文档介绍：12009年网络运行维护与管理考核KPI指标(一)考核(得分)指标解释.................................................................2一、客户服务与产品支撑(32%).....................................................41、年末客户维护服务满意度排位(3分)................................42、客户维护服务质量(14分)..................................................(12分)................................................(1分)..................................................(1分)...........................................(1分).............................113、宽带业务维护服务质量(5分)..........................................(2分)...........................................(2分)...........................................(1分)....................................174、维护服务产品发展(4分)..................................................195、政企客户服务质量.................................................................(2分).............................................................................................21二、网络运行(46分)....................................................................226、CDMA网络运行质量(19分)...............................................(10分).........................................................(1分).....................................................(1分)....................................................(1分)............................................................(1分).....................................%(5分)....................................257、WALN运行质量(5分).........................................................(3分).........................................................(2分)...............................................................278、PHS网络运行质量(4分)...................................................(2分)...........................................................(2分)...........................