第0页共6页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第0页共6页第21章服务与维护................................................................................121.1介绍.......................................................................................................................................121.2客户服务..............................................................................................................................221.2.1目的..............................................................................................................................221.2.2角色与职责..................................................................................................................221.2.3启动准则......................................................................................................................221.2.4输入..............................................................................................................................221.2.5主要步骤......................................................................................................................2[Step1]客户服务准备........................................................................................2[Step2]接收客户的要求....................................................................................3[Step3]响应客户的要求....................................................................................3[Step4]后续工作.................................................................................................321.2.6输出..............................................................................................................................321.2.7结束准则......................................................................................................................321.2.8度量..............................................................................................................................321.3产品维护..............................................................................................................................421.3.1目的..............................................................................................................................421.3.2角色与职责..................................................................................................................421.3.3启动准则......................................................................................................................421.3.4输入..............................................................................................................................421.3.5主要步骤......................................................................................................................4[Step1]产品维护准备........................................................................................4[Step2]接收并判断维护要求............................................................................4[Step3]执行维护工作........................................................................................5[Step4]后续工作.................................................................................................521.3.6输出...............................................................................................................
