服务业务操作指导手册(2013版)-121227

精选文档就在这里-------------各种专业好文档，值得你下载，教育，管理，论文，制度，方案手册，无奇不有----------------------------------------------------------------------------------------------------------------------------------------------------------ERP系统规范指导-销售管理(试用版)拟订人/日期:审查人/日期:批准人/日期:---------------------------------------------------------精选文档---------------------------------------------------------------------精选文档就在这里-------------各种专业好文档，值得你下载，教育，管理，论文，制度，方案手册，无奇不有----------------------------------------------------------------------------------------------------------------------------------------------------------销售业务操作手册销售业务流程：销售业务流程客服部生产部客户确认订单回传跟单员录入销售订单主管审查销售订单能否有库存否通知安排生产是通知库房调动发货库房调动安排发货清单财务录入发货单并审查系统自动产生销售出库单财务打印发货单库房依据发货单出货注意：1、假如销售订单多次发货，则分次填写发货单。

2、假如实质发货与发货单有差别，先弃审发货单，改正发货单，审查从头打印。

3、报价单中的客户一定先保护，包含联系人、地点。

在“报价客户”分类中，假如此后成为正式客户，改正资料，改为正确分类中。

客户服务操作手册一、引言客户服务是企业与客户之间的沟通和交流的重要环节，对于企业的发展和客户关系的维护至关重要。

良好的客户服务可以增加客户的满意度，提高客户黏性，促进口碑传播，从而为企业带来更多的商机和利润。

因此，我们制定了本客户服务操作手册，旨在规范和优化我们的客户服务流程，提升我们的服务水平，实现客户至上的经营理念。

二、客户服务流程1.接待客户（1）提供友好热情的问候，引导客户到舒适的接待区域。

（2）主动询问客户的需求，根据客户的要求进行分析和建议。

（3）告知客户所需的材料和文件准备，引导客户填写相关表格。

（4）向客户说明服务流程和时间预估，以及服务收费标准。

2.数据收集和分析（1）收集客户提供的文件和资料，核实完整性和准确性。

（2）进行必要的分析和解读，为客户提供解决方案和建议。

（3）将数据整理成报告或者文件，供客户查阅和审核。

3.问题解决和投诉处理（1）认真倾听客户的问题和不满，保持耐心和尊重。

（2）认真调查问题原因，并与相关部门进行沟通和协调解决。

（3）积极主动地向客户解释问题的解决方案和进展情况。

（4）确保问题得到及时解决，客户满意。

4.售后服务和跟进（1）向客户提供及时、准确的售后服务和技术支持。

（2）定期跟进客户的需求和满意度，了解客户的反馈和意见。

（3）根据跟进结果，及时调整和改进服务策略和流程。

三、客户服务技巧1.沟通技巧（1）倾听客户，重视客户的意见和需求。

（2）语气和表情友好热情，给予客户充分的尊重。

（3）使用简洁明了的语言，避免专业术语和复杂的表述。

（4）主动提供支持和帮助，解答客户的问题和疑虑。

2.问题解决技巧（1）认真倾听客户的问题和需求，理解客户的立场和感受。

（2）对于问题进行分类和优先级排序，有条不紊地解决问题。

（3）妥善处理客户投诉，保持冷静和专业，尽可能减少客户的损失。

（4）及时向客户解释问题的原因和解决方案，避免反复沟通和不必要的纠纷。

3.服务态度（1）热情友好，保持微笑和良好的身体语言。

业务流程平台使用说明6月17日起，原“流程管理”中电子流程停用，“业务流程平台”启用，项目及项目员工常用流程如下：1、出差申请2、个人费用报销3、租车租房制式合同评审4、其它类合同评审进入业务流程平台路径1、登录VPN：https:///por/login_psw.csp?用户名：xinjiang-vpn 密码：Xinjiang 或用户名：service 密码：goldwind2、从门户平台进入登录界面3、办公平台→（系统导航）业务流程平台→流程申请如无法进入业务流程平台，请按如下操作设置：A、C:\WINDOWS\system32\drivers\etc \hosts文件B、用记事本打开，在文件的最下方加上C、保存重启电脑如还无法正常进入，请联系信息部孙祖凯或张戬富常用流程使用图解及填写规范一、出差申请出差申请流程适用于回公司参加培训人员、片区办公室出差人员、借调到外片区出差人员从“业务流程平台”“流程申请”进入“FWDY-出差申请”1、申请人信息所属业务主体：如到项目出差，选择与项目合同主体一致如到公司培训、开会，项目员工选择与所在项目合同主体一致，片区专责选择片区办公室所在主体（即“新疆金风”）备注：项目合同只有“金风”和“科创”之分流程摘要：新疆片区（姓名）X月X日至X月X日 XX项目/公司培训/开会出差申请2、详细信息出差目的地：具体项目（或回公司培训填公司名称）具体出差计划：详实填写此次出差计划与目的。

