QUI TRINH PHOL HOP XU LY SU CO DICH VU FITH Lan ban hanb/sita di: 1/0 Telecom Ma sé: 094 —QT Neaiy c6 higu lye: 06/.0772015 1. Muc pbicH - Dam bao chat Iugng dich vu cung cp cho khach hang trong moi tinh huéng. = Giai quyét cée sy od ky thudt ciia khdch hang trong qué trinh sir dung dich va FTTH eta Cong ty CMC Telecom Il. PHAM VI AP DUNG Ap dung cho cée bd phin Kinh doanh FTTH, Dich vy khéch hing, Trung tm ky thuét va cae déi tac 1ién quan. IL. DINH NGHIA VA CAC TU VIET TAT [Nv Nhin vién CSKH Chim s6c khach hang HTKH HB trg khach hing Khach hing aon Co sb dit ligu khach hing trong he théng ici phan mém quan ly CCBS Fi BB Bién bin 1V. CAC TAL LIEU LIEN QUAN ki 055-HD: Hung din phan logi va xir ly 18i Onphone, Onsite @ ‘G x 1. ‘hong sé téng hop. Thong sb | Moti You clu _ Khach hang/cdc b6 phan khac giri__| Th6ng tin KH duge tip nhan chinh yéu clu hd tror xd, day dit Dau vao ‘Thoi gian xir ly cho hich hing ding Daura Khach hang hai long cam két, Chat lugng DV duge dam bio | Chi tidu dann | Khe phue SC Tay theo timg loai Idi (dura vio KPI) gia Ti lé ho tro k¥ thuat dang han. 95% Trang 1/10T phéi hop xir ly sy 6 dich vy FTTH ‘Lan ban hanh/siza d0i: 1/0 2. Luu dé QUY TRINH PHOL HOP XU LY SU’ CO DICH VY FTTH | never HTKT noc cre FASKFORCE) oskn Bc | 2. Tp ain ne | : t ¢ Sind ticket én : + FEE thing (MO ta | + 1. Phone nea cng . A 15 try xi ign HB uy emailed] in nce ‘mang core dh tinauassin || | gun icinch || gunn j ‘uyén, nahn | iu eép quan | sou bin hing, Khiéu || | cudeshéa don, thu | thong, eth a hd KH ee | | [Secu i, | ‘Sa, Kim tra Policy, | | [5t.Kiém wa tinh tang. | | [5.4m tm do kid are re | 5 Kim tra do kiém ifm traphin_|_Se.Kidm ra phan pir atin itor) [cpiin ten eet ‘tuyn ofp, phan tich | tich khiéu ngi cia tich khigu nai cia | shuninnieihéng, || Secbaiakaacte” | | Sees | Ue oa Beooen vorasal | Mewes phe sib | | fesau2an neki nan) | = Sau 15° tk nga | hin dtc phoe | | | ahfndckecpil aot | | | Eohariai || | cet php cen | || uke ph go a Be ae inde Stye | | | thinticket phi gai | | | cho KH dé thye ‘cho KH dé thye J Sau 30 pha ket) | | cho gan Wie Phu | | | ign cho KHihga || | hign cong td xt iy ‘ign cdng tic xt fy | pebbeseereba onl] | deneneioa a thot gian ke phye | | | khigu noi | hia nh eee Te gece Vi €notethingtin | | |-Sau24hnéuchwa | |-Sau 2b nfu chua xir | ini ie pve) siebpbinnim bit |) Soumeuste || |'mrivaume note || | 5 dine att do aegis eetmiaenuese | | ~Sau2hnéuchwa.xt | | | do & thoi gian dir | | a thé gian dy Ken / ~, | jeeps ean aaeae WSduge,notely do | | | lenticker de cde bo | | ticket d ede bo 9.Cépnhitticket) | | Faas notely do. | | | thor gian dy len thoi gian dirién | | | phin phdi hop tran || phan phi hop trén chuydnhodn tinh) | | Geen ge || | tate ticket | smicnntng °°) | ani ie ee * —— | eee Pees || bee |b 7.691 aga cho KH | 6. Chip nh thong tn xi if 1én he théng Trouble Ticket, ghir9 nguyén nh sib hot ten che || (tac aes aera i Z ~ lugng dich ww | | | = Teno dBi vt | Keioh ing v8 sy | 8 via gap & cde Thayer tong At] Nay ob chia dagen jit 4. Ruch hing chm hal ng —> Clu i ho BO plaka Hn quan BS tej bl ah ing JJ | * a | = J 094 -QT Trang 2/10QT phéi hp xit ly sy c6 dich vu FTTH Lan ban hanh/stra d6i: 1/0. 