NI DUNG CHNG TRNH O TO NHN VIN MI KHI K THUT I 1090

TT NI DUNG O TO - Tng quan v VMS MobiFone 1 - C cu, chc nng, nhim v ca cc phng ban - Ni quy v tha c lao ng ang p dng ti cng ty VMS Nghip v: - Cc sn phm chnh ca MobiFone - So snh u nhc im cc sn phm ca MobiFone so vi cc nh khai thc khc 2 trn th trng hin ti. - Ch chnh sch p dng cho cc thu bao di ng tr trc, tr sau. - Nghip v thanh ton cc ph - Nghip v Chm sc khch hng - Quy trnh nghip v ISO i vi nhn vin. Dch v: - Cc dch v thuc MobiFone. - Cc dch v ngoi MobiFone. 3 - Thc hnh s dng dch v. My u cui: - Gii thiu khi qut v my u cui, cch s dng c bn my u cui - ng dng cho cc dch v 4 5 Tng quan v mng + trang web gii quyt khiu ni + cc chng trnh tra cu thng tin. Mi lin h x l Phn nh v Khiu ni ca KH gia ca hng v i T vn Khch hng 1090

Phn I GII THIU CHUNG CNG TY VMS MOBIFONE

.I
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TNG QUAN V CNG TY THNG TIN DI NG VMS Lch s pht trin ca Cng ty thng tin di ng - mobifone

Cng ty Thng tin di ng (Vietnam Mobile Telecom Services Company - VMS) l doanh nghip Nh nc hng mt trc thuc Tp n Bu chnh Vin thng Vit nam (VNPT). c thnh lp vo ngy 16 thng 04 nm 1993, VMS tr thnh doanh nghip u tin khai thc dch v thng tin di ng GSM 900/1800 vi thng hiu mobifone, nh du cho s khi u ca ngnh thng tin di ng Vit Nam. Lnh vc hot ng chnh ca mobifone l t chc thit k xy dng, pht trin mng li v trin khai cung cp dch v mi v thng tin di ng c cng ngh, k thut tin tin hin i v kinh doanh dch v thng tin di ng cng ngh GSM 900/1800 trn tn quc. Ngy 19 thng 05 nm 1995, Cng ty Thng tin di ng k Hp ng hp tc kinh doanh (BCC) c hiu lc trong vng 10 nm vi Tp n Kinnevik/Comvik (Thy in). y l mt trong nhng hp ng hp tc kinh doanh c hiu qu nht ti Vit Nam. Thng qua hp ng hp tc kinh doanh BCC, mobifone tranh th c cc ngun lc quan trng xy dng, vn hnh mng li v cung cp dch v thng tin di ng u tin ti Vit Nam, l: vn, cng ngh, kinh nghim qun l, kinh doanh, o to ngun nhn lc. n nay, sau 14 nm pht trin v trng thnh, mobifone tr thnh mng in thoi di ng ln nht Vit Nam vi hn 8.5 triu thu bao, hn 2.500 trm pht sng v 4.200 ca hng, i l cng h thng 15.000 im bn l trn tn quc (tnh n 31/3/2007). MobiFone hin ang cung cp trn 40 dch v gi tr gia tng v tin ch cc loi. mobifone khng ngng n lc xy dng c s h tng v tim lc vng chc, sn sng cho hi nhp v cnh tranh trn th trng thng tin di ng. i ng 3.000 cn b cng nhn vin ca mobifone lun sn sng p ng nhanh nht v hiu qu nht cc yu cu ca khch hng. Nhng n lc v cng hin ca MobiFone c th trng ghi nhn. mobifone vinh d c ngi tiu dng bnh chn l Mng in thoi di ng c a thch nht nm 2005 do bo Echip t chc v Thng hiu mnh Vit Nam 2005 do Thi bo Kinh t Vit Nam t chc.

BIU TNG TRNG THU BAO MOBIFONE T 1995 N NAY:

.2

Vn ha mobifone

n vi mobifone, khch hng v i tc s cm nhn c vn ha MobiFone. Nt vn ha ny c hnh thnh t cc nguyn tc c bn: - Dch v cht lng cao - Lch s v vui v - Lng nghe v hp tc - Nhanh chng v chnh xc - Tn ty v sng to .3

Tm cam kt ca mobifone vi khch hng

Mong mun khch hng lun thoi mi v hi lng khi s dng dch v MobiFone, mi thnh vin ca mobifone cam kt: Mi khi gp khch hng, chng ta s: 1. n tip mi khch hng vi li cho, c ch, n ci, nh mt thn thin. Nu c th, gi tn khch hng; 2. Lng nghe v phc v khch hng vi thi tn trng; 3. C gng tm hiu v d n nhu cu ca khch hng nhm p ng hn nhng mong i ca khch hng; 4. Cung cp thng tin ng v tt c cc dch v, sn phm ca MobiFone v tr li nhanh chng, chnh xc cc cu hi ca khch hng; 5. Khi khch hng c yu cu hoc gp kh khn v s dng dch v, chng ta phi c trch nhim trc khch hng v gii quyt hn chnh cc yu cu cho n khi khch hng hi lng; 6. Gi li ha v trung thc; 7. ch thn xin li khch hng khi khch hng khng hi lng vi dch v ca chng ta, cho d chng ta c li hay khng; 8. Cm n khch hng v khuyn khch khch hng ng gp kin v vic cung cp dch v mobifone./. .4

Bn nht ca mobifone
Cht lng mng li tt nht. Dch v a dng nht.

Chm sc khch hng tt nht. Khuyn mi hp dn nht.

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C CU T CHC C cu t chc cng ty

GIAM C CNG TY

CAC P.GIAM C CTY

AI DIN LANH AO V CHT LNG

P.KH BH & MARKETING

P.CHM SOC KHACH HANG

P.TIN HOC TINH CC

P.THANH TOAN CC PHI

P.KT H KHAI THAC

P.QL U T XY DNG

P.CNGH & PT MANG

P.K TOAN TK TC

P.T CHC HANH CHINH

P. XUT NHP KHU

TRUNG TM TTD KHU VC I

TRUNG TM TTD KHU VC II

TRUNG TM TTD KHU VC III

TRUNG TM TTD KHU VC IV

BAN QUAN LY D AN

XI NGHIP THIT K

Tr s chnh ca Vn phng Cng ty t ti S 216 ng Trn Duy Hng, Qun Cu Giy, Thnh ph H Ni. Hin ti, Cng ty thng tin di ng c 4 trung tm thng tin di ng ti 4 khu vc c trch nhim qun l, khai thc, kinh doanh mng thng tin di ng do khu vc mnh ph trch. - Trung tm Thng tin di ng khu vc I c tr s chnh ti s 811A ng Gii Phng, Qun Hng Mai, Thnh ph H Ni, chu trch nhim kinh doanh v khai thc mng thng tin di ng khu vc min Bc (cc tnh pha Bc n H Tnh).

- Trung tm Thng tin di ng khu vc II c tr s chnh ti MM18 ng Trng Sn, Phng 14, Qun 10, Thnh ph H Ch Minh, chu trch nhim kinh doanh v khai thc mng thng tin di ng khu vc min Nam (t tnh Ninh Thun n cc tnh min ng Nam B v TP H Ch Minh). - Trung tm Thng tin di ng khu vc III c tr s chnh ti s 263 ng Nguyn Vn Linh, Thnh ph Nng, chu trch nhim kinh doanh v khai thc mng thng tin di ng khu vc min Trung v Cao Nguyn (t tnh Qung Bnh n tnh Khnh H v tnh c Lc). - Trung tm Thng tin di ng khu vc IV c tr s chnh ti s 51F ng Nguyn Tri, Qun Ninh Kiu, Thnh ph Cn Th, chu trch nhim kinh doanh v khai thc mng thng tin di ng khu vc 10 tnh min Ty Nam B. - X nghip thit k thnh lp ngy 21 thng 1 nm 1997 c tr s ti H Ni vi nhim v t vn, kho st, thit k xy dng cc cng trnh thng tin di ng. .2

C cu t chc Trung tm Thng tin di ng KVI

Trung tm Thng tin di ng khu vc I (Trung tm I) chu trch nhim khai thc, qun l sn xut kinh doanh mng thng tin di ng khu vc min Bc gm cc tnh, thnh ph pha Bc n H Tnh. S C CU T CHC TRUNG TM THNG TIN DI NG KVI

GIM C TRUNG TM

Cc Ph Gim c

Phng TC-Hanh chinh

Phng K toan-TK-TC

Phng CSKH

Phng KH-BH & Mar

Phng TT Cc phi

Phng KT-KT

Phng KT cc DV GTGT

Phng TH-TC

Phng QLT-XD

i 1090

i Chuyn mch

i V tuyn

CN Qung Ninh

CN Hi Phng

CN Thanh Ho & Ninh Binh

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CHC NNG, NHIM VU CAC PHONG BAN TRUNG TM I Phng T chc Hnh chnh (TC-HC)
- Nghin cu, xy dng, xut b my t chc ca Trung tm - Nghin cu, xut v trin khai thc hin cng tc qun l cn b theo phn cp - iu chuyn cn b - B nhim, min nhim cn b. - Khen thng, k lut cn b

- Nghin cu, xut v trin khai thc hin cng tc lao ng tin lng theo phn cp - Phi hp trong cng tc t chc tuyn dng lao ng hoc t chc tuyn dng lao ng khi c Gim c Cng ty y quyn. - Qun l lao ng ca tn Trung tm - Qun l v phn b qu tin lng ca Trung tm theo ng quy ch tr lng hin hnh ca Cng ty. - xut k hp ng lao ng, xp lng, nng lng i vi CBCNV ca Cng ty. - Nghin cu, xut v trin khai thc hin cng tc chnh sch x hi - Cng tc bo him x hi, bo him y t - Cc ch chnh sch khc i vi ngi lao ng. - Nghin cu, xut v trin khai thc hin cng tc tng hp, o to, thi ua, khen thng. - Trin khai thc hin cng tc bo v an ninh quc phng, thanh tra, bo h lao ng. - Trin khai thc hin cng tc hnh chnh, qun tr, y t, thng tin ni b - Trin khai thc hin cng tc ng, Cng n .2

Phng Chm sc Khch hng (CSKH)

Chc nng: - Trc tip qun l lao ng, thit b, vt t, ti sn c giao, s dng ng mc ch, nhim v theo quy nh ca Trung tm, Cng ty v Nh nc. - Chm sc v duy tr khch hng. - Gii quyt khiu ni ca khch hng. - Qun l d liu khch hng. - Qun l s liu SIMCARD, kho s thu bao. Nhim v: - Trc tip qun l lao ng, thit b, vt t, ti sn c giao, s dng ng mc ch, nhim v theo quy nh ca Trung tm, Cng ty v Nh nc. - Qun l s liu khch hng phc v cng tc tnh cc, cng tc chm sc khch hng. - Qun l d liu SIMCARD, kho s thu bao, phn b kho s thu bao n cc n v lin quan. - Trin khai nghip v chm sc khch hng - xut v t chc thc hin cc chng trnh chm sc khch hng trn tn trung tm - Trin khai cc cng tc lin quan n RP. - Thc hin cc cng tc + u ni, kha m v thay i b sung thng tin thu bao theo quy nh, nhp s liu khch hng vo chng trnh qun l. + Qun l h s thu bao tr trc v tr sau + Gii quyt khiu ni ca khch hng - Nghin cu, xut v lp k hoch chng thu bao ri mng - Trin khai cng tc kim tra 8 cam kt phc v khch hng trong tn trung tm - Trin khai, qun tr, cp nht ni dung Website ca Phng. - Bo co nh k, t xut vi Lnh o Trung tm v mi hot ng v kt qu thc hin thuc chc nng, nhim v quyn hn v chu trch nhim v tnh xc thc ca bo co. - Chu trch nhim trc Lnh o Trung tm v php lut v mi kt qu hot ng ca n v mnh theo chc nng v nhim v c giao. .3

Phng K thut - Khai thc

Chc nng : - Ch o, iu hnh v kim tra mi hot ng mng li cng ty. - Cng tc pht trin mng li. - Nghin cu ng dng cng ngh mi v dch v mi v Thng tin di ng.

- Qun l cng tc Khoa hc - K thut sng kin hp l h sn xut. - Bo co thng xuyn, bt thng tt c cc hot ng, s v K thut mng li thuc khu vc qun l cho iu hnh Cng ty. Nhim v: - Qun l lao ng, vt t v tn b cc thit b thuc n v mnh qun l v s dng ng mc ch v nhim v theo quy nh ca nh nc, ca ngnh v ca cng ty. - Ch o v iu hnh vic vn hnh khai thc, bo dng mng li Thng tin di ng. - Qun l nghip v khai thc mng li Thng tin di ng - Cng tc pht trin mng li. - Cng tc nghin cu ng dng khoa hc k thut. - nh k hoc t xut bo co Lnh o Trung tm v iu hnh Cng ty v mi hot ng v kt qu thc hin thuc trch nhim, quyn hn ca Phng v chu trch nhim v tnh chnh xc, trung thc ca cc bo co . .4

Phng Tin hc Tnh cc

Chc nng: - Qun l, vn hnh, khai thc cc thit b, mng tin hc. - Cng tc tnh cc v i st. - Cc chng trnh, ng dng tin hc khc. Nhim v: - Trc tip qun l lao ng, thit b, vt t, ti sn c giao, s dng ng mc ch, nhim v theo quy nh ca Trung tm, Cng ty v Nh nc. - T chc qun l, vn hnh, khai thc, bo dng tn b mng tin hc v cc thit b tin hc ca Trung tm m bo an tn v an ninh mng. - Thc hin qun l v khai thc mng tin hc phc v qun l, sn xut kinh doanh theo qui trnh ISO QT 7.5-02. - Ch tr nghin cu, xy dng phng n v sa cha cc phn mm ng dng trn mng tin hc phc v cho cng tc sn xut kinh doanh ca tn Trung tm theo qui trnh 7.3-02-Qui nh v Pht trin, ng dng, nng cp cc chng trnh phn mm tin hc phc v cng tc qun l, SXKD ca cng ty Thng tin di ng. - Ch tr thc hin cng tc tnh cc mobifone ca Trung tm bao gm: + Qun l, bo dng, vn hnh, khai thc h thng tnh cc ca Trung tm. + Lu tr d liu cc theo quy nh Tng cng ty Bu chnh Vin thng trong quyt nh 2934/QVT vo ngy 01/8/2001, v vic Quy nh nghip v tnh cc, thu cc v qun l khch hng. + X l, phn tch, tnh tn cc ph ca khch hng ng, , chnh xc, kp thi v bn giao s liu tnh tn hng thng cho phng Thanh tn cc ph theo quy trnh ISO QT7.2-0 + Lp bo co sn lng v doanh thu cc theo ng quy nh ca Ngnh, Cng ty v Trung tm. + Phi hp vi Cng ty nh k kim tra phn mm h thng tnh cc theo quy trnh ISO, QT7.6-02. - Khai thc, vn hnh, bo dng cc h thng, chng trnh ng dng tin hc ang s dng ti Trung tm do Phng TH-TC qun l, ch yu gm: + Lnh vc tnh cc, in cc, thu cc cc dch v mng thng tin di ng. + Lnh vc u ni thu bao, qun l h s, qun l thng tin khch hng, chm sc khch hng + Thng k bo co s liu cc, i st sn lng, lu lng, doanh thu. + Bo co kt qu SXKD ca Trung tm. + Qun tr mng tin hc, Backup d liu, bo mt mng + Cc h thng dch v gi tr gia tng khc...

- Ch tr bn giao s liu cc cng n, cc pht sinh cho phng TTCP v P.KTTKTC theo qui trnh ISO QT 7.2-02 - Trc tip i st s liu cc vi cc n v trong v ngi Trung tm phc v n chia. - Trin khai, qun tr, cp nht ni dung Website ca Trung tm. - Bo co nh k, t xut vi Lnh o Trung tm v mi hot ng v kt qu thc hin thuc chc nng, nhim v quyn hn v chu trch nhim v tnh xc thc ca bo co. - Chu trch nhim trc Lnh o Trung tm v php lut v mi kt qu hot ng ca n v mnh theo chc nng v nhim v c giao. .5

Phng Thanh tn cc ph

- Trc tip qun l lao ng, thit b, vt t ti sn c giao. S dng ng mc ch nhim v theo qui nh ca Trung tm, Cng ty v nh nc. - Kim tra i st s liu cc hng thng vi P.THTC, P. KTTKTC theo qui nh. Phi hp vi P. TH-TC qun l v gim st h thng TTCP ti trung tm. - Thc hin in, pht hnh thng bo cc ng, , chnh xc kp thi n tay khch hng. - Ch tr trin khai thc hin vic thu np cc m bo thu ng, thu , thu chnh xc, kp thi theo qui nh ca Trung tm, Cng ty v Nh nc. - Tp hp v t vn php l cho tn Trung tm. - Xc minh, hn thin h s khi kin thanh l v xa n theo qui nh. - Kim tra i st s liu tr n vi cc n v thu cc. Thc hin vic tr n s liu cc thu c, cc iu chnh cho khch hng khi c Lnh o ph duyt. - Phn tch cc s liu v tnh hnh thanh tn cc v s liu cc n ng ca khch hng ra bin php thu cc v t chc trin khai t hiu qu tt theo cc ch tiu thu n ca Cng ty v Trung tm. - Qun l s liu thanh tn cc ph tn Trung tm, phi hp vi Phng KHBH&Mar n c, thu n v hng dn nghip v thanh tn cc ph ti cc Tnh. - Qun l cp pht v bo co s dng ha n VAT cho khch hng s dng dch v MobiFone theo qui nh. - Thc hin nhn tin, chn ct, hn ct thng tin 1 chiu, 2 chiu khch hng n cc theo qui nh. Theo di qun l thu bao cc cao, cc nng, thu bao cng v, nghip v. M li thng tin cho khch hng sau khi thanh tn cc. - Nghin cu cc qui nh, ch chnh sch mi ca Nh nc, ca Nghnh, Cng ty v Trung tm v cng tc thu cc thc hin ng thi hng dn cc n v lin quan thc hin. - Thc hin cc chnh sch v chng trnh chm sc khch hng do Trung tm v Cng ty qui nh. - Xy dng, qun tr v cp nht thng tin trn trang Web Thanh tn cc ph. - Bo co nh k, t xut vi Gim c Trung tm v mi hot ng v kt qu thc hin thuc chc nng, nhim v, quyn hn v chu trch nhim v tnh xc thc ca bo co . - Chu trch nhim trc Gim c Trung tm v php lut v mi kt qu hot ng ca n v mnh theo chc nng v nhim v c giao. .6

Phng K tn Thng k Ti chnh

- T chc trin khai thc hin v qun l cng tc k tn, thng k ti chnh: + T chc cng tc k tn, thng k ti chnh ph hp vi nhim v sn xut kinh doanh ca Trung tm v tun th ng Php lnh K tn, thng k v quy ch ti chnh ca Ngnh, Cng ty. + Hng dn t chc thc hin v kim tra cc n v thuc Trung tm trong cng tc k tn, thng k, ti chnh. + Xy dng k hoch ti chnh ca Trung tm, t chc theo di thc hin k hoch ti chnh c ph duyt. - Trin khai cng tc hch tn k tn:

+ T chc ghi chp, hch tn phn nh chnh xc trung thc y tn b vt t hng ha, ti sn, tin vn v cc khon cng n phi thu, phi tr v cc nghip v kinh t pht sinh trong qu trnh sn xut kinh doanh ca Trung tm + Xy dng cc quy nh chi ph cho cc n v trc thuc trung tm theo ng quy nh ca Cng ty, Ngnh v Nh nc. + Tnh tn v trch np y , kp thi cc khon phi np Ngn sch Nh nc, phi np Cng ty. - Cng tc qun l cc d n u t + Thanh tn cc d n theo phn cp + Ch tr hng dn kim tra n c cc n v thuc Trung tm thc hin Cng tc quyt tn vn u t theo ng quy nh + T chc thm tra bo co quyt tn vn u t, kt qu thm nh ca Phng Qun l u t xy dng theo ng cc quy nh ca ngnh. - Trch lp v qun l cc qu ca Trung tm theo ng quy nh ca Cng ty - Qun l tn b vt t ti sn phc v sn xut kinh doanh ca Trung tm. .7

Phng K hoch Bn hng v Marketing

Chc nng: - Phng KH- BH & Marketing l n v trc thuc Trung tm Thng tin di ng KVI. Tham mu, gip Gim c Trung tm ch o v thc hin cc mt cng tc sau: Cng tc k hoch, Cng tc bn hng v phi hp cng tc sau bn hng, Cng tc Marketing. Nhim v: - Trc tip qun l lao ng, thit b, vt t, ti sn c giao, s dng ng mc ch, nhim v theo qui nh ca Trung tm, Cng ty v Nh nc. - Xy dng, theo di thc hin v xut cc bin php i vi k hoch SXKD ca Trung tm. C th: + Xy dng k hoch SXKD hng nm ca Trung tm trnh Cng ty. + Xy dng k hoch SXKD hng thng, qu ti Trung tm. + Lp k hoch vt t hng h phc v SXKD ca Trung tm + Theo di tnh hnh thc hin k hoch SXKD ca Trung tm v tng hp kt qu thc hin hng thng, qu ca cc n v trong Trung tm bo co, xut phng n, bin php nhm y mnh cng tc thc hin k hoch SXKD vi lnh o Trung tm + Theo di k hoch chi ph cho cc n v thuc Trung tm. - Nghin cu m rng mng li phn phi ca tn Trung tm. C th: + Kho st, la chn v tr pht trin cc loi hnh thc Ca hng cng nh thay i v tr cc Ca hng ph hp vi tnh hnh thc t. + Kho st, la chn cc i tc k hp ng i l nhm m rng mng li cung cp dch v ti khch hng. + Kho st v t chc pht trin m rng mng li bn hng trc tip. - Qun l mng li phn phi ca tn Trung tm. C th: + Hng dn, o to nghip v cho cc nhn vin bn hng (bao gm nhn vin ti Ca hng, BHTT v i l). + Tin hnh sa cha, ci to v trang b cho cc Ca hng theo quy nh. + T chc trin khai v kim tra cc Ca hng, BHTT v i l trong vic thc hin cc chnh sch bn hng v cung cp dch v theo ng qui nh ca Trung tm v Cng ty. + T chc thc hin cng tc pht trin thu bao, chm sc khch hng, thu cc ti Ca hng v BHTT. + Phi hp t chc gim st mng li v dch v thng tin di ng GSM theo quy nh. - T chc, qun l hot ng Marketing v khuych trng sn phm, dch v ti khu vc pha Bc, bao gm: + Nghin cu th trng v cc i th cnh tranh.

+ Theo di, thu thp v phn tch cc thng tin xut thc hin cc chng trnh qung co, khuyn mi. + Thc hin in cc n phm phc v cng tc bn hng cng nh gii thiu sn phm v dch v ca Cng ty. + Trin khai thc hin k hoch Qung co v khuyn mi ca Cng ty theo quy nh. - Thc hin bo co v i st cc s liu SXKD lin quan theo chc nng, nhim v ca Phng v quy nh ca Trung tm. - Xy dng, qun tr v cp nht thng tin trn trang Web K hoch- Bn hng & Marketing. - Chu trch nhim trc Gim c Trung tm v php lut v mi kt qu hot ng ca n v mnh theo chc nng v nhim v c giao. - Bo co nh k, t xut vi Gim c Trung tm v mi hot ng v kt qu thc hin thuc chc nng nhim v, quyn hn c giao v chu trch nhim v tnh xc thc ca bo co. .8

Phng Qun l u t Xy dng

Ch tr trin khai thc hin cng tc u t xy dng c s h tng, pht trin mng thng tin di ng ti Trung tm. + iu tra kho st lp d n u t + Kho st, thit k, lp d tn, lp h s thu, nghim thu d n, lp quyt tn. - Thm nh trnh duyt cc d n theo phn cp - Thc hin cng tc gim st nh gi u t ti Trung tm - Phi hp vi cc n v lin quan trong vic lp k hoch u t ti trung tm. - Bo co nh k hoc t xut tnh hnh thc hin Cng tc u t ca Trung tm. .9

Phng Khai thac cac Dich vu gia tri gia tng

Chc nng: - Qun l, vn hnh, khai thc cc h thng dch v Mobicards; WAP; chuyn vng quc t v chuyn vng Quc gia. - L u mi tip nhn v x l mi vn lin quan ti vic vn hnh, khai thc h thng Mobicard, WAP, chuyn vng quc t , chuyn vng Quc gia k c cc thit b v chng trnh h tr cho h thng. - Phi hp vi cc phng ba Cng ty v cc Trung tm khu vc I, II, III trin khai cc hot ng, dch v c lin quan ti h thng Mobicard, WAP, chuyn vng quc t v chuyn vng Quc gia. - Nghin cu xut cho Gim c Trung tm v Gim c Trung tm bo co Gim c Cng ty cc phng n nhm khai thc hiu qu cc h thng dch v trn. Nhim v: - Qun l, vn hnh, khai thc h thng Mobicard - Qun l, vn hnh, khai thc H thng WAP - Qun l v khai thc h thng chuyn vng quc t. - Qun l v khai thc h thng tnh cc chuyn vng quc gia - Cng tc bo mt .10

i Chuyn mch

- Trc tip qun l lao ng, thit b, vt t, ti sn c giao, s dng ng mc ch theo qui nh ca Nh nc, Cng ty v Trung tm. - T chc vn hnh, khai thc, o th, bo dng tn b c s h tng v thit b thng tin phn chuyn mch thuc mng GSM khu vc I tnh t giao din A (GSM) v Gb (GPRS), gm cc MSC/VLR, HLR, thit b mng li GPRS, SMSC, MMSC, truyn dn trung k lin i, v

trang thit b ph tr ( ngun, iu ha, in t bo v) m bo thng tin lin lac thng sut theo cc tiu chun k thut ca nghnh. - Chu trch nhim qun l cc nh trm MSC, cc thit b ti sn trn phn mng chuyn mch v thc hin cc ngha v lin quan. - nh k kim tra o th v thc hin vic sa cha, x l, ng cu thng tin trn mng, m bo cc tiu ch cht lng theo qui nh ca nghnh, cng ty ban hnh. - Thc hin vic bo co nh k, t xut v mi mt c giao qun l cho cc cp qun l v iu hnh thng tin theo ng qui nh v vn hnh, khai thc mng thng tin di ng GSM _ VMS m Cng ty ban hnh. - Ch tr v (hoc) phi hp vi cc n v lin quan thc hin vic gim st k thut, o th, nhn nghim thu bn giao cc d n nng cp v m rng mng li GSM phn chuyn mch. - T chc trin khai, pht trin, m rng v qun l khai thc cc dch v mi ca mng thng tin di ng theo s phn cng. - Thng xuyn gim st cc thng s thng k lu lng, cht lng, cn c vo kh nng thit b mng li xut iu chuyn cc thit b cho ph hp. T cc trin khai vic iu chuyn khi c Gim c ph duyt. - Xy dng, qun tr v cp nht thng tin trn trang WEB i chuyn mch. - Bo co nh k, t xut vi Gim c Trung tm v mi hot ng v kt qu thc hin thuc chc nng nhim v, quyn hn v chu trch nhim v tnh xc thc ca bo co. - Chu trch nhim trc Gim c Trung tm v php lut v mi kt qu hot ng ca n v mnh theo chc nng nhim v c giao. .11

i V tuyn

Chc nng: - Qun l, vn hnh, khai thc, bo dng mng li thng tin di ng GSM ca Trung tm Thng tin di ng KVI tnh t giao din A Interface n giao din Um (Air Interface). - T chc trin khai thng tin phc v phng chng bo lt, thin tai v cc yu cu t xut khc ca cp trn. Nhim v - Trc tip qun l lao ng, thit b, vt t, ti sn c giao, s dng ng mc ch theo quy nh ca Nh nc, Cng ty v Trung tm. - T chc vn hnh, khai thc, o th, bo dng tn b c s h tng v thit b thng tin thuc mng GSM khu vc I tnh t giao din A Interface, gm cc BSC, OMCR, TC, MFS, BTS, truyn dn v cc trang thit b ph tr (ngun, iu h, in t bo v,...) m bo thng tin lin lc thng sut theo cc tiu chun k thut ca ngnh. Chu trch nhim qun l cc nh trm, cc thit b ti sn trn mng li tnh t giao din A Interface v thc hin cc ngha v lin quan. - nh k kim tra, o th v thc hin vic sa cha, x l, ng cu thng tin trn mng, m bo cc ch tiu cht lng theo quy nh ca ngnh, cng ty ban hnh. - Thc hin vic bo co nh k, t xut v mi mt c giao qun l cho cc cp qun l v iu hnh thng tin theo ng Quy nh v vn hnh, khai thc mng thng tin di ng GSM-VMS m Cng ty ban hnh. - Ch tr v(hoc) phi hp vi cc n v lin quan thc hin vic gim st k thut, o th, nhn nghim thu bn giao cc d n nng cp v m rng mng li GSM thuc phn BSS tnh t giao din A Interface. - T chc trin khai, pht trin, m rng v qun l khai thc cc dch v mi ca mng thng tin di ng theo s phn cng. - Thng xuyn gim st cc thng s thng k lu lng, cht lng, cn c vo kh nng thit b mng li xut iu chuyn cc thit b cho ph hp. T chc trin khai vic iu chuyn khi c Gim c ph duyt. - Xy dng, qun tr v cp nht thng tin trn trang Web i V tuyn.

