ADSL障礙分析與維修探究

Abstract

本論文研製之過程，在理論上探討維護管理、知識管理、相關MIS技術之內容及發展趨勢。其後，以整理分析之結果推導出一個完善的「整合式ADSL障礙處理作業流程」模式之參考準則。在實際上，個案研究則蒐集個案公司最近發生案例，分析相關的障礙資料及技術資料，訪談各維護作業管理相關人員，並實地訪查現場維運管理資訊系統作業之實際情況，求得實務面之維護管理資訊作業流程，作為本研究之主要研究基礎，藉以獲得個案公司維護管理資訊系統實際之需求與策略。研究背景與動機是：自從網際網路出現後，網路的重要性已經和傳統的通訊工具並駕齊驅，寬頻將是扮演下一代的網路主角。固網與行動市場的寬頻化，使電信產品不再只是標準化的語音服務，顧客的需求也不再是一致性的內涵。民營化，使我們在認知上必須去適應「投資人」的觀點；也使我們必須去更深層體認「服務客戶」的真正意涵。 本研究目的，針對中華電信現有維護管制作業流程作「體檢」，檢視所設計的操作方法是否站在客戶的角度，給了客戶整體的解決方案；加以評量，找出其問題點並進行改善，使顧客滿意度提高，以提昇營運績效。 研究結果，構建一套『整合式ADSL障礙處理作業流程』之架構。並輔以深入訪談對所有之研究對象作實証研究及效益分析，作成結論、建議與研究貢獻。 關鍵詞：非對稱數位用戶迴路、維護管理、知識管理、顧客滿意度、營運績效

A procedure is.In theory,studying and researching maintenace management and knowledge management which correlated Management Information System.Learning their techenique content and developmental trend .Then put it in order and analyze its consequence.figure out a perfect reference standard mode of Arranged Trouble-shooting Operation Flow Progress.In practical,collecting recent case in Chunghwa Telecom Corporation.Analyzing corelative trouble phenomenon and thechnical data.Calling on the stuff who in charge of maintenace operation system, do on-site inspection to maintenace management information system.Learning its actual manipulative situation,Having learned that real-objected operational process on maintenace management information.above-mentioned is fundation of the research .By this way,we can obtain real demend and tactics on maintenace managemen information system in Chunghwa Telecom Corporation. My purpose in this study aims directly at maintenace operational process.To review if its method designed from cusumer point or giving client total solution？By evalvating,Finding those problem and improving it .Thus,We could enhance consumer satisfaction and operation performance. According to the above-researched consquence ,establish a structure of Arranged Trouble-shooting Operation Flow Process. After that,add deeply investigation to all of date,do postive researching as well as benefit analysis .Finally,making conclusion,recommendation and contribution. Keywords:Asymmetric Digital Subscriber Line(ADSL),Maintenance Management , Knowledge Management , Arranged Trouble-shooting Operation Flow Process, Consumer Satisfaction, Operation Performance.