1、 ITU-T RECMNUE.440 96 E 48b259L ObL5L70 OTb INTERNATIONAL TELECOMMUNICATION UNION ITU-T TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU E.440 (02/96) TELEPHONE NETWORK AND ISDN QUALITY OF SERVICE, NETWORK MANAGEMENT AND TRAFFIC ENGINEERING CUSTOMER SATISFACTION POINT ITU-T Recommendation E.440 (Prev
2、iously “CCITT Recommendation”) ITU-T RECPlN*E.440 96 4862593 Ob35373 T32 FOREWORD The ITU-T (Telecommunication Standardization Sector) is a permanent organ of the International Telecommunication Union (IT). The -T is responsible for studying technical, operating and tariff questions and issuing Reco
3、mmen- dations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Conference (WTSC), which meets every four years, establishes the topics for study by the IT-T Study Groups which, in their turn, produce Recommendations on these to
4、pics. The approval of Recommendations by the Members of the ITU-T is covered by the procedure laid down in WTSC Resolution No. 1 (Helsinki, March 1-12, 1993). ITU-T Recommendation E.440 was prepared by IT-T Study Group 2 (1993-1996) and was approved under the WTSC Resolution No. 1 procedure on thel9
5、th of February 1996. NOTE In this Recommendation, the expression “Administration” is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. O IT 1996 All rights reserved. No part of this publication may be reproduced or utilized in any form or by
6、any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from the IT. CONTENTS Page 1 Introduction 1 2 Purpose 1 3 Definition I 4 Customer satisfaction point 5 Remarks 2 Annex A - Information exchange for customer satisfaction point . . 1 2 Recommendat
7、ion E.440 (02/96) 1 ITU-T RECMN*E.440 96 m 4862593 Ob35373 805 m SUMMARY This Recommendation is concerned with the establishment of a contact point in each RONAdministration for resolving customer specific troubles reported by another AdministratiorROA. This contact point defined as the Customer Sat
8、isfaction Point, is distinct from maintenance contact points defined in Recommendation M. 1510. In the current telecommunication environment, there is a strong need to maintain customer satisfaction by rapidly isolating and resolving problems. Often the problem resides not in the network of RONAdmin
9、istration receiving the customer trouble report but in another RONAdministration. Under such circumstances, the problem resolution can take a significant amount of time if a designated contact point does not exist. This contact point is defined by this Recommendation as the “Customer Satisfaction Po
10、int”. The intent of this Recommendation is to establish minimum requirements for the establishment of the Customer Satisfaction Point and associated roles and responsibilities. ii Recommendation E.440 (02/96) ITU-T RECMNmE.440 9b 48b2591 Ob15174 741 m Recommendation E.440 CUSTOMER SATISFACTION POINT
11、 (Geneva, 1996) 1 Introduction In the current telecommunication environment, there is a strong need to maintain customer satisfaction by rapidly isolating and resolving problems. Often through the problem resolution efforts of an ROAIAdministration (ROA I) receiving the customer trouble report, the
12、problem is isolated to another RONAdrninistrations (ROA II) network. However, in order to resolve the trouble, further actions may have to be taken by ROA II. In the absence of a contact point in ROA II to accept and follow up on the trouble ticket, the resolution of the trouble may take a very long
13、 time or, in some cases, may not happen at all. This results in considerable customer dissatisfaction as, in general, they do not care whose problem it is or where precisely the problem resides; what they want is to have the trouble resolved as quickly as possible. In order to improve customer servi
14、ce through speedy problem resolution and thereby increase their satisfaction, a contact point in each RONAdministration, henceforth defined as the Customer Satisfaction Point is recommended. In the following, the roles and responsibilities of the Customer Satisfaction Point are described. 2 Purpose
15、Without clearly defined contact points and well-established procedures for resolving customer trouble reports which involve another ROA, ROAS may resort to reporting these troubles on an ad hoc basis to the International Maintenance PointsKentres (Transmission or Switching) or the Network Operations
16、 Centre of the other ROA. The Intemational Maintenance Points are primarily focused on maintaining and resolving problems associated with specific circuits, facilities and network equipment. The personnel in these centres may not have the responsibility or the authority to investigate troubles that
17、lie outside the scope of their work. There may also be a need to have special expertise to resolve customer reported troubles that could arise from complex interaction between the network and the Customer Premises Equipment (CPE). Therefore, from a process point of view, a separate point of contact
18、for customer specific troubles reported by another entity is necessary. This point of contact and associated trouble reporting procedures will define precisely to whom and how the troubles should be reported. It should be noted that this contact point is distinct from maintenance contact points defi
19、ned in Recommendation M. 1510. 3 Definition 3.1 receiving and acting on trouble reports from other RONAdministrations pertaining to customer-specific troubles. customer satisfaction point: It is the single point of contact in an RONAdministration that is responsible for 4 Customer satisfaction point
20、 4.1 acting on customer-specific troubles from other RONAdministrations. It is recommended that a single point of contact be established by each RONAdministration for receiving and 4.2 The name, telephone, facsimile, telex numbers, and electronic mail address of the Customer Satisfaction Point shoul
21、d be exchanged among all RONAdministrations. The information exchanged must be separate from the list lcontained in Recommendation M. 15 10, which is a contact list for circuit/facility/equipment maintenance. Recommendation E.440 (02/96) 1 ITU-T RECMN*E=440 96 4862593 ObL5L75 688 4.3 Any RONAdminist
22、ration belonging to ITU (ROA I) should be able to utilize the Customer Satisfaction Point of any other RONAdrninistration (ROA II) to report customer-specific problems that have been isolated through the efforts of ROA I to the network of ROA II. ROA I has the responsibility to provide a well-docume
23、nted trouble history indicating the problem isolation procedures that it has undertaken to resolve the trouble on its own. ROA II has then the responsibility to investigate and report on the trouble resolution as soon as possible to ROA I which initiated the request. 5 Remarks a) This Recommendation
24、 does not intend to dictate in any fashion whatsoever the internal processes in each ROAIAdministration for the establishment of the Customer Satisfaction Point nor does it require the contact point to have a specific level of authority except that the contact point should be able to receive and res
25、olve troubles quickly. The procedures adopted to resolve troubles after they are received is certainly under the discretion of the receiving RONAdministration. Example of information that may be exchanged between Customer Satisfaction Points of different ROAslAdministrations is contained in Annex A.
26、 b) c) Annex A Information exchange for customer satisfaction point (This annex forms an integral part of this Recommendation) 1 ORIGINATING ROA CONTACT POINT NAME: PHONE/FAX/EMAIL/TELEX: DATE: 2 RECEIVING ROA: CONTACT POINT: NAME: PHONEFAX/EMAIL/TELEX: 3 INFORMATION ON THE CUSTOMER PROBLEM 3.1 SERV
27、ICE AFFECTED, e.g. VOICE, FAX, MODEM DATA DIGITAL 3.2 NATURE OF PROBLEM INTERMITTENT/CONTINUOUS 3.3 CUSTOMER IMPACT HIGH/MEDIUM/LOW DURATION THE PROBLEM HAS BEEN ON 3.4 3.5 EXPECTED TIME-FRAME FOR PROBLEM RESOLUTION 3.6 DESCRIPTION OF THE PROBLEM RESOLUTION PROCEDURES ALREADY UNDERTAKEN BY ORIGINATING ROA 2 Recommendation E.440 (OU96)