如出差需定机票，请将机票信息填写在“具体出差计划”第一行，流程审批通过后，打印此页递交后勤订票（订票需至少提前三天）3、附件信息附件信息暂不填写或上传附件检查无误、无遗漏后点击提交二、个人费用报销个人费用报销流程适用于员工因工作产生的个人费用报销建议先按时间顺序贴票，再参考贴好的票据，按贴票顺序提交个人费用报销流程。

贴票时，注意票面干净整洁，每张票据需用铅笔在票据右上角标注“票据编号”（见二、2、B票据编号正解），每张粘贴单贴票不超过20张票据从“业务流程平台”“流程申请”进入“FWDY-个人费用报销”1、申请人信息所属业务主体：如本月在一个项目出差，选择与该项目合同主体一致如本月在多个项目出差，选择与出差时间较长项目合同主体一致片区专责如果一月内在多个项目出差、巡查，选择片区办公室所在主体（即“新疆金风”）备注：项目合同只有“金风”和“科创”之分流程摘要：新疆片区XX项目（姓名）X月个人费用报销申请2、详细信息所属项目：若存在一月多个项目出差的情况，填写当月所在时间较长项目任务完成情况概述：概述当月在该项目完成的主要工作票据详细信息：点击“新增”添加票据详细信息备注：A、黏贴单编号：eg，如手上有若干票据，需粘贴到多张票据粘贴单上，若此张票据粘贴到第一张粘贴单上，黏贴单编号为“一”，若此张票据粘贴到第二张粘贴单上，黏贴单编号为“二”，，，从一开始，依此类推，注：黏贴单编号为大写阿拉伯数字B、票据编号：eg，如一张粘贴单上有若干票据，第一份（张）票据的票据编号为“1”，第二份（张）票据的票据编号为“2”，，，从1开始，依此类推注：票据编号为小写阿拉伯数字，并且需要在票据上用铅笔标注票据编号特殊情况举例：如从A到B，产生车费20元（两张10元票据），填写票据信息时填写一行即可，两张票贴一起，票上用铅笔标注一个票据编号即可C、类型：员工报销个人费用，票据多为在途车票与住宿票，类型选择“差旅费-交通住宿”，如有其他类型票据，选择合适的类型即可D、票据内容：如票据为在途车票，票据内容填票据的起始地点；如票据为住宿票，票据内容填住宿地点；其他票据根据实际情况填写E、备注：“到XX项目（或公司开会/培训）路费（或住宿费）”3、附件信息附件信息暂不填写或上传附件检查无误、无遗漏后点击提交三、租车租房制式合同评审租车租房制式合同评审适用于有租车、租房需求的项目从“业务流程平台”“流程申请”进入“FWDY-租车租房制式合同评审”1、申请人信息所属业务主体：与项目合同主体一致流程摘要：新疆片区XX项目租车（或租房）合同评审2、详细信息合同名称：XX项目租车（或租房）合同评审乙方名称：乙方名称合同总金额：月租金*合同有效期（X个月）eg，租车合同月租金5000元/月，合同有效期12个月，合同总金额=5000*12=60000法定代理人：乙方名称注册资金：0合同主要内容：未发布新制度前，按照《FWXT－YGB-ZD-2012-006项目现场的租车、租房及厨师雇佣的管理制度》中租车、租房合同评审“详细内容”填写，即旧流程中的“详细内容”3、附加信息未发布新制度前，按现有的租车、租房材料模版上传附件检查无误、无遗漏后点击提交四、其他类合同评审其他类合同评审适用于有雇用厨师需求的项目或其他从“业务流程平台”“流程申请”进入“FWDY-其他类合同评审”1、申请人信息所属业务主体：与项目合同主体一致流程摘要：新疆片区XX项目雇用厨师合同评审2、详细信息合同名称：XX项目雇用厨师合同评审乙方名称：乙方名称合同总金额：月工资*合同有效期（X个月）eg，厨师月工资1500元/月，合同有效期12个月，合同总金额=1500*12=18000法定代理人：乙方名称注册资金：0合同主要内容：未发布新制度前，按照《FWXT－YGB-ZD-2012-006项目现场的租车、租房及厨师雇佣的管理制度》中租车、租房合同评审“详细内容”填写，即旧流程中的“详细内容”选择相关人员：无需特殊领导加批，不选择3、附件信息未发布新制度前，按现有的雇用厨师材料模版上传附件检查无误、无遗漏后点击提交备注：以上使用过说明、图解、填写规范适用于部门正式下发填写规范前参考使用，部门下发正式填写规范后，按部门下发文件执行。

