Hang QB

Luan van tot nghiep
Danh muc cac ky hieu, cac ch viet tat trong luan van
STT T viet tat T ay u 1 ATM Asynchronous Transfer Mode Phng thc truyen khong ong bo 2 BCVTVN Bu chnh Vien thong Viet Nam 3 BCVT Bu chnh Vien thong 4 BD Bao ong di 5 BT Bao ong tren 6 BT, TP Bu ien tnh, thanh pho 7 BTP Bu ien thanh pho 8 BHCA Busy Hour Call Attempts-So lng cuoc goi trong thi gian cao iem 9 CBCNV Can bo cong nhan vien 10 CNXH Chu ngha xa hoi 11 CMTD Chuyen mach truyen dan 12 CSND Concentrate Subscriber Number Digital- Bo tap trung thue bao so 13 CNE Concentrate Number Equipment Bo tap trung so xa 14 DVVT Dch vu vien thong 15 TV ien thoai vien 16 TT ng trung tam 17 TD ien thoai di ong 18 ETC Cong ty Vien thong ien lc 19 GHD Gii han di 20 GHT Gii han tren 21 GDP Tong san pham quoc noi 22 GDV Giao dch vien 23 HTQLCL He thong quan ly chat lng 24 HSSV Hoc sinh sinh vien 25 ITC Trung tam vien thong Quoc te 26 IDSN Intergrated Services Digital Network - Mang so lien ket a dch vu 27 ISP Internet Service Provider - Nha cung cap dch vu internet 28 IAP Internet Access Provider Nha cung cap ket noi internet 29 ITU To chc lien minh Vien thong quoc te 30 KTTPN Kinh te trong iem pha Nam 31 KTR Kenh thue rieng 32 MSU Message Signal Unit n v ban tin bao hieu trong bao hieu so 7 33 NORTEL Hang thiet b vien thong NORTEL 34 NT1 Network Terminal Thiet b giao tiep mang 35 OFC Optical Fiber Cable System- He thong cap si quang 36 PSTN Public Switching Telephone Network Mang ien thoai cong cong 37 PABX Private Automatic Branch Exchange Tong ai c quan 38 PCM Pulse Code Modulation ieu bien xung ma
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Luan van tot nghiep
39 QLCL Quan ly chat lng 40 QLC Quan ly cc 41 RT Remote Terminal Thiet b xa 42 RDLU Remote Digital Line Unit n v ng day so xa 43 RSU Remote Switch Unit Chuyen mach t xa 44 RCU Remote Concentration Unit n v tap trung xa 45 RLU Remote Line Unit Bo tap trung thue bao xa 46 SPT Cong ty co phan dch vu Bu chnh Vien thong Sai gon 47 SDH Synchronous Digital Hierarchy - Phan cap so ong bo 48 SQC Quan ly chat lng bang thong ke 49 SSU Single Subcriber Unit n v thue bao 50 TA Terminal Adapter Thiet b thch ng au cuoi 51 TQC Total Quality Control Kiem soat chat lng toan dien 52 TQM Total Quality Management Quan ly chat lng ong bo 53 TSL Truyen so lieu 54 TMQS Thi gian mi quay so 55 TCA Thi gian ch hoi am 56 TTNM Ton that noi mach 57 TBC Thiet b au cuoi 58 TTDVKH Trung tam dch vu khach hang 59 TTHTKH Trung tam ho tr khach hang 60 TPHCM Thanh pho Ho Ch Minh 61 TCT Tong cong ty 62 T-S-T Chuyen mach thi gian-khong gian-thi gian 63 T-S-S-T Chuyen mach thi gian-khong gian-khong gianthi gian 64 T-S-S-S-T Chuyen mach thi gian-khong gian-khong giankhong gian-thi gian 65 TCP/IP Transmission Control Protocol/Internet Protocol - Cac giao thc 66 UCTT ng cu thong tin 67 VOIP Dch vu ien thoai truyen theo phng thc qua internet 68 VIETEL Cong ty ien t Vien thong Quan oi 69 VISHIPEL Cong ty Truyen thong ien t Hang Hai 70 VTN Cong ty vien thong lien tnh 71 VTI Cong ty vien thong quoc te 72 VNPT Tong Cong ty Bu chnh Vien thong Viet Nam 73 VMS Cong ty thong tin di ong viet Nam 74 WDM Ghep kenh phan chia theo bc song 75 WAP Wireless Access Protocol Giao thc ket noi khong day
Danh muc cac bang

STT Bang 1 1.1 2 1.2 Ten bang Gia ph chat lng Thi gian ch lap at thiet b au cuoi
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Luan van tot nghiep
3 1.3 Thi gian ch sa cha 4 1.4a Thi gian ch mi quay so 5 1.4b Thi gian ch hoi am 6 2.1 Dung lng khai thac 7 2.2 Tong ket dung lng ien thoai 8 2.3 Doanh thu cc 9 2.4 So may ien thoai lap at qua cac nam 10 2.5 ac iem cua cac he thong chuyen mach 11 2.6 San lng ien thoai hai chieu TPHCM- Ha Noi 12 2.7 So lan s co cho phep cua kenh thoai 13 2.8 TK thi gian ch lap at thiet b au cuoi 14 2.9 TK thi gian ch sa cha 15 2.10a TK Thi gian ch mi quay so 16 2.10b TK Thi gian ch hoi am 17 2.10c Ty le so lan chiem mach thanh cong 18 2.10d Ty le so lan thong mach 19 2.11 Tnh hnh s dung dch vu cong them 20 2.12 So bu cuc 21 2.13 Ban knh phuc vu bnh quan mot bu cuc 22 2.14 So dan tren mot bu cuc phuc vu 23 2.15 Mat o ng day thue bao 24 2.16 Ch tieu phuc vu may thue bao 25 2.17 Bang gia cc thue bao 26 2.18 Tnh hnh khieu nai va giai quyet khieu nai 27 2.19 Nguyen nhan khieu nai 28 2.20 Khieu nai cua khach hang ve chat lng dch vu 29 3.1 Phan bo lu lng cua cac ITC 30 3.2 He so khong ong eu cua tai 31 3.3 He so tap trung tai theo gi 31 3.4 Thong ke ty le ton that noi mach 32 3.5 Ty le khach hang s dung dch vu VOIP tai ong Nai va TPHCM 33 3.6 Ty le nhom khach hang s dung dch vu theo gi DANH SACH CAC S O STT S o Ten s o 1 1.1 Cac cong cu e sa cha, ieu chnh 2 1.2 Tam giac chat lng 3 1.3 Mo hnh quan tr chat lng cua ALREVHT 4 1.4 Quan tr chat lng dch vu-thi iem chan ly 5 1.5 Chi ph cho chat lng 6 2.1 C cau to chc cua Bu ien Thanh pho Ho Ch Minh 7 2.2 C cau to chc cua Cong ty ien thoai ong 8 2.3 C cau trung tam dch vu khach hang 9 2.4 Quy trnh giai quyet khieu nai DANH SACH CAC BIEU O 1 2.1 Dung lng khai thac qua cac nam 2 2.2 Ty le dung lng khai thac 3 2.3 Doanh thu at c t nam 1996-2002 4 2.4 Tnh hnh lap at ien thoai qua cac nam
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Luan van tot nghiep
5 6
3.1 3.2
Bieu o kiem tra chat lng noi mach Thong ke nguyen nhan khieu nai
M AU
1. S can thiet cua e tai: S chuyen oi nen kinh te t tap trung bao cap sang c che th trng a tac ong en moi mat i song kinh te xa hoi, en hoat ong san xuat kinh doanh cua cac Nganh, cac doanh nghiep. Trong o Nganh Bu ien cung ang thay oi ve mat cong nghe, phap ly va ca hoat ong kinh doanh e phu hp vi xu hng toan cau va hoi nhap, co nhieu c hoi nhng cung lam thach thc. Mot trong nhng van e quan trong quyet nh s thang bai trong cuoc canh tranh tren th trng cua cac nganh kinh te quoc dan noi chung va nganh Vien thong noi rieng la mc o thch hp cua chat lng, s hp ly cua gia ca cua hoat ong cung cap san pham, dch vu. Viec phai luon nang cao chat lng hoat ong san xuat kinh doanh cung phu hp vi nhiem vu a at ra cua Nganh Bu ien la: Va kinh doanh va phuc vu. Thong tin Bu ien, ma trong o ty trong ln la thong tin Vien thong (tnh theo gia tr), ngoai vai tro la nganh cung cap dch vu khong the thieu c trong i song kinh te, xa hoi, chnh tr cua moi nc con la nganh ket cau ha tang mang tnh cong ch, tnh xa hoi cao. Chnh v vay, viec nghien cu nang lc, kha nang cung cap dch vu, ac biet la chat lng cua dch vu ien thoai co nh la viec lam rat quan trong va can thiet vi cac c quan quan ly noi chung va Cong ty ien thoai ong noi rieng. Xuat phat t nhng yeu cau thc te tren, toi quyet nh chon e tai Cac giai phap nang cao chat lng cung cap dch vu ien thoai co nh cua Cong ty ien thoai ong vi mong muon la Tong Cong ty Bu chnh Vien thong noi chung, Bu ien Thanh pho Ho Ch Minh noi rieng luon la mot trong nhng on bay chu lc, thuc ay nen kinh te nc nha phat trien vng manh, nhanh chong hoan thanh s nghiep cong nghiep hoa, hien ai hoa. 2. Muc tieu giai quyet cua luan van:
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Luan van tot nghiep
Tren c s nghien cu tong quan ve mang Vien thong Thanh pho Ho Ch Minh, ve hien trang cung cap dch vu ien thoai co nh, e tai phan tch nhng u, nhc iem cua hoat ong cung cap dch vu ien thoai co nh cua Cong ty ien thoai ong Thanh pho Ho Ch Minh. T o e xuat mot so giai phap va kien ngh nham nang cao chat lng hoat ong phuc vu khach hang s dung dch vu ien thoai co nh. 3. Noi dung e tai: e thc hien muc tieu noi tren, e tai bao gom ba chng sau ay: Chng 1: C s ly luan. V tr, vai tro, xu hng phat trien va ac iem cua Vien thong. Khai niem ve chat lng. Quan ly chat lng dch vu. He thong ch tieu chat lng dch vu. Chng 2: Khao sat thc te. Gii thieu Bu ien Thanh pho Ho Ch Minh. Gii thieu Cong ty ien thoai ong Thanh pho. Chat lng hoat ong cung cap dch vu ien thoai co nh. Hien trang th trng cung cap dch vu. Phan tch chat lng hoat ong cung cap dch vu. Tong hp anh gia chat lng hoat ong.
Chng 3: Cac giai phap va kien ngh e nang cao chat lng hoat ong cung cap dch vu ien thoai co nh. Xac nh s mang cua Cong ty ien thoai ong, muc tieu cua Nganh va cua Cong ty. e xuat cac giai phap. Kien ngh vi Nha nc, Bo Bu chnh Vien thong va Cong ty ien thoai ong.
4. Phng phap nghien cu: C s ly luan khoa hoc c van dung trong luan van nay la he thong ly luan cua hoc thuyet Mac-Lenin, cac hoc thuyet ve khoa hoc ve khoa hoc va quan iem cua ang, chnh sach cua Nha nc ve Nganh vien thong.
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Luan van tot nghiep
Phng phap nghien cu c s dung e thc hien e tai nay la: Phng phap duy vat bien chng, duy vat lch s, phan tch tong hp, thong ke, so sanh, d bao T ay rut ra nhng kinh nghiem e a ra cac giai phap e hoat ong cung cap dch vu ien thoai c tot hn. 5. Pham vi nghien cu: Hien nay, Cong ty ien thoai ong ang kinh doanh rat nhieu dch vu vien thong, nhng do thi gian, ieu kien nghien cu va nang lc co han nen trong e tai ngi viet ch i sau nghien cu ve mot loai dch vu co doanh thu chien ty trong ln trong Nganh Vien thong la: ien thoai co nh. T ket qua i sau nghien cu dch vu nay ngi viet a ra cac giai phap nang cao chat lng hoat ong cung cap dch vu ien thoai co nh.
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Luan van tot nghiep Chng 1: C s ly luan
Chng 1: C S LY LUAN
1.1
1.1.1
V TR, VAI TRO VA AC IEM CUA VIEN THONG:

V TR:
Nganh Vien Thong la nganh kinh te ky thuat quan trong cua nen kinh te quoc dan, la cong cu cua ang, Nha nc, phuc vu an ninh quoc phong, gop phan nang cao dan tr van minh xa hoi. Trc ay, nganh Vien Thong nc ta con lac hau, ty trong trong tong san pham quoc noi (GDP) ch chiem 0,52% vao nam 1991. Ngay nay, nganh Vien thong Viet Nam chiem c v tr ngay cang cao hn trong nen kinh te quoc dan: ty trong cua nganh Vien thong trong GDP cac nam gan ay nh sau:1995-1,75%; 1996-2,1%; 1997-2,2%; 1998-2,4% (nguon nien giam thong ke 1995-1999). Trong nam 2002 mang Vien thong Viet Nam a phat trien mi tren 1 trieu (1.200.000) may ien thoai, a tong so may ien thoai tren mang toan quoc len hn 5.567.000 may, at mat o 6,92 may/100 dan. Tong doanh thu phat sinh at 21.000 ty ong, vt 6,6% so vi ke hoach, tang 12,89 % so vi nam 2001. Doanh thu Vien thong chiem khoang 96% trong tong doanh thu BCVT (20.160 ty ong), nop ngan sach nha nc hn 3.300 ty ong, vt 15% ke hoach ang ky vi nha nc. Thong tin di ong Vinaphone a khai thac chuyen vung quoc te vi hn 30 nc; Mobiphone khai thac chuyen vung tren 40 nc. Tnh bnh quan cho ca thi ky (1993-2000), mc ong gop cua nganh BCVT( ma chu yeu la Vien thong) vao hieu qua kinh te xa hoi nh sau: Ve ong gop cho ngan sach nha nc: giai oan 19932000, tnh trung bnh c 1 ong von cua TCT bo ra th tang thu c cho ngan sach nha nc la 0,16 ong hay c 1000 ong von au t bo ra th ngan sach nha nc thu them c 160 ong. ay la mot ty le kha cao so vi cac nganh khac: trong so 17 TCT 91, mc nop ngan sach cua TCT BCVTVN ng th 2 sau TCT Dau kh.
Ve ong gop cho s tang trng cua nen kinh te: trong thi ky 1993-2000, trung bnh c 1 ong gia tr tong san pham quoc noi cua ca nc tang them th au t cua TCT ong gop la 0,026 ong hay noi cach khac c 1000 ong GDP tang trng cua ca nc th trong o co 2,6 ong cua TCT. Xep theo th t, mc ong gop
cho s tang trng cua nen kinh te trong 17 TCT 91. TCT BCVTVN ng th 3 sau TCT Dau kh va ien lc. 1.1.2 1.1.2.1 VAI TRO: Bu ien la nganh thuoc ket cau ha tang:
Ngh quyet ai hoi VI va VII cua ang a xac nh v tr vai tro cua nganh Bu ien la nganh thuoc ket cau ha tang nen can phat trien i trc mot bc e am bao lam ieu kien c ban cho cac hoat ong kinh te khac phat trien. Bu ien la nganh thuoc ket cau ha tang cua nen kinh te quoc dan v no tao ra nhng ieu kien can thiet chung nhat cho tat ca cac lnh vc san xuat cua xa hoi. Vai tro cua nganh nh mot chat xuc tac lam tang nang suat lao ong xa hoi, tang thu nhap quoc dan, thuc ay nen kinh te quoc dan phat trien. Mat khac Bu ien phat trien se tao ieu kien thu hut cac oi tac nc ngoai vao au t lien doanh lien ket san xuat nc ta. 1.1.2.2 Bu ien la nguon lc cua s phat trien: Vi viec chon ung hng au t, phat trien ky thuat, manh dan vay von e au t, nganh Bu ien a tham gia vao moi qua trnh san xuat, lam tang hieu qua von au t, tr thanh nguon lc cua s phat trien. Trong hieu qua cua cac nganh san xuat a co mot phan khong nho gia tr vat chat cua nganh Bu ien chuyen hoa vao. 1.1.2.3 Bu ien la cong cu quan ly, lanh ao cua ang, Nha nc: Bu ien la cong cu phuc vu ac lc cho s lanh ao cua ang, Nha nc, cac cap chnh quyen trong moi lnh vc kinh te, chnh tr, an ninh quoc phong, van hoa, ngoai giao, giao ducT thi chien tranh vi chc nang thong tin lien lac, nganh Bu ien a gop phan khong nho vao viec giai phong at nc. Ngay nay trong thi ky ca nc oi mi tien len CNXH, thong tin lien lac ong vai tro het sc quan trong, gop phan nang cao nang lc va hieu qua quan ly, ieu hanh lanh ao cua ang, Nha nc. 1.1.2.4 Bu ien la ieu kien e hp tac quoc te: Trong ieu kien kinh te th trng vi tien trnh phat trien va canh tranh cua no, Bu ien c xem nh la yeu to quan trong e phat trien san xuat, tang kha nang canh tranh cua san xuat va s phon vinh vua at nc. Theo y kien cua Hoi ong Lien Ket Quoc Te BCVT toan cau Trong lien minh vien thong quoc te, chng trnh phat
trien kinh te cua mot nc khong the coi la can oi hieu qua khi nc o khong xem trong vai tro cua Bu ien. Chnh v le o nganh BCVTVN c Nha nc tao ieu kien cho phat huy the manh m rong hp tac quoc te, ket hp huy ong sc manh tong hp trong nc lam mang li Bu ien ngay cang m rong, tao ieu kien a nen kinh te hoi nhap tiep can vi nen kinh te at nc, thu hut von au t, chuyen gia cong nghe hp tac kinh doanhBu ien phat trien tao ieu kien cho nen kinh te at nc ngay mot phat trien. 1.1.2.5 Nganh Bu ien phuc vu nhu cau giao lu tnh cam cua moi tang lp nhan dan: Xa hoi ngay cang phat trien, nhu cau ve van hoa trao oi tnh cam cua moi ngi ngay cang tang, Bu ien tr thanh mot bo phan khong the tach ri trong i song sinh hoat cua con ngi. Vi mang li rong khap, pho cap en moi ngi dan giup ho de dang thong tin cho nhau giam viec i lai, lam tiet liem c thi gian chi ph gop phan lam giam mat o giao thong. 1.1.3 AC IEM CUA DCH VU VIEN THONG: 1.1.3.1 San pham bu ien la hieu qua co ch cua qua trnh truyen a tin tc: San pham Bu ien khong phai la san pham vat chat che tao mi ma la hieu qua co ch cua qua trnh truyen a tin tc t ngi gi en ngi nhan. San pham Bu ien the hien di dang dch vu. ac iem nay lam cho chat lng cua dch vu Vien thong phu thuoc vao s cam nhan cua khach hang. Chung ta biet rang, moi khach hang luon co nhu cau, s thch khac nhau, do o viec nghien cu e hieu biet ac iem cua khach hang ong mot vai tro cc k quan trong oi vi nhng ngi kinh doanh dch vu Bu ien. Do san pham Bu ien khong phai la vat chat cu the ton tai ngoai qua trnh san xuat nen san pham Bu ien khong the a vao cat gi trong kho, khong lu tr, khong chap nhan th pham hay phe pham v khong the loai tr c san pham xau neu nh co mot loi nao o trong qua trnh san xuat. 1.1.3.2 Qua trnh san xuat vien thong mang tnh day truyen: e tao mot san pham Vien thong hoan chnh, co nhieu ca nhan n v cung tham gia vao qua trnh truyen a tin tc. Vi ac iem nay can phai co quy nh thong nhat ve the le, thu tuc, quy trnh khai thac dch vu, quy
trnh bao dng cac thiet b thong tin, cac thiet b a vao s dung phai theo ung tieu chuan ky thuat cua Bo Bu ien ban hanh, chnh sach phat trien mang phai ong bo, phu hp va cung phai thong nhat trong cong tac ao tao nguon nhan lc 1.1.3.3 Khong tach ri gia san xuat va tieu thu san pham: Vi dch vu Vien thong, khi khach hang co nhu cau th mi co san xuat, va khi thong tin gi en ngi nhan cung la luc ngi nhan tieu thu san pham. Hay noi cach khac trong san xuat dch vu Vien thong qua trnh san xuat va tieu thu san pham dien ra ong thi. Vi ac iem nay neu dch vu c tao ra vi chat lng xau se gay tac hai rat ln vi ngi tieu dung. 1.1.3.4 S hien dien cua khach hang trong qua trnh san xuat: Trong san xuat Vien thong khach hang phai co mat tai phong giao dch, hoac cung vi thiet b thue bao e bat au quy trnh san xuat khi khach hang co nhu cau. e quy trnh dien ra ung, am bao chat lng th cong viec phai c thc hien ung ngay t au. ieu nay oi hoi khach hang phai nam ro mot so quy nh, the le, neu khong viec san xuat se dien ra khong troi chay. Ngoai ra, co s hien dien cua khach hang trong qua trnh san xuat lam cho cong viec kho kiem soat hn v khach hang thng em lai nhng yeu to bat ng. 1.1.3.5 Tai trong khong ong eu theo thi gian va khong gian: Tai trong la lng nhu cau thong tin ma khach hang muon n v Bu ien phai phuc vu trong khoang thi gian nhat nh nao o. Nhu cau ve truyen a tin tc rat a dang, xuat hien bat ky tai nhng a iem va thi gian khac nhau, ieu nay dan en tai trong trong nganh Bu ien cung dao ong khong ong eu theo thi gian va khong gian. Van e nay oi hoi nganh Bu ien phai co mot lng d tr ang ke ve phng tien, thiet b thong tin va lao ong mi am bao lu thoat het moi nhu cau truyen a thong tin hay am bao chat lng tin tc (ve van toc). 1.1.3.6 San pham khong ong nhat, khong ong chung, khong ong loat: Do yeu cau ve loai hnh thong tin cua khach hang khac nhau, noi dung va tnh chat thong tin khac nhau, co the cung mot loai hnh dch vu, cung khong the san xuat
hang loat san pham ong nhat nh nhau, chnh v vay viec am bao chat lng cung phc tap, oi hoi phai ay u, chat che.
1.2 KHAI NIEM VE CHAT LNG:

Trong viec cung cap cac san pham hoac dch vu co ba yeu to quyet nh kha nang tieu thu. o la gia ca, chat lng va phan phoi. Khach hang yeu cau san pham va dch vu phai c phan phoi hoac cung cap vao thi iem cho trc va vi gia ca phan anh gia tr thc cua no. ay la nhng ieu khach hang can. Mot to chc kinh te se ch ton tai neu no tao ra san pham va gi c khach hang va ieu nay ch at c neu to chc o chao ban nhng san pham hoac dch vu ma no (nhng san pham nay) ap ng hay thoa man nhu cau mong i cua khach hang. Trong khi gia ca la mot s ket hp t chi ph, li nhuan va cac quy luat th trng, phan phoi vi mot s ket hp (hieu nang va hieu qua) th chat lng c quyet nh ti mc ma mot san pham hoac dch vu phuc vu mot cach thanh cong, cac muc ch cua ngi s dung trong thi gian s dung (khong ch luc ban). Gia ca va s phan phoi la nhng kha canh nhat thi trong khi o trai lai anh hng cua chat lng th keo dai sau khi gia ca phan phoi giam xuong so vi luc au, s hap dan cua san pham khong con manh na luc nay ngi tieu thu rat kho chu neu san pham co chat lng kem. Danh t Chat lng co nhieu ngha, co the la mot mc o tuyet hao, s phu hp cac yeu cau, toan bo cac ac tnh cua mot o vat hoan chnh ma no co kha nang noi tai e thoa man nhng nhu cau c pho bay ra, hoac am ch s phu hp de dang s dung, khong co khuyet tat, hoan chnh hoac khong gay oc hai (mot cum t ang pho bien) va lam vui long khach hang. Trong cuoc song, mot so nhu cau co the kho ma dien giai ro rang c, no khong co ngha la v khong phu hp, san pham hoac dch vu khong s dung c. Tc la, mot san pham ap ng c cac oi hoi cua to chc co the hoan toan vo dung. Bi v no hoan toan tuy thuoc vao viec no ap ng nhng nhu cau cua ai. Neu mot Cong ty at ra nhng tieu chuan va nhng tieu chuan nay khong ap ng c nhng nhu cau cua khach hang th li tuyen bo rang ho san xuat ra san pham at chat lng la gia doi. Mat khac, neu cac tieu chuan vt qua nhu cau cua khach hang luc o gia ca co the qua cao so vi gia ma khach hang co kha nang chi tra.
Mot san pham neu ham cha nhng yeu to thoa man c nhu cau cua khach hang th o la san pham chat lng. Do vay, ngi quyet nh cuoi cung oi vi chat lng la khach hang. Khach hang la ngi quyet nh duy nhat xem chat lng cua cac san pham va dch vu ma ban cung cap co c thoa man hay khong va ban se nhan biet ieu nay t nhng y kien phan hoi, t s mat doanh so ban ra, s giam sut th phan va cuoi cung la doanh nghiep b xoa so. Chnh v nhng ac iem cua san pham BCVT nh a neu tren ma van e chat lng phai c at len hang au -To chc quan ly san xuat phai at c yeu cau san xuat la khong co th pham. Muc tieu phan au cua toan Nganh nham at c chat lng cao la: Nhanh chong-Chnh xac-An toanTien li. Nh vay co nhieu quan iem khac nhau ve chat lng.
KHAI NIEM VE CHAT LNG

Chat lng la s tng ng: Nh la mot ngi ep, chat lng la cai co c trong con mat cua ngi chiem ngng. S tng ng tuy thuoc vao lnh vc ma t o chat lng c nhn nhan. Trong kinh doanh co hai lnh vc nhn nhan: Nhn nhan noi tai cua nha san xuat hay to chc: S phu hp vi nhng ac tnh ky thuat, chi ph san xuat ra san pham la thap nhat. Nhn nhan t ben ngoai cua khach hang: Luon luon thoa man hoac vt troi nhng oi hoi cua khach hang. Nhng nhn chung, nha san xuat nen ng tren quan iem cua khach hang e nhn nhan ve chat lng hay chat lng c xac nh bi khach hang. 1.2.1 KHACH HANG LA AI? T khach hang mo ta ngi nhan san pham t mot ngi nao o. o la mot ngi ma ban cung cap san pham/dch vu; ke ca thong tin, va ho co the la ngi nam trong to chc hay ngoai to chc. Khach hang ben ngoai la ngi mua hoac ngi s dung cuoi cung san pham/dch vu cua to chc.
Khach hang ben trong la bat ky ngi nao nhan hoac phu thuoc vao san pham/dch vu t mot ngi khac trong to chc. Bat ky mot ai cung co khach hang. Neu mot ngi khong phai phuc vu khach hang ben ngoai, th cung phai phuc vu mot ngi nao khac trong to chc. 1.2.2 KHACH HANG ANH GIA CHAT LNG NH THE NAO? Khach hang nhan thc chat lng theo cach cua ho. Ho yeu cau chat lng la s can bang chap nhan c gia cac yeu to ve: Gia ca. Hnh dang. Thch hp cho s dung. Phan phoi ung luc.
Chat lng c nh ngha bi khach hang nh sau: Chat lng la s phu hp vi nhng ky vong cua khach hang. Chat lng la nhan thc cua khach hang ve s tuyet hao. Chat lng la s thoa man nhng oi hoi cua khach hang trong hien tai va trong tng lai. Chat lng la s phan phoi ung gia tr ma khach hang a tra tien cho no. Chat lng la s thoa man hoac vt troi nhng ky vong cua khach hang. 1.2 .3 VAY KY VONG LA CAI G? Ky vong la nhng tieu chuan ma khach hang nh ra oi vi s anh gia cua ho ve chat lng dch vu cua chung ta. Cac tieu thc ky vong ma khach hang co the co oi vi san pham/dch vu cua chung ta co lien quan en cac kha canh sau: - S tiep can cua khach hang vi san pham/dch vu. - S ung luc, kp thi ap ng nhu cau cua khach hang. - Nang lc cua nha cung cap. - S nha nhan cua nhan vien phuc vu. - Trach nhiem cua nha cung cap ve san pham/dch vu ma ho cung cap.
- Tnh hu hnh cua san pham/dch vu Ky vong cua moi khach hang co the thay oi theo thi gian, no tuy thuoc vao s thay oi moi trng cua ho. Nhu cau cua khach hang la luon luon van ong. Nh vay, To chc can phai luon co s tiep xuc vi khach hang cua ho: Chat lng tuy thuoc vao ky vong. Chat lng la mot muc tieu di ong. Ky vong c tao ra va oi mi bi mot so yeu to nh sau: - Nhu cau cua con ngi. - Nhng tin tc c bao cao. - Quang cao. - Nhng quan he trc tiep. - Xuc tien ban hang. - Kinh nghiem trong qua kh. - Canh tranh. - T ng ca mieng. 1.2.4 NANG CAO LI THE CUA CANH TRANH: ieu g se xay ra khi Cong ty phuc vu cao hn mc ky vong cua khach hang: Cau tra li la: Mc ky vong se tang len. Khach hang cua Cong ty se ay mc ky vong ve san pham cua Cong ty va cua ngi canh tranh vi Cong ty ban cao hn. Cong ty cua ban se phai thay oi nhng tieu chuan e canh tranh tren th trng. Neu ben canh tranh khong the nang tieu chuan cua ho len, Cong ty cua ban se chac chan co c li the canh tranh manh.
1.3 QUAN LY CHAT LNG DCH VU:

1.3.1 VU: KHAI NIEM VE QUAN LY CHAT LNG DCH
La 1 he thong cac bien phap va quy nh nh quy nh hanh chnh, kinh te, ky thuat da tren nhng thanh tu cua khoa hoc ky thuat, nham s dung toi u cac tiem nang ve nguyen vat lieu, sc lao ong, cong nghe e m rong cac danh muc c cau mat hang, am bao mc chat lng va nang cao dan mc chat lng cua san pham khi thiet ke, san xuat va s dung e nham en muc ch cuoi cung la: tao ra li ch toi a va chi ph toi thieu cho xa hoi. T nhng dien ta tren, chung ta thay: Quan tr chat lng dch vu c thc hien trong suot
chu ky song cua san pham T khau thiet ke cho en khau san xuat, ac biet xa hn na la trong tieu dung. Trach nhiem cua ngi san xuat khong phai dng lai khau ban san pham, ma chnh ngi san xuat phai quan tam en chat lng tieu dung, co the noi rang: Thi ky ma ngi san xuat ban hang xong bo tien vao tui a qua roi. Quan ly chat lng la mot loat cac bien phap va quy nh rat cu the, chi tiet, cac bien phap nay do chnh cac chu doanh nghiep e ra, cho phu hp vi hoan canh cua mnh. o la hai noi dung rat ln cua quan ly chat lng. 1.3.2 NHNG KHUYNH HNG TRONG QUAN LY CHAT LNG: e quan ly chat lng, ngi ta co nhng khuynh hng sau sau: 1.3.2.1 Kiem tra chat lng: Theo truyen thong, ngi ta tin rang: chat lng la khong the c am bao. Do vay ty le sai sot la nhat thiet phai chap nhan. ay la phng phap au tien, phng phap nay nhan manh vai viec phat trien va sa cha sai sot. Noi dung cua phng phap nay bao gom: Thanh tra nghiem ngat. Kiem tra thng xuyen nh ky. Hng dan sa cha sai sot. 1.3.2.2 am bao chat lng: Phng phap nay nhan manh en viec ngan nga sai sot. Theo PHIL CROBY noi dung cua phng phap nay la: Do it right first time or Zero Defect ( Lam ung ngay t au hoac khong co sai sot)
1.3.2.3 Kiem tra chat lng ong bo:( TQC:Total quality
control) Noi dung cua phng phap nay bao gom: Ket hp moi hoat ong cua doanh nghiep e at c chat lng. M rong noi dung chat lng t viec san xuat ra toan doanh nghiep. S am bao ve chat lng. Chat lng trong y ngha can nguyen cua no.
Phng phap nay cho rang hieu qua co t chat lng cua moi thanh vien trong doanh nghiep.
1.3.2.4 Quan ly chat lng ong bo: (TQM: Total quality
management)
TQM la viec quan ly kinh doanh theo nh hng khach hang. Trong o moi ngi eu tham gia cai thien qua trnh lam viec cua ho mot cach lien tuc va do vay ma cung cap chat lng thch hp va gia tr ngay cang cao hn cho khach hang cua ho.
Total: ong bo. Triet ly nay co lien quan en moi phng dien cua kinh, doanh bao gom ca quan tr va ca viec loi cuon moi ngi trong cong ty. Quality: Chat lng. S chu trong en viec buoc phai san xuat san pham/dch vu co chat lng vi mot s tap trung ac biet vao khach hang. Management: Quan tr. Nhan manh rang: cung cach quan tr nh la mot cha khoa dan ti thanh cong. Cung cach o la the hien hanh ong va s lanh ao hn la phan ng va oc tai. 1.3.3 CAC CONG CU QUAN LY CHAT LNG: Bieu o kiem tra: 1.3.3.1
Bieu o nay c s dung e kiem tra ty le khiem khuyet trong chat lng cua mot qua trnh. Bieu o nay c lap tren c s, ty le khiem khuyet c tm thay trong mau. So lieu c thong ke da theo cac ac trng: Co ung Tot 1.3.3.2
Khong Sai Xau
Bieu o xng ca: (Bieu o nhan qua-Cause and effect diagram)
Bieu o nay thng c dung e the hien moi quan he gia cac ac tnh cua chat lng (ket qua) vi cac nhan to tac ong en chung (nguyen nhan). oi tng e anh gia: Nguon nhan lc. May moc (thiet b). Tien trnh. Cac phep o lng. Nguyen vat lieu.
Moi trng.
Tac dung: Bieu o xng ca c s dung e:
Giup ca nhan cung nh nhom nay sinh ra y kien. Phu giup nh la mot dung cu ghi chep nhng y kien c nay sinh. Nh mot thiet b do tm, kham pha ra moi quan he gia cac nguyen nhan. Kham pha ra can nguyen cua van e. Keu goi s chu y vao nhng moi quan he quan trong.
S dung bieu o xng ca co hieu qua nhat
khi:
Can xac nh van e. Nhan biet nhng nguyen nhan. Phat trien cac muc tieu cua giai phap.
Tao thanh cap vi phan tch Pareto va ky thuat ong nao (Brainstorming) nh mot qua trnh tac ong qua lai. Li ch cua bieu o xng ca: Xay dng bieu o xng ca giup hieu ro cac van e. No tr thanh dien an cho s truyen at, trao oi thong tin. No kham pha ra nhng yeu to anh hng en chat lng. No ch ra nhng d lieu can phai thu thap. No yeu cau va ch ra nhng ky nang va kha nang cong nghe can co.

No rat uyen chuyen.
Nhng iem can ban cua bieu o: s o nhan qua la mot bc tranh ch ra moi quan he gia nguyen nhan va ket qua thong thng. Mot ket qua, rat nhieu nguyen nhan. S dung e: Phan tch cai g ang xay ra. Cai tien tren c s nhng van e ang ton tai.
nh ra tieu chuan cho tng lai.
Nam giai oan chnh cua viec phan tch nhan qua: Giai oan 1: ong nao suy ngh ve nhng nguyen nhan. Giai oan 2: Tap hp cac nguyen nhan vao nhng nhom ln. Giai oan 3: Thiet ke bieu o xng ca. Giai oan 4: Nhan dang nhng nguyen nhan chnh. Giai oan 5: Thiet ke bieu o tai sao lai co nguyen nhan, ket qua o (A Why-Why cause & effect diagram). 1.3.3.3 Bieu o Pareto: Vi muc ch quan ly chat lng-Nguyen tac nay co the c s dung e nhan biet mot so van e tng oi quan trong, trong mot so rat ln nhng van e co the la khong ang quan tam nhieu. 1.3.3.4 Lu o (Flow Chart): Lap lu o hoat ong la mot cach hieu qua e hieu ro qua trnh, hieu ro toan bo qua trnh la ieu kien tien quyet e phan tch va cai tien qua trnh. Lu o la bieu o the hien mot cach can ban cac bc hoac cac hoat ong xay ra trong qua trnh. Ngi ta thng s dung lu o e: Mieu ta qua trnh hien hu. Kham pha van e nay sinh t au. oi mi qua trnh.
Thiet ke hoac tieu chuan hoa mot qua trnh Bieu o mi. sai sot, truc trac Cac 1.3.3.5 Cac cong cu e sa cha, ieu chnh:
Phan tch tm nguyen nhan kiem tra
S o 1.1: Cac cong cu e sa cha, ieu chnh

S o nhan qua Bieu o Pareto Xay dng lu o Bieu o kiem tra
La chon van e u tien e giai quyet e xuat phng phap sa cha, ieu chnh Kiem tra ket qua sa cha, ieu chnh
1.3.4 VU: 1.3.4.1
NHNG MO HNH QUAN LY CHAT LNG DCH Tam giac chat lng: S o 1.2: Tam giac chat lng.
Chien lc Khach hang He thong Con ngi
Nhng yeu cau e doanh nghiep co c dch vu tuyet hao la: Co cach nhn, noi dung ro rang ve chat lng dch vu. Th 1 la: chat lng dch vu la so 1. Th 2 la: Khi co truc trac ve chat lng phai tm nguyen nhan sai sot e sa cha ngay. Th 3 la: ng nhien se giam thieu ang ke ty le phe pham va nhng chi ph sa cha hay lam lai- ay la con ng tot nhat e giam gia thanh cua san pham.
Con ngi la tuyen au cua nh hng khach hang. nh hng cua khach hang- nguyen tac au tien cua quan ly chat lng la thoa man hoan toan moi yeu cau cua khach hang. Muon vay, cac hoat ong cua quan ly chat lng phai luon luon nh hng vao khach hang noi bo va khach hang ngoai doanh nghiep.
Muon nh hng vao khach hang, cac nha quan ly can hieu biet ky tam ly va nhu cau cua moi ngi trong doanh nghiep, nhat la nhng hoat ong thuc ay ngi lao ong lam viec hang say va sang tao e tao ra tam giac chat lng, doanh nghiep can tra li cac cau hoi sau: Chien lc: lam cai g? Con ngi: ai lam? He thong: lam nh the nao?
1.3.4.2
Mo hnh quan tr chat lng cua ALRECHT:
S o 1.3: Mo hnh quan tr chat lng cua ALRECHT.