3. Dién giai Nguoi _ Thoi gian S| shuee hign | Hog ihe tye hign | KH, bd | Giri thong tin su c6 t6i 69 phan HTKH qua cae 1 | phan khée | phuong tign call/email, fax. call/email nhan day di thong tin ca khéch hang M6 ticket trén hé théng Trouble ticket MIS: |- Thu thap chi tiét théng tin sy cé do KH cung cap. Ghi nhdn théng tin lién Ige cia KH dé thudn tign ign hé Iai. 2 | HTKH |. Kiém tra tinh trang HD c6 ng cude, tam ngung.... trude khi xi ly su cd. Néu khéch hing bj ngimg tin higu do ng cube, HTKH gidi thich va yéu cdu khéch thanh todn ng ude, Thong b4o cho BO phén quan Iy thanh toén thu cuée ciia khach hang, Xir ly va phan loai sur cb: ‘ No u gidi quyét duge : Chuyén sang bute 4 - Néu khéng gidi quyét duge: chuyén thong tin cho TTKT. Cé xée dinh thai gian véi timg d6i tuong KH. Néu xée dinh duge 18i tai b6 phin ce nao thi chuyén thang dén bé phan dé © L&i lign quan 161 thiét bj dau cudi, access, su c6 hé théng tai nha khdch hang chuyén 161 CPE | © Léi, sur of lién quan téi tin hiéu cép quang chuyén cho OSP ( Taskforce) © L8i su 6 lign quan téi dinh tuyén, nghén ‘bing théng, 1i quéc té chuyén téi NOC © HO tro xir ly lién quan t6i chinh séch sau ban hang, khiéu nai CLDV chuyén cho DVKH | 094—-QT ‘Trang 3/10QT phdi hop xi ly sy 06 dich vu FTTH Lan ban hanh/sira d6i: 1/0 Newoi gian | Tai ligu lién St | shee hign ont fons, thee hign |__ quan © HO tg xir ly lién quan t6i tinh cude, hoa don, thu ngdn chuyén cho bé phan quan ly cube (BC) Trudng hgp trén mang dang c6 sy cé anh hudng dén KH: HTKH chi dng goi KH xin 16i va thong bao thisi gian dy kién xit ly xong. Huéng din KH ty kiém tra va thao téc trén thiét bj tai 055-HD: nha KH theo Huéng din phan loai va xir ly Idi Hucng din 4 | HTKT | Onphone, Onsite. Trong tring hop KH khéng ty phan logi va thao téc duge, CBKT c6 thé dén nha tryc tiép hd ay Onphone, tre khach hang xir ly. Onate Tiép nhan théng tin sy cé qua Ticket tir HTKH, phan BM bién ban tich va xit ly: do kiém chat - Kim tra tinh trang sw 66 tai nha khdch hang, phan tich layne; | 025-BM Khe phye sir 06 - Ky nhan BB hé try ky thudt hoc BB do kiém chat BM bién ban lugng (tay ting tnréng hop) hd try ky 5a | CPE ~ Sau 30° tir khi nhan durge tiket phai goi cho khdch thuat: hang hen thai gian khdc phyc xong sy o6 va note théng | 029-8M ; tin lén trouble ticket dé cdc b6 phan nam bat duge tién 9 xirly ~ Sau 2h tir khi nhain duge ticket néu ticket chua durge xit ly cn phai note ly do va thei gian dy kién xir ly dé cc b§ phn phdi hop tran an khach hang ‘Tiép nhan théng tin su cé qua Ticket tt HTKH, phan tich va xit ly | - Kiém tra & do kiém tuyén cép, phan tich nguyén nhan las oSr va khiie phye sy 08 ~ Sau 2h tir khi nhan