基于eTOM和SLA的客户申告处理流程的研究
Research Of eTOM-based Customer Complain Process Flow
建立规范化的客户申告处理流程对以客户为中心的电信服务理念，以及OSS的演进具有很重要的意义。本文讨论了基于eTOM和SLA的客户申告处理流程，重点阐述了客户申告处理流程的数据流向，以及其中涉及到的各个过程元之间的相互关系。
ustomer complaining process flow based on standardization, has very important significance to the customer-centric concept of telecommunications services, as well as the evolution of OSS. In this paper, based on eTOM and the SLA, Customer complaining process flow, focusing on the customer complaint of the data processing flow, as well as the relationship of the various related processes.
廖慧
通信
eTOM，SLA，过程元，客户申告
SLA，process，customer complaining
廖慧.基于eTOM和SLA的客户申告处理流程的研究[EB/OL].(2007-12-29)[2025-06-14].http://www.paper.edu.cn/releasepaper/content/200712-882.点此复制
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