- Bo co nh k, t xut vi Gim c Trung tm v mi hot ng v kt qu thc hin thuc chc nng nhim v, quyn hn v chu trch nhim v tnh xc thc ca bo co. - Chu trch nhim trc Gim c Trung tm v php lut v mi kt qu hot ng ca n v mnh theo chc nng v nhim v c giao.

.12

i 1090

Chc nng: - Cung cp thng tin, gii p thc mc v t vn cho khch hng cc vn lin quan n dch v thng tin di ng mobifone qua in thoi, Email v cc knh thng tin khc. - H tr, hng dn khch hng s dng dch v ca Cng ty v Trung tm. - Tip nhn v phi hp vi cc n v lin quan x l cc phn nh ca khch hng. Nhim v - Trc tip qun l lao ng, thit b, vt t, ti sn c giao, s dng ng mc ch theo quy nh ca Nh nc, ca Cng ty v Trung tm. - T chc lc lng in thoi vin trc ca 24/24 m bo tip nhn v gii p, t vn cho khch hng s dng cc dch v ca mobifone qua in thoi, Email v cc knh thng tin khc nhanh chng, chnh xc, hiu qu v lch s. - H tr, t vn khch hng ci t v s dng dch v trn cc my in thoi di ng. Thc hin kha, m lin lc ngi gi hnh chnh. - H tr cc ca hng ca i l thng tin v chnh sch i l ca Cng ty. - Ch tr (hoc) phi hp vi cc n v lin quan thc hin cng tc x l cc phn nh ca khch hng. - T chc v phi hp vi cc n v lin quan thc hin cng tc gi ra nhm phc v cng tc chm sc, duy tr khch hng, bn hng, tip th. - Tp hp, phn tch phn nh ca khch hng, kp thi bo co Lnh o Trung tm v cc n vi lin quan x l, nng cao cht lng dch v, hnh nh v thng hiu mobifone. - Xy dng, qun tr v cp nht thng tin trn trang Web ca i - Qun l, gim st cht lng ca cc i tc cung cp dch v chm sc khch hng qua in thoi. - Qun l, khai thc h thng h tr tr li (ACD/IVR), h thng gim st. Thc hin v phi hp cc n v lin quan cp nht, x l cc s c lin quan n cc h thng trn. - Bo co nh k, t xut vi Gim c Trung tm v mi hot ng v kt qu thc hin thuc chc nng, nhim v, quyn hn v chu trch nhim v tnh xc thc ca bo co. - Chu trch nhim trc Gim c Trung tm v php lut v mi kt qu hot ng ca n v mnh theo chc nng nhim v c giao.

S T CHC AI 1090

TRNG AI ng Pham Toan Thng

T Giam sat T trng. Nguyn Thi Thanh Huyn T X ly PA Phong ban T trng. Quanh Hng Vn Nhom Ky thut Trng nhom. Ha Anh Tun

T X ly IN T trng. L Thi Tuyt Nga Nhom ao tao Trng Nhom. L Thi Hoai Phng Nhom X ly Mail Trng nhom. Nguyn Thi My Ha

CAC CHUYN VIN

.IV
.1

NI QUY VA THOA C LAO NG TAI VMS_mobifone Thoa c lao ng tp th

Hin nay ti cng ty thng tin di ng VMS ang p dng tha c lao ng tp th c k gia ch s dng lao ng(Gim c cng ty) vi ch tch cng n ( i din cho ngi lao ng). Tha c lao ng tp th gm 9 chng 31 iu: Chng 1: Tha c chung (Gm 4 iu) Chng 2: Thi gi lm vic v ngh ngi (Gm 8iu) Chng 3: Tin lng, ph cp, tin thng (Gm 1 iu) Chng 4: Tin lng, ph cp, tin thng (Gm 6 iu) Chng 5: nh mc lao ng (Gm 3 iu) Chng 6: An tn v sinh lao ng (Gm 2 iu) Chng 7: Bo him x hi (Gm 4 iu) Chng 8: Chnh sch x hi Chng 9: iu khon thi hnh .2 .2.1.

Ni quy lao ng ang ap dung tai VMS

Quy inh v thi gian lam vic va nghi ngi a. Thi gi lam vic

iu 1: Thi gi lm vic hng ngy:

Thi gi lm vic ca vin chc qun l, chuyn mn nghip v, tha hnh phc v, cc chc danh sn xut kinh doanh trong iu kin bnh thng c thc hin theo thng t s 23/1999TT-BLTBXH ngy 4/10/1999 ca B Lao ng thng binh x hi hng dn thc hin gim gi lm vic trong tun i vi cc DNNN, quyt nh s: 270/Q-HQT ngy 6/10/1999 ca Hi ng qun tr Tng cng ty v quyt nh s: 2919/Q-TCCB ngy 8/10/1999 ca Tng gim c Tng cng ty BC-VTVN v vic thc hin gim gi lm vic trong tun l 8 gi trong mt ngy, 40 gi trong mt tun, chia thnh hai khi: 1.1. Khi lm vic theo gi hnh chnh: - Bui sng t 07 gi 30 pht n 12 gi. - Bui chiu t 13 gi 00 n 16 gi 30 pht. Ngi lm vic theo gi hnh chnh khi c yu cu lm vic theo ca sn xut, th phi chp hnh gi lm vic theo ca sn xut. 1.2. Khi lm vic theo ca: 1.2.1. Ngi lao ng tham gia trc tip trong dy truyn san xut vn hnh, khai thc, bao dng, x l s c ti cc trm thng tin, bo hnh sa cha, tr li khch hng (1090), giao dch khch hng, k ca cc chc danh iu hnh thng tin, ng cu thng tin u phai lm vic theo ca san xut. 1.2.2. Gim c Cng ty Thng tin di ng quy nh ch nhiu ca theo nguyn tc gi nhiu vic nhiu ngi, gi t vic t ngi. Tu theo c im ca tng n v, b phn san xut quy nh s ca v ch ao ca c th. 1.2.3. Gi m ca hng ngy ca cc quy giao dch khch hng quy nh nh sau: - M ca lc: 7 gi 30 pht. 7 gi 30 pht. - ng ca lc: 17 gi 30 pht Tu theo thc t hot ng ca cc ca hng, do Gim c cc Trung tm quyt nh. 1.2.4. Nhng b phn c nhim v bo m thng tin lin lc, bo v c quan, tr li khch hng (1090) lm vic 24/24 gi/ngy. 1.2.5. Nhng ni v ban m c khi lng cng vic t (hoc khng c) th p dng ch thng trc. Ngi lao ng nhng ni ny c nhim v lun phin thng trc v c hng th lao theo quy nh ca Nh nc va ca Tng cng ty Bu chnh - Vin thng Vit Nam. 1.2.6. Thi gian bt u v kt thc ca lm vic: Thc hin theo iu 70 B lut Lao ng c quy nh c th nh sau: - T Tha Thin Hu tr ra pha Bc c tnh: + Cc ca ngy t 06 gi n 22 gi. + Cc ca m t 22 gi m hm trc n 06 gi sng hm sau. - T Nng tr vo pha Nam c tnh: + Cc ca ngy t 05 gi n 21 gi. + Cc ca m t 21 gi m hm trc n 05 gi sng hm sau. 1.3. Mi ca lm vic khng qu 8 gi hoc khng qu 40 gi/tun, trong c 30 pht giao nhn ca v v sinh cng nghip; tu theo tng trng hp di y c dnh 30 pht hoc 45 pht ngh gia ca. iu 2: Cc chc danh lm vic trong mi trng c bit nng nhc, c hi, nguy him thi gian lm vic c thc hin theo thng t s: 16/L-TBXH-TT ngy 23/4/1997 ca B Lao ng Thng binh v Xa hi v vic hng dn thi gi lm vic hng ngy c rt ngn vi nhng ngi lm cc cng vic nng nhc, c hi, nguy him v cc quyt nh s 1453/L-TBXHQ ngy 13/10/1995, s 915/L-TBXH-Q ngy 30/07/1996 v s 1629/L-TBXH-Q ngy 26/12/1996 ca B Lao ng Thng bnh v Xa hi v theo Thoa c lao ng tp th nm 2002 ca Tng cng ty Bu chnh - Vin thng Vit Nam.

iu 3: Ngi lao ng lm cc cng vic c tnh cht c th v thi gian nh: Th kho, bao v, li xe con, li xe phc v vic ng cu thng tin... tu theo tng loi cng vic khng nht thit quy nh mi ngy lm vic 8 gi nhng tnh bnh qun khng qu 8 gi/ngy. iu 4: Nhng ngi lao ng chun b ngh hu theo ch , th trong nm cui cng - trc khi ngh c p dng ch lm vic khng trn ngy, khng trn tun v vn c hng y tin thu nhp lng. iu 5: Thi gian lm thm: 5.1. Cc n v c t chc lm thm gi trong trng hp t xut, khi lng cng vic tng nhanh ngi k hoch, sau khi a thoa thun vi ngi lao ng v c Gim c chp thun. 5.2. Thi gian lm thm gi khng vt qua 50% s gi lm vic theo quy nh trong mi ngy, tng ng vi tng loi cng vic. Trong trng hp quy nh thi gian lm vic theo tun th tng cng gi lm vic bnh thng v gi lm thm trong 1 ngy bnh qun khng vt qu 12 gi/ngi. Tng thi gian lm thm gi trong 1 nm khng vt qu s gi B Lut Lao ng quy nh. 5.3. Trng hp phai i ph khc phc hu qua nghim trng do thin tai, ch ho... sau khi a thoa thun vi ngi lao ng, Trng cc n v c t chc lm thm qu s gi quy nh trn, nhng phai c s thoa thun ca ngi lao ng v xin kin Gim c Cng ty. iu 6: Thi gian hc tp chuyn mn nghip v: Cc n v c s dng gi lm vic t chc hc tp nng cao trnh ca ngi lao ng c th nh sau: 6.1. T 01 gi n 04 gi/tun khi c Gim c Cng ty c ch trng cho p dng k thut cng ngh, dch v mi vo dy truyn san xut. 6.2. T 16 gi n 30 gi/nm cho cc chc danh cng nhn, b tc nghip v thi nng bc v hun luyn bao h lao ng. Cc chc danh khc khi c yu cu hc tp thm ngi quy nh trn, phai do Gim c Cng ty xt v quyt nh. iu 7: Thi gian hi hp: 7.1. Hi thao: Cc cuc hi thao c ni dung thit thc phc v san xut kinh doanh, cc n v phai c k hoch c th trnh Th trng n v xt duyt. Nu c php t chc, cc cuc hi thao c xem nh cc bui lm vic. Mi ngi c mi d phai c mt ng , ng thi gian a im quy nh v tham gia c tinh thn trch nhim. 7.2. Giao ban tc nghip: a) Giao ban gia Gim c Cng ty v n v trc thuc vi trng phng ban chc nng ca Cng ty v n v trc thuc: 03 gi/tun. b) Giao ban ti cc n v: 02 gi/tun c) Hp t san xut: 01 gi/tun. 7.3. Hp s kt, tng kt: a) Vn phng Cng ty v cc n v trc thuc: 04 gi/06 thng b) T i san xut: 04 gi/06 thng. c) Mi nm Cng ty c s dng 08 gi tng kt cng tc nm v trin khai k hoch mi. d) Cc n v trc thuc v cc t san xut, hng nm c php s dng 08 gi vo vic tng kt nm. e) Cc trng hp hi hp khc u phai c Gim c Cng ty chp thun khi c yu cu.

iu 8: Thi gian hot ng cng tc ang, n th ca ngi lm cng tc ang, n th khng chuyn trch c quy nh nh sau: 8.1. Ti Cng ty: a) Cng tc ang - Cng n: 20 gi/thng b) Cng tc n Thanh nin: 08 gi/thng 20 gi/thng 08 gi/thng

8.2. Ti cc n v trc thuc: ngi lm cng tc ang - n th khng chuyn trch c s dng 50% s thi gian quy nh ti khoan 8.1 ca iu ny. iu 9: Thi gian lm ngha v cng dn theo quy nh ca php lut c Gim c Cng ty chp thun khi c yu cu. b. Thi gian nghi ngi iu 10: Ngh gia ca 10.1. Ngi lao ng lm vic lin tc 08 gi lin trong iu kin bnh thng, hoc 07 gi, 06 gi trong iu kin nng nhc, c hi c ngh gia ca, tnh vo gi lm vic nh sau: a) Ngh 45 pht i vi ca m b) Ngh 30 pht i vi ca ngy 10.2. i vi nhng ngi lm vic ti cc dy truyn san xut hot ng ca 24 gi trong ngy, phi b tr lun phin ngh gia ca, khng c dy truyn san xut ngt on, ch tc thng tin. iu 11: Ngh hng tun: Mi tun ngi lao ng c ngh 02 ngy (48 gi lin tc), quy nh nh sau: 11.1. i vi khi lm vic theo gi hnh chnh ngh 2 ngy i vi khi lm vic theo gi hnh chnh ngh 2 ngy: th bay v ch nht. 11.2. i vi khi lm vic theo ca: 11.2.1. Ngi lao ng c b tr ngh lun phin 11.2.2. Trng hp c bit do chu k lao ng khng th ngh hng tun, th c b tr ngh 08 ngy trong 1 thng. 11.2.3. Trc khi chuyn sang ca khc, c ngh trc t nht 12 gi. iu 12: Thi gian ngh ngi c th ca lao ng n thc hin theo quy nh ti cc iu 114, 115 v 117 ca Lut sa i, b sung mt s iu ca B Lut Lao ng. iu 13: Ngh hng nm: 13.1. Ngi lao ng c hng ch ngh php hng nm theo quy nh ti cc iu 73, 74, 75, 76 v 77 ca Lut sa i, b sung mt s iu ca B Lut Lao ng. Do yu cu nhim v, ngi lao ng phi lm thm trong nhng ngy ngh hng tun, l, tt th c hng ch theo iu 8 Ngh nh 197/CP. 13.2 Gim c cc n v trc thuc Cng ty, Trng, ph cc phng, ban chc nng Cng ty khi c nhu cu ngh php hng nm phi c n gi Gim c Cng ty duyt. 13.3. Cn b cng nhn vin khi chc nng qun l c nhu cu ngh php th Trng phng, Ban chc nng sp xp v ngh, phn cp do Trng phng T chc - Hnh chnh duyt. 13.4. Trng, ph cc phng ban n v trc thuc khi c nhu cu ngh php nm phi c n gi Gim c Trung tm duyt. 13.5. Cn b cng nhn vin chc cc n v trc thuc c nhu cu ngh php th Trng cc b phn sp xp v ngh Th trng n v duyt. 13.6. Nu ngi lao ng khng c nhu cu ngh php nm hoc khng c nhu cu ngh ht s ngy theo tiu chun c hng th khng c tra lng cho nhng ngy khng ngh

(tr trng hp quy nh ti Khoan 3 iu 76 ca Lut sa i, b sung mt s iu ca B Lut lao ng) 13.7. Ch ngh php hng nm thc hin theo nguyn tc: php nm no giai quyt dt im trong nm (tr trng hp quy nh ti Khoan 2 iu 76 ca Lut sa i, b sung mt s iu ca B Lut Lao ng). Trng hp c bit phai c Gim c Cng ty ng . iu 14: Ngh khng lng: Ngi lao ng khi c nhu cu ngh khng lng giai quyt vic ring, nht thit phai c n xin php v phn cp xt duyt nh sau: 14.1. Gim c cc Trung tm Thng tin khu vc, X nghip Thit k ngh qu 03 ngy phai xin kin ca Gim c Cng ty. Vic ngh ca cc cp ph v CBCNV do gim c n v giai quyt. 14.2. Trng phng T chc - Hnh chnh Cng ty c phn cp xt duyt cho cn b cng nhn vin chc cc phng, ban chc nng ca Cng ty ngh nhiu nht khng qu 03 ngy, trn 03 ngy phai c php ca Gim c Cng ty. iu 15: Ngh ch Bao him xa hi: Cc trng hp lao ng ngh vic hng ch Bao him xa hi c thc hin theo quy nh ca iu l Bao him xa hi. iu 16: i vi ngi lao ng c giao kt hp ng lao ng thi hn t 01 n 02 nm, nu ngh vic c l do lin tc t 60 ngy tr ln, th Cng ty s chm dt hp ng lao ng, v tra y ch chnh sch c hng (theo quy nh) trong thi gian a lm vic (tu theo tng trng hp c th xem xt). .2.2. Quy inh v trt t trong c quan iu 17: Chp hnh mnh lnh san xut kinh doanh: 17.1. Ngi lao ng c trch nhim hn thnh khi lng cng vic theo nh mc c giao. 17.2. Mi dch v thng tin di ng u phai c th l quy trnh khai thc, nu cha c Tng cng ty Bu chnh - Vin thng Vit Nam ban hnh chnh thc, th Cng ty xy dng v ban hnh tm thi thc hin. 17.3. Mi lnh vc quan l u phai c quy ch lm vic. 17.4. Mi loi my mc, thit b u phai c quy phm s dng, vn hnh, bao dng, sa cha. 17.5. Ngi lao ng phai nghim chnh chp hnh quy trnh cng ngh, th l, th tc hoc quy ch lm vic a c quy nh. ng thi chp hnh s phn cng lao ng ca cp trn trc tip quan l. Nghim cm t thay i quy trnh cng ngh, quy ch lm vic v s sp xp a nh. iu 18: Gi gn trt t ni lm vic: 18.1. Phai c thi vn minh, lch s i vi khch hng v ng nghip. 18.2 Khng a nghch, gy g, ln ting lm mt trt t ni lm vic hoc xc phm danh d ca ngi khc. 18.3 Khi n lm vic phai eo th, bang tn, mc trang phc trang b theo quy nh. 18.4 Ni lm vic phai trt t, v sinh, gn gng, ngn np. 18.5 Khng n, ung ru bia trong gi lm vic. Nhng trng hp ngoi l phai c s ng ca cp trn. Khng c n ni lm vic khi a say ru bia. 18.6 Khng t b v tr san xut, cng tc i ni khc khi khng c lnh ca ngi quan l trc tip. 18.7 Khng ni chuyn ring, lm vic ring, khng c ng trong gi lm vic. 18.8 Khng c n v tr lm vic ca n v khc, khi khng c nhu cu cng tc v lc phng lm vic ca n v bn khng c ngi.

.2.3.

An tn lao ng - v sinh lao ng

iu 19: Tt ca mi a im san xut u phai am bao an tn lao ng, v sinh lao ng. 19.1 Mi loi my mc, thit b, vt t v ni lm vic u phai c quy trnh an tn lao ng, v sinh lao ng ph hp v ng quy nh ca Nh nc. 19.2 Mi ngi u ph Mi ngi u phai tun th cc ni quy, bin php an tn lao ng, v sinh lao ng c lin quan n cng vic, nhim v ca mnh. 19.3 Khi giao vic cho ngi lao ng, cc n v phai c ngi hng dn v an tn v v sinh lao ng. iu 20: Hng nm cc n v phai t chc hun luyn an tn lao ng, v sinh lao ng cho ngi lao ng. Kt thc kh hun luyn phai kim tra l thuyt, thc hnh, c nh gi kt qua mt cch nghim tc. iu 21: Hng nm, mi ngi lao ng u c khm, kim tra sc kho nh k theo quy nh: 21.1 Nhng ngi lm vic trn ct cao thng tin, lm vic nng nhc, c hi (Theo Q s 1453/LTBXH ngy 13/10/1995 , s 915/L-TBXH-Q ngy 37/7/1996 v s 1629/LTBXH-Q ngy 26/12/1996 ca B lao ng Thng binh & X hi) : 06 thng mt ln khm sc kho. 21.2 Cn li nhng ngi khc: mt nm mt ln khm sc kho. iu 22: Gim c Cng ty v cc Trung tm c trch nhim trang b y phng tin an tn lao ng. ng thi thng xuyn thc hin cc bin php ci thin iu kin lm vic cho ngi lao ng. Ngi lao ng c trch nhim bo qun v s dng tt cc phng tin c trang b. Nu mt mt h hng phai bi thng. iu 23: Cc my mc thit b, vt t, nh xng phi c nh k kim tra bo dng tu sa theo quy nh chung. Cc thit b, phng tin c yu cu nghim ngt v an tn lao ng, th cc n v phi c trch nhim ng k, khai bo v xin php s dng ca c quan thanh tra Nh nc v an tn lao ng v cc c quan hu trch khc. iu 24: 24.1 Nhng cng vic nguy him d xy ra tai nn nh thng xuyn tip xc vi in, lm vic trn cao... ngi lao ng phai c hun luyn k v k thut an tn, quy trnh an tn lao ng v c cp th an tn lao ng theo quy nh. 24.2 Cc phiu - lnh cng tc (lm nhng cng vic Khoan 24.1) phai ghi r nhng im nhc nh v an tn lao ng v pht tn tay ngi lao ng. 24.3 i vi vic xy lp - bao dng ct cao t 50 m tr ln, phai c giy php ng k hp php. Ngi lao ng phai c hun luyn v cp th an tn lao ng. Trc khi lm vic phai c kim tra sc kho v ghi vo s khm bnh theo quy nh. Nu khng cc iu kin nu trn th khng c php thi cng xy lp, bao dng. 24.4 Gim c cc Trung tm Thng tin di ng c trch nhim kim tra cc iu kin an tn lao ng. Nu thy khng am bao phai ra lnh ngng san xut cho ti khi lm y cc iu kin bao am an tn lao ng. 24.5. Trng cc n v c trch nhim t chc thc hin cng tc ATVSL ti n v mnh theo quy nh phn cp trch nhim ca Cng ty. iu 25: Ngi lao ng thng xuyn lu ng ngi ng bng xe gn my, phai c hc Lut Giao thng v c giy php li xe gn my theo quy nh, phai i m bao him v khng s dng my di ng khi ang iu khin xe my.

iu 26: Ngi lao ng phai bo co kp thi khi pht hin nguy c gy tai nn lao ng, bnh ngh nghip, gy c hi hoc s c nguy him. Tham gia cp cu v khc phc hu qua khi c lnh ca cp trn trc tip. iu 27: 27.1 Khng c t la trong ni lm vic (tr cc bp n tp th hoc nhu cu cng tc cn phai t la phai c php ca lanh o). Nghim cm t hng v th cng ni lm vic. 27.2 Khng ht thuc trong phng lm vic, trong lc san xut. Nu c nhu cu th ra ngi ht v b tn ng ni quy nh. 27.3 Khng dng in un nu. Nhng ni c nhu cu phai xin php mi c thc hin. 27.4 Ht gi lm vic, khng c ngi trc phai tt in, ngt cu giao, ng ca, cht kh trc khi ra v. iu 28: Bao v ti san, b mt cng ngh - kinh doanh: 28.1 Ngi lao ng c trch nhim bao v ti san ca n v v bao v cc vt phm ca c quan, nhn dn gi qua Cng ty. ng thi phai tuyt i gi b mt cng ngh, th t, cng vn, giy t ti liu, s liu v hot ng cng tc kinh doanh ca n v. 28.2 Khng c t cung cp thng tin lin quan n cng ngh v hot ng san xut kinh doanh cho bt k ngi no khi cha c php ca cp trn quan l trc tip. 28.3 Khng t mang ti liu, dng c lm vic, vt t ca n v v nh. Trng hp c bit phai c php ca lanh o. 28.4 Khng c t a ngi l vo c quan. Khng tip khch v vic c nhn ni lm vic. .2.4. K lut lao ng - trch nhim vt cht

iu 29: Ngi lao ng c nhng hnh vi vi phm nhng quy nh di y c xc nh l vi phm k lut lao ng: 29.1 Quy nh v thi gian lm vic, ngh ngi. 29.2 Quy nh v mnh lnh iu hnh sn xut kinh doanh, gi gn trt t ni lm vic. 29.3 Quy nh v quy trnh quy phm, th l, th tc, cc quy nh v ni quy an tn lao ng, v sinh lao ng. 29.4 Quy nh v bo v ti sn v b mt cng ngh, kinh doanh thuc phm vi trch nhim c giao. iu 30: Cc hnh thc x l k lut lao ng: Ngi vi phm k lut lao ng, tu theo tnh cht mc nng nh b x l theo mt trong nhng hnh thc sau y: 30.1 Khin trch bng ming trc tp th nu vi phm nhng quy nh c nu Khon 29.1, 29.2 iu 29 mc nh. 30.2 Khin trch trc c quan nu vi phm ln u nhng quy nh c nu Khon 29.3, 29.4 iu 29 mc nh hoc vi phm quy nh nu Khon 29.1; 29.2 iu 29 t ln th 2 tr ln. Nu vi phm mc nng th thng bo khin trch bng vn bn. 30.3 Chuyn lm cng tc khc c mc lng thp hn v thng bo tn c quan (trong thi hn ti a khng qu 06 thng), nu b khin trch bng vn bn ghi Khon 30.2 m ti phm ln th hai tr ln, hoc vi phm nhng quy nh c nu Khon 29.3, 29.4 iu 29: hoc vi phm Khon 29.1, 29.2 qu nhiu ln. 30.4 Sa thi, chm dt hp ng lao ng nu vi phm mt trong nhng trng hp sau y:

30.4.1. Trm cp, tham , tit l b mt cng ngh, kinh doanh hoc c hnh vi khc gy thit hi nghim trng v ti sn, li ch ca n v. 30.4.2.B x l k lut chuyn sang lm cng vic khc m ti phm (cng li trc) trong thi gian cha x k lut. B x l k lut chuyn sang lm cng vic khc m ti phm (cng li trc) trong thi gian cha xo k lut. 30.4.3. Ngi lao ng t b vic 5 ngy cng dn trong mt thng, hoc 20 ngy cng dn trong mt nm m khng c l do chnh ng (theo Khon c Mc 1 iu 85 Lut sa i, b sung mt s iu ca B lut Lao ng). iu 31: Nguyn tc x l vi phm k lut lao ng: 31.1 Mi hnh vi vi phm k lut lao ng ch b x l mt hnh thc k lut. Nu c nhiu hnh vi vi phm ng thi, th p dng hnh thc k lut cao nht tng ng vi hnh vi vi phm nng nht. 31.2 Khng x l k lut i vi ngi lao ng trong khi mc bnh tm thn, hoc mt bnh khc lm mt kh nng nhn thc iu khin hnh vi ca mnh. 31.3 Cm mi hnh vi xm phm thn th, nhn phm ca ngi lao ng khi x l vi phm k lut. 31.4 Cm dng hnh thc pht tin, cp lng thay vic x l k lut lao ng. iu 32: Thi han ra quyt nh x l vi phm k lut lao ng: 32.1 Ti a 03 thng, k t ngy xy ra vi phm trong iu kin bnh thng. 32.2 Ti a 06 thng, trong nhng trng hp c bit sau y: 32.2.1. Vic vi phm k lut c nhng tnh tit phc tp cn c thi gian iu tra, xc minh. 32.2.2. ng s ang b tm giam. iu 33: Gim c Cng ty c quyn tm thi nh ch cng vic ca ngi lao ng khi ngi lao ng c lin quan n nhng v vic vi phm Ni quy, k lut lao ng c nhng tnh tit phc tp, nu xt thy ngi lao ng tip tc lm vic s gy kh khn cho vic xc minh. Vic nh ch tm thi c thc hin sau khi tham kho kin ca Ch tch Cng n cng cp. Thi hn tm nh ch cng vic khng qu 15 ngy, trng hp c bit khng qu 3 thng. iu 34: Thm quyn x l vi phm k lut lao ng: 34.1 Gim c Cng ty x l vi phm k lut lao ng quy nh ti iu 29, iu 30, k c vic tm thi nh ch cng vic theo quy nh ti iu 92 Lut sa i, b sung mt s iu ca B lut Lao ng. 34.2 Ngi c Gim c Cng ty u quyn ch c x l k lut theo hnh thc khin trch bng ming. iu 35: Nguyn tc, cn c x l cc hnh vi vi phm k lut lao ng: 35.1 Cn c xem xt, x l vi phm k lut lao ng: a) Chng minh c hnh vi vi phm ca ngi lao ng bng cc chng c xc ng. b) Phi c s tham gia ca i din Ban Chp hnh Cng n c s, tr trng hp x l vi phm k lut theo hnh thc ph bnh. c) ng s phi c mt v c quyn t bo cha, nh lut s, bo cha vin nhn dn, hoc ngi khc bo cha. Sau 03 ln thng bo bng vn bn m ng s vn vng mt th c quyn x k lut vng mt v thng bo quyt nh cho ng s bit. 35.2 Vic xem xt x l k lut lao ng phi c ghi thnh bin bn. Bin bn xt k lut lao ng gm cc ni dung ch yu sau y: 1. Ngy, thng, nm, a im x l vi phm k lut lao ng. 2. H tn, chc trch nhng ngi c mt xt k lut. 3. Hnh vi vi phm k lut lao ng, mc vi phm, mc thit hai gy ra. 4. kin ca ng s, ca ngi bo cha hoc ngi lm chng (nu c) 5. kin ca i din Ban Chp hnh Cng n.