Nghien cu th trng & khach hang
anh gia & o lng
Chat lng dch vu ong bo
S hnh thanh chnh sach
1.3.4.3 Quan tr chat lng dch vu- Thi iem chan ly: Mo hnh quan tr chat lng dch vu thi iem chan ly do Jancarlson Chu tch hang hang khong Scandinavian (Norway) phat minh. Thi iem chan ly la khoanh khac khi khach hang tiep xuc vi mot phng dien (quang canh) nao o cua doanh nghiep va co mot an tng ve dch vu cua no. Neu thi iem chan ly khong c quan ly, chat lng dch vu co xu hng thoai bo en mc tam thng.
Qua trnh cai tien
Giao duc, huan luyen & giao tiep
Thi iem chan ly la an tng cua khach hang bat au sau 4 giay khi tiep xuc vi bat ky dch vu nao. Thi iem chan ly khi: Khach hang bc chan vao ca. Khach hang goi ien cho ta. Khach hang nhan hoa n cua Bu ien. Khach hang co mot yeu cau ac biet
Yeu cau cua khach hang ky vong ve chat lng
S o 1.4: Quan tr chat lng dch vu-thi iem chan ly

Nhng dch vu cua cong ty Thoa man ky vong Co cua khach hang Khong Thac mac can co cac TT ac biet Thoa man cac ky vong cua khach hang
Khong
- Thoa man - Hnh thc tot ve cong ty
Co
Phan nan
1.3.5
GIA PH CHAT LNG:
Nghien cu gia ph cua chat lng la bao nhieu? Mot quy tac vang cua chat lng la:
Hnh anh xau. Co the co mat mat trong KD
Lam ung ngay t au Chac chan chi ph se thap. Trong cac nganh dch vu lam lai bao gom nhng cong viec nh sau: Xem xet lai so lieu tren may tnh do sai sot trong viec nhap d lieu, sa cha sai sot tren hoa n thanh toan, chuyen hang nham a ch (Theo RONNALD D.MOEN & THOMS W. NOLAN) Trong cuon sach Chat lng la th cho khong cua PHILLIP CROPY-Ong a ra nghien cu ch ra rang 85% cong viec giay t trong to chc c thc hien cha t nhat 1 sai sot. Chi ph e sa cha nhng sai sot o t nhat chiem
25% trong chi ph san xuat. Hoac noi theo cach khac c $4 chi ph th co $1 chi cho viec sa cha sai sot, gia ph nay rat cao. Vay neu ta lam moi viec ung ngay t lan au th chi ph se la bao nhieu? Ong a ra: Chi ph cua chat lng = Chenh lech gia lam ung ngay t lan au vi lam viec nh hien tai vi sai sot. Bang 1.1: Gia ph chat lng.
Kiem tra Tong chi ph chat lng cua Nhng sai sot Ngan nga anh gia Ben trong
(Nguon: Bai giang quan ly chat lng dch vu)
1.3.5.1 Gia ph cua cua chat lng toi: Chnh la chi ph an cua san xuat kinh doanh. Gia ph cua chat lng toi = Tong chi ph cho sai sot ton tai trong to chc. Gia ph cua chat lng toi bao gom chi ph cua hai loai sai sot: Chi ph sai sot ben trong. Chi ph sai sot ben ngoai. Chi ph sai sot ben trong la nhng chi ph phai ganh chu khi sai sot c phat hien ra trc khi san pham/dch vu c phan phoi ra cho khach hang ben ngoai. Chi ph sai sot ben ngoai la nhng chi ph phai ganh chu v rang sai sot khong c phat hien ra trc khi san pham/dch vu c phan phoi ra cho khach hang ben ngoai. 1.3.5.2 Ngan nga sai sot: Ngan nga la toi can thiet e tao ra va cai tien chat lng. Ngan nga la lam bat c ieu g lam cho sai sot khong xay ra. ieu nay co ngha la cho phep ta thoa man c mong muon cua khach hang ngay t lan au. Ngan nga bao gom nhng qua trnh suy ngh, hoach nh va phan tch e xac nh xem sai sot co the xay ra au va sau o tien ti hanh ong e bao am rang sai sot khong the xay ra (Phillip Crosby).
Ngan nga nhng sai sot ngay t khi no mi ch thai nghen. Ngan nga co the la: lam ung ngay t lan au, bang cach loai tr moi sai sot thay v tm kiem chung. Ngan nga la lam viec thong minh hn ch khong phai lam cham ch hn. 1.3.5.3 Nhng hoat ong ngan nga: Nhng hoat ong ngan nga (hoac viec tao ra chat lng) la nhng hoat ong nam trong viec: Co gang nham am bao rang chat lng c thc hien ngay t lan au. Co gang nham am bao rang ta thoa man nhng ky vong cua khach hang ngay t lan au. Co gang nham am bao rang nhng viec lam ung la c lam ung ngay t lan au. V du: Nhng hoat ong ngan nga la: Kiem tra lien tuc: kiem soat bat ky khau nao. nh hng cong viec e tranh sai sot, ton thi gian. Nghien cu th trng. Hoach nh chat lng: a ra ke hoach va thc hien cho c ch tieu a ra. Giao duc chat lng: e ho hieu c chat lng la cai g e ong long thc hien. Ke hoach cai tien chat lng: dung bien phap nao? Chat lng dch vu c tn nhiem. Bao cao ve chat lng thc hien. nh ra cac tieu chuan ve chat lng. Nhng he thong an toan (long tin). Bang viec au t cho ngan nga th nhng chi ph ve sai sot co the se giam, nhieu doanh nghiep a giam chi ph sai sot (hong hoc) cua ho xuong ti 80%. Can nh rang: Muc tieu c ban cua cai tien chat lng khong phai la giam chi ph va mc giam chi ph la iem thng cua chung ta, ma la thoa man khach hang. Ngan benh bao gi cung re hn la cha benh. S o 1.5: Chi ph cho chat lng.
Sai sot ben ngoai Sai sot ben trong anh gia Ngan nga
Sai sot ben Sai ngoai sot ben anh trong gia Ngan nga
$
HIEN TAI
$
TNG LAI
1.3.6 HIEU QUA KINH TE CUA VIEC NANG CAO CHAT LNG DCH VU: ASEAN a khuyen cao moi to chc cua cac nc thanh vien nen ap dung quan ly chat lng, ay manh tien trnh t do hoa thng mai cua khu vc. Co hai ly do chnh e giai thch tai sao quan ly chat lng ngay cang tr nen quan trong oi vi kinh doanh: Ly do 1: Quan ly chat lng la mot dung phap quan tr nham ap ng tot hn moi nhu cau cua khach hang. Ngay nay do san xuat, phan phoi va truyen thong phat trien, ngi mua de dang co c cai ma ho muon vao bat c luc nao, s lam an va quang cao bat chnh cua doanh nghiep kho co the la ngi tieu dung en lan th hai. Vay chat lng chnh la vu kh canh tranh li hai va gi khach hang o la khach hang thng xuyen cua Cong ty mnh. Theo ieu tra cua hang oto Ford: Mot ieu tot se lan truyen cho 8 ngi, con mot ieu xau se lan truyen cho t nhat 20 ngi. V vay, khong the tung san pham xau vao th trng neu doanh nghiep muon phat trien ben vng. Chat lng t c au t th doanh nghiep o se gap bat li va khong the ng vng tren thng trng. Trong tnh hnh hien nay: muon phat trien th cac doanh nghiep phai co thai o mi trong quan ly chat lng. Doanh nghiep khong ch n gian la tao ra san pham phu hp ve quy cach, thong so ky thuat theo tieu chuan ma doanh nghiep phai chu ong xac nh nhu cau khach hang cua doanh nghiep mnh, e t nhng thong tin thu c co the thiet ke va cung ng san pham/dch vu ngay cang tot hn.
Ly do 2: Quan ly chat lng lam cho viec quan tr doanh nghiep hieu qua hn. e mot doanh nghiep co the phat trien c th ieu kien quan trong nhat phai thoa man la: moi thanh vien trong doanh nghiep phai co kha nang ve mat ky thuat tuy nhien ch chng o thoi th cung cha u e doanh nghiep hoat ong co hieu qua hn trong khi van gi vng trang thai can bang, ban than moi thanh vien trong doanh nghiep phai t cam thay mnh la ngi tham gia nong cot trong quan tr, ho hanh ong tren nguyen tac va muc ch chung cua doanh nghiep va cua xa hoi. Phng cham hanh ong cua quan ly chat lng nh sau: Trc het la chat lng. Tiep en la khach hang cua chung ta. Thong tin bang s kien, d lieu. Ngan nga sai sot tai dien. Kiem soat ngay t au nguon t hoach nh thiet ke. Ton trong nhan cach con ngi. Nh thc hien phng cham tren mot cach nghiem tuc nen a en nhng li ch cho doanh nghiep nh:

Hnh anh doanh nghiep tot ep hn. Th phan cua doanh nghiep gia tang. Khach hang trong va ngoai doanh nghiep c thoa man nhieu hn. Lc lng lao ong cam ket thc hien ung chnh sach chat lng cua doanh nghiep. Giam chi ph trong san xuat va tieu dung. Cai tien dch vu, phuc vu khach hang. Tang th phan va li nhuan cua doanh nghiep.
1.4 HE THONG CH TIEU CHAT LNG:

1.4.1 KHAI NIEM VA Y NGHA CUA DCH VU VIEN THONG: Trong nen kinh te th trng, ni dien ra s canh tranh gay gat khong nhng ve gia ca san pham hang hoa, dch vu c san xuat ra ma xu the canh tranh ve chat lng san pham con dien ra ngay cang manh me hn. Nang cao chat lng san pham chnh la mot trong cac yeu to giup cho doanh nghiep gianh c th phan. No chnh la ieu kien anh hng rat ln en hieu qua san xuat kinh doanh cua doanh nghiep.
Hn na, chat lng dch vu Vien thong khac vi chat lng hang hoa (san pham hu hnh) cho ngi s dung cac dch vu Vien thong ve mat nguyen tac khong the t choi viec tieu dung dch vu khong at chat lng v cac dch vu Vien thong c tieu thu ngay trong qua trnh san xuat chung. Thong tin c truyen i vi s sai lech ve noi dung hoac s cham tre ang ke, khong nhng lam mat i y ngha cua no ma con em en thiet hai ang ke cho ngi tieu dung. V vay, nang cao chat lng san pham la van e rat quan trong mang tnh chien lc cua bat ky doanh nghiep Vien thong nao trong thi ky hien nay. 1.4.1.1 Chat lng san pham la g? Chat lng san pham la mot pham tru kinh te phc tap. a co hang tram nh ngha ve chat lng san pham. Nhn chung chat lng san pham co the hieu la tong hp cac thuoc tnh cua san pham co kha nang thoa man nhng nhu cau phu hp vi cong dung cua san pham. Hay chat lng san pham la s phu hp vi yeu cau, nh vay chat lng san pham c xac nh bi khach hang. 1.4.1.2 Chat lng hoat ong Vien thong: Chat lng hoat ong Vien thong la ac trng tong quat cua hoat ong cac doanh nghiep, to chc vien thong va cua nhng ngi lao ong theo hang loat cac tham so ve ky thuat, san xuat khai thac, ve kinh te xa hoi, ve tam ly ao c Chat lng hoat ong vien thong phu thuoc vao mot tap hp cac yeu to cua moi trng ben ngoai va moi trng ben trong. No c xac nh bang cac ieu kien kinh te-tai chnh cua s phat trien cua nganh Bu ien, bang trnh o ky thuat cua cac phng tien thong tin, bang viec to chc san xuat, bang trang thai mang li ket noi cac iem thong tin, bang ky thuat khai thac, thiet b va cong trnh vien thong, bang viec at c tien bo khoa hoc ky thuat trong cac cong nghe va he thong truyen thong, bang hieu qua s dung cac nguon lc: nhan lc ,vat lc va tai chnh, bang yeu cau cua ngi tieu dung oi vi so lng va chat lng cac dch vu va mc o thoa man cac yeu cau o. Chat lng hoat ong vien thong c ac trng bang cac ch tieu anh gia cac chc nang cua san pham, tao ieu kien thuan li cho viec thoa man cac nhu cau cua
ngi tieu dung ve mc o nhanh chong, chnh xac cua viec truyen a thong tin va o tin cay cua cac phng tien thong tin, cung nh cac ch tieu phan anh qua trnh phuc vu ngi tieu dung nh mc tiep can, s tien li cua viec s dung cac phng tien thong tin, mc o ap ng nhu cau ve cac dch vu, van hoa va thai o phuc vu Do vay, chat lng hoat ong vien thong bao gom hai kha canh: chat lng san pham (dch vu) va chat lng phuc vu vien thong. oi vi khach hang chat lng dch vu va chat lng phuc vu la ong nhat. Vi ngi tieu dung, mc o thoa man nhu cau rat quan trong, o la tnh san sang va kha nang cua cac doanh nghiep cung cap cac dch vu cho khach hang vao ung thi iem, ni tien li vi chat lng cao. 1.4.2 HE THONG QUAN LY CHAT LNG VA CACH TIEP CAN CUA DOANH NGHIEP VIEN THONG: Quan ly chat lng (QLCL) cung nh chat lng co nhieu khai niem va co nhieu cach hieu khac nhau. Nhn chung co the hieu QLCL la nhng bien phap nham nang cao chat lng san pham, dch vu. Ly luan va thc tien cua cong tac QLCL a minh chng rang:Chat lng san pham, dch vu la do he thong QLCL mang lai ch khong ch phu thuoc vao cong nghe va nguyen vat lieu. Hien nay co kha nhieu he thong QLCL san co nh: he tong ISO 9000, TQC, TQMThc te cho thay cac hnh thc nay, he thong phng phap QLCL rat phong phu, a dang va c van dung linh hoat tai nhng ni co ieu kien khac nhau, nhng eu hng en mot muc ch chung trong phng phap quan ly hien ai o la QLCL toan dien (TQM). Nh vay, co the khang nh doanh nghiep vien thong khong the ap dung cng nhac mot he thong QLCL nao o ma phai t xac nh cho mnh mot he thong QLCL rieng phu hp vi ac thu san xuat kinh doanh cua mnh. Va tuy theo quy mo to chc, ieu kien va kha nang ap dung, ac trng cua tng doanh nghiep ma chon hnh thc QLCL san co hay t xac nh sao cho phu hp. Du la chon he thong nao, th he thong o cung can phai ap ng c nhng yeu cau sau: Tuan thu cac nguyen tac c ban cua QLCL hien ai.
Phu hp vi ac thu san xuat kinh doanh vien thong, khac phuc c nhng ton tai trong he thong QLCL cu. Gop phan nang cao nang lc canh tranh lau dai.
NHNG NGUYEN TAC CAN BAN TRONG VIEC QLCL VIEN THONG 1.4.2.1 Thiet lap cac tieu chuan va nhiem vu: Mot cong viec quan trong cua QLCL la thiet lap cac tieu chuan (tc la phai xac nh cho c he thong ch tieu chat lng) nham giup cho qua trnh o lng chat lng c thuan li. Cac ch tieu nay c xay dng tren c s nghien cu nhng nhu cau va s thch cua khach hang. 1.4.2.2 Phan tch d lieu e a ra quyet nh: Nhiem vu chnh cua QLCL la phan tch nhng d lieu ve chat lng e kham pha ang lam sai ieu g va au? Viec phan tch ung la cha khoa cho s thanh cong trong QLCL. e phan tch ung th trc het d lieu thu thap phai am bao tnh ay u, chnh xac va kp thi. 1.4.2.3 Quan tam en thong ke: Mot trong nhng cong cu giup phan tch so lieu rat hieu qua o la cong cu thong ke. Do san lng vien thong rat ln nen rat kho kiem soat toan bo cac san pham. e kiem tra chat lng chung ta phai dung phng phap ieu tra chon mau va e so lieu thu thap am bao o tin cay chung ta phai tuan thu cac nguyen tac cua qua trnh nghien cu thong ke. Ngoai ra khoa hoc thong ke con a ra nhieu phng phap phan tch chat lng rat hu hieu nh: bieu o nhan qua, bieu o kiem soat, bieu o pareto, bieu o phan tan 1.4.2.4 S hp tac trong QLCL: e QLCL tot, co hieu qua, can co s tham gia, phoi hp cua moi thanh vien t lanh ao en tat ca nhan vien trong cong ty. Ca viec tao dng moi quan he hp tac ca noi bo va vi ben ngoai e at c muc tieu chung.
1.4.3 HE THONG CH TIEU CHAT LNG DCH VU IEN THOAI CO NH: Mot trong cac bien phap e ch ao nang cao chat lng la viec e ra cac ch tieu chat lng san pham (dch vu) e cac n v can c vao o ma phan au thc hien. 1.4.3.1 Chat lng dch vu: 1.4.3.1.1 So lan s co cho phep cua kenh thoai. S co la nhng tr ngai lam cho dch vu khong thc hien c hoac thc hien c nhng khong at yeu cau. So lan s co cho phep cua kenh thoai c quy nh di ay khong bao gom s co do TBC rieng cua khach hang va cac nguyen nhan bat kha khang gay ra (thien tai, hoa hoan) ma ch do mang li Vien thong cua doanh nghiep cung cap dch vu vien thong gay ra. Ch tieu: trong mot nam, bnh quan 100 kenh thoai khong cho phep vt qua 10 lan s co 1.4.3.1.2 (TBC). Thi gian ch lap at thiet b au cuoi
Thi gian ch lap at TBC Tl c tnh t luc doanh nghiep cung cap dch vu vien thong nhan c yeu cau cua khach hang cho en khi khach hang bat au s dung c TBC o. Ch tieu nay the hien nang lc cua doanh nghiep cung cap dch vu vien thong trong viec ap ng nhu cau cua khach hang theo vung quan ly hanh chanh hay a d. Thi gian nay c quy nh oi vi khu vc nh sau: Bang 1.2: Thi gian ch lap at TBC.
Phan loai Thi gian ch lap theo vung TBC(ngay lam viec) Thanh pho, <10 tnh Th tran, <15 huyen Lang, xa <25
(Nguon: Tieu chuan Nganh)
at
Ty le cac trng hp khach hang phai ch lau hn thi gian quy nh noi tren khong c vt qua 10% tong so khach hang ang ky lap at TBC trong mot quy. Quy nh thi gian ch lap at tong ai PABX: <30 ngay. Quy nh thi gian ch chuyen dch TBC: quy nh bang tren.
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Thi gian quy nh noi tren khong bao gom thng hp khach hang t choi s dung phng tien, thiet b c cung cap. 1.4.3.1.3 hoc). Thi gian ch sa cha (khac phuc hong
Thi gian ch sa cha Tsc c tnh t luc doanh nghiep cung cap dch vu nhan c thong bao h hong cua khach hang en luc sa cha xong. Thi gian ch sa cha Tsc quy nh di ay khong bao gom thi gian sa cha thiet b au cuoi thuoc s hu cua khach hang va cac s co tren mang do nguyen nhan bat kha khang gay ra (thien tai, hoa hoan). Ch tieu: thi gian ch sa cha c quy nh bang sau: Bang 1.3: Thi gian ch sa cha.
Phan loai theo vung Thanh pho, tnh Th tran, huyen Lang, xa Thi gian ch sa cha(gi) <12 <24 <48
1.4.3.1.4 Cac thong so au noi cuoc goi: A/ Thi gian ch mi quay so (TMQS): TMQS c tnh t khi khach hang nhac may cho en khi khach hang nhan c tn hieu mi quay so. TMQS c the hien qua hai thong so sau: Bang 1.4a: Thi gian ch mi quay so.
Quy nh TMQS Gia tr TMQS(ms) 95% TMQS qua N (ms) trung khong Tai chuan A* bnh <400 vt 600 Tai chuan B* <800 1000
e hieu ve tai chuan A va tai chuan B, chung ta tham khao phu luc 1.1 trang 109. B/ Thi gian ch hoi am (TCA): TCA trong noi bo mot tong ai la thi gian tnh t khi khach hang quay so xong (tc la khi so cuoi cung cua
khach hang c gi i) cho en khi khach hang nhan c tn hieu hoi am (tn hieu bao roi hoac tn hieu bao ban). TCA c the hien qua hai thong so sau: Bang 1.4b: Thi gian ch hoi am.
Quy nh TCA Gia tr trung TCA(ms) 95% TCA khong qua N (ms) bnh vt Tai chuan A* <100 150 Tai chuan B* <150 800
C/ Ty le so lan chiem mach thanh cong: Chiem mach noi bo mot tong ai (goi tat la chiem mach) thanh cong la trng hp khach hang nhac may ma nhan c tn hieu mi quay so. Ty le so lan chiem mach thanh cong la ty so gia so lan chiem mach thanh cong tren tong so lan nhac may chiem mach. Ch tieu: ty le so lan chiem mach thanh cong phai > 95%. D/ Ty le so lan thong mach: Thong mach au cuoi-au cuoi (goi tat la thong mach) la trng hp khach hang nhan c tn hieu hoi am cho biet trang thai cua may b goi. Ty le so lan thong mach la ty so gia so lan thong mach tren tong so lan chiem mach thanh cong. Ch tieu: Quy nh so lan thong mach noi hat phai > 95% , lien tnh phai > 94%, quoc te phai > 90% cho tat ca cac cuoc goi. Phng phap anh gia cac thong so chiem mach thanh cong va thong mach: - Ghi t ong lu lng tai tong ai co chng trnh lu tr. - Dung thiet b o bao hieu e giam sat cuoc goi. - Dung thiet b mo phong cuoc goi. 1.4.3.2 Chat lng phuc vu: 1.4.3.2.1 Mc o ay u (phong phu) cua cac phng tien thong tin: Ch tieu nay dung e anh gia viec to chc phuc vu & mc o thoa man nhu cau cua ngi s dung. Ch tieu mat o bu cuc:
+ Ban knh phuc vu: Ban knh phuc vu=

S Qc b
Trong o: S: Dien tch bu cuc phuc vu. Qbc: So lng bu cuc trong khu vc. = 3,1416 + So dan/ 1 bu cuc: phuc vu Tong so dan trong khu vc
So dan/ 1 bu cuc = Tong so bu cuc Ch tieu mat o ng day thue bao: so may ien thoai/ 100 dan. Tong so may ien thoai Mat o ng day thue bao = Tong so dan trong khu vc phuc vu Ch tieu phuc vu may thue bao: + Ty le may hong trong thang, quy. + Thi gian khac phuc hong hoc. + So may lap at mi. 1.4.3.2.2 Ch tieu ve gia cc: Gia cc co vai tro ac biet quan trong trong qua trnh la chon, tm kiem dch vu e ap ng nhu cau khach hang. Vi mc cc qua cao, khong phu hp vi kha nang thanh toan, khach hang co xu hng la chon nhng dch vu thay the khac vi mc cc thap hn e thoa man nhu cau cua ho. Hn na, ngi tieu dung luon mong muon co nhng dch vu chat lng cao nhng gia ca re hn. Nh vay ng tren quan iem cua khach hang gia cc cung c xem la mot tieu chuan chat lng cua mat hang (dch vu) o. Trong chien lc phat trien BCVT en nam 2005-TCT BCVTVN a xac nh la trong giai oan 2001-2003 hau het cac gia cc BCVT, internet cua Viet Nam phai thap hn hoac tng ng vi mc cc bnh quan trong khu vc. 1.4.3.2.3 dch vu: Thi gian bieu ve giao dch va cung cap
Thi gian giao dch tiep nhan yeu cau ve cung cap cac dch vu vien thong c thc hien trong gi hanh chanh.
1.4.3.2.4 Ch tieu ve tiep nhan va giai quyet khieu nai cua khach hang. Tat ca cac bu cuc cap huyen tr len eu co trach nhiem tiep nhan khieu nai cua khach hang. Thi gian tiep nhan khieu nai: Bao hong hoc: 24 gi trong mot ngay. n, th khieu nai: trong gi hanh chanh.
Thi gian tra li n khieu nai trc tiep: doanh nghiep cung cap dch vu vien thong phai xem xet va hoi am trong thi han 24 gi cho toi thieu 90% khach hang co khieu nai sau ay: - Khieu nai hong hoc. - Khieu nai chat lng dch vu( khong bao gom trng hp au cuoi thuoc s hu cua khach hang b hong). - Khieu nai cc. - Khieu nai cac van e khac. Thi gian tra li th khieu nai: doanh nghiep cung cap dch vu vien thong phai xem xet va gi th hoi am trong thi han 24 gi ke t thi iem tiep nhan c th khieu nai (theo dau cong van en) cho toi thieu 90% khach hang co cac khieu nai nh ke tren. 1.4.3.2.5 Khieu nai cua khach hang ve chat lng dch vu: Khieu nai cua khach hang la s khong hai long cua khach hang c bao cho doanh nghiep cung cap dch vu bang n hoac thong bao bang cac phng tien thong tin khac (ien thoai, fax). Cach xac nh: ch so khieu nai cua khach hang c tnh theo so lan khieu nai tren c s/ 100 khach hang/ nam. Ch tieu: ch so khieu nai khong c vt qua 2 lan/ 100 khach hang/ nam. Ty le khieu nai cua khach hang la ch tieu quan trong e anh gia chat lng dch vu vien thong. Ch so nay can c thong ke va ghi lai theo chu ky xac nh, toi thieu la 1 nam e uc ket kinh nghiem vi cac noi dung sau: Ten, a ch, so may khach hang khieu nai. Thi gian khieu nai. So lng khieu nai. Noi dung khieu nai.
1.4.3.2.6 Cong tac cham soc khach hang:
Do Nganh Bu ien co nhng ac iem rieng: ca ngi tieu thu cung tham gia vao qua trnh san xuat, v vay neu khach hang khong c hng dan t m, chu ao ve cach s dung dch vu th co the khach hang se khong nhan c s cung cap dch vu vi chat lng cao. Cho nen e trong viec anh gia chat lng dch vu, chung ta cung anh gia ca he thong cham soc khach hang.
Chng 2: KHAO SAT THC TE
2.1 GII THIEU VE BU IEN THANH PHO HO CH MINH:

2.1.1 AC IEM KINH TE-XA HOI-A LY HANH CHNH CUA TPHCM: 2.1.1.1 V tr: TPHCM nam trong toa o a ly khoang 100 10-100 38 v o Bac va 1060 22-1060 54 kinh o ong. Pha Bac giap tnh Bnh Dng, Tay Bac giap tnh Tay Ninh, ong va ong Bac giap ong Nai, ong Nam giap tnh Ba Ra Vung Tau, Tay va Tay Nam giap Long An, Tien Giang. Vi a hnh trai dai t Tay Bac xuong ong Nam, TPHCM co dien tch la 2093.7 km2 vi dan so 5,12 trieu (trong o dan thanh th chiem 83,5 %), hien thanh pho co 17 quan (quan 1, quan 2, quan 3, quan 4, quan 5, quan 6, quan 7, quan 8, quan 9, quan 10, quan 11, quan 12, quan Phu Nhuan, quan Tan Bnh, quan Bnh Thanh, quan Go Vap, quan Thu c), 5 huyen (huyen Bnh Chanh, huyen Cu Chi, huyen Hoc Mon, huyen Nha Be, huyen Can Gi), gom 242 phng, 68 xa, th tran. TPHCM cach thu o Ha Noi gan 1.730 km ng bo, nam nga t quoc te gia cac con ng hang hai t Bac xuong Nam, t ong sang Tay, la tam iem cua khu vc ong Nam A. Trung tam thanh pho cach b bien ong 50 km ng chim bay. ay la au moi giao thong noi lien cac tnh trong vung va la ca ngo quoc te. Vi he thong cang va san bay ln nhat ca nc, cang Sai Gon vi nang lc hoat ong 10 trieu tan/nam. San bay quoc te Tan Sn Nhat vi hang chuc ng bay ch cach trung tam thanh pho 7 km. Sai Gon co xa c thanh lap t nam 1623, nhng en nam 1698, Chua Nguyen mi c Thong soai Nguyen Hu Canh vai kinh lc at Phng Nam, khai sinh ra thanh pho Sai Gon. Nam 1911, Sai Gon la ni Chu tch Ho Ch Minh v ai ra i tm ng cu nc, khi at nc thong nhat, Quoc Hoi khoa VI hop ngay 02/07/1976 a chnh thc oi ten Sai Gon la TPHCM. Sai Gon-TPHCM la mot thanh pho tre, vi hn 300 nam hnh thanh va phat trien, thanh pho co rat nhieu cong trnh kien truc co, nhieu di tch va he thong bao tang phong phu. Vi v tr a ly thuan li, Sai Gon- ni mot thi c menh danh la Hon ngoc Vien ong a la trung tam thng mai va la ni hoi tu cua nhieu dan toc anh em, moi dan toc co tn ngng, sac thai van hoa rieng gop phan
tao nen mot nen van hoa a dang. ac trng van hoa cua vung at nay la s ket hp hai hoa gia truyen thong dan toc vi nhng net van hoa phng Bac, phng Tay gop phan hnh thanh loi song, tnh cach con ngi Sai Gon. o la nhng con ngi thang than, boc trc, phong khoang, co ban lnh, nang ong, dam ngh, dam lam. Nang ong, sang tao, TPHCM luon i au ca nc trong cac phong trao xa hoi, ni au tien trong ca nc c cong nhan hoan thanh pho cap giao duc trung hoc. Vi vai tro au tau trong a giac chien lc phat trien kinh te-xa hoi, TPHCM a tr thanh trung tam kinh te, van hoa- du lch, giao duc- khoa hoc ky tuat- y te ln cua ca nc. Trong tng lai, thanh pho se phat trien manh me ve moi mat, co c cau cong nong nghiep hien ai, co van hoa khoa hoc tien tien, mot thanh pho van minh hien ai co tam c khu vc ong Nam A. 2.1.1.2 ac iem: TPHCM la ni hoat ong kinh te nang ong nhat, i au trong ca nc ve toc o tang trng kinh te. Neu nh nam 1998 toc o tang GDP cua thanh pho la 9,2% th en nam 2002 tang len 10,2%. Phat trien kinh te vi toc o tang trng cao a tao ra mc ong gop GDP ln cho ca nc. Ty trong GDP cua thanh pho chiem 1/3 GDP cua ca nc. Co the noi thanh pho la hat nhan trong vung kinh te trong iem pha Nam (KTTPN) va trung tam oi vi vung Nam Bo. Vi mc ong gop GDP la 66,1% trong vung KTTPN va at mc 30% trong tong GDP cua ca khu vc Nam Bo. Kinh te thanh pho co s chuyen dch manh me, nam 1997 gia tr san xuat cua thanh pho at 65,2% cua vang KTTPN, ve cong nghiep chiem 58,7% gia tr san lng cong nghiep vung. Thanh pho la trung tam cua vung ve cong nghiep dch vu. Gia tr san lng cong nghiep thanh pho nam 2000 la 76,66% ngan ty ong, gap 2,2 lan Ba Ra-Vung Tau, 3,7 lan Ha Noi va 4 lan ong Nai. Kinh te quoc doanh van gi v tr chi phoi, ong gop 45% GDP. Dch vu thng mai chiem ty le cao trong c cau GDP. Thanh pho la ni thu hut von au t nc ngoai manh nhat ca nc, ke t khi luat au t c ban hanh. So d an au t vao thanh pho chiem khoang 1/3 tong so d an au t nc ngoai tren ca nc. Neu nh trong giai oan 1988-1998 thanh pho co 786 d an vi tong von
au t la 9.540,7 trieu USD th ca nc co 2453 d an vi tong so von la 38.856,8 trieu USD. Thanh pho luon chiem ty trong cao nhat trong tong thu ngan sach cua Nha nc, mac du gap nhieu kho khan song thu ngan sach van khong ngng tang. Thi ky 1986-1990, thu ngan sach thanh pho chiem 26,4% tong thu ngan sach cua ca nc en nam 1999 chiem 36,46%. Ve mat thng mai, dch vu, thanh pho la trung tam xuat nhap khau ln nhat nc ta. Kim ngach xuat nhap khau cua thanh pho ngay cang chiem ty trong ln trong tong kim ngach xuat nhap khau cua ca nc. Thanh pho co he thong ch va sieu th kha ln. Trong tng lai, thanh pho se xay dng mot so ch mi thuan tien va hien ai phu hp vi quy hoach phat trien o th. Hoat ong du lch cua thanh pho phat trien manh, cha bao gi TPHCM on nhieu du khach nh nam 2002, vi lng khach quoc te len en 1.433.000 ngi, tang 20% so vi nam 2001. Ke t nam 1990, doanh thu du lch cua thanh pho luon chiem t 28% en 35% doanh thu du lch cua ca nc. e phat trien du lch, nganh du lch thanh pho a e ra cac giai phap phat trien du lch giai oan 2001-2005. TPHCM la trung tam tai chnh ngan hang ln nhat Viet Nam, thanh pho dan au ca nc ve so lng ngan hang va doanh so quan he tai chnh-tn dung. Doanh thu cua he thong ngan hang thanh pho chiem khoang 1/3 tong doanh thu toan quoc. Trong tng lai thanh pho phat trien cac nganh kinh te chu lc, la a phng au tien tap trung phat trien cac nganh c kh gia dung, san xuat phng tien van tai, che tao may, cac nganh cong nghe cao...van la au moi xuat nhap khau, du lch cua ca nc vi he thong cang bien phat trien. Viec hnh thanh cac he thong giao thong nh ng xuyen A, ng ong Tay...se tao ieu kien cho kinh te thanh pho tang trng manh me. Trong qua trnh phat trien va hoi nhap, TPHCM luon khang nh vai tro la mot trung tam kinh te, tai chnh, thng mai, du lch cua ca nc, la hat nhan cua vung KTTPN, mot trong ba vung kinh te trong iem ln nhat nc va cung la vung ong lc cho cong cuoc phat trien kinh te-xa hoi a ban Nam Bo va ca nc theo chien lc cong nghiep hoa, hien ai hoa. 2.1.2 LCH S HNH THANH VA PHAT TRIEN CUA BU IEN TPHCM:
Sau ngay Mien Nam hoan toan giai phong, tren c s vat chat ky thuat do che o cu e lai, Bu ien TPHCM tiep tuc cai tao va phat trien mang li dch vu BCVT, tng bc oi mi va tiep can ky thuat thong tin hien ai. Bc sang thap ky 80, at nc ta gap nhieu kho khan ve mat kinh te, toc o phat trien chung cua xa hoi co chieu hng giam sut. ai hoi ang toan quoc lan th VI ( thang 12/1986) anh dau s chuyen bien manh me ve nhan thc va ch ao chien lc, m ra thi ky phat trien mi ve moi mat trong cong cuoc xay dng at nc. S nghiep oi mi oi hoi cac nganh phai ap ng kp thi nhng yeu cau bc thiet ve kinh te, xa hoi tren c s on nh va tng bc oi mi he thong chnh GIAM tr. Trc tnh hnh o, phng hng c ban cua nganh OC BCVT la: Nang cao nang lc, chat lng phuc vu va giam nhe tnh trang lacPHO ve thong tin lien lac, hien ai hoa hau PHO PHO PHO PHO nhng khau co ieu kien. GIAM GIAM GIAM GIAM GIAM
OC la trung tam cua nam bo, la ca ngo m VIEN BU NOI KINH TE THONG CHNH CHNH rong quan he vi nc ngoai, do o s phat trien cua Nganh BCVT TPHCM co y ngha ac biet PHONGtrong, co tac quan CONG TY P.VIEN PHONG PHONG TIN HOC BC-PHBC AU T TCCB-L dung thuc ay THONG s phat trien mang thong tin ra the gii, BU IEN phuc vu cho qua trnh phat trien kinh te, xa hoi cua Thanh BU IEN PHONG VANPHO pho BAN NC va ho tr cho s phat trien BCVT cuaKE vc phaBU khu Nam. CONGTY TT SAI NG OC KY TPHCM THUAT OC OC OC
T ONG NG GON IEN e thc hien c nhiem vu nang HOACH-KD trong hoan ne o, DUNG KT canhMI kho khan ve ieu kien vat PHONG va trnh o rat chat CONG TY B TT BAN TO TCcong nghe ky thuat, quan lyBu ien Thanh pho a T TAY CH LN BAO VE KTTK
tng bc m rong va a dang hoa mang li dch vu vi chat lng ngay cang cao maTT GIA am BQL D bu ap c van bao CONG TY B BANTHANH VT SAI AN KIEN cong nhan chi ph, tng bc nang cao i song can bo NH TRA GON TRUC vien, ay manh cong tac ao tao, boi dng ky thuat CONG TY nghiep vu, quan ly, ong CONG TY thi thay oi han phongP.KHAM cach, CTY THIET VAT T tac phong, thai KE XD phuc vu BC-PHBC hang, B o B khach au tranh A KHOA chong nhng tieu cc noi bo. Trong boi canh o, Bu ien TPHCM CTY CONG chc TRNG a to lai bo NHANH IEN TRNH B BDKTNV B T HUYEN oi mi quan ly c s. may san xuat nghiep vu, dch vu, BQL D Nam 1986, t 12 Bu ien quan noi thanh sap xep thanh AN CAC L CTY 3 trung tam Sai THONG Ch Ln,QTE nh. LAPXAY Gon, CPN Gia PTB
TIN 2.1.3 C CAU TO CHC CUA BU IEN THANH PHO HO CH MINH: BU IEN 5 CHI 6 BU
S o 2.1:C cau to chc cua Bu ien Thanh pho Ho Ch Minh.

