第 1 页，共 422 页目录1、服务方案........................................................................................................31.1总体行业理解与拓展方案......................................................................31.1.1 ICT 项目理解....................................................................................31.1.2 ICT 业务状况及发展趋势................................................................31.1.3 ICT 项目需求分析与拓展方案........................................................91.1.4智慧银商企行业理解和拓展方案..........................................601.2xx 特殊优势资源...................................................................................641.2.1组织架构及汇报机制..............................................................641.2.2 xx 服务能力优势............................................................................651.2.3 xx 就运营商服务优势....................................................................691.3项目管理与质量保障措施....................................................................731.3.1质量保障措施.........................................................................731.3.2项目管理流程.........................................................................861.4总体服务响应能力.............................................................................1011.4.1 xx 行业支撑能力..........................................................................1011.4.2服务响应流程.......................................................................1041.4.3投诉流程...............................................................................1111.4.4应急服务流程.......................................................................1151.4.5服务态度和意识....................................................................1181.4.6能力和经验...........................................................................1191.4.7协调管理和配合................................................