6. Kt lun v hnh thc x l vi phm k lut lao ng, mc bi thng v phng thc bi thng (nu c). 7. ng s v i din Ban chp hnh Cng n ca ng s phi k vo bin bn v c quyn bo lu kin ca mnh. 35.3 Quyt nh x l vi phm k lut lao ng: Quyt nh x l vi phm k lut lao ng: a) Vic x l vi phm k lut lao ng theo hnh thc sa thi hoc chuyn lm cng vic khc c mc lng thp hn, phi ra quyt nh bng vn bn ghi r thi hn k lut. Khi x l k lut theo hnh thc sa thi, phi trao i vi Ban Chp hnh Cng n cng cp. Trong trng hp khng nht tr th Ban Chp hnh Cng n bo co vi Cng n cp trn trc tip, Gim c bo co vi S Lao ng - Thng binh v X hi v cng bn bc thng nht kin. Sau 30 ngy k t ngy bo co, nu khng c kin g th c php ra quyt nh x l k lut. b) Quyt nh k lut ghi r tn n v ng s lm vic, ngy, thng, nm ra quyt nh; h tn, ngh nghip ca ng s; ni dung vi phm k lut lao ng; hnh thc k lut, mc thit hi, mc bi thng, phng thc bi thng (nu c); ngy bt u thi hnh quyt nh, ch k, h, tn, chc v ca ngi ra quyt nh, km theo bin bn xt k lut. c) Quyt nh k lut c lm thnh 04 bn, 01 bn gi ng s thc hin, 01 bn gi Ban Chp hnh Cng n cng cp phi hp gii quyt nhng vn lin quan (nu c), 01 bn gi Trng n v c ng s thc hin, 01 bn lu phng T chc - Hnh chnh. Trng hp sa thi, th trong thi hn 10 ngy, k t ngy ra quyt nh phi gi Quyt nh cho S Lao ng - Thng binh v X hi km theo bin bn x l k lut lao ng. iu 36: Hiu lc ca Quyt nh k lut lao ng: Ngi b khin trch sau 03 thng v ngi b x l k lut chuyn lm cng vic khc sau 06 thng, k t ngy b x l, nu khng ti phm th ng nhin c x k lut. Ngi b sa thi c hiu lc vnh vin. Quyt nh k lut khng cn hiu lc khi ht thi hn k lut. iu 37: Gim v x k lut: 37.1 Ngi b x l k lut chuyn lm cng vic khc, sau khi chp hnh c mt na thi hn, nu thnh khn sa cha tin b th c xt gim thi hn. 37.2 Khi c gim thi hn hoc x k lut lao ng theo hnh thc chuyn lm cng vic khc c mc lng thp hn, th phi ra quyt nh bng vn bn v b tr cho ng s tr li lm vic c theo hp ng lao ng giao kt. iu 38: Trch nhim vt cht: 38.1 Ngi lao ng c hnh vi gy thit hi cho c quan tu theo mc thc t xem xt, quyt nh bi thng vt cht. Trng hp thit hi do nguyn nhn bt kh khng: Thin tai, ch ho... m ngi lao ng lm ht sc bo v, nhng khng ngn cn c thit hi gy ra th khng phi bi thng. 38.2 Ngi lao ng do ch quan, thiu tinh thn trch nhim lm mt dng c, thit b, lm mt cc ti sn khc c giao, hoc tiu hao vt t qu nh mc cho php, th phi bi thng theo thi gi th trng: Khi quyt nh bi thng c xem xt thc trng hn cnh gia nh, nhn thn v ti sn ca ng s quyt nh bi thng mt phn hay tn b gi tr ca ti sn b thit hi. Nu c hp ng trch nhim th phi bi thng theo hp ng trch nhim. 38.3 Ngi lao ng do s xut lm h hng dng c, thit b hoc c hnh vi khc gy thit hi ti sn ca n v mc di 05 triu ng, th phi bi thng nhiu nht l 03 thng lng v b khu tr dn vo lng khng qu 30% tin lng hng thng. iu 39: Ngi b x l k lut lao ng, b tm nh ch cng vic hoc bi thng theo ch trch nhim vt cht c quyn khiu ni. Trong khi ch c quan c thm quyn gii quyt, ng s

vn phi chp hnh quyt nh k lut, tm nh ch cng vic, bi thng theo ch trch nhim vt cht. iu 40: Nu c quan c thm quyn kt lun v quyt nh x l k lut lao ng l sai, th phi ra vn bn hu b quyt nh v khi phc danh d, mi quyn li vt cht cho ngi lao ng x l, hoc thc hin theo quyt nh mi. .2.5. iu khon thi hnh

iu 41: i tng p dng: Tt c nhng ngi lao ng c giao kt hp ng lao ng vi Cng ty Thng tin di ng v cc n v trc thuc, u phi chp hnh nghim chnh nhng quy nh trong bn ni quy lao ng ny. iu 42: i tng khng p dng: 42.1 Cc chc danh b nhim gm: Gim c, Ph gim c, K tn trng ca Cng ty Thng tin di ng. 42.2 Nhng ngi hot ng trong cc n th nhn dn v t chc chnh tr, x hi khc theo quy ch n th, t chc : k c cc Cn b chuyn trch ng, Cng n, n Thanh nin Cng sn H Ch Minh ca Cng ty Thng tin di ng. iu 43: Bn ni quy c d tho v ph bin ti mi ngi lao ng gp v biu quyt ti Cng n cc n v c s. Sau hn chnh chnh thc. iu 44: Bn ni quy hn chnh chnh thc ny ng k ti S Lao ng - Thng binh v X hi thnh ph H Ni xin kin tha nhn. Bn ni quy ny sau khi c tha nhn tin hnh ph bin trin khai hc tp n tng ngi lao ng. Nhng im chnh ca ni quy ny c nim yt ni lm vic v nhng ni cn thit. Trong qu trnh thc hin, nu c iu g khng hp l, cc n v phn nh v Phng T chc Hnh chnh Cng ty tng hp nghin cu xem xt v c th sa i, b sung cho ph hp trnh Gim c ph chun, ng k li vi S Lao ng -Thng binh v X hi thnh ph H Ni.

Phn II NGHIP VU
Mng thng tin di ng mobifone L mng thng tin di ng s dng cng ngh GSM, vi vng ph sng rng khp c nc 64/64 tnh, thnh ph, bao gm cc tng i chnh t ti H Ni - Nng Thnh ph H Ch Minh v cc trm thu pht sng kt ni dng t ong c lp t khp cc vng, min trn c nc.
Khch hng khi c nhu cu s dng dch v thng tin di ng GSM cn c my in thoi di ng (Do cc hng Nokia, Samsung, Motorola, Siemens, Sony Ericsson, vv... cung cp) cng 01 SIMCard (do VMS MobiFone cung cp) c gn 01 s thu bao v cc thng tin c m ha lin lc vi tng i. M mng thng tin di ng MobiFone: 090, 093 v 0122 Tn gi mobifone ng ngha vi:

Vng ph sng tn quc v nhiu Quc gia trn th gii. Cht lng cuc gi v m thanh trung thc. Nhiu dch v hin i v tin ch. Cng tc chm sc khch hng tt nht, hot ng 24 gi/ngy. Knh phn phi rng khp ti 64/64 tnh, thnh ph trn tn quc. Nhiu chng trnh khuyn mi hp dn. Mng thng tin di ng pht trin nhanh vi vn u t ln.

.I

I. CC SN PHM CHNH CA MOBIFONE

Cc sn phm dch v chnh ca mng MobiFone, bao gm: 1. Dch v mobigold: L dch v thng tin di ng tr tin sau tnh cc cuc gi + cc thu bao thng + cc ha mng. Dch v MobiFone l dch v c nhiu u im , khch hng c th s dng c tt c cc dch v tin ch ca mng. Cc cuc gi thp nht trong cc sn phm dch v. Ph hp vi khch hng c tnh n nh v s dng mc cc trung bnh cao. Vi hnh thc tr tin sau, s dng dch v khch hng k hp ng vi VMS mobifone v cc giy t qui nh ti cc ca hng v i l chuyn mobifone. 2. Dch v mobiCard: L dch v thng tin di ng tr tin trc, ch tnh cc cuc gi. 3. Dch v mobi4U: L dch v thng tin di ng tr tin trc, tnh cc cuc gi + cc thu bao theo ngy. 4. Dch v mobiPlay: L dch v thng tin di ng tr tin trc, ch s dng c dch v nhn tin (SMS) + nhn cuc gi.

5. Dch v mobiQ: loi hnh dch v thng tin di ng tr tin trc, khng tnh cc thu bao v cc ha mng.
Vi hnh thc tr tin trc dch v mobiCard mobi4U mobiPlay - mobiQ s dng mi lc, mi ni bng cch mua b trn gi + th np tin. H thng phn phi cc sn phm dch v tr trc rng khp trn tn quc (cc trung tm giao dch mobifone ti cc tnh v cc i l). Li ch cc sn phm dch v tr trc: Khng cc tip mng, khng phi thanh tn cc hng thng, th tc ng k n gin vv... v kim st c mc s dng hng ngy. Hn ch: khng s dng c mt s dch v tin ch ( xem chi tit phn Hng dn s dng cc dch v). Lu :. Cc ha mng (tip mng): Bao gm SIMCard, cc u ni. Gi cc ha mng TB tr sau hin ti l 150.000 ( bao gm sim 64K) Cc thu bao thng: c p dng chung cho mi i tng thu bao s dng dch v in thoi di ng tr tin sau.Gi cc TB hin ti l 66.000 / thng Cc cuc gi : n v tnh cc nh nht l 1 giy. Cuc gi kt ni c tnh cc ngay t giy u tin. Cuc gi truy nhp dch v 1260,1268,1269 (dch v truy cp internet qua dial up) c thi gian lin lc t >=30 giy mi b tnh cc Vng cc: Ch tnh cc 1 vng p dng t 01/08/2004:

.II SO SANH U NHC IM CC SN PHM CUA MOBIFONE VI CAC MANG D KHAC

Th trng thng tin di ng tai Vit Nam hin nay gm co 6 nha khai thac o la MobiFone, VinaPhone, Viettel, S-Fone, EVN Telecom, HT Mobile.

TT

Ni dung
Cng ty Thng tin Di ng (VMS) 16-04-1993 GSM Cng ty dch v vin thng (GPC) 1996 GSM

1 2 3

Tn cng ty Thnh lp Cng ngh

Cng ty in thoi di Trung tm in thoi di ng Cng ty Thng ng Viettel (Viettel CDMA Vin thng in Mobile) 15-10-2004 2001 1995 GSM CDMA CDMA

H thng cng ty

c thnh lp t s hp tac Trc thuc tp on Bu Trc thuc tp on Trc thuc Tng gia SPT vi cng ty SLD chinh Vin Thng Vit Bu chinh Vin Thng Cng ty Vin thng theo hinh thc Hp ng Hp Nam Vit nam Qun i tc Kinh doanh (BCC)

Trc thuc T Cng ty in l Vit nam

5 6 7

Ma mng Th phn (%) nh v sn phm

090-093 40 Sn phm cht lng cao, vung ph song rng

091-094 31 Sn phm cht lng cao

Tr trc

MobiCard Mobi4U MobiPlay MobiQ

VinaCard Vinatext VinaDaily VinaXtra

097-098-0168 095 22 5 Sn phm gia re, Sn phm gia r, cht lng cht lng ph song ph song kem kem Tomato Basic card Economy Economy & Friend Z60 Dch v GTGT 5U Bonus Friend Speed Family Basic+ VPN Goi cc Data Basic

096 0.5 Sn phm gia cht lng ph s kem

E-mobile in thoi d ng khng

Tr sau

MobiGold

VinaPhone

E-mobile in thoi d ng khng

.1

Vinaphone:
Ngy ra i: Thng 9/1996 Cng ngh mng: GSM 900/1800 M mng: 091*094 Vng ph sng: 64/64 tnh thnh v 100% s huyn trong c nc S trm BTS (nm 2006): 2.000 trm S lng thu bao thc (nm 2006): khong 5,3 triu thu bao Website: http://vinaphone.com.vn S h tr KH: 18001091 / Hotline: 091.248.1111 (tnh cc)

Thu bao tr sau: tng t nh thu bao tr sau ca MobiFone. y l loi hnh thu bao thng vi mc cc thu bao 66.000 /thng. VinaCard: (tng t MobiCard): l loi hnh thu bao tr trc np tin vo ti khon s dng, c quy nh thi hn gi v nghe. VinaDaily: (tng t Mobi4U) : loi hnh thu bao tr trc np tin vo ti khon s dng. Cc thu bao l 1700/ngy, khng quy nh thi gian s dng. Cc gi ca VinaDaily r hn cc gi ca VinaCard. VinaText: (tng t MobiPlay): y l loi hnh thu bao tr trc np tin vo ti khon s dng, ch c nhn tin v c quy nh thi hn s dng ty thuc vo mnh gi tin np. VinaXtra: l dch v tr trc c thit k c bit cho cc i tng khch hng c nhu cu s dng thng tin di ng thng xuyn nhng mun kim st mc chi tiu cc ph ca mnh. Vi dch v VinaXtra, thi gian s dng ca cc mnh gi np tin di hn so vi cc dch v tr trc khc.

.2

Viettel
Ngy ra i: 15/10/2004 Cng ngh mng: GSM M mng: 098, 097, 0168 Vng ph sng: 64/64 tnh thnh S trm BTS (nm 2006): 3000 trm S lng thu bao (nm 2006): 7,3 triu (trong c khong hn 3 triu thu bao thc) Website: www.viettelmobile.com.vn S h tr KH: 1800098 (gi t my di ng Viettel) hoc 2660198 (gi t mng khc)

Tr sau Goi BASIC+: (ging MobiGold) - Thu bao 59.000/thng - Mc cc s gim xung khi mc tiu dung hang thang ca khach hng vt qu mc 300.000 ng v 500.000 ng. C th gim xung ti 1.190 ng/pht nu gi t 500.000 ng/thng tr ln. Goi FAMILY: Gi cc tr sau cho nhm gia inh, bn be. - Khach hng c hng y quyn li nh mt thu bao tr sau Basic+, - Bn cnh con c min ph 15 pht khi gi cho cc thnh vin trong nhom. Goi VPN: Goi cc tr sau cho doanh nghip - Dnh cho nhom co ti thiu 5 thnh vin tr ln. - Gim 40% cc lin lc gia cac thnh vin trong nhom. Tr trc Goi ECONOMY: (ging MobiCard) khng cc thu bao thang, ch tinh cc cuc gi (vi cung mnh gia th np tin, goi Economy co s ngy s dng ngn hn MobiCard). Goi DAILY: Daily l goi tr trc thu bao ngy (ging Mobi4U) 1.490 ng/ngy (Mobi4U: 1700 ng/ngy). Goi Z60: dnh cho cac khach hng co nhu cu nghe v nhn tin nhiu hn gi. Ch cn b ra 60.000 ng l co th s dng nghe, nhn tin, gi in c thng, tuy nhin thi lng gi ca khach hng ch c gii hn ti a l 12 phut (khong 25.000 VND)/60.000 VND. Phu hp vi nhng khach hang co thu nhp (khach hng l sinh vin, hc sinh, b con nng dn,....) B goi cc FLEXI: bao gm 3 goi cc: Friend: Khi bn mun gi nhiu n mt s in thoai nht nh Bonus: Khi bn gi t 4.500 ng/ngy tr ln Speed: Dung tr trc vi cc gi tr sau

 Goi cc Tomato: Khng gii hn thi hn th => Dung v thi hn n khi ti khon khng con tin Khach hng co th thc hin cuc gi hoc nhn tin ti bt k thi im no, min l trong ti khon >0 ng. Ch cn pht sinh 1 cuc goi n hoc gi i trong vong 3 thang Khng cc hoa mang, khng cc thu bao thang. .3

S-Fone
Ngy ra i: 1/7/2003 Cng ngh mng: CDMA M mng: 095 Vng ph sng: 64/64 tnh thnh S trm BTS (nm 2006): 850 trm S lng thu bao (nm 2006): 1,3 triu (trong c 0,9 triu thu bao thc) Website: www.sfone.com.vn S h tr KH: 1800095 / 095.336.7003 (tnh cc)

Tr sau Goi Standard: cc TB thng 55.000 vn/thng Goi Free 1: cc TB thng 180.000 vn/thng. Min ph tt c cc cuc gi ni a n mt s thu bao S-Fone khac a c ng k trc. Goi VIP: cc TB thng 400.000 vn/thng. Min ph 300 pht/thng cho cc cuc gi ni a trong ni mng di ng CDMA v ra cac mang khac. Tr trc Goi Smile: Thu bao ngy: 1.890 /ngay. Min ph 60 pht gi ni mng. Ht thi lng gi min ph, cc gi ni mng bng mc cc c bn ca gi cc. Gim 50% cc gi ngoi mng. Trong thi gian t

16:00 n 24:00, tt c cuc gi ni mng v ngoi mng ca thu bao Smile u c mc cc bng mc cc c bn ca gi cc Goi Forever Couple: Thu bao ngy: 1.490 vn/ngy Gi v nhn tin min phi n mt thu bao S-Fone khac a ng k trc. Khng gii hn thi hn nghe. Goi Daily: Thu bao ngy: 1.450 /ngy Gim 50% cho cc cuc gi trong thi gian t 8 gi ti n 7 gi sng hm sau, cho cc cuc gi trong ngy th by, Ch nht v ngy L. Goi Happy: Thu bao ngy: 1.950 /ngy 02 tin nhn min phi /ngy Gim gi c bit vo bui ti v cui tun Goi 4M: Thu bao ngy: 1.490 /ngy Gi ti 3 s thu bao S-Fone ng k trc vi chi ph 1000/cuc (thi lng ti a 10 pht/cuc gi) Min phi gi tin nhn vo ngy Ch nht v min phi thoi t 0:00 n 7:00 sng trong tt c cc ngy n 3 s thu bao S-Fone ng k trc Goi Forever: Khng gii hn thi hn gi v thi hn nghe. Cng thm 10% mnh gia th co ca ln np tin tip theo (Bt k mnh gia th no). Thu bao phai co it nht mt cuc goi (Tr cuc goi min phi) hoc nghe trong mt nm no . Goi Friend: Gim 55% cc cuc gi khi khach hng gi 2 s thu bao di ng, c nh thng xuyn a ng k trc Goi Economy: Cc gi r hn goi Forever v Friend 12,5% Ba goi cc ny khng tr cc TB m ch tinh cc s dng (ging MobiCard) v gim 30% cho cac cuc gi trong thi gian t 23 gi n 7 gi sng hm sau trong tt c cc ngy, v cuc gi t 7h n 23h cc ngy l, Ch Nht. Truyn d liu Data Basic: Cc ph: 400.000/thng Mc s dng cho phep: 4,0 GB d liu/thang Cc kt ni ban u: 150.000/thng Data Option (Dnh cho thu bao tr sau): Cc ph: 200.000/thng Mc s dng cho php: 1,5 GB d liu/thng i vi dch v Internet hoc 1,0GB d liu i vi dch v S-WAP. .4

EVN Telecom

 Ngy ra i: 15/5/2006 Cng ngh mng: CDMA 2000 - 1X EV-DO M mng: 096 Vng ph sng: 64/64 tnh thnh S trm BTS (nm 2006): 1.700 trm S lng thu bao (nm 2006): 0,5 triu thu bao Website: www.enet.vn S h tr KH: 2232323 (gi t my ca EVN) hoc 0906309096 (tnh cc)

Thu bao tr sau: Tng t thu bao tr sau ca MobiFone. Cc thu bao 55.000/thng. Thu bao tr trc: Tng t MobiCard. C mi mt triu ng (1.000.000) np thm vo ti khon (tnh tng s th np) KH s c cng thm 100.000 .5

HT Mobile
Ngy ra i: 15/1/2007 Cng ngh mng: CDMA 2000 - 1X EV-DO M mng: 092 Vng ph sng: 64/64 tnh thnh S trm BTS (nm 2006): 540 trm Website: www.htmobile.com.vn S h tr KH:123 (Min ph, ch gi t HT Mobile) hoc 0922.123.123 (tnh cc) Tr sau B-Standard : dch v thu bao tr sau, tr cc theo mc s dng ca khch hng. Cc thu bao 50.000 /thng. Gi cc ny ph hp vi i tng khch hng c mc tiu dng trong thng khong 130.000 n 300.000 . B-Vip: Khng tnh cc thu bao thng. Vi gi cc ny, khch hng tr mc cc trn gi 500.000 /thng v c php gi 500 pht min ph c ni mng v ngi mng. Gi cc ny ph hp vi i tng khch hng c mc tiu dng trong thng t 500.000 tr ln.

Cu trc sn phm HT Mobile

HT Mobile

Tr s au

Tr trc

B-Smart

B-Eas y

B-Saving

B-Data

B- Standard

B-Vip

B- Bus iness

B-Coporate

B- Dat a2

B-Bussiness : Khng tnh cc thu bao thng. Vi gi cc ny, khch hng tr mc cc trn gi 300.000 /thng v c php gi 250 pht min ph c ni mng v ngi mng. Gi cc ny ph hp vi i tng khch hng c mc tiu dng trong thng t 300.000 n 500.000 . B-Corporate : Cc ha mng, cc thu bao thng v cc gi c bit l cc gi ni nhm thp. Gi cc ny dnh cho khch hng l cc cng ty, t chc c t 5 thu bao tr sau ca HT Mobile tr ln (cc thu bao 30.000 /thng) B-Data 2 : p dng vi thu bao ch c nhu cu s dng dch v truyn d liu. Vi mc cc thu bao 300.000 /thng khch hng c min ph 300 Mbyte truy cp Internet cng ngh 1x, EVDO (bao gm c ti v v gi i). Tr trc B-Smart (Nhn tin ni mng min ph) : y l gi cc tr trc vi cc thu bao hng thng l 20.000 . Khch hng c hng nhng li ch sau: Nhn tin ni mng min ph vo tt c cc ngy trong tun Gi ni mng min ph vo tt c cc ngy th 7 v Ch nht. B- Easy : Khng gii hn thi gian gi (vi iu kin khch hng phi c t nht mt cuc gi n hoc mt cuc gi i c tnh cc trong vng 6 thng. B-Saving: L gi cc thu bao theo ngy vi mc cc thu bao l 1.500 /ngy. Gi cc ny c gi cc cuc gi thp nh thu bao tr sau v ph hp vi i tng khch hng c mc tiu dng trn 130.000 /thng. B-Data: l goi cc tr trc phu hp vi khach hng co nhu cu truy nhp Internet mi luc mi ni vi tc cao. Cc thu bao: 20.000/thng Cc dch v truyn d liu: 2/kbyte

U NHC IM CA CC NHA KHAI THC MNG Nha cung cp u im Nhc im

- C s bo tr ca VNPT - Hch ton ph thuc, khng - Ra i sm th 2 ti Vit Nam nn tranh th thch ng nhanh v phn ng xy dng c lng KH n nh linh hot trc s thay i ca - Ph sng v phn phi rng khp nh mng th trng li bu in huyn, x - Thng hiu pht trin cha ng b Vinaphone - Chm sc KH cn yu - Phc v KH cha chuyn nghip - Khng t quyt nh c gi cc - Khng c nhiu gi cc cho KH la chn. - T quyt nh c gi cc: mc cc r nn - Cng tc chm sc KH cn nhanh chng thu ht c KH hn ch - S dng cng cng ngh GSM nn c th thu - Cng tc thu cc gp nhiu ht khch hng ca Mobifone v Vinaphone. kh khn - Qung co c hiu qu, cc chng trnh - Cc dch v GTGT cha pht khuyn mi ln. trin a dng - Tp trung khai thc cc vng th trng trng - Mang tnh ng cp thp: gi im v kinh t r - Thch ng nhanh vi thay i ca th trng - C chin lc kinh doanh v truyn thng hp l xoay quanh 3 yu t To- Tt R - C th t quyt nh gi cc dch v. - Vng ph sng cha rng - Qung co hiu qu khp ton quc. - Tp trung khai thc cc vng th trng trng - My u cui s dng cha im v kinh t thun tin, dch v roaming b - Hch ton c lp hn ch - Tn dng li th ca cng ngh CDMA trin - Cng tc chm sc khch khai cc dch v gia tng a dng hng cn hn ch - Tham gia th trng sau nn c th gp kh khn trong cng tc pht trin thu bao - S khc bit thp so vi cc mng CDMA khc, kh cnh tranh - Cng tc chm sc KH cha c b dy - Dch v cn hn ch, t gi cc KH la chn - Hn ch trong dch v chuyn vng Quc t vi cc mng GSM trn th gii.