BQL D AN VTC
HE 1
TT HTKH & QL CC
TT IEU HANH VT
Luan van tot nghiep Chng 2: Khao sat thc te
2.2 GII THIEU VE CONG TY IEN THOAI ONG TPHCM:

2.2.1 QUA TRNH HNH THANH VA PHAT TRIEN CUA CONG TY IEN THOAI ONG TPHCM: Thc hien cong cuoc oi mi cua ang, cua nganh nam 2002, Tong Giam oc TCT BCVTVN a ban hanh quyet nh so 4351/Q-TCCB ve viec thanh lap Cong ty ien thoai ong TPHCM thuoc Bu ien TPHCM, can c vao:
Can c Ngh nh so 51/CP ngay 01/08/1995 cua Chnh phu phe chuan ieu le to chc va hoat ong cua TCT BCVTVN. Can c Quyet nh so 482/TCCB-L ngay 14/09/1996 cua Tong cuc trng Tong cuc Bu ien ve viec thanh lap doanh nghiep nha nc Bu ien Thanh pho Ho Ch Minh. Can c Quyet nh so 167/Q-TCCB/HQT ngay 03/06/1996 cua hoi ong quan tr TCT BCVTVN ve viec phe chuan ieu le to chc va hoat ong cua Bu ien TPHCM. Can c Quyet nh so 401/Q-TCCB/HQT ngay 06/09/2002 cua Hoi ong quan tr TCT BCVTVN ve viec phe duyet phng an oi mi quan ly, khai thac, kinh doanh BCVT tren a ban TPHCM. Can c cong van so 6646 BKH/DN ngay 17/12/1996 cua Bo ke hoach va au t ve viec cap giay chng nhan ang ky kinh doanh oi vi cac n v kinh te trc thuoc n v thanh vien hach toan phu thuoc cua TCT BCVTVN. Theo e ngh cua Trng ban To chc can bo-lao ong.
Cong ty ien thoai ong TPHCM co tru s chnh at tai 125 Hai Ba Trng, phng Ben Nghe, quan 1,TPHCM. Cong ty ien thoai ong TPHCM la n v kinh te trc thuoc, hach toan phu thuoc Bu ien TPHCM, hoat ong chuyen Nganh Vien thong. 2.2.2 NHIEM VU-QUYEN HAN CUA CONG TY IEN THOAI ONG TPHCM:
Cong ty ien thoai ong thanh pho co chc nang san xuat kinh doanh va phuc vu tren cac lnh vc: Chu quan kinh doanh dch vu ien thoai co nh va cac dch vu Vien Thong do cong ty cung cap tren a ban cac quan: 2,4,7,9, Thu c, Phu
Nhuan, cac huyen: Nha Be, Can Gi, mot phan cac quan: 1,3, Tan Bnh. Quan ly, van hanh, lap at, bao dng, sa cha va khai thac mang Vien thong tren a ban cac quan 2,4,7,9, Thu c, Phu Nhuan; cac huyen: Nha Be, Can Gi; mot phan cac quan: 1,3, Tan Bnh. To chc phuc vu thong tin ot xuat theo yeu cau cua cap uy ang, Chnh quyen a phng va cap tren. Kinh doanh vat t, thiet b Vien Thong lien quan en dch vu do n v cung cap. Kinh doanh cac nganh nghe khac khi c Tong cong ty cho phep. Tren c s cac chc nang tren ay va nhng quy nh tai ieu le to chc va hoat ong cua Bu ien TPHCM, Giam oc Bu ien thanh pho co trach nhiem ban hanh quy che to chc, hoat ong va phan cap quan ly cho Cong ty ien thoai ong thanh pho. Cong ty ien thoai ong thanh pho co con dau rieng theo ten goi, c ang ky kinh doanh, c m tai khoan tai ngan hang, hoat ong theo quy nh tai Quy che to chc va hoat ong cua Cong ty ien thoai ong thanh pho va phan cap quan ly cua Giam oc Bu ien TPHCM. Cong ty ien thoai ong thanh pho do Giam oc phu trach; co pho giam oc phu giup viec quan ly, ieu hanh; co ke toan trng phu trach cong tac ke toan, thong ke, tai chnh. Can c mo hnh do Tong cong ty quy nh, Giam oc Bu ien thanh pho quyet nh thanh lap bo may quan ly va cac n v san xuat trc thuoc Cong ty ien thoai ong thanh pho. Giam oc Bu ien TPHCM co trach nhiem bo nhiem can bo va quan ly moi hoat ong cua Cong ty ien thoai ong thanh pho theo ieu le to chc va hoat ong cua Bu ien TPHCM va hng dan Cong ty ien thoai ong thanh pho lam thu tuc ang ky kinh doanh theo phap luat hien hanh. 2.2.3 MO HNH TO CHC CUA CONG TY IEN THOAI ONG TPHCM: 2.2.3.1 Mo hnh to chc: Gom co 17 n v trc thuoc: 2.2.3.1.1 Khoi n v chc nang: ( 7 n v). Phong hanh chanh-tong hp (17 to).
Phong To chc can bo-lao ong (2 to). Phong kinh doanh (3 to). Phong tai chnh-ke toan-thong ke (5 to). Phong vat t (3 to). Phong ky thuat nghiep vu (4 to). Phong tin hoc (2 to). Trung tam chuyen mach truyen dan- ng cu thong tin (17 to). Trung tam dch vu-khach hang (10 to). Trung tam truyen so lieu( 2 to). Trung tam oi cap quang( 1 to). Chi nhanh ien thoai Sai Gon (18 to). Chi nhanh ien thoai Gia nh (10 to). Chi nhanh ien thoai Thu c (12 to). Chi nhanh ien thoai Nha Be (10 to). Chi nhanh ien thoai Can Gi (2 to). Xng sa cha-lap at thiet b-Vien thong (6 to).
2.2.3.1.2 Khoi n v san xuat: (10 n v).
2.2.3.2 To chc lao ong: Cong ty ien thoai ong la mot trong nhng Cong ty ln, trc thuoc Bu ien TPHCM. Do o, n v co oi ngu can bo, cong nhan vien rat ln. Tong so lao ong la: 1.437 ngi (trong o co 254 n, chiem 17,68%). C cau lao ong (theo bang phu luc 2.1 trang 110): Ve chat lng lao ong, hau het can bo cong nhan vien trong Cong ty eu a qua ao tao, trong o: Cao hoc chiem 0,28%. ai hoc, cao ang chiem 19,53%. Trung cap chiem 11,72%. Cong nhan chiem 68,47%. Hang nam, Cong ty co cac chng trnh ao tao, ao tao lai, tuyen them lao ong co chuyen mon ky thuat theo yeu cau cong viec e tiep ng vi so lng va chat lng cong viec, hoan thanh nhiem vu tang toc cua toan Nganh Bu ien.
Song song vi viec nang cao trnh o chuyen mon nghiep vu cho ngi lao ong, Cong ty con chu y cai tien, nang cao chat lng cong tac quan ly lao ong, hoan thien che o tien lng, a xay dng mot he thong nhng quy nh t viec an mac, i ng tac phong, ky luat lao ong theo nhng tieu chuan hien ai, cong nghiep va phong cach van hoa rieng cua Nganh, en viec ban hanh nhng quy che ve tra cong cho ngi lao ong, e bat, bo nhiem, che o tuyen dung. Ben canh che o tien lng co mc lng tng oi kha so vi mat bang thu nhap hien nay, Cong ty a thc hien tot cac chnh sach ve xa hoi oi vi can bo cong nhan vien trong Cong ty nh thc hien che o ngh dng, tham quan, ngh mat nh ky cho can bo cong nhan vien, xay dng quy giup can bo cong nhan vien khi gap kho khan, rui ro trong cuoc song 2.2.4 CHC NANG CUA CAC PHONG BAN, N V SAN XUAT: Chc nang, nhiem vu, quyen han va moi quan he lam viec cua cac n v trc thuoc c phan nh tom tat nh sau:
2.2.4.1 Phong hanh chanh tong hp: La n v chc nang tham mu cho Giam oc Cong ty ien thoai ong quan ly thong nhat tap trung moi quan he hanh chanh cua Cong ty oi vi c quan cap tren trong nganh va n v cap di trc thuoc Cong ty thuoc lnh vc hanh chanh quan tr. - Co cac nhiem vu: Trc tiep quan ly phat hanh tai lieu cua Cong ty ra cac c quan co lien quan. To chc lu tr va hng dan cac n v trong Cong ty lu tr, bao quan ho s, tai lieu theo ung che o van th, hanh chanh cua BTP va Nganh quy nh. To chc sap xep ni lam viec, san xuat cho Lanh ao va cac n v chc nang c lch s, khoa hoc, am bao gon gang, trat t, an toan c quan. Bo tr phng tien (xe oto) cho CB-CNV i cong tac. - Lao ong hien nay: 25 ngi.
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2.2.4.2 Phong to chc can bo lao ong:
- La n v chc nang, chu s quan ly trc tiep va toan dien cua Giam oc Cong ty. - Co chc nang tham mu giup Giam oc Cong ty quan ly thong nhat cong tac xay dng, cung co va kien toan he thong to chc, cong tac quan ly can bo, bo tr va s dung CB-CNV hp ly theo trnh o nang lc chuyen mon, hng dan thc hien cac che o oi vi ngi lao ong theo quy nh cua Bo luat lao ong va trong pham vi trach nhiem, quyen han cua Cong ty ien thoai ong c cap tren phan cap quan ly. - Lao ong hien nay: 9 ngi. 2.2.4.3 Phong kinh doanh: - Xay dng ke hoach san xuat kinh doanh, mua sam, quan ly vat t, tai san, thiet b phuc vu cho nhu cau san xuat kinh doanh va trien khai, theo doi, tong hp bao cao tien o thc hien cac ch tieu ke hoach cua n v ung theo quy nh cua BTP. - Quan ly thc hien cong tac au t-Xay dng c ban-phat trien c s vat chat ky thuat va phat trien mang li Vien thong tren a ban quan ly. - Xay dng ke hoach, to chc thc hien viec quang cao tiep th, gii thieu, phat trien dch vu, quan ly viec thc hien gia-cc ph cac dch vu Vien thong theo quy nh cua Nganh. - To chc thc hien va nghien cu e xuat cac giai phap thc hien tot viec cham soc khach hang. So CB-CNV hien nay cua phong kinh doanh: 16 ngi. 2.2.4.4 Phong tai chnh-ke toan- thong ke: Co chc nang: - Giup viec cho Giam oc Cong ty trong lnh vc quan ly hoat ong ve tai chnh-ke toan, quan ly von cua Cong ty. - To chc quan ly va hach toan, ke toan cac nghiep vu kinh te phat sinh trong qua trnh hoat ong san xuat kinh doanh theo Phap lenh ke toan thong ke do Nha Nc ban hanh va cac van ban hng dan cua BTP ve viec trien khai quy che tai chnh cua TCT BCVTVN. - Xay dng ke hoach thu chi, quan ly tai chnh va cac nguon von c BTP phan cap theo quy nh. Phong kinh doanh co cac chc nang sau:
- Kiem tra giam sat thng xuyen cac n v va iem giao dch ve viec thc hien che o ghi chep so sach ke toan nghiep vu va thu nop tien doanh thu. So CB-CNV hien nay cua phong la: 18 ngi. 2.2.4.5 Phong vat t: Co chc nang: quan ly, bao quan an toan toan bo hang hoa (vat t, thiet b) tai kho cua Cong ty ien thoai ong, mua sam mot so vat t, thiet b, dung cu sinh hoat, van phong pham. Xuat vat t, thiet b theo chng t a quy nh; thu hoi vat t, thiet b trong pham vi tai san cua Cong ty ien thoai ong. So CB-CNV hien nay cua phong la: 10 ngi. 2.2.4.6 Phong ky thuat nghiep vu: Chc nang: tham mu cho Giam oc ve ky thuat, nghiep vu Vien thong, ieu hanh va quan ly mang Vien thong trong pham vi trach nhiem va quyen han cua Cong ty. Nhiem vu: - To chc quan ly ho s ky thuat, nghiep vu mang Vien thong TPHCM trong pham vi trach nhiem cua Cong ty. e xuat cac giai phap quan ly, khai thac va bao dng mang li phuc vu cho cong tac kinh doanh va phat trien ien thoai. - Hng dan thc hien cac quy trnh, quy pham, tieu chuan ky thuat cua Nganh. Lam thng trc cho cong tac soan thao, hng dan thc hien cac quy trnh quy pham cua Cong ty ien thoai ong. So CB-CNV hien nay cua phong la: 48 ngi. 2.2.4.7 Phong tin hoc: - Xay dng va phat trien cac chng trnh tin hoc phuc vu cong tac quan ly, ieu hanh san xuat kinh doanh tren he thong may vi tnh cua Cong ty. - Lap at, nang cap, cai at phan mem va sa cha bao tr cac trang thiet b tin hoc trong Cong ty. - Nghien cu e xuat va phat trien cac ng dung tin hoc trong hoat ong cua Cong ty. Phoi hp vi cac n v co lien quan e xay dng ong bo he thong tin hoc trong Bu ien thanh pho. Nhiem vu: phat trien cac ng dung tin hoc phuc vu cho quan ly, khai thac kinh doanh va phat trien mang li ien thoai thue bao; ng dung tin hoc trong cong tac quan ly ieu hanh mot cach co hieu qua nhat. So CB-CNV cua phong hien nay la: 19 ngi.
2.2.4.8 Trung tam chuyen mach truyen dan-ng dung thong tin: Trung tam CMTD-UCTT la n v san xuat thuoc Cong ty ien thoai ong. Co cac chc nang sau: - Quan ly, van hanh, khai thac, bao tr bao dng mang li chuyen mach va truyen dan, nguon phu tr tren mang thuoc s quan ly cua Cong ty. - Phoi hp vi cac n v trong va ngoai Cong ty ien thoai ong cung cap cac dch vu vien thong. - e xuat vi Giam oc ve van e ky thuat chuyen mach va truyen dan. So CB-CNV cua phong hien nay: 176 ngi. 2.2.4.9 Trung tam dch vu khach hang: TTDVKH la n v trc tiep san xuat kinh doanh thuoc Cong ty ien thoai ong. TTDVKH co cac chc nang: - Giao dch vi khach hang e tiep nhan va giai quyet cac yeu cau lap at ien thoai va cac dch vu kem theo mang ien thoai trong pham vi phan cap cho Cong ty ien thoai ong quan ly theo ung cac quy nh, the le thu tuc cua BTP va cua Nganh. - Tiep nhan va phoi hp vi cac n v e giai quyet cac khieu nai cua khach hang lien quan en dch vu ien thoai theo quy nh. Nhiem vu: - To chc cac iem giao dch e tiep nhan yeu cau cua khach hang ve cac dch vu ien thoai (lap at mi, di, dch, chuyen chu quyen, tam ngng, tai lap, khoa m hng goi lien tnh, quoc te, dch vu cong them). - Thiet ke ho s ng day lap at mi ien thoai, lap giay bao ong tien cho khach hang. - Giai quyet thu tuc nghiep vu cho cac dch vu sau lap at. - Thu, nop tien lap at ien thoai, cac dch vu t cac iem giao dch ve phong TC-KT-TK Cong ty ien thoai ong. So CB-CNV cua TTDVKH hien nay: 69 ngi. 2.2.4.10 Trung tam truyen so lieu: Trung tam truyen so lieu la n v trc tiep san xuat, phu trach kinh doanh kenh thue rieng thuoc Cong ty ien thoai ong. Co cac chc nang sau: Cap nhat, x l, lu tr, cung cap cac so lieu can thiet phuc vu san xuat kinh doanh, ao bao an toan so lieu. So CB-CNV cua phong hien nay la: 28 ngi.
2.2.4.11 Cac chi nhanh ien thoai: (Sai Gon, Gia nh, Thu c, Can Gi, Nha Be). Cac chi nhanh ien thoai la n v san xuat thuoc Cong Ty ien Thoai ong. Co chc nang: lap at, sa cha ien thoai, quan ly, khai thac, bao tr bao dng mang noi hat (theo phan cap cua BTP giao cho Cong ty ien thoai ong quan ly). Nhiem vu: Khao sat thi cong lap at ien thoai hu tuyen, vo tuyen co nh, MSU, SSU, NORTEL, RT cua cac thiet b li day, phoi hp chuyen mang oi so; lap at ng day may chnh, may phu, di dch, chuyen ien thoai vo tuyen co nh sang hu tuyen (theo cac quy nh hien hanh cua Nha nc va cua Nganh). So CB-CNV cua Tong cac chi nhanh la: 961 ngi. 2.2.4.12 thong: Xng sa cha-lap at thiet b Vien
Xng lap at sa cha thiet b Vien thong la n v san xuat trc thuoc Cong ty ien thoai ong co chc nang lap at, sa cha, bao tr, bao dng cac loai thiet b Vien thong do Cong ty quan ly. Nhiem vu: - Lap at mang tong ai noi bo, lap at-van hanh tong ai, may Fax va cac thiet b Vien thong. - Sa cha Card tong ai ien t. - Tiep nhan bao h, sa cha, bao tr thiet b au cuoi. So CB-CNV hien nay cua Xng LSCTBVT: 43 ngi. 2.2.4.13 Trung tam oi cap quang: - Quan ly mang li cap ngam, cap treo, tru cot, ham cong cap, tu cap, tap iem, vat t, tai san thuoc pham vi c Cong ty giao. Cap nhat quan ly so lieu ho s mang cap (cap goc, cap phoi, cap phu, tu cap, tap iem, ham cong, tru ien thoai, RT cua thiet b li day, cap phoi cua tiep can thue bao), dung lng cap bien ong do at mi, sa cha, di dch, g bo - Sa cha, thay the, bao tr bao dng mang cap cap ong, cap quang, day thue bao, ham cong cap, tru cap, tu cap, tap iem cap, tram MSU; thu hoi day va cap khong s dung e lam gon am bao my quan mang li. Bo tr lng sa cha, giai quyet s co 24/24 gi. So CB-CNV cua phong hien nay la: 15 ngi.
S o 2.2: Mo Hnh To Chc Cong Ty ien Thoai ong Thanh pho

GIAM OC TY IEN THOAI ONG THANH PHO
PHO GIAM OC NOI CHNH PHONG HC-TH PHONG TCCB-L
PHO GIAM OC KINH TE PHONG K.DOANH
PHO GIAM OC KHAI THAC PHONG KT NGHIEP VU PHONG TIN HOC
PHO GIAM OC AU T PG KIEM TRNG CN PG KIEM TRNG CN CN T THU C CN T NHA BE
PHONG TC-KT-TK PHONG VAT T
TT CMTDCTT TT DCH VU KH TT TRUYEN SO LIEU
CN T SAI GON
CN T CAN GI
CN T GIA NH XNG SC-L TBVT OI CAP QUANG
2.2.5 HANG:
GII THIEU TRUNG TAM DCH VU KHACH
2.2.5.1 C cau to chc: TTDKH gom co cac bo phan theo s o sau: S o 2..3: C cau Trung tam dch vu khach hang.
TRUNG TAM DCH VU KHACH HANG
TRNG TRUNG TAM TO TONG HP GIAO DCH SAI GON GIAO DCH GIA NH GIAO DCH CAU O GIAO DCH 426 MINH KHAI TO CHAM SOC KHACH HANG
PHO TRUNG TAM TO THIET KE TO QUAN LY THUE BAO
2.2.5.2 Nhiem vu, quyen han cua TTDVKH: 2.2.5.2.1 Nhiem vu: 1. To chc cac iem giao dch e tiep nhan yeu cau cua khach hang ve cac dch vu ien thoai (lap at, di, dch, chuyen oi vo tuyen sang hu tuyen, chuyen chu quyen, tam ngng, tai lap, g bo, phuc hoi, khoa m hng goi lien tnh, quoc te, dch vu cong them va cac dch vu khac) theo ung quy nh ve the le thu tuc hien hanh. 2. Thiet ke, lap ho s thue bao, giai quyet cac thu tuc nghiep vu va ra phieu cong tac e thc hien cac dch vu ien thoai theo yeu cau cua khach hang va kha nang mang li. 3. Quan ly ho s, c s d lieu thue bao trong pham vi c phan cap cho trung tam. 4. Tiep nhan y kien va giai quyet cac khieu nai cua khach hang lien quan en viec cung cap dch vu, chat lng dch vu, chat lng phuc vu va khieu nai mi.
5. Khai thac d lieu mang cap va danh sach khach hang (theo pham vi c phan cap). 6. To chc tiep th va trien khai thc hien cong tac cham soc khach hang. 7. To chc thu tien cc au noi hoa mang, cc cac loai dch vu kem theo ng day ien thoai, thu cc ien thoai, cc internet. Chi hoan cac khoan cc, ky quy. 8. Quan ly hoa n chng t va thc hien thu nop tien theo quy nh cua Cong ty. 9. Quan ly, khai thac cac trang thiet b va tai san khac c trang b. 10. Thc hien bao cao theo quy nh. 11. Thc hien cac nhiem vu khac theo s uy quyen cua cap tren. 2.2.5.2.2 Quyen han: 1. ieu hanh va quan ly cac to, ieu ong nhan vien trc thuoc trung tam e thc hien nhiem vu c giao. 2. e ngh cac n v trc thuoc Cong ty ien thoai ong thanh pho ho tr cung cap cac so lieu can thiet cho Trung tam e phuc vu cong tac san xuat kinh doanh cua Cong ty ( theo pham vi c phan cap). 3. Phoi hp vi cac n v co lien quan e xuat Giam oc Cong ty xay dng quy trnh mi, ieu chnh cac quy trnh khong con phu hp vi quy nh hien hanh nham ap ng cac nhiem vu c giao. 4. Phoi hp vi cac n v co lien quan giai quyet cac van e phat sinh co anh hng en cong tac phuc vu khach hang ve lap at ien thoai va cac dch vu kem theo ng day ien thoai. 5. c ky tha lenh Giam oc cac van ban giao dch vi khach hang va cac dch vu lien quan theo chc nang nhiem vu c giao. 6. c Giam oc Cong ty ien thoai uy quyen thc hien mot so nhiem vu va quyen han do giam oc Cong ty quy nh cu the bang van ban. 7. c yeu cau giao quyen han e thc hien cac nhiem vu c giao them nham bao am trach nhiem cua Trung tam. 8. e ngh c cung cap ay u nguon lc e hoan thanh nhiem vu. 9. c ky cac van ban theo uy quyen cua Giam oc Cong ty.
2.2.5.3 Noi dung cong viec ang lam cua cac bo phan:
2.2.5.3.1
To tong hp: Cac iem giao dch:
2.2.5.3.2
Giao dch khach hang ve cac van e lien quan en cong tac lap at ien thoai, cac dch vu sau lap at ien thoai... Giai quyet khieu nai nghiep vu ien thoai. Thu cc.
2.2.5.3.3
To cham soc khach hang:
1/ Cong tac tiep th: Thu thap thong tin, lap ke hoach phat trien ien thoai phuc vu chung c, cao oc, khu dan c mi. Khao sat, theo doi tien o, ho tr lap d toan, thi cong mang cap. To chc gii thieu, phat trien dch vu mi. Lap ke hoach, chuan b noi dung, thc hien quang cao khuyen mai (tang qua khach hanh ln, so so...). Tiep xuc, xac nh nhu cau, thc hien thanh toan hp ong oi vi khach hang thue line ngan han. Lap ke hoach tiep th, cham soc khach hang nam ke hoach. 2/ Cong tac cham soc khach hang: Cung cap thong tin cho khach hang (cap bang cc, gii thieu cach phong tranh phat sinh cc ngoai y muon...). Tham mu, e xuat lanh ao giai phap tiep th, cham soc khach hang.
2.2.5.3.4
To thiet ke:
Thiet ke, lap d toan ho s at mi, di, dch, chuyen vo tuyen sang hu tuyen. Cap ma khach hang, ma quan ly cho thue bao mi. Theo doi, quan ly hp ong co thi han. Phoi hp cung cap dch vu ISDN. Giai quyet yeu cau cung cap cap truyen so lieu, lap at ien thoai doanh thac, ien thoai nghiep vu, thue ngan han... Ra soat thu tuc ho s nghiep vu at mi, di, dch, chuyen vo tuyen sang hu tuyen...trc khi trnh lanh ao.
2.2.5.3.5
To quan ly thue bao: Tiep nhan quan ly ho s at mi, sau at mi.
Tiep nhan bien ban nghiem thu ban giao t cac Chi nhanh ien thoai, cac loai phieu cong tac t TT.CMTD-UCTT e ghep vao ho s goc. Soat lai ho s lan cuoi (a ch, ngay thang ky hp ong, ch ky, dau...) trc khi lu. Nhap ho s goc, ma hp ong vao may tnh. Tach hp ong, gi khach hang theo khu vc. Phan loai ho s, xep theo yeu cau chng trnh quan ly (day, tang, o). Truy luc, sao ho s goc, chuyen cac bo phan, n v lien quan e x l khieu nai, thu n kho oi, cung cap dch vu, phuc vu c quan an ninh, ieu tra, Cung cap thong tin lien quan en ho s goc phuc vu cong tac nghiep vu cua cac to giao dch, cham soc khach hang, quan ly thue bao. 2.2.6 CAC DCH VU IEN THOAI DO CONG TY IEN THOAI ONG CUNG CAP: 2.2.6.1 Lap at mi: 2.2.6.1.1 ien thoai truyen thong: - Loai hu tuyen. - Loai vo tuyen co nh. 2.2.6.1.2 Lap at Fax, Tong ai noi bo. 2.2.6.1.3 ien thoai ISDN (Intergrated Sercices Digital Network): La mang so a dch vu, la mot he thong cac mang ien thoai so hoa. He thong cho phep cac d lieu thoai va phi thoai (d lieu, hnh anh, van ban) c truyen tai ong thi bang nhng ket noi so t au cuoi en au cuoi. He thong ien thoai PSTN hien nay truyen tn hieu tng t qua day ien thoai. V du am thanh thoai qua microphone c chuyen thanh tn hieu ien tng t, tn hieu c ieu che va truyen en may thu. Tai may thu, bo phan tn hieu trong handset se chuyen tn hieu ien thanh am thanh thoai. oi vi cac may tnh, thong tin so qua modem se c ieu che thanh dang tng t, sau khi chuyen en may thu, modem se chuyen thong tin tng t lai thanh dang so ban au. Mang ien thoai PSTN tr thanh ISDN khi cac tong ai c nang cap e x ly cac cuoc goi so. Khi o, ng day ien thoai cu van c s dung, nhng mot dang tn hieu khac (tn hieu so) se c truyen tai qua ng day.
Do mang ISDN co ket noi so t au cuoi en au cuoi nen khong b nhieu t ng day ien lc, nhieu do am, sam set, hay nhieu t cac ng day khac. Do o, chat lng va o tin cay cua ISDN cao hn mang ien thoai hien nay. Vi mang ien thoai hien nay, moi thiet b s dung can phai co mot ng day ien thoai rieng. V du, moi ng day cho ien thoai, fax, may tnhe co the ong thi s dung cac dch vu. ISDN co the ket hp, ghep nhieu nguon d lieu so khac nhau e chuyen en cac ch khac nhau. V tn hieu ng day c so hoa, nen de dang tranh nhieu khi thc hien ghep tach nhieu nguon tn hieu. Do o, ISDN co the cung cap mot so cac dch vu khac nhau ma hien tai do nhieu mang khac nhau cung cap. Nhieu thiet b au cuoi khac nhau (toi a 8) co the dung chung mot ng day ien thoai, cho phep s dung ong thi hai kenh thong tin 64 kb/s. do o chi ph lap at se giam khi s dung dch vu ISDN. Nh vao cac kenh bao hieu, toc o cao va kha nang x ly cua tong ai, ngoai cac dch vu mang PSTN hien ang cung cap, ISDN con co the cung cap them cac dch vu khac nh: ien thoai so 7khz, truyen d lieu toc o 128Kb/s, fax G4, videophone, videoconferencing toc o 128Kb/s hay 384kb/s (noi ghep ba ng day ISDN lai vi nhau), cac dch vu cong them nh Sub address, Call Deflection, Advice of Charge, User-User Signalling, Terminal Protability, Incall modification Mang ISDN co cac kenh truyen dan c chuan hoa: Kenh B (bearer channel) (toc o 64Kb/s) mang thong tin d lieu thoai va phi thoai. Kenh D (delta channel) (toc o 16 hay 64 Kb/s) mang thong tin bao hieu, thiet lap cuoc goi, cac thong tin d lieu chuyen mach goi. Kenh H la ket hp cua nhieu kenh B. V du: kenh Ho=6B=384Kb/s, kenh H11=24Bb, kenh H12=30B Toc o c ban (BRI) 2B+D. Toc o chnh (PRI) 30B+D. Bang rong (B-ISDN): toc o ln hn PRI.
Mang ISDN co 3 chuan toc o:
Bat au t tong ai, ng day ien thoai keo en nha thue bao vi khoang cach toi a 5,5km. Tai nha thue bao, day ien thoai c ket cuoi trong mot thiet b ket cuoi mang NT1 (Network Termination 1). NT1 chuyen tn hieu t 2 day thanh 4 day, trong o co 2 day phat, 2 day nhan tn hieu. Mac du co the gan 8 thiet b au cuoi tren 1 ng day ISDN nhng khong the s dung so thiet b au cuoi chiem nhieu hn 2 kenh B cung luc (v du s dung 2 ien thoai hay 1 ien thoai va 1 may fax). oi vi cac TBC cu (dung trong mang tng t nh modem, ien thoai, may fax), phai ket noi thong qua thiet b TA (Terminal Adapter) e chuyen tn hieu tng t thanh tn hieu so. Vi may tnh PC, co the s dung TA nam rieng ben ngoai hay dang card cam vao may tnh. Hien nay, mot so thiet b NT1 c tch hp TA, tc la co the ket noi cac TBC cu va au cuoi so vao cung 1 NT duy nhat. Cac dch vu gia tang: 1/ Chuyen hng cuoc goi. 2/ i cuoc goi. 3/ Trnh bay nhan dang ng day chu goi. Cac dch vu phu: 1/ 3PY (3 Party Conference): hoi ngh ba ben. 2/ MSN (Multiple Subscriber Number): so goi a thue bao. 3/ AOC (Advice Of Charge): thong bao cc ph. AOC-D: charging information during the call. AOC-E: charing information at the end of the call. 4/ MCID (Malicicous Call Identificaiton): nhan dang cuoc goi dung y xau. 5/ CLIP (Calling Line Indentification Presentation): dch vu hien th so may goi tai may b goi. 6/ CLIR (Calling Line Identification Restriction): ngan hien th so may goi tai may b goi. 7/ COLP (Connected Line Indentification Presentation): dch vu hien th so may b goi tai may goi. 8/ COLR (Connected Line Indentification Restriction): dch vu ngan hien th so may b goi tai may goi. 9/ CFB (Call Forwarding Busy): dch vu chuyen cuoc goi khi may ban.
10/ TP (Terminal Portability): dch vu dch chuyen thiet b au cuoi. 2.2.6.2.4 Dch vu kenh thue rieng (KTR): KTR la dch vu cung cap mot kenh truyen dan dung rieng mot toc o xac nh, cho phep khach hang s dung cac hnh thc lien lac Vien thong theo hnh thc iem noi iem co nh. Kenh thue rieng c thiet lap thong qua cac phng thc truyen dan c xay dng trc tren mang Vien thong. Kenh truyen dan co the c to chc thong qua 1 hay nhieu phan oan kenh truyen, co the ket noi qua 1 hay nhieu gia au noi hoac cac trung tam truyen so lieu nhng khong s dung so cua cac thiet b chuyen mach hay thiet b au cuoi. Phan loai: 1. Theo ac iem tn hieu tren kenh va toc o kenh co the phan cac chung loai KTR:

Thue rieng 1 kenh am tan (truyen tn hieu thoai)kenh toc o thap < 56 kbps. TKR truyen so lieu so toc o thap.
KTR truyen so lieu so toc o cao.
2. Can c v tr ni at thiet b au cuoi cua khach hang: KTR noi tnh. KTR lien tnh. KTR quoc te.
3. Phng thc khai thac, muc ch s dung KTR: Muc ch lien lac Vien thong theo phng thc iemiem, loai tn hieu truyen tren KTR khong han che. Lam ng ket noi internet en IAP, ISP trong nc. Lam ket noi truy nhap trc tiep en PSTN. Phng thc truyen:
Phan kenh noi tnh: s dung cap ong, cap si quang hay thiet b vi ba cua BT, TP hoac s dung mang truyen dan KTR (neu co) e ket noi KTR. Phan kenh truyen dan noi tnh la phan kenh truyen t au cuoi nha khach hang en iem truy nhap thong tin truyen dan noi tnh cua BT, TP co au cuoi khach hang. Phan kenh lien tnh: s dung cac he thong truyen dan cap quang hay thiet b vi ba cua VTN. Phan kenh truyen dan lien tnh la phan kenh ket
noi gia cac thiet b ien ai lien tnh at tai Bu ien a phng co cac au cuoi khach hang. Phan kenh quoc te: s dung mang truyen dan ket noi KTR quoc te va cac thiet b ve tinh hay cap quang bien do VTI quan ly. Phan kenh truyen dan quoc te la phan kenh truyen dan tnh t cac node truy nhap mang KTR thuoc cac trung tam truyen dan quoc te (ITMC 1,2,3 do VTI quan ly) en cac gate ket noi qua ve tinh hay cap quang bien i quoc te. 2.2.6.1.5 Dch vu trung ke so: 2.2.6.2 Dch vu sau lap at: 2.2.6.2.1 Chon so ien thoai hoac oi so bat ky: Cong ty cung cap dch vu chon so ien thoai cho nhng khach hang co nhu cau. Ngoai ra, cac khach hang cung co the yeu cau oi mot so ien thoai bat ky khac so vi so ien thoai ang s dung. 2.2.6.2.2 Chuyen chu quyen ng day ien thoai: Khi khong con nhu cau s dung hoac v ly do nao khac, khach hang lien he vi Cong ty e c hng dan thu tuc chuyen chu quyen thue bao ng day ien thoai cho ngi khac tai cung a ch at may. 2.2.6.2.3 Di dch ien thoai, Fax, Tong ai noi bo: Khi chuyen a iem trong pham vi toan thanh pho, khach hang lien he Cong ty e c hng dan thu tuc di ng day ien thoai va cac TBC en a ch mi. 2.2.6.2.4 so: Thue lai so ien thoai sau khi di va oi
Nhng khach hang a di ng day ien thoai va s dung so ien thoai mi, muon dung lai so ien thoai cu e khong b mat thong tin trong thi gian va mi di va oi so, co the s dung dch vu thue lai so ien thoai cu. Co the chon mot trong hai dch vu sau: - Chuyen tat ca cac cuoc goi t so may cu ve so may mi. - Cac cuoc goi vao so may cu se c chuyen vao hop th thoai, ngi goi en se c nghe cau thong bao ghi san li ch dan ve so may mi. 2.2.6.2.5 Thue ngan han ng day ien thoai va thiet b au cuoi:
e phuc vu cho cong tac trien lam, hoi chKhach hang co the thue ng day ien thoai va cac thiet b au cuoi vi thi han tnh theo ngay, tuan, thang. 2.2.6.2.6 Tam ngng, tai lap may ien thoai: Khach hang yeu cau tam ngng s dung ien thoai trong thi gian toi a khong qua 180 ngay. Khi co nhu cau s dung lai, khach hang yeu cau tai lap lai may. Lu y: nham am bao quyen li cua quy khach, nhng trng hp thay oi ve ten, a chQuy khach can lien he Cong ty e giai quyet. 2.2.6.3 Dch vu cong them: e s dung c dch vu cong them khach hang can: Co may ien thoai he Tone; ngoai cac phm so t 0 en 9, con co 2 phm chc nang la phm * va phm #. ang ky trc tai cac iem giao dch cua Cong ty ien thoai ong. Thao tac ung nh hng dan. Sau khi thao tac, neu khi nghe am hieu tu lien tuc la a thanh cong.
1/ 2/
Quay so tat: Quay t 1 en 3 ch so thay v phai quay ca day so. Bao chuong hen gi: May ien thoai se reng chuong khi en gi hen ma chu may cai at trc. Cai at tren may ien thoai trc gi hen t nhat 15 phut. Dch vu nay khach hang co the t thc hien tren may ma khong can ang ky trc vi Cong ty ien Thoai ong.
3/
am thoai tay ba: Ngi ang ky dch vu nay co the goi cung luc 2 so may khac nhau e ba ngi cung am thoai.
4/
Chuyen cuoc goi tam thi: Khi may ban hoac khong tra li hoac trong moi trng hp eu c chuyen en mot may khac c ch nh trc.
5/
Thong bao cuoc goi en trong khi am thoai: Trong khi ang am thoai, khach hang nhan c tn hieu thong bao co cuoc goi en va co the tiep nhan cuoc goi nay.
6/ Thong bao vang nha:
May se co cau thong bao t ong Chu may nay hien ang i vang, xin vui long goi vao luc khac khi co cuoc goi en. 7/ Ngan hng goi quoc te, lien tnh, 1080, 1088, TD, VNN, 171 bang ma rieng: 8/ Truy tm so goi en: Cho phep chu may ien thoai biet c so may goi en bang cach ang ky trc vi Cong ty. 9/ Hien th so goi en: Cho phep chu may ien thoai biet c so may goi en qua hop hien th so goi en c gan vao ng day ien thoai. 10/ ng day nong: May ien thoai se c ket noi vi mot may ien thoai a ang ky trc o ngay lap tc hoac 5 giay sau khi nhac ong nghe ma khong can quay so. 11/ Tn hieu ao cc: Dung cho thiet b tnh cc, may em xung cc cua ien thoai cong cong, trung ke tong ai noi bo. 12/ Nhom lien tu: Mot nhom may au lien tu vi nhau, c ai dien bi mot so may chnh. Khi goi en so may chnh th cuoc goi se c chuyen en bat ky so may nao ranh trong nhom. 13/Ngan hng goi i, en: Ch cho phep nhan cuoc goi en hoac ch cho goi i. CAC DVVT KHAC THC HIEN TREN NG DAY IEN THOAI: 1/ Internet: La mot he thong gom cac mang thong tin may tnh c lien ket vi nhau tren pham vi toan the gii theo giao thc TCP/IP thong qua cac he thong vien thong. Cung cap cho khach hang cac dch vu c ban cua internet qua ng day ien thoai nh: th ien t (e-mail), truyen tap tin d lieu, truy nhap t xa, truy nhap c s d lieu theo cac phng thc khac nhau. a- Dch vu internet VNN. b- Dch vu Goi VNN (trong nc va quoc te). c- Dch vu VNN ISDN 1267. 2/ Hop th thoai Voicelink:
a- Hop th ien thoai ao. b- Hop th thoai-tra li cuoc goi. c- Hop th thong tin. 3/ Dch vu thong tin giao duc qua ien thoai. 2.2.7 PHAN TCH TNH HNH SAN XUAT KINH DOANH CUA CONG TY GIAI OAN 1996-2002: 2.2.7.1 Tnh hnh hoat ong san xuat kinh doanh giai oan 1996-2002: 2.2.7.1.1 Tnh hnh phat trien mang li 1996-2002: Giai oan oi mi va tiep can thong tin hien ai (1986-1992): Mang li vien thong a m rong va lap at cac thiet b hien ai tren mang li nh lap at tong ai ALTEX 5 ALGA, s dung cac loai may TELEX TX 20, thay cac tong ai PABX khai thac nhan cong bang tong ai t ong, lap at cac tong ai ien t STAREX, tong ai dung lng 45.000 so E10B va EWSD e phuc vu va phat trien them thue bao. Ngoai ra con xay dng them ng cap quang gia cac tong ai nay vao nam 1991, tao ra mot bc tien quan trong ve mat ky thuat. Song song vi viec au t cac tong ai mi, Cong ty con phat trien cac loai hnh dch vu nham ap ng nhu cau cua khach hang. Giai oan tang toc va phat trien (1993 en nay). Mang ien thoai Thanh pho trc khi bc vao thc hien chien lc tang toc o phat trien, cac dch vu vien thong con ngheo nan, mang truyen dan chu yeu dung cap ong, chat lng ket noi kem. oi mi cong nghe, hien ai hoa mang li trong cac nam qua c Nha nc va Nganh Bu ien quan tam ac biet, au t trang b cac thiet b tong ai ien thoai ien t, he thong truyen dan cap quang, vi ba so, kenh ve tinhtren c s thiet b chuyen mach truyen dan hien ai, chat lng cao va phat trien c nhieu dch vu vien thong ap ng yeu cau cua khach hang. giai oan nay, Cong ty ien thoai ong noi rieng va Nganh Bu ien noi chung a gat hai c nhieu thanh cong trong viec hien ai hoa mang li vien thong. Cong ty a au t hau het cac cong nghe hien ai nhat cua cac hang ng au the gii nh: Siemens, Alcatel Mang li vien thong Thanh pho hoan toan c so hoa va mang tong ai c bao phu 100% cac xa phng, quan huyen, thanh pho. ien thoai noi hat co toc o
tang nhanh, co the noi ay la mot giai oan ma cong ty a tao c mot s ot pha ve au t cong nghe nham ap ng c cac chng trnh muc tieu kinh te xa hoi do Nha nc e ra. 2.2.7.1.2 thoai: Phat trien va hien ai hoa mang ien Bang 2.1 : Dung lng khai thac.
Nam 1996 1997 1998 1999 Dung lng 250.0 330.00 430.0 500.0 tong ai 00 0 00 00 Dung lng khai 210.0 270.00 340.0 395.0 thac 00 0 00 00 Ty le khai 84% 78,79 79,09 79% thac % % Toc o phat 128% 125% 116% trien Toc o bnh 117% quan (Nguon: Bao cao tong ket cua Cong ty) 2000 538.0 00 439.0 00 81,6 % 111% 2001 570.0 00 490.0 00 85,96 % 112% 2002 650.0 00 550.0 00 84,62 % 112%
Bieu o 2.1
So 600.000 550.000 500.000 450.000 400.000 350.000 300.000 250.000 200.000 150.000 100.000 50.000
: Dung lng khai thac qua cac nam.

6 .00 00 0 49 00 0.0 3 .00 95 0 27 00 0.0 3 .00 40 0 43 00 9.0 55 00 0.0
2 .00 10 0
0 1996
1997
1998
1999
2000
2001
2002
KH 2003
Na m
Qua bieu o tren ta thay dung lng khai thac qua cac nam cua Cong ty ien thoai ong ngay cang tang chng to nhu cau s dung ien thoai tren th trng Thanh pho ngay cang cao. Trong thi ky mi, mang li do Cong ty ien thoai ong quan ly a phat trien nhanh ca ve so ai tram, dung lng thiet b tong ai va dung lng khai thac tang eu qua cac nam. Nam 1996, dung lng khai thac la 210.000 so, d kien en cuoi nam 2003 dung lng khai thac at 600.000 so, tang 2.86 lan. Hien nay, cung vi s phat trien cua xa hoi, nhu cau s dung cac dch vu thong tin ngay cang tang, trong o co ien thoai. Mat khac, viec xay dng cac ham cong cap e keo cap truc t tong ai khong ap ng c toc o phat trien neu tren. e khac phuc tnh trang nay, Cong ty ien thoai ong a a vao hoat ong hai he thong ien thoai song song: hu tuyen co nh va vo
tuyen co nh. He thong vo tuyen co nh gom hai loai: Hughes va Nortel s dung phng thc tiep can vo tuyen thi iem hien nay nham giai quyet nhu cau s dung ien thoai cua khach hang oi vi cac khu vc mang cap khong u kha nang ap ng. Tuy nhien, he thong vo tuyen co nh van cha thu hut c khach hang, kha nang phat trien cham mac du a co nhieu bien phap tch cc va cai tien chat lng phuc vu. Bang 2.2 : Tong ket dung lng ien thoai. (Tnh en au nam 2003)
n v: so Ch tieu Hu tuyen 600.000 Vo tuyen Hughes Nortel 28.000 22.000 9.000 40,9% 1,63% Tong cong 650.000 550.000 84,62% 100%
Dung lng tong ai Dung lng khai 520.000 21.000 thac Hieu suat khai 86,67% 75% thac % tong hieu suat 94,55% 3,82% khai thac (Nguon: Bao cao tong ket cua Cong ty)
Bieu o 2.2 : Ty le dung lng khai thac. (Tnh en au nam 2003)

94.55% H Tu u ye n Hu h s ge No l rte
1.63% 3.82%
2.2.7.2 Phan tch hieu qua hoat ong san xuat kinh doanh: Doanh thu cc qua cac nam t 1996-2002: Bang 2.3 : Doanh thu cc.
Nam Doanh thu (ty ong) Toc o phat trien (%) Toc o bnh quan (%) (Nguon: Bao cao tong ket cua Cong ty) 199 6 1.40 0 199 7 1.50 0 107 % 199 8 1.58 5 106 % 199 200 9 0 1.73 1.82 0 0 109 105 % % 106% 200 1 1.92 5 106 % 200 2 2.01 5 105 %
Bieu o 2.3
: Doanh thu at c nam 1996-2002.

Ty o g n 2 0 .2 0 2 0 .1 0 2 0 .0 0 1 0 .9 0 1 0 .8 0 1 0 .7 0 1 0 .6 0 1 0 .5 0 1 0 .4 0 1 0 .3 0 1 9 1 9 1 9 1 9 2 0 2 0 2 0 KH2 0 96 97 98 99 00 01 02 03
Na m
Nhn vao bieu o, ta thay doanh thu cua Cong ty tang len mot cach ang ke va toc o tang kha cao. ieu o chng to Cong ty ien thoai ong thc s vng manh va co nhng chien lc phat trien ung an, ac biet la hoat ong co hieu qua ve mat kinh te xa hoi. Chung ta thay rang doanh thu tang la do dung lng ien am nhieu, nhu cau s dung ien thoai cung nh cac dch vu vien thong khac ngay cang phat trien. Mat khac do Cong ty ien thoai ong a manh dan trong viec au t cac cong nghe hien ai nham hp ly hoa qua trnh san xuat kinh doanh nen ngay cang ap ng c nhu cau cang cao cua khach hang. Tuy nhien, co mot thc te la toc o phat trien doanh thu cc co xu hng giam (so tuyet oi van tang) so vi cac nam trc. ieu nay do cac nguyen nhan nh: Khung hoang tai chnh trong khu vc trong nhng nam va qua a anh hng en nen kinh te nc ta. Thu nhap, chi tieu cua xa hoi v the cung giam hn trc, trong khi Bu ien la nganh kinh doanh phuc vu. S phat trien cua mang ien thoai di ong. Cc ien thoai giam do co nhieu oi thu canh tranh. T thc te tren, Cong ty a tm ra hng i mi. o la phat trien lap at may ien thoai nham kch thch nhu cau s dung ien thoai, t o duy tr toc o tang trng cao doanh thu. Hien nay, Cong ty ang khuyen khch s dung rong rai ien thoai, gia cc lap at a giam cho phu hp vi kha nang cua ngi dan. Bang 2.4 : So may ien thoai lap at qua cac nam.
Nam So may ien thoai (may) Toc o phat 1996 69.5 00 1997 62.0 00 89% 1998 65.0 00 105 1999 63.0 00 97% 2000 50.0 00 79% 2001 52.0 00 104 2002 53.0 00 102
Luan van tot nghiep Chng 2: Khao sat thc te trien (%) % Toc o bnh 96% quan (%) (Nguon: Bao cao tong ket cua Cong ty) % %
Bieu o 2.4: Tnh hnh lap at ien thoai qua cac nam.
So y ma 80.000 70.000 60.000 50.000 40.000 30.000 20.000 10.000 -
1996199719981999200020012002 KH 2003
2.3
PHAN TCH CHAT LNG HOAT ONG CUNG CAP DCH VU IEN THOAI CO NH.
IEN THOAI CO NH:
2.3.1 HIEN TRANG TH TRNG CUNG CAP DCH VU
Hien nay, mang Vien thong a trai rong khap Thanh pho, en tan xa, phng (mo hnh iem Bu ien van hoa xa). Mang li cua Cong ty khong ch dng lai cung cap dch vu truyen thong ma con cung cap nhieu dch vu mi, dch vu gia tr gia tang, nhat la cac dch vu s dung cong nghe ky thuat hien ai nham ap ng nhu cau ngay cang cao cua khach hang vi chat lng va phng hng phuc vu hoan thien hn. Ben canh, viec nang cao quy mo, toc o tang trng tren th trng dch vu Vien thong luon phat trien mc cao, tuy nhien toc o tang trng co s khac nhau gia cac khu vc th trng, chu yeu tap trung trung tam thanh pho, khu cong nghiep, khu o th mi, khu ong dan c. Mang vien thong thanh pho gom co: thiet b chuyen mach, thiet b truyen dan va thiet b thue bao. Thiet b chuyen mach c s dung mang TPHCM gom 3 loai chnh, o la he thong chuyen mach ALCATEL 1000E10 cua hang ALCATEL (Phap), EWSD cua hang SIEMENS (c) va NEAX61 cua hang NEC (Nhat). - 6 tram HOST loai A1000E10 Sai Gon, Gia nh, Bnh Thanh, Khanh Hoi, Hai Ba Trng, Ba Queo vi tong so 18 tram ve tinh CSND va CNE.
- 6 tram HOST loai EWSD lap at tai Thu c, Ch Ln, Hung Vng, Tan Bnh, Tran Hng ao, Pham The Hien vi tong so 19 tram ve tinh RDLU. - 6 tram HOST loai NEAX61E tai An Nhn va Tham lng vi tong so 5 tram ve tinh. Bang 2.5: ac iem cua cac he thong chuyen mach.
Ch tieu Dung lng thue bao toi a Nang lc x ly toi a Cap ve tinh A1000E10 200.000 thue bao 1.000.000 BHCA CSND (5120) CNE (512) Toi a 2048 PCM 25.000 Erlang R22 (ISDN) EWSD 250.000 thue bao 1.700.000 BHCA RDLU (5.500) RCU (5.500) T-S-T, T-S-S-T/T-S-SS-T 25.000 Erlang V10 (CHILL) NEAX61E 100.000 thue bao 750.000 BHCA RSU (27.000) RLU (3.600) T-S-S-T
Trng chuyen mach Kha nang lu thoat Phan mem s dung (Nguon: Bai giang to chc san xuat vien thong-HVCNBCVT)
Thiet b truyen dan dung e ket noi TBC vi tong ai, hay gia cac tong ai e thc hien truyen a cac tn hieu ien. Thiet b truyen dan co the chia lam hai loai: Thiet b truyen dan pha thue bao: dung moi trng truyen la cap kim loai, tuy nhien trong mot so trng hp moi trng truyen la cap quang hoac vo tuyen (vi ba, ve tinh). Cap quang c s dung cho cac thue bao co nhu cau truyen d lieu toc o cao, con vo tuyen c dung cho nhng tuyen truyen dan co a hnh kho co the keo cap c.
-
- Thiet b truyen dan qua giang: co the dung he thong cap quang, cap ong truc, vi ba, thong tin ve tinh Thiet b au cuoi: may ien thoai, may Fax, may tnh, tong ai PABX. Trong nhng nam gan ay, theo xu hng t do hoatoan cau hoa, tren th trng Vien thong a xuat hien nhieu nha khai thac mi: Cong ty ien t Vien thong Quan oi (VIETEL), Cong ty co phan dch vu Bu chnh Vien thong (SPT), Cong ty Vien thong ien Lc (ETC), Cong ty truyen thong ien t Hang Hai (VISHIPEL),... VIETEL va SPT bat au hoat ong t nam 1999. VISHIPEL c cap giay phep hoat ong t thang 08/2000.
Cac Cong ty nay c cung cap ca dch vu Bu chnh va Vien thong, nhng Cong ty nay canh tranh chu yeu cac dch vu mi vi VNPT nh: dch vu ien thoai co nh: co SPT, VOIP: 177,178,179,175; va ien thoai di ong noi vung: co SPT. Vi dch vu VOIP th oi thu nang ky nhat cua VNPT la VIETEL, chung ta co the nhn vao d lieu di ay e thay s chia bt san lng, th phan cua VNPT t khi VIETEL xuat hien. Bang 2.6: San lng ien thoai 2 chieu Ho Ch MinhHa Noi.
VT: trieu phut

Thang/ nam PSTN 178 171 177 Tong cong 5,2 41 5,3 10 5,1 50 4,8 57 5,5 24 5,1 58 5,5 38 5,3 44 5,9 16 6,1 73 6,1 23 11/ 00 3,3 48 1,8 93 12/ 00 3,3 30 1,9 80 01/ 01 3,3 14 1,8 36 02/ 01 3,0 61 1,7 96 03/ 01 3,4 53 2,0 71 04/ 01 3,1 18 2,0 40 05/ 01 3,2 40 2,2 98 06/ 01 2,9 78 2,3 66 07/ 01 2,8 79 2,2 15 0,8 22 08/ 01 2,8 64 2,1 81 1,1 28 09/ 01 3,4 01 1,7 24 1,2 95 10/ 01 2,3 00 1,9 00 1,3 00 0,7 00 6,2 00 11/ 01 2,5 30 1,9 95 1,4 30 0,7 56 6,7 11
(Nguon: VNPT)
Ghi chu: PSTN: dch vu ien thoai truyen thong cua VNPT, truyen tin theo phng thc cu. Cac dch vu: 171, 177, 178 la loai dch vu truyen tin theo phng thc mi VOIP (Voice over internet protocol). 171: 177: 178: 175: dch dch dch dch vu vu vu vu cua cua cua cua VNPT. SPT. VIETEL. VISHIPEL.
2.3.2 CHAT LNG HOAT ONG CUNG CAP DCH VU IEN THOAI CO NH: Cuoi nam 2002, Cong ty ien thoai Thanh pho a tach thanh Cong ty ien thoai ong va Cong ty ien thoai Tay Thanh pho theo quyet nh so 4351/Q-TCCB cua TCT BCVTVN. Cung vi thi gian tach cong ty, cong tac bao cao cham iem dch vu vien thong-tin hoc cac n v trong Cong ty ien thoai ong mi c thc hien. Chnh v vay, bao cao tong hp chat lng ch thong ke c hai
quy au nam 2003, con nhng nam trc o Cong ty khong co lap bao cao. 2.3.2.1 Chat lng dch vu: 2.3.2.1.1 Dch vu truyen thong: Ke t nam 1993, vi chu trng cua VNPT la i thang vao cong nghe hien ai, cap nhat vi trnh o the gii, chu ong tch cc tm moi nguon von cho phat trien, ch trong mot thi gian ngan, mang Vien thong Thanh pho a thay oi can ban t mang Analogue (ky thuat tng t) sang mang Digital (ky thuat so) hien ai, t o chat lng cac dch vu Vien thong co bc thay oi ln. A/ So lan cho phep s co cua kenh thoai: Theo tieu chuan quy nh: c 100 kenh thoai th trong mot nam cho phep toi a 10 s co. Can c vao Bang bao cao chat lng dch vu, ta co so tong hp bang nh sau:
Bang 2.7: So lan s co cho phep cua kenh thoai.

Ch tieu So lan cho phep s co Chuan quy nh < = 10 s co/100 kenh/na m Mc at c Quy Quy I/2003 II/2003 2,38 4,3 Ghi chu Quy I/2003 QuyII/2003
1.956 kenh 3.651 kenh b s b s co/328.811 co/336.802 kenh kenh thoai/ 3 thoai/3 thang thang (Nguon: Bao cao cham iem chat lng cua Cong ty)
Da vao d lieu tren ta thay rang, ca hai quy au nam 2003 so s co cua kenh thoai eu khong vt qua chuan quy nh. So s co cua kenh thoai cua quy II cao hn quy I. Hng phan au trong hai quy con lai la lam giam toi a s co e nang cao chat lng cua kenh thoai. B/ Thi gian ch lap at thiet b au cuoi: Theo chuan quy nh, thi gian lap at TBC thanh pho, tnh khong qua 10 ngay lam viec; th tran, huyen khong qua 15 ngay; lang xa khong qua 25 ngay. Theo Bao cao chat lng ta co bang sau: Bang 2.8: Thi gian ch lap at thiet b au cuoi.
Ch tieu Chuan quy nh Mc at c Quy Quy I/2003 II/2003 Ghi chu Quy I/2003 QuyII/2003
Luan van tot nghiep Chng 2: Khao sat thc te TG lap 97,6% 97,8% 6.287 may at: < 10 co -TP, ngay TGL<10 tnh < 15 ngay -TT, ngay 6.642 may huyen < 25 lap at -Lang, ngay trong quy xa (Nguon: Bao cao cham iem chat lng cua Cong ty) 11.216 may co TGL<10 ngay 11466 may lap at trong quy
Thi gian nay phu thuoc rat nhieu yeu to n v lap at va khach hang nh: cap n v co ap ng yeu cau khong, v tr nha khach hang...va phai thc hien theo ung quy trnh sau: Quy trnh lap at may ien thoai: (xem mau yeu cau lap at ien thoai phu luc 2.7 trang 122) Tien nhan ho s lap at ien thoai. Phat hanh giay bao. Thanh toan cc ph lap at. Phat hanh ho s lap at & trnh ky hp ong. Thc hien phieu cong tac. Hoan tra phieu cong tac.
TPHCM, thong thng quy trnh nay c thc hien trong thi gian 1 tuan (7 ngay). Khach hang nop n xin lap at ien thoai giao dch TTDVKH. ay se bao cho bo phan phong tin hoc. Chi nhanh ien thoai ni khach hang yeu cau cap nhat thong tin nay se c nhan vien en khao sat a ban, sau o bao lai cho phong tin hoc. TTDVKH se lap giay bao en khach hang. Khach hang nhan c giay bao lap at ien thoai se en thanh toan cc ph lap at. Khi thu tuc lap at khach hang hoan tat, ho s lap at c phat hanh. Nhan vien chi nhanh ien thoai se thc hien theo phieu cong tac c yeu cau. Sau khi lap at xong se hoan tra phieu cong tac ve n v. Theo bao cao th trong quy II co nhieu may c lap at at ch tieu thi gian quy nh (khong vut qua 10 ngay lam viec). C/ Thi gian ch sa cha: Theo chuan quy nh, thi gian ch sa cha thanh pho, tnh khong qua 12 gi; th tran, huyen khong qua 24 gi; lang, xa khong qua 48 gi. Theo bao cao chat lng, ta co bang sau: Bang 2.9: Thi gian ch sa cha.
Ch tieu TG ch Chuan quy nh Mc at c Quy Quy I/2003 II/2003 Ghi chu Quy I/2003 QuyII/2003 42.408 60.725 may
Luan van tot nghiep Chng 2: Khao sat thc te sa 93,91% 91,2% may co co TGSC<12 cha: < 12h TGSC<12 gi/66.554 -TP, < 24h gi/45.159 tong may tnh < 48h tongmay sa -TT, <10% 6,09 5,4 sa huyen -Lang, xa Ty le KH ch SC lau hn TGQ (Nguon: Bao cao cham iem chat lng cua Cong ty)
Khi may ien thoai cua khach hang b s co th khach hang goi TTHTKH ( T 119) e bao h. Tong ai se tiep nhan yeu cau t khach hang, sau o chuyen yeu cau nay en chi nhanh ien thoai lien quan. D/ Cac thong so au noi cuoc goi: Trong thang 07/2003, Bu ien TPHCM a mi Ban o kiem chat lng, thuoc Cuc quan ly chat lng Bu chnh Vien thong & Cong nghe thong tin, tien hanh o kiem cac thong so ky thuat thuoc mang PSTN (Cac thong so au noi cuoc goi, Ch tieu cuoc goi b ri, Chat lng tnh cc, Chat lng thoai). Theo bao cao ket qua o kiem th cac thong so eu at chat lng theo tieu chuan Nganh quy nh. Di ay la thong ke ve cac thong so au noi cuoc goi trong 2 quy au nam 2003:
D1/ Thi gian ch mi quay so: Bang 2.10a: Thi gian ch mi quay so.
Chuan quy nh Ch tieu Thi gian ch mi quay so 95% khong vt qua A < 400ms 600ms B < 800ms 1.000 ms Mc at c Quy I/2003 QuyII/2003 Tai chuan A ai TDU 141ms ai alcatel <400ms B ai Alcatel < 800ms A ai TDU 141ms ai Alcatel <400ms B ai Alcatel < 800ms
ai vo tuyen co nh TDU s dung tone gia
Luan van tot nghiep Chng 2: Khao sat thc te (Nguon: Bao cao cham iem chat lng cua Cong ty)
D2/ Thi gian ch hoi am: Phng phap o thi gian mi quay so va thi gian ch hoi am la dung cac thiet b o chuyen dung va ghi lai ket qua hoac dung phng phap nhan cong (cac ong ho khi-dng). Phep o can tien hanh tai cac gi cao iem va cac gi roi trong ngay. Theo bao cao chat lng, ta co bang sau: Bang 2.10b: Thi gian ch hoi am.
[
Ch tieu TCA 95% khon g vt qua
Chuan quy nh A < 100ms 150ms B < 150ms 800ms
Trung bnh
Mc at c Quy I/2003 QuyII/2003 Tai chuan A B A B ai TDU ai GDI ai ai GDI 151ms 384,6ms TDU151ms 384,6ms ai ai BTH ai WTD ai BTH WTD150ms 404,2ms 150ms 404,2ms ai GDI ai BQU ai GDI ai BQU 380,9ms 386,9ms 380,9ms 386,9ms ai BTH ai BTH 374,7ms 374,7ms ai BQU ai BQU 382,9ms 382,9ms ai HBT, ai HBT, BTQ, BTQ, TQD< 700ms TQD< 700ms 287,9ms 391,9ms 287,9ms 391,9ms
(Nguon: Bao cao cham iem chat lng cua Cong ty)
D3/ Ty le so lan chiem mach thanh cong: Bang 2.10c: Ty le so lan chiem mach thanh cong.
Ch tieu Chuan quy nh > 95% Mc at c Quy I/2003 Quy II/2003 ai TDU 99% ai HBT <99% ai TQD 99,72% ai BTQ 99,01% ai WTD 99,9% ai BQU 99% 99,27%
ai TDU 97% ai GDI Ty le so lan chiem 99,08% mach thanh cong ai BTH 99,09% ai HBT <99% ai TQD 99,72% ai BTQ 99,01% Trung bnh 98,82% (Nguon: Bao cao cham iem chat lng cua Cong ty)
D4/ Ty le so lan thong mach: Bang 2.10d: Ty le so lan thong mach.

Chua n Ch tieu Quy I Mc at c Quy II Mc bnh Quy I trung Quy II

Noi hat > 95% ai LTJ 98%, ai TDU 93%, ai WTD 98,04%, ai GDI 98,03%, ai BTH 97,2%, ai HBT 99,2%, ai TQD 98,72%, ai BTQ 99,31% ai LTJ 95%, ai GDI 96%, ai BTH 95,01%, ai HBT 98,6%, ai TQD 97,63%, ai BTQ 97,25% ai LTJ 92%, ai GDI 97%, ai BTH 95,7, ai TQD 95,29%, ai BTQ 96,95% ai LTJ 97%, ai TDU 97%, ai WTD 95,14%, ai GDI 98%, ai BTH 98%, ai HBT 99,2%, ai TQD 98,72%, ai BTQ 99,31%, ai BQU 97% ai LTJ 95%, ai GDI 96%, ai BTH 95%, ai HBT 98,6%, ai TQD 97,63%, ai BTQ 97,25%, ai BQU 95% ai LTJ 92%, ai GDI 97%, ai BTH 93%, ai HBT 95,7%, ai TQD 95,29%, ai BTQ 96,95%, ai BQU 92%
97,69 %
97,71 %
Lien tnh
>94 %
96,58 %
96,35 %
Quoc te
>90 %
95,39 %
94,56 %
Ghi chu: LTJ: Local Tandem 1 ALCATEL: Tong ai (Phap) HBT: Hai Ba Trng GDI: Gia nh TQD: Tran Quang Dieu BTQ: Ba Huyen Thanh Quan BQU: Ba Queo TDU: Thu c WTD:Vo Tuyen Thu c BTH: Bnh Thanh 2.3.2.1.2 Tnh hnh s dung dch vu cong them: Xa hoi ngay cang phat trien ngi dan cang s dung nhieu hn cac phng tien thong tin lien lac e co the cap nhat moi thong tin va nhanh, va de dang & ho san sang tra tien cho ieu nay. Chnh v vay, cac dch vu hien co se mau chong la cac dch vu hien nhien phai dung, khong con la mong c cua khach hang na, ma ho oi hoi cao hn va a dang hn. May nam gan ay nh ap dung cong nghe mi (co nhieu phien ban mi: Acatel: R22 c thay bang R24; Siemens: V10 c thay bang V15), VNPT a m them nhieu loai dch vu Vien thong i kem vi dch vu truyen thong goi la dch vu cong them (a trnh bay phan au). Theo thong ke ve tnh hnh s dung dch vu cong them TTDVKH, ta co bang sau: Bang 2.11: Tnh hnh s dung dch vu cong them.
Ch tieu Tong so may s dung dch vu So may Quy Quy I II 5.061 5.199 Chenh lech +/Ty le +138 +2,7%
(Nguon: Bao cao cua Cong ty)
So sanh gia so may co s dung dch vu cong them vi so may ang khai thac tren mang, ta thay so may nay ch chiem mot ty le nho. Nhn vao so lieu khiem ton tren, ta co the nhan thay mc o hieu biet ve cac dch vu nay con han che, khach hang cha biet en nhieu hoac cha thay het mc o tien ch cua cac dch vu cong them. Ngoai ra mot nguyen nhan na la do mc cc hien hanh cac dch vu cong them nay khong phu hp vi thu nhap cua ngi dan vung o. Mac du, trong thi gian va qua dch vu cong them c a vao khai thac nhng cha khai thac het tiem nang cua dch vu. Neu c au t khai thac ung mc th dch vu nay se em lai mot khoan doanh thu na cho Cong ty. Muon vay, Cong ty phai au t gii thieu rong rai cho khach hang nam ro li ch cua dch vu, tang cng cac hoat ong quang cao, khuyen maibang nhieu hnh thc e thu hut khach hang. Chung ta co the tham khao Bang cc cac dch vu gia tr gia tang, gia di ng day & chuyen chu quyen ISDN va phieu yeu cau cung cap dch vu ien thoai cong them phu luc 2.3 va phu luc 2.6 trang 112 va trang 120). Cong ty d tnh se cho ra mat khach hang Trang web cung cap dch vu trong thi gian sap ti, nham giup khach hang thuan tien cap nhat thong tin va thu tuc cung cap dch vu c nhanh chong hn. Trang web d tnh se trnh bay cac noi dung sau: Dch vu (ten dch vu, hnh thc, thu tuc, iem giao dch), Tin tc (lap at, ac iem), Forum, ho tr
2.3.2.1
Chat lng phuc vu:
2.3.2.2.1 Mc o ay u (phong phu) cua cac phng tien thong tin: Nh a trnh bay, chat lng dch vu khong ch la s tuan thu cac ac tnh, quy luat cua san pham ma con la s tuan thu nhng yeu cau do ngi s dung at ra. Mot trong nhng yeu cau o la mc o ap ng nhu cau, mc o tiem can cac phng tien thong tin en khach hang, thai o phuc vu cua nhan vien Thc trang ve ch tieu nay trong cac nam qua theo so lieu thong ke, d bao en nam 2020 nh sau: D bao phat trien bu cuc: Bang 2.12: So bu cuc.
Nam 1995 2000 2005 2010 2015 2020
TPHCM
120
171
210
250
305
372
(Nguon: Chien lc phat trien Nganh)
Ch tieu mat o Bu cuc: Bang 2.13: Ban knh phuc vu bnh quan 1 Bu cuc.
1995 B BK u phu cu c c vu (ca ( k i) m) TPHC 2.0 12 2,3 M 56 0 4 (Nguon: Chien lc phat n v Die n tch (km 2 ) 2000 2005 B BK B BK u phu u phu cu c cu c c vu c vu (ca ( k (ca ( k i) m) i) m) 17 1,9 21 1,7 1 6 0 7 trien Nganh) 2010 B BK u phu cu c c vu (ca ( k i) m) 25 1,6 0 2 2015 B BK u phu cu c c vu (ca ( k i) m) 30 1,4 5 6 2020 B BK u phu cu c c vu( (ca km) i) 37 1,3 2 3
Bang 2.14: So dan 1 Bu cuc phuc vu.

Nam 1995 2000 2005 Bu cuc 120 171 210 (cai) Dan 4.582 5.108,69 5.695,92 so( trieu) So dan / 1 38,18 29,88 27,12 Bu cuc (Nguon: Chien lc phat trien Nganh)
[
2010 250 6.350,66 25,4
2015 305 7.080,6 5 23,22
2020 372 7.894,5 5 12,07
Bang 2.15: Mat o ng day thue bao.

Nam KH 1996 2000 2005 Tong so 307.871 MT 880.000 3.220.80 Phng 1.100.00 0 an 1 0 3.696.00 Phng 0 an 2 Tongso 4.582 5.108,69 5.695,92 dan(trieu) Mat o 6,72 ng day thue bao 17,22 56,55 Phng 21,53 64,88 an 1 Phng an 2 (Nguon: Chien lc phat trien Nganh) 2010 5.636.40 0 6.468.00 0 6.350,66 2015 8.454.6 00 9.570.9 00 7.080,6 5 119,40 135,17 2020 12.005. 000 13.310. 000 7.894,5 5 152,07 168,59
88,75 101,85
Bang 2.16: Ch tieu phuc vu may thue bao.