一、维修工作流程
二十一、投诉处理操作指引
二十二、回访操作指引
1、回访的抽样比例
对每月完成的居家服务（维修类）按30%的比例回访，其中“四类服务”（投诉、有偿服务、新人提供服务、曾被投诉员工提供的服务）全部都应回访，并且回访需于服务完成次日完成。

1．注意事项
（1）客户提及的要求应及时记录；
（2）客户拒绝回访的原因记录下来，并将客户房号汇总给客服主管，形成“拒访客户清单”，并知会到客户服务部全体。

3
若客户表示很忙，或不情愿配合，则说；“不好意思，打扰了”，然后轻轻挂断电话。

®OWNER’S LITERATURE INFORMATION (2)INTRODUCTIONNissan Maintenance (3)Why Nissan Service? (4)NISSAN MAINTENANCE&REPAIR SUPPORTExtended Service Plans (5)Genuine Nissan Collision Parts (7)Complimentary Multi-Point Inspection (12)Genuine Nissan Parts You Can Rely On..................................14,15Nissan Services Designed With You in Mind...............................18,20SCHEDULED MAINTENANCE GUIDEDetermining the Proper Maintenance Interval (8)Explanation of Scheduled Maintenance Items (9)Maintenance Schedule (11)Maintenance Log (37)1INDEX OF TOPICS WHERE TO FIND INFORMATIONRecommended Lubricants,Fluids.........Owner’s Manual:chapter9Radio/CD Operation/Heater/AC Operation...Navigation Manual:chapter4Charging Your Vehicle.................Owner’s Manual:chapter CHStarting and Driving Your Vehicle..........Owner’s Manual:chapter5Security System Operation..............Owner’s Manual:chapter2If You Have a Flat Tire..................Owner’s Manual:chapter6New Vehicle Limited Warranty............Warranty Information Booklet:“2013New Vehicle LimitedWarranty”Tire Pressure/Rotation.................Owner’s Manual:chapter8Tire Warranties/Safety Information.........Warranty Information Booklet:Individual tire manufacturerwarranty sectionsConsumer Affairs Assistance.............Warranty Information Booklet:“Nissan’s Customer Care Program”Customer Care/Lemon Law Information Booklet* Do It Yourself Information...............Owner’s Manual:chapter8General Maintenance..................Owner’s Manual:chapter8*Not applicable outside the United States2Maintain Your InvestmentPreventative scheduled maintenance is an important investment tooptimize the performance,reliability,durability,safety and resale value ofyour Nissan.Scheduling your electric vehicle’s maintenance at therecommended intervals will ensure your electric vehicle functions at itsbest.We want you to enjoy your Nissan electric vehicle.This Service andMaintenance Guide is designed to help you make sure your electricvehicle receives proper and timely maintenance that is necessary.Keyservices are explained in detail,along with an outline of scheduledmaintenance to help you maintain your electric vehicle.Your localNissan LEAF certified dealer can assist you in determining the bestschedule based on your driving habits and local conditions.Failure to perform scheduled maintenance may result in excludingportions of your electric vehicle from warranty coverage and may reducethe performance,safety,reliability,durability and/or resale value of yourelectric vehicle.See your Warranty Information Booklet and Owner’sManual for details.3To preserve the quality,reliability and safety of your elec-tric vehicle,an authorized Nissan LEAF certified dealer is recommended for maintenance or repair.Only an autho-rized Nissan LEAF certified dealer offers you these advan-tages:●Nissan trained and ASE certified technicians●Immediate access to warranty service history andNissan technical information●Latest diagnostic,special tools and service techniques ●Genuine Nissan Parts that meet Nissan’s demandingstandards●12month/12,000mile parts and labor limited warrantywhen Genuine Nissan Parts are installed by your dealer ●Lifetime limited warranty on select replacement parts ●Complimentary Multi-Point Inspections(at participat-ing dealers)●Clear,up-front estimates●Time guaranteed Express Services(at participatingdealers)●Shuttle service/Courtesy van(at participating dealers)Your Nissan LEAF certified dealer is a full-service mainte-nance and repair center.We recommend using authorized Nissan Service and genuine Nissan Parts that we have designed for their reliability,safety and suitability for your Nissan electric vehicle.We are committed to providing you with quick,efficient,and competitively priced service and parts.**May differ or not apply outside the United States,please inquire of your Nissan LEAF certified dealer.GENUINE SERVICE4EXTENDED PROTECTION PLANSIf someone told you,you could drive your new Nissan for the next8years or100,000miles,almost worry-free of unexpected repair costs,would you be interested? Nissan’s Security+Plus family of extended service con-tracts delivers the peace of mind that does just that. Security+Plus Extended Protection Plans can cover everything from over600up to900vehicle components to roadside assistance to rental vehicle costs,and pro-vide:Nationwide Coverage;utilizing:Genuine Nissan Parts(new or in some cases remanufactured);installed by:Factory-Trained Technicians(trained by us to work on your vehicle).And you’ll be protected against future inflation(rising cost of parts and labor).Security+Plus Extended Protection Plans can be pur-chased any time within your vehicle’s original 3-year/36,000-mile basic limited warranty period.Just contact your selling Nissan LEAF certified dealer and tell them you’d like to take advantage of one of the best mechanical breakdown plans available for your Nissantoday.5PREPAID MAINTENANCE PLANSDo you currently have someone that maintains your yard?Cleans your house?Maintains your vehicle?WithSecurity+Plus Prepaid Maintenance Plans you’ll be hir-ing Nissan to maintain your vehicle to factory specifica-tions by factory-trained technicians.Like our ExtendedProtection Plans,you’ll benefit from Nationwide Cover-age,Genuine Nissan Parts,Factory-Trained Tech-nicians,and you’ll be protected against future inflation(rising costs of parts and labor).What could be easier?Security+Plus Prepaid Maintenance offers two servicelevels,one service interval and five time and mileageperiods.So it’s easy to find a plan that’s right for you.Didn’t purchase Prepaid Maintenance Plan at the timeof vehicle delivery?Don’t sweat the small stuff,‘New’Security+Plus prepaid maintenance contracts can bepurchased any time within the first6months/7,500milesof original vehicle sale date.Just contact your sellingNissan LEAF certified dealer and tell them you’d like totake advantage of one of the best maintenance plansavailable for your Nissan today.