KA_Suzhou_Interview Notes.docVIP免费

Interviewee:PingAn平安保险(NationalcallcenterinSuzhou)Location:SuzhouTime:October2001¶Background:200seats,200-300staff,tensofmillionsRMBinvestmentforthiscallcenter,hundredsofthousandsofmonthlycalls,averageof3-5minuteseach,heavyrequirementfordatacommunication,limitedrequirement(<10%)formobilecommunication,currentservicesincludesvoice,ISDN,Ethernet,VPN,withADSLinfutureSeeChinaTelecomasadinosaur:thesmallheadrealizestheneedtochange,thelargebodyisslowtoreact¶ChinaTelecomproblemarea:Administrativemanagementratherthanprocessmanagement,actionsfollowadministrativeinstructionsLackofcross-citycross-provincecoordination.Suzhouhasnocontroloverthecoordinationwithothercities,andevenJiangsuandBeijingcouldnoteffectivelycoordinate,whichcausesdelay¶95511(PingAncallcenternumber)casestudy:Endof1999-RequestforbiddingtoprovidetelecomservicesinnationalcallcenteratSuzhou,targeting20millionscustomers,selectedChinaTelecombecauseofitsnetworkcoverage,andreliabilityJuly2000-EarlypreparationcompletedsuccessfullyShanghai,Nanjing,Hangzhou,Qingdao,Jinan,Shenzhen,Guangzhou,FushanconnectedMarch2001-ApplyforconnectioninothercitiesnationallySeptember2001-MostofthecitieswerestillnotconnectedOctober2001-ComplainedtoChinaTelecomcorporateleaders,leaderssignedinstructions,35provincialcapitalsallconnected.PingAnhastoperformteststoverifyconnection,nowworkingonhundredsofthird-tiercities.Interviewee:Solectron旭电(ManufacturingsiteinSuzhou)Location:SuzhouTime:October2001¶Background:ElectronicsmanufacturingcompanywithheadquarterinUS,andsitesinSuzhou,Shanghai,Shenzhen,andBeijing,with100%oftelecomservicesuppliedbyChinaTelecom.MonthlytelecomexpenditureRMB320,000-330,000infixed-line,RMB30,000inmobile.DatanetworkservicesincludemainlyDDN(toShanghai,Shenzhen,aswellaswithinSuzhou)andFR(suppliedChinaTelecomandSingTel),andtoalessamount,ADSL.TelephoneservicesincludePBX,Centrex,plus50mobilehandsets.NovalueaddedservicessuchasCallerID,VoiceMailorVideoconferencing.Regardsleadtimeasafirstpriority,followedbyqualityandprice.BelievesthatChinaTelecomisstillinimprovementstage.¶ChinaTelecomproblemarea:Unacceptabledelaywithcrossprovince/crosscountryinstallationandupgrade,whereinstallationandupgradeinSuzhoutook1weekandcross-regioncoordinationtook3to6monthsNoregularstatusreport,thereforeclientwasnotinformedofanyworkinprogress¶Broadbandnetworkupgradeandmaintenancecasestudy:Feb.2001-Decidedtoupgradedatanetworkfrom256kbpsto1Mbps,SuzhouupgradecompletedinthesamemonthJuly2001-Shanghaistillfailedtoupgrade,thereforeconnectiontoUSwasaffected.Mr.LinXufromSuzhouvisitedMr.JiinShanghai.September2001-UpgradecompletedfinallyOctober2001-Networkfault,failedtoconnecttoShenzhen.Requiredmaintenance,butShenzhencouldn’tfindthepersonwiththekeytothemaintenanceroom,clientnetworkremaineddownforthewholenightNextday,October2001-Networkreconnected,clienthadtoconsiderabackuplinefromanotheroperatorInterviewee:ICBC中国工商银行Location:SuzhouTime:October2001¶Background:2900staffinSuzhou,with300pointsofsale,amongwhich100areinthecity.TelecomservicesincludeDDN,digitalcircuit,aswellasfixed-linetelephone,e.g.Centrex(300phones),withnoADSL,IP,EthernetorMobile.MonthlytelecomexpenditureRMB200,000-300,000.ComplainedaboutthequalityofvalueaddedservicessuchasCallerID,butnotusingvideoconferencing.Networkelementrentalincludesfiberwith2linesfrom...