durge tiket phai goi cho khéch hing hen thir gian khiée phye xong sy o6 vi note thng tin lén trouble ticket dé cdc b6 phan nim bat durge tién 094—QT Trang 4/10QT phdi hop xit ly syed dich vy FTTH Lan ban hanb/sira déi: 1/0 Sit Nguoi sthyge hign Hoat dong Thoi gian | Tai ligu tién thychién quan dxily ~ Sau 2h tir khi nh§n duge ticket néu ticket chura durge xir ly clin phaii note ly do va thai gian dur kign xir ly a8 | cde b6 phan phéi hgp tran an khach hang. Se ‘Tiép nan théng tin sy c6 qua Ticket tir HTKH, phan tch va xit ly: - Kiém tra Policy, dinh tuyén, t6i wu cau hinh hé thong ~ Xit ly phdi hyp v6i cde b6 phan dé khic phuc sur cd ~ Sau 30° tir khi:nhn durge tiket phai goi cho khach hang hen thdi gian khic phye xong sy cé va note thong, | tin lén trouble ticket 4é cc b6 phén nam bat duge tién 46 xi ly - Sau 2h néu ticket chua duge xir ly can phai note ly do va thoi gian dy kién xir ly dé cdc bO phan phéi hop tran | an khéch hing. | Sd CSKH Tiép nhan thong tin khiéu né qua Ticket tt HTKH, phan tich va gidi quyét yéu cau ctia KH: a, Véi cde khiéu nai 6 mite d6 binh thutmg, -Ki tra, phn tich va hé try nai cia KH ~ Sau 24h tir Khi nhdn dirge tiket phi goi cho khich hang 4é thye hign cng téc hé tro xir ly khiéu nai cla khach hang ~ Sau 24h tir khi nhdin duge ticket néu ticket chura durge xi ly cdin phai note ly do va thbi gian dy kién xir ly 48 ‘cde b6 phan ph6i hgp tran an khéch hang. b. Vi cac khigu nai 6 mite d6 khén 1. Gay gat vé céng tée phuc vu, hode chat long dich vu sau ban hing miic dit dat duege xib I. hoan thainh: chon mite d6 khén dé chuyén b6 phén, Va tie thoi diém CC chuyén ticket, trong ving 3h, CSKH hai lién hé thong bdo tiép nhan khiéu nai hotic 094-QT ‘Trang 5/10QT phéi hop xit ly sy 06 dich vy FTTH Lan ban hanb/siza d6i: 1/0 su Nguoi thye hign Hogt dong Thoi gian thyee hign | Tai ligu lién quan wrinh, két qua wit 0 Bhidu nai cho KH. Nhdp thong tin xie I lén ticket va thoi gian du kién hodn thanh, 2. Gay giit vé ngung, mé dich vu do nhan vien CSKH ngung: trong vang 15 phiit ké tie thai diém CC chuyén ticket, CSKH phéi lién hé thong béo tiép nhdn khiéu nai hode tién trinh, két qua xie bf khiéu nai cho KH. Nhép thing tin xie lf lén ticket vat thoi gian dw kién hoan thanh, Se BC ‘Tiép nhGn théng tin yéu cdu qua Ticket tir HTKH, phan tich va gidi quyét yéu cau ciia KH: - Kiém tra, phan tich va juyét yéu cu cia KH | - Sau 15° tir khi nhgin dug tiket phai goi cho khach | ‘hang dé thyc hign c6ng tic hé tro xir ly khiéu nai cha khéch hang ~ Sau 2h tir khi nhén duge ticket, néu ticket chua dug xit Ly cn phai note ly do va thei gian dy kién xir ly dé ‘cdc bd phan phéi hgp tran an khach hang, NOC,CPE 6 | CSKH,.BC OsP Cap nat thong tin xir ly lén hg théng Trouble Ticket, ghi r6 nguyén nhan sur e6 HTKH Cin cit vio ede ticket ghi nhiin Két qua xtr IY cita ed BG phan: ~ Goi dign cho khéch hang hoi tham vé chat inong dich vu sau khi su 06 durge xtr ly - Trao déi voi