*These products not available outside the United States.See your participating Nissan LEAF certified dealer for details.6If you have an accident,insist on Genuine Nissan Collision Parts.If you want your electric vehicle to be restored using parts made to Nissan’s original exacting specifications–if you want it to last,help to protect your personal safety and to help hold its resale value,the solution is simple.Tell your insurance agent and your repair shop to use only Genuine Nissan Collision Parts.Many non-genuine parts are copies made from impres-sions of Nissan parts and may not match the specifica-tions and performance standards of Genuine Nissan Parts.As a result,non-genuine parts may not look or fit right,and may be less safe.The hood on your electric vehicle is a good example. Nissan designed it with hood buckling creases to help prevent the hood from penetrating the interior of your electric vehicle in an accident.Non-genuine parts may not provide such built-in safeguards.In some states,the law says you must be advised if non-genuine parts are used to repair your electric vehicle. Why should you take a chance?Replacement Panel Limited Lifetime Corrosion Warranty*If you have your collision damage repaired using Genuine Nissan Outer Sheet Metal Panels you don’t have to worry about corrosion.That’s because these panels are war-ranted against inside out rust-through perforation for as long as you own your Nissan.Another reason to insist on Genuine Nissan Collision Repair Parts.Vehicle Lease agreements,such as those offered by Nissan Motor Ac-ceptance Corporation,may require that ONLY Genuine Nissan replace-ment parts be utilized for collision repairs to the vehicle.*This warranty does not apply to vehicles or parts not distributed by Nissan North America and/or sold outside the United States.7As a condition of your electric vehicle’s warranty,you are responsible for properly maintaining your electric vehicle.In maintaining your electric vehicle,you should follow either Schedule1or Schedule2as listed e these guidelines to determine which maintenance schedule to use.SCHEDULE1(more severe operating conditions)Use Schedule1if you primarily operate your electric vehicle under any of these conditions:●Repeated short trips of less than5miles in normal temperatures or less than10miles in freezing temperatures●Stop-and-go traffic in hot weather or low speed driving for long dis-tances●Driving in dusty conditions or on rough,muddy,or salt-spread roads ●Using a car-top carrier SCHEDULE2(less severe operating conditions)Schedule2features7,500-mile service intervals;with Schedule2 fewer maintenance items are regularly checked or replaced than with Schedule1.Generally,Schedule2applies only to highway driving in temperate e Schedule2only if you primarily operate your electric vehicle under conditions other than those listed in Schedule1.8The following descriptions are pro-vided to give you a better understand-ing of the scheduled maintenance items that should be regularly checked or replaced.The mainte-nance log indicates at which mileage/time intervals each item re-quires service.In addition to scheduled mainte-nance,your Nissan requires that some items be checked during nor-mal day-to-day operation.You can find these items listed under“General Maintenance”in Chapter8of your Owner’s Manual.Items marked with“*”are recom-mended by Nissan for reliable electric vehicle operation.You are not re-quired to perform maintenance on these items in order to maintain the warranties which come with your Nissan.Other maintenance items and intervals are required.When applicable,additional informa-tion can be found in the“Maintenance and do-it-yourself”section in Chapter8of your Owner’s Manual.NOTE:Nissan North America doesnot advocate the use of non-OEMapproved aftermarket flushing sys-tems and strongly advises againstperforming these services on aNissan product.Many of the aftermar-ket flushing systems use non-OEMapproved chemicals or solvents,theuse of which has not been validatedby Nissan North America.For recommended lubricants,fluids,grease,and refrigerant,refer toChapter9in your Owner’s Manual.EV SystemCharging Port*Check the charging port for any signsof contamination,dust,sand,etc.Charging Port Sealing Cap*Use only compressed air with propereye protection to clean any contami-nation from the sealing cap.EV Battery Usage ReportTo maximize the life of your Li-ion bat-tery,have the EV Battery Usage Re-port generated and reviewed withyou.Review of the EV Battery UsageReport is required as a condition ofEV battery warranty.Refer to your2013LEAF warranty informationbooklet for details.Both the12monthand24month inspections will be per-formed by your Nissan LEAF certifieddealer at no cost to the vehicle owner.CoolantReplace coolant at the interval speci-fied below.When adding or replacingcoolant,be sure to use only GenuineNissan Long Life Antifreeze/Coolant(Blue)or equivalent with the propermixture.