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1、埃森哲网络转换埃森哲网络转换埃森哲网络转换埃森哲网络转换，运营和外包解决方案运营和外包解决方案运营和外包解决方案运营和外包解决方案 以客户为中心的服务质量管理以客户为中心的服务质量管理以客户为中心的服务质量管理以客户为中心的服务质量管理 (CCSQM) 目录目录目录目录 介绍服务质量管理介绍服务质量管理介绍服务质量管理介绍服务质量管理(SQM) 以客户为中心的服务质量管理以客户为中心的服务质量管理以客户为中心的服务质量管理以客户为中心的服务质量管理(CCSQM) 客户客户客户客户SLA 管理管理管理管理 (CSLAM) 案例研究案例研究案例研究案例研究 SQM ? 基于服务状态触发其他系统进一
2、步的动 作 Customer Metrics & MethodologyOrganization & Processes Customer Organization Technology Organization Marketing Sales Customer Care Network Operations RAN Planning & Deployment Management IT operations Technology Service Concept Structure & content Service Characteristics Qualitycharacteristics
3、 Delivery mechanism Tariffs & contractual terms ServicesResources ServCoVasCoNetCo CSK Modeling CSK Modeling CSK Customzation CSK Customzation CSK Monitoring CSK Monitoring E2E Organi- zational Modeling E2E Organi- zational Modeling E2E Organi- zational Transfor- mation E2E Organi- zational Transfor
4、- mation E2E Service Modeling E2E Service Modeling E2E Service Monitoring E2E Service Monitoring Starting Point Customer Metrics & MethodologyOrganization & Processes Customer Organization Technology Organization Marketing Sales Customer Care Network Operations RAN Planning & Deployment Management I
5、T operations Technology Service Concept Structure & content Service Characteristics Qualitycharacteristics Delivery mechanism Tariffs & contractual terms ServicesResources ServCoVasCoNetCo CSK Modeling CSK Modeling CSK Customzation CSK Customzation CSK Monitoring CSK Monitoring E2E Organi- zational
6、Modeling E2E Organi- zational Modeling E2E Organi- zational Transfor- mation E2E Organi- zational Transfor- mation E2E Service Modeling E2E Service Modeling E2E Service Monitoring E2E Service Monitoring Starting Point A pre-defined business logic provides actions and service quality parameters based
7、 on various input parameters and triggers Service Quality StatusActions Problem Mgmt Field ForceOther Info Mgmt CRM Account Mgr. Notification Reporting CQIStatus Output CCSQM How CCSQM works CSK Monitoring - Principles of CSK Engine (2/2) 24Copyright 2008 Accenture All Rights Reserved. CSK Monitorin
8、g CSK Model Instances Triggers Environmental ParametersStored Data Trouble Ticket ThresholdKPI Alarm Customer Data Resource & Service Inventory Data SLA Management Data TimeDate LocationDay-of-Week EventsIncidents OtherOther Input Customer Metrics & MethodologyOrganization & Processes Customer Organ
9、ization Technology Organization Marketing Sales Customer Care Network Operations RAN Planning & Deployment Management IT operations Technology Service Concept Structure & content Service Characteristics Qualitycharacteristics Delivery mechanism Tariffs & contractual terms ServicesResources ServCoVas
10、CoNetCo CSK Modeling CSK Modeling CSK Customzation CSK Customzation CSK Monitoring CSK Monitoring E2E Organi- zational Modeling E2E Organi- zational Modeling E2E Organi- zational Transfor- mation E2E Organi- zational Transfor- mation E2E Service Modeling E2E Service Modeling E2E Service Monitoring E
11、2E Service Monitoring Starting Point Customer Metrics & MethodologyOrganization & Processes Customer Organization Technology Organization Marketing Sales Customer Care Network Operations RAN Planning & Deployment Management IT operations Technology Service Concept Structure & content Service Charact
12、eristics Qualitycharacteristics Delivery mechanism Tariffs & contractual terms ServicesResources ServCoVasCoNetCo CSK Modeling CSK Modeling CSK Customzation CSK Customzation CSK Monitoring CSK Monitoring E2E Organi- zational Modeling E2E Organi- zational Modeling E2E Organi- zational Transfor- matio
13、n E2E Organi- zational Transfor- mation E2E Service Modeling E2E Service Modeling E2E Service Monitoring E2E Service Monitoring Starting Point CSK引擎的主要功能是执行指定引擎的主要功能是执行指定引擎的主要功能是执行指定引擎的主要功能是执行指定CSK模型的规则以分析质量生成质量状态和动作输出模型的规则以分析质量生成质量状态和动作输出模型的规则以分析质量生成质量状态和动作输出模型的规则以分析质量生成质量状态和动作输出 CSK Business Rules
14、 Editor CSK Model Editor ?Create new CSK Models as part of the service creation and customizing process ?Edit and update the CSK model weightings ?Is triggered by the Input Queue ?Executes Rules against specific CSK Models to analyze quality ?Imports environmental and stored data as required (rules)
15、 ?Generated quality status and Action output ?Create or edit CSK Rules for CSK Model processing ?Test existing and new rules ?Manages (queuing, routing) the output CCSQM How CCSQM works CSK Monitoring - Functionalities of CSK Engine 25Copyright 2008 Accenture All Rights Reserved. CSK Monitoring Exec
16、ution Engine CSK Model Instances CSK Model Repository CSK Rules Repository CSK Model Editor CSK Business Rules Editor Output Queue Input Queue Persis tence weightings ?Import CSK Models in XML format from other sources such as service activation ?Consists of an Application and a GUI ?Store the instances of CSK Models ?Provide persistence for the analysis over time of service quality ?Store