Thong ke(nam 2003) Tong so may khai thac tren mang Tong so may bao h trong thang May bao h hu tuyen May bao h vo tuyen So may u tien Thang 01 325.85 5 17.379 17.041 337 578 39 Thang 02 326.32 7 10.804 10.597 207 578 19 Thang 03 328.81 1 13.301 12.964 321 578 30 Thang 04 330.67 7 15.004 14.693 307 578 28 Thang 05 332.12 5 12.526 11.225 298 578 25 Thang 06 335.258 14.515 13.542 295 578 30
Luan van tot nghiep Chng 2: Khao sat thc te So may u tien h
So may huu tuyen 1.667 1.155 1.065 1.794 Sa qua 10h( 6h 595 1.264 71 72 mua kho) 0 0 3 0 Sa qua 18h 0 0 1 0 So may VTC sa qua 15h So may VTC sa qua 20h Tong so may: Lap at mi 2.747 1.441 2.454 3.114 trong thang 653 269 399 704 Di dch trong 2.269 1.567 4.623 2.402 thang 53.694 4.843 1.930 10.244 M dch vu trong thang M chem trong thang (Nguon: Bao cao cham iem chat lng cua Cong ty)
1.242 60 0 0
1.069 50 0 0
3.542 525 3.763 5.782
2.864 425 4.115 6.123
2.3.2.2.2 Ch tieu tnh cc 1/ Ve cc noi hat: Bang gia cc dch vu Vien thong c TCT quy nh ap dung thong nhat toan quoc. Cc noi hat cua Viet Nam trong may nam gan ay c anh gia tot. So sanh vi cc bnh quan the gii th cc ien thoai noi hat tai Viet Nam thap hn kha nhieu. Chung ta co the tham khao bang gia cc sau: Bang 2.17: Bang gia cc thue bao.
Nc Viet Nam My Phap Bnh quan the gii
(Nguon: VNPT)
Cc thue bao VN USD ong/mayUSD/maythang thang 27.000 1,75 184.800 12,00 200.200 13,00 112.420 7,30
Cc thong tin VN USD ong/ USD/phu phut t 80 0,0052 246,4 0,016
2/ Ve cc quoc te: Cc t viet Nam i quoc te trong thi gian qua b keu ca khong t, nhat la cac doanh nghiep nha nc vao au t tai Viet Nam. Cc Vien thong quoc te cao dan en gia
thanh san pham cua nhng Cong ty, nhng doanh nghiep nay thng phai s dung dch vu ien thoai rat cao. Gia thanh cao lam cho ho kho canh tranh tren th trng. T nam 2001 en nay cc ien thoai a ha rat nhieu lan, tham ch ch trong vong may thang: t 01/01/2003 en 01/04/2003 cc Vien thong quoc te a ha co en 3 lan. Ke t ngay 01/04/2003 th cc Vien thong bnh quan t Viet Nam i quoc te a thap hn mc cc Vien thong bnh quan trong khu vc. Cu the, cc i quoc te bnh quan gia cac nc trong khu vc la 1 USD/phut, nhng hien nay (t 01/04/2003) th cc bnh quan t Viet Nam i cac nc trong khu vc la 0,93 USD/phut. Chung ta co the tham khao ve thu tuc thanh toan cc ien thoai hang thang, tam ngng, tai lap, thao g ng day trong thanh toan cc ien thoai phu luc so 2.4 trang 113. 2.3.2.2.3 Thi gian bieu cung cap dch vu: Ch tieu nay c thc hien trong gi hanh chanh va a thc hien ung theo quy nh cua Tong cong ty. Tren mang li Vien thong Viet Nam hien nay, gi lam viec cua cac bu cuc trung tam thanh pho t 6 gi en 21 gi. Cac bu cuc vung sau, vung xa t 7 gi en 19 gi. Con cac tong ai th hoat ong 24/24 ke ca tong ai 1080 va 1088. 2.3.2.2.4 Thi gian tiep nhan va giai quyet khieu nai: Qua viec nghien cu, khao sat trong thi gian gan ay TTDVKH, ta co d lieu ve tnh hnh khieu nai va giai quyet khieu nai nh sau: Bang 2.18: Tnh hnh khieu nai va giai quyet khieu nai.
Thang/ 2003 So khieu nai cu ton 151 133 146 223 225 218 158 So khieu nai nhan mi 110 108 286 158 214 133 121 So khieu nai a giai quyet 128 95 209 156 221 193 125 So khieu nai cha giai quyet 133 146 223 225 218 158 154
1 2 3 4 5 6 7
Ve nguyen nhan dan en khieu nai cua khach hang th co rat nhieu nguyen nhan, rat kho co the thong ke c. Theo khao sat trong thang 04/2003 th co mot so nguyen nhan vi cac ty le nh sau: Bang 2.19: Nguyen nhan khieu nai.
Loai khieu Nguyen nhan giam cc nai Noi hat Cap nhat sai ch so ban au Quoc te Cuoc goi lien tiep co thi gian ngan Lien tnh Cuoc goi lien tiep co thi gian ngan va keo dai Di ong Cuoc goi keo dai khong tm ra nguyen nhan 171 quoc Cuoc goi co thi gian keo dai te Dch vu Nhan vien cap nhat sai & do ai khac ACD1 cua Cong ty Dch Vu Vien (1080, thong Sai Gon tnh luon cc thi DVCT) gian ch khi khach hang goi vao tong ai 1080 Ty gia USD/VN thay oi
Ty le(%) 10 10 20 10 20 30
Giai quyet khieu nai la cong viec rat phc tap, oi hoi nhng ngi lam cong tac nay ngoai s tinh thong ve nghiep vu con phai co tnh t m, kien tr va kheo leo biet phoi hp tot vi cac n v lien quan e thu thap so lieu, thong tin can thiet, phan tch va tm ra nhng yeu to dan en khieu nai cua khach hang, e co ket luan chnh xac, kp thi, mat khac tranh thu c s thong cam ong tnh cua khach hang. Quy trnh giai quyet khieu nai TTDVKH c thc hien theo s o sau: S o 2.4: Quy trnh giai quyet khieu nai.
Cac iem giao dch nhan ho s khieu nai, cap nhat so lieu len mang
1 nga y 2 nga y
Khieu nai chuyen t cac nguon khac
To cham soc khach hang: Cap nhat so lieu len mang Gi th bao nhan, yeu cau KH bo tuc chng t (neu can)
0.5 ngay
Ca nhan nhan ho s e giai quyet Cap nhat ten ngi giai quyet len mang Lien he vi cacn v lien quan e phoi hp
Khong giai quyet c
3-7 ngay
Chuyen Bu ien TP xem xet giai quyet
Nhan hoi bao, tong hp ket qua kiem tra, thao van ban tra li khach hang
3 nga y Loi do khach hang
Loi do Bu ien, hoac cac trng hp phai tnh lai cc
- Hng dan e khach hang co bien phap khac phuc Yeu cau khach hang thanh toan cc
Tnh lai cc Xin loi khach hang, thong bao ket qua giai quyet
Thong bao ket qua giai quyet en c quan thong tin ai chung (neu co)
2 nga y
Thong ke, bao cao, lu ho s
e giai quyet khieu nai cua khach hang c nhanh va ap ng yeu cau cua ho, Tong cong ty co cong can so 3405/QLDV-VT hng dan thc hien quy nh tiep nhan va giai quyet khieu nai dch vu thoai. Van ban nay hng dan giai quyet mot so trng hp khieu nai ien thoai thng xay ra: 1/ Nhng cuoc goi phat sinh ngoai y muon. 2/ Thi gian am thoai t hn thi gian tnh cc. 3/ Khong am thoai c van b tnh cc. 4/ Tnh tien sai tnh chat cuoc goi. 5/ Cc noi hat. 6/ Khieu nai ve cuoc goi b bam nho, trung, chm cc. 7/ Khieu nai ve chat lng dch vu thoai( tap am, nhieu, vong). 8/ Tnh cc khong ung theo bang cc quy nh. 9/ Khong ong y vi cac quy nh tnh cc cua Nganh. 10/ Cung cap sai dch vu ma khach hang a ang ky. 11/ Khieu nai ve thai o phuc vu cua nhan vien Bu ien. Hng dan giai quyet cu the tng trng hp se c trnh bay trong phu luc 2.5 trang 114. 2.3.2.2.5 Khieu nai cua khach hang ve chat lng dch vu: Theo tieu chuan nganh quy nh: c 100 thue bao th trong nam th c phep toi a co 2 lan khieu nai co c s. Can c vao bao cao chat lng cua CTT trong 2 quy va qua cua nam 2003 ta co bang sau: Bang 2.20: Khieu nai cua khach hang ve chat lng dch vu.
Mc at c Quy I Quy II Khieu nai <2 lan 0,52 0,33 cua KH ve khieu lan/10 lan/10 CLDV nai/100 0 0 KH/nam KH/na KH/na m m Ch tieu Chuan Ghi chu Quy I Quy II 426/328. 560/340. 811 194 thue thue bao/3 bao/3 thang thang
So sanh ty le nay vi tieu chuan nganh e ra (phu hp vi khuyen ngh chat lng cua ITU-to chc lien minh Vien thong quoc te) th tnh hnh khieu nai cua khach hang ve chat lng dch vu TPHCM at yeu cau chat lng v khong co vt qua chuan quy nh.
Khach hang co quyen trc tiep hoac thong qua ngi ai dien hp phap khieu nai vi Cong ty ien thoai ong trong viec cung cap dch vu. Thi hieu khieu nai ve cc la 1 thang ke t ngay nhan giay bao thanh toan cc, thi hieu khieu nai ve ch tieu chat lng dch vu va cac vi pham khac la 3 thang ke t ngay s dung dch vu. Viec khieu nai phai bang n khieu nai. Ben khieu nai phai cung cap nhng giay t chng c lien quan en viec khieu nai va chu trach nhiem ve noi dung khieu nai cua mnh. Trong qua trnh khieu nai, ben khieu nai van phai thc hien cac ngha vu thanh toan tai chnh theo quy nh hoac theo thoa thuan gia cac ben. Cong ty ien thoai ong co trach nhiem giai quyet khieu nai va thong bao ket qua cho khach hang biet cham nhat khong qua 2 thang oi vi cac dch vu Vien thong trong nc & 3 thang oi vi cac dch vu Vien thong quoc te ke t ngay nhan c khieu nai. Neu khach hang khong ong y vi viec giai quyet khieu nai cua Cong ty ien thoai ong, th trong vong 1 thang ke t ngay nhan c thong bao ket qua giai quyet khieu nai, khach hang co quyen gi n khieu nai ti n v quan ly cap tren trc tiep cua Cong ty ien thoai ong la Bu ien TPHCM, a ch 125 Hai Ba Trng quan 1.
2.3.2.2.6 Cong tac cham soc khach hang:
Nhng n v hoat ong co tnh chat cham soc khach hang gom: ai 116: giai ap so ien thoai noi hat, thu tuc lap at, ang ky mi. ai 119: bao sa cha s co may ien thoai. ai 142, 143: ho tr & giai ap am thoai quoc te. Ngoai ra, tat ca nhan vien giao dch tai ghise, cac ien thoai vien tai cac ai 101 (ang ky am thoai trong nc), ai108 (giai ap thong tin kinh te-xa hoi), ai 110 (ang ky am thoai quoc te)ngoai nhiem vu chnh la ap ng cac yeu cau ve nghiep vu th cung kem theo nhiem vu khong kem phan quan trong la cham soc khach hang that chu ao khi khach hang thac mac ve van e s dung dch vu.
2.3.3
Tong hp anh gia chat lng hoat ong cung cap dch vu:
2.3.3.1 u iem ve chat lng: Nhn chung, chat lng dch vu ien thoai co nh cua Cong ty ien thoai ong eu at theo quy nh cua tieu chuan Nganh. Qua thc te cho thay, Cong ty at c chat lng dch vu nh vay la do cong ty co mot so u iem nh sau: Hien nay Cong ty ien thoai ong Thanh pho co mot he thong mang li trai rong khap thanh pho. ay la mot the manh vo cung to ln, tao ieu kien cho Cong ty khang nh c v the cua mnh trc cac oi thu canh tranh hien co va trong tng lai, bi v viec au t nh vay la ca mot qua trnh, ton nhieu chi ph va thi gian khong phai mot sm mot chieu ma co the lam c. Ve kha nang san xuat kinh doanh Cong ty a trang b thiet b may moc, cong nghe rat hien ai luon ap ng nhu cau thong tin thong suot, am bao khong b s co mat thong tin. Cong ty co mot oi ngu can bo cong nhan vien nang ong, luon hoc hoi cau tien, san sang thch ng vi trnh o phat trien cua cong nghe nh hien nay, luon tm hieu va cap nhat nhng thong tin lien quan en hoat ong cua Cong ty, tch cc va nhiet tnh trong cong viec. Gia cc goi i quoc te tuy trc ay co b phan nan, nhng hien nay a c ha va cc bnh quan a thap hn so vi khu vc. Ve nguon von th vi mc tang doanh thu hang nam ta thay c rang li nhuan cung se tang len ay la yeu to quan trong e Cong ty tiep tuc au t cho cong nghe mi. ac biet la Cong ty co mot moi quan he chat che va co uy tn oi vi cac ngan hang trong nc cung nh tren the gii, ay la mot ieu kien thuan li e doanh nghiep co the vay von e au t. Cong ty luon nhan c s ho tr cua Chnh phu trong viec au t cong nghiep nham hp ly hoa san xuat e thuc ay s phat trien kinh te- xa hoi. Co quan he tot vi cac nha cung cap cong nghe hang au cua the gii, co moi quan he tot vi khach hang, vi cac nha au t nc ngoai tai TPHCM. Cong ty luon chu ong lien ket vi cac nha cung cap cac thiet b phuc vu cho hoat ong san xuat kinh doanh.
Tuy vay, hoat ong cung cap dch vu ien thoai co nh cua Cong ty van con nhieu van e ton tai can khac phuc va nang cao chat lng hn na. 2.3.3.2 Khuyet iem ve chat lng: San pham chnh cua Cong ty la dch vu thong tin lien lac, truyen tai i tren ng day do o co nhieu khi gap s co lam chat lng thong tin khong am bao cho ngi tieu dung. Mot vai s co gan ay trong van e tnh nham gia cc a lam anh hng mot phan en uy tn cua Cong ty oi vi khach hang. Nhu cau lap at ien thoai hien nay phan tan khap a ban thanh pho, mot so khu vc dan c mi phat trien, khong nam trong ke hoach xay dng mi mang cap ien thoai, do o e giai toa n ton phai lap rat ln khoi lng cac thu tuc xay dng. o cung la nguyen nhan hien nay Cong ty van cha ap ng c nhu cau phat trien ien thoai v cong tac au t-xay dng mang cap ien thoai con cham, cha theo kp vi toc o o th tang cao. Do ac thu rieng cua Nganh Bu ien nen Cong ty s dung rat nhieu lao ong, oi khi xay ra tnh trang bat cap trong tap trung quan ly va s dung nang lc cua nhan vien. Thieu nhan vien co trnh o, kinh nghiem trong cong tac ieu hanh va quan ly mang, nhng cong nhan lanh nghe va nhng nhan vien chuyen mon khac, ngoai ra cac trang thiet b c nhap t nhieu nguona lam giam i nang lc phuc vu khach hang. oi ngu nhan vien con anh hng cua c che oc quyen do vay cong viec con tr tre, bo may to chc cha phat huy hieu qua trong lam viec, y thc lam viec kinh doanh cua nhan vien cha cao dan en cha phat huy c nang lc cua nhan vien. Van e ln trong nhc iem ve chat lng phuc vu o la thai o phuc vu cua nhan vien: cha chu trong cung cap thong tin cho khach hang, thieu quan tam, thieu niem n vi khach hangTnh trang nh vay la do ca ba khau: tuyen chon, ao tao va huan luyen lao ong, to chc anh gia va ai ngo cha c quan tam ung mc. mot vai n v, cong tac tuyen dung con da theo s quen biet ch cha tuyen theo nang lc va cong viec phu hp vi ngi lao ong, cha c cong khai hoa. Cong tac quan ly cac phong ban con co s phoi hp cha chat che dan en viec xay dng bo may quan ly con nhieu han che va nh vay cham a ra cac chnh sach hp ly nham nang cao hieu qua kinh doanh.
Cong ty cha to chc tot viec nghien cu th trng, nghien cu xu hng tam ly tieu dung, quang cao, tuyen truyen dch vu Vien thong. ac biet cha co hoat ong hu hieu e gop phan cung cap kp thi cac dch vu vien thong cho khach hang, nhat la khach hang co nhu cau lap at ien thoai. Hien nay co mot lng nho khach hang phai ch i rat lau e c cung cap dch vu thue bao ien thoai. Viec hoach nh mot chien lc marketing cho mot san pham cha cu the, ro rang v cong ty van con tnh oc quyen tren th trng TPHCM. Do tach nhieu bo phan ra khoi cong ty nh: ai 108, Trung tam nien giam ien thoai, Voice Link, ien thoai cong congnen tuyen san pham cua Cong ty a b thu hep ch con lai nhiem vu chnh la lap at ien thoai, may Fax, tong ai, thc hien cac dch vu Vien thong (di dch, oi chu quyen). Trong khi o cac oi thu canh tranh nh VMS, Callink, SPT, VIETELa tung ra nhieu san pham canh tranh tao s hap dan tren th trng nh ien thoai di ong, ien thoai co nh, may nhan tin. Thi gian ch i e noi chuyen ien thoai gan nh bang khong, th thay vao o ty le ton that noi mach con cao. Khach hang phan nan nhieu ve ch tieu nay: nghen mach khong goi c hoac ang goi rt mach. Them vao o, dung lng mang, dung lng trung ke, cap chnh khong u ap ng nhu cau trong gi cao iem. ac biet hien nay toc o truy cap internet cua chung ta con cham, nguyen nhan chu yeu la do tat nghen cac ca ngo tong ai quoc te, nen tat ca thong tin khi truy cap i qua cac tong ai nay tr nen hien tng that co chai, cong vi toc o cua kenh thong tin cha cao nen luc khach hang len mang internet gan ca gi ong ho ma cha lay c thong tin nao con b ay ra khoi mang.
Chng 3: E XUAT CAC GIAI PHAP NANG CAO CHAT LNG HOAT ONG CUNG CAP DCH VU IEN THOAI CO NH
3.1
XAC NH S MANG CUA CONG TY IEN THOAI ONG MUC TIEU CUA NGANH VA CUA CONG TY:
3.1.1 XAC NH S MANG CUA CONG TY IEN THOAI ONG: ng v tr dan au trong cac doanh nghiep trc thuoc Bu ien TPHCM, Cong ty ien thoai ong la mot doanh nghiep hoat ong, kinh doanh trong lnh vc Vien thong, la n v chu lc trong viec quan ly thong tin va phat trien mang li cua he thong ien thoai Thanh pho. Nhan thc c s mang to ln o, Cong ty a phat huy nhng thuan li c ban va nhanh chong khac phuc cac ton tai, vt qua nhng kho khan e phuc vu nhu cau thong tin cho cac to chc va ca nhan, phuc vu va bao am he thong thong tin lien lac c thong suot va at chat lng cao tren a ban TPHCM-mot trung tam thng mai kinh te van hoa xa hoi ln nhat trong ca nc. Th phan chnh cua Cong ty ien thoai ong hien nay nam trong a ban TPHCM nen khach hang chu yeu la cac to chc, cong ty, tap oan kinh te, cac ho dan c co nhu cau cao ve thong tin lien lac nen trong suot qua trnh hoat ong Cong ty ien thoai ong luon gi vng phng cham Nhanh chong-Chat lng-Tien li-Hieu quanham tang toc o phat trien, hien ai hoa mang li va a dang hoa cac dch vu Vien thong nham am bao phuc vu tot khach hang, ieu nay a giup cho Cong ty ngay cang chiem c long tin cua khach hang tren a ban Thanh pho va thc hien trach nhiem c giao la ap ng yeu cau thong tin lien lac, phuc vu nhu cau ngay cang phong phu va hoan thien hn. Trong cong cuoc xay dng c s ha tang hoan thien, co nhieu van e can phai lam, song Nha nc ta van ay manh va u tien phat trien Nganh Vien thong vng manh nham tao tien e cho s phat trien tiep theo cua nen kinh te-xa hoi cua at nc. Nh vay, s mang cua Cong ty ien thoai ong Thanh pho rat quan trong va to ln. Co the noi, Cong ty la mot doanh nghiep co v tr quan trong va la mot n v chu lc thc hien cac muc tieu ngan han va dai han cua Uy Ban Nhan Dan TPHCM noi rieng va cua Nha nc noi chung. Va hoat ong cua Cong ty thong qua s ch ao va thc hien cua Bu ien TPHCM va TCT BCVTVN. 3.1.2 NH HNG PHAT TRIEN VA MUC TIEU CUA NGANH:
3.1.2.1 nh Hng Chien Lc Cua Nganh en Nam 2020: 3.1.2.1.1 2010: Muc tieu phat trien giai oan en nam
1. Phat trien Cong nghiep BCVT cong nghe cao theo
2. a.
b.
3.
4.
5.
hng lien ket cong nghe ien t, tin hoc, vien thong, phat thanh, truyen hnh. oi mi, sap xep lai to chc, dch chuyen c cau san pham va vung lanh tho cong nghiep, hnh thanh s lien ket, hp tac chat che gia cac c s cong nghiep theo hng chuyen mon hoa cao nham tao ra sc manh tong the cua cong nghiep BCVT. Toc o tang trng trung bnh hang nam at 3035%, trong o; Cac x nghiep 100% von trong nc: Tang trng doanh thu hang nam 35-40%. Cac san pham chu yeu co san lng hang nam tang t 25% en 35%. Cac x nghiep lien doanh co von nc ngoai: Tang trng doanh thu hang nam 25-35%. Cac san pham chu yeu co san lng hang nam tang t 20% en 30%. Tng bc noi a hoa cac san pham cong nghiep BCVT. Nang ham lng gia tr lao ong Viet Nam trong cac san pham t 30-40% vao nam 2005, en 70-80% vao nam 2010 va en nam 2020 Viet Nam co nhng san pham phan mem Vien thong rieng ap ng nhu cau trong nc va xuat khau. ay manh tiep nhan va chuyen giao cong nghe, ac biet cong nghe phan mem e co the lam chu cong nghe ngoai nhap va tien ti phat trien cong nghe rieng cua Viet Nam. Phan au en nam 2005: lam chu c cong nghe ca phan cng ca phan mem cac he thong tong ai di 2000 so thay the hang nhap khau; lam chu phan mem quan ly, khai thac, bao dng cua cac he thong tong ai dung lng ln va cac he thong truyen dan, tien ti nam vng cong nghe thiet ke; Nam 2010: lam chu cong nghe thiet ke va phat trien module phan mem cua he thong tong ai dung lng ln; co kha nang t phat trien cac phan mem ng dung phuc vu cho cac dch vu mi, quan ly, khai thac mang li ay manh phat trien cong nghiep phan mem. Cong nghiep phan mem phai c coi la mot lnh vc trong cong nghiep BCVT. en nam 2005, doanh
so phan mem chiem 10% va phan au en nam 2010 chiem 25-30% tong doanh so cong nghiep BCVT. 3.1.2.1.2 Muc tieu phat trien chien lc cho giai oan 2010-2020: Ben canh viec tiep tuc phat trien theo chieu sau, tien hanh m rong ang ke pham vi cua cong nghiep BCVT sang cac lnh vc ien t, tin hoc e cong nghiep BCVT thc s tr thanh ong lc phat trien cong nghiep cong nghe thong tin. Cong nghiep BCVT cung cap c cac san pham chat lng cao, cong nghe tien tien, co y ngha chien lc e chu ong phat trien mang li BCVT. Cac san pham nay phai co sc canh tranh. en nam 2020 cong nghiep BCVT ap ng c cac nhu cau chu yeu ve trang thiet b e xay dng va phat trien c s ha tang thong tin quoc gia nh thiet b truyen dan, chuyen mach bang rong, thiet b au cuoi a phng tien. Cong nghe phan mem khong nhng ap ng nhu cau cho san xuat cac thiet b truyen thong tin hoc ngay cang thong minh, tien dung hn ma con ap ng c nhu cau to chc va quan ly co hieu qua c s ha tang thong tin quoc gia. Cong nghiep phan mem tr thanh nguon doanh thu chnh cua cong nghiep BCVT. 3.1.2.2 Muc tieu cua nganh giai oan 2000-2020: c tnh en nam 2020 mat o ien thoai at 2530%/100 dan, 27,5-30 trieu thue bao (nhu cau thiet b au cuoi a phng tien chiem khoang 50-60%). c tnh tong so von au t cho giai oan nay la 14,6-16,1 ty USD. Th phan: Cong nghiep BCVT ap ng c khoang 4045% nhu cau phat trien mang (co mat hang ap ng c 100% nh cap ong, cap si quang, cac tong ai dung lng nho a dch vu). Ngoai cac san pham thay the hang nhap khau, cong nghiep BCVT se tang dan ty trong xuat khau vao nhng nam sau cua giai oan. D kien tong kim ngach xuat, nhap khau ve thiet b va cong nghe la:
Nhap khau: e at muc tieu 25-30 may/100 dan, can khoang 14.6-16,1 ty USD. Cong nghiep Bu chnh Vien thong ap ng c khoang 40-45% (tng ng khoang 5,8-8 ty USD). So von au t danh cho nhap khau khoang 7,3-9,7 ty USD.
Xuat khau: Xuat khau vat t, thiet b: toc o tang trng doanh thu trung bnh hang nam at 30-35%, at kim ngach xuat khau khoang 2,5-3 ty USD. Xuat khau san pham phan mem: at kim ngach xuat khau khoang 3-3,5 ty USD. Tong kim ngach xuat khau khoang 5,5-6,5 ty USD.
3.1.3 NH HNG PHAT TRIEN VA MUC TIEU CUA CONG TY IEN THOAI ONG THANH PHO: 3.1.3.1 nh hng phat trien: Hien nay Cong ty ien thoai ong ang chuyen sang thi ky hoat ong mi: thi ky Hoi nhap va phat trien. Nhiem vu cua thi ky mi la tiep tuc oi mi, tiep tuc tang toc, bc vao hoi nhap trong luc co ca canh tranh trong nc va ngoai nc va phai lam sao co the phat trien mang Vien thong cua Cong ty ben vng, i song can bo cong nhan vien ngay cang c nang cao ca ve vat chat lan tinh than. ong thi xay dng chien lc tiep theo la Hoi nhap va phat trien vi 2 giai oan la 2001-2005 va 2006-2010. Phng hng, nhiem vu ke hoach 5 nam ti cua Cong ty la m au quan trong trong viec thc hien chien lc trong thap ky au cua the ky 21 ong thi thc hien chien lc phat trien kinh te xa hoi cua at nc. Chien lc ay manh cong nghiep hoa, hien ai hoa theo nh hng xa hoi chu ngha, xay dng nen tang e en nam 2020 Cong ty phai tr thanh mot Cong ty co mang li Vien thong hien ai so vi cac nc trong khu vc va the gii. Cong ty ien thoai ong phai phat trien, tang cng the manh tren ca 5 phng dien: chien lc-chnh sachc che-cong nghe-con ngi. Phai ay manh ng dung va phat trien cong nghe thong tin phuc vu s nghiep cong nghiep hoa-hien ai hoa. Neu Cong ty xay dng c c s ha tang vng chac cho at nc, se co nhieu ngi s dung th lu lng va doanh thu se tang cao. e tiep tuc ton tai va phat trien vng chac, tng bc hoi nhap vao s phat trien cua the gii, nh hng cua Cong ty la phai phat trien e gan vi li ch cua ngi tieu dung, khach hang se c cung cap cac dch vu tien ch, chat lng cao, nhanh chong, an toan, gia ca hp ly va c phuc vu chu ao hn, cac dch vu c cung cap kp thi. 3.1.3.2 Cac muc tieu en nam 2005 cua Cong ty ien thoai ong Thanh pho: Bam sat theo nhng muc
tieu va nhng nh hng phat trien cua Nganh, Cong ty ien thoai ong a tng bc xac nh muc tieu cua mnh cho phu hp vi tnh hnh mi: Tang toc o phat trien, hien ai hoa mang li va a dang hoa cac loai hnh dch vu. am bao phuc vu tot nhat khach hang vi phng cham Nhanh chong-Chat lng-Tien li-Hieu qua. Kien toan to chc bo may, nguon nhan lc, tang toc o va chat lng ao tao can bo va oi ngu cong nhan vien chc. ay manh cong tac quan tr kinh doanh, quan ly chat che va co hieu qua tren cac lnh vc, ac biet la cong tac quan ly vat t tai chnh ke toan, trien khai xay dng va thc hien tot he thong cac quy nh, quy trnh trong san xuat kinh doanh va ieu hanh quan ly. Xay dng n v vng manh toan dien, u sc thc hien nhiem vu tang toc o phat trien, cham lo tot i song vat chat va tinh than cho can bo cong nhan vien, tch cc tham gia cong tac xa hoi. Chuyen sang thi ky oi mi, cung vi viec ap ng nhu cau thong tin ngay cang tang tren a ban TPHCM, van e nang cao am bao chat lng thong tin, dch vu va hieu qua kinh doanh la mot trong nhng muc tieu phan au cua Bu ien Thanh pho noi chung va Cong ty ien thoai ong noi rieng. e thc hien c nhng muc tieu tren, mot trong nhng yeu to quyet nh la oi mi c s vat chat- ky thuat mot cach ay u, ong bo, tiep can ky thuat hien ai e bat kp trnh o cua the gii. Ben canh o, viec oi mi cong tac quan ly, khai thac ieu hanh mang li phu hp vi tnh hnh trong giai oan mi cung la van e at ra het sc cap bach. e at c nhng muc tieu a neu, Cong ty ien thoai ong phai thc hien cac nhiem vu sau: Thc hien cac cuoc oi mi ve quan ly, phan phoi va sap xep lai lao ong, tang nang suat lao ong, hieu qua cong viec. Phai am bao thong suot thong tin lien lac 24/24, cung nh am bao chat lng ien am, giam thieu toi a tnh trang b s co hong hoc, lam gian oan thong tin. a dang hoa cac loai hnh dch vu Vien thong, cai tien quy trnh cong tac sao cho gon nhe, tien li, de dang, nhat la trong khau lap at ien thoai khi khach hang co nhu cau.
Phan au ao tao oi ngu can bo ke can co trnh o nghiep vu tng ng vi s phat trien cua doanh nghiep va xu hng cua thi ai. Hien ai hoa mang li Vien thong, tao ra mot s ong bo thiet b nham nang cao hieu qua quan ly, cung nh nang cao chat lng dch vu nham lam thoa man nhu cau cua khach hang. Phai thc hien viec cap quang, cap ngam hoa, hien ai hoa mang li cap ngoai vi vi nhng loai cap co dung lng truyen tai ln va toc o nhanh gap nhieu lan so vi cac ng truyen dan hien nay va vi s hien ai hoa mang ngoai vi nay khi a vao hoat ong co the se tranh c nhng s co tac nghen do lu chuyen qua ln vao gi cao iem van ang xay ra.
3.2
CAC GIAI PHAP NANG CAO CHAT LNG HOAT ONG CUNG CAP DCH VU IEN THOAI CO NH.
e thc hien thanh cong cac muc tieu tren, ngay t bay gi Cong ty ien thoai ong phai xay dng chien lc phat trien Cong ty that hoan hao trong nhieu lnh vc trong thi gian ti: chien lc m rong quy mo th trng, chien lc phat trien mang Vien thong, chien lc phat trien theo hng a dang hoa san pham, chien lc hp tac quoc teTrong pham vi cua luan van, Toi xin ong gop mot phan cho viec xay dng chien lc phat trien Cong ty o la: Cac giai phap nang cao chat lng hoat ong cung cap dch vu ien thoai co nh. Trc het chung ta can xem xet cac yeu to c ban anh hng en chat lng hoat ong Vien thong e co the a ra nhng giai phap hu hieu nhat: Nang lc (hay cong suat) san xuat cua doanh nghiep. Mc o ay u cua cac thiet b. Nhu cau dch vu cua khach hang. S khong ong eu cua tai trong. Mc o c gii hoa, tin hoc hoa, t ong hoa cua qua trnh san xuat. Trnh o cua can bo quan ly. Trnh o nghiep vu, nghe thuat giao tiep cua nhan vien Bu ien Qua khao sat thc te ve tnh hnh quan ly chat lng dch vu ien thoai co nh tai Cong ty ien thoai ong. Vi thi gian co han ma viec khao sat phai can nhieu so lieu lien quan en ky thuat. ay la mot kho khan rat
ln trong viec anh gia, lam sao cho sat vi thc te tai n v, nhng Toi cung xin manh dan a ra mot so bien phap nham nang cao chat lng dch vu tai Cong ty: 3.2.1
3.2.1.1
CAC GIAI PHAP KY THUAT: Giam phan cap mang li bang cach lap at them ng trung ke cong nghe SDH OFC (cap si quang):
T nam 1993, mang vien thong TPHCM co cac tong ai ky thuat tng t (analogue) eu c thay bang tong ai ien t ky thuat so (digital). Chi ph au t cho mang vien thong chu yeu gom cac phan truyen dan (ng truyen: cap ong, cap quang) va tong ai. Vi mang tng t, chi ph ln phan truyen dan. e giam chi ph truyen dan ngi ta dung nhieu tong ai hn, chnh v vay ma mang vien thong Thanh pho c phan thanh 5 cap chuyen mach (xem s o mang ien thoai Viet Nam: phu luc 3.1, trang 120). Hien nay chi ph truyen dan giam nhanh chong do cap quang va cong nghe truyen dan SDH phat trien cho nen chi ph anh hng ln en chi ph au t khong phai la chi ph truyen dan na ma lai la chi ph cho tong ai. ITU khuyen ngh la nen giam cap mang li, tham ch trong tng lai se la mang khong cap. Vi mang truyen dan qua t tong ai chuyen tiep, thong tin c truyen i nhanh hn vi o tin cay cao hn, giam nghen mach cac cuoc goi, s khoi phuc thong tin chnh xac hn. Mang truyen dan cua Thanh pho ngay nay hau het la cap quang, vi ba so, thong tin ve tinhcon rat t cap ong, nhng phan cap mang li van con en 5 cap. Giam cap mang li la van e chien lc, chung ta co the giam bt tong ai chuyen tiep (qua giang) TPHCM xuong. Giam bt tong ai qua giang (trung chuyen) nh vay th phai lap at them cac ng trung ke bang cap quang c ket noi trc tiep gia cac tong ai noi hat vi nhau: giong mo hnh mang li Vien thong Ha Noi: co 4 cap, khong co tong ai chuyen tiep noi hat. 3.2.1.2 ng dung cong nghe tien tien: Khoa hoc ky thuat la nhan to lam bien oi sau sac tnh chat cua lao ong, c cau cua nghe nghiep, trnh o cua lao ong, anh hng quyet nh en chat lng va hieu qua san xuat kinh doanh cua n v.
Hang nam, co hang ngan cong nghe mi ra i, la chon cong nghe tien tien nao cho thch hp vi tng khu vc tren mang vien thong khong phai la van e n gian. Thc te cho thay a co nhieu d an trien khai cong nghe mi nhng khong mang lai hieu qua cao nh cong nghe trong mang nhan tin. cac nc phat trien khac nh My, Nhat Ban, Han Quoc, dch vu nhan tin rat c a chuong nhng tai Viet Nam th a bao hoa vi lng thue bao rat nho tren tong so thue bao dch vu vien thong. V vay, cac cong nghe hien ai, tien tien c la chon cho viec xay dng c s ha tang thong tin quoc gia phai mang tnh on au, tng thch, phu hp vi xu hng hoi tu cong nghe. Can ay manh cong tac nghien cu, ng dung cac thanh tu khoa hoc cong nghe trong tat ca cac lnh vc: thiet b, mang li, dch vu, cong nghiep, quan ly, nguon nhan lcLam chu cong nghe, tien ti sang tao ngay cang nhieu san pham mang cong nghe Viet Nam.
sau:
Vi tong ai ap dung cac loai nh
- Chuyen mach dch vu a phng tien: Cac cong nghe chuyen mach pho bien trc ay va hien nay khong thoa man c a phng tien, a dch vu bang rong trong tng lai. Thi gian sap ti can phai s dung cong nghe chuyen mach dch vu a phng tien nh cong nghe ATM. Chuyen mach quang: Cac ket qua nghien cu mc th nghiem ang hng ti viec che tao cac chuyen mach quang. Sap ti se co cac chuyen mach quang theo cac nguyen ly sau: Chuyen mach quang phan chia theo thi gian, chuyen mach quang phan chia theo khong gian, chuyen mach quang phan chia theo o dai bc song. Vi mang truyen dan ng dung: - T nam 1990, he thong truyen dan cap ong tng t a c thay the bang he thong truyen dan cap quang va vi ba so. en nay, he thong vi ba a c s dung het dung lng, hau nh he thong vi ba khong co kha nang m rong kenh dan en thieu dung lng. Thc te cho thay he thong SDH OFC co ac tnh linh hoat, tin cay, chat lng cao, gia thanh re. Cong nghe SDH OFC ang la xu hng cua the gii. Cho nen giai phap trong mang truyen dan la se dan dan thay the he thong vi ba bang SDH OFC va SDH OFC se ong vai tro chnh trong mang truyen dan. - Trien khai cong nghe co dung lng cao hn: truyen dan quang ghep kenh theo bc song (WDM): Gan ay, -
cong nghe WDM a c trien khai chu yeu My. He thong nay cung cap dung lng tren mot si cao hn, hien ai va no co the truyen tai dung lng len ti 40Gbit/s. u iem cua WDM la tang dung lng tren si cap hien co ma khong phai lap at them tuyen cap quang mi.
Vi cac dch vu gia tang trien khai: Thng mai ien t. Cac dch vu gia tang tren IP. Dch vu VOIP.
Vi cong nghe phan mem: Phat trien cong nghe phan mem tren c s phan cng ngoai nhap e phuc vu san xuat kinh doanh, trong tng lai se san xuat ca thiet b phan cng. 3.2.1.3 ng dung tin hoc phuc vu quan ly phat trien san xuat kinh doanh: Hien nay, khi khoa hoc ky thuat a phat trien manh th khach hang co xu hng s dung dch vu sao cho nhanh chong va tien li. e ap ng nhu cau ngay cang cao cua khach hang, Cong ty phai au t xay dng trang web tren mang trong thi gian sap ti. Khi trang web cua Cong ty hoat ong se giup cho khach hang: Thuan tien trong viec ang ky s dung dch vu, khong phai mat nhieu thi gian va qua nhieu thu tuc phc tap. Thanh toan cc qua mang de dang. Cap nhat thong tin ve dch vu mi c nhanh hn Cong ty giao nhiem vu cho Phong tin hoc thiet ke, xay dng trang web, ong thi phoi hp vi cac n v co lien quan khac trc thuoc Bu ien TPHCM e a trang web cua Cong ty vao hoat ong trong nam 2004.
3.2.1.4
Cong tac bao dng va ho tr ky thuat cac he thong tong ai:
3.2.1.4.1 Yeu cau ve can bo ky thuat van hanh va bao dng tong ai: Nhng can bo ky thuat van hanh va bao dng tong ai phai co kien thc vng vang ve he thong chuyen mach va cac van e co lien quan. ong thi ho can phai c ao tao c ban ve van hanh thiet b o tng ng. Khi thc hien khai thac va bao dng tong ai can phai tuan thu cac quy nh chung ve van hanh, bao dng a c a ra trong cac quy trnh a c ban hanh.
Nhng can bo ky thuat van hanh khai thac bao dng tong ai can phai: La cac nhan vien ky thuat a qua ao tao, nam vng cau hnh phan cng cung nh cac lenh thao tac Nam ro cau hnh cu the cua he thong ang hoat ong va cac ac iem rieng biet. Khi thc hien cong viec khai thac bao dng tong ai can phai am bao cac quy nh ve s dung va bao quan thiet b cua Nganh. Trc khi thc hien cac cong viec khai thac, bao dng ac biet can phai thong bao va c s ong y cua ngi chu trach nhiem ky thuat he thong. Can ghi chep so sach ay u quy trnh thc hien va ket qua thu c. 3.2.1.4.2 Cac giai oan cua qua trnh bao dng khac phuc s co: Qua trnh bao dng dch vu a c Hiep hoi vien thong Quoc te ITU-T e ra trong khuyen ngh M.21 vi cac giai oan nh sau: 1/ 2/ 3/ 4/ 5/ 6/ 7/ Theo doi chat lng dch vu: Phat hien s xuong cap cua chat lng dch vu. Khoi phuc dch vu. nh v loi(Fault localization). Sa cha loi. Kiem tra nghiem thu (Verfication). Khoi phuc (Restoration).
3.2.1.4.3 Cong tac o kiem phuc vu bao dng tong ai: Trong giai oan 1 cua qua trnh bao dng khac phuc s co tong ai noi bat len vai tro cua cong tac o kiem chat lng dch vu ma tong ai ang cung cap. Tuy nhien, o kiem khong ch gii han phuc vu cho viec giam sat chat lng dch vu ma con la phng phap chu yeu e kiem tra chat lng nh ky, nh v loi va nhieu cong tac phuc vu bao dng khac. 1/ Cac tham so o kiem: Mot tong ai bao gom rat nhieu tham so, ch tieu can am bao, nhng xet tren quan iem phuc vu cong tac bao dng khong nhat thiet phai xem xet anh gia toan bo tham so ky thuat o. Can phai quan tam la chon cac tham so ky thuat ma trong qua trnh hoat ong cua he thong cac tham so nay hay b bien ong do nhng yeu to
khach quan, t o anh hng en hoat ong cua ca he thong. Bo tham so ch nh phu thuoc vao kha canh ky thuat cu the cua tnh huong kiem tra anh gia chat lng.
Cac tham so o lu lng: Lu lng noi ai, lu
lng theo cac hng (i/ve), bao hieu, lu lng tong, lu lng thanh cong va khong thanh cong. Cac tham so bao hieu: Bao hieu mot chieu, bao hieu R2, bao hieu so 7. Cac tham so ve ong bo: Sai so khoang thi gian (TIE), sai so khoang thi gian ln nhat (MTIE), o on nh tan so dai han df/f, ham lech thi gian. Cac tham so giao dien truyen dan: Bang tan kenh thoai can chuyen mach, tr khang tong ai. Cac tham so khac. 2/ Cac tnh nang, dch vu can kiem tra: Kiem tra kha nang ieu khien cuoc goi: Cac cuoc goi noi hat, tandem noi hat, vao/ra PABX, bao dng va khai thac, ng dai, quoc gia va quoc te, t ong va ban t ong theo tieu chuan ve tong ai. Kiem tra kha nang tnh cc: He thong chuyen mach phai c kiem tra kha nang tnh cc theo quy nh cua cc noi hat, ng dai quoc gia va quoc te theo quy nh cc cua Nganh. Ngi khai thac thong qua ban ieu hanh kiem tra tnh cc hang ngay va hang thang. e kiem tra tnh cc can xac lap cuoc goi gia hai thue bao, sau o kiem tra tnh ung an, cac chi tiet cuoc goi va cc tng ng tren bang giay. Kiem tra cac loai dch vu: Can xem xet cau hnh cua he thong cho phep thc hien cac loai dch vu nao. Dch vu nao con thieu theo tieu chuan cua tong ai. Liet ke cac loai dch vu ang c Nganh ban hanh va kiem tra. 3/ Phng phap o: Cac phep o kiem bao dng chu yeu cho cac tong ai hien nay gom: Kiem tra ac tnh loi cua he thong. Kiem tra canh bao. Kiem tra s hoat ong cua cac module d phong. Viec o bao dng mang c thc hien nhieu ni khac nhau thong thng la ca ngo cua cac TBC, cac iem tach ghep, cac iem cung cap dch vu cho khach hang. a/ o nh ky: o va anh gia chat lng cua he thong theo chu ky bao dng. Cong tac o bao dng
c thc hien nh ky e anh gia chat lng thiet b va he thong theo cac mc a c ITU khuyen ngh. Cac phep o anh gia thng c thng c thc hien khi he thong ang khai thac (in-service measurement). Thi gian o nh ky la thay oi tuy thuoc vao tng loai tong ai. b/ o ng cu: c thc hien khi tren mang xay ra s co bat thng anh hng en s hoat ong cua he thong hoac mang. o ng cu nham phat hien ra nguyen nhan cua loi t o tm ra cach khac phuc sa cha. Cac phep o loai nay la nhng phep o can thiei phai them vao e giup nh v loi (giai oan 4 trong qua trnh bao dng khac phuc s co). 4/ Phng tien o: S dung chc nang giam sat co san cua thiet b. S dung cac may o can thiet: May o bao hieu R2, may o bao hieu C7, may phan tch truyen dan, may hien song, may o ien tr at, ong ho o Ngoai ra, co the phai s dung them nhng thiet b o chuyen dung khac trong tng trng hp cu the 3.2.2 CAC GIAI PHAP TO CHC-QUAN TR: Quan tr dch vu bao gom tat ca cac hoat ong lien quan en viec quan tr cac yeu to au vao, to chc, phoi hp cac yeu to o nham chuyen hoa thanh cac ket qua au ra la cac san pham dch vu vi hieu qua cao, at c cac li ch ln nhat. Nh vay, e cai tien cong tac To chc quan tr co rat nhieu giai phap ap dung tren nhieu lnh vc khac nhau. Trong pham vi cua luan van, ngi viet xin manh dan e xuat cac giai phap sau: 3.2.2.1 Nghien cu tai trong e to chc hp ly qua trnh san xuat: Cac n v Bu ien trc thuoc VNPT lam viec trong ieu kien tai trong en khong ong eu. Tnh chat khong eu cua tai trong en theo gi trong ngay em, theo ngay trong tuan, theo ngay trong thang, theo thang trong nam phu thuoc vao che o lam viec, ngh ngi cua con ngi, kha nang lam viec cua cac n v Bu ien va tnh chat thi vu cua cac thang, mua trong nam. S khong ong eu cua tai trong en theo thang cua nam c giai thch bang cac yeu to thi vu, cac ky ngh phep, cac ngay le tet, van hoa dan toc cua ngi dan trong vung, khu vc
Ta a biet san pham, dch vu c lam ra la do s ket hp cua nhieu yeu to, va neu nh tat ca nhng nguon lc (nhan lc, vat lc va tai chnh) la vo han th chung ta khong can nghien cu s dao ong cua tai trong. Nhng v nguon lc la co gii han nen ta phai ket hp mot cach toi u cac yeu to cua qua trnh san xuat th hoat ong cua doanh nghiep mi co hieu qua, chat lng dch vu mi c am bao. Viec nam c quy luat dao ong cua tai trong theo thi gian giup ta co the bo tr nang lc san xuat phu hp vi mc tai en nham giai quyet toan bo nhu cau theo chat lng c quy nh va mang lai hieu qua kinh te. S dao ong cua tai c ac trng bi hai he thong ch so, cac ch so nay co the tnh theo gi trong ngay em, ngay trong tuan, thang trong nam. He so tap trung: He so tap trung gi: la so tng oi (%) gia o ln cua tai trong gi vi o ln cua tai suot ngay em. Cong thc:
Qgi
Kgi =
Q
i =1
24
gi
Kgi: He so tap trung gi. Qgi: Lng tai en vao gi th i.
24
i=1
Qgi: Lng tai en ca ngay em.
Trong qua trnh tnh toan ta thng quan tam ti he so tap trung gi cao iem (la ty so o ln cua tai gi cao iem vi o ln cua tai suot ngay em). He so tap trung gi cao iem c tnh bang cong thc:
Qg max
Kgmax =
Q
i =1
24
gi
Kgmax: La he so tap trung gi cao iem. Qgmax: La lng tai en gi th cao iem. Tng t nh tren ta tnh he so tap trung ngay trong tuan, thang trong nam. He so khong ong eu:
He so khong ong eu gi: la ty so gia tai cua mot gi trong ngay vi tai trung bnh cua mot gi trong ngay em. Cong thc: Hgi =
Qgi Qg
Hgi: la he so khong ong eu cua gi th i. Qgi: La lng tai en gi th i.

