng hay hp bng cch tr li cc cu hi:Cu hi: cc thu bao Viettel trong cng khu vc c tnh trng trn khng?

Tr li: C. Kt lun: Din rng. Nguyn nhn: C th trm BTS khng pht sng hoc li h thng. Hnh ng: Kim tra tnh trng hot ng ca trm BTS phc v khu vc trn xem trm c mt in, mt lung khng? Tham kho thm thng tin thi im xy ra phn nh. T a ra bin php khc phc tng ng. Nu trm BTS hot ng tt, th c th do li h thng, cn thng bo ln phng TKTU KV v cc phng ban khc c h tr.Tr li: Khng. Kt lun: Din hp. Nguyn nhn: Do my hoc SIM ca khch hng.

Do SIM: Hng dn khch hng chuyn SIM sang my khc ang hot ng tt v kim tra xem cn b tnh trng c hay ko? Nu vn cn tnh trng c th kt lun do SIM ca khch hng, hng dn khch hng ra cc im giao dch ca Viettel i SIM mi.

Do my: th bng cch lp SIM khc ang hot ng tt vo my khch hng v kim tra xem cn tnh trng c hay khng? i vi phn nh sng chp chn, sng yu

c ni dung thng tin trong phn nh Sng chp chn hoc Sng yu tm thng tin:

Loi phn nh: Sng chp chn hoc sng yu

a ch khch hng phn nh: Thn/X (Phng)/Huyn(Qun)/Tnh(Thnh ph)

Ni dung phn nh: Thi im xy ra tnh trng phn nh, khong cch n khu vc phn nh tnh trng tr li bnh thng Loi my khch hng s dng

S in thoi khch hng

Mt s cng vic cn lm:

Xc nh khu vc khch hng phn nh l ng bng hay min ni, a hnh, mt nh ca..

Xc nh tng i khong cch t v tr phn nh n trm BTS gn nht

Xc nh mt trm BTS xung quanh khu vc khch hng phn nh

Kim tra tnh trng hot ng ca cc trm BTS phc v khu vc ny (tilt, Azimuth, cao ct, g anten, li phn cng ti trm, cng sut pht) Ty thuc vo nhy thu ca tng loi my nn tnh trng sng yu hay khe mi khch hng cm nhn cng khc nhau, hng dn khch hng i sim sang my ang hot ng tt kim tra. Kim tra chnh xc ca thng tin khch hng cung cp.

Lin h vi khch hng bit thm thng tin v kim tra tnh trng hin ti (Tnh trng sng chp chn hay sng yu c khc phc cha)

Tin hnh o driving test, x l li ti trm

.

Ghi ch: y ch l cc vic gi , khng nht thit phi thc hin ton b cc cng vic trn. i vi trng hp phn nh kh thit lp cuc gi trong/ngoi mng

Da vo d liu KPI m NV TKTU KV gi v, kim tra thng s CSSR ca cc trm phc v khu vc khch hng vo ngy khch hng phn nh. Thng s CSSR (Call Setup Success Rate) l thng s biu th t l thit lp cuc gi thnh cng ca cell, t l trn cng cao cng tt. Nu thng s CSSR tt, cn lin h vi khch hng hi thm thng tin: Tnh trng kh thit lp cuc gi cn din ra hay khng? Nu khch hng xc nhn khng cn tnh trng trn th tr li vo ni dung phn nh nng l tnh trng c khc phc. Nu khch hng phn nh vn cn tnh trng trn th hi thm thng tin: tnh trng kh thit lp cuc gi din ra vo mt thi im nht nh trong ngy hay vo mi thi im trong ngy. Nu l mt thi im nht nh th l thi gian no? Kim tra cc cell phc v khu vc khch hng phn nh c hin tng nghn hy khng? pht hin tnh trng nghn ca cc trm xung quanh khu vc phn nh cn kim tra: Trm BTS b block hoc Unused card. Hnh ng: Khc phc tnh trng block, unused nu c. Tnh trng s dng HR ca cc cell. Hnh ng: gi yu cu khai tng haft rate cho NVTKTU khu vc qun l tnh Khi 2 iu kin trn c bo m cn xut nng cp vi nhng cell cu hnh 2, lp cosite vi nhng trm c cu hnh ti a

Nu loi tr cc nguyn nhn trn, tnh trng kh gi c tt c cc thu bao Viettel cng khu vc vi khch hng, th kt lun tnh trng xy ra trn din rng. Khi cn thng bo vi NVTKTU khu vc v cc n v c lin quan phi hp x l i vi phn nh thoi km/thoi trongCc hnh ng cn thc hin: Gi li cho khch hng kim tra xem tnh trng thoi trong/ thoi km c khc phc cha?

Nu tnh trng trn cha c khc phc, c th do SIM hoc do my ca khch hng. NVKT tnh hng dn khch hng chuyn SIM sang my khc hoc chuyn SIM ang hot ng tt vo my ca khch hng v kim tra xem cn tnh trng trn na khng? Nu tnh trng phn nh khng cn th kt lun do SIM hoc do my ca khch hng b li. Nu li SIM, hng dn khch hng n cc ca hng giao dch ca Viettel lm th tc cp SIM mi

Nu tnh trng phn nh cha c khc phc th cn o driving test khu vc khch hng phn nh, pht hin li v x l

Nu tnh trng phn nh trn b din rng th cn thng bo vi NVTKTU khu vc v cc n v lin quan x l

e) Bc 5: Tr li phn nh

Tr li phn nh ca khch hng vo ct Nguyn nhn.

Nu tnh trng khch hng phn nh c khc phc, tr li: Tnh trng c khc phc hoc tr li bnh thng

Tr li nguyn nhn tm ra bc 4. Khi phn nh, khch hng lun mong mun cc tnh trng phn nh s c khc phc. V th trong cc cu tr li cn phi nu ra c cc hnh ng thc hin hoc s thc hin x l tnh trng .f. Bc 6: Thc hin cc hnh ng x l tnh trng khch hng phn nh.Yu cu: NVKT tnh phi gi li x l phn nh nng cho NVTKTU khu vc qun l tnh trc 17h hng ngy.

Trong mc ny gi thit cc phn nh ca khch hng u l cc phn nh mang tnh xy dng, mong mun cht lng mng tt hn( Loi tr kh nng khch hng phn nh khng trung thc, hay phn nh ln tru i ng CC)

Tr li phn nh khch hng vo ct ny