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題名 | 服務品質協議與客戶品質管理系統之簡介=Introduction of Service Level Agreement and Customer Quality Management System |
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作者姓名(中文) | 曹世強; 呂建志; 鄭伊珊; 陳啟龍; 曾敬忠; | 書刊名 | 電信研究 |
卷期 | 33:5 2003.10[民92.10] |
頁次 | 頁679-698 |
分類號 | 557.7 |
關鍵詞 | 客戶品質管理; 服務品質協議; Customer QoS management; Service level agreement; |
語文 | 中文(Chinese) |
中文摘要 | 電信市場正處於一個自由化競爭的時代,提供多樣化且價格便宜的業務服務,對用戶來說早已是基本的需求。更進一步的說,具有一定品質的服務才是今日吸引客戶的特點。尤其針對較為關鍵性的應用而言,如銀行等,能具有服務品質協議(SLA)[1]保證的業務,才是他們的需求。對於服務提供者來說,為能監督管理客戶的服務品質並提供其所購服務之相關品質資訊,一套完整的管理系統是無可避免。客戶服務品質管理(CQM)系統便這樣孕育而生。藉由收集維運系統的資料,如TOPS、TRIS/eTRIS、PAMS、RINPOCHE等,整合成符合客戶需求的端點到端點品質數據,CQM系統使得業者及客戶能夠方便且有效地掌握該項服務的狀況。 |
英文摘要 | Proving variant network services with lower prices has been a basic requirement from customers in the liberalized and competitive telecom market. Service with stable quality is the major selling point today. Particularly, for some critical applications, such as banking, only service guaranteed with service level agreement (SLA) [1] would satisfy customers. In order to monitor and manage the quality of customer services and provide customers related quality information, a management system is necessary. That is customer QoS management (CQM) system. By transforming the data gathered from operation systems, such as SOPS/TOS, TRIS/eTRIS, PAMS/BANPS and RINPOCHE, into end-to-end quality information, CQM enables both service providers and customers to monitor the service easily and effectively. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。