(Refer to the Owner’s Manualto determine the proper mixture foryour area.)The recommended ser-vice interval of the factory-fill coolantis125,000miles(200,000km)or15years,whichever comes first.Sub-sequent replacement of Genuine9Nissan Long Life Antifreeze/Coolant (Blue)should occur every 75,000miles(120,000km)or 5years whichever comes first. NOTE:Mixing any other type of cool-ant or the use of non-distilled water will reduce the recommended service interval of the coolant.Chassis and Body Maintenance:Brake Lines and Cables Visually inspect for proper installa-tion.Check for chafing,cracks,dete-rioration,and signs of leaking.Re-place any deteriorated or damaged parts immediately.Brake Pads&RotorsCheck for wear,deterioration and fluid leaks.Replace any deteriorated or damaged parts immediately.In-Cabin MicrofilterReplace at specified intervals.Whendriving for prolonged periods in dustyconditions,replace the filter more fre-quently.Steering Gear and Linkage,Axleand Suspension Parts,DriveShaft BootsCheck for damage,looseness,andleakage of oil or grease.Under severedriving conditions,inspect more fre-quently.Tire RotationTires should be rotated every7,500miles according to the instruc-tions in the Owner’s Manual.Whenrotating tires,check for damage anduneven wear.Replace if necessary.Reduction Gear OilVisually inspect for signs of leakage atspecified intervals.Off-Road MaintenanceCheck the following items frequentlywhenever you drive off-road throughdeep sand,mud or water:●Brake pads and rotors●Brake lines and hoses●Reduction gear oil●Steering linkage10The following Maintenance Schedule has been compiled by Nissan toassist you in performing the recommended maintenance services andkeeping appropriate records of services performed.Along with therelated repair invoices,receipts,and other such records,a properlydocumented maintenance history could enhance the value of yourelectric vehicle should you ever wish to sell it.The services listedrepresent the minimal Nissan recommended requirements for eachtime/mileage interval,up to120,000miles/96months.Beginning onpage37you will find a log that should be used to track when andwhere services were performed.Ask your Service Advisor to updateyour log each time your electric vehicle is serviced.11❑For the ultimate in preventative maintenance,ask your Service Advisor for a complimentary Multi-Point Inspection every time you visit your partici-pating Nissan LEAF certified dealer.See page 12for more information on Multi-Point Inspections.13MAINTENANCE SCHEDULEIn-Cabin MicrofilterThe In-Cabin Microfilter filters the air you breathe in your electric vehicle.This system filters both outside and re-circulated air used by the air conditioning system in your electric vehicle.Replacing the Microfilter every year or 15,000miles is the best way to help prevent road dust,pollen and other air pollutants from entering the interior of your electric vehicle and the air you breathe.If your electric vehicle is not equipped with an In-Cabin Micro-filter system –see your Nissan LEAF certified dealer about getting one installed –you’ll breatheeasier.15MAINTENANCE SCHEDULE❑For the ultimate in preventative maintenance,ask your Service Advisor for a complimentary Multi-Point Inspection every time you visit your partici-pating Nissan LEAF certified dealer.See page 12for more information on Multi-Point Inspections.17MAINTENANCE SCHEDULE<This check must be performed based solely on the number of service months,not mileage>❑For the ultimate in preventative maintenance,ask your Service Advisor for a complimentary Multi-Point Inspection every time you visit your partici-pating Nissan LEAF certified dealer.See page 12for more information on Multi-Point Inspections.1Review of the EV Battery Usage Report is required as a condition of EV battery warranty.Refer to your 2013LEAF warranty information booklet for details.Both the 12month and 24month inspections will be performed by your Nissan LEAF certified dealer at no cost to the vehicle owner.19MAINTENANCE SCHEDULE❑For the ultimate in preventative maintenance,ask your Service Advisor for a complimentary Multi-Point Inspection every time you visit your partici-pating Nissan LEAF certified dealer.See page 12for more information on Multi-Point Inspections.21MAINTENANCE SCHEDULE❑For the ultimate in preventative maintenance,ask your Service Advisor for a complimentary Multi-Point Inspection every time you visit your partici-pating Nissan LEAF certified dealer.See page 12for more information on Multi-Point Inspections.23MAINTENANCE SCHEDULEnot mileage>Inspection every time you visit your par-LEAF warranty information booklet for details.❑For the ultimate in preventative maintenance,ask your Service Advisor for a complimentary Multi-Point Inspection every time you visit your partici-pating Nissan LEAF certified dealer.See page 12for more information on Multi-Point Inspections.25MAINTENANCE SCHEDULE❑For the ultimate in preventative maintenance,ask your Service Advisor for a complimentary Multi-Point Inspection every time you visit your partici-pating Nissan LEAF certified dealer.See page 12for more information on Multi-Point Inspections.27MAINTENANCE SCHEDULEnot mileage>Inspection every time you visit your par-LEAF warranty information booklet for details.❑For the ultimate in preventative maintenance,ask your Service Advisor for a complimentary Multi-Point Inspection every time you visit your partici-pating Nissan LEAF certified dealer.See page 12for more information on Multi-Point Inspections.29MAINTENANCE SCHEDULE❑For the ultimate in preventative maintenance,ask your Service Advisor for a complimentary Multi-Point Inspection every time you visit your partici-pating Nissan LEAF certified dealer.See page 12for more information on Multi-Point Inspections.31MAINTENANCE SCHEDULEnot mileage>Inspection every time you visit your par-LEAF warranty information booklet for details.When replacing the Li-ion battery assembly or module,be sure to record the ID in the space provided.Please confirm the service manual for modulelocation.333435367,500Miles or6Months Dealer Name:Date:Mileage:DealerStamp:15,000Miles or12MonthsDealer Name:Date:Mileage:DealerStamp:22,500Miles or18MonthsDealer Name:Date:Mileage:DealerStamp:30,000Miles or24Months Dealer Name:Date:Mileage:DealerStamp:37,500Miles or30MonthsDealer Name:Date:Mileage:DealerStamp:45,000Miles or36MonthsDealer Name:Date:Mileage:DealerStamp:52,500Miles or42Months Dealer Name:Date:Mileage:DealerStamp:60,000Miles or48MonthsDealer Name:Date:Mileage:DealerStamp:67,500Miles or54MonthsDealer Name:Date:Mileage:DealerStamp:37。