khach hang vé sy cé vira gp pl khuyén cdo trong qué trinh sir dung dich vy ~ Héi thim khéch hang vé chat Iugng phyc vy hé trg ca nhan vién CMC 094-QT Trang 6/10 4QT phéi hop xir ly sy c6 dich vy FTTH Ln ban hanh/sita déi: 1/0 Nguoi - Thoi gian | Tai ligu lién Set | shige hién Age aos, | thuee hign | quan ~ Néu khéch hang da hai long vé qua trinh hO try xir ly => Cfip nhat hoan thinh ‘Néu sw cd chua duge xtr ly trigt dé, khéich hang chua hai 8 | HTKT | tong vé qué tinh hd tre => Chuyén lai cde b6 phén lién quan hd tre xi fy la 9 | HTKT | Cap nhat ticket chuyén hoan thanh Trong qué trinh xte ly se ed, néu Nhan vién cdc b6 phan nhén thdy vot kha néing xtr ly cita minh (16% Tin, thai gian khdic phuc c6 thé kéo dai, déi tong KH la rét quan trong...) thi phai béo ngay cho cde cdp Lanh dao ké tiép dé cb chi dao xtc ly kip thei. 4. Quy dinh thai gian xirIy sy 06 dich vy FTTH, 4.1, Khach hang bio sy cé tir 7h30 sing dén 17h chidu ‘L6i thutng,|6i phia di tac, thiét bj diu cudi, nha KH. Syrcé cép,ti cdp, [oi ha th Th tang .. | Ldimang core, access, Dich | pang théng trong nude, th Sh vu | bang thong quéc té 8h FTTH Xie dink nguyén nhan L6i chwra xée dinh duge vachuyén Th Th nguyén nhan ding b6 phan trong th . Xée dinh ; cise, | eae | Bi xe dinh sai b6 phan vachuyén | MHD YA | va chuyé : ‘ th ae chuyén Se xu ly duing bd ding bo ding bo Ftong th | PSS | tong th eae lai trong Ih | 9! 798 094-QT ‘Trang 7/10QT phdi hop xir ly sit 6 dich vy PTTH Lan ban hanh/stra di: 1/0 4.2. Khach hang béo sy 6 tir 17h dén 7h30 sang hom sau Dich | ting L&i thug, l6i phia doi tac, thiét bi dau cudi, 135i | 30 phat ‘mang nha KH Siro cap.td edp,10i ha | 39 phat | ® 1 Th-24h: Quy ddi vé moc xit ly tir 7h30 cia gay hom saw rrti | Léi mang core, access, © Oh-7h30: Quy ddi vé méc xi ly tir 7h30 cita. ‘bing théng trong nude, | 30 phat |__ngay hom 46 bang théng quéc té Léi chua xe dinh dure nguyén nhan 30 phiit ‘Luu §: Thoi gian xie ly ctia TTKT diege tinh tie hie tiép nhan thong tin cia HTKH. Lai thiét bj dau cudi: Thiét bj treo, mt cdu hinh, hu hong phai thay thé, khong vao duge wifi Léi thwong: Tuét cap ngudn, patchcord, cap LAN, léng coupling L4i mang nha KH: Léi may tinh, mang LAN, dung day 4m tudng cia khach hang, cdc thiét bj truy nhdp mang tai nha KH Ai phia d6i 16i sw 6 cép: Cap CATV cia KH bj 14i, 16i mang cap true CATV, cap nhdnh CATV, 18i phan tir tich cue mang CATV, Idi node quang, 18i nguén dign node CATV. Lai cap quang: Dit cap quang lastmile, dirt cap géc, ditt cp nhdnh, cap quang ndi CMC- CATV, CMC- Déi téc,. L&i quéc té: Game quéc té chim, lag, dis, khOng truy nhdp vao céc trang web quéc té, download quéc té khéng dung t6c 46 cam két (***) Li dinh tuyén: La 16i két ndi dén 1 web cu thé nao dé trong nude howe quéc té trong khi cée trang web khac van hoat dong binh thuéng. L6i ha tang: La 16i lign quan dén cde phin tir trén mang CMC bao gdm: Master, node CMTS, Ta cap L&i chwa xc djnh: La nhém 16i cia