北京聯(lián)通考核基礎(chǔ)數(shù)據(jù)生產(chǎn)管理規(guī)程

2015年北京聯(lián)通KPI考核

基礎(chǔ)數(shù)據(jù)生產(chǎn)管理規(guī)程

信息化事業(yè)部

2015年7月

目錄

0乘..........................................................................................2

修￥1?2>錄..................................................................................8

前t............................................................................................................................................................................9

一、漁利洵孩算宏成率...................................................................10

(-)KPI非杼定義......................................................................10

(二)涉艮毯」化等北部教據(jù)建標(biāo)艮。忽................................................13

(=)及據(jù)蘢杼來(lái)源.....................................................................14

(?)息破格式...........................................................................14

(i)務(wù)鍵審核點(diǎn).........................................................................15

(六)虎住路忽段接收X?房..............................................................15

(6)生產(chǎn)茂建中去修人皮時(shí)向皮.......................................................16

二、物分儲(chǔ)果相美建標(biāo)....................................................................16

-)、鷺&務(wù)d殳入交成...................................................................16

(-)KPI就標(biāo)定義......................................................................16

(二)影位償急化等北部敢據(jù)就杼AO忽................................................17

(三)數(shù)據(jù)林杼耒菠.....................................................................21

(?)甩血格式..........................................................................21

(i)關(guān)鍵審核點(diǎn)........................................................................21

(六)提供路?A握收Z(yǔ)?員..............................................................22

(6)住戶茂密中貴修A屋的向點(diǎn).......................................................22

二)名俵政入掠合藥獻(xiàn)率.................................................................22

(-)KPI-標(biāo)定義.....................................................................22

(二)涉A宿一—即敢據(jù)林杼a.o行....................................................23

(三)故篇-杼耒JS.....................................................................................................................................23

(固)凝血格式..........................................................................23

(￡)關(guān)健審核點(diǎn)........................................................................23

(六)提供路修A超收入房..............................................................23

(￡)生產(chǎn)茂程中費(fèi)A時(shí)向點(diǎn).......................................................24

=)IDC4攵人信合袤獻(xiàn)率.................................................................24

(-)KPI就標(biāo)定義.....................................................................24

(二)影位管急化部踐據(jù)盛行A.....................................................................................................24

(三)敢據(jù)共籽.耒近.....................................................................25

(?)甩血格式..........................................................................25

(i)關(guān)鍵審核點(diǎn)........................................................................25

(六)提供路?A握收Z(yǔ)?員..............................................................25

(6)住戶茂密中貴修A屋的向點(diǎn).......................................................25

㈤)400類收入袤獻(xiàn)率...................................................................26

(-)KPI-標(biāo)定義.....................................................................26

(二)涉A宿一—即敢據(jù)林杼AO行....................................................26

（三）敢據(jù)韭好.耒近.........................................................................27

（固）凝血格式..............................................................................27

（A）關(guān)健審核點(diǎn)............................................................................27

（六）提供路修A超收入房.................................................................27

（￡）生產(chǎn)茂程中費(fèi)A時(shí)向點(diǎn)..........................................................27

五）切分修梟和關(guān)龍行.的技木O彩.........................................................28

（-）收入藍(lán)行?的關(guān).........................................................................28

（二）允費(fèi)瑟杼杓關(guān).........................................................................34

六）切分儲(chǔ)果的關(guān)建行的住產(chǎn)區(qū)程喪佞AA時(shí)的點(diǎn).......................................35

三、2動(dòng)一務(wù)楞卷收入.........................................................................36

（-）KPI藍(lán)檸定義..........................................................................36

（二）?涉及管急化等北部敢據(jù)韭杼位（2抬...................................................37

（=）敢據(jù)共行.耒近.........................................................................38

（?）晨曲格式..............................................................................38

（五）關(guān)鍵審核點(diǎn)............................................................................39

（六）提供路返收Z(yǔ)?黃.................................................................39

（6）住戶茂程中去GX?及時(shí)向點(diǎn)..........................................................39

固、固網(wǎng)寬常存矍d攵人.........................................................................39

（-）KPI轉(zhuǎn)杼定義..........................................................................39

（二）?涉艮再急化事業(yè)部故據(jù)就杼AO8..................................................................................41

（=）敢據(jù)我籽.耒湯.........................................................................42

（固）晨血格式..............................................................................42

（i）關(guān)縫審核點(diǎn)............................................................................43

