山东移动客户服务二中心山东移动客户服务二中心服务流程管理规范服务流程管理规范（（V3.1V3.1））山东移动客户服务二中心二○一一年八月目录前言······································································································3第1章概述··························································································31.1总体说明·························································································31.2原则和目标······················································································41.3概念定义·························································································51.3.1什么是流程·················································································51.3.2流程的分类及原则········································································51.3.3流程管理的定义···········································································7第2章服务流程的设计规范······································································72.1服务流程分类方法与标准····································································72.2服务流程接触点梳理规范····································································72.2.1服务流程接触点定义·····································································82.2.2接触点设计原则···········································································82.2.3接触点管理方法···········································································82.2.4接触点的查找方法·······································································11第3章服务流程的管理规范·····································································223.1服务流程的支撑管理········································································223.1.1组织设置···················································································223.1.2职责分工····················...