ede sy ¢6 khOng xée dinh duge nguyén nhan gay ra, ‘Thoi gian xir ly phan loai sy ¢6 t6i da la 24h. Li xae dinh sai bé phan xir ly: La nhém Idi do cae b6 phan xac dinh sai nguyén nhan din 16i chuyén sai b6 phan xir ly. 4.3. Cae truong hyp loai trir 43.1. HTKH ‘Truong hop tiép nhan sy cé tir b6 phan khac nhung khi lién hé thi khong lién hé duge voi KH KH hen lién hé lai sau Su e6 chung anh hudng dén nhigu KH 094 - Qr Trang 8/10QT phéi hop xir ly sy c6 dich vy FTTH Lan ban hantvsira d6i: 1/0 4.3.2 Kj thudt KH hen lién hé sau ( c6 hé so hen KH ky tén xde nhéin khi dén xt Sirc6 khach quan vurgt ngoai pham vi xit ly cia CMC: Dirt cp quéc té nhur A A....5 13i lién quan dén hé théng ciia cdc nha cung c4p dich vu tre tuyén nhu: game, web, video. Khach hang khiéu nai vé téc d6 quéc té ciia dich vu IOC KH dang online nhumg thiét bi dau cudi nha KH hong, khong sir dung duge ( bao gdm ca thiét bi Wifi) Thué bao do CMC lip dat nhung sir dung ha ting cia nha cung cp khac 5. Quy dinh phn loai cae nguyén nbin gay tré trong qua trinh xir ly suc} * Nguyén nan tir phia khéch hang ( Khéch hang chi dong hen thdi gian xir ly, khong lién hé duge voi KH, khéng tim duge dia chi KH, kh yéu edu dé theo doi, chir KH mua thiét bi, stra ha...) © Hét thiét bj, chi TMT va kho cung cdp © Nguyén nhan do thii tiét ( Mua, gid, bao, Iyt gay anh hudng t6i qué trinh xir ly) © Sy c6 dot bién, anh hudng trén dign rng ( ign lye thanh thai, edt edp, nho try, dat eép quang bién, chap chay e6t dign...) © Swed ha tang phia déi tac ( Cho déi tae xit ly) © Vuong mic ha ting (Dang ngim héa, vi tri khdch hing nim trong ving 1di lem, khong kéo cp durge vao tha mh * L8i chua xc djnh durge nguyén nhan ( can thoi gian tim hiéu, theo doi va xir ly ) 6. Quy dinh thoi gian HTKH thye hign outbound sau xirly sy eb 6.1 Thai gian call center thyc hign chim séc KH: HTKH goi Méc thoi gian Ghi chi outbound thye hign Sau xir ly sy 24h 8h-11h30; | BG phn khée chuyén cho Call ngoai thoi gian 06 13h30-20h30 thy hién OB sé quy déi vé méc thoi gian ké tiép 6.2 Cée trwong hop loat trie: © Céc truéng hyp sy cé chung anh huéng dén nhiéu KH © Cac tring hop KH hen lién hé sau 7. W6 so lw STT ] Tén hb so $8) | sity) On| A | eee | so thice leu | leu gite trong 1 | Bién ban do kiém chat hrgng | 025-BM | TTKT | Ban cimg | 1mm | Trung binh 2 | Bign ban hd tro ky thuat Bancimg | 1nim | Trung binh 094—QT Trang 9/10i QT phoi hop xit ly’ sy ¢6 dich vy FTTH Lan ban hanh/siza déi: 1/0 | : F | Hinh | Thoihgn | Mite dp quan SIT | Ten hé so Mahd | Noi teu | rae a ra so thite lieu leu git trong "| Béo cdo théng ké két qua hd Ban cimg | i 035-BM | DVKH | 2nam C20 tro khéch hang smém Xem xét Phé duyét Bién soan Ban QLCL Chuyén mén L- Me Dwong Manh Hing | Pham Hiru Khanh | Nguyén Ngge Tan ig Mai A BANG GHI NHAN THAY DOL [Neay | Phin bin | +a, Mp Mota Nguoi efp nhat [6.01 5| 10 A |- Ban khai di Nauyén Ngoe Tan * A; Thém méi; M: Stta d6i; D: Xa 094 QT ‘Trang 10/10