XXXXXXXXX有限责任公司第三方服务管理程序[XXXX-B-34]V1.0变更履历1 目的为加强对第三方服务提供商（合作商）的控制，减少安全风险，防范公司信息资产损失，特制定本程序。

2 范围适用于组织信息安全第三方服务管理活动,包括第三方确定过程、第三方的服务安全控制措施、第三方的服务监督和评审方法、第三方的变更管理。

3 职责3.1 综合部a)负责统一管理第三方服务的控制活动。

b)负责定期对第三方服务商进行监督和评审；3.2 采购部a)负责确定合格的第三方服务商，并与第三方服务商签订服务合同和保密协议；b)负责做好第三方服务商的变更管理。

3.3 技术部a)负责第三方信息处理设备、网络、系统、软件的采购申请和基本维护；b)负责对第三方服务商的服务进行安全控制；4 相关文件《信息安全管理手册》《相关方信息安全管理程序》《安全区域管理程序》《信息系统访问与使用监控管理程序》5 程序5.1 第三方服务的确定本组织所需的第三方服务包括：a)采购的物资需要委托第三方进行监造；b)技术开发项目需要分包；c)信息处理设备、网络、系统、软件需要第三方进行开发和维护；d)信息安全等需要委托第三方提供服务；e)其他服务提供方。

在与第三方签署服务合同前，相关的主管部门应明确第三方服务的内容和要求，评估由于第三方服务带来的信息安全风险，并对第三方提供服务的能力进行评定，应确保第三方有充分的提供服务的能力，并且具备有效的工作计划，即便发生重大的服务故障或灾难也能保持服务的连贯性，必要时可以通过招投标，确定合格的第三方服务提供商。