Qg : La lng tai trung bnh cua mot gi trong ngay Q
i= 1 24
em va c tnh:
g i
Qg =
2 4
Tng t nh tren ta co cong thc he so khong ong eu ngay trong tuan, tuan trong thang va thang trong nam. T cac he so tren ta co the tnh c mc nhu cau cao nhat trong mot gi. Mc nhu cau cao nhat la mc nhu cau vao gi cao iem trong ngay cao iem cua tuan, thang cao iem. Nh vao mc nhu cau cao iem ta tnh nhu cau san xuat cua n v Bu ien, kha nang lu thoat cua thiet b Vien thong va lng lao ong can thiet theo yeu cau. Viec tnh toan da tren he so tong hp: Kint Kint = Hthang.max.Htuan.max.Hngay.max. Kg.max. Vi: Hthang.max, Htuan.max, Hngay.max: He so khong ong eu cua tai trong thang, tuan, ngay cao iem. Kgmax: la he so tap trung gi cao iem. Nhu cau trong gi cao iem (tai cao nhat trong mot gi trong nam) c tnh: Qgi.max = Q x Kint
ng
Vi: Q - San lng bnh quan ngay trong nam.

ng
Tnh toan so thiet b ap ng san lng cao nhat: M= Q x Kint/ Wm

ng
M: So thiet b can thiet. Wm: Cong suat cua thiet b trong mot gi. Tnh toan so lao ong ap ng mc san lng cao nhat: R = Q x Kint/ Msl
ng
R: So lao ong can thiet. Msl: Nang suat lao ong cua cong nhan trong mot gi. Vi cach tnh nh tren, chat lng truyen a thong tin se c am bao, nhng nh vay th d tr nang lc san xuat (ve thiet b, so kenh thong tin, lng lao ong) se rat ln, ma nang lc nay se khong c s dung vao gi tai thap. ieu nay lam giam hieu qua hoat ong san xuat kinh doanh cua n v Bu ien. e giam nang lc d tr, tac gia xin e xuat mot so bien phap nh sau: Bien phap 1: ieu hoa s dao ong cua tai theo thi gian (giam o chenh lech gia mc nhu cau cao nhat va mc nhu cau thap nhat) nh: Giam cc vao gi tai xuong thap. VNPT co ap dung bien phap nay nhng lai cha mang lai hieu qua cao: Trong tat ca cac bang cc Vien thong ban hanh theo Quyet nh cua Tong cong ty eu co ghi: Viec giam cc Vien thong trong nhng gi tai xuong thap do doanh nghiep cung cap dch vu t quyet nh. Mc giam cc khong vt qua 30% mc cc quy nh hien hanh. The nhng tat ca cac Bu ien tnh thanh, cac Cong ty ien thoai eu ap dung mc giam thong nhat 30% t 23 gi toi en 7 gi sang nh quy nh trc ay. Trong thc te vao gi cao iem moi vung, moi dch vu van con b nghen mach theo gi ac trng cua mnh. Ve tai trong dch vu ien thoai co nh, ngi viet luan van a thu thap c so lieu thong ke ve san lng ien thoai i trong nc t TPHCM, tnh Quang Nam va Lam ong t nam 2000-2002, tnh c he so khong ong eu thang va he so tap trung gi ac trng trong giai oan nay cua ba n v tnh thanh nh sau: Bang 3.2: He so khong ong eu cua tai.
Thang 1 2 3 4 5 6 7 8 9 10 11 12 He so khong ong eu thang, % TPHCM Quang nam Lam ong 72,38 83,3 85,69 78,88 77,1 89,51 95,62 93,9 97,83 91,02 93,8 89,51 94,87 97,8 62,79 97,81 108,2 111,01 99,25 104,8 105,12 103,1 106,9 105,46 107,9 101,5 106,16 110,2 105,5 102,69 108,9 107,6 131,83 139,9 118,7 112,40
Luan van tot nghiep Chng 2: Khao sat thc te (Nguon : Tong hp t cac bao cao nam cua Bu ien Thanh pho Ho Ch Minh, hai tnh Quang Nam va Lam ong trong giai oan 2000-2002)
Bang 3.3: He so tap trung tai theo gi.

He so tap trung gi, % Gi TPHC Quang Lam M Nam ong 0-5 0,08 0,01 0,15 14-15 5-6 0,30 0,50 0,33 15-16 6-7 1,71 4,00 2,26 16-17 7-8 1,83 7,36 2,40 17-18 8-9 8,65 7,77 7,60 18-19 9-10 10,53 9,00 9,99 19-20 10-11 10,48 12,27 9,45 20-21 11-12 10,13 8,18 9,36 21-22 12-13 3,70 3,27 3,57 22-23 13-14 7,42 8,18 8,32 Cong (Nguon: T khao sat va tong hp) Gi He so tap trung gi, % TPHCM Quang Lam Nam ong 9,66 11,46 9,00 9,29 7,36 8,82 9,03 6,14 8,27 5,98 4,09 6,42 2,27 3,68 2,76 2,48 2,21 4,52 2,13 2,05 3,01 2,56 1,60 2,26 1,77 1,23 1,51 100,00 100,00 100,00
Nh vay, e ieu hoa s dao ong cua tai, giam bt tai vao gi cao iem, ta co the m rong thi gian giam cc nh t: 17 gi toi en 7 hoac 8 gi sang ngay hom sau (tuy tng vung), giam ca ngay th bay. V t 23 gi toi en 7 gi sang la gi moi ngi con ngu, luc thc day con phai co nhieu chuan b, ban ron, nen du biet c Nganh Bu ien giam cc, ngi goi cung muon s dung dch vu vao gi nay e tiet kiem, nhng thc s th mc o tiet kiem khong thang noi phep lch s (Tren th trng sach hien nay, chung ta lai co nhieu cam nang hng dan ve cach goi ien thoai, gi nao thch hp khi goi cho ai o, gi nao khong nen goi va nhng gi khong nen goi eu trung vi gi chung ta giam cc). Va e khong b that thu, chung ta co the giam cc mc thap hn: V du 20% ch khong phai 30%. Tom lai, e ap dung giai phap nay, Cong ty phai nghien cu tai trong theo tng loai dch vu, tai tng vung cu the cua mnh e giam cc mot cach linh hoat, ch khong giong nh cac n v trong ca nc nh trc ay, nh the viec ieu hoa tai mi co tac dung. Bien phap 2: ieu hoa s dao ong cua tai theo khong gian: Trong trng hp tai tap trung vao nhng ni lien lac cong cong nh ghi se, giam tai nhng ni nay bang cach phat trien may ien thoai thue bao nh ha cc thue bao, quang cao, khuyen mai neu thue bao lap at mi. Bien phap 3: Hp ly hoa to chc san xuat va to chc lao ong: Ap dung nhng he thong hng dan t ong cho khach hang. Chia ca cho hp ly: gi nhieu viec nhieu ngi, gi t viec t ngi
Ap dung cac bien phap tren khong nhng cho phep ta am bao chat lng lu thoat thong tin ma con giup nang cao hieu qua hoat ong cua n v. Nghien cu s dao ong cua tai giup ta hoan thien hn viec to chc san xuat: to chc lao ong theo khong gian, phan chia ca kp, tnh toan che o ngh ngi, ngh mat cua ngi lao ong sao cho hp ly. Tnh xem nen nh ky bao dng, sa cha, nang cap thiet b vao thi ky nao e co the nang cao hieu suat s dung kenh thoai, hieu suat s dung may moc thiet b. Ngoai ra, e nang cao chat lng hoat ong cua n v, ta can phai tuan thu ung quy trnh khai thac, bao dng. Chat lng hoat ong phai c kiem tra, theo doi trong suot qua trnh khai thac. Viec theo doi chat lng lu thoat thong tin, ta dung mot cong cu quan ly rat hu hieu, o la thong ke.
3.2.2.2
Phng phap quan ly chat lng bang thong ke: Tang ty le nhng cuoc goi thanh cong nh ap dung bieu o kiem tra:
3.2.2.2.1
Trong phan ly luan chung ta a noi: Chat lng san pham, dch vu la do he thong quan ly chat lng mang lai ch khong ch phu thuoc vao cong nghe va nguyen vat lieu. Qua phan khao sat hien trang chat lng mang, ta thay ch tieu Ton that noi mach con cao. ay la mot trong nhng van e noi com trong he thong ch tieu chat lng hien nay. Trong luan van nay xin c e xuat ap dung phng phap Quan ly chat lng bang thong ke (SQC: Statistical Quality Control), e ieu chnh ty le Ton that noi mach cho hp ly. Cu the la se la dung cong cu bieu o kiem soat cua nha Thong ke Kinh te hoc ngi My: tien s Wiliam Edwards Deming (sinh nam 1900). Ap dung ly thuyet cua TS Deming e xay dng bieu o kiem soat cho tram ien thoai t ong, gom 3 bc: Bc 1: Thong ke lng lu thoat thoai vu. Tuy theo loai tong ai ma ta ap dung cach 1 hoac cach 2. Cach 1: Thong ke gia bang cach quay so goi th (thong ke nhu cau gia). Sau khi goi u so lan quy nh (theo nguyen tac ieu tra chon mau trong thong ke), ghi lai tong so cuoc noi thong, khong noi thong va ac tnh chng ngai (thong thng khoang 10% so thue bao).
Cach 2: oi vi nhng tong ai mi Tong ai ien t ky thuat so cac thanh pho ln th co gan thiet b t ong kiem tra trong ai. Khi o ta thong ke lu thoat lng thoai vu thc te. Qua thc te kiem tra, thiet b se ghi lai so cuoc noi thong, so cuoc khong noi thong va nguyen nhan chng ngai. ay do dung lng tong ai la 10.000 so nen ta dung cach 1, quay th 1.000 lan/ngay; t 13 gi en 16 gi vao luc lng tai cao, so ngay quay th: 20 ngay t 01/01/2003 en ngay 20/01/2003. Ket qua nghien cu c tong hp bang sau: Bang 3.4: Thong ke ty le ton that noi mach.
Mau, Mi 1 2 3 4 5 6 7 8 9 10 Tan suat ton that noi mach, fi 18 21 10 14 18 12 13 11 17 8 pi, lan p i, % Mau, Mi 11 12 13 14 15 16 17 18 19 20 Tan suat ton that noi mach, fi 16 11 17 9 19 14 12 20 15 9 pi, lan pi, %
0,018 1,8 0,021 2,1 0,010 1,0 0,014 1,4 0,018 1,8 0,012 1,2 0,013 1,3 0,011 1,1 0,017 1,7 0,008 0,8 Tong cong (Nguon: T khao sat va tong hp)
0,016 0,011 0,017 0,009 0,019 0,014 0,012 0,020 0,015 0,009 0,284
1,6 1,1 1,7 0,9 1,9 1,4 1,2 2,0 1,5 0,9 28,4
Vi: pi: Ty le ton that noi mach mau kiem tra th i. pi = fi/n fi: Tan suat ton that noi mach cua mau th i. Bc 2: Xay dng bieu o kiem tra chat lng: can c vao ch tieu ton that cho phep vi tng loai tong ai- ta xac nh: ng trung tam (TT): p The hien ty le ton that noi mach cho phep hoac trung bnh.
p=
( )
p
i =1
0,284 hay 1,42% = 0,0142 20
M: Tong the mau. Gii han tren (GHT) va gii han di (GHD):
e tnh c GHT va GHD trc het ta tnh o lech chuan:

=
p (1 p ) = 0,0142(1 0,0142) = 0,1183
GHT cua so cuoc noi khong thong: 0,1183

GHT = p + t n = 0,0142 + 3 1.000
= 0,0254 hay 2,54%
Vi: n: So lan quay thoai vu gia (kch thc cua mau). t: He so xac nh mc o dao ong sai so (con goi la he so tin cay, phu thuoc vao o tin cay, co the tra trong bang tch phan Laplace). ay, e ngh s dung t=3 cho cac ng gii han. GHD cua so cuoc noi khong thong: 0,1183 GHD = p + t = 0,0142 3 = 0,0029 hay 0,29%
n 1.000
Bao ong tren (BT) va bao ong di (BD): Khi t=2 th hai ng gii han tren va gii han di thanh bao ong tren va bao ong di. 0,1183 = 0,0142 + 2 BT = p + t =0,0217 hay 2,17%
n 1.000
BD = p t
0,1183 = 0,0142 2 = 0,0067 hay 0,67% n 1.000
GHT va GHD cung nh BT va BD cung oi xng nhau qua TT. Sau khi xay dng bieu o kiem tra tren he truc toa o vuong goc co truc tung y bieu dien ty le ton that noi mach, cac gia tr ton that noi mach pi c at tng ng vi th t mau tren truc hoanh x, ta chuyen sang bc 3.
Bieu o 3.1: Bieu o kiem tra chat lng noi mach.
Ty le TTNM, % 3 2.5 2 1.5 1 0.5 0