Viettel

S-Fone

- C c s h tng khp ton quc c th h tr cho kinh doanh dch v vin thng - Chi ph xy dng mng li vin thng thp s to iu kin cho EVN Telecom cung cp dch v vin thng vi gi cc r hn cc i th kinh doanh khc EVN Telecom - Ra i sau, c th i tt n u v hc hi nhiu kinh nghim ca cc mng trc v chin lc pht trin kinh doanh - T quyt nh c gi cc

HT Mobile - Trin khai sau nn c th ng dng ngay cng - Tham gia th trng sau nn ngh hin i nht. s gp kh khn trong cng tc

- u t khai thc cc vng kinh t trng im - T quyt nh gi cc - Nhiu gi cc a dng KH la chn - Khuyn mi ln, hp dn

pht trin thu bao. - Cha c b dy kinh nghim trong phc v, chm sc khch hng - Dch v cn hn ch - Hn ch trong dch v chuyn vng QT vi cc mng GSM trn th gii

.I III. CH CHNH SCH P DNG CHO CC SN PHM CA MOBIFONE

.1

Thu bao tra sau MobiGold

.1.1. Cng tac ban hang .1.1.1 Quy nh chung khi thc hin cc th tc bn hng. Khch hng c nhu cu s dng dch v thng tin di ng tr sau MobiGold, cn lin h vi cc Trung tm giao dch in thoi di ng, Trung tm dch v khch hng, i BHTT v cc i l c hng dn ng ph v thc hin cc th tc theo qui nh: - C nhn: ng tn trn hp ng phi 18 tui tr ln (tnh theo thng) - i vi cng ty: phi do ngi i din theo php lut k tn (nu ngi khc k tn phi c giy y quyn) - Cc loi giy t: theo yu cu c th l bn chnh (GDV s t i chiu v photo) hoc bn sao c cng chng (hiu lc cng chng l khng qu su thng k t ngy cng chng, tnh n thi im k hp ng) - Hp ng: c lp thnh hai bn, chuyn mt bn cho KH bng phng php trao trc tip v mt bn lu. - Trng hp QLHS xc nhn thu bao c h s lu tr hp l ti QLHS (do k hp ng trc y) thi KH khng cn np h khu hay giy php (GDV s ghi trn hp ng mi l qun l theo hp ng s../ thu bao ..) - Ch thu bao l cc i tng nc ngi c th s dng hp ng Ting Anh theo ngh ca KH. - Trng hp KH ang ng tn cc s thu bao khc v mt trong nhng s thu bao ny ang trong tnh trng chn thng tin do n cc th khng c k tip hp ng mi. Th tc cho khch hng ha mng mi i, Ch thu bao l c nhn. Chu thu bao la ngi Vit Nam: K t ngay 15/8/2007 khach hang ng ky s dung dich vu thu bao tra sau khng cn phai mang theo h khu. Khi ng ky hoa mang tra sau, khach hang chi cn mang theo chng minh th nhn dn va ky hp ng s dung dich vu: + Chng minh nhn dn + K hp ng, phiu cung cp dch v, bin bn thoa thun hn mc s dng + ng ph h mng theo qui nh Nhng giy t c th thay th CMND - Chng minh ngnh cho cp bc s quan ca Cng an, Qun i (cn thi hn) - Bng li xe, th nh bo cn hiu lc, th ng, bng Tt nghip i hc, H chiu cn thi hn

Lu : Tt c cc giy t thay th CMND, passport v visa phi c nh v ng du gip lai trn nh. Chu thu bao la ngi nc ngi: - H chiu, Giy bo lnh ca SQ hoc c quan i din hp php ti VN (khng cn ng tin t cc) - K hp ng v phiu cung cp dch v, bin bn tho thun hn mc s dng - ng ph h mng theo qui nh. hoc - H chiu c Visa cn thi hn t nht 2 thng tr ln (tnh n thi im ng k) t cc: 3.000.000 - K hp ng, phiu cung cp dch v ph, bin bn tho thun hn mc s dng - ng ph h mng theo qui nh ii, Ch thu bao l cng ty a) Doanh nghip nh nc, n v hnh chnh s nghip: - K tn, ng du vo hp ng v phiu cung cp dch v - ng ph h mng theo qui nh b) Cng ty, t chc nc ngi, vn phng i din nc ngi, cng ty lin doanh, cng ty 100% vn nc ngi: - K tn, ng du vo hp ng v phiu cung cp dch v - Giy php hot ng hoc giy php thnh lp lin doanh hoc giy php u t, hoc giy t vn phng i din ti Vit Nam (c a ch vn phng) do c quan c thm quyn ti Vit Nam cp. - ng ph h mng theo qui nh. c) Doanh nghip t nhn, cng ty TNHH, cng ty c phn, ca hng t nhn, HTX: - K tn, ng du vo hp ng v phiu cung cp dch v - Giy php kinh doanh (c danh sch thnh vin) - ng ph h mng theo qui nh. d) H kinh doanh c th: - K tn, ng du vo hp ng v phiu cung cp dch v. - Giy php kinh doanh - CMND ca ch h kinh doanh c th - ng ph ha mng theo qui nh e) Cc c quan ngoi giao (c min thu VAT): Cc c quan ngoi giao, c quan lnh s, c quan i din ca t chc quc t ti Vit Nam, ch thu bao l ng u cc t chc ny - K tn, ng du vo hp ng v phiu cung cp dch v - Giy chng nhn i tng thuc din hng u i min thu GTGT i vi dch v thng tin di ng do V l tn - B Ngoi giao cp (bn chnh hoc bn sao c ng du). Ch k ca ngi c thm quyn ca c quan thuc i tng hng u i min tr. - Giy chng nhn min thu GTGT bao gm ni dung: Tn, a ch ti Vit Nam ca i tng hng u i Tn, dch v c min tr thu VAT Tn, t chc cung cp dch v - ng ph ha mng theo quy nh f) Doanh nghip thuc khu cng nghip: - K tn, ng du vo hp ng v phiu cung cp dch v - Giy php u t do B k hoch v u t hoc Ban qun l Khu cng nghip ti tnh, thnh ph cp vn cn hiu lc.

- Bn sao Giy php u t c cng chng hoc xc nhn ca Ban qun l khu cng nghip khng qu 3 thng tnh n ngy ha mng - p dng thu VAT nh thng thng. - ng ph ha mng theo quy nh g) Doanh nghip thuc khu ch xut: - K tn, ng du vo hp ng v phiu cung cp dch v - Giy php u t do B k hoch v u t hoc Bn qun l khu ch xut ti tnh, thnh ph cp vn cn hiu lc - Bn sao Giy php u t c cng chng hoc xc nhn ca Ban qun l khu ch xut khng qu 3 thng tnh n ngy ha mng - p dng thu VAT vi mc thu sut 0%. - ng ph ha mng theo quy nh Lu : Ngi k tn vo hp ng l ngi i din php lut cho doanh nghip, hoc ngi c giy y quyn ca ngi i din php lut. .1.1.2 Th tc cho K/H chuyn t mng GSM khc sang mng MobiFone i, Thu bao tr sau mng GSM khc chuyn sang tra sau mng MobiFone - Np bn thanh l hp ng. - Np h n gc hoc giy xc nhn thanh tn cc v tr li simcard. - Min ph tip mng, ph chuyn i - Ph mua sim : SIM 16K: 25000, SIM 64K: 50.000 - Lm th tc nh khch hng ng k thu bao MobiGold mi. - Trng hp ch thu bao khi chuyn sang c nhu cu cho ngi khc ng tn th vit giy ng v np bn pho to CMND (GDV photo t bn chnh hoc bn photo c cng chng trong vng 6 thng) - p dng ti cc ca hng, i BHTT, i l chuyn MobiFone ii, Thu bao tr trc mng GSM khc chuyn sang tra sau mng MobiFone. Khch hng lm th tc nh thu bao ha mng mi .1.1.3 Th tc chuyn hnh thc tr trc sang tr sau. i, Quy inh chuyn hnh thc t tr trc sang tr sau - Gim tr tin sim card: simcard 16K : 25.000, simcard 64K: 50.000 (CV: 2610/KHBH&M ngy 18/7/2005) - c bo lu s tin hin c trong ti khon tr dn cho n ht vo cc hng thng (ngay c khi b Deact i vi MobiCard) - Khch hng k hp ng MobiGold vi th tc nh ha mng mi - i vi cc TH c min gim: Cam kt s dng lin tc 6 thng v thi gian gia 2 ln chuyn i l 1 nm - Trong TH KH cha s dng ht 6 thng cam kt m c nhu cu chuyn ch quyn th KH mi phi cam kt s dng t nht ht 6 thng ca ch c cam kt (CV 1109/BHM ngy 22/10/2004) - Thanh tn cc ha mng (sau khi tr tin sim) theo cc trng hp bng sau : Thu bao tr trc chuyn sang thu bao tr sau - TB tr trc dng lin tc t 12 thng tr ln cho n thi im chuyn i khng b chn 2 chiu (c gim 100% cc ha mng) - TB tr trc dng lin tc t 06 thng tr ln cho n thi im chuyn i khng b chn 2 chiu (gim 50% cc ha mng) - Nhng trng hp cn li (khng c min Ly sim cng loi Min ph 50.000 100.000 16K -> 64K Min ph 62.500 125.000

gim cc ha mng) Lu : - Trong thi im hin nay, thu bao tr trc ang s dng simcard 16K chuyn sang thu bao tr sau c cp simcard 64K m khng phi ng thm 25.000. (CV 1299/KHBH&M ngy 11/4/2006) - Thu bao tr trc ang s dng sim 64K chuyn sang thu bao tr sau c thay sim 64K min ph - c chuyn ngay c khi ang trong thi hn gi s. - Trng hp trn d liu cha qun l tn khch hng hoc tn cha ng, khch hng cn c ra 5 s thng gi trong 2 thng gn nht v vit cam kt chu trch nhim cp nht li ng tn khch hng trc khi chuyn hnh thc s dng mi. ii, Th tc cho thu bao tr sau chuyn sang tr trc nay chuyn li dng tr sau Nu trc y khch hng l thu bao tr tin sau chuyn sang s dng thu bao tr tin trc nay li c nhu cu s dng li dch v tr tin sau th phn cc h mng khch hng phi tr s tu thuc vo thi gian k t ngy ng k dch v tr tin trc cho n ngy chuyn i li, sang dch v tr tin sau. Quy nh nh sau: - Bo lu s tin hin c trong ti khon tr dn cho n ht vo cc hng thng - Cc ha mng khch hng phi tr s ty thuc vo thi gian k t ngy ng k dch v tr tin trc cho n ngy chuyn i li sang dch v tr tin sau: Di 1 nm: Min ph 100% Trn 1 nm n 1,5 nm: * Min 100%: Hot ng lin tc > 1 nm (khng c thi gian b kha 2 chiu) * Gim 50%: Nu khng tha man iu kin trn Trn 1,5 nm n 2 nm: * Min 100%: Hot ng lin tc > 1 nm (khng c thi gian b khoa 2 chiu) * Gim 50%: Hot ng lin tc > 6 thng (khng c thi gian b khoa 2 chiu) * Gim 30%: Nu khng tha mn 1 trong 2 iu kin trn Trn 2 nm: * Min 100%: Hot ng lin tc > 1 nm (khng c thi gian b 2 chiu) * Gim 50%: Hot ng lin tc > 6 thng (khng c thi gian b 2 chiu) * Thanh tn 100%: Nu khng tha mn 1 trong 2 iu kin trn - iu kin i vi cc TH c min gim: Khch hng k hp ng, cam kt s dng lin tc trong 6 thng. Lu y: KH ch c hng chnh sch min gim khi chuyn i Tr Sau F Tr Trc C Tr Sau F 01 ln. (KH chuyn i FCF hoc CFCF th s c p dng chnh sch trn. Trng hp KH chuyn i FCFCF th nu ln u c hng chnh sch min gim th ln sau s khng c na) .1.1.4 Th tc v dch v cho thu SIMCARD v my TD i, i vi KH thu my v SIMCARD - K hp ng thu my v sim card - GDV cung cp y cc giy t nh k hp ng cung cp v s dng dch v in thoi di ng MobiFone - t cc tin thu my v ng trc cc thng tin theo qui nh hin hnh. ii, i vi KH thu SIM - Lm hp ng nh thu my - ng trc cc thng tin theo qui nh hin hnh Lu :

Cc thu sim v my c p dng theo gi qui nh hin hnh. (hin nay, vi KH thu sim MobiFone, cng ty s khng tnh tin thu bao thng m tnh thu bao ngy 23.000/ngy.) .1.2. CNG TAC SAU BAN HANG

.1.2.1 Quy nh chung. Trong qu trnh s dng dch v, khi pht sinh cc nhu cu nh chuyn ch quyn, thay i cc thng tin v d liu, dch v, thay sim ..., KH cn lin h vi cc Trung tm giao dch in thoi di ng, Trung tm dch v khch hng, i BHTT v cc i l chuyn MobiFone c hng dn ng ph v thc hin cc th tc theo qui nh. Khi n lin h KH cn mang theo cc lai giy t theo qui nh chung nh sau: i, Ch thu bao l c nhn - ng ch thu bao: Mang theo CMND v hp ng cung cp s dng TD. - Ngi i thay: + Giy y quyn c xc nhn ca a phng (ghi r dch v yu cu) + Giy CMND ca ngi c y quyn. + Hp ng cung cp dch v ii, Ch thu bao l cng ty Phiu yu cu thay i dch v in thoi di ng c k tn, ng du ca Cng ty, C quan. Hoc Giy gii thiu ca Cng ty + CMND ca ngi c gii thiu. Lu : Cc trng hp thu bao tr trc khng ng d liu nhng c nhu cu thay sim, thay i dch v ph, khiu ni v cc cn hn thin d liu ch thu bao thc hin nghip v. KH c th c ra 5 s thng gi trong 2 thng gn nht v lm giy cam kt chu trch nhim nu c pht sinh khiu ni c linh ng gii quyt. .1.2.2 Chn ni thng tin i, Chn thng tin a) Chn thng tin do mt my - Trng hp khch hng yu cu ti cc ca hng, TTDVKH, hoc BHTT: Th tc : Theo qui nh chung nu trn - Trng hp khch hng bo mt my qua 18001090 Nu l c nhn: Cung cp s thu bao, tn thu bao, CMND (Nu khch hng mt CMND c th hi mt vi thng tin khc nh s H khu. a ch thu bao v a ch thanh tn cc), ghi nhn tn ngi gi & s in thoi gi n Nu l cng ty: Cung cp s thu bao, tn cng ty, a ch cng ty Lu : thng bo cho khch hng bit: 18001090 ch chn tm thi hng gi i nn vn pht sinh cc thu bao >> hng dn khch hng ngy hm sau nn n cc im giao dch ca VMS hn tt th tc chn thng tin hai chiu. b) Chn thng tin do khch hng yu cu ti cc ca hng, TTDVKH, BHTT: K/h c th yu cu chn thng tin 1 chiu hoc 2 chiu ty nhu cu s dng Th tc nh qui nh chung Min ph KH thanh tn ht cc ca thng bo cc pht hnh gn nht (c cam kt tr ht phn cc cn li) hoc thanh tn ht cc n thi im tm kh. Thi gian chn ti a : 3 thng. Qu thi gian ny cng ty s n phng ct hu thu bao ra khi mng. Trng hp KH chn 1 chiu: KH vn phi thanh tn cc thu bao thng theo qui nh (66.000/thng). Trng hp KH chn 2 chiu: khng phi ng cc thu bao thng

 Ghi ch: Khch hng chn thng tin 1 chiu do khng c nhu cu s dng c th ng k dch v SMS ii, Ni li thng tin a) Ni li thng tin trong thi gian quy nh: - Th tc nh qui nh chung - ng ht n cc cn tn khi ct thng tin (nu c) - Min ph m li thng tin Lu : - Trong cc trng hp LTT yu cu m li thng tin khi KH thanh tan cc, nu qu 10 ngy k t ngy m thng tin m KH vn cha thanh tn P.TTCP chn li v bo co vi lnh o. - M thng tin khi khch hng khiu ni khng nhn c thng bo cc, khng c nhn vin n thu cc, hoc thanh tan nhng cha c m .... ACE m li thng tin, bo danh sch cho PTTCP phng TTCP theo di, v chn li thng tin nu sau 3 ngy m khch hng vn tip tc khng thanh tan. - Trng hp KH b chn thng tin 2 chiu thanh tan ht cc n nhng yu cu khng m thng tin do khng c nhu cu hoc ng tn h ...KH in v k tn vo phiu yu cu thay i dch v TD Thc hin nghip v tm kha b) Ni li thng tin khi thu bao ct hy. - Ni li thng tin khi thu bao ct hu (do n cc, do tm kha qu hn, do KH yu cu ct hy) - Thanh tn ht cc khon n c (nu c) - K li hp ng mi, cam kt s dng dch v t nht trong 6 thng lin tc - Khi n lm th tc khi phc li, khch hng (ch c) phi xut trnh cc giy t sau (Hp ng cung cp v s dng dch v thng tin di ng MobiFone c (nu c), Bn thanh l hp ng (nu c). Nu khch hng khng cn hp ng cung cp v s dng dch v TTD th phi xut trnh cc giy t khch nh CMND, bn sao h khu chng minh khch hng s dng dch v MF. - Cc h mng: khch hng phi tr tu thuc vo thi gian k t ngy chm dt hiu lc hp ng n ngy khi phc s dng li dch v. C th nh sau: T 06 thng tr xung: c min cc h mng theo qui nh hin hnh, c gi s thu bao Trn 06 nm n 1 nm: c min cc h mng theo qui nh hin hnh T 01 nm n 1.5 nm c gim 50% ph h mng v min ph m my Trn 1,5 nm n 2 nm: c gim 30% cc h mng v min ph m my Trn 2 nm: Phi tr 100% cc h mng nh ng k mi .1.2.3 Thay i dch v GTGT, a im thanh tn - Th tc: theo qui nh chung. - in y thng tin v k vo phiu yu cu thay i dch v . - Ph ng k: Min ph (FAX, DATA v Voicemail sau 2 thng KH khng s dng s b ct dch v) - Tin t cc: Khng c (tr dich vu roaming quc t p dng t cc 5 triu ng cho i tng c nhn thanh tn bng tin mt. Tin c cc s c hn tr cho KH sau 1 thng k t ngy KH ct dch v chuyn vng Quc t v thu bao ang trong tnh trng bnh thng, khng b chn do N cc) .1.2.4 Th tc ngh tnh thu sut 0% i vi Doanh nghip thuc KCX

i, i vi thu bao mi: Ging nh quy nh i vi thu bao ha mng mi, i tng l Doanh nghip thuc KCX. ii, i vi thu bao c: - Giy php u t do B K hoch v u t hoc Ban qun l KCX ti tnh, thnh ph cp vn cn hiu lc hoc l bn sao c cng chng hoc xc nhn ca Bn l KCX. - Bn sao Giy php u t c cng chng hoc xc nhn khng qu 3 thng tnh n ngy ha mng. - Cng vn ngh tnh thu sut 0% coc thng tin di ng (Theo mu nh km) iii, i vi thu bao trc y ang c gim nhng sau c quy nh khng c gim thu, th hin nay KH khng cn phi lm th tc gim na m s c t ng khu tr (kim tra d liu: Loi thu bao EXP) .1.2.5 Chuyn ch quyn i, Pha chuyn ch quyn (ch c) - C nhn: Mang theo CMND, ng ht cc, k vo bn thanh l hp ng, bin bn chuyn ch quyn. - Ngi i thay: C CMND ca ngi i thay, giy u quyn c xc nhn ca chnh quyn a phng ghi r ni dung chuyn ch quyn v s my - Cng ty: Cng ty ng du, k tn vo bn thanh l hp ng v bin bn chuyn ch quyn, hoc ngi i lm th tc phi c CMND v giy gii thiu ca cng ty vi ni dung CCQ v s my c th. ii, Pha nhn chuyn ch quyn (ch mi ) - K vo bin bn chuyn ch quyn. - Lm th tc ha mng nh mt thu bao mi. - Ph dch v: 50.000 - Thu simcard c, cp 1 sim card mi, Nu khng np li sim c th thu SIM 16k: 25.000, SIM 64k: 50.000 (sim 2 s 100.000) Lu : - Thi gian ct thng tin cp nht ht cc ca ch c: Cc ngy u thng, th by,CN, hoc ngy khng xem c cc nng th c th hn KH ngy hm sau. Ch c s phi thanh tn ht cc n thi im chuyn ch quyn v chuyn sang cho ch mi. - Thu bao ang tm kh (khng do n cc) chuyn ch quyn khng cn lm th tc m li thng tin. - Trng hp khch hng mun chuyn ch quyn nhng ch thu bao c mt, i nc ngi, cng ty gii th, thuyn chuyn cng tc khc ...Ch mi c giy t php l chng minh v vic khng th lin h vi ch c, cung cp ha n thanh tan cc 3 thng gn nht, lit k cc s gi ...., vit cam kt v thc hin th tc nh mt thu bao mi. - Thu bao i nc ngi, i t chuyn ch quyn phi c xc nhn ca c quan cng an, ngi yu cu c CMND + h khu + cam kt chu trch nhim nu c khiu ni. - Ch thu bao cht phi c giy t chng t vic ny (h khu x tn vi l do cht, giy chng t, n xin mai tng, phiu khm nghim t thi..) ngi yu cu c CMND + h khu + cam kt chu trch nhim nu c khiu ni. - Trng hp trc y nh ngi khc ng tn h, nay c nhu cu ng tn thu bao: ngi yu cu c CMND + h khu + chng t chng minh ch my (3 h n thanh tn cc, s chi tit...) + cam kt chu trc nhim nu c khiu ni. - Trong trng hp thu bao tr trc chuyn sang thu bao tr sau c min gim cc tip mng phi s dng t nht lin tc 6 thng, Nu KH c nhu cu chuyn ch quyn khi cha s dng ht 6 thng cam kt th c th chuyn c nu KH mi phi cam kt sd t nht ht 6 thng ca ch c cam kt (CV 1019/BHM ngy 13/10/2004) .1.2.6 i tn thu bao i, Quy nh chung.

- KH i tn thu bao phi k kt li b hp ng mi, ghi r loi hp ng i tn v gi nguyn SIM Card - KH i tn thu bao gi nguyn m KH (m tnh cc) trn h thng tnh cc v qun l KH v KH mi chu trch nhim thanh toan tn b cc ph pht sinh bao gm c cc ca KH c (nu c) - Hp ng i tn thu bao c lm thnh 2 b: 1 b giao cho KH, 1 b np v t u ni h s ng thi hn qui nh i vi hp ng thu bao pht trin mi - H s hp ng i tn c lu gi cng hp ng thu bao c cho n khi thu bao hu khi mng ii, i tng p dng. - KH l t chc: DNNN, n v hnh chnh s nghip, doanh nghip t nhn, Cty TNHH, Cty c phn, vn phng i din, Cty 100% vn nc ngi, Cty lin doanh v v ... c nhu cu thay i tn doanh nghip do thay i thnh phn, c cu v v ...c th hin trn quyt nh ca c quan nh nc c thm quyn - KH l c nhn: L KH thc t ang s dng s thu bao nhng ng tn trn hp ng l KH khc nay c nhu cu i tn thu bao cho mnh iii, Th tc i tn thu bao. - TH i tn thu bao t t chc ny sang t chc khc: C quyt nh i tn t chc mi ca c quan nh nc c thm quyn. C y giy t theo qui nh nh TH pht trin thu bao mi. - Khng thu ph chuyn i tn thu bao - TH i tn thu bao t t chc sang c nhn: C giy chng nhn t chc ng tn gii th ca c quan nh nc c thm quyn hoc giy t chng nhn KH c nhn ang s dng thu bao v t chc cho php chuyn i tn thu bao C y giy t theo qui nh nh trng hp pht trin thu bao mi - Khng thu ph chuyn i tn thu bao - TH i tn thu bao t c nhn sang c nhn hoc t chc: C bn cam kt chu trch nhim trc php lut nu c s khiu ni ca ch thu bao c v chu trch nhim thanh tn tn b cc ph pht sinh bao gm c cc chuyn t ch thu bao c C y giy t theo qui nh nh TH pht trin thu bao mi - Thu ph chuyn i tn thu bao bng ph chuyn ch quyn Lu : KH khng b gin on thng tin lin lc nh khi thc hin chuyn ch quyn .1.2.7 Chuyn vng ng k Th tc: theo qui nh chung Thanh l hp ng s c chuyn vng sang TT mi Thanh tn ht cc K hp ng vi vng mi chuyn n nh mt khch hng mi c cp mt s mi v Simcard ca vng mi chuyn n c min tin cc h mng .1.2.8 Th tc chuyn hnh thc t tr sau sang tr trc Lm th tc thanh l hp ng dch v tr sau chuyn sang dch v tr trc, c s dng s c Thanh tn ht cc khon cc s dng Khch hng khng c tr li ph h mng MF Khch hng c cp mt th sim min ph, ch mua th co np vo .1.2.9 Thay SIMCARD

 trc)

Th tc theo qui nh chung Lit k 5 s in thoi gi i trong 02 thng gn y nht (i vi thu bao tr

in vo phiu thay i thng tin ng ph thay sim Thay sim trong vng 6 thng: Nu h do nh sn xut: thay min ph Nu h do khch hng (rt nc, chy, b gy, try st...):SIM 16k: 25.000, SIM 64k: 50.000, SIM 2 s: 100.000 Thay sim sau 6 thng: SIM 16k: 25.000, SIM 64k: 50.000, SIM 2 s: 100.000, SIM EZ: 100.000 Lu : Khch hng mun tch t SIM 2 s thnh 2 SIM thng s phi tr 2 SIM theo gi hin hnh .1.2.10 i s thu bao - Khch hng c i s vi iu kin khng thay i d liu thu bao (ch thu bao, CMND,HK, GPKD ...) - KH lm phiu ngh i s v c lnh o TT duyt - Khch hng k li hp ng mi (ghi r H i s t s TB ....sang ...) - Khng thay Simcard v min cc ha mng (Trng hp khch hng c nhu cu thay sim th thu theo trng hp gi bn simcard thay th Sim 16k: 25.000, SIM 64k: 50.000) - Ph i s: 50.000 .1.2.11 Ct hy i, Ct hy trong vng 5 ngy k t ngy ha mng - Khch hng lm th tc thanh l hp ng - Tr li simcard - c tr li ph h mng - Thanh tn tin cc s dng (bao gm cc khon cc thu bao tnh n ht ngy ct thng tin, cc gi v dch v ph.) Lu : Theo chnh sch th phi tr ph thu sim 23.000/ngy, nhng thc t cc ca hng hin ch tnh nh tin cc thu bao theo s ngy s dng). Khng c ch ny i vi thu bao tr trc ii, Ct hu sau 5 ngy do khch hng ht nhu cu s dng - Khch hng lm th tc thanh l hp ng. - Tr li simcard c - Thanh tn tin cc s dng - Khng c tr li tin tip mng - Khng p dng ch ny i vi thu bao tr trc iii, B ct hu do tm kh hoc b chn n cc qu hn - B ct hu do tm kh hoc b chn n cc qu hn (cng ty n phng thanh l H) - Thu bao tr sau MobiFone tm kh thng tin hai chiu (do yu cu hoc do n cc) qu 3 thng, nu khng ni li thng tin >> b ct hu ra khi mng. - Thu bao MobiCard, Mobi4U ht hn, b kh 2 chiu qu 92 ngy, nu khng tip tc np ti khon >> b ct hu ra khi mng. - Thu bao MobiPlay ht hn, b kha 2 chiu qu 30 ngy, nu khng np th vo ti khon hy ra khi mng .2

Thu bao tra trc

.2.1.

Quy inh chung. Khi nim v thu bao tr trc MobiCard Mobi4U MobiPlay MobiQ. L dch v tr tin trc, dng th ti khon: - C th thc hin cuc gi ngay sau khi kch hoat ti khon (900-901) - S tin trong ti khon s c tr ngay qua tng cuc gi i. - Ti khon ca thu bao c h thng IN (Intelligent Network) qun l MobiCard: Dch v Mobicard l dch v in thoi di ng tr tin trc ca cng ty MobiFone (Prepaid MobiCard Service), cung cp chnh thc t 14h ngy 1/10/1999, theo cng vn s 383/Q KHBH&M ngy 1/10/1999 . Mobi4U: Dch v Mobi4U l dch v in thoi di ng tr tin trc c tnh cc ngy ca cng ty MobiFone c cung cp th nghim t ngy 2/7/2002 v cung cp chnh thc t ngy 16/7/2002. Theo quyt nh s 2124/Q/PTDV-VT ngy 28/6 ca TG TCTy BCVT Vit Nam MobiPlay: Dch v MobiPlay l dch v in thoi di ng tr trc vi chc nng Gi/Nhn tin nhn v nhn cuc gi ca cng ty MobiFone c cung cp th nghim t ngy 17-6 n 31/8/2003. Theo quyt nh s 492/Q KHBH&M ngy 12/6/2003. MobiQ: Dich vu MobiQ la dich vu in thoai tra trc vi chc nng Mt s khi nim khc B trn gi ban u: Gm SIMCard np sn tin vo ti khon, phiu ng k s dng dch v v cc n phm qung co. Th np tin: L th c cha m s bo mt gm 14 s, dng np tin vo ti khon. Th c gi tr np mt ln duy nht, C nhiu loi th c nhng mnh gi khc nhau. Khi mua lu th khng b try xc, qu th hn s dng. Kch hot s dng: Cho SIMCard vo my in thoi di ng v gi n s 900 kch hot s dng ng thi bit c s in thoi v s tin trong ti khon. Thi hn s dng :L thi gian cho php mt thu bao c gi i v nhn cuc gi . Thi hn s dng c tnh t ngy ti khon c kch hot hoc np tin vo ti khon. Trc y khi khch hng ht tin s b ct chiu gi i nhng t ngy 20/07/2001 --> nay khch hng v ang c gi chiu gi i theo ng s ngy qui nh ty mnh gi th. Thi hn nhn cuc gi : L thi gian cho php mt thu bao ch nhn c cuc gi . Thi hn nhn cuc gi c tnh t khi th ht thi hn s dng Hn s dng ca th mnh gi: l mc thi gian m th mnh gi c gi tr np tin vo th sim, hn s dng c in r pha di mt sau ca th. Tuy nhin gii quyt cc th tn cho i l nn cng ty cha p dng trit nguyn tc ny. Cn lu cc thng bo v vn ny vo cc dp cui nm. Thi hn gi s: L khong thi gian cho php th simcard np c th co vo ti khon sau khi b ct hai chiu tip tc s dng. Hin nay thi hn gi s ca sim Mobicard, Mobi4U l 92 ngay, MobiPlay l 30 ngy. Nu qu thi hn trn Sim thu bao tr trc b kh hai chiu, th sim s b ct ra khi mng. Lu : - Khi thi hn gi i sp ht, h thng s thng bo KH np thm tin. - Trong thi hn nhn cuc gi KH vn c th gi 900 - 901, USSD np tin v 1090 hi thng tin. Li ch ca dch v tr trc - Kim st c ngn sch (tin np, cc s dng). - C th ch ng trong vic tm ngng hay tip tc s dng dch v. - Dch v a dng (VoiceMail hin s - SMS, GPRS). - Khng cc ph tip mng. - Khng ha n cc hng thng. - Khng ph thu bao thng.

Cc trng thi ca thu bao tr trc trong qu trnh hot ng - Valide: L trng thi thu bao c a vo khai bo trn h thng IN v HLR, sn sng kch hot. - Actif : L trng thi thu bao cn tin v ang hot ng trn mng ( gi 900 np tin) - Inact : L nhng thu bao ht hn s dng gi i , nhng vn cn thi hn nhn cuc gi. - Deact : L nhng thu bao ht thi hn gi s, nhng cha b x khi h thng IN. - Notfound : Nhng thu bao qu thi hn gi s, b x ra khi h thng . Lu : Hin nay h thng ch ghi nhn c thi hn gi i v thi hn nghe ca khch hng ti a l 99999 ngy bng khong274 nm(p dng t 25.01.07), .2.2. Mt s quy inh khac. - Khi gi 900 np tin vo ti khon, sau khi nhp xong 14 ch s ca th co, khch hng khng cn bm thm bt c phm no trn my v tip tc nghe thng bao t h thng. - Nu np tin sai qu 05 ln: khch hng khng th t np tin vo ti khon xin vui lng lin h 18001090 c gip . - Vo ngy cui cng ca thi hn gi i (thu bao MobiCard Mobi4U), khi thc hin cuc gi Qu khch nghe thng bo thi hn s dng ht, gi i xin vui lng np thm tin. Trong trng ny, cuc gi ca Qu khch vn c thc hin sau thng bo trn. Qu khch vn thc hin cuc gi ht ngy hm (nu ti khon vn cn tin). - Trong trng hp khch hng thc hin sai cu lch, khi chuyn i dch v gia MobiCard Mobi4U MobiPlay s nhn c thng bo hng dn chuyn i dch v ca h thng thao tc li. - Cc trng hp thu bao kha mt hoc hai chiu sau khi np th, h thng s t ng m chiu nhn cuc gi v dch v gi tin nhn (thi gian khong 15 20 pht). + Chn mt my: Khch hng c th bo mt my kha ti khon (qua i 1090 hoc cc CH) + Khng c chnh sch tr li tin cho khch hng sau khi khch hng mua b trn gi. .2.3. Nguyn tc tinh cc Cc cuc gi trong nc: Tnh block 6s + block 1s tip theo. Phng thc tnh cc: block 6s + block 1s cho thi gian lin lc tip theo cuc gi cha n 6s c tnh l block 6s. i vi cc cuc gi trn 6s, 6s u c thu cc 6s, thi gian tip theo c tnh cc theo mi block 1s, phn l thi gian cui cng ca cuc gi cha n 1s c lm trn thnh block 1s. Cc thu bao khng trn thng: Cc thu bao khng trn thng = cc thu bao thng /30 ngy * s ngy s dng Cc gi quc t. Cc gi quc t = cc IDD/VOIP Cc IDD v VOIP c tnh theo nguyn tc: block 6s + 1s tip theo. Cc gi bn, gi ri. Cc gi gi bn: Cuc gi bt u t gi bn v kt thc vo gi ri th tn b cuc gi c tnh theo gi bn. Cc gi gi ri: Cuc gi bt u t gi ri v kt thc vo gi bn th tn b cc cuc gi c tnh theo gi ri. Cc chuyn vng quc t. Cc CVQT = Cc gi ra + Cc nhn cuc goi + Cc dch v ph + ph qun l Trong ph qun l = 15% cc pht sinh = 15% (Cc gi ra +cc nhn cuc gi + cc dch v ph).

Cc nhn cuc gi: - Cc nhn cuc gi khi CVQT = Cc quc t(1) + Cc nhn cuc gi(2) (nu c) + Ph qun l - Cc quc t ca Vit Nam ti nc ca i tc chuyn vng, p dng theo bng cc quc t hin hnh. - Cc nhn cuc gi do mng khch quy nh (nu c): ch p dng i vi nhng mng di ng tnh cc hai chiu i n nh Singapore Telecom, Hong Kong Telecom Cc thc hin cuc gi: Thu bao MobiFone chuyn vng khi thc hin cuc gi s c coi nh mt thu bao ca mng khch v tun theo nguyn tc tnh cc ca mng khch quy nh. Nguyn tc tnh cc kt ni cuc gi: Cuc gi kt ni c tnh cc ngay t giy u tin. Cuc gi truy nhp dch v 1260, 1268, 1269 (dch v truy cp Internet qua dial up) c thi gian lin lc t >=30 giy mi b tnh cc.

IV/ NGHIP V THANH TON CC PH

PHT HNH THNG BO CC Thi im in thng bo cc: vic in thng bo cc phi han tt trc ngy 05 hng thng theo th t u tin: khch hng thu qua ngn hng, kho bc, khch hng thu ti cc im thu cc ph ca VMS v khch hng ng k thu ti nh. Thng bo cc (TBC) chm nht n ngy mng 8 hng thng s c gi n a ch m khch hng yu cu. (iu 4 Thanh ton cc ph trong Hp ng cung cp v s dng dch v in thoi di ng). o i vi khch hng thanh ton qua Ngn hng, Kho bc: Chuyn U nhim thu (UNT) ra Ngn hng, trong b UNT c 04 t UNT + 01 t TBC (nu khch hng m ti khon thu qua Ngn hng) hoc 06 t UNT + 01 t TBC (nu khch hng m ti khon thu qua Kho bc); cn chi tit cuc gi gi trc tip ti khch hng qua Bu in (Ch khng gi TBC n khch hng) o i vi khch hng thanh ton ti cc im giao dch thu tin ca VMS : Ch yu gi qua Bu in. (Mt phn nhn vin thu trc tip chuyn TBC cho khch hng). o i vi khch hng thanh ton ti nh: cc t thu trc tip bo pht 100% theo a bn . Trong trng hp khch hng khng nhn c TBC: o Khch hng c th lin h 145, hoc cc ca hng ca Mobifone c gi hoc Fax li thng bo cc o Trng hp khch hng khng thng bo coi nh nhn c thng bo cc, v phi thanh ton ng thi hn o Trng hp nhiu ln khch hng khng nhn c, c th yu cu nhp phn nh KH vo danh sch bo pht (Bo pht Thanh ton cc ph) o Cc trng hp pht hnh li TBC u c ghi ch BN SAO Gi km thng bo cc: chi tit cc (trng hp khch hng c ng k dch v in chi tit), cc t ri khuyn mi, thng bo ca Trung tm (ty theo tng thi im) IN CHI TIT CC Khch hng ng k dch v in chi tit ti cc ca hng hoc i l CMF khi ho mng thu bao mi hoc khi thay i thng tin trong hp ng. Khch hng c th in chi tit trn mng qua dch v MobiPortal. KH c th in chi tit bn k thng pht hnh h n ti cc ca hng :

Thu bao c nhn : ch thu bao mang CMTND ra ca hng (Trng hp i thay phi c giy u quyn ch thu bao mang CMND ra ca hng ) Thu bao Cng ty : Mang giy gii thiu Cty ng du k tn v CMT ca ngi gii thiu Lu : vic in chi tit cc trc thi im hin ti 03 thng ch thc hin khi c khiu ni, khch hng cn lm n xin ph duyt . THANH TON Thi hn thanh tn trc ngy 20 hng thng, Sau ngy 28 hng thng, nu cha thanh thanh tn Cty s tm kh chiu gi i. Sau ngy 28 thng sau khch nu khch hng cha thanh ton y cc khon cc ph, cng ty s kha c 2 chiu (chiu gi I v chiu gi n) Khch hng c th thanh tn cc bng cc hnh thc: 1. Thanh tn trc tip 2. Thanh tn qua ngn hng 3. Thanh tn qua th tn dng ATM 4. Thanh tn ti nh THANH TON TRC TIP Khch hng s thanh tn cc ph trc ngy 20 hng thng ti ca hng, ti cc im thu cc, i l CMF. Ti cc im thu, ca hng c ni mng trc tip khch hng sau khi thanh tn cc s c m t ng ngay ti ca hng. Ti cc im thu cc, ca hng ca VMS khng ni mng: sau khi thu cc ca khch hng s lp phiu yu cu ni li thng tin, fax v t qun l nghip v hoc t u niCSKH ni li thng tin cho khch hng. i vi cc im thu, cc i l CMF cc tnh : sau khi thu cc s thng bo v cho ca hng MobiFone ti tnh m cc cho KH. i vi cc trng hp khch hng Trung tm khc thanh tn ti ca hng, im thu cc: cng thc hin theo ng quy trnh cho thu bao thanh tn ng Trung tm. Lu : Khch hng c th thanh tn bng tin mt, th tn dng, ngn phiu hoc sc - Trng hp tr bng ngn phiu cn thi hn s dng hoc ngy ht hn phi trng vi ngy nghn hng n thu ti ca hng. - Trng hp tr bng sc: + thi hn s dng ca t sc l 10 ngy k t ngy pht hnh. + s tin bng ch v s tin bng s phi khp vi s tin khch hng thanh tn + Sc phi c ch k ca ch ti khon + Tn ngi nhn sc: trung tm thng tin khu vc I THANH TON QUA NGN HNG 1.Thanh ton bng hnh thc u nhim thu khng ch chp thun 2.Thanh ton bng y nhim chi Thanh tn bng hnh thc nh thu o Khch hng phi ng k y nhim thu khng ch chp thun ti ca hng. o Thng bo cc c gi v ngn hng, ni KH c m ti khon. Khi nhn c TBC ca MobiFone (t NH Ngoi thng chuyn qua) ngn hng ni khch hng m ti khan s tin hnh chuyn tin sang Ngn hng Ngoi thng ca Trung tm 1. o Khng p dng hnh thc thanh tn y nhim thu cho khch hng t nhn, h kinh doanh, doanh nghip t nhn, cng ty TNHH, cng ty c phn t nhn, cng ty hp

danh (p dng t ngy 17/12/2004 Cng vn 403/TTCP ngy 15/12/2004 Trung tm 1). Lu : Sau khi ghi nhn KH chuyn khon, T qun l nghip v s tin hnh in v gi h n GTGT c th VMS cho khch hng bng ng th bo m, EMS hoc giao cho nhn vin thu cc chuyn trc tip n a ch m khch hng yu cu. Trng hp KH b tht lc h n VAT, c th yu cu gi li bn pht h n gc c ng du treo ca Trung tm thng tin di ng KV I Thanh tn bng y nhim chi o VMS gi thng bo cc v a ch thanh tn ca KH. o Khch hng lm th tc chuyn khon (ra u nhim chi). o Ngn hng s tin hnh chuyn tin t TK ca KH sang TK ca Trung Tm I ti Ngn hng Ngoi thng. o T qun l nghip v - TTCP sau khi nhn c chng t thanh tn, cp nht s liu trn s ph theo ng cc m s thanh tn ca khch hng, in Ha n GTGT thanh tn cc c gi bo m hoc bng EMS v a ch khch hng. o Khch hng ghi y nhim chi phi ghi r cc s thu bao, s ti khon Lu chung : o KH ng k hnh thc nh thu ti ca hng MobiFone thng ny th thng sau mi thanh tn bng hnh thc ny c. o Khi KH l i tng c Nh nc cp hn mc kinh ph ngn sch thanh tn : s tin KH s dng nu ln hn hn mc cho php, nu khng thanh tn vn c th b chn chiu i do n cc nh cc thu bao khc. o KH thanh tn bng hnh thc nh thu khng nm trong lch chn cc hng thng ca MobiFone. Nhng KH ny nu khng thanh tn, T gch n s lm phiu yu cu chn l. o KH thanh tn bng hnh thc y nhim chi nu khng thanh tn ng hn vn b chn cc theo ng lch chn quy nh. THANH TON BNG TH ATM KH m ti khon ATM ti Ngn hng ngoi thng Vit Nam Thanh tn hng thng ti cc my my ATM ca Ngn hng ngoi thng (24/24h t ngy 20/10/2004) T h n hng thng s gi h n hng thng v a ch thanh tn ca KH. Cc bc thanh tn qua th ATM o Bc 1: Cho th vo my o Bc 2: Chn ngn ng (chi tit) o Bc 3: Nhp m PIN (chi tit) o Bc 4: Chn Thanh Ton ph dch v (chi tit) o Bc 5: Chn Mobifone VMS (chi tit) o Bc 6: Chn VMS KV1 v nhp s th t (chi tit) o Bc 7: Kim tra v iu chnh s in thoi (chi tit) o Bc 8: Kim tra vo iu chnh s tin (chi tit) o Bc 9: Xc nhn thng tin ln cui (chi tit) o Bc 10: Giao dch thnh cng v rt th ra khi my THANH TON TI NH Dch v thu cc ti nh ng k ti cc ca hng ca VMS-MobiFone hoc lin h trc tip cc t thu trc tip

Hng thng sau ngy pht hnh thng bo cc nhn vin thu cc trc tip s n nh KH thu tin. Khi thu s xut ha n c th ca MobiFone (ghi bng tay). Lu : trng hp KH ng k thu ti nh thng ny th thng sau mi thuc danh sch thu

QUY TRNH CHN CC T NG Nhn tin nhc thanh ton cc Quy trnh v chn thng tin .2.4. 1. Nhn tin nhc thanh ton cc Giai on 1 : Nhn tin khi cc pht sinh pht hnh thng bo: Ch nhn cho khch hng cha thanh tn tin cc pht sinh, chu k c chia lm 02 ln nh sau: Ln 1 : Sau khi pht hnh thng bo Ni dung : VMS-MobiFone xin thng bo : cc ph in thoi di ng n ht thng ../. ca Qu khch lng. . Ngy nhn : t ngy 10 n ngy 15 hng thng (mi thu bao 01 ln). i tng : tt c cc thu bao Trung tm 1. Ln 2 : Trc khi chn thng tin mt chiu Ni dung : VMS-MobiFone xin thng bo : cc ph in thoi di ng n ht thng ../. ca Qu khch lng. ngh thanh tn trc ngy 28 thng . Xin cm n!. Ngy nhn : T ngy 21 n ngy 26 hng thng .(mi thu bao t nht 02 ln) i tng: khch hng cha thanh tn cc (tr khch hng VIP, khch hng thanh tn qua Ngn hng, Kho bc). Ni dung : Nu Qu khch cha thanh tn cc, ngh tr trc ngy 28/ thng .. Xin cm n!. Ngy nhn : T ngy 21 n ngy 26 hng thng i tng: khch hng b chn cc 01 chiu thng trc cha thanh tn cc. QUY TRNH V CHN THNG TIN i tng khng chn thng tin Tn b thu bao nghip v ca Tng cng ty BCVTVN, thu bao ca ban lnh o ng Nh Nc. Cc thu bao ang yu cu gii quyt khiu ni (ch p dng trong t/h cc n l phn cc ang ch gii quyt khiu ni, KH vn thanh tn y tin cc pht sinh khng lin quan n phn cc ang ch gii p) Thu bao nh thu qua Kho bc, Ngn hng (bng hnh thc u nhim thu khng ch chp thun) (hn n mng 5 thng sau). Thu bao thanh tn U nhim chi qua Ngn hng(hn n ngy cui cng ca thng) KH thuc i tng TB VIP (do lnh o ph duyt) Danh sch khch hng ngh chm chn thng tin (c Lnh o TT duyt) Thi gian chm chn thng tin khng qu 10 ngy.

Giai on 2: Trc khi chn thng tin 2 chiu :

i tng chm chn thng tin

i tng chn thng tin

Cc thu bao cn li khng thuc cc i tng nu trn vi mc cc pht sinh t 50.000 tr ln.

Thi im chn thng tin Lc 00h00 ngy 28 hng thng, ct lin lc 01 chiu ln 1 nu khch hng cha thanh tn cc Lc 22h00 ngy 28 hng thng, ct lin lc 02 chiu v ct 1 chiu ln 2 nu khch hng cha thanh tn cc 22h ngy cui cng ca thng chn vt (chn ln cui) nu khch hng cha thanh tn cc v khch hng thanh tn bng y nhim chi. Ngy mng 5 thng sau chn thanh tn qua Ngn hng bng UNT, KH thanh tn qua Kho bc. Ghi ch : lch chn 1 chiu, 2 chiu c th thay i ty theo yu cu ca Gim c Trung tm I. (VD : L, Tt, thng 02 hng nm hoc khch hng ang khiu ni )

Quy trnh x l KH s dng cc cao bt thng (Bo ) nh ngha Khch hng bo : L KH c mc cc s dng cao t xut trong mt thi gian ngn Khch hng s dng cc cao: L KH thng xuyn c mc cc s dng cao hng thng Thng bo cc bo : L TBC c pht hnh trc thi gian quy nh do KH c mc cc s dng cao t xut trong mt thi gian ngn.

Mc cc ng trc ti a : Trung tm 1: 4 triu Trung tm 2: 5 triu Trung tm 3: 3 triu

Mc cc bo : Trung tm 1: 3 triu Trung tm 2: 4 triu Trung tm 3: 2 triu

i tng c s dng trn mc cc ng trc Khch hng VIP( Danh sch do Gim c Trung tm ph duyt) Khch hng ng k thanh tn qua Kho bc, Ngn hng Khch hng thng xuyn s dng cc cao lin tc trong 06 thng tr ln v c lch s thanh tn cc y , ng hn.

Quy trnh x l Hng ngy, B phn theo di cc cao TTCP lc danh sch KH s dng trn mc cc quy nh

Gi in/ nhn tin thng bo cho KH v vic s dng cc cao t xut v mi KH thanh tn khi c nhn vin thu cc trc tip n thu. (Trng hp khch hng cc Tnh, c th yu cu khch hng ra ca hng cc Tnh thanh tn) Ni dung tin nhn : Cc TD ca Qu khch t ngy ----/-----n -----/---- l : ----, Qu khch vui lng thanh tn cc trc ngy--------------.Xin cm n. Ngy nhn : Khi pht hin thu bao c mc cc bo (bao gm c thu bao Roaming quc t). In thng bo cc bo , bn giao c nhn vin thu cc trc tip n thu tin. Trng hp cha n hn ngy thanh tn m KH bo tip tc s dng c cc pht sinh n gii hn mc cc ng trc ti a => thc hin chn thng tin 01 chiu (chiu i) (trc khi chn phI gi in thng bo trc cho KH) Trng hp hn n ngy thanh tn m KH khng n thanh tn => thc hin chn thng tin 01 chiu (chiu i) (trc khi chn phI gi in thng bo trc cho KH)

QUY NH V NI LI THNG TIN CC THU BAO N

1. Thu bao n b chn mt chiu 2. Thu bao n b chn hai chiu 3. Thu bao n cc hai chiu qu hn

Thu bao n b chn mt chiu, thu bao n b chn hai chiu (cn trong thi hn 06 thng k t khi b chn 02 chiu) Khch hng thanh tn ht n cc ti ca hng hoc qua cc hnh thc thu khc. S c khi phc li thng tin ngay ti cc im thu c ni mng. Lu : i vi cc im thu khng ni mng s fax ngay v T Qun l nghip v -P.TTCP m li, thi gian m li thng tin khng qu 30 pht (ngy thng v 120 pht ngy cao im). Thu bao n cc hai chiu qu hn (qu 06 thng k t khi b chn 02 chiu, mun ni li thng tin) KH phi thanh tn ht cc n. K li Hp ng v ng cc ha mng. Cc h mng c tnh t ngy chm dt hiu lc ca Hp ng c n ngy khi phc s dng li dch v a. T 6 thng tr xung b. Trn 6 thng n 1 nm c. Trn 1 nm n 1,5 nm d. Trn 1,5 nm n 2 nm e. Trn 2 nm Min cc ha mng, gi s thu bao Min cc ha mng. Gim 50% cc ha mng. Gim 30% cc ha mng. Tr 100% ph ha mng

V. NGHIP V CHM SC KHCH HNG

Chm sc khch hng ngy nay tr nn ph bin trn ton th gii. Mc ch ca doanh nghip l to dng khch hng. Khch hng mang li li nhun cho cng ty. Doanh nghip ch tn ti da vo khch hng ca chnh n m thi. (Peter Drucker) im thit yu u tin mt doanh nghip cn lm trong vic to ra s tho mn cho khch hng l nhn thc c rng c khch hng chnh l c doanh nghip v doanh nghip cn xc nh r quan im v khch hng ca mnh: Khch hng l ngi quan trng nht i vi Cng ty

Khch hng l ngi tr lng cho cn b cng nhn vin Khch hng khng ph thuc vo cng ty. H c quyn n, li hoc t b cng ty, tu thuc vo cch h c i x nh th no. Bi v khch hng b iu khin bi nhu cu v mun ca h. Nu doanh nghip no c ci m h cn- thi im v vi gi c ng n-h s la chn kinh doanh vi cng ty . Cn sau h c quay li vi cng ty ny hay khng li l chuyn khc. Khch hng l l do cn b cng nhn vin trong cng ty c vic lm. Khch hng cn l ngi qung co tuyn truyn v gii thiu sn phm ca doanh nghip cho nhng ngi khc, l ngi tnh nguyn gip doanh nghip m rng th trng ca mnh nu h c n tng tt v ngc li h s lm thu hp th trng ca doanh nghip nu h c n tng xu. Mt s nguyn l chm sc khch hng "C mt nghn l mt cch thc khc nhau" thc hin chm sc khch hng c hiu qu. Cch ni ny va phn nh tnh a dng phong ph va phn nh tnh linh hot, sng to trong vic phc v khch hng. Trn thc t, c th thy rng, nhng doanh nghip khc nhau, vi nhng loi sn phm/dch v khc nhau v do l nhng khch hng khc nhau, trong hon cnh thi gian, khng gian khc nhau... s c nhng cch thc phc v, chm sc khch hng khc nhau. Bi th, chm sc khch hng c coi l ngh thut. Nhng cho d cng vic chm sc khch hng c tnh cht ngh thut n u th n cng cn tun th mt s nguyn l c bn: (1) Chm sc khch hng bao gm nhng cng vic phc v khch hng khng phi theo mun ch quan ca nh cung ng m theo cch thc khch hng mun c phc v v phi c ci tin mt cch thng xuyn (2) Cc cng vic phc v, chm sc khch hng cn phi c gng vt qua c s mong i ca h (d ch l cht t). Lm nh vy l to nn n tng tt cho khch hng v do c th gi c h. Nhng kt qu nghin cu ch ra rng: cc khch hng khng c tho mn s tm n ch khc ngay khi h c th v hn th na h c th ni xu v cng ty vi rt nhiu ngi khc. (3) Cn bit coi trng nhng khch hng b i v hy c gng ginh li h. Cc kt qu nghin cu cng cho thy rng "s phc hi" s to c nhng khch hng rt trung thnh vi cng ty. (4) Cch thc cn phi i x vi khch hng: Khch hng l mt ngi nh tt c chng ta. Hy i x vi khch hng nh cch chng ta mun h i x vi chng ta. Khch hng gi cho doanh nghip khi h c vn cn c gip . Hy kin nhn, lng nghe, lun th hin s vui v trong nh mt v ging ni Khch hng lun ng. Khng c thng khch hng bng l m phi dng tnh cm khch hng nhn ra ci l. Ch ha nhng g doanh nghip cho l chc chn v khng ha nhng g m doanh nghip khng chc chn hoc khng lm c. Phng thc chm sc khch hng Vi nhng nguyn l c bn trn, trn thc t, ngi ta tng kt c kh nhiu phng thc, bin php phc v khch hng vt qu s mong i lm hi lng h: (1) Bit giao tip v ng x mt cch thn thin v tt p vi khch hng. y, vic giao tip ng x khng ch gii hn thi n tip, tip i khch hng mt cch lch s m cn bao hm c hnh vi v nng lc ca ngi phc v. Ngoi ra, vic giao tip ng x tt vi khch hng cn bao hm c vic sn sng gii p v gii quyt c hiu qu nhng thc mc, than phin, nhng bc dc ca khch hng (2) Bit s dng c hiu qu nhng sn phm i km, nhng mn qu min ph, nhng li khuyn hay ch dn chn thnh m bo khch hng s dng sn phm mt cch

thun li nht. Chng hn, a hoc tng dng c i giy cho khch hng mua giy, trao cho khch hng vi ci ko hnh tri tim cng t bin lai v.v... (3) Sn sng to thm nhng thun li cho khch hng. Chng hn, mang ra xe gip cho khch hng, p ng li khch hng khi h c yu cu khn cp, ko di thi gian phc v khi khch hng cn, to cho ni lm vic v giao dch vi khch hng khng b cn tr v.v... (4) Duy tr mi lin lc thng xuyn vi khch hng v m bo khch hng c y thng tin hng dn, s dng sn phm/dch v. Chng hn, n thm ving khch hng, gi in thoi, gi thip chc mng nhn dp nm mi v.v... (5) Theo di cc m bo v thc hin nhng li ha, nhng cam kt vi khch hng. Ni tm li, cn phi bit gi c nhng khch hng trung thnh nh nhng sng kin ci tin khng ngng v nh c lng tt ca nhng ngi phc v nng cao cht lng dch v, phc v khch hng, iu kin tin quyt l nhng nhn vin phc v phi c nhng phm cht v k nng nht nh: (1) Hiu bit r v sn phm/dch v s cung ng cho khch hng v c th a ra nhng li khuyn ng tin cy (2) C phong cch lm vic d chu, thn thin, trung thc v tht th. (3) Lm vic c hiu qu (4) Lng nghe v chiu theo nhng mong mun ca khch hng (5) To n tng rng khch hng l quan trng nht i vi h Ni dung hot ng chm sc khch hng Song song vi mc cnh tranh ngy cng gia tng trn th trng, ni dung cc hot ng chm sc khch hng m cc cng ty a ra cng ngy cng phong ph a dng. Tht kh c th lit k v phn loi cc hot ng r rng, chnh xc. Mt cch tng i, c th phn chia chng theo cc yu t lm tho mn khch hng. C th gm: Cc hot ng mang li s thun tin Cc hot ng lin quan ti yu t con ngi Cc hot ng chm sc khch hng khc Cc hot ng mang li s thun tin nh chn a im bn hng, b tr ni bn hng thch hp, gi m ca ph hp vi thi gian ca khch hng; giao hng n tn nh cho khch hng quen; iu kin i hng n gin; chp nhn nhiu hnh thc thanh ton; b tr mt ng dy nng khch hng c th hi p hay yu cu t vn 24/24h; xy dng mt trang Web gip khch hng tm hiu v sn phm, t hng, thanh ton, thay i n t hng ngay nh. Tt c cc hot ng ny u to iu kin cho khch hng d dng n vi sn phm, vi nh cung cp, thun li trong mua bn v tiu dng sn phm. Cc hot ng lin quan n yu t con ngi th hin qua k nng, trnh , thi , hnh vi ca cc nhn vin. S am hiu tng tn v cng dng, chc nng, c tnh, cch s dng ca sn phm; thao tc thun thc khi cung cp dch v, thi nim n, thn thin khi tip xc tt c cc hot ng ca nhn vin u tc ng tch cc n khch hng. Chng lm cho khch hng c cm nhn tt hn v cht lng sn phm, dch v v cm thy c coi trng. iu s khin h hi lng. Ngoi cc hot ng em li cho khch hng s thun tin v cc hot ng lin quan ti yu t con ngi, chm sc khch hng cn bao gm rt nhiu hot ng khc. Chng hn tng qu, hi thm nhn nhng dp c bit, t chc hi ngh khch hng theo nh k, gi mu sn phm mi khch hng dng th Cc hot ng ny nhm tng cng mi quan h thn thit vi khch hng khch hng bit rng h c quan tm mi lc, mi ni. Mc ch ca cng tc dch v khch hng: - Tng s thu bao mi, y l mc tiu ln m bo s tn ti v pht trin ca Cng ty. - Gim thu bao ri mng, cng quan trng khng km vic pht trin thu bao mi, khch hng chung th s to iu kin cho Cng ty hot ng kinh doanh n nh. Khch hng ri mng

do cht lng dch v km h s phn nn vi nhiu ngi khc, iu s lm nh hng ti uy tn v hnh nh ca Cng ty. Tng thi gian s dng dch v ca khch hng, khch hng la chn v chp nhn s dng dch v chng t ta lm tt cng tc dch v khch hng. Gim s tin cc tht thot, m bo vic kinh doanh c li.

BIN PHP THC HIN CNG TC CSKH CA TRUNG TM THNG TIN DI NG KVI 1/ Phng Chm sc Khch hng: - Ch tr xy dng v trin khai cc chng trnh CSKH trong nm 2002. - Ch tr t chc cc chng trnh tp hun nghip v chm sc khch hng cho GDV trong ton Trung tm. - Thc hin v kim tra cc qui trnh nghip v ti n v mnh. - nh k hng thng t chc cc bui hi tho hun luyn nghip v v k nng cho GDV tr li khch hng. - Phi hp vi cc phng KH-BH&M, phng TTCP t chc kim tra thc hin cc qui trnh nghip v, vic trin khai nghip v CSKH ton Trung tm. - Hng qu tng hp nh gi tnh hnh CSKH trong ton Trung tm v xut cc bin php thc hin vi Gim c Trung tm. 2/ Phng K hoch Bn hng & Marketing: Tng cng cng tc kim tra v gim st vic thc hin cc qui trnh nghip v ti n v mnh. Tng cng cng tc qun l v kim tra gim st cc i l m bo cc chnh sch ca Cng ty, Trung tm c thc hin v cung cp kp thi cho khch hng. T chc cc kho o to v nghip v, k nng giao dch vi khch hng cho GDV nhm nng cao cht lng ca GDV theo yu cu ca quyt nh s 95/Q-KH-BH&M ra ngy 25/1/2002 ca Gim c Cng ty. Phi hp vi cc n v lin quan kim tra vic thc hin cc qui trnh nghip v ton Trung tm.

3/ Phng thanh tn cc ph - m bo qui trnh chn ct v ni li thng tin cho khch hng n cc chnh xc, kp thi, ng i tng. - Tm bin php t chc vic gi thng bo cc ti khch hng kp thi v y . - Tng cng cng tc kim tra gim st vic thc hin cc qui trnh nghip v ti n v mnh. - Thng xuyn t chc o to, kim tra nghip v k nng giao dch cho nhn vin thu cc. 4/ Phng tin hc tnh cc - Xy dng cc chng trnh tin hc h tr cc im giao dch, t TLKH phc v cc chng trnh khuyn mi, cung cp s liu gii p cc thng tin v gii quyt khiu ni kp thi. - Phng THTC trin khai chng trnh CBC2000 ti cc im giao dch ti cc Tnh ph hp vi iu kin v tnh cht lm vic ca cc Tnh. - Nng cp cc chng trnh CBC2000, PPS2000 m bo u ni thu bao nhanh, tnh cc cho cc thu bao MobiFone - MobiCard chnh xc, n nh. 5/ Phng K thut Khai thc v i GSM:

Cung cp thng tin kp thi v tnh hnh mng li, v cc dch v mi cc im giao dch v t TLKH hng dn khch hng s dng dch v v gii quyt khiu ni. iu hnh, x l nhanh cc khiu ni, phn nh ca khch hng v cht lng mng li, dch v gia tng vv... Nng cp chng trnh Phn nh khch hng v trin khai ti tt c cc im giao dch trn ton mng.

MT S CHNG TRNH CHM SC KHCH HNG ANG THC HIN * CHNG TRNH CHM SC KHCH HNG "KT NI DI LU" 1. I TNG CHNG TRNH Khch hng MobiFone tr sau v tr trc 2. NI DUNG CHNG TRNH Cc hi vin s tch ly im da trn s tin s dng nhn cc gii thng ca Chng trnh. * Tiu ch tnh im: im thng da vo s tin Hi vin s dng dch v ca VMS-MobiFone: s im s c tnh da trn s tin np vo ti khon hoc cc pht sinh c ghi trn thng bo cc (s tin trc khi tr cc khon khuyn mi). im thng cho khch hng c nhiu thu bao. im thng cho s nm s dng dch v ca khch hng. im thng cho cc dp c bit nh ngy sinh nht khch hng, ngy thnh lp Cng ty. im tr nu b kh mt chiu, hai chiu (do n cc hoc do khch hng yu cu).

* T l quy i im: TT Tiu ch n v tnh Thu bao 100.000 Thu bao S im quy i 5 im 1 im 5 im Thng 1 ln/nm cho khch hng c t 3 thu bao tr ln Ghi ch Thng duy nht 1 ln

Thng khi ng k tr 1 thnh Hi vin chng trnh Thng cc pht sinh 2 hng thng Thng cho Hi vin l 3 khch hng c nhiu thu bao Thng nhn ngy sinh 4 nht Thng cho thi gian s 5 dng dch v Tr im do kho mt 6 chiu Tr im do kho hai 7 chiu Cc quy nh v tnh im:

Ngy sinh 5 im nht

Thng 1 ln/nm vo ngy sinh nht Ch thng cho khch hng s Nm 5 im dng dch v 3 nm tr ln (k c kho do n cc hoc Ln kho 5 im kha do yu cu) (k c kho do n cc hoc Ln kho 10 im kha do yu cu)

- im c tnh k t thi im Hi vin ng k tham d chng trnh.

- im c tnh da trn s thu bao (MSISDN). i vi Hi vin l khch hng c nhiu thu bao th s im s c tnh cho tng thu bao n thuc khch hng . - Phn cc pht sinh l ca khch hng <100.000 s c chuyn sang chu k tnh im tip theo. * VD: Khch hng c cc pht sinh thng 1/2006 l 230.000 th s tin 30.000 s c cng vo cc pht sinh thng 2/2006 tnh im cho thng 2. - Nu im tch lu ca Hi vin <0 th s c quy i thnh 0 im. - Khi Hi vin chuyn nhng hp ng, s im ca Hi vin s khng c quy i thnh tin thng. S im s c tnh li t u nu ngi c chuyn nhng ng k tham gia Chng trnh. - Nu Hi vin thanh l hp ng, s im tch lu ca Hi vin s khng c quy i thnh tin thng. - Nu Hi vin chuyn i hnh thc s dng dch v vn c gi nguyn s im ca chng trnh ( tr sau chuyn sang tr trc hoc ngc li KH phi ng k li dch v) * Chu k tnh im: - im ca Hi vin c tnh hng thng v s c thng bo ti Hi vin bng tin nhn v trn trang web www.mobifone.com.vn
3. XP HNG HI VIN

- Cc Hi vin c xp hng cn c vo s im tch lu. C 4 hng Hi vin l Kim Cng, Vng, Bc, ng. Vic xp hng c tc dng khuyn khch cc Hi vin tch lu im thng hng vi nhiu li ch hn. - Vic xp hng cho tng Hi vin s c tnh theo chu k 6 thng. V d: Hi vin ng k tham gia ngy 1/1/2006 th n 1/7/2006 s c xem xt s im tch lu xp hng. - Hi vin khi ng k tham gia s c h thng t ng xp hng "ng". a, Thng hng: - c ln hng cao hn, khch hng phi tch lu c mt s im nht nh trong mt khong thi gian ti a 6 thng. C th nh sau: Hng Kim cng Vng Bc ng im tch lu trn 500 201 n 500 21 n 200 0 n 20 Thi gian 6 thng 6 thng 6 thng 6 thng

- Nu Hi vin tch lu c s im thng hng trc thi im xt xp hng th Hi vin s c thng hng ngay ti ngy u tin ca thng tip theo tnh t thi im thu bao tch lu im ln hng. - V d: Hi vin ng k tham gia ngy 1/1/2006 (hng "ng"). n 14/5/2005 thu bao tch lu im thng hng "Bc". Nh vy ngy 1/6/2005 Hi vin s c thng hng "Bc". b, Gi hng v xung hng: - Hi vin s c gi hng k t thi im thng hng n thi im xt hng gn ngy thng hng nht + 6 thng. V d: Ly v d trn. V d: Ly v d trn.

Hi vin c gi hng "Bc" trong thi gian t 1/6/2006 n n 31/12/2006 cho d trong khong thi gian t 1/7/2006 n 31/12/2006 Hi vin tch lu c bao nhiu im; Nu trong khong t 1/7/2006 n 31/12/2006 thu bao tch lu im ln hng "Vng", thu bao s c thng hng; Nu trong khong t 1/7/2006 n 31/12/2006 thu bao ch tch lu im tng ng vi hng "ng", thu bao s xung hng "ng" t 1/1/2007; Nu trong khong t 1/7/2006 n 31/12/2006 thu bao tch lu im tng ng vi hng "Bc", thu bao s gi nguyn hng "Bc".

4. GII THNG CHNG TRNH

- Gii thng ca chng trnh l tin v tr vo h n cc (ghi ti mc "Khuyn mi". Gii thng khng c quy i thnh tin mt. - im ca thng th N s c c quy i thnh gii thng v tr vo h n cc thng N+1. - Mc im bt u nhn thng: 50 im. Mi khi tch lu c 50 im, chng trnh s t ng quy im ra gii thng. - Vic tng thng s c tin hnh theo nh k hng thng. - T l quy i im thnh gii thng: T l quy i im thnh gii thng c xc nh tu vo hng thu bao. STT 1 2 3 4 Hng thnh vin ng Bc Vng Kim cng T l quy i 1 im = 4.000 1 im = 6.000 1 im = 8.000 1 im = 10.000

- Sau khi nhn thng, Hi vin s b tr s im tng ng vi s im Hi vin dng nhn thng. Tuy nhin s im s khng b khu tr khi xt hng Hi vin.
6. HNG DN THAM GIA CHNG TRNH

ng k tham gia chng trnh, Qu khch thc hin theo mt trong cc cch sau: - in vo phiu ng k theo mu in sn v gi n b phn chm sc khch hng ti cc Trung tm thng tin di ng khu vc. - Truy cp trang web: www.mobifone.com.vn v lm theo hng dn. - ng k ti cc ca hng ca VMS - MobiFone: KH in thng tin vo Phiu yu cu thay i dch v (i vi khch hng c) hoc Phiu yu cu cung cp dch v (i vi KH ha mng mi)

- ng k bng SMS (lu : ch p dng cho cc thu bao ca TT1) + C php nhn tin: regser.LOY gi n 090 + H thng s tr li mt thng bo yu cu xc nhn hoc hy b vic ng k. ng ng k: Son tin nhn: OK.<m bo mt> gi n 090. H thng s phn hi li tin nhn: Dich vu LOY dang ky thanh cong Khng ng ng k: Son tin nhn: nok gi n 090. H thng s phn hi li mt bn tin: Giao dich dau noi da bi huy + Cc gi tin nhn: 350/bn tin gi 090. CHNG TRNH CHM SC KHCH HNG C NH U VUI
1. NI DUNG CHNG TRNH:

a. Mc ch chng trnh: - Thu ht nhng i tng cng gia nh s dng dch v MobiFone. - To mi quan h gn b gia khch hng v Cng ty, t gim lng thu bao ri mng. b. i tng tham d chng trnh: - Chng trnh p dng cho cc khch hng tr sau ang c trn mng v khch hng ha mng mi. - Nhng khch hng c tn trn cng h khu gia nh hoc c quan h hn nhn ( giy ng k kt hn) s ng k to thnh mt nhm, nhm phi c ti thiu 2 thnh vin. - Thu bao cng v, nghip v, SIM th khng thuc din tham gia chng trnh. c. Ni dung chng trnh: - KH ng k tham gia vo nhm c hng khuyn mi theo quy nh nh thu bao tham gia ha mng theo cc chnh sch ca Mobifone v cc chng trnh khuyn mi hin hnh. - Gim 50% cc cuc gi ti cc thnh vin trong nhm. d. Thi gian thc hin: T 01/04/2006
2. HNG DN TRIN KHAI CHNG TRNH:

a. ng k chng trnh: - Cc khch hng ang s dng dch v MobiFone c cng chung mt h khu hoc c quan h hn nhn v khch hng mi ng k tham gia chng trnh bng cch in vo phiu ng k tham gia chng trnh theo mu do Cng ty ban hnh v gi v Phng Chm sc khch hng cc Trung tm tng hp vo c s d liu. - Khch hng trong cng nhm c th k hp ng chung hoc ring l v c th thanh tn trn cng mt ha n hay trn nhng ha n ring l. b. Mt s quy nh khc: -S tin cc c gim khi gi n cc thnh vin trong nhm c th hin trong mc "Khuyn mi" trn thng bo cc v ha n gi tr gia tng. -Cch ghi thng bo cc v ha n gi tr gia tng: hoch tn y doanh thu v chi ph khuyn mi trong k, trn thng bo cc v h n GTGT phi ghi r:

Cc dch v thng tin di ng: Khuyn mi: Thu GTGT:

Tng s tin phi thanh tn:

- Mi khch hng ch c ng tn mt thu bao trong nhm. - Khch hng ng k thm vo nhm: c hng u i (gim 50% cc cuc gi n cc thnh vin trong nhm) t thng tip theo tnh t thi im ng k vo nhm. - Khch hng khng s dng nhm c th n ca hng lm th tc hy tham gia nhm. Khch hng s khng c hng u i (gim 50% cc cuc gi n cc thnh vin trong nhm) t thng tip theo tnh t thi im khch hng ng k khng s dng nhm. - Khch hng chuyn ch quyn:

Chuyn ch quyn cho ngi c tn trn cng h khu (ngi c chuyn ch quyn cha ng tn thu bao tr sau no ca MobiFone): vn tip tc c hng u i nu ngi chuyn ch quyn khng hy tham gia nhm. Chuyn ch quyn cho ngi khng c tn trn cng h khu: khng c hng u i.

Khch hng s dng gi cc khi tham gia nhm vn c hng u i ca chng trnh.

CHNG TRNH CHM SC KHCH HNG KT NI NG NGHIP CA MOBIFONE

1. NI DUNG CHNG TRNH:

a. Mc ch chng trnh: - Thu ht nhng i tng cng CNG TY s dng dch v MobiFone. - To mi quan h gn b gia khch hng v Cng ty, t gim lng thu bao ri mng. b. i tng tham d chng trnh: - Nhng khch hng c tn cng Cng ty (c th chung m KH hoc khng chung m KH nhng c cng tn Cng ty) ng k to thnh mt nhm, nhm phi c ti thiu 5 thnh vin ( nhng thnh vin tham gia nhm phi c xc nhn ca Cng ty) - Thu bao cng v, nghip v, SIM th khng thuc din tham gia chng trnh. c. Ni dung chng trnh: - Gim 30% cc cuc gi ti cc thnh vin trong nhm (ch p dng cho cc cuc gi trong nc) - Min ph cc s dng dch v Voice mail, MobiMail, MobiChat. - Cc KH tham gia chng trnh ny vn c hng cc u i v cc ha mng v cc thu bao ca cc chng trnh khuyn mi khc hin hnh. d. Thi gian thc hin: T 01/07/2006
2. HNG DN TRIN KHAI CHNG TRNH:

a. ng k chng trnh: - Cc khch hng ng k tham gia chng trnh bng cch in vo phiu ng k tham gia chng trnh theo mu do Cng ty ban hnh v gi v Phng Chm sc khch hng cc Trung tm tng hp vo c s d liu. - Khi mun ng k thm KH vo nhm KH in vo mu c sn hoc gi cng vn c du v ch k ca ngi c thm quyn trong Cng ty gi v P. CSKH Trung tm cp nht thng tin vo nhm. b. Mt s quy nh khc:

-S tin cc c gim khi gi n cc thnh vin trong nhm v cc s dng cc dch v min ph ( nu trn) c th hin trong mc "Khuyn mi" trn thng bo cc v ha n gi tr gia tng. -Cch ghi thng bo cc v ha n gi tr gia tng: hoch tn y doanh thu v chi ph khuyn mi trong k, trn thng bo cc v h n GTGT phi ghi r:

Cc dch v thng tin di ng: Khuyn mi: Thu GTGT: Tng s tin phi thanh tn:

- Khch hng ng k thm vo nhm: c hng u i t thng tip theo tnh t thi im ng k vo nhm. - Khch hng c th yu cu Mobifone tm dng vic tham gia nhm ca mt hay nhiu thu bao bng cch gi thng bo c du v ch k ca ngi c thm quyn. Khch hng s khng c hng u i t thng tip theo tnh t thi im khch hng dng tham gia nhm. Nu nhm cn di 5 thu bao th cc thu bao cn li trong nhm khng c hng u i ca chng trnh, vic dng u i c thc hin t thng tip theo. - Khch hng chuyn ch quyn: Ngi c chuyn ch quyn khng c hng u i t thng tip theo tnh t thi im chuyn ch quyn. - Khch hng s dng gi cc khi tham gia nhm vn c hng u i ca chng trnh. - Chng trnh ch p dng cho KH c nhiu thu bao ng k trong cng mt Trung tm. CHNG TRNH CHM SC KHCH HNG C BIT
1. TIU CH PHN LOI:

a. Khch hng c bit: - L nhng KH s dng dch v tr sau thuc: - Cc c quan thng trc, iu hnh ca ng (t cp huyn tr ln). - C quan qun l hnh chnh nh nc: cp Trung ng; tnh/thnh ph cp 1; huyn. - Cc c quan ngoi giao: s qun; Lnh s qun. - Cc thu bao cng Ngnh b. KH ln: - L nhng KH s dng dch v tr trc v tr sau thuc: - KH l doanh nghip/ t chc x hi ng k thanh tn qua Kho bc, thanh tn bng y nhim thu qua Ngn hng. - KH nhiu thu bao ( Cng ty, doanh nghip, t chc. c t 10 thu bao tr ln) - KH lu nm ( t nhn ha mng t nm 1995 tr v trc) c. KH ngoi giao: - L nhng KH s dng dch v tr sau thuc: - C quan truyn thanh, truyn hnh, bo ch (bao gm c bo in t) cp Trung ng, bo ng ti cc tnh, bo ngnh. - Cc hip hi bo v ngi tin dng.

CC HNH THC CHM SC KHCH HNG: 1. i vi KH c bit: - c hng ch chm chn thng tin gia hn n ngy th 58 k t ngy pht hnh thng bo cc (thi hn chn thng tin thng thng l ngy th 28 k t ngy pht hnh TBC). - c hng ch chit khu 7 % cc s dng hng thng (tr cc thu bao nghip v) nu KH thanh tn cc trc ngy chn thng tin. ( Lu : Ngy chn thng tin c tnh l ngy th 28 ca chu k cc tip theo; KH khng c hng thm mc chit khu dnh cho thu bao thanh tn cc ng hn nhng vn c tham gia cc chng trnh KM khc nu c) - c to ng dy u tin khi gi vo cc s h tr KH (VD: 19001090; 090 4/5/8 144144) c cung cp u mi giao dch trc tip x l gii p thc mc ca KH. - C nhn vin chuyn trch phc v KH tn ni cc dch v nh thanh tn cc, thay i dch v, .( nu KH c yu cu). - c tr thnh hi vin Kim cng ca chng trnh Kt ni di lu 2. i vi KH Ln v KH Ngoi giao: - c to ng dy u tin khi gi vo cc s h tr KH (VD: 19001090; 090 4/5/8 144144) c cung cp u mi giao dch trc tip x l gii p thc mc ca KH. - C nhn vin chuyn trch phc v KH tn ni cc dch v nh thanh tn cc, thay i dch v, .( nu KH c yu cu). - c tr thnh hi vin Kim cng ca chng trnh Kt ni di lu Bn cnh KH c hng thm cc li ch sau: * i vi KH l thu bao tr sau: - c hng ch chm chn thng tin gia hn n ngy th 58 k t ngy pht hnh thong bo cc (thi hn chn thng tin thng thng l ngy th 28 k t ngy pht hnh TBC). - c hng ch chit khu 5 % cc s dng hng thng (tr cc thu bao nghip v) nu KH thanh tn cc trc ngy chn thng tin ( Lu : Ngy chn thng tin c tnh l ngy th 28 ca chu k cc tip theo; KH khng c hng thm mc chit khu dnh cho thu bao thanh tn cc ng hn nhng vn c tham gia cc chng trnh KM khc nu c) * i vi KH l thu bao tr trc: - c tng thm 3% gi tr tin np trong sut qu trnh l khch hng ln ca Mobifone (KH vn c tham gia cc chng trnh khc nu iu kin) - Ring KH tr trc thuc i tng KHCH HNG LN c tr thnh hi vin Vng ca chng trnh Kt ni di lu: S lng KH l 12.000 c danh sch trong Bn tin ni b - Web i 145. CHNG TRNH CHC MNG SINH NHT I VI THU BAO TR SAU 1. I TNG CHNG TRNH: Tn b KH tr sau ang hot ng trn mng (hot ng 1 chiu hoc 2 chiu) 2. NI DUNG:

a. Hnh thc 1: KH c mc cc di 300.000/ thng: => c tng 50.000/ khch hng tr vo ha n cc b. Hnh thc 2: KH c mc cc t 300.000 n di 1.000.000/ thng: => c tng hoa hoc qu tr gi 100.000/ khch hng. c. Hnh thc 3: KH c mc cc t 1.000.000/ thng: => c tng hoa hoc qu tr gi 150.000/ khch hng. 3.THI GIAN: Thi gian trin khai chong trnh bt u t 01/01/2007 TIN NHN THNG BO CC CHNG TRNH CSKH N KHCH HNG 1. Cc chng trnh CSKH thng bo: - Kt ni di lu. - Kt ni ng nghip. - C nh cng vui. - Nhn tin thay sim - Nhn tin chc mng sinh nht 1. Hnh thc thc hin: - T ng gi SMS thng bo v cc chng trnh CSKH cho thu bao mi nhp mng. - T ng gi SMS cho mng xc nhn vic ng k thnh cng sau khi khch hng ng k tham d chng trnh. - i vi cc thu bao ang hot ng trn mng nhng cha tham gia cc chng trnh CSKH: hng ngy lc danh sch v thc hin nhn tin. 3. Ni dung v i tng nhn tin: a. Nhn tin khuyn mi cho TB tr trc (tng i nhn tin 18001090) i tng: Thu bao tr trc ty theo tng chng trnh khuyn mi Ni dung: Ty thuc vo ni dung ca tng chng trnh khuyn mi c th.

b. Nhn tin thay sim, chc mng sinh nht (tng i nhn tin 090) Nhn tin chc mng sinh nht: - i tng: L thu bao l t nhn - Ni dung: Nhan dip ngay sinh nhat,MobiFone kinh chuc Quy khach manh khoe, hanh phuc, thanh dat va nhieu may man. Cam on Quy khach da su dung dich vu MobiFone Nhn tin thay sim: - i tng: L thu bao nhp mng ln hn 1 nm tnh t thi im nhn tin - Ni dung: * i vi thu bao tr sau: "Cam on Quy khach su dung dich vu MobiFone,xin moi thay SIM 64K mien phi den het 31/5/07, vui long mang theo CMND(TB ca nhan),giay gioi thieu(TB co quan)" * i vi thu bao tr trc "Cam on Quy khach su dung dich vu MobiFone, xin moi thay SIM 64K mien phi den het 31/5 (Luu y: mang theo CMND, thue bao dang su dung 2 chieu binh thuong)"

 Nhn tin kim tra,xc nhn cc chng trnh tng hoa, qu sinh nht KH; Chm sc KH lu nm; Chm sc KH c bit.(Tng i nhn tin 18001901) i vi chng trnh chc mng sinh nht: Hng ngy : c tin nhn chc mng thu bao SN nh k hng thng khong t ngy 10-15, Phng CSKH nhn tin ti KH kim tra vic tng hoa/qu sinh nht cho KH: Ni dung tin kim tra KH va c tng hoa v qu: Nhan dip SN Quy khach thang xx/xx, MF gui tang hoa va qua. Vui long gui lai tin nhan(mien phi): Y nhan duoc, N khong nhan duoc & nhan xet qua tang i vi chng trnh Chm sc KH lu nm, chm sc KH c bit .. .: Thc hin hng qu

Ni dung tin kim tra khch hng lu nm: VMS da gui tang Quy KH lau nam 01 bo coc su mobifone trong thang 03/07. Vui long gui lai tin nhan (mien phi) Y- da nhan, N-chua nhan va NX qua tang 2. Nhn tin cc chng trnh Chm sc khch hng: Kt ni di lu, kt ni ng nghip, C nh u vui (tng i nhn tin 090) Ty thuc vo ni dung, i tng v iu kin ca chng trnh, tin nhn c gi cho 02 nhm i tng chnh l: Thu bao tr trc v thu bao tr sau. Chng trnh Kt ni di lu: Nhn cho tt c cc thu bao mi nhp mng v thu bao ang hot ng cha ng k cc chng trnh CSKH: Ni dung nhn tin cho thu bao tr trc: Voi 50 diem tich luy chuong trinh KET NOI DAI LAU,Quy khach se duoc tang vao tai khoan tu 200.000d-500.000d. Dang ky tai cua hang MobiFone hoac www.mobifone.com.vn Tin nhn xc nhn ng k thnh cng: Chao mung Quy khach tham gia KET NOI DAI LAU. Voi moi 50 diem tich luy cua chuong trinh, Quy khach se duoc tang vao tai khoan tu 200.000d den 500.000d. Ni dung nhn tin cho thu bao tr sau Voi moi 50 diem tich luy cua chuong trinh KET NOI DAI LAU, Quy khach se duoc tang tu 200.000d den 500.000d tru vao cuoc su dung. De dang ky, gui DK den 9237 Chng trnh Kt Ni ng Nghip: KET NOI DONG NGHIEP: Dang ky nhom thue bao MobiFone cung ten Cong ty, Quy khach duoc giam 30% cuoc goi den thanh vien trong nhom. Chi tiet lien he 18001090. Tin nhn xc nhn ng k thnh cng: Chao mung Quy khach tham gia KET NOI DONG NGHIEP. Quy khach se duoc giam 30% cuoc goi den cac so thue bao MobiFone trong nhom thanh vien co cung ten Chng trnh C Nh u Vui: CA NHA DEU VUI: Dang ky nhom thue bao MobiFone cung ho khau gia dinh, Quy khach duoc giam 50% cuoc goi den thanh vien trong nhom. Chi tiet lien he 18001090.

Tin nhn xc nhn ng k thnh cng:

Chao mung Quy khach tham gia CA NHA DEU VUI. Quy khach se duoc giam 50% cuoc goi den cac so thue bao MobiFone trong nhom thanh vien co cung ho khau gia dinh.

VI/ QUY TRNH NGHIP V ISO I VI NHN VIN BN HNG

1. nh ngha: 1.1. Trung tm giao dch in thoi di ng MobiFone (Ca hng): - L cc chi nhnh trc thuc Trung tm Thng tin Di ng Khu vc hot ng vi chc nng giao dch, cung cp cc dch v thng tin di ng, thu cc v chm sc khch hng. 1.2. Tng i l: - L cc n v c t cch php nhn c ch nh v c quyn bi Cng ty Thng tin di ng cung cp v bn th ca dch v tr tin trc. 1.3. i l: - L cc n v c t cch php nhn c quyn bi Trung tm Thng tin Di ng cc khu vc cung cp dch v tr tin sau hoc phn phi v bn cc sn phm hp th/th ca dch v tr tin trc. 2. Trch nhim: 2.1. Gim c Cng ty: 4.1.1 Ph duyt cc market qung co. 4.1.2 K hp ng Tng i l. 2.2. Phng K hoch - Bn hng & Marketing Cng ty: 4.2.1 Thit k cc market qung co, tin hnh in n cc t ri hng dn, qung co v vng ph sng, cc ph,.... 4.2.2 Tip nhn v nh gi h s Tng i l. 4.2.3 Kim sot cc hot ng ca Tng i l. 2.3. Gim c Trung tm: 4.3.1 K hp ng i l. 2.4. Phng K hoch - Bn hng & Marketing Trung tm: 4.4.1 Trin khai cung cp cc n phm qung co n cc Ca hng/i l. 4.4.2 Thc hin y chnh xc cc k hoch qung co do Cng ty giao. 4.4.3 Tip nhn v nh gi h s i l. 4.4.4 Kim sot hot ng ca i l. 2.5. Ca hng: 4.5.1 Tip nhn v xem xt cc yu cu ca khch hng. 4.5.2 Lp danh mc theo di cc vn bn, t qung co lin quan n dch v, vng ph sng, gi cc. 4.5.3 Lp hp ng ng k s dng dch v MobiFone hoc phiu ng k dch v MobiCard. 4.5.4 Tin hnh u ni thu bao MobiFone. i vi cc Ca hng khng ni mng my tnh vi Trung tm th fax phiu u ni v Phng Chm sc khch hng Trung tm u ni cho khch hng. 4.5.5 Chuyn hp ng thu bao MobiFone/Phiu ng k dch v MobiCard v h s khch hng v Phng Chm sc khch hng Trung tm lu. 4.5.6 Thay i hp ng/dch v. 4.5.7 Tip nhn v gii quyt khiu ni ca khch hng. 2.6. i l: 4.6.1 Tip nhn v xem xt cc yu cu. 4.6.2 Lp hp ng ng k s dng dch v MobiFone hoc phiu ng k dch v MobiCard. 4.6.3 Fax phiu ng k s dng dch v MobiFone cho Phng Chm sc Khch hng Trung tm u ni thu bao cho khch hng.

Chuyn hp ng thu bao MobiFone/Phiu ng k dch v MobiCard v h s khch hng v Phng Chm sc khch hng Trung tm lu. 3. Ni dung thc hin: 3.1 Tip nhn, xc nh v xem xt cc yu cu ca khch hng Khi khch hng yu cu cung cp dch v thng tin di ng, nhn vin bn hng gii thiu, gii thch cc dch v ca Cng ty, bao gm cc loi hnh dch v, vng ph sng, gi cc cho khch hng. Trong trng hp bn hng trc tip, xc nh cc nhu cu ca khch hng, nhn vin bn hng trc tip phi tm hiu cc khch hng tim nng thng qua cc hnh thc: Gi in cho khch hng. Trc tip n a ch ca khch hng. Gi th gii thiu dch v v cc t ri qung co cho khch hng. Cc ngun thng tin xc nh cc khch hng tim nng. Tm hiu cc Khch hng tim nng trn cc trang vng. Cc khch hng ang s dng dch v ca Cng ty gii thiu nhng khch hng cha s dng. Khch hng s dng mng khc. Vic gii thiu cc dch v v vng ph sng c thc hin cn c theo cc vn bn thng bo v dch v, vng ph sng do Gim c Cng ty ban hnh. Ca hng/i l phi lp danh mc theo di cc thng tin lin quan n dch v, vng ph sng v cc ph. Khi c cc thng tin mi danh mc cn phi c cp nht, thay i m bo ch s dng cc thng tin mi nht. Cc thng tin li thi cn phi c h b hoc gch cho d nhn bit. Khi pht hnh qung co cc thng tin v dch v trn cc phng tin thng tin i chng cn m bo tnh chnh xc, trung thc gia ni dung qung co so vi thc t ca dch v. Bng chng ca vic xem xt yu cu ca khch hng l vic ng k chp nhn hp ng ca khch hng. 3.2 Lp hp ng hoc phiu ng k s dng dch v: Nu khch hng ng s dng dch v ca Cng ty, tu thuc vo loi hnh dch v m khch hng yu cu, Ca hng/i l s thc hin vic lp hp ng hoc lp phiu ng k dch v nh sau: 3.2.1 i vi dch v tr tin sau: Lp hp ng cung cp v s dng dch v in thoi di ng (xem Ph lc 1), in y cc thng tin do mu hp ng yu cu. Khi lp hp ng cn xc nhn li vi khch hng v cc dch v h s s dng. Trc khi chp nhn hp ng i vi: a/ T nhn: Cn c s h khu gc v CMT nhn dn ( mi loi km theo mt bn sao). Trong trng hp khch hng khng c CMTND c th thay th bng: h chiu, giy php li xe, bng tt nghip i hc, th nh bo cn hiu lc, hoc th ng, giy xc nhn ca chnh quyn a phng c ng du gip lai trn nh. i vi khch hng ti cc Tnh cha c h khu, cn c giy xc nhn tm tr di hn ca chnh quyn a phng ni c tr (c thi hn t nht 1 nm), giy xc nhn c h khu tp th ca Cng an , Qun i. b/ i vi thu bao l ngi nc ngoi: Phi c h chiu, giy bo lnh ca i s qun hoc ca c quan i din hp php ti Vit Nam. Trng hp khch hng khng c giy bo lnh ca i s qun hay c quan i din hp php ti Vit Nam cn c:

4.6.4

+ H chiu c visa cn thi hn t nht 02 thng tr ln (Tnh t thi im ng k dch v ). + ng trc cc thng tin 3.000.000 ng (Ba triu ng chn). c/ i vi khch hng l Cng ty, cc t chc, vn phng i din nc ngoi: i vi doanh nghip nh nc: cn c giy gii thiu, k hp ng cung cp dch v vi con du hp php. Cng ty TNHH: th tc nh i vi doanh nghip nh nc, ngoi ra phi km theo bn sao quyt nh thnh lp Cng ty v giy php kinh doanh. Cc Cng ty, cc t chc, vn phng i din nc ngoi: giy gii thiu, giy php t vn phng i din do c quan c thm quyn ti Vit Nam cp. K hp ng cung cp v s dng dch v vi con du hp php. * Ghi ch: Tt c bn sao phi c cng chng ca Nh nc. Khi tip nhn cc h s trn, Ca hng/i l phi kim tra s y chnh xc ca cc h s v yu cu khch hng b sung khi cn thit. Hp ng c lp thnh 02 bn, chuyn 01 bn cho khch hng bng phng php trao trc tip, 01 bn lu. 3.2.2 i vi dch v tr tin trc: Khch hng in y cc thng tin trn phiu ng k dch v hoc th s dng dch v Mobicard. Khch hng gi th hoc phiu ng k s dng dch v MobiCard thun li cho cc dch v h tr sau bn hng. 3.3 u ni thu bao MobiFone: Sau khi k hp ng cung cp v s dng dch v in thoi di ng MobiFone vi khch hng, Ca hng thc hin vic u ni thu bao cho khch hng. i vi trng hp bn hng ti cc Ca hng cha c ni mng vi Trung tm hoc ti cc i l th fax phiu u ni v Phng Chm sc khch hng Trung tm thc hin u ni. Vic u ni c thc hin theo quy trnh u ni thu bao (QT 7.5-03). 3.4 Chuyn hp ng v h s khch hng: Sau khi hon thnh cc th tc u ni, Ca hng/i l vo s theo di pht trin thu bao MobiFone v MobiCard (xem Ph lc 5) v chuyn bn lu hp ng cung cp v s dng dch v MobiFone/phiu ng k dch v MobiCard v cc h s c lin quan ca khch hng (theo quy nh ca mc 5.2) v Phng Chm sc khch hng Trung tm qun l theo quy trnh qun l d liu khch hng (QT 7.5 04). Khi bn giao h s Ca hng/i l phi lp bin bn giao nhn h s. 3.5 Thay i hp ng/dch v: Vic thay i hp ng/dch v c th bao gm: - Chuyn quyn s dng, chuyn mng. - Thay i dch v, thay simcard. - Thay i a ch thanh ton/hnh thc thanh ton. - Tm kho/m thng tin,.... 3.5.1 Khch hng chuyn quyn s dng dch v MobiFone: Th tc: i vi ch c: Phi thanh ton ht cc ho n tnh cc n thi im chuyn nhng, np li Simcard c v k vo phiu chuyn nhng Hp ng s dng dch v MobiFone (xem Ph lc 4). i vi ch mi: Phi m bo y giy t k hp ng nh mt khch hng mi vi s thu bao khng thay i v tr cc sang tn hp ng theo gi quy nh hin hnh. 3.5.2 Khch hng chuyn mng: Th tc: Khch hng phi np bn thanh l hp ng c.

 Khch hng phi tun theo ng th tc v pht trin thu bao mi. Tr tin mua Simcard v cc chuyn mng theo gi quy nh hin hnh. 3.5.3 Khch hng i simcard/mua simcard ( simcard MobiFone/Mobicard): Th tc: Phi do chnh ch thu bao yu cu hoc phi c giy quyn ca ch thu bao c chnh quyn a phng hoc c quan xc nhn. Gi nguyn s thu bao khi thay simcard mi. Tin mua Simcard c p dng theo gi quy nh hin hnh. 3.5.4 Khch hng chuyn vng s dng (i vi thu bao MobiFone): Th tc: Thanh ton ton b cc thng tin di ng n thi im chuyn vng s dng. Phi np li bn hp ng gc. Np li Simcard c v lm th tc k hp ng nh mt thu bao bnh thng. Min cc chuyn vng s dng dch v v tin Simcard. 3.5.4 Khch hng ng k ngng s dng dch v in thoi di ng (i vi thu bao MobiFone): Th tc: Khch hng phi thanh ton ht cc ho n cc tnh n thi im kho my v tr thm cc m my theo gi quy nh hin hnh. Khi khch hng c nhu cu s dng li dch v khng phi tr cc tip mng. Trong thi gian tm kho 2 chiu: khng thu cc thu bao thng v thi gian tm kho 2 chiu ti a l 06 thng. Qu thi hn trn nu khch hng khng s dng li dch v th Cng ty s n phng thanh l hp ng. Trng hp khch hng ng k tm kha 01 chiu th cc thu bao thng c tnh theo gi quy nh hin hnh. 3.5.5 Khi phc thu bao: Th tc: Khch hng c y giy t k hp ng nh mt thu bao mi. c gi nguyn s thu bao c. Tr cc tip mng theo gi quy nh hin hnh. 3.5.6 Khch hng thay i cc dch v ph, hnh thc thanh ton, i ch thanh ton (i vi thu bao MobiFone): Th tc: Phi do chnh ch thu bao yu cu hoc phi c giy quyn ca ch thu bao c chnh quyn a phng hoc c quan xc nhn. in vo phiu thay i thng tin dch v in thoi di ng (xem Ph lc 5). Np cc ng k cc dch v ph (nu c) theo gi quy nh hin hnh. * i vi cc thay i m Cng ty quyt nh nh thay i vng ph sng, dch v, cch thc thc hin cuc gi,.... s c Gim c Cng ty quyt nh v thng bo trn cc phng tin thng tin i chng v c th nhn tin khch hng bit. 3.6 Dch v cho thu my in thoi di ng ngn ngy: Th tc: i vi khch hng thu my + simcard: + K hp ng thu my v simcard (xem ph lc 7.3) + Cung cp y cc giy t nh k hp ng cung cp v s dng dch v in thoi di ng MobiFone. + t cc tin thu my v ng trc cc thng tin theo quy nh hin hnh. i vi khch hng thu simcard: + Lm hp ng nh thu my. + ng trc cc thng tin theo quy nh hin hnh.

 Cc thu simcard v thu my c p dng theo gi quy nh hin hnh. 3.7 Kim sot i l: 3.7.1 Tiu chun lm Tng i l/i l: Cc doanh nghip c ng k kinh doanh hp php v cn hiu lc, c chc nng lm i l k gi hng ho. C i ng bn hng v c mng li ca hng phn phi thun tin cho vic kinh doanh dch v. Trc tip k hp ng vi Cng ty Thng tin di ng/Trung tm Thng tin di ng cc khu vc. Mua hng theo phng thc tr tin ngay hoc dng hnh thc thanh ton bng bo lnh qua ngn hng. Hng mua xong khng tr li (ch i trong trng hp th ht hn np tin v thi hn c ghi trn th MobiCard). Mc mua hng ti thiu cho mt ln c p dng theo quy nh hin hnh i vi Tng i l/i l. (s Tng i l do Cng ty qui nh). 3.7.2 Cch thc la chn Tng i l/ i l: Cc n v c nhu cu kinh doanh dch v thng tin di ng (dch v MobiFone, MobiCard hoc th MobiCard) th Cng ty VMS/Trung tm thng tin di ng cc khu vc s tin hnh gp g gii thiu dch v, xu hng pht trin ca dch v, k hoch pht trin ca Cng ty. Cc n v nghin cu cc iu kin tr thnh i l ca Cng ty VMS, thuyt minh kh nng ca h v kin xut. Kim tra thc t hot ng kinh doanh v mng li bn hng ca n v mun lm i l. Tp hp cc kin v tr li cc i l. Tin hnh k kt hp ng i l. 3.8 K hp ng i l: i vi cc n v c tiu chun xt lm Tng i l/i l, tin hnh k hp ng i l theo mu (xem Ph lc 7.3). Cc i l ca Cng ty c phn pht quy trnh bn hng c lin quan, cc thng tin v dch v, vng ph sng v phi thc hin theo ng cc yu cu ca quy trnh c thng bo v cc quy nh ca hp ng. 3.9 Kim sot cc hot ng ca i l: Vic kim sot cc hot ng ca i l thng qua cc kt qu hot ng ca cc i l, bao gm: 4 Cc hot ng v thanh ton: Thanh ton vi VMS v tin u ni, b trn gi. 5 Hon thin cc th tc v h s khch hng: Hp ng cung cp v s dng dch v in thoi i vi khch hng MobiFone, mc chnh xc ca cc thng tin trong h s khch hng, phiu ng k s dng i vi khch hng MobiCard, s lng phiu v thi gian hon thin gi cho VMS. 6 Thu thp cc kin ca th trng: Phn nh ca khch hng v dch v MobiFone, MobiCard, cc kin xut khc v dch v. kin ca i l v ch i vi i l: Thanh ton, giao nhn hng vi cc Trung tm, quan h vi cc Trung tm, o to nhn vin bn hng, chnh sch h tr i l. 7 Kim tra thc t kinh doanh ti cc Ca hng i l: Trnh by gii thiu sn phm, k nng bn hng, v tr kinh doanh ca i l,... Nu cc hot ng ca Tng i l/i l khng p ng c cc yu cu ca Cng ty VMS, i vi Tng i l th Phng K hoch - Bn hng & Marketing Cng ty, i vi i l th cc Trung tm Thng tin di ng khu vc lp bo co yu cu khc phc (theo mu

BM/QT 8.5-01/01) ca quy trnh hnh ng khc phc phng nga gi n cc Tng i l/i l yu cu khc phc. 4. Xc nh s tho mn ca khch hng: Vic xc nh s tho mn ca khch hng c thc hin theo quy trnh gii p thng tin v gii quyt khiu ni ca khch hng (QT 7.2-04). 5. H s lu tr: STT 1 2 3 4 5 Tn h s Hp ng cung cp v s dung dch v MobiFone/phiu ng k dch v MobiCard Hp ng i l Kt qu la chn i l Bin bn kim tra Tng i l/i l Cc vn bn, t qung co cc thng tin v dch v, vng ph sng, gi cc. Ni lu T h s - Phng Chm sc khch hng TT Phng K hoch - Bn hng & Marketing Cng ty/Trung tm. Phng K hoch - Bn hng & Marketing Cng ty/Trung tm. Phng K hoch - Bn hng & Marketing Cng ty/Trung tm. Ca hng/i l Thi hn Sau khi Khch hng hu hp ng 03 thng. Sau khi ht thi hn hp ng i l 03 thng. Cho n khi ht thi hn hp ng i l. Cho n khi ht thi hn hp ng i l. Cho n khi c quyt nh thay i cc thng tin .

6. Ph lc: 6.1 Ph lc 1: Mu hp ng ng k s dng dch v MobiFone. 6.2 Ph lc 2: Mu phiu ng k dch v/Th s dng dch v MobiCard. 6.3 Ph lc 3: Mu hp ng cho thu my v simcard. 6.4 Ph lc 4: Mu phiu chuyn nhng. 6.5 Ph lc 5: Mu phiu thay i dch v thng tin. 6.6 Ph lc 6: Mu hp ng Tng i l/i l. 6.7 Ph lc 7: S theo di hp ng thu bao.

QUY TRNH NGHIP V ISO I VI NHN VIN

1. Mc ch: - Quy trnh ny nhm a ra nhng quy nh, th tc, trong cng tc gii p thng tin v gii quyt khiu ni ca khch hng, m bo cc yu cu v khiu ni ca khch hng c gii quyt c hiu qu. - m bo thu thp c cc kin ca khch hng v vic Cng ty tho mn cc nhu cu ca h, trn c s phn tch v ra cc bin php khc phc, ci tin. 2. Cc vn bn c lin quan - Quy trnh hnh ng khc phc v phng nga QT 8.5-01 - Quy trnh kim st cng vn i, n QT 4.2-02 3. nh ngha - Yu cu: l nhng yu cu ca khch hng (v dch v, v cc ph, v vng ph sng, my in thoi...) m b phn tr li khch hng c th gii quyt. - Khiu ni: l nhng phn nn ca khch hng v cht lng sn phm, dch v m b phn tr li khch hng khng th gii quyt c v phi chuyn cho b phn gii quyt khiu ni gii quyt. Nhng khiu ni c th bao gm: - Vng ph sng - Cht lng cuc gi - Cc ph

- Thi phc v... 4.Trch nhim 4.1 B phn tr li khch hng (1090): - Tr li cc yu cu ca khch hng qua in thoi, qua fax hoc qua email trn Internet. - i vi nhng yu cu ca khch hng m khng th t mnh gii quyt c th phi xin kin ph trch b phn c hng gii quyt. Nu sau khi gii quyt khch hng vn tip tc khiu ni th phi chuyn sang b phn gii quyt khiu ni tip tc x l. Khi chuyn yu cu khch hng sang T gii quyt khiu ni cn ghi c th yu cu ca khch (s thu bao, tn thu bao, ni dung khiu ni...), trnh khch hng phi trnh by li. - Hng tun tng hp lp bo co v cc phn nh khch hng, gi phng Chm sc khch hng Cng ty c bin php ci tin. 4.2 T gii quyt khiu ni (thuc phng Chm sc khch hng Trung tm): - Tip nhn khiu ni trc tip t khch hng v t cc ngun tip nhn khiu ni khc (ca hng, t tr li khch hng, cc bo, i...). - Trc tip gii quyt khiu ni ca khch hng. - Thng bo kt qu gii quyt cho khch hng. - Lp s theo di cng tc gii quyt khiu ni. Hng thng c bo co v cng tc gii quyt khiu ni. - xut cc kin v gii php ci tin cng tc gii quyt khiu ni. 4.3 Nhn vin ca hng, nhn vin thu cc: - Gii p thng tin cho khch hng. - Tip nhn khiu ni trc tip t khch hng. - Trc tip gii quyt khiu ni cho khch hng. i vi nhng yu cu ca khch hng m khng th t mnh gii quyt c th phi xin kin ph trch b phn c hng gii quyt. - Trong trng hp gii quyt nhng khch hng vn tip tc khiu ni th phi chuyn sang yu cu ca khch hng sang b phn gii quyt khiu ni tip tc x l. Khi chuyn yu cu sang T gii quyt khiu ni cn ghi c th yu cu ca khch (s thu bao, tn thu bao, ni dung khiu ni...), trnh khch hng phi trnh by li. 5. Ni dung thc hin 5.1 Gii p thng tin cho khch hng 5.1.1 T chc ngun thng tin cho tr li khch hng: T chc ngun thng tin cho tr li khch hng: Ngun thng tin phc v cho cng tc gii p thng tin cho khch hng bao gm: - Thng tin t cc h thng thng tin qun l (tng i, h thng tnh cc v qun l khch hng...): thng tin ny do Phng Tin hc - Tnh cc Trung tm cung cp. - Cc trang Web ni b phc v cng tc tr li khch hng: thng tin ny do Phng Chm sc khch hng Cng ty v cc Trung tm cp nht hng ngy. - Cc vn bn, chnh sch c lin quan: c chuyn n T tr li theo ng cng vn hoc do t tr li t thu thp. - Cc ngun thng tin khc: do T tr li khch hng t thu thp nh thng tin t bo ch, Internet... 5.1.2 Gii p thng tin cho khch hng. Vic gii p thng tin cho khch hng do nhn vin tr li khch hng, nhn vin ca hng v nhn vin thu cc thc hin. Nhn vin ca hng, nhn vin thu cc trc tip tr li khch hng khi c yu cu (khch hng n hoc gi in n ca hng, khch hng gp nhn vin thu cc). Nhn vin ca hng, nhn vin thu cc khng c t chi tr li khch hng hoc yu cu khch hng gi in n t tr li khch hng 18001090 trong trng hp c th t gii quyt cc vn ca khch hng. Trong trng hp khng th gii quyt c, lin h vi t tr li khch hng hoc t gii quyt khiu ni chuyn yu cu ca khch hng sang nhng b phn ny gii quyt.

Nhn vin tr li khch hng cn c vo yu cu ca khch hng trc tip cung cp thng tin cho khch hng qua in thoi (s 18001090), qua fax hoc qua a ch email trn Internet. Nhng yu cu ca khch hng m nhn vin i1090 khng c php cung cp l: - Cc yu cu hi v tn, a ch ca thu bao. - H n chi tit ca thu bao. Nhng yu cu ca khch hng m nhn vin i1090 ch c php cung cp sau khi kim tra ngi yu cu l chnh ch thu bao: - Yu cu v s PUK, s PIN code. - Cc yu cu v chn, ct, ni li thng tin trong trng hp thu bao khng c phiu yu cu. i vi nhng yu cu ca khch hng m nhn vin 145 khng th gii quyt c th phi hn li vi khch hng v bo co ph trch b phn gii quyt. Nu sau khi gii quyt m khch hng vn khng hi lng th chuyn sang t gii quyt khiu ni tip tc x l. 5.2 Gii quyt khiu ni ca khch hng Gii quyt khiu ni ca khch hng 5.2.1 Tip nhn khiu ni: Tip nhn khiu ni: B phn gii quyt khiu ni tip nhn khiu ni t khch hng, t cc Phng chc nng, t b phn tr li khch hng, t phng tin thng tin i chng, theo ng cng vn gi n... Khi nhn c khiu ni, nhn vin gii quyt khiu ni phi ghi khiu ni vo s theo di gii quyt khiu ni theo biu mu BM/QT 7.2-04/01. Khiu ni c gi n bng ng th, cng vn, cc phng tin thng tin i chng gi n trong vng 48 ting k t khi nhn c n khiu ni phi c thng tin thng bo nhn c. Ring khiu ni t cc phng tin thng tin i chng th b phn gii quyt khiu ni phi c cng vn bo nhn khiu ni v hn thi gian tr li khiu ni . 5.2.2Phn loi khiu ni: Phn loi khiu ni: Sau khi tip nhn khiu ni, nhn vin gii quyt khiu ni phi tin hnh phn loi khiu ni thnh cc loi sau: Khiu ni v cc trong nc. Khiu ni v cc trong nc. Khiu ni v cc quc t. Khiu ni v cc quc t. Khiu ni v MobiCard. Khiu ni v MobiCard. Khiu ni v mng li. Khiu ni v mng li. Khiu ni v dch v.Khiu ni v dch v. Khiu ni v thi phc v ca nhn vin VMS. Khiu ni v thi phc v ca nhn vin VMS. Khiu ni v ca hng, i l lm sai th tc. Khiu ni v ca hng, i l lm sai th tc. ngh c min gim cc ph. ngh c min gim cc ph. Cc khiu ni khc. Cc khiu ni khc. 5.2.3iu tra v xc minh: iu tra v xc minh: Sau khi phn loi khiu ni, T gii quyt khiu ni phi tin hnh iu tra xc minh c kt lun tr li khch hng. Vic iu tra xc minh phi da trn cc s c chun xc v tu tng trng hp khiu ni m chn lc mt hoc cc ni dung cn thit tm ra nguyn nhn ca khiu ni. Vic iu tra v xc minh c thc hin theo "Hng dn cng tc gii quyt khiu ni HD/QT 7.2-04/01" km theo quy trnh ny. Kt qu iu tra nguyn nhn ca khiu ni c ghi vo s gii quyt khiu ni BM/QT 7.2-04/01. 5.2.4Kt lun v tr li khch hng: Kt lun v tr li khch hng: Sau khi iu tra xc minh, b phn gii quyt khiu ni phi c kt lun v tr li khch hng chnh thc bng vn bn. Nu khiu ni n t cc phng tin thng tin i chng th phi c cng vn tr li gii quyt xong. Kt qu gii quyt khiu ni phi c ghi vo s gii quyt khiu ni BM/QT 7.2-04/01. 5.2.5 Kim tra theo di cng tc gii quyt khiu ni:

Cui tun ph trch b phn gii quyt khiu ni kim tra vic gii quyt khiu ni ca tun m bo cc khiu ni c gii quyt kp thi v hiu qu. Sau khi kim tra cn xc nhn vo s gii quyt khiu ni BM/QT 7.2-04/01. 5.3 Xc nh s tho mn ca khch hng: Xc nh s tho mn ca khch hng: Ngi vic nh gi s tho mn khch hng thng qua vic gii quyt khiu ni nh trn, Cng ty thc hin nhiu hnh thc thu thp kin phn hi ca khch hng, phn tch lm c s cho vic khc phc, phng nga hoc a ra cc ci tin, b sung khi iu kin c th. 5.3.1Hnh thc thu thp thng tin: Hnh thc thu thp thng tin: Vic thu thp thng tin nhm xc nh s tho mn ca khch hng c tin hnh di cc hnh thc sau: - Pht phiu thm d khch hng: 1 ln/nm. Phiu thm d kin khch hng khng c ni dung c nh m thay i theo yu cu ca mi ln thm d. - S gp ti ca hng: hng ngy (BM/QT 7.2-04/02) - Thng qua mt cng ty chuyn nghip, khi cn - Tp hp kin khch hng phn nh qua b phn tr li khch hng i 1090: hng tun. 5.3.2Phn tch cc thng tin: Phn tch cc thng tin: Ngay sau khi tip nhn, cc thng tin trn cn phn lm hai loi: - Cc phn hi ca khch hng v cht lng dch v ca Cng ty khng p ng c cc yu cu cam kt hay cng b (a), v - Cc phn hi ngh Cng ty ci tin, m rng cc dch v hay vng ph sng. (b) i vi cc thng tin phn hi loi (a), cn c vo ni dung chi tit ca phn hi, cn c chuyn n b phn gii quyt khiu ni gii quyt theo mc 5.2 ni trn hoc chuyn n cc b phn c lin quan c hnh ng khc phc, phng nga theo QT 8.5-01. Cc kt qu gii quyt phi c lu gi theo quy nh ca cc quy trnh tng ng. i vi cc thng tin phn hi loi (b), nh k 03 thng mt ln Phng Chm sc khch hng Cng ty xem xt phn loi thnh nhm cc thng tin nh: Yu cu ci tin cht lng mng li Yu cu ci tin cht lng mng li Yu cu m rng vng ph sng Yu cu m rng vng ph sng Yu cu m rng dch v Yu cu m rng dch v Yu cu ci tin mc cc ph v thanh tn cc ph Yu cu ci tin mc cc ph v thanh ton cc ph Yu cu v thi phc v Yu cu v thi phc v Cc yu cu khc Cc yu cu khc Trn c s cn xem xt kh nng ca Cng ty v tnh kh thi lp phng n ngh lnh o Trung tm hoc Cng ty quyt nh vic ci tin. 6. H s lu tr H s sau y phi c lu ti b phn tr li khch hng: - Cng vn lin quan n cng tc tr li khch hng: thc hin theo Quy trnh kim st cng vn i, n QT 4.2-02. - Tp hp kin khch hng: lu gi trong thi hn 01 nm. H s sau y phi c lu ti b phn gii quyt khiu ni: - n khiu ni ca khch hng + cc vn bn lin quan n vic khiu ni (t trnh gi Lnh o Phng, Lnh o Trung tm, cngvn gi cc bn c lin quan...): c lu gi trong 2 nm k t ngy kt thc khiu ni. - S theo di gii quyt khiu ni: lu gi thng xuyn. - Kt qu phn tch s tho m n ca khch hng: lu gi trong 3 nm.

Phn III DCH V CA MOBIFONE

.I CC DCH V THUC MOBIFONE.

STT 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27

Dch v gi tr gia tng Gi i/Nhn cuc gi (trong nc & Quc t) Gi/nhn SMS (trong nc & Quc t) Gi i Quc t VOICE IP Hin th s ch gi (CLIP) Gi, ch cuc gi Cm hin th s TB ch gi (CLIR) Chuyn tip cuc gi Chn cuc gi Chuyn vng trong nc Chuyn vng quc t Hp th thoi Fax Data Wap MobiFun Live/ MobiFun MobiPortal Nhn tin qung b Nhn tin chuyn i dch v Cc dch v khc trn nn SMS (MobiChat, MobiMail, MobiFun, LiveScore, Mobilist, tra cc nng, MobiEZ, vv) GPRS v MMS (my u cui ch tr) Gi 900, 901 (np th v kim tra ti khon), USSD Tr li gii p, gi 18001090 Bn hng trc tip (gi 888) t v my bay VN Airlines (gi 320) Taxi (gi 333 hoc 777) Khn cp (gi 113, 114, 115)

MobiGold C C C C C C C C C C C C C C C C C Khng C C Khng C C C C C

MobiCar MobiPla Mobi4U d y Nhn C C cuc gi C C C C Khng Khng C Khng Khng C Khng C C C C C C C C C C C C C C C C C C Khng Khng C Khng Khng C Khng C C C C C C C C C C C C C C C Khng C C Khng Khng Khng Khng Khng Khng Khng Khng C C C C C C C C C Khng Khng Khng Khng

MobiQ

Cc dch v khc

a. Dch v hin th s thu bao ch gi (CLIP). inh nghia : Dch v hin th s thu bao gi n "CLIP" l dch v cho php my in thoi ca khch hng c th nhn din c s in thoi ca ngi gi n. Li ch: Bn s bit c s my ca ngi ang gi n quyt nh c tip nhn cuc gi hay khng. b. Dch v giu s thu bao ch gi (CLIR) nh ngha: l dch v gip s my ca khch hng khng hin th trn my di ng khc khi gi n s

 Li ch: Nu v l do no m KH khng mun cho mi ngi nhn bit c s thu bao ca KH khi KH gi in n cho h th dch v cm hin th s thu bao gi n s gip cho KH c nh . c. Dch v ch cuc gi Call Waiting. nh ngha: Dch v ch cuc gi l dch v cho php KH c th nhn c tn hiu cuc gi 2 khi ang m thoi vi ngi th nht. Li ch:Dch v ny m bo cho KH d ang bn m thoi bn cng khng bao gi b l bt c 1 cuc gi n no. d. Dch v gi cuc gi Call Hold. nh ngha: Dch v gi cuc gi l dch v cho php KH thit lp 02 cuc gi cng mt lc. Khi ang m thoi KH c th gi cuc gi 1 ch ch v thit lp cuc gi th 2 sau vn c th quay li tip tc m thoi vi cuc gi 1. Li ch: Dch v ny gip cho KH c th m thoi lun phin vi 02 cuc gi cng lc. Khi kt hp 2 dch v trn vi nhau, cc dch v ny s b sung cho nhau v pht huy hiu qu thc s. e. Dch v chuyn tip cuc gi Call Forward - CF. Thu bao MobiGold c th chuyn tip cc cuc gi n sang 1 s my khc (di ng, c nh), hoc hp th thoi trong nhiu tnh hung( bn, khng tr li, tt my, hoc tt c) nhm mc ch gi lin lc. Thu bao MobiCard, Mobi4U c dch v chuyn tip cuc gi nhng ch c chuyn vo hp th thoi trong trng hp tt my ch khng c chuyn n bt c s no khc. Dch v ny rt thun tin khi my di ng ca khch hng b h, hoc ang nhng vng khng c sng, trong nhng thi im hi hp, hoc khng tin tr li my v.v. f. Dch v hp th thoi Voice Mail. L dch v tr li t ng, gip KH tr li cuc gi, ghi li tin nhn bng li ca ngi gi n khi KH khng tin tr li hoc khng th tr li in thoi. ng k t ng (khng cn lin h CH) Sau 28 ngy nu khng s dng h thng s t ct dch v, s dng li KH gi vo h thng ng k. Hin cha c chc nng nhn Fax. C hai loi hp th : Ting Vit v Ting Anh. Trung tm 1 2 3 g. Dch v Fax. y l mt dch v gi tr gia tng ca MobiFone, thu bao MF c th dng my di ng kt hp vi my vi tnh xch tay gi v nhn Fax thng qua mng in thoi di ng. h. Dch v Data dch v truyn s liu. S tt ca HTT 940 980 940 Truy nhp trc tip 941 981 941 Truy nhp gin tip 090.4222222 090.8222222 090.5222222 Truy nhp gin tip gi tin 942 982 942

y l mt dch v gi tr gia tng ca MobiFone, thu bao MF c th dng my di ng kt hp vi my vi tnh xch tay gi v nhn file d liu (data), truy nhp vo Internet, Intranet ly thng tin thng qua mng in thoi di ng. i. Dch v chuyn vng trong nc. Dch v Chuyn vng (Roaming) trong nc l dch v c thit lp gia hai nh khai thc mng GSM ti Vit Nam l Mobifone v Vinaphone . S dng dch v ny, thu bao ca MobiFone c th s dng sng ca Vinaphone v ngc li. Li ch ca dch v M rng vng ph sng Mang li li ch cho c hai nh khai thc Hiu qu u t cao Phc v khch hng tt hn Hin nay dch v ny s dng c ti 62/64 tnh thnh trong c nc tr H Ni v TPHCM j. Dch v chuyn vng quc t. Dch v chuyn vng quc t l dch v cho php thu bao MobiFone s dng in thoi di ng (TD) ca mnh gi v nhn cuc gi ti tt c cc nc c tha thun chuyn vng Quc t vi MobiFone m khng cn thay i th SIM v s my TD. Khi thu bao MobiFone Vit Nam i nc ngi v s dng dch v chuyn vng quc t th khi nim: Mng ch - MobiFone: l nh khai thc c quyn thit lp, khai thc v cung cp dch v chuyn vng cho cc thu bao MobiFone ti Vit Nam. Mng khch: L mng c k kt chuyn vng vi MobiFone v cho php thu bao MobiFone chuyn vng c th truy cp v s dng mng ca mnh. Li ch khi s dng dch v chuyn vng quc t. M rng kh nng lin lc ca cc thu bao GSM trn tn th gii. Lun gi c lin lc. Tin li v d s dng. S dng cc dch v ph. Thanh tn n gin. Cc dch v gi tr gia tng cung cp khi chuyn vng quc t: Ngi cc dch v c bn, TB MobiFone chuyn vng ra nc ngi: c th s dng mt s dch v gi tr gia tng khc nh: SMS Gi, ch cuc gi Chuyn tip cuc gi Fax, data (ph thuc vo mng khch nc m khch hng ang Roaming n) Thu bao nc ngi chuyn vng n VN c s dng cc dch v ph nh: Hin th s gi n. Chuyn tip cuc gi. Gi, ch cuc gi. Hp th thoi. Gi s tt. Fax, data. SMS k. Dch v gi quc t.

 nh ngha: l dch v cho php KH thc hin gi n cc nc trn th gii Li ch: m bo cho KH c th lin lc ra cc s in thoi nm ngi nc Vit Nam, lm rt ngn khong cch gia cc nc trn th gii. - Cch tnh cc gi dch v IDD quc t: Cc gi IDD t di ng = cc thng tin trong nc + cc dch v IDD quc t - Cch tnh cc gi dch v VoIP quc t (171 vi thu bao tr trc, 1717 vi thu bao tr sau): Cc gi VoIP t di ng = cc thng tin trong nc + cc dch v VoIP quc t - Cc dch v IDD c th cn c theo bng gi cc hin hnh. l. Dch v nhn tin qung b. Cung cp cc thng tin min ph c pht trn tn mng di dng tin nhn cho cc thu bao MobiFone - MobiCard - Mobi4U - MobiPlay. STT 1 2 3 4 Ni dung qung b Bn tin t gi vng v -la Bn tin v th thao Bn tin v d bo thi tit Bn tin v qung co khuyn mi ca MobiFone M s knh 010 024 040 058 Thi gian pht tin 9h45' - 9h55' 7h00' - 7h15' 7h30' - 7h45' -

m. Dch v Wap. MobiFone Wap l mt dch v gia tng gi tr cng ngh mi cho php thu bao MF, MC v Mobi4U truy cp thng tin trn mng Internet v Intranet (chi truy cp c cc site c h tr Wap-Wml), gi, nhn email, v nhiu dch v khc trn trang ch ca ca MobiFone Wap nh tin tc, th trng chng khn, phim, ca nhc, lch bay, .trn mn hnh cc my in thoi di ng c h tr Wap. WAP vit tt t ch Wireless Application Protocol l mt chun m tn cu cho php ngi dng in thoi, my nhn tin hay cc thit b cm tay c h tr WAP truy nhp vo cc WAP site ttrn Internet/Intranet. Bn cht ca hai h thng Wap v Internet l tng t nhau, k cc cc mc ng dng v cc lp mng, thng thng hin th thng tin trn mn hnh my vi tnh cc browser s dng dng HTML (Hyper Text Markup Language) nhng hin th thng tin trn my in thoi di ng cc browser s dng dng WML(Wireless Markup Language) l mt ngn ng m da trn chun XML (Extensible Markup Language). Lu : Dch v ny hin khng cung cp cho khch hng chuyn vng quc t, thu bao MF v MC roaming ra nc ngi cng khng s dng c dch v. Hin nay cc thu bao c hp th in t ca cc nh cung cp nh VDC (c phn ui:hcm.vnn.vn;hn.vnn.vn;dn.vnn.vn), FPT c th s dng dch v Mobifone WAP gi v nhn, chuyn tip Email. Tuy nhin dch v MobiFone WAP ch h tr ting Vit khng du do thu bao s khng c v gi c email bng ting Vit c du, cc file gi km cng khng c c bng MobifoneWap. Khi ng k dch v, giao dch vin vn ghi : dch v truyn d liu (wap) trn phiu ng k s dng dch v nhng khng cung cp s data ring cho khch hng v khch hng ch c th s dng c dch v WAP ch khng s dng truyn d liu hoc truy nhp Internet qua in thoi di ng. Trng hp khch hng mun s dng truyn d liu hoc truy nhp Internet.

in thoi di ng c chc nng WAP c tch hp sn mt trnh duyt nh hay cn gi l mini-brower ph hp vi cu hnh ca my c th gip ngi s dng tm kim thng tin v tham gia cc hot ng, cc dch v khc do nh khai thc trang ch Wap cung cp. M hnh hot ng ca WAP l client-server m t nh sau: n. Dch v tin nhn a phng tin MMS. Vit tt ca t: MultiMedia Service - Tm dch l Dch v tin nhn a phng tin Dch v tin nhn a phng tin: L mt dch v ca mng GSM-GPRS L dch v tin nhn tch hp v ng b hai hoc nhiu hn cc dch v (phng tin) khc nh vn bn, hnh nh, m thanh, an video ngn... Ngi s dng c th to ra cc tin nhn vi text, hnh nh, m thanh, videoclip v gi chng i n cc s di ng hoc n mt a ch email ; v c th nhn, xem, chuyn tip, xa b hoc lu tr mt phn hay tan b mt bn tin a phng tin. Khch hng c th xy dng cc album nh, th vin nhc chung ring ca mnh bng vic ti cc hnh nh, nhc chung t cc th vin nh, nhc a phng tin t mng Internet trc tip vo my hoc thng qua my tnh hoc t to trn my v lu gi chng nh mt ngn hng d liu trn my di ng >> ch cn insert vo v gi i nh mt bn tin o. Dch v GPRS Internet. GPRS vit tt t ch General Packet Radio Service, l dch v thoi gi tr gia tng mi ca mng GSM, cho php ngi s dng truyn v nhn thng tin thng qua mng di ng GSM di dng chuyn mch gi. GPRS p ng kh nng truyn d liu tc ln cho ngi s dng, chng hn n s p ng cho ngi s dng duyt WEB c hnh nh, truyn d liu nhanh, thc hin cc dch v ting ni v hnh nh thi gian thc. chun b cho vic tin ti cng ngh thng tin th h th 3 (3G-Third generation Mobile) m vn tn dng c c s h tng mng hin c, duy tr c cc dch v mng ang cung cp, cc nh khai thc mng GSM chn la dch v GPRS nh mt bc m ci thin nhc im v tc truyn d liu, ti u ti nguyn v tuyn>> khch hng s c hng mc ph hp l hn. Trn l thuyt, tc bng thng ti a ca GPRS c th t ti 171,2 Kb/s khi dng c 8 knh truyn cng mt thi im. C ngha l nhanh gp 3 ln tc truyn d liu hin nay ca mng c nh v gp hn mi ln tc truyn hin nay ca GSM - Circuit Switched Data (CSD). Nh vy thng tin (d liu, hnh nh, ..) c th truyn nhanh hn, hiu qu hn thng qua c s h tng ca mng GSM hin nay v cho php mt mc gi kinh t hn cho ngi s dng, s dng c ngi dng cng cn phi c my u cui h tr chc nng GPRS. Tc truyn d liu lc ny ph thuc c vo nh khai thc dch v v loi my u cui m khch hng s dng. C rt t loi thit b h tr ti a tc truyn d liu 171kbps ca cng ngh GPRS. V mt thc t l khng nh khai thc mng no dnh c 8 knh cho mt ngi s dng n l dng mt lc t n tc trn. Hin nay VMS m 4 knh vi bng thng ti a l 40kb/s. S kt ni gn nh tc thi l mt u vit ca GPRS so vi GSM-CSD, thng tin c gi hay nhn ngay lp tc khi c nhu cu m khng cn dial qua modem, c tnh ny c m t nh l "always connected", Always connected l mt c tnh rt quan trng cho cc ng dng i hi kht khe v thi gian, chng hn ng dng m cn s nhn thc t xa v cp php cc ti khon, ng dng ny khng cho php bt buc khch hng phi ch qu 30 giy. So snh tc ca GPRS vi cc dch v khc:

Tn gi GPRS GSM CSD HSCSD Dial-UP ISDN Standard ADSL Broadband

Uplink (Sending) 14 kbps 9.6-14 kbps 28 kbps 56 kbps 64 kbps 256 kbps 2 Mbps

Downlink (Receiving) 28-64 kbps 9.6-14 kbps 28 kbps 56 kbps 64 kbps 512 kbps 2 Mbps

Cc ng dng trn nn GPRS: (1).Chat: Do tng ng v cch thc truyn tin nh Internet, GPRS trong tng lai s cho php ngi dng di ng tham gia hn tn vo cc nhm chat trn cc trang Internet. Trong giai on mt (phase 1) ca GPRS, vic gi cng mt tin nhn n nhiu ngi trong nhm cha thc hin c (Point to Multipoint - sending the same information to several GPRS users at the same time), nn SMS vn l tr ct ca Mobile Chat (vi cc nhm chat to ra ring cho nhng ngi dng di ng). Tuy giai on 2 ca GPRS cha c xc nh c th, nhng nht nh s h tr mc ti d liu cao hn nh vo Point to Multipoint v EDGE (Enhanced Data rates for GSM Evolution) Gi thng tin di dng text v images: Ni dung thng tin gi vo my TD s a dng t gi c c phiu, kt qu th thao, tin thi tit, lch c chuyn bay, tin tc thi s, kt qu x s n l s t vi, tnh hnh giao thng... di dng text hay hnh minh ha, bn , biu . Ngi s dng c th gi nh chp t trn my di ng ca mnh ti cc thit b khc hoc ln mt trang web trn Internet. Cng ngh khng dy ang chuyn hng t tin nhn dng text sang cc biu tng minh ha, t picture message sang nh chp, t cc clip qung co phim c ti v my sang xem trc tuyn trn vn mt b phim nh data streaming. Tuy nhin l c mt chng ng lu di, trc mt vi GPRS c th thng mi ngay dch v truyn hnh nh ng gim st qun l s dng bi xe, cc cao c vn phng ngn nga trm cp, t nhp, gi nh chp bnh nhn n bnh vin t xe cp cu. Dch v videoconference s tr thnh hin thc nh GPRS, cho php cc nhn vin bn hng bo co, trao i thng k m khng phi di chuyn n cng mt v tr hi hp. Duyt web trn Internet: Trc y, vi tc 9.6 kbps, ngi truy nhp web t in thoi di ng chc chn s khng thy d chu g khi thng tin t server ca trang web ti n my di ng mt qu lu. ci thin tc , vic b chc nng ti hnh m ch xem text trn web khin ngi dng cm thy kh theo di ni dung do layout ca trang web b thay i so vi nguyn bn, vi GPRS nhng vn trn ch cn l lch s. EMAIL: Vi gn na s lng nhn vin ra vo vn phng lin tc, iu quan trng l h phi thng xuyn gi lin lc vi vn phng sao cho h vn truy nhp c email ni b m khng phi ngi ti bn lm vic. Email ni b hin thng chy trn mng ni b (LAN) bao gm Microsoft Mail, Outlook Express, Lotus notes.. Gii lm vic trong vn phng s dng nhiu my di ng c GPRS hn bn ngi nn kh nng ng dng rng ri Email vn phng trn my di ng l tng i ln. GPRS ca Mobifone s cho bn hn tn c th kt ni vi Email Server qua POP3 nhn v gi mail. (5). Ngi nh k thut s (Home Automation) (4). (3). (2).

Dch v Home Automation bao gm an ninh t xa v iu khin t xa. Bn c th theo di nh mnh khi ang bt c u - vn phng, ni cng tc xa hay khu ngh mt. Nu chung chng trm nh reo, khng nhng bn c thng bo m cn c th xem trc tip hnh nh b t nhp. Bn cng c th "lm" nhiu vic ti nh thay v ch quan st t xa. Cc hng sn xut thit b tiu dng nh v ang trin khai gn (address) giao thc IP (Internet Protocol) vo cc thit b nh TV, video, dn stereo hi-fi, bp vi sng, t lnh... ngi dng my di ng h tr GPRS nh mt cng c iu khin t xa bt trc my lnh, hm li thc n, ghi li chng trnh truyn hnh a thch... Dch v chn cuc gi. Thu bao tr trc, tr sau c th thao tc t chn cuc gi trn my Dch v ny gip khch hng c th ch ng t hn ch cc gi, trnh cc cuc gi i v n khng mong mun (trong cc thi im ty ) Dch v USSD. USSD (Unstructured Supplementary Service Data) l 1 tnh nng c sn ca CAMEL pha 2 trin khai trn mng MobiFone. Vi tnh nng ny, chng ta c th trin khai rt nhiu cc ng dng tin ch. D kin trong nm 2004 s trin khai cc ng dng sau: Kim tra ti khon Np tin vo ti khon Thng bo bng SMS cho cc thu bao khi ht hn ti khon hoc ht hn s dng Chuyn i cc hnh thc tr trc Thng bo s tin cn li sau khi kt thc cuc gi, sau khi np th Tit kim c ti nguyn mng li > phc v tt hn cho cc cuc gi c pht sinh cc Gim c cc thc mc v s tin v thi gian khi KH nghe cha r t 900, 901 Khch hng vn c th np c tin khi t chn cuc gi trn my (barring), b refill c bit c ng dng truy xut ti khon mng ch khi thc hin roaming (trong nc v quc t - d kin trin khai 2005) Cch s dng: Kim tra ti khon: .*101# Phm thc hin cuc gi VD: Tng t cu thng bo khi nghe 901 i vi Card " So tien cua Qui khach la xxx.xxx d. Duoc su dung den xx/yy/zz " i vi 4U " So tien cua Qui khach la xxx.xxx d." Np tin vo ti khon: *100* m s ti khon# Phm thc hin cuc gi Kim tra v tr VLR: *222# (c th s dng trong x l SMS) V d: i vi my ang s dng ti VLR 3> MobiFone MSC/VLR03 Phm thc hin cuc gi: Ty vo my, c th l phm in thoi xanh, phm OK, phm Yes ... r. Dch v nhn tin ngn SMS v cc dch v trn nn SMS. Thu bao MobiFone, MobiCard, Mobi4U c th gi v nhn tin nhn vi cc thu bao khc ca mng MobiFone, Vinaphone v cc mng c tha thun chuyn vng quc t vi MobiFone. q. p.

 S dng dch v SMS rt thun tin, tit kim... khi bn cn cc thng tin chnh xc, hoc khng tin ni qua in thoi, thu bao kia ang tt my.. Cc dch v in hnh trn nn SMS bao gm: Dch v MobiChat Dch v MobiMail Dch v MobiFun Dch v MobiFunLive Dch v Mobilist Dch v Livescore Dch v xem im thi i Hc Dch v tra cu Lch m dng Dch v tra cc in thoi Dch v chuyn i gia cc hnh thc s dng tr trc Dch v MobiEZ s. Dch v gi cc. L loi hnh thu bao tr sau. Khch hng ng k s dng thay v tr cc thu bao thng s tr mc gi ca gi cc/thng v c s dng mt s lng block 1s lin lc trong nc v SMS min ph theo tng gi cc tng ng. Tt c cc thu bao tr sau ang hot ng trn mng v thu bao ha mng mi u c th ng k s dng dch v ny. SMS min ph 50 100 150 250 350 350 Gi mua gi cc Cha VAT C VAT 183.824 202.206 290.985 320.084 402.335 442.569 500.293 550.322 608.489 669.338 707.960 778.756

Cc gi cc c lit k trong bng sau: TT 1 2 3 4 5 6 Tn Gi Cc S block 1s cam kt G1 G2 G3 G4 G5 G6 5.000 block 10.000 block 15.000 block 20.000 block 25.000 block 30.000 block

Th tc ng k v ct hy: ng k / hy ti thiu vo trc ngy lm vic cui cng ca thng trc s dng cho thng tip theo. ng k ti Ca hng VMS - MobiFone / i l chuyn MobiFone / BHTT. Min ph ng k / hy Thi gian cam kt s dng: ti thiu 01 thng i vi thu bao tr sau ha mng mi: Th tc ha mng: nh quy nh chung in vo Phiu yu cu cung cp dch v in thoi di ng (theo mu). Trn phiu yu cu ghi r loi gi cc khch hng ng k. i vi thu bao tr ang hot ng: CMND, ng k b sung vo Phiu thay i yu cu cung cp dch v in thoi di ng (theo mu) t.Dch v gi s tt. a) Cc s tt tnh theo bng cc hin hnh: Gi Taxi: : 777

Bn hng trc tip: Hng khng Vit Nam Tng i gii p Viettel: Tng i gii p S-Fone: Gii p s T ni ht mng C Dch v bo gi

: 888 : 320 : 042660198 : 1800095 : 04116 : 04117 : 18001090 : 18001091: : 18001001 : 18001260 : 18001255 : 04119

b) Cc s gi min ph: Tng i gii p MobiFone Tng i gii p Vinaphone D/v h tr gii p Quc t Dch v h tr khch hng ca VDC Dch v h tr khch hng ca VASC Dch v bo hng my mng c nh

c) Gi khn cp min ph (nu bm thm m vng s b tnh cc): Khng m hng ny khi thu bao b kha 01 chiu hoc 02 chiu. Cng an : 113 Cu ha : 114 Y t : 115 u. Mt s dch v khc. Mobiportal: l dch v MobiFone trc tuyn hay H thng Thng Tin Chm Sc Khch Hng. Dch v SIM hai s: Dch v SIM HAI S l dch v m khch hng c th s dng 2 s thu bao trn cng mt SIMCARD. Thng s k thut ca Sim 2 s: Mi SIMCARD c 1 s SERI i vi 02 IMSI ( 02 IMSI MobiGold hoc 01 IMSI MobiGold + 01 IMSI MobiCard). Mi IMSI i km 01 s thu bao Mobifone/ MobiCard tng ng. Mi IMSI c cc tham s PIN1, PUK1, PIN2, PUK2 ring - Loai Sim 32K, dung lng b nh: - S ban tin ngn SMS: - S tt lu trong Sim 255 s 50 333, 777, 145, 320

Dch v SuperSIM: Dch v ny cung cp cho khch hng mt loi SIM mi c dung lng ln gp 4 ln dung lng loi SIM c (SIM 16k), l Super SIM. Super SIM cho php lu tr 750 s in thoi (gp 3 ln SIM c) v c ci sn nhiu dch v tin ch nh Super Danh b, tin ch, gi SMS nhm. Khi kch hot SIM, KH c th s dng ngay cc tnh nng tin li m hu nh khng cn phi thao tc ci t phc tp. Dch v thanh tn tin cc qua ATM Dch v FunRing: - Dch v Nhc chung cho ngi gi - FunRing l dch v gi tr gia tng cho php khch hng l thu bao di ng ca mng MobiFone c th la chn on nhc hay nhng hiu ng m thanh a thch thay cho hi chung ch

thng thoi. Cc thu bao ca cc mng c nh v di ng khc khi gi n s cc s my thu bao ca mng Mobifone (thu bao ng k ng k s dng dch v) s nghe c nhng on nhc hay cc hiu ng m thanh do thu bao Mobifone la chn thay v phi nghe hi chung ch thng thoi "tt, tt" n iu. Dch v bo cuc gi nh MCA: MCA l dch v thng bo cuc gi nh khi khch hng tt my hoc ngi vng ph sng, sau khi bt my s c tin nhn thng bo cc cuc gi nh.

.II

CC DCH V NGI MOBIFONE.

Cc dch v cung cp 1- Alofun (DA) - Danh sch cc lai my h tr 996 2- Bng SMS (DEC) 3- VietnamNet Hotlist (MT) 4- Nhp sng th thao (DE-BD) 5- XH cuc sng (XH) (Hi gi xe t, xe gn my, li hay p, a ch n ung c ting, thng tin v a d, mc li sut tit kim,...) 6- Ho hng cng V-League (VL) 7- Vinh quang Champion league (VDCL) 8- D on v trng thng (DDTT) 9- LuckyWin - Duy nht v nh hn ngi khc (MP) 10- LuckyWin - Ti on (TD) 11- Thng tin mo vt (MV) 12- Th gii nh (AM) 13- Tra cu danh b (DB) 14- Hng ti ging ng (xem im thi H-C) (DT-DC) 15- Bnh chn thng tin th thao v gii tr (TT) 16- bng bng u (FB) 17- SMS - Daily (thng tin tin ch: gi vng, tu xe ...) (SD) 18- Tra t in (TDAV) 19- You & Dalink - Li khuyn b ch (YDA) 20- Tin tc OnPhone (OP) 21-Dalink Friend (GA) 22- Dch v "Ly chng" v "Cha ly chng" (MW) 23- Rao vt trn bo Sinh Vin Vit Nam (RV2) 24- Lch Vn S (VS) 25- Dear... (DEAR) 26- Ging Sinh Vng (GAM) 27- Chun b cho gi G (DA) 28- Nhc chung min ph (OP) 29- Tr chi l x (GAM) 30- Bnh chn mng di ng tt nht nm 2005 (BC) (t 0h 30/12/05-10/01/06) 31- LuckyWin i Lc (SC) (t 0h 22/1/2006-12/2/2006) 32- LuckyWin 2 Nht (MP) 33- LuckyWin Win Go (GO) 34- LuckyWin For Love (TD) 1- Bo gi in thoi (GIA) Cc

Dch v

996 FAQs

2000

997

1000

998

8799

19001255 FAQs

2- Mobile - Banking (ACB) 3- LuckyFone - Xem kt qu x s (XS) