ngoss8.0客户体验质量管理-managing quality of customer experience

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1、WhitePaper-ManagingQualityofCustomerExperienceManagingQualityofCustomerExperienceWhitePaperFocusAreaCatalystMWOrlando2008Release1.0TR152Version0.8May,2009TR152,Version0.8©TMForum2009Page52of52WhitePaper-ManagingQualityofCustomerExperienceNoticeNorecipientofthisdocumentshallinanywayi

2、nterpretthisdocumentasrepresentingapositionoragreementoftheTeleManagementForum(TMForum)oritsmembers.ThisdocumentisadraftworkingdocumentofTMForumandisprovidedsolelyforcommentsandevaluation.ItisnotaForumApprovedDocumentandissolelycirculatedforthepurposesofassistingTMForuminthepreparat

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4、membersoftheTMForumarenotpermittedtomakecopies(paperorelectronic)ofthisdraftdocumentotherthanfortheirinternaluseforthesolepurposeofmakingcommentsthereondirectlytoTMForum.·IfthisdocumentformspartofasupplyofinformationinsupportofanIndustryGroupLiaisonrelationship,thedocumentmayonlybeu

5、sedaspartoftheworkidentifiedintheLiaisonandmaynotbeusedorfurtherdistributedforanyotherpurposes Anyuseofthisdocumentbytherecipient,otherthanassetforthspecificallyherein,isatitsownrisk,andundernocircumstanceswillTMForumbeliablefordirectorindirectdamagesoranycostsorlossesresultingfromt

6、heuseofthisdocumentbytherecipient.ThisdocumentisgovernedbyallofthetermsandconditionsoftheAgreementonIntellectualPropertyRightsbetweenTMForumanditsmembers,andmayinvolveaclaimofpatentrightsbyoneormoreTMForummembersorbynon-membersofTMForum.DirectinquiriestotheTMForumoffice:240Headquart

7、ersPlaza,EastTower–10thFloor,Morristown,NJ 07960USATelNo. +19739445100FaxNo. +19739445110TMForumWebPage:www.tmforum.orgTR152,Version0.8©TMForum2009Page52of52WhitePaper-ManagingQualityofCustomerExperienceTableofContentsNotice2TableofContents3ListofFigures4ExecutiveSummary61Introducti

8、on72ManagingCustome