Research Of A China Telecom Fault Work Order Processing Quality Management System&Improvement

The face of fierce market competition, China Telecom Guangdong branch activelypromote system reform, and actively build a Guangdong Branch, a little acceptance,cooperation of division of labor of the control mechanism, therefore the fault centralizedcontrol is one of the key points, main be each branch fault management function isconcentrated to the network monitoring center, to achieve the low cost operation effect.However, according to incomplete statistics analysis, fault processing of low quality influencethe faults control the quality, so the fault processing of quality management research is toenhance the fault centralized control key. This paper is based on the A telecommunicationnetwork management center as the research object, the bank’s fault work order processingquality management problems encountered in research carries on the summary and theanalysis, and to implement the "one station in Guangdong company, a little acceptance,cooperation of division of labor " angle, application of Pareto chart, brainstorming, treediagram and control chart quality management, and use of quality management methods tothe fault work order processing to enhance the quality of research, in-depth analysis of the Atelecommunications network management center fault work order processing in the qualitymanagement of employees working ability inadequacy, equipment capacity is not enough, thefault processing of unreasonable, instructions do not apply, system support means perfect,fault ticket inspection mechanism is not perfect six issues, then the combination of industryand enterprise actual situation, proposed in the organizational structure, staff training, faulthandling process, system support means and the fault work order processing process totransform five improvement scheme. At the end of the thesis, puts forward the improvementmethods and suggestions, and the fault work order quality management next researchdirections are forecasted.This thesis systematically for the first time in the industry on the fault work orderprocessing quality improvement study, in A telecommunication network management centerfor the first time using SPC tools on the fault work order processing quality managementsystem analysis and the improvement of its quality, introduced advanced management ideasand methods, the optimization measures combined with the industry characteristics, for thepromotion of Guangdong Telecom Network of high quality, high stability of the operation tohave very big effect.