GHT
2.5 4 2.1 7 1.4 2 0.6 7 0.2 9
B T TT
B D GHD
Th t 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 mau
Bc 3: Ta oi chieu so lieu thong ke cua bieu o kiem tra vi 5 ieu kien cua qua trnh c kiem soat bang thong ke e anh gia va ra quyet nh thch hp: Can so sanh bieu o vi 5 ieu kien sau: Khong co gia tr ty le ton that noi mach p i nao nam ngoai GHT va GHD. 2. Khong c co 2,5% so gia tr pi (so lng mau) nam trong khu vc bao ong va gii han. 3. Khong c co 2 lng gia tr pi (2 mau) lien tiep nam gia khu vc bao ong va gii han. 4. Khong co nhieu hn 6 lng gia tr pi lien tiep mot ben TT. 5. Khong c co ln hn 6 so gia tr pi lien tiep cung tang hoac giam.
1.
Vi ket qua a khao sat va tong hp, chung ta de dang nhan thay tren o th, tat ca cac iem eu khong vt qua BT va GHT; BD va GHD. oi chieu vi 5 ieu kien cua qua trnh c kiem soat bang thong ke, ta thay khong vi pham ieu kien nao. T o ket luan rang, tram ien thoai hoat ong bnh thng, khong can thiet co s sa oi trong cong tac kiem tra va bao dng, sa cha nh ky v qua trnh noi mach cua tram ien thoai t ong la qua trnh c kiem soat bang thong ke hay nguyen nhan gay nen viec giam chat lng (s co) la nguyen nhan ngau nhien (nam ngoai s kiem soat cua he thong).
Can co qua trnh theo doi thng xuyen, neu thay co iem vt BT va GHT; BD va GHD th chan chnh kp thi e he thong tong ai hoat ong bnh thng.
3.2.2.2.2
S dung bieu o Pareto e quan ly chat lng to quan ly thue bao:
Qua thong ke ve bao cao tnh hnh va so lieu giai quyet khieu nai cac dch vu ien thoai, ta thay co mot so nguyen nhan gay anh hng en chat lng dch vu la:
-
Do Do Do Do
tnh sai cc. thi gian ch lap at thiet b cham. thi gian ch sa cha cham. thai o phuc vu cua nhan vien.
S dung bieu o Pareto se giup ta nhanh chong phan tch c nhng van e nao can quan tam e cai tien chat lng cua dch vu va van e nao la khong may quan trong. No giup ta phan bo s u tien khi giai quyet van e. Thiet lap bieu o: Qua so lieu thong ke trong 1 ngay, co 10 khieu nai cua khach hang va so lan khieu nai trong tong so thue bao ang hoat ong la 335.258 so c the hien nh sau: Bang 3.5: Thong ke khieu nai trung bnh trong 1 ngay.
Nguyen nhan khieu nai A. Do tnh sai cc B. Do thi gian lap at thiet b cham C. Do thi gian sa cha cham D. Do thai o phuc vu cua nhan vien Tong cong
(Nguon: Thong ke TTDVKH)
So lan khieu nai 4 3 2 1 10
Ty le % 40 30 20 10 100
Ty le cong don 40 70 90 100
T bang d lieu tren, ta ve c bieu o sau: Bieu o 3.2: Thong ke nguyen nhan khieu nai cua khach hang.
4 3.5 3 2.5 2 1.5 1 0.5 0
C Nguye nha khie na n D n u i
Bieu o cot dung e bieu dien rieng biet tng ket qua, cho ta thay nguyen nhan dan en s khieu nai cua khach hang ve chat lng ien thoai. Chung ta se phan tch tng nguyen nhan e e ra bien phap khac phuc nham giam so khieu nai cua khach hang, nang cao chat lng dch vu. 1/ oi vi cong tac tnh cc: Trong thi gian qua, mot so khach hang phan nan ve cc ien thoai nh: khong goi ma b tnh cc, cc ph thang a thanh toan nhng b cong don cho thang tiep theo, cuoc goi co thi gian keo dai Bien phap khac phuc: n v phai xem lai chng trnh tnh cc, loi trong hoa n tnh cc va nhanh chong khac phuc sai sot khong e chung tai dien, ong thi, hng dan khach hang s dung phan mem chong trom cc quoc te. 2/ oi vi cong tac lap at thiet b: Do ton ong nhieu n yeu cau lap at ien thoai cua khach hang, ma kha nang cua n v cha ap ng kp thi v mot so nguyen nhan: khong u cap, khach hang cha thanh toan ph lap at Bien phap khac phuc: n v co gang phoi hp vi cac n v co lien quan e hoan thanh thu tuc xin giay phep ao ng trong thi gian sm nhat, nhanh chong lap at he thong cap e giai quyet so n ton va d oan so n xin lap at mi phat sinh. Hien tai, khi ma kinh te xa hoi phat trien manh TPHCM a hnh thanh nhieu khu o th, dan c mi th nhu cau s dung ien thoai nhieu hn. 3/ oi vi cong tac sa cha: Hong hoc co rat nhieu loai: do may thue bao b am, may co chat lng kem, s co day thue bao b t tai
hop cap, b chap day i ngam, chap day ngoai tri do ieu kien thi tiet, do khach quan, cap b chap, t gan hop capNhng do s co, hong hoc ma khach hang bao h dien ra cung thi gian nen sa cha khong kp nen co s phan nan t pha khach hang. Trong trng hp nay, n v can co s thong cam t khach hang va se khac phuc s co trong thi gian sm nhat e am bao ch tieu chat lng cua n v, ong thi khong e khach hang b gian oan lien lac lau. e khac phuc, n v nen thung xuyen nhac nh cong nhan sa cha, au noi can than hn trong khi lam viec tranh sai sot, hng dan khach hang s dung loai may tot va bao quan may ni kho rao. 4/ oi vi thai o phuc vu cua nhan vien: ay la ch tieu nh tnh rat kho xac nh va kiem soat c. Khach hang phan nan mot so t nhan vien khong niem n, khong hng dan tan tnh, co thai o khong can khach hang n v nen co hnh thc thng phat, cham iem chat lng khuyen khch nhan vien hoan thanh tot nhiem vu. Ben canh, n v tao ieu kien cho nhan vien boi dng them kien thc ve nghe thuat giao tiep, ng x e giao tiep vi khach hang tot hn. 3.2.2.3 Tuyen dung, ao tao, boi dng va ieu ong nhan s mot cach khoa hoc: 3.2.2.3.1 Ve van e tuyen dung: e nang cao cong tac tuyen dung, Bu ien TPHCM can chu y: * Chuan b khau tuyen dung that tot: - Thanh lap hoi ong tuyen dung, quy nh ro ve so lng, thanh phan va quyen han cua hoi ong tuyen dung. - Nhng thanh vien trong hoi ong phai la nhng ngi a nghien cu ky, am hieu cac loai ban ban, quy nh cua Nha nc va cua VNPT ve van e tuyen dung. Phai nam ro cac tieu chuan quy nh cho tng loai lao ong: chuyen mon, GDV, TV - Can c vao cac tieu chuan quy nh e xay dng cac tieu thc cu the cham iem cac ng vien, tranh trng hp moi thanh vien trong hoi ong co y kien, anh gia ve ng vien khac nhau.
* Thong bao tuyen dung rong rai: Nen thong bao tuyen dung tren cac phng tien thong tin ai chung nh: quang cao tren bao ai, tivi, trung tam dch vu lao ong, yet th trc c quan, doanh nghiep. Thong bao nen ngan gon nhng ro rang, chi tiet va ay u nhng thong tin c ban cho ng vien. * Chu y en yeu to sc khoe: ay la yeu to ang quan tam khi tuyen chon. V du ng vien co ap ng ay u yeu to ve trnh o hoc van, thong minh, t cach tot, nhng neu sc khoe khong am bao cung khong nen tuyen dung. e co anh gia chnh xac ve sc khoe ng vien can yeu cau cac trung tam kham sc khoe lam viec nghiem tuc. Trong nganh Bu ien co nhieu phong kham a khoa trc thuoc, nen co the kiem soat chat che c van e nay. Trc ay, co nhieu ng vien khi kham sc khoe ch can en mot phong can o la co ngay mot phieu nhan xet ay u ve mat, tai mui hongva sc khoe loai tot (ch can ong ph dch vu). * Ra quyet nh tuyen dung sau khi th viec: Moi khau trong qua trnh tuyen dung eu quan trong nhng khau cuoi cung: ra quyet nh tuyen dung van la khau quan trong nhat. e quyet nh ung an, hoi ong can co ay u thong tin chnh xac ve ng vien. ng vien at so iem tong hp cao nhat se c chon, ong thi can thc hien giai oan th viec v th viec la giai oan kiem tra toan dien nhat. 3.2.2.3.2 Boi dng va ao tao nhan lc: Con ngi la yeu to so 1 trong quan tr, nen phai c ao tao boi dng oi mi t duy va triet ly quan tr, t quan tr cong viec cua mnh. Co tinh than to nhom va cong ong. Lau nay chung ta qua quen vi cach quan tr cu nh nhieu ngi e cap en o la Manh dan, nang ong, khong si sai, rut kinh nghiem, sai au sa o, cach lam nay qua ton kem, qua lang ph, biet nhng khong muon sa. Quan tr chat lng bat au bang giao duc va ket thuc cung bang giao duc. Trong cac quy tac au t, co quy tac 80:20 cua Pareto. Theo quy tac nay: co nhng viec au t 80 phan ch thu c 20 phan hieu qua, th du au t vao may moc thiet b. Nhng co nhng viec au t 20 phan lai thu c 80 phan hieu qua.
Th du au t vao giao duc. Co the noi rang, trong kinh doanh, au t vao giao duc la th au t hieu qua nhat, lau ben nhat. Tuy nhien, tren thc te th c che cha c thoang, khong the thay oi mot luc c. Ma viec ao tao quan ly chat lng phai c bat au dan t: nhan Cap lanh ao. Cap to trng, trng ai. Cac ky s, ky thuat vien, kiem soat vien. Cuoi cung la rong rai en tat ca can bo cong vien.
Phng phap hoc tuy theo tng cap e bo tr thi gian va noi dung cho phu hp vi tng oi tng. 1. La chon hnh thc ao tao: Nhng nhan vien c tuyen vao lam viec tai cac n v trc thuoc Bu ien TPHCM a hoac se c ao tao, boi dng them tao ni lam viec hoac ngoai ni lam viec. - ao tao tai ni lam viec: c ap dung vi nhng oi tng sau: + a tot nghiep cac trng day nghe, trng cao ang hoac Hoc vien cong nghe Bu chnh Vien thong, nay can tap huan them e quen vi tnh hnh thc te, vi may moc thiet b ni san xuat. + Nhng lao ong cha qua ao tao, se la cong nhan khai thac, lam nhng cong viec khong phuc tap, nen cha can cho i hoc dai han ma ch can hoc nghe tai ni lam viec la u.
- ao tao ngoai ni lam viec: (tai cac trng cong
nhan day nghe, Hoc vien cong nghe Bu chnh Vien thong) c ap dung cho nhng oi tng can nang cao trnh o va i hoc dai han t mot nam tr len. ay, ngi viet luan van xin e xuat mot so giai phap e nang cao chat lng ao tao tai ni lam viec. Ben canh nhng u iem, ao tao tai ni lam viec co mot so nhc iem can khac phuc la: + Ngi hng dan thng khong co kinh nghiem ve s pham. + Ngi hng dan cam thay hoc vien la moi nguy hiem oi vi cong viec cua ho nen khong nhiet tnh hng dan. Giai phap e khac phuc nhc iem nay la:
+ Cho nhng ngi thng xuyen tap huan cho nhan vien i hoc lp s pham. Hoc lp s pham khong chiem nhieu thi gian lam, chi ph (hoc ph) bo ra khong cao nhng mang lai hieu qua ln: huan luyen cho nhan vien cap di mnh tot hn, ngoai ra nhng nguyen ly giang day trong lp s pham con giup cho ngi c hoc tang hieu suat lam viec v trong chng trnh co ca mon tam ly, se co tam nhn, s phan oan chnh xac hn. + Gi giang day tap huan cung c tnh vao khoi lng cong viec khi xet khen thng, bnh bau. Nhng ngi ao tao c nhieu nhan vien gioi se c nang len v tr cao hn. Can tap huan nhan vien cu nhan thc rang: e gi vng v tr cong viec cua mnh th phai cung nhau phan au, thi ua canh tranh lanh manh, ch khong giau nghe vi nhng nhan vien mi va khong the tru em mai oi vi nhng nhan vien thc s gioi, co y ch.
2. Ve noi dung ao tao:
oi vi tng oi tng nhan vien khac nhau can co noi dung ao tao khac nhau: oi vi lao ong quan ly: can phan cap giao quyen ro rang, khuyen khch s oc lap va sang tao, nam vng chu trng, chnh sach cua n v, cua Nganh.
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oi vi lao ong ky thuat: thng xuyen ao tao va tai ao tao e thch ng vi cac loai cong nghe mi, t o lam chu cong nghe va toi u hoa cac chc nang tien tien cua cong nghe. Vi lao ong ky thuat can lay nang suat, hieu qua lam chuan mc.
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oi vi lao ong khai thac va phuc vu: nang cao trnh o hieu biet ve dch vu e tranh lung tung trong x ly nghiep vu. ong thi, lay ky nang va tac phong phuc vu lam tieu chuan anh gia. Co the chuan hoa thai o phuc vu cua nhom nhan vien nay thanh nhng yeu cau sau:
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Co thai o lch s, niem n, an can, tan tnh, chu ao khi ap ng nhng nhu cau cua khach hang, cham soc khach hang. + Nam vng cac chu trng, chnh sach cua n v, cua Nganh va quy trnh, the le, thu tuc cung ng dch vu. + Phai biet lang nghe va x ly cac van e mong muon cua moi loai khach hang.
Can giao duc va huan luyen cho nhan vien cach ng x lam cho khach hang hai long theo cac phng cham: + Ton trong ngi oi thoai, ng bao gi che ho lam, sai! + ng tiet kiem li khen chan thanh! + Thanh thc quan tam ti khach hang! + Lay li ch e thuyet phuc ho! + Gi nu ci tren moi, nh ten, s thch cua khach hang! + Nghe nhng ieu ho muon noi, noi nhng ieu ma ho muon nghe! + Khong thang khach hang bang ly! + Thanh thc xin loi!... Mot so kinh nghiem e phuc vu khach hang nh sau: + Noi nhe nhang, va nghe, ng cao giong qua ien thoai khi mnh nghe khong ro ma hay yeu cau khach hang noi to hn va hoi xem ho co nghe ro khong. + Thong bao cho khach hang biet mnh ang tien hanh tiep thong hoac ang tm d lieu trong khi khach hang cam may ch. Khong nen e khach hang ch i hoan toan trong im lang, ho co the ngh rang mnh b mat lien lac vi tong ai. + Can gac may sau khi khach hang a at may. + Nhac lai thong tin e ong kiem vi khach hang, ac biet la cac con so Do lng thong tin ngay nay rat ln, khoa hoc ky thuat tien bo nh vu bao, nen can phai ao tao va ao tao lai e tranh lac hau. Mat khac, can ren luyen cho nhan vien tnh kien nhan khi giao tiep vi khach hang mi co the thc hien tot cac phng cham tren. 3.2.2.4 ay manh cong tac cham soc khach hang: 3.2.2.4.1 Phan nhom khach hang: Muc tieu cua cong tac cham soc khach hang la duy tr mat thiet moi quan he gia khach hang va nha cung cap. ay manh hoat ong cham soc khach hang se lam cho khach hang ngay cang trung thanh hn vi nha cung cap dch vu. Cac hoat ong nay tuy a c Bu ien chu y en nhng ch mi tap trung khau giai quyet thac mac, khieu nai cua khach hang. V vay e cong tac nay hoat ong tot hn can phai: Vi dch vu ien thoai co nh: Co ke hoach bao hanh, bao dng cac thiet b ng truyen thng xuyen, sa cha thiet b au cuoi, khac phuc moi
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s co ky thuat, tao ieu kien thuan li cho khach hang co the thoa man nhu cau trao oi thong tin trong moi tnh huong. - ay manh cac hoat ong nghien cu th trng, nghien cu khach hang nham hieu c nhu cau, s thch cua khach hang, t o co giai phap cham soc khach hang cho thch hp. e nghien cu khach hang, ta co the phan khach hang theo cac nhom sau: Theo mc o s dung: so phut, so cuoc Theo dch vu: dch vu truyen thong, mi, co nh, di ong Theo nganh nghe: doanh nhan, cong chc, nong dan Theo tuoi tac: ngi cao tuoi, trung nien, thanh nien Tuy theo muc ch nghien cu ma ta se chon tieu thc e phan nhom khach hang cho thch hp. Ngoai ra co the phan chia ket hp gia cac tieu thc tren. Qua so lieu thong ke thu thap c, ngi viet luan van a rut ra mot so ac iem ve khach hang nh sau: e nghien cu mc o khach hang s dung dch vu mi (VOIP) ta chia khach hang ra thanh 4 nhom: Nhom khach hang hanh chnh s nghiep thuoc c quan Nha nc, nhom doanh nghiep, t nhan va cong ty lien doanh, nc ngoai. So lieu ieu tra tai: ong Nai, Thanh pho Ho Ch Minh. Bang 3.6: Ty trong khach hang s dung dch vu VOIP tai ong Nai va Thanh pho Ho Ch Minh.
STT 1 Nhom khach hang Ty trong dch vu VOIP, % Dch vu 178 tai Dch vu 171 tai TPHCM ong Nai 4 6 15 68 11 100
Hanh chinh s nghiep, Nha nc 2 Doanh nghiep trong 17 nc 3 T nhan 72 4 Cong ty lien doanh, 7 nc ngoai Cong 100 (Nguon: Tong hp t so lieu cua VNPT)
Qua bang so lieu tren ta thay ro mac du hai a ban khac nhau va hai nha khai thac khac nhau, nhng mc o s dung dch vu mi (co gia cc re hn gia cc ien thoai truyen thong, chat lng tuy khong bang chat
lng dch vu ien thoai truyen thong nhng chap nhan c) eu co cung th t xep hang:
1.
2. 3.
4.
T nhan: la nhom ngi s dung dch vu tiet kiem nhieu nhat v ho phai bo tien tui ra, nh vay viec quang cao dch vu 171 la se nham vao cac thue bao t nhan. Doanh nghiep trong nc: nhom khach hang nay ng th hai trong v tr s dung dch vu tiet kiem. Cong ty lien doanh, nc ngoai. Cac n v hanh chinh s nghiep cua nha nc: ay la nhom t quan tam en viec phai tiet kiem khi s dung dch vu ien thoai nhat.
Cung vi nhom khach hang tren, nhng neu e nghien cu thi gian s dung dch vu th ta khong chia thanh bon nhom ma lai chia thanh hai nhom th mi thay c ac trng chung: Bang 3.7: Ty trong nhom khach hang s dung dch vu ien thoai theo gi.
Nhom Kinh doanh, lam viec gi hanh chnh Nhom ho gia nh Lu lng goi theo gi, % 7-17 17-22 22-7 Con g 90 7 3 100 20 74 6 100
(Nguon: Tong hp t so lieu cua VNPT)
Nh vay nhom thue bao la khach hang kinh doanh, lam viec gi hanh chnh se goi ien thoai nhieu t 8 gi sang en 5 gi chieu, con nhom ho gia nh tap trung goi sau au gi chieu. Qua khao sat, tm hieu co the a ra mot so ac iem tam ly cua mot so nhom khach hang va cach giao tiep thch hp nh sau: Vi nhom khach hang cao tuoi (a ve hu): ho la nhng ngi ky tnh, ch s dung dch vu khi that can thiet, thch dung loai dch vu gia re nhng chat lng tot, de s dung. Ho muon c tran trong, c hoi y kien t van e chng to rang mnh van con minh man, sang suot, van co ch cho xa hoi. Vi nhom khach hang trung nien: Nen gii thieu vi nhom khach nay cac dch vu co gia cc va phai, chat lng cao nham giup cho cong viec cua ho nhanh chong, thuan tien, kp thi. Vi thanh thieu nien: Dung nhieu nhng dch vu mi, dch vu gia tr gia tang, thch khoe e chung to mnh
sanh ieuVi nhom khach nay can thng xuyen tung ra cac dch vu mi co tnh thi trang nh ien thoai thay hnh, tin nhan vi nhieu hnh anh, logo ep. Vi nhom khach hang la doanh nhan: ac biet la chu cac doanh nghiep t nhan la nhng ngi tao bao, co gan lam giau, chap nhan mao hiem, s dung dch vu chu yeu nham phuc vu cho kinh doanh. Ho nhanh chong quyet nh mua cac san pham, dch vu mi neu cac dch vu nay mang lai hieu qua cao trong viec lam an. Do vay, nen gii thieu vi ho nhng dch vu phuc vu tot cho viec kinh doanh nh dch vu WAP, cac dch vu gia tang tren internet Vi nhom khach hang la tr thc: Khi gii thieu san pham, dch vu ta phai biet giai thch ro li ch, cong dung mot cach khoa hoc, co c s, noi nang nhe nhang, lch s, ton trong se thu hut c ho. Nh vay, vi tng nhom khach hang, chung ta se co nhng san pham phuc vu rieng (muc tieu). e hieu khach hang ro, nen to chc Hoi ngh khach hang nh ky (khoang 6 thang mot lan) e lay y kien phan anh ve chat lng dch vu Vien thong, ve gia cc, ve thai o phuc vu cua nhan vien Bu ien t pha khach hangT o kp thi chan chnh nhng iem con thieu sot. Hoat ong cham soc khach hang khong ch dng lai khau giai ap nhng thac mac, khieu nai cua khach hang, ma can ho tr cho khach hang nhng thong tin can thiet hng dan s dung ke ca dch vu mi va dch vu cong them, thu tuc ang ky s dung dch vu, giai ap cho khach hang cac s co ma ho gap phai khi s dung dch vu. Can bo sung them nhan vien, m rong them ng goi vao cac ai giai ap thong tin cho khach hang v hien nay viec goi vao thng b nghen mach. 3.2.2.4.2 Hng dan khach hang quan ly cc: e ngan chan viec phat sinh cc quoc te ngoai y muon, nhieu nam qua cac nha cung cap dch vu internet a khuyen cao khach hang ve viec s dung ng ien thoai (co ang ky goi quoc te) e truy nhap internet, co kha nang b goi i quoc te ngoai y muon (do bi cac phan mem va cac trang web khong lanh manh). Nhng tren thc te s co tren van xay ra vi nhieu khach hang. Nham giam thieu en mc thap nhat tnh trang nay, e ngh Cong ty ien thoai ong pho bien phan mem Iconnection monitor 2003 co chc nang giam sat ket noi
internet vi kha nang phat hien modem quay so quoc te. Khi phat hien ket noi bat hp phap, phan mem se cat ngay ket noi va thong bao cho ngi s dung biet. Sau khi cai at xong, iconnection monitor 2003 se t ong thi hanh moi khi khi ong may tnh, giam sat viec quay so cua modem, phat hien va cat cac cuoc goi quoc te. Ben canh, Cong ty can hng dan khach hang can nam ro nhng nguyen nhan phat sinh cuoc goi ngoai y muon, e t o ma co nhng bien phap nham phong tranh thch hp. Qua nghien cu thc te, tac gia xin a ra mot so nguyen nhan va bien phap tranh phat sinh cuoc goi ngoai y muon nh sau: 1/ Nhng nguyen nhan phat sinh cuoc goi ngoai y muon cua chu may: Ngi quen, ngi giup viec cua gia nh hoac ban be cua con cai trong gia nh nhan vien hay khach cua Cong ty s dung ien thoai ma chu may khong nam c, nhat la trong trng hp may co m quoc te hay lien tnh. Cuoc goi keo dai hoac cc noi hat tang cao do ng day ien thoai co gan modem TSL hay truy cap internet, ac biet trong cac gia nh co cac em HSSV thng s dung vao buoi toi ma chu may khong nam c. Ket thuc am thoai khong at ong nghe ngay ngan tren may hoac at tren may song song, quen ngat may khi cho may noi ra loa, neu au ay ben kia cung khong ngat may th cuoc goi cung se b keo dai cho en khi 1 trong 2 ben s dung may cho cuoc goi khac. Lien lac nhieu lan au day ben kia co gan may Fax, modem, hay hop thkhong am thoai c nhng ng thong a ket noi van b tnh tien. Bam so sai, nhat la cuoc goi lien tnh hay quoc te.
2/ Mot so bien phap e tranh phat sinh cac cuoc goi ngoai y muon:
Quan ly chat che viec s dung may bang cach s dung dch vu ma so rieng ngan hng goi quoc te, lien tnh, di ong, 1080 e ch co ngi biet ma so mi lien lac c cac hng o. Viec rut may ien thoai ra khoi o cam khong phai la bien phap an toan v ngi khac co the cam may vao goi de dang.
Bam so chnh xac & kiem tra viec ngat may khi ket thuc cuoc goi. Quay so xong, khong nghe tn hieu g hoac nghe tn hieu la, quy khach nen lien lac ngay vi TV e nh giup (lien tnh: so 101; quoc te: 110). 3.2.2.5 Tang cng hoat ong xuc tien cua Cong ty nhng bien phap can lam: Hoat ong xuc tien la mot trong 4 nhom cong cu chu yeu cua marketing mix ma Cong ty co the s dung e tac ong vao th trng muc tieu nham at muc tieu kinh doanh cua Cong ty. Ban chat cua cac hoat ong xuc tien chnh la truyen tin ve san pham va Cong ty en khach hang e thuyet phuc ho s dung. Hoat ong xuc tien ban gom mot so noi dung chu yeu sau: 3.2.2.5.1 Quang cao: Do ac iem ac thu cua dch vu khong the hap dan khach hang bang mau sac, kieu dangnh cac san pham hu hnh khac, nen khach hang kho co the tiep can hay hieu biet ve cac dch vu neu nh khong c cung cap ay u thong tin ve dch vu hoac trc tiep s dung dch vu, cong ty can cung cap cac thong tin ve dch vu, s tien ch cua dch vu do mnh cung capThong qua hoat ong quang cao, mc o hieu biet, nhan thc cua khach hang oi vi dch vu ngay cang c nang cao, ong thi tao ieu kien thuan li cho khach hang co the la chon nhng dch vu phu hp vi nhu cau cua mnh. Cac phng tien e thc hien quang cao cho dch vu rat a dang: 1/ Quang cao tai cac iem ban hang: Bo sung cac bang hng dan s dung dch vu tai cac bu cuc va iem giao dch vi khach hang nham tang them s hieu biet cua khach hang oi vi dch vu, giup khach hang tham gia de dang vao qua trnh hnh thanh dch vu. 2/ Quang cao tren cac phng tien ac thu do doanh nghiep quan ly nh: may ien thoai, cabin ien thoai, cac loai the ien thoai, oto chuyen nganh, nien giam ien thoaiCac phng tien nay can c khai thac triet e e quang cao cho cac dch vu nham tiet kiem chi ph, bo tr cho cac phng tien quang cao khac nham tang them cng o tac ong cua quang cap ti khach hang. 3/ Quang cao tren cac phng tien thong tin ai chung nh: bao, tap ch, truyen hnh, phat thanh, pano at nhng ni ong ngiCac phng tien nay hng ti
khach hang hien tai va tiem nang v thong iep cua chung c truyen phat ben ngoai doanh nghiep. Bo phan quang cao can nghien cu, anh gia c thoi quen, thi iem s dung phng tien truyen thong cua khach hang muc tieu; anh gia u the va han che cua tng loai phng tien ve cac ch tieu chu yeu nh pham vi, tan suat hoat ong, chi phxem xet s phu hp gia phng tien vi tnh chat cua dch vu can quang cao va ngan sach quang cao. 3.2.2.5.2 Khuyen mai: Thc te cho thay hoat ong khuyen mai la bien phap marketing rat co hieu qua trong viec m rong th trng, tang toc o thue bao, tang mc o s dung dch vu, tao s trung thanh t pha khach hang va cac ai ly oi vi nha cung cap dch vu. e khac phuc tnh trang chong cheo, lang ph trong hoat ong khuyen mai, nang cao hieu qua hoat ong nay, Toi xin e xuat mot so bien phap sau: - Ke hoach khuyen mai phai c xay dng tren c s muc tieu marketing, quan he cung cau, tnh hnh canh tranh, ket qua nghien cu th trng. - oi vi dch vu t b canh tranh, thc hien khuyen mai oi vi khach hang ln, khach hang s dung nhieu, khang nh v tr cua doanh nghiep trong lnh vc vien thong. - oi vi cac dch vu mi, dch vu canh tranh, can co hnh thc khuyen mai phong phu, phu hp nham phat trien dch vu, chiem lnh th trng, ap dung cac hnh thc khuyen mai tron goi khi khach hang s dung nhieu dch vu cua doanh nghiep. Thc hien tot tat ca cac khau trong quy trnh khuyen mai: xac nh muc tieu, d toan chi ph, la chon hnh thc, quy mo, oi tng, xay dng chng trnh, anh gia hieu qua cua khuyen mai. 3.2.2.5.3 Cung ng dch vu trc tiep: La chon, huan luyen oi ngu nhan vien cung ng dch vu co kien thc va chuyen sau va tong hp, cap nhat ay u cac thong tin lien quan en kha nang cung cap dch vu, gia cc, quy trnh cung cap dch vu, ong thi co kien thc va kinh nghiem tot trong giao tiep va ng x. To chc tot dch vu ho tr khach hang, gom: Ho tr khach hang qua nhan vien ho tr trc tiep chuyen nghiep nh cac nhan vien tai ai giai ap nghiep vu, thc hien cac cong viec hng
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dan, t van s dung dch vu, hng dan thu tuc ang ky dch vu, hng dan cach s dung TBC, gii thieu cac dch vu mi, giai ap ve cc ph va cac nhan vien ho tr trc tiep oi vi khach hang la cac doanh nghiep ac biet, doanh nghiep ln. - Ho tr khach hang qua nhan vien ho tr trc tiep khong chuyen nghiep bao gom: nhan vien lap at, sa cha, bao dng, nhan vien thu cc Tao moi trng giao dch hap dan, tien li cho khach hang: - Tai cac iem giao dch cung cap dch vu can phai niem yet ay u cac bang thong bao gia cc, hng dan s dung dch vu, gi ong m ca giao dch - Tai cac iem tiep nhan nhu cau au noi hoa mang phat trien thue bao dch vu vien thong, phai trang b may tnh noi mang trc tiep vi he thong quan ly mang nh mang cap, mang tong ai, s o quan ly mang e co the tra li khach hang mot cach nhanh chong, chnh xac ve kha nang ap ng nhu cau cua ho. To chc cho khach hang gop y ve chat lng dch vu, thai o phuc vu cua nhan vien bang nhieu hnh thc nh th gop y, so gop y, hop th gop y. 3.2.2.5.4 Tang cng quan he cong chung: Trong san xuat kinh doanh viec giai quyet tot nhng phan ng, vng mac va than phien cua d luan xa hoi, viec phuc vu tan tnh, chan thanh, thai o khiem ton cau th se lam tang uy tn cua doanh nghiep. Uy tn la mot nhan to co tnh quyet nh oi vi mc o ung ho cua chnh quyen cac cap cua moi tang lp xa hoi va oi vi s tang trng cua doanh nghiep. Co the noi uy tn tr thanh mot nguon thu vo gia co anh hng ca gian tiep va trc tiep en hieu qua kinh doanh va sc canh tranh cua doanh nghiep tren th trng. e gi gn va phat huy uy tn can chu y cac hoat ong nham tang cng quan he vi cong chung bang mot so bien phap sau: Thng xuyen co bai tren cac loai bao ch, ai phat thanh, truyen hnh ve hoat ong cua doanh nghiep, nhat la khi at c nhng thanh tch noi bat, khi co s kien ln nh tong ket nam, tong ket giai oan phat trien, m dch vu mi, tham gia phong chong thien tai, am bao an ninh quoc phong
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Co bo phan chuyen trach theo doi cac bai viet tren bao ch ve doanh nghiep mnh nham kp thi co nhng phan ng hoac lam ro them van e neu xuat hien thong tin sai. - Tang cng cac hoat ong tiep xuc, tuyen truyen ve hnh anh doanh nghiep vi nhom khach hang hien tai va tng lai, cac c quan Chnh phu, cac to chc, hiep hoi kinh doanh, cac nha khai thac khac
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3.2.3 CAC GIAI PHAP KINH TE-XA HOI: Thc te cho thay, tat ca cac nhan vien thng mong i nhng co gang va ket qua thc hien cong viec cua ho se c anh gia va khen thng xng ang. V vay: 3.2.3.1 Chat lng dch vu phai c gan vi che o tien lng, tien thng cua nhan vien va n v Bu ien: Trc het can cai tien dan phng thc xep lng (thu nhap) theo tham nien: Can c vao nang lc e tuyen chon, cung nh xoa bo che o bnh quan chu ngha trong phan phoi thu nhap, ma tnh theo mc o cong hien, so lng va chat lng san pham san xuat. Can c vao mc o hoan thanh ch tieu chat lng (khong sai sot trong viec tiep thong ien am, khong e khach hang phan nanBen canh s phan nan cua khach hang th van co nhieu th cua khach hang, doanh nghiep gi en khen, cam n ien thoai vien, giao ch vien tan tuy va het long vi khach hang) ma ta a ra mc khen thng tng xng. Ngc lai nhng nhan vien vi pham chat lng (bo trc, khong vui ve, nhiet tnh vi khach hang, giai ap sai thong tin) th b giam hoac cat hoan toan tien thng. e anh gia rang nhan vien co hoan thanh chat lng hay khong th ta phai xay dng cho c he thong bao cao ve ch tieu chat lng cho tng ca nhan va ca n v. Chat lng cua tng ca nhan se do n v quan ly va khen thng. Chat lng ca n v c bao cao ve n v cap tren. Vi nhng ca nhan hoan thanh xuat sac nhiem vu co the c n v cap tren khen thng. e ngh anh gia chat lng ien thoai vien bang phng phap cho iem. Cac tieu ch do tac gia e xuat e anh gia ien thoai vien c trnh bay phu luc 3.2 trang 121. Ngay nay, khi cuoc song cua ngi lao ong a c cai thien, con ngi ta khong ch can an no, mac am ma
con can an ngon, mac ep va nhu cau c khang nh mnh th ben canh viec kch thch nhan vien lam viec tot bang nhng khen thng vat chat th phng phap kch thch bang tinh than cung khong kem phan quan trong. 3.2.3.2 Cac giai phap khuyen khch phi vat chat nham kch thch nhan vien lam viec tot: Co nhieu phng phap khuyen khch phi vat chat e kch thch nhan vien lam viec tot, nang cao nang suat lao ong va san pham chat lng cao. Trong luan van nay, ngi viet xin e xuat bon nhom giai phap sau: Cong bo ngi c khen thng cho tap the biet, c hoi thang tien, cong viec thu v va lam viec tot. Cong bo ngi c khen thng: Ben canh cac hnh thc khen thng bang vat chat, ta can lam cho ngi c khen thng cam thay vinh d, c moi ngi ton trong, yeu men bang nhieu cach nh: Thong bao cho toan cong ty, ghi ten nhng ngi xuat sac len Bang vang, vao so truyen thong cua n v, cua Nganh Bu ien, tang danh hieu Ngi xuat sac vi san pham chat lng cao, Ban tay vang To chc cac phong trao thi ua: ng vien quan ly sang gia, thi tay nghe, thi th gioi. Vi cong nhan cho thi nang cao tay nghe, m nhng cuoc thi trac nghiem ve nghiep vu, ve the le thu tuc, ve tac phong ng x ket hp vi viec thc hanh tren may, tren ban khai thac e anh gia nang suat lao ong: tiep thong cac cuoc goi nhanh nhng chnh xac khong co sai sot Vi nhng nhan vien mong muon vn len lam quan ly hay nhng ngi a lam quan ly co the thi di hnh thc trac nghiem tat ca cac ch so: IQ (Intelligent QuotientCh so thong minh), EQ (Emotinal Quotient- Ch so cam xuc), CQ (Creative Quotient- Ch so sang tao), AQ (Adverse QuotientCh so nghch canh) Nhng cuoc thi tren phai xay dng tren tinh than thi ua lanh manh, iem cham cong minh, tao ra bau khong kh vui ve e nhng ngi oat giai c ban be nhn vi anh mat ngng mo. Nhng ngi cha oat giai se theo gng o ma phan au vn len e cung c nh the. Tranh nhng cuoc thi khong cong minh, hay sau khi co ket qua, ngi at iem cao nhat lai b ong nghiep lanh nhat, xa lanh, khi o anh ta se anh gia lai thanh tch cua ban than, nhng ngi khac cung khong con tinh than phan au thi ua.
Can tao c hoi thang tien cho nhan vien:
Lanh ao cac n v can phai hieu c tam t, nguyen vong, nhu cau cua tng nhan vien mnh e co cach khen thng, kch thch phu hp nhat. Nhng nhan vien co cac pham chat nh : Co hoai bao, co y ch, nhay ben, co tnh quyet oan, tin cay, san sang nhan trach nhiem, khong s rui roluon co xu hng vn len, muon c thang tien trong nghe nghiep. Nhng ngi nay sau mot thi gian lam viec, neu a co nhieu cong hien ro rang cho n v nhng neu ch c khen thng ve tien bac th ho co the bo sang lam viec cho cong ty khac e c tr thanh nha quan tr cap cao hn, c th thach nhieu hn. Bi the ben canh viec khuyen khch bang vat chat, chung ta phai kch thch bang bien phap a ho vao v tr cao hn, phu hp hn vi tai nang cua ho v ai cung mong muon phat trien nghe nghiep trong cuoc i lam viec cua mnh. Can tao cong viec thu v: Can bo chuyen mon ky thuat trong Nganh Bu ien la nhng ngi co trnh o chuyen mon sau ve mot lnh vc nao o nh: Ky s, ky s chnh, ky s cao cap chuyen mach Vien thong, ky s truyen dan Vien Thong, ky s tin hocHien nay thu nhap cua cac can bo nay trong Nganh Bu ien tng oi kha, u tieu dung cho gia nh va con co the co d nen nhu cau tien bac oi vi ho khong bc thiet nh vi cac cong nhan va nhan vien hanh chanh. (ieu nay khong co ngha la can bo chuyen mon, ky thuat khong can cac loai kch thch vat chat, tien thng). Mat khac, can bo chuyen mon ky thuat lai co xu hng muon lam viec t do, oc lap, sang tao va muon c s tha nhan cua cac ong nghiep, cong chung. V the mong muon ln nhat oi vi cac can bo chuyen mon ky thuat khi i lam la co thu nhap hp ly ong thi phai co moi trng lam viec thuan li nh co phong th nghiem, kinh ph cho nghien cu khoa hoc ay u e ho co the phat huy toi a nang lc ca nhan. Do o viec tao moi trng lam viec phu hp cho cac can bo ky thuat co the co y ngha kch thch ho manh hn so vi cac kch thch ve vat chat. Can tao ieu kien lam viec thuan li cho nhan vien:
ieu kien lam viec anh hng rat ln en nang suat lao ong va chat lng san pham.
ieu kien lam viec bao gom nhieu yeu to: ieu kien lao ong, to chc va phuc vu ni lam viec, che o lam viec va ngh ngi ay xin ch neu ra cac ieu kien lao ong con cha tot va cac bien phap khac phuc. Hien nay ieu kien lao ong oi vi nhan vien cua Cong ty tai tong ai, tai van phong a kha tot: Tai tong ai va van phong lam viec eu a trang b may lanh (am bao ve nhiet o), o chieu sang, tieng onhau het a at tieu chuan cua to chc lao ong khoa hoc. Cac giao dch ghi se eu c xay dng khang trang Ch con nhng cong nhan ng day la con phai lam viec vat va: Phai au noi cap ngoai ng va tren cao: nang, nguy hiem, nhieu ni con cha co xe cau a cong nhan len sa cha nhng oan cap treo ma ho phai i mn thang roi t tm the e au noi cap di tri nang nong. V the vi nhng oi cong nhan cap nay can trang b them: xe cau a cong nhan len cao vi t the lam viec thuan tien, quan ao bao ho ay u, to chc ung che o uong nc e duy tr s can bang nc trong c the, lam viec tren cao khong b choang: s dung nc c gas hoa, nc co cha vitamin
3.3
KIEN NGH:
3.3.3 VI NHA NC:
Co the noi rang Bu ien Viet Nam trong 15 nam oi mi va qua va hn 8 nam tang toc a co nhng thanh at rat ln va a co nhieu lan bao cao vi ang va Chnh phu. Trong s phat trien, oi mi cua Nganh Bu ien Viet Nam a c anh gia la mot trong nhng Nganh i au trong thi ky oi mi. Trong o khang nh rang Bu ien TPHCM la n v i au cua Nganh Bu ien trong 15 nam oi mi va qua. Tat ca nhng g thuoc cong nghe hien ai nhat, tat ca nhng dch vu mi nhat, tat ca nhng c che ve tai chnh, huy ong von, ao tao nguon nhan lc va mot so c che khac eu xuat phat t a ban cua Bu ien TPHCM va c nhan rong trong pham vi ca nc. Tat ca nhng thanh tu ma Bu ien Thanh pho cung nh Cong ty ien thoai ong Thanh pho at c nh tren, ngoai s phat huy noi lc cua n v ra con nhan c s ung ho, s ch ao sau sat trong 15 nam qua cua cac cap chnh quyen t Chnh phu en Uy Ban Nhan Dan Thanh pho. Tuy nhien van con nhieu han che trong cac
khau ve thu tuc hanh chanh gia Cong ty ien thoai ong vi cac c quan chc nang khac. Tieu bieu nhat la nhng kho khan trong viec xin giay phep ao ng hien nay mat rat nhieu thi gian i phai qua nhieu khau thu tuc hanh chanh. e c cap mot giay phep ao ng cho mot cong trnh thong thng phai mat t 3 thang en 6 thang, trong khi nhu cau thong tin cua nhan dan trong khu vc cong trnh can thi cong th rat bc xuc. Nh vay ro rang la se anh hng en tien o thi cong cua Cong ty va nhu cau thong tin lien lac cua nhan dan. Mot kho khan khac trong viec au t xay dng hoac nang cap c s, ai tram th viec xin giay phep xay dng cung dien ra trong mot thi gian dai. Cho nen e hoan thanh c muc tieu cua to chc, cung nh hoan thanh muc tieu kinh te, chnh tr do Nha nc at ra. Kien ngh vi chnh quyen cac cap phai n gian hoa thu tuc hanh chanh trong khau quan ly e nham tao ieu kien cho Cong ty nhanh chong thc hien c cac muc tieu phat trien cua n v, nham tien ti tng bc cong nghiep hoa, hien ai hoa mang li Vien thong cua Cong ty. Trong nh hng phat trien kinh te-xa hoi cung nh trong quy hoach phat trien kinh te-xa hoi, cac cap tham quyen va Uy Ban Nhan Dan Thanh Pho can xem Bu ien nh la Nganh kinh te ha tang ma u tien danh cho cac v tr thuan li co ieu kien phuc vu khach hang trong khu vc. Kien ngh vi cac cap lanh ao cho phep Bu ien Thanh pho tiep tuc huy ong von t thue bao lap at may e au t phat trien mang li, tng thi iem se co c che gia hp ly. Nha nc can phai co c che thong thoang hn trong khau thu tuc ve quy nh au t, xay dng c ban. Trong thc te, thu tuc ve quy trnh au t d an con rat nhieu khe t khau xin phep en khau au thau trien khai thi cong, nhng yeu to ngan can ve toc o au t xay dng c s ban au cua Cong ty trong viec thc hien cac d an au t nham m rong quy mo san xuat kinh doanh. Hien nay trong lnh vc Vien thong, gia cc chu yeu do Chnh phu hoac Bo Bu chnh Vien thong (do Chnh phu uy quyen) quy nh vi mot mc con go bo. Trong tng lai e co the canh tranh tot hn na th Nha nc nen sm ap dung viec quy nh khung gia cc e bao ho ngi tieu dung va khuyen khch canh tranh lanh manh.
Can co mot Bo luat ve Bu chnh Vien thong hoan chnh, tao hanh lang phap ly ro rang e co the tien hanh cac hoat ong san xuat kinh doanh dch vu Bu chnh Vien thong va ung phap luat, ong thi bao ve c quyen li ngi tieu dung, tao moi trng canh tranh bnh ang, lanh manh. Can co c che tra lng thoang hn, khong khong che mc lng toi a vi cac doanh nghiep co li nhuan cao a ong gop ang ke vao ngan sach Nha nc, u tien ai ngo nhan tai, lam cho ngi lao ong an tam lam viec vi ong lng chan chnh cua mnh. Co nh vay cac doanh nghiep Viet Nam mi thu hut c ngi tai gioi. 3.3.4 VI NGANH: Hien nay Bo Bu chnh Vien thong hau nh ch ban hanh cac tieu chuan ky thuat, kien ngh Bo Bu chnh Vien thong can ban hanh bo sung mot so ch tieu, tieu chuan ve chat lng phuc vu. Vi Tong cong ty Bu chnh Vien thong: To chc lai cong tac quan ly chat lng BCVT, hnh thanh mot he thong quan ly chat lng chuyen trach, thong nhat, toan dien. Can quan tam nhieu hn ve Thong ke, v viec ng dung thong ke e quan ly hoat ong san xuat kinh doanh, quan ly chat lng em lai hieu qua rat ln. Can xay dng he thong ch tieu thong ke noi chung (e quan ly ket qua va hieu qua hoat ong san xuat kinh doanh) he thong ch tieu thong ke chat lng noi rieng ay u, thong nhat. Nhanh chong xay dng cac bieu mau bao cao thong ke thong nhat trong toan Tong cong ty. Hien nay quy nh, tai lieu hng dan ve bao cao ke toan tai chnh a co rat ro rang, nhng tai lieu hng dan ve thong ke con ri rac cha ay u va cha ro rang.
V tr cac tong ai noi chung va trung tam chuyen mach quoc te (ITC) noi rieng can c at v tr phu hp vi hai yeu to sau: Nhu cau lu lng trao oi thong tin gia cac vung va phong chong h hong he thong chuyen mach. Xet ve goc o kinh te, ITC can c at v tr trung tam cua vung co lu lng ln nh trung tam TPHCM, Ha Noi. Xet ve goc o ky thuat (hay o tin cay), e am bao thong tin trong trng hp ITC b s co ca he thong
chuyen mach (do thien tai, lu lut), th nen co t nhat la hai trung tam hoat ong trong cung mot vung hay trong mot vung can co t nhat la hai trung tam ITC nam hai thanh pho khac nhau. Nc ta co ba trung tam ITC: ITC-1 (at tai Ha Noi), ITC2 (at tai TPHCM), ITC-3 (at tai a Nang). Cac cong quoc te hien co c ket noi qua tong ai chuyen tiep en mang tong ai cong cong trong nc e tai tat ca cac cuoc am thoai quoc te xuat phat t cac thue bao c chia thanh ba vung (mien Bac, mien Trung, mien Nam). Lu lng cac cuoc am thoai quoc te i va en Viet Nam tnh theo ty le c thong ke trong bang di day. Bang 3.1: Phan bo lu lng cua cac ITC.
Loai am thoai Ty le so phut goi en/i Ty le tong so phut Ty le so phut goi i Ty le so phut goi en Ty le so kenh quoc te
(Nguon: VNPT)
n v tnh Lan %
ITC-1 4/1 25 32 24 33
ITC-2 17/1 71 67 73 60
ITC-3 19/1 4 1 3 7
Tong 100 100 100 100
So lieu thong ke cho thay phan ln lu lng thoai quoc te Viet Nam c tai qua hai trung tam ITC TPHCM va Ha Noi, trong khi o ty le kenh c lap at khong tng ng vi ty le lu lng thc te, tham ch hien tai chc nang cua cong ITC a Nang la khong can thiet. Cong ITC-3 nay at tai TPHCM th tot hn. VNPT se phong ve tinh Vinasat-1 cua Viet Nam vao nam 2005, nh vay viec phat trien them tram ve tinh mat at tai cac tong ai ca ngo quoc te can phai c nh v hp ly hn. 3.3.5 VI CONG TY: Trc het la nguon nhan lc. Nguon nhan lc la yeu to hang au quyet nh s phat trien cua Cong ty. Ben canh nhng ton tai ve c s vat chat ky thuat, ng dung khoa hoc cong nghe, kinh nghiem kha nang kinh doanh trong c che th trngth oi ngu can bo cong nhan vien cua Cong ty can phai c quan tam ung mc, Cong ty can phai tm kiem cac giai phap hu hieu e nhanh chong tien ti nhng muc tieu a at ra cua Cong ty.
oi ngu can bo cong nhan vien cua Cong ty hien nay gan 1.500 ngi, ay cung la mot van e kho khan trong cong tac quan ly, oi khi xay ra tnh trang bat cap, dan en viec lang ph nhan cong, khong phat huy c sc manh tap the, cua tng ca nhan trong viec phat huy kha nang, nang lc cua mnh. Dan chng la do phai thc hien viec a dang hoa ve dch vu Vien thong, cho nen khi a mot so dch vu mi, chat lng cao vao mang li Vien thong th lai bat au xuat hien nhng kho khan nhat nh cac n v c s. Vng mac thng gap la trnh o nghiep vu cua nhan vien cha thch ng gay ra nhng lung tung, sai sot trong qua trnh khai thac dch vu, sau o la kha nang kinh doanh cua nhan vien cha cao, cha that s thuyet phuc c khach hang nen hieu qua cac dch vu mi cha that s phat trien, ap ng c muc tieu ban au e ra. Mat khac, Cong ty van thng kien ngh tang them lao ong c ao tao chuyen nganh. Th du nh khi m them mot loai hnh dch vu nao o th co ngha la phai bo sung them lao ong c ao tao cho phu hp vi loai hnh dch vu o e am bao chat lng phuc vu. Nh vay, neu thc hien theo giai phap o th oi ngu lao ong lien tuc tang len khong ngng cung vi s ra i hang loat cac dch vu mi (ay la mot xu hng tat yeu cua Nganh Vien thong trong tng lai). Neu nh oi ngu nhan vien qua ong th se la ganh nang oi vi Cong ty, ay la mot thc trang ton tai nhieu nc ang ng trc ngng phai oi mi e phu hp vi xu the phat trien chung. Cho nen trc nhng thay oi cua vien thong trong tng lai, e hng en muc tieu hoat ong oc lap, ng vng trong muc tieu canh tranh th mot bo may quan ly, ieu hanh, hoat ong co hieu qua gi vai tro quan trong. Nh vay thiet ngh, trong giai oan hien nay, van e nguon nhan lc cho Cong ty van phai c Cong ty quan tam ac biet en chat lng oi ngu nhan vien, ch khong n thuan la bo sung, tang lng, them lao ong. Giai phap c coi la hu hieu nhat la Cong ty phai thng xuyen to chc tai ao tao, ao tao m rong nghiep vu cho oi ngu nhan vien Vien thong e nang cao trnh o nghiep vu, tang cng nang lc phuc vu. Kien ngh ve lau dai, e am bao nguon nhan lc Vien thong luon c cung co, phat trien th viec xay dng mot trung tam ao tao can bo Vien thong, xay dng cac giao trnh phu hp thc te la can thiet. Muc tieu la ao tao c oi ngu nhan vien, can bo quan ly, tng
bc hoan thien bo may hoat ong hieu qua am bao kinh doanh co lai cho Cong ty. Cong ty can phai to chc, noi dung va phng phap hoat ong mi trong van e quan ly hanh chanh, phat huy vai tro trach nhiem oi vi viec ch ao ieu hanh, tang cng cong tac kiem tra, sau sat vi c s, vi thc tien. ong thi can nghien cu e xuat ra cac giai phap, cac bien phap e phoi hp chat che vi chuyen mon, oi mi manh me cong tac ch ao va thc hien. ay la mot trong nhng yeu to cc ky quan trong giup cho Cong ty hoan thanh c muc tieu va cung la c s cho nhng nam tiep theo trong chien lc Hoi nhap va phat trien cua Cong ty trong tng lai. Cong ty phai ay manh cai cach hanh chanh, cai tien le loi lam viec, xoa bo moi rao can, tm hng i sang tao, on au cong nghe mi nham tap trung moi tiem nang va nguon lc cho viec xay dng ket cau ha tang cong nghe thong tin va truyen thong (ICT) quoc gia hien ai, dung lng ln, chat lng cao: khan trng nghien cu xay dng cac phng an, cac bc i trong lo trnh hoi nhap kinh te quoc te cua Cong ty noi rieng va cua toan Nganh noi chung. Tiep tuc chong lai bieu hien chu quan y lai, mat dan chu, quan lieu bao cap, tham nhung tieu cc, ca quyen bao am cho Cong ty phat trien va tang trng ben vng trong tnh hnh hoi nhap kinh te quoc te. Phai co mot s phoi hp chat che trong tat ca cac khau t quy hoach mang, la chon cong nghe, thc hien ke hoach au t phat trien mang li, phat trien dch vu, nang cao nang lc quan ly cho en giao dch, tnh cc Can hnh thanh cac he thong cham soc khach hang t Cong ty cho en cac bo phan trc thuoc. Ngi lam cong tac nay phai hoat ong chuyen biet, co trnh o chuyen mon, co kien thc ve tam ly khach hang, ky nang giao tiep ng x, luon cap nhat cac thong tin ve dch vu mi, ve cac lnh vc lien quan en khach hang, en san xuat kinh doanh.
KET LUAN
Trong nhng nam qua, di s lanh ao cua ang, at nc ta lien tuc oi mi va phat trien, i song kinh te xa hoi a khi sac, tng bc hoa nhap vao nen kinh te cua khu vc cung nh the gii. Nam vng chu trng, chnh sach ng loi cua ang, Tong Cong ty Bu Chnh Vien Thong Viet Nam a lien tuc oi mi cong nghe, xay dng mang li Bu chnh Vien thong hien ai vi phng cham i thang vao cong nghe hien ai, xay dng c s vat chat ln manh that s tr thanh mot Nganh quan trong trong ket cau ha tang c s, la mui nhon gop phan thuc ay kinh te cua nc ta. Khi xa hoi phat trien, nhu cau trao oi thong tin cua xa hoi ngay cang nhieu va ngay cang a dang, phong phu, tao c s cho viec phat trien cong nghe Vien thong. T nam 2000, Tong Cuc Bu ien (nay la Bo Bu Chnh Vien Thong) a cap giay phep kinh doanh dch vu Bu chnh Vien thong cho cac n v: VIETEL, ETC, SPT, VISHIPEL. Viec phat trien va kinh doanh ve cac dch vu Bu chnh Vien thong trong nc a xuat hien s canh tranh gia cac to chc ve nhieu mat. Vi tat ca nhng iem tren, ta thay cong tac chat lng trong giai oan hien nay la vo cung bc thiet. Muon thu hut, gay uy tn va c s tn nhiem cua khach hang, tao moi trng kinh doanh tot, chung ta can phai chu trong phat trien va cung co mang li, tang cng cong tac
tiep th, hoat ong quang cao, tm hieu nam vng th trng, th hieu cua khach hang, e phat trien them nhieu loai hnh dch vu Bu chnh Vien thong mi, nang cao chat lng thong tin, am bao thong tin thong suot vi chat lng cao trong moi tnh huong, gia ca mem deo e khuyen khch khach hang s dung cac dch vu Bu chnh Vien thong. Cong ty ien thoai ong Thanh pho la n v c s cua Bu ien TPHCM, trc tiep kinh doanh, phuc vu khach hang tren a ban thanh pho va la au moi thong tin cua ca thanh pho. Cong ty luon thc hien tot cac nhiem vu san xuat kinh doanh va a at c cac thanh tch ang ke. Qua trnh san xuat luon oi hoi chung ta phai thc hien lien tuc cong tac to chc san xuat cung nh cong tac chat lng cho phu hp vi tng giai oan cu the. Qua thc te tai Cong ty ien thoai ong, Toi a tm hieu ve dch vu ien thoai co nh. Vi nhng kien thc c hoc trng, trong luan van Toi a a ra ba giai phap cu the e nang cao chat lng cung cap dch vu ien thoai co nh nh sau:
1. Cac giai phap ky thuat. Giam phan cap mang li. ng dung cong nghe tien tien. ng dung tin hoc phuc vu quan ly phat trien san xuat kinh doanh. Cong tac bao dng va ho tr ky thuat cac he thong tong ai 2. Cac giai phap ve to chc quan tr. Nghien cu tai trong e to chc hp ly qua trnh san xuat.
Cac giai phap s dung cong cu thong ke trong
quan ly chat lng.
Tuyen dung, ao tao, boi dng va ieu ong nhan s mot cach khoa hoc. ay manh cong tac cham soc khach hang. Tang cng hoat ong xuc tien cua Cong ty-nhng bien phap can lam. 3. Cac giai phap kinh te xa hoi. Chat lng dch vu phai c gan vi che o tien lng, tien thng cua nhan vien va n v Bu ien. Cac giai phap khuyen khch phi vat chat nham kch thch nhan vien lam viec tot. Tren ay la nhng giai phap mang tnh kha thi, neu c nghien cu a vao ng dung thc te th chat lng dch vu ien thoai se c nang cao hn na. Qua o se tang kha nang canh tranh cua Cong ty vi nhng oi thu canh tranh trong moi trng bien ong ay thach thc trong thi gian sap ti. V thi gian khao sat, nghien cu khong nhieu, chac chan se co nhng thieu sot nhat nh trong luan van tot nghiep. Rat mong c s ch bao, giup cua Quy Thay Co, cung Ban Lanh ao Cong ty ien thoai ong e Toi hoan thien luan van tot hn. Vi hy vong c gop phan nho be cua mnh sau nhng nam hoc trng la c vao phuc vu cho Nganh.
TAI LIEU THAM KHAO