（六）提供路熱A揍收Z(yǔ)?黃.................................................................43

（⑸住戶茂彩中喪修/?艮0寸向點(diǎn)..........................................................43

五、卷動(dòng)寬帶用戶灣值.........................................................................43

（-）KPI藍(lán)檸定義..........................................................................43

（二）?涉及管急化等北部敢據(jù)韭杼位（2抬...................................................44

（=）敢據(jù)共行.耒近.........................................................................48

（?）晨曲格式..............................................................................49

（五）關(guān)鍵審核點(diǎn)............................................................................49

（六）提供路返收Z(yǔ)?黃.................................................................49

（6）住戶茂程中去GX?及時(shí)向點(diǎn)..........................................................49

六、那封時(shí)窗帶用戶冷僧.......................................................................50

（-）KPI轉(zhuǎn)杼定義..........................................................................50

（二）?涉艮再急化事業(yè)部故據(jù)就杼AO8..................................................................................50

（=）敢據(jù)我籽.耒湯.........................................................................51

（固）晨血格式...............................................................................51

（i）關(guān)縫審核點(diǎn)............................................................................51

（六）提俗路熱A揍收Z(yǔ)?黃..................................................................51

（⑸住戶茂彩中喪修/?艮0寸向點(diǎn)..........................................................52

6、市修管佛帶奏弊杼.........................................................................52

-）、一動(dòng)寬帝76%A.以2合為港信出球用戶預(yù)算走成率....................................52

（-）KPI施杼定義..........................................................................52

（二）?涉位毯愈加聾北邨散據(jù)就標(biāo)AOe..................................................................................53

（=）及據(jù)％杼?hào)|源.........................................................................54

（?）息娓格式...............................................................................54

（￡）關(guān)纏審■點(diǎn)............................................................................55

（六）堤俟路西段掛收入黃..............................................................55

（￡）生產(chǎn)法程中凌餞A及時(shí)向.也.......................................................55

二）、智慧及家用戶愛(ài)居宅成率.............................................................55

（-）KPI兆標(biāo)定義.....................................................................55

（二）涉俄—色化事Q部散據(jù)韭標(biāo)段。祐...............................................56

（三）散據(jù)建杼耒涵....................................................................57

（㈤）息迎格式..........................................................................58

（方）關(guān)猛年核點(diǎn).......................................................................58

（六）堤但路西及想收入房..............................................................58

⑷生產(chǎn)注理中》修A，時(shí)向點(diǎn).......................................................58

八、八到就杼.........................................................................58

（一）KPI旄標(biāo)定義.....................................................................59

（二）檢及口色4等北部敢想韭杼段口得................................................60

（三）故據(jù)掂杼耒強(qiáng).....................................................................61

（快）晨招格式..........................................................................61

（五）關(guān)健審一-.......................................................................61

（六）堤俟路西段掛收入黃..............................................................61

（￡）生產(chǎn)法程中凌餞A及時(shí)向.也.......................................................61

九、越困管鋪建杼.........................................................................62

（-）KPI兆標(biāo)定義.....................................................................62

（二）涉俄—色化事Q部散據(jù)韭標(biāo)段。祐................................................65

（三）散據(jù)一杼耒涵....................................................................70

（㈤）息迎格式..........................................................................70

（方）關(guān)猛年核點(diǎn).......................................................................72

（六）堤但路西及想收入房.............................................................72

⑷生產(chǎn)注理中》修A，時(shí)向點(diǎn).......................................................73

十、耳?客戶收人孩豫宏成率.............................................................73

（一）KPI旄標(biāo)定義.....................................................................73

（二）低及口包化都及龍林杼及（2忽....................................................74

（三）故據(jù)掂杼耒強(qiáng)....................................................................74

（快）晨招格式..........................................................................74

（五）關(guān)健審一-.......................................................................75

（六）堤俟路西段掛收入黃.............................................................75

（￡）生產(chǎn)法程中凌餞A及時(shí)向.也.......................................................76

十一、核2客戶傳布率....................................................................76

（-）KPI兆標(biāo)定義.....................................................................76

（二）涉俄—色化事Q部散據(jù)韭標(biāo)段。祐................................................77

（三）散據(jù)建杼耒涵....................................................................78

（㈤）息迎格式..........................................................................78

（方）關(guān)猛年核點(diǎn)........................................................................80

（六）堤但路西及想收入房..............................................................80

⑷生產(chǎn)注理中》修A—時(shí)向點(diǎn).......................................................80

十二、服務(wù)要運(yùn)一客戶服務(wù)薄倉(cāng)率.........................................................81

（-）KPI旄標(biāo)定義......................................................................81

（二）低及口色4等北部敢想韭杼&-格................................................81

（三）故據(jù)掂杼耒強(qiáng).....................................................................81

（快）晨招格式..........................................................................82

（五）關(guān)健審核包.......................................................................82

（六）虎供路名段持收X?貿(mào).............................................................82

（6）■盧茂森中責(zé)佞A位時(shí)向苴......................................................82

十三、升二依攝招率.......................................................................82

（-）KPI藍(lán)行?定義.....................................................................82

（二）陸位一―化學(xué)北部教據(jù)就標(biāo)段O修...............................................83

（=）數(shù)據(jù)藍(lán)杼?hào)|窗....................................................................84

（?）息破格式.........................................................................................................................................................84

（衛(wèi)）關(guān)^審核點(diǎn).......................................................................84

（六）虎供路&A接收X-寅.............................................................84

十㈤、一旗即時(shí)承諾履的率................................................................85

（-）KPI藍(lán)檸定義.....................................................................85

（二）?涉及管急化等北部敢據(jù)韭杼位（2抬................................................85

（=）敢據(jù)共行.耒近....................................................................85

（?）晨曲格式..........................................................................86

（五）關(guān)鍵審核點(diǎn).......................................................................86

（六）提供路返收Z(yǔ)?黃.............................................................86

十4、客眼熱俵服務(wù)水平（VIP\J^網(wǎng)\蓍道）..............................................86

（-）KPI林行?定義.....................................................................86

（二）■涉及再包化事業(yè)郡敢踞林杼艮。忽................................................87

（=）及據(jù)然籽.來(lái)湯....................................................................87

（?）?，F(xiàn)格式..........................................................................88

（i）務(wù)鍵審核點(diǎn)........................................................................88

（六）堤供路忽艮修&X?房.............................................................88

十六、帶火向超新決率.....................................................................88

（-）KPI林杉:定義.....................................................................89

（二）?涉及償急化聾女部敢據(jù)藍(lán)杼AO標(biāo)...............................................89

（三）散據(jù)林杼耒殛....................................................................89

（㈤）展娓格式..........................................................................90

（王）關(guān)健審核點(diǎn).......................................................................90

（六）提供路8A握收Z(yǔ)?同.............................................................90

十￡、族協(xié)處理環(huán)吊管底...................................................................90

—）、撥柘派單率...........................................................................90

（-）KPI蒸杼定義.....................................................................90

（二）涉A——化多業(yè)部敵據(jù)優(yōu)標(biāo)AOg...................................................................................................90

（三）及據(jù)我檸耒近.....................................................................91

（?）危血格式..........................................................................91

（i）關(guān)維審核點(diǎn)........................................................................91

（六）提供路8A接收Z(yǔ)?黃..............................................................91

二）、族鈣濕單淮Z介率.......................................................................92

（-）KPI就標(biāo)定義.....................................................................92

（二）■涉及〃急化事口都教蔚林標(biāo)AO忽...............................................92

（=）及據(jù)然行東源....................................................................92

（?）息娓格式..........................................................................93

（i）羌筵審核點(diǎn)........................................................................93

（六）提供路彩段接收X?房.............................................................93

三）、狼裕源單&時(shí)率.......................................................................93

（-）KPI-標(biāo)定義.....................................................................93

（二）修艮償急化寄業(yè)部故據(jù)韭標(biāo)AO熱................................................94

(三)敢據(jù)韭好.耒近.....................................................................94

(固)凝血格式..........................................................................95

(A)關(guān)健審核點(diǎn).......................................................................95

(六)提供路修A超收入房.............................................................95

固)、胺場(chǎng)?)單年做.A時(shí)率..................................................................95

(-)KPI蕊籽?定義.....................................................................95

(二)涉艮毯—化有北部數(shù)據(jù)就標(biāo)艮。忽................................................96

(=)敖據(jù)一標(biāo)耒涵.....................................................................96

(?)晨配格式..........................................................................96

㈤關(guān)鍵審，點(diǎn)........................................................................97

(六)提供路每應(yīng)該收Z(yǔ)-房..............................................................97

十八、管理工單評(píng)價(jià)........................................................................97