对重要的第三方服务提供商，应确定其信息安全管理要求和提供服务的能力要求，制定《第三方信息安全核查计划》和《第三方信息安全核查表》并进行现场评定。

确定合格的第三方服务提供商后，相关主管部门应与第三方签署第三方服务合同(SLA)，并在服务合同中体现信息安全风险金。

如果服务中涉及需要第三方保密的信息，必须明确第三方的责任，并签订《第三方服务保密协议》。

服务条款和业务说明（2013版）中国移动通信集团上海有限公司（以下简称“上海移动”）与客户在平等自愿的基础上，就上海移动向客户提供移动通信服务事宜，作以下说明：一、服务总则1、客户有权获得移动通信服务，客户有权监督服务质量，提出批评、建议。

2、客户需要如实提供有效身份证件原件亲自办理（委托他人办理，经办人需带委托人和经办人有效身份证件原件和授权委托书），个人客户的有效身份证件包括居民身份证、临时居民身份证、户口簿（仅适用于未成年客户）、护照（仅适用于外国公民）、军官证、武装警察身份证件、港澳台回乡证；单位客户提供有效的单位介绍信（须加盖单位公章）、通过年检的有效营业执照副本原件、经办人有效身份证原件等方可办理。

3、客户密码是客户重要的个人资料，可以作为办理业务的凭证。

请客户注意密码的保密，谨防泄密。

凡使用密码办理的一切业务，均视为客户亲自办理或授权办理，并由客户负责。

4、客户应根据上海移动公布的、由政府主管机关核定的或者上海移动在政府主管机关备案的资费标准，在约定的时间内及时、足额交纳通信费用。

通信费用的计费周期从用户结账日0时起至下一个结账日前一日的24时（由于网络设备产生话单及相关处理会有时延，可能发生上一周期部分话费计入下一周期话费中收取的情况）。

根据《中华人民共和国电信条例》第三十五条关于移动电信业务费用支付的规定，逾期不交费，上海移动有权对您的手机采取呼出限制或者停机等措施，并且自最后交费日次日起每日按欠费金额的3‰加收违约金（设立违约金支付额度上限为欠费本金的100%），并通过短信方式提醒您。

5、客户若对费用有疑问，可致电10086、登陆网上营业厅进行账务查询，通话清单保留期限为5个月(系统产生用户话单当月起后5个月，不含当月)。

6、客户不得私下转让或买卖移动电话号码使用权，否则由此造成的欠费、停机等后果由原客户承担。

7、预付费客户在号码有效期限内享有号码的使用权。

如有效期到期或者账户余额不足，及时充值即可延长有效期；如未及时充值，号码进入保留期，保留期内如客户不及时充值则不能进行通信，如客户及时充值保留期自动结束，通信恢复。