1. 2.
3.
Bo Bu chnh Vien thong, Tap ch Bu chnh Vien thong, Cong ty in Bu ien, Ha Noi, 1998-2002. Tong cong ty Bu chnh Vien thong, Tap ch Thong tin khoa hoc ky thuat va kinh te Bu ien, Toa soan trung tam thong tin Bu ien, Ha Noi, 1998-2003. Tong Cong ty BCVTVN, Quy hoach tong the phat trien BCVT giai oan 1996-2020 va ke hoach phat trien BCVT giai oan 1996-2020, 1998.
4. 5. 6. 7.
8. 9. 10. 11. 12. 13. 14.
15. 16. 17. 18. 19. 20. 21.
22.
Tong cuc Bu ien, Tieu chuan Nganh, NXB Bu ien, 1997-2000. Tong cuc Bu ien , Nghien cu tong quan vien thong Viet nam, NXB Bu ien, Ha Noi, 2002. Tong cuc Bu ien, anh gia chat lng dch vu va mang Vien thong Viet nam, NXB Bu ien, 2002. Tong cuc Bu ien, Cac tong ai ien thoai tren mang Vien thong Viet Nam- Cong tac bao dng khac phuc s co, NXB Bu ien, 2000. ong Th Thanh Phng, Giao trnh quan tr san xuat va tac nghiep, NXB Thong ke, TPHCM, 2002. Hoang Le Chi, Kinh te Bu ien, Bai giang, Hoc vien CNBCVT, 2002. Hoang Le Chi, To chc san xuat Bu chnh, Bai giang, HVCNBCVT, 2002. Hoang Le Chi, Quan ly chat lng dch vu, Bai giang, HVCNBCVT, 1998. Ho Th Sang, To chc lao ong khoa hoc, Bai giang, HVCNBCVT, 2002. Ho Th Sang, To chc san xuat Vien thong, Bai giang, HVCNBCVT, 2002. Nguyen Xuan Vinh, Kinh te Bu ien trong ieu kien chuyen sang nen kinh te th trng, NXB Bu ien, Ha Noi, 2000. Nguyen Thng Thai, Hng ve khach hang, NXB Bu ien, Ha Noi, 2001. Tran Kim Dung, Quan tr nguon nhan lc, NXB Giao duc, TPHCM, 1998. Cong ty ien thoai ong TPHCM, Bao cao tong ket hoat ong san xuat kinh doanh cua cong ty t 1996-2002. Cong ty ien thoai ong TPHCM, Bao cao cham iem chat lng dch vu vien thong-tin hoc, 2003. Tong Cong ty BCVTVN, Quyet nh thanh lap Cong ty ien thoai ong, 2002. Bu ien TPHCM, Bao cao viec trien khai khao sat lao ong tai Cong ty ien thoai ong, 2002. Cong ty ien thoai ong TPHCM, Bao cao tnh hnh va so lieu giai quyet khieu nai cac dch vu ien thoai, 2003. Bu ien TPHCM, Hng dan thc hien Quy nh tiep nhan va giai quyet khieu nai dch vu ien thoai, 2000.
PHU LUC
Phu luc 1.1: Mo hnh tai chuan A va B. Tai chuan A la mc o lu lng bnh thng ma doanh nghiep cung cap dch vu vien thong mo hnh hoa cng o truy nhap t pha thue bao va lu lng lien ai. Tai chuan B the hien mc lu lng vt qua mc at ra bi doanh nghiep cung cap dch vu vien thong. Sau ay la quy nh tai chuan A va tai chuan B cho 4 kieu tong ai so noi hat khac nhau. 1. Tai chuan A: BHCA trung bnh 1,2 2,4 4,0 6,8 Kieu Cng o lu lng tong ai trung bnh W 0,03 Erlang X 0,06 Erlang Y 0,10 Erlang Z 0,17 Erlang Ghi chu: BHCA cuoc goi trong gi cao iem. 2. Tai chuan B:
Cng o lu lng trung bnh tang 25% va BHCA trung bnh tang 35% so vi tai chuan A. Phng phap o thi gian ch mi quay so va thi gian ch hoi am: Dung cac thiet b o chuyen dung va ghi lai ket qua hoac dung phng phap nhan cong (cac ong ho khi dng). Phep o can tien hanh tai cac gi cao iem va cac gi roi trong ngay.
Phu luc 2.1: C cau lao ong cac phong ban Cong ty ien thoai ong.
Phong Phong Phong Phong ke Phong vat t Phong ky thuat nghiep vu Phong tin hoc Trung tam chuyen mach truyen dan-ng cu thong tin Trung tam dch vu khach hang Trung tam truyen so lieu Chi nhanh ien thoai Sai Gon Chi nhanh ien thoai Gia nh Chi nhanh ien thoai Thu c Chi nhanh ien thoai Can Gi Chi nhanh ien thoai Nha Be Xng sa cha- lap at thiet b vien thong oi cap quang Tong cong
So lao ong(ngi) hanh chanh-tong hp 25 to chc can bo-lao ong 9 kinh doanh 16 tai chnh-ke toan-thong 18 10 48 19 176 69 28 317 292 193 14 145 43 15 1.437
n v
Ty le(%) 1,74 0,626 1,11 1,25 0,69 3,34 1,32 12,45 4,80 1,95 22,06 20,32 13,43 0,97 10,09 2,99 1,04 100,00
Phu luc 2.2: Chi ph lap at, gia cc tam thi cua cac dch vu ISDN do Tong cong ty quy nh (kem theo cong van so 1276/DV-GCTT ngay 19/03/1999) 1. Ten dch vu:
Thue bao ISDN2: la thue bao s dung ng ISDN toc o 2B+D. Thue bao ISDN30: la thue bao s dung ng ISDN toc o 30B+D. 2. Gia lap at thue bao: 2.1 Gia lap at thue bao ISDN2: tnh bang 2 lan gia lap at ien thoai thng. 2.2 Gia lap at thue bao ISDN30: cha co quy nh. 3. Cc thue bao thang ISDN: 3.1 3.2 4.1 PSTN. PSTN. Cc noi hat, ng dai, quoc te tai thue bao thu toi thieu 1 phut/cuoc. S dung n kenh B, mc cc nhan n. 4.2 Ap dung cho khai thac tai ghise: - Cc noi hat: 1,5 lan cc ghise noi hat hien hanh mang PSTN. - Cc ng dai: 1,3 lan cc ng dai hien hanh mang PSTN. - Cc quoc te: 1,2 lan cc IDD hien hanh mang PSTN. Cc ng dai, quoc te tai ghise thu toi thieu 1 phut/cuoc. Cc noi hat tai ghise thu toi thieu 3 phut/cuoc. Rieng dch vu hoi ngh truyen hnh ISDN tai ghise se thu toi thieu 15 phut/cuoc. S dung n kenh B, mc cc nhan n. 5. Dch vu truy nhap internet gian tiep qua mang ISDN: 5.1 Cc cai at: thu theo cc cai at internet hien hanh ap dung oi vi thue bao internet truy nhap gian tiep qua mang PSTN. 5.2 Cc thue bao thang: thu theo cc thue bao thang internet hien hanh mang PSTN. 5.3 Cc truy nhap internet tren 1 kenh B: thu bang 1,5 lan cc truy nhap internet gian tiep hien hanh qua mang PSTN. Cc quoc te: 1,2 lan cc IDD hien hanh mang Thue bao ISDN2: 250.000/thang/thue bao ISDN2 Thue bao ISDN30: 3.750.000/thang/thue bao ISDN30 Ap dung cho khai thac tai thue bao: - Cc noi hat: 180/phut/1 kenh B. - Cc ng dai: 1,3 lan cc ng dai hien hanh
4. Cc thong tin tren mot kenh B:
Phu luc 2.3: Bang gia cc cac dch vu GTGT, gia di ng day & dch chuyen chu quyen ng day ISDN. I. STT 1 2 3 4 5 6 7 8 Cc dch vu gia tr gia tang: Ten dch vu Hien th so chu goi Hien th va cam hien so goi Dch vu hien th cc Dch vu ch cuoc goi (Call Waiting) Dch vu ien thoai hoi ngh Chuyen cuoc goi tam thi Dch vu gi cuoc goi ( Call hold) Dch vu ien thoai ba ben Han che theo yeu cau Dung khoa co nh Dung ma ca nhan Truy tm so may goi Cc ang ky s dung(ong) Khong thu 15.000 15.000 30.000 15.000 15.000 30.000 15.000 30.000 30.000 Cc s dung ( ong) Khong thu 6.000 ong/thang Khong thu 9.000 ong/thang 6.000 ong/thang 6.000 ong/thang 9.000 ong/thang Khong thu 4.000ong/tha ng 15.000ong/th ang Van ban: 3.600ong/lan
II.
Gia di ng day & chuyen chu quyen ng day ISDN: Ten dch vu Gia di ung day ISDN Lu y: ky lai hp ong neu n v khac quan ly Gia chuyen chu quyen ng day ISDN ieu chnh ten, a ch Tam ngng theo khach hang yeu cau So tien 500.000 ong/lan/ng day
STT 1 2 3 4
45.455 ong/lan/ng day 45.455 ong/lan/ng day cua Thu 100% cc thue bao
6 7 8 9
Thi gian tam ngng khong qua 6 thang Tam ngng ch i Trng hp do yeu cau cua khach hang Trng hp do pha BTP cha ap ng c Uy quyen s dung
Thu 100% cc thue bao Khong thu
45.455 ong/lan/ng day oi so bat ky 4454.545 ong/lan/1 so Phuc hoi ng day g bo Thu nh lap at mi Thue lai so cu sau khi di va oi 454.545 ong/thang/1 so mi so
Phu luc 2.4: Thanh toan cc 1/ Phat hanh giay bao thanh toan cc: T ngay 10 en ngay 20 hang thang, TTHTKH & QLC lan lt phat hanh giay bao thanh toan cc. Giay bao do bu ta phat tai a ch khach hang. Neu en ngay 25 hang thang ma van cha nhan c giay bao cc xin quy khach lien he so ien thoai 8302381 e yeu cau gi lai giay bao hoac goi so 8300300 e biet so tien phai ong hoac en trc tiep cac iem giao dch khach hang e nhan giay bao & thanh toan tien cc. 2/ Thanh toan cc: Trc ngay cuoi thang, quy khach can thanh toan tien cc thang trc. Quy khach co the thanh toan bang tien mat hoac chuyen khoan. Neu quy khach khong co thac mac g ve cac khoan tien ghi trong giay bao cc th co the tra tien tai bat c bu cuc nao thuan tien nhat. Neu co khoan nao can lam ro xin quy khach ti mot trong cac iem giao dch khach hang cua Cong ty ien thoai ong e c phuc vu. 3/ Tam ngng lien lac do cham thanh toan cc: Theo hp ong a ky gia quy khach & Cong ty ien thoai ong, Cong ty buoc long phai tam ngng lien lac neu quy khach khong ong cc ung thi han: T ngay 05 en ngay 20 cua thang ke tiep, cac so may cua khach hang cha thanh toan cc theo giay bao thang trc se b tam ngng lien lac hng goi i.
T ngay 20 e ngay cuoi thang o, cac so may cua khach hang a b tam ngng lien lac hng goi i ma van cha thanh toan cc th se b ngng lien lac ca hai hng. 4/ Khoi phuc lien lac khi thanh toan u cc: Trong vong 60 ngay ke t ngay b tam ngng lien lac ca hai hng ma khach hang thanh toan u cc va yeu cau c tiep tuc s dung dch vu Vien thong th Cong ty ien thoai ong se khoi phuc lien lac trong thi han 24 gi ke t thi iem chu thue bao thanh toan u cc. 5/ Cham dt hp ong, g ng day va xoa so: Sau 60 ngay ke t ngay b tam ngng lien lac ca hai hng ma khach hang van khong thanh toan cc th Cong ty ien thoai ong se n phng cham dt hp ong, g ng day va xoa so ien thoai. So tien n cc, khach hang van phai chu trach nhiem thanh toan. Neu co nhu cau s dung lai ng day ien thoai cu th khach hang phai lam thu tuc va tra tien lap at nh ban au.
Phu luc 2.5: Hng dan thc hien quy nh tiep nhan va giai quyet khieu nai dch vu ien thoai I. TIEP NHAN KHIEU NAI: 1. Khach hang khieu nai trc tiep, nhan vien giai quyet khieu nai co trach nhiem giai ap nhng thac mac cua khach hang. Neu khach hang ong y vi giai thch cua nhan vien giai quyet khieu nai th viec khieu nai noi tren a c giai quyet xong. Neu khach hang cha ong y vi giai thch o hoac cha u c s e tra li khach hang, nhan vien giai quyet khieu nai cung cap phieu yeu cau kiem tra (mau 1), hng dan khach hang ien cac noi dung vao mau va e ngh khach hang cung cap cac chng t can thiet co lien quan theo ieu 5 cua quy nh tiep nhan va giai quyet khieu nai, ghi bien nhan cho khach hang (mau 2). Trng hp khach hang viet san n hoac cong van, nhan vien tiep nhan va giai quyet khieu nai hng dan khach hang bo sung nhng giay t co lien quan con thieu e
phuc vu cho viec ieu tra, ket luan khieu nai, ghi bien nhan cho khach hang (mau 2). 2. Cac khieu nai lan au c gi en bang ng th, cong van, trong vong 48 tieng ke t khi nhan c n khieu nai, bo phan trc tiep giai quyet phai co cong van bao nhan khieu nai (mau 3). 3. Khieu nai cua khach hang do cac phng tien thong tin ai chung gi en, trong vong 48 tieng ke t khi nhan c khieu nai (mau 3) va hen khoang thi gian tra li khieu nai o, gi 1 ban cho khach hang. 4. Yeu cau oi vi nhan vien tiep nhan va giai quyet khieu nai: Khi tiep xuc vi khach hang, nhan vien lam nhiem vu trc tiep giai quyet khieu nai phai co thai o van minh, lch s oi vi khach hang; nam vng nghiep vu chuyen mon, co tinh than trach nhiem cao trong cong viec. II. QUY TRNH CHUNG GIAI QUYET KHIEU NAI: Gom 2 bc: Bc 1: ieu tra va xac minh: Viec ieu tra va xac minh s viec phai da tren cac s c chuan xac va tuy trng hp khieu nai ma chon loc mot trong cac noi dung can thiet sau: 1. Phan tch, d oan, khoanh vung kha nang va nguyen nhan dan en khieu nai. 2. Lay so lieu goc t cac tong ai noi hat, lien tnh, quoc telien quan e sang loc va xac nh cac ac tnh can thiet. 3. Tm moi lien he gia cac oi tng s dung tren c s so lieu cua cac so may cung goi en so may ma khach hang khieu nai khong goi (tong hp t so lieu cc hang thang). 4. o th, kiem tra cac ch tieu ky thuat cua he thong thiet b (tong ai, truyen dan, ngoai vi), kiem tra chng trnh s ly so lieu, tnh va thanh toan cc ph. 5. Kiem tra ho s thue bao co khieu nai va cac so may khac cung hop cap vi so may khieu nai e xem xet kha nang sai sot khi bao dng, sa cha hoac tnh huong co the b ke gian au noi cau moc trom. 6. Kiem tra ch so ong ho cc va tnh trang thue bao trc va sau khi co khieu nai. 7. Kiem tra tnh trang thiet b au cuoi va cac dch vu s dung gia tang cua thue bao khieu nai ang s dung; thiet b au cuoi cua may thue bao c goi (neu ieu kien cho phep) e loai tr cac cuoc goi phat sinh do loi vo y cua khach hang. 8. ieu tra, tham do t pha ngi nhan cuoc goi va t xa hoi.
Bc 2: ket luan va tra li khach hang. III. HNG DAN MOT SO TRNG HP THNG XAY RA:
Trng hp 1: Nhng cuoc goi phat sinh ngoai y muon: Bc 1: ieu tra, xac minh (nh tren). Bc 2: Dung phng phap loai tr e sang loc cac kha nang co the xay ra: 1. Neu phat sinh cc cuoc goi ngoai y muon do sai sot cua nhan vien Bu ien, n v lam thu tuc mien cc cho khach hang, co van ban tra li khach hang va khan trng khac phuc x ly nhng nguyen nhan lam nay sinh khieu nai. 2. Neu khang nh (co s c) cuoc goi phat sinh cc do oi tng th 3 (ke gian cau moc goi trom), s dung may ien thoai keo dai cung tan so e goi) th lam thu tuc mien cc cho khach hang ong thi tien hanh cac thu tuc truy cu trach nhiem cua cac ca nhan, to chc vi pham theo quy nh cua phap luat. 3. Neu khang nh cuoc goi xuat phat t chnh may cua khach hang th lam van ban tra li viec tnh cc la ung, ong thi neu nhng nguyen nhan co the dan en phat sinh cuoc goi (V du: khach hang quan ly thiet b au cuoi khong tot e ngi khac vao goi ma khong biet, may b goi thuoc mang truyen so lieu va may chu goi co au modem ket noi vi may tnh nen trong qua trnh s dung a vo tnh s dung phan mem TSL co cai san so ien thoai quoc te) Trng hp 2: Thi gian am thoai t hn thi gian tnh cc: Bc 1: ieu tra, xac minh (nh tren). Bc 2: 1. Neu so lieu cua cac tong ai gia cac n v co lien quan trung nhau va hng cuoc goi khong co s co, lam van ban tra li khach hang viec phat sinh cc la chnh xac va giai thch e khach hang c ro. 2. oi vi trng hp so lieu cua cac tong ai khong khp nhau, lay so lieu goc cua tong ai quoc te hoac tong ai Toll lam c s phan tch anh gia e xac nh so lieu tnh cc cho khach hang. 3. Neu bao hieu hng cuoc goi co s co th giam tr cc hp ly cho khach hang. 4. oi vi trng hp cuoc goi co o dai bat thng th phoi hp vi bo phan quan ly mang, chuyen mach, bo phan tnh cc e phan tch, x ly va ket luan. Trng hp 3: Khong am thoai c nhng van b tnh cc;
Bc 1: ieu tra, xac minh (nh tren). Bc 2: 1. Neu may b goi co au modem truyen so lieu hoac s dung dch vu hop th thoai, la may le tong ai PABXlam c s e xac nh va giai thch vi khach hang viec tnh cc la ung. 2. Neu cuoc goi b tnh cc do loi ky thuat cua tong ai oi phng (may b goi bao roi khong co ngi tra li, bao ban, thong bao tat may, may ngoai vung phu songvan gi tnh hieu tnh cc) th lam thu tuc mien cc cuoc goi ma khach hang khieu nai ong thi bao cao Tong cong ty e ngh kiem tra, x ly ky thuat hng tong ai b goi. Trng hp 4: tnh tien sai tnh chat cuoc goi ( goi di ong, lien tnh b tnh tien goi quoc te) Bc 1: ieu tra, xac minh (nh tren). Bc 2: 1. Neu do sai sot ve ky thuat cua tong ai th lam thu tuc mien cc cho khach hang. 2. Neu do sai sot thuoc ve khach hang (thao tac sai, loi thiet b au cuoi cua khach hang) th giai thch ro nguyen nhan va e ngh khach hang thanh toan cc theo hoa n. Trng hp 5: Cc phu troi noi hat. Bc 1: ieu tra, xac minh (nh tren). Bc 2: 1. Neu sai sot thuoc ve Bu ien (nham lan so lieu, nham lan khi au chuyen thiet b tong ai, au chuyen mang cap) th lam thu tuc giam cc phu troi cho khach hang. 2. Neu ong ho cc va lap trnh tnh cc ung th thong bao cho khach hang c biet cc noi hat c tnh la chnh xac va giai thch cho khach hang ve nguyen tac tnh cc noi hat hien hanh. Trng hp 6: Cuoc goi b bam nho, cuoc goi trung, chm. Bc 1: ieu tra, xac minh (nh tren): Bc 2: 1. oi vi cac cuoc goi b bam nho, giai quyet theo quy nh hien hanh cua Tong cong ty. 2. oi vi cuoc goi trung, chm, sau khi ieu tra xac nh nguyen nhan (thue bao co s dung cac gia tang gia tr tong ai ien t nh: dch vu chuyen tam thi cuoc goi, dch vu am thoai hoi ngh, dch vu nhom ng day) co van ban giai thch cho khach hang va thc hien tnh cc theo quy nh.
3. Neu sai sot do he thong tnh cc th tnh lai cc va lam van ban xin loi khach hang ve s xuat trong qua trnh x ly cc. Trng hp 7: Khong am bao chat lng dch vu thoai (tap am, nhieu): Bc 1: ieu tra, xac minh (nh tren). Bc 2: 1. Neu chat lng dch vu khong am bao do loi cua mang vien thong th n v quan ly phai tien hanh khac phuc nguyen nhan gay giam sut chat lng dch vu mot cach triet e va tuy theo mc o sai sot e giai thch va co the giam mot phan hoac toan bo cc cho khach hang theo quy nh tai ieu 85 Ngh nh 109/1897/N CP cua Chnh phu. 2. Neu chat lng dch vu kem do loi ky thuat thiet b au cuoi cua thue bao th lam van ban giai thch e khach hang biet va phoi hp x ly, khac phuc. Trng hp 8: Tnh cc khong ung theo bang cc hien hanh Bc 1: ieu tra, xac minh (nh tren). Bc 2: 1. Neu viec tnh cc va lap trnh tnh cc ung th da tren cac van ban quy nh ve cc e giai thch cho khach hang. 2. Neu viec tnh cc hoac lap trnh tnh cc sai: Xac nh nguyen nhan va sa ngay phan b loi, ong thi kiem iem nghiem khac tap the hoac ca nhan gay loi. 2.1 Trng hp tnh cc nhieu hn bang cc quy nh: a. Lam cac thu tuc e hoan tra khach hang khoan cc a thu sai. b. Chu ong kiem tra oi vi cac trng hp tng t ma khach hang cha khieu nai e lam thu tuc hoan khoan cc a thu sai. 2.2 Trng hp tnh cc t hn bang cc quy nh (do bo sot hoac cha cap nhat kp so lieu): n v cung cap dch vu co trach nhiem xin loi khach hang va thu hoi khoan cc b tnh sai e am bao tranh that thu cho Tong Cong ty, ong thi am bao s cong bang trong viec cung cap dch vu oi vi tat ca khach hang. Trng hp 9: Khong ong y vi cac quy nh tnh cc cua Nganh 1. Nhan vien giao dch can c vao cac van ban, quy nh hien hanh ve cc va phng thc tnh cc e giai thch cho khach hang. 2. e xuat nhng van e cha hp ly ma khach hang khieu nai e Lanh ao kien ngh len cac cap co tham quyen sa oi, bo sung.
Trng hp 10: Cung cap sai dch vu 10.1 Trng hp khach hang ang ky Collect Call nhng b tnh cc cuoc goi theo dch vu goi so hoac goi ngi: Bc 1: ieu tra, xac minh: a. Kiem tra phieu ang ky am thoai, bien ban am thoai cua cuoc goi noi tren tai cac khau ghi se, ai chuyen tiep, ai quoc te. b. Xac nh loi do khach hang hay nhan vien Bu ien. c. n v trc tiep cung cap dch vu e ngh Cong ty Vien Thong Quoc Te lien he vi so may c goi nc ngoai e ngh chu thue bao c goi thanh toan tien cc theo dch vu Collect Call cho cuoc goi ma khach hang khieu nai (neu ro ngay, gi, o dai cuoc goi). Bc 2: Ket luan va tra li khach hang - Neu chu may c goi ong y thanh toan cc cuoc goi noi tren, Cong ty Vien Thong Quoc Te co trach nhiem bao cho Bu ien tnh, thanh pho hoan cc cho ngi goi, ong thi chuyen so lieu cuoc goi sang dch vu Collect Call e oi tac thu tien ngi c goi. - Neu chu may c goi t choi thanh toan cc oi vi cuoc goi do sai sot cua khach hang (khong ang ky dch vu) th thong bao e khach hang biet va e ngh thanh toan cc cuoc goi o. - Neu chu may c goi t choi thanh toan cc oi vi cuoc goi do sai sot cua nhan vien Bu ien th cac Bu ien tnh, thanh pho chu tr ket hp vi cac n v co lien quan e xac nh loi khau nao (ghi se, ai chuyen tiep, ai quoc te) lam thu tuc mien cc cho khach hang, n v sai pham co hnh thc x ly oi vi nhan vien sai pham. 10.2 Trng hp khach hang ang ky dch vu gii han cuoc goi nhng b tnh cc nhieu hn Bc1: ieu tra, xac minh a. Kiem tra phieu ang ky am thoai, bien ban am thoai cua cuoc goi noi tren. b. Xac nh loi do khach hang hay nhan vien Bu ien. Bc 2: Ket luan va tra li khach hang - Neu do sai sot cua khach hang, giai thch e khach hang ro va e ngh thanh toan cc toan bo cuoc goi. - Neu do sai sot cua nhan vien Bu ien tnh, thanh pho chu tr ket hp vi cac n v co lien quan e xac nh khau pham sai sot, tnh cc cho khach hang theo thi gian khach hang a ang ky. n v sai pham phai kp thi rut kinh nghiem va co bien phap x ly oi vi nhan vien trc tiep sai pham. 10.3 Trng hp cung cap sai dch vu thuan li thue bao cua Tong ai ien t:
Bc 1: ieu tra, xac minh: Kiem tra hp ong ang ky s dung dch vu kiem tra phieu bien nhan khi co yeu cau ong/m dch vu cua khach hang, kiem tra nhng bien ong cua mang li (oi so), au chuyen hoa mang tong ai mi) e xac nh sai sot thuoc khau nao, mat khac xac nh thc te s dung cua khach hang e co hnh thc giai quyet thoa ang. Bc 2: Ket luan va tra li khach hang: 1. Neu khieu nai cua khach hang la ung theo thoa thuan cua hp ong th lam thu tuc mien cc cho khach hang. 2. Neu khieu nai khong ung th tra li e khach hang c ro. Trng hp 11: Thai o phuc vu 1. Khach hang gop y chung ve thai o phuc vu cua n v (khong noi ro ten nhan vien), Thu trng n v co y kien (hoac van ban) tiep thu va cam n gop y cua khach hang, ong thi cho tien hanh xac minh cu the bo phan/ca nhan vi pham (neu co) va co bien phap chan chnh kp thi. 2. Khach hang khieu nai ve thai o phuc vu cua nhan vien cu the (neu ro ten, thai o, li noi cua nhan vien). Bc 1: ieu tra, xac minh 1. n v quan ly trc tiep phai yeu cau nhan vien vi pham lam ban tng trnh ve s viec ma khach hang khieu nai. 2. Xem xet tnh tiet s viec. Bc 2: Ket luan va tra li khach hang 1. Neu khieu nai cua khach hang la ung th co hnh thc ky luat oi vi nhan vien sai pham va co van ban tra li khach hang. 2. Neu khieu nai cua khach hang khong ung (do hieu lam), n v co van ban giai thch e khach hang c ro. Trong qua trnh giai quyet khieu nai se con phat sinh nhieu kha nang ma ban hng dan nay cha the neu het. V vay, Tong Cong ty yeu cau cac n v xem xet tnh hnh thc te cua n v, phan anh kp thi ve Tong Cong ty nhng hien tng, kha nang mi lam phat sinh khieu nai va nhng kinh nghiem giai quyet nhng trng hp o e pho bien, ap dung chung trong toan Tong Cong ty.
Phu luc 3.1 : Cau hnh mang ien thoai Viet Nam hien nay. Ha Noi a Nang
TPHCM Chuyen mach qua giang quoc te
G W
G W Cau truc mac li
G W
T qua giang
T qua giang
T qua giang
Chuyen mach qua giang quoc gia
LTM
Chuyen mach qua giang noi hat Chuyen mach noi hat Chuyen mach xa
LS
LS
LS
LS
LS
LS
Phu luc 3.2: Thang iem dung anh gia chat lng cac TV. Quy nh cham iem ca nhan: iem cham cho moi ngay cong:
- Da tren 3 ch tieu cu the: + Khoi lng: Cham t 0 en 4 iem. + Chat lng: Cham t 0 en 3 iem. + Quan ly: Cham t 0 en 3 iem. - Hoan thanh xuat sac nhiem vu c giao: Cham 10 /ngay - Hoc tap tai chc at loai kha tr len: Cham 10 /ngay - Ngh phep tieu chuan, tham quan ngh mat, ieu dng ngoai tru, bao am theo chnh sach thai san trong che o, ke hoach hoa gia nh: Cham 7 /nga - Ngh om u thu tuc cua Bu ien: Cham 0 /ngay iem thng: Co th khen cua khach hang (Lanh ao + to thanh tra xac minh ung) Cham 3 /lan iem phat: Tr 1-3 a/ Chat lng khai thac: - Vi pham thai o phuc vu: /lan - Vi pham chat lng khai thac thong thng: Tr 1-3 /lan b/ Ky luat ky cng: - Bo ca trc: x ly theo cac ieu khoan vi pham ky luat ky cng lao ong. - i nham ca: x ly nh trng hp bo ca. - i tre do ket xe, h xe co bao trc (6 thang cho phep 1 lan, tre 2 lan). Tr 3-7 /lan - i tre: Tr 3-7 /lan - Nop giay t ngh om cho ai (nop sau ngay 29 cua thang) Tr 3 /lan - CBCNV em thc an, uong vao tong ai: Tr 3 /lan
- Quen khoa ban khai thac: Tr 3 /lan - Bo v tr cong tac tren 5 phut khong co ly do chnh ang: Tr 3 /lan - Khai sai doanh so: Tr 3-6 /lan - ong phuc khong ung quy nh: Tr 3 /lan c/ Kiem soat vien: - Giai quyet khieu nai cua khach hang khong en ni en chon: Tr 3 /lan - Trc va ban giao ca khong ay u: Tr 3 /lan - Bat chat lng sai cho TV: Tr 1-3 /lan - Khong kiem tra, nhac nh khi thay TV e giay t, so sach tren CPU, quen khoa ban khai thac trong suot ca: Tr 3 /lan - e CBCNV mang thc an, uong vao tong ai: Tr 3 /lan - e ca trc mat ve sinh, mat trat t: Tr 3 /lan d/ To ky thuat: Quan ly may moc, trang thiet b, dung cu, o nghe khong ung theo quy nh Tr 3 /lan - S dung cac loai thiet b ve ien, cau ch, cau dao khong ung theo quy cach gay cham cap (nho): Tr 3 /lan Trong ca trc co s co mat lien lac, khong xac nh c nguyen nhan, bao cho cac ni co lien quan x ly kp thi (sau 15 phut):Tr 3 /lan Moi thay oi ve ky thuat co lien quan en khai thac ma khong thong bao kp thi cho TV: Tr 3-6 /lan So cap nhat sai, ieu chnh nhng so khong ch dan cham: Tr 3 /lan Khong theo doi va bao cao kp thi cho cac n v x ly he thong ien nguon, may lanh khi co s co hoac nhiet o phong khai thac va tong ai (sau 15 phut): Tr 3-6 /lan Trong gi lam viec, s dung thiet b
khong ung muc ch cong viec: Tr 3 /lan Quen keo coi bao gi 12h00: Tr 3 /lan Quy nh cham iem tap the: Hoan thanh khoi lng cong viec: Cham 7 am bao chat lng cong viec: Cham 8 Quan ly, chap hanh tot ky cng, ky luat lao ong: Cham 13 Vi pham thai o phuc vu hoac chat lng khai thac co phan anh va bien ban khieu nai cua khach hang, moi trng hp: Tr 0.1 Vi pham chat lng n v > 1/500 cuoc: Tr v: 0.1
Ngoai ra, e kp thi uon nan va nang cao chat lng dch vu, ba thang mot lan, can kiem tra chat lng cua chuyen vien bang cach thau bang ban kiem soat vien theo doi, giam thnh bao cao lai hoac theo li phan anh t pha khach hang.

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Luan van tot nghiep

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Danh muc cac bang

Luan van tot nghiep

Luan van tot nghiep

Luan van tot nghiep

Luan van tot nghiep

Luan van tot nghiep Chng 1: C s ly luan

V TR, VAI TRO VA AC IEM CUA VIEN THONG:

Luan van tot nghiep Chng 1: C s ly luan

Luan van tot nghiep Chng 1: C s ly luan

Luan van tot nghiep Chng 1: C s ly luan

Luan van tot nghiep Chng 1: C s ly luan

1.2 KHAI NIEM VE CHAT LNG:

Luan van tot nghiep Chng 1: C s ly luan

KHAI NIEM VE CHAT LNG

Luan van tot nghiep Chng 1: C s ly luan

Luan van tot nghiep Chng 1: C s ly luan

1.3 QUAN LY CHAT LNG DCH VU:

Luan van tot nghiep Chng 1: C s ly luan

Luan van tot nghiep Chng 1: C s ly luan

Khong Sai Xau

Bieu o xng ca: (Bieu o nhan qua-Cause and effect diagram)

Luan van tot nghiep Chng 1: C s ly luan

Tac dung: Bieu o xng ca c s dung e:

No rat uyen chuyen.

Luan van tot nghiep Chng 1: C s ly luan

nh ra tieu chuan cho tng lai.

S o 1.1: Cac cong cu e sa cha, ieu chnh

Luan van tot nghiep Chng 1: C s ly luan

1.3.4 VU: 1.3.4.1

Luan van tot nghiep Chng 1: C s ly luan

Mo hnh quan tr chat lng cua ALRECHT:

S o 1.3: Mo hnh quan tr chat lng cua ALRECHT.

anh gia & o lng

Chat lng dch vu ong bo

S hnh thanh chnh sach

Qua trnh cai tien

Giao duc, huan luyen & giao tiep

Luan van tot nghiep Chng 1: C s ly luan

S o 1.4: Quan tr chat lng dch vu-thi iem chan ly

- Thoa man - Hnh thc tot ve cong ty

GIA PH CHAT LNG:

Hnh anh xau. Co the co mat mat trong KD

Luan van tot nghiep Chng 1: C s ly luan

(Nguon: Bai giang quan ly chat lng dch vu)

Luan van tot nghiep Chng 1: C s ly luan

Luan van tot nghiep Chng 1: C s ly luan

Luan van tot nghiep Chng 1: C s ly luan

1.4 HE THONG CH TIEU CHAT LNG:

Luan van tot nghiep Chng 1: C s ly luan

Luan van tot nghiep Chng 1: C s ly luan

Luan van tot nghiep Chng 1: C s ly luan

Luan van tot nghiep Chng 1: C s ly luan

Luan van tot nghiep Chng 1: C s ly luan

(Nguon: Tieu chuan Nganh)

(Nguon: Tieu chuan Nganh)

Luan van tot nghiep Chng 1: C s ly luan

(Nguon: Tieu chuan Nganh)

Luan van tot nghiep Chng 1: C s ly luan

+ Ban knh phuc vu: Ban knh phuc vu=

Luan van tot nghiep Chng 1: C s ly luan

Luan van tot nghiep Chng 1: C s ly luan