(-)KPI我行定義.....................................................................97

十九、區(qū)手收入演寫交咸率................................................................97

(-)KPI-標(biāo)定義.....................................................................98

(二)涉A宿一—即敢據(jù)林杼a.O行....................................................98

(三)故篇-杼耒JS..............................................................................................................................................98

(固)凝血格式..........................................................................99

(A)關(guān)健審核點(diǎn).......................................................................99

(六)提供路修A超收入房.............................................................99

(￡)生產(chǎn)茂程中費(fèi)A時(shí)向點(diǎn).......................................................99

二十、公次艮商務(wù)客戶而皮穌杼...........................................................99

-)、令蜃10M線工單明S(外包公司考核韭杼*)*住態(tài))................................100

(-)KPI就標(biāo)定義....................................................................100

(二)■涉及〃急化事口都教蔚林標(biāo)AO彩...............................................100

(=)及據(jù)然行東源....................................................................104

(?)息娓格式.........................................................................104

(￡)羌筵審，點(diǎn)........................................................................105

(六)提供路彩段接收X?房.............................................................105

(6)1盧茂一中責(zé)修人段的向點(diǎn)......................................................106

二十一、大客戶而應(yīng)建行................................................................106

一)、之客戶白務(wù)導(dǎo)遏然杼................................................................106

(-)KPI我一定義....................................................................106

(二)涉A——化多業(yè)部敵據(jù)優(yōu)標(biāo)AOg.................................................................................................106

(三)及據(jù)我檸耒近....................................................................107

(?)危血格式.........................................................................108

(i)關(guān)維審核點(diǎn).......................................................................109

(六)提供路8A接收Z(yǔ)?黃.............................................................109

(6)1戶流?中貴修A及0寸向點(diǎn)......................................................109

二十二、基礎(chǔ)診源前杼...................................................................109

一)、分2司零貂笈身通率................................................................109

(-)KPI藍(lán)杼定義....................................................................109

(二)■涉政再包化事業(yè)如敕踞技后A。忽...............................................110

(=)政據(jù)一杼耒法....................................................................111

(?)危娓格式.........................................................................112

(i)關(guān)鍵審核點(diǎn)........................................................................114

(六)提供路彩段盤收X-寅.............................................................115

(e)―盧法一―貴位時(shí)向點(diǎn)......................................................ns

的片.........................................................................................115

一）紀(jì)費(fèi)物分匯總掘表..................................................................115

二）國(guó)網(wǎng)收入瓶忐......................................................................117

三）2G卷動(dòng)收入報(bào)表..................................................................121

團(tuán)）3G皚動(dòng)4攵入摳表...................................................................126

玄）收人建標(biāo)線/摳表..................................................................130

六）用戶兄費(fèi)睡夠佞牙摳表.............................................................132

￡）2014年7-12月單發(fā)得修旄標(biāo)。杼但度序時(shí)0杼....................................136

64）iZ>錄

序%這為?期性為A僧為內(nèi)宓備弦

管潴敢據(jù)或考室?涉皮瑟杼

1邪液造

規(guī)程女檔法版偏制

服務(wù)中2臣縣信合服為立

2不凱力考室?涉皮藍(lán)杼規(guī)程文祐耘

版編制

邪淑溝、加

所有?涉皮KPI壅礎(chǔ)老核敢想

於鬣、⑧明

3住戶修理娓春鹵宏科年、偌

丹、了痢、

改

都未匏

渝及“十九卷動(dòng)Q務(wù)出乘

郭淑浩、胡

收人⑥說(shuō)信幅”起，至“二

4滋鬣、毛明

十二境圖客戶以向考楊狗

丹、了弱

關(guān)旄標(biāo)"止內(nèi)容信加、審核

了痢、列裔

王、胡浴

2015年漏杼故據(jù)猊程內(nèi)宏

5蠢、郭淑

更新、調(diào)整

浩、T凱

力、魏確

胡沁唇、€所有得核教據(jù)在戶管理規(guī)

6

明丹、了￡昌程內(nèi)套評(píng)審、包改

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為色一步譚升各二怒單日住管Q修得賅基硼敵據(jù)的史時(shí)俊、海繇傕，稔色化事

業(yè)部根據(jù)北京聯(lián)遏2015年度經(jīng)管Q修存核亮求，絲①.制定3《2015年北京聯(lián)通KPI

得核基砒敢提在戶管理