沟通CTBS标准版V5.1.0.2 管理员操作指南摘要本产品简介提供沟通科技的相关产品与销售咨讯概况，提供给销售沟通科技相关产品的合作伙伴，一个完整的参考资料。

如需沟通科技产品的最新咨讯，请参访此文件所包含的内容谨代表在文件发行时，沟通科技对于文档所讨论主题的看法，资料的内容将因市场状况的变化，而随时加以更新。

版权声明本材料的相关权利归深圳市沟通科技有限公司所有。

任何部分未经本公司许可，不得转印、影印或复印。

© 2011 深圳市沟通科技有限公司All rights reserved.目录1 管理员登录 (6)2 起始页 (8)2.1 基本信息 (9)2.1.1 选择语言 (9)2.1.2 快捷方式 (9)2.1.3 系统检测 (9)2.2 公告管理 (9)2.2.1 浏览公告 (9)2.2.2 添加公告 (10)2.2.3 修改公告 (11)2.2.4 删除公告 (11)2.3 配置向导 (11)2.4 管理向导 (14)2.5 发布向导 (16)3 用户管理 (20)3.1 用户/组策略管理 (20)3.1.1 浏览用户/组策略 (20)3.1.2 添加用户/组策略 (21)3.1.3 修改用户/组策略 (23)3.1.4 模板添加 (23)3.1.5 删除策略 (23)3.2 用户组管理 (23)3.2.1 浏览用户组 (23)3.2.2 查询用户组 (24)3.2.3 添加用户组 (24)3.2.4 修改用户组 (25)3.2.5 删除用户组 (25)3.2.6 启用/禁用用户组 (25)3.2.7 批量处理用户组 (25)3.2.8 域模式下用户组管理 (26)3.3 用户管理 (28)3.3.1 浏览用户 (28)3.3.2 查询用户 (29)3.3.3 添加用户 (30)3.3.4 修改用户 (30)3.3.5 启用/禁用用户 (30)3.3.6 批量处理用户 (31)3.3.7 删除用户 (31)3.3.8 域模式下用户管理 (31)3.4 管理员管理 (33)4 应用管理 (34)4.1 应用策略 (34)4.1.1 浏览应用策略 (34)4.1.2 添加应用策略 (34)4.1.3 修改应用策略 (37)4.1.4 删除应用策略 (37)4.2 程序组 (37)4.2.2 添加程序组 (38)4.2.3 修改程序组 (39)4.2.4 批处理程序组 (39)4.2.5 删除程序组 (39)4.3 程序 (39)4.3.1 浏览程序 (39)4.3.2 添加程序 (40)4.3.3 修改程序 (42)4.3.4 批处理程序 (42)4.3.5 删除程序 (43)4.4 文件 (43)4.4.1 浏览文件 (43)4.4.2 添加文件 (44)4.4.3 修改文件 (46)4.4.4 批处理文件 (46)4.4.5 删除文件 (46)4.5 文件夹 (46)4.5.1 浏览文件夹 (46)4.5.2 添加文件夹 (47)4.5.3 修改文件夹 (48)4.5.4 批处理文件夹 (49)4.5.5 删除文件夹 (49)4.6 链接 (49)4.6.1 浏览链接 (49)4.6.2 添加链接 (50)4.6.3 修改链接 (51)4.6.4 批处理链接 (51)4.6.5 删除链接 (52)4.7 桌面 (52)4.7.1 浏览桌面 (52)4.7.2 添加桌面 (53)4.7.3 修改桌面 (54)4.7.4 批处理桌面 (54)4.7.5 删除桌面 (55)5 会话管理 (56)5.1 浏览当前会话信息 (56)5.2 断开/注销会话 (56)5.3 浏览当前登录用户信息 (56)5.4 注销登录用户 (57)6 服务器管理 (58)6.1 应用服务器 (58)6.1.1 浏览应用服务器 (58)6.1.2 添加应用服务器 (58)6.1.3 设置应用服务器 (58)6.1.4 重启应用服务器 (59)6.2 网关服务器 (60)6.2.1 浏览网关服务器 (60)6.2.2 设置网关服务器 (60)6.3 许可证服务器 (61)6.3.2 设置许可证服务器 (62)7 系统管理 (63)7.1 基本设置 (63)7.2 许可证管理 (64)7.3 日志管理 (64)7.3.1 浏览日志 (64)7.3.2 查询日志 (65)7.4 系统备份管理 (65)1管理员登录管理员打开IE浏览器，输入CTBS控制台地址http://IP:Port/Console或点击〔开始〕－〔程序〕－〔CTBS Standard 5.1.0.2〕－〔控制台〕访问服务器如图1-1。

客户服务系统报事管理操作手册四川易软信息技术有限公司（内部资料）2013.3月修改版报事管理一、设计思想报事采用流程化思想来管理，每种类型的报事可以定义相应的流程，流程的每一个步骤可以定义相关的人来操作，完成相关步骤后整个报事自动流转到下一流程，直到整个流程完成，没有完成的报事会有显示，并且会显示这件报事已经做到那一个步骤，那么相关人员看了就会明白哪些报事还没完成，具体到了那个步骤，然后就可以接着往下做，直到整个报事完成。

下面图片显示报事的流程，这个流程可以自己定义，例如：流程不需要报事审核，那么报事登记完了后自动就到了任务派工步骤，而且每个步骤可以定义相应人员来做，比如：我定义的流程为：报事登记——>任务派工——>回单管理——>回访管理——>报事归档，我定义客服部门人员负责登记、回单、回访、归档，工程部负责派工，当客户部登记完报事后，工程部电脑上就会过来一条派工，那么工程部人员就知道新来了一件报事需要派工，工程部派工完后，这件报事就又会回到客户部，由客户部接着往下做，直到整件事情完成。

如果按照上面的步骤来操作报事，没有做完的事情、做到了哪一步都会显示在界面上，相关人员打开电脑后就会一目了然（比如：工程部就只会看到哪些还没派工，客服部就只会看到哪些还没回单、回访、归档，分工明确、清晰明了），选中相关步骤的相关报事，双击进去就可以接着往下做，直到整件事情完成，那么这件报事自然就不会在显示在界面上（如下图），下图反映了还没有做完的报事，并且显示已经到了哪个步骤。

报事模块可分为三大块：报事设置、报事管理、报事报表。

报事设置是启用报事的前提，包括设置报事项目、流程等，只有设置好了这些，后面的报事管理中才能应用这些设置来做具体的操作；报事管理是具体的报事操作（登记、派工、回访等）；报事报表是对报事进行统计、汇总，以报表的形式呈现。

二、报事设置1、基础设置基础设置工作主要包括物业服务项目、流程、员工操作步骤、打印模板等设置工作，这是期初工作的重要步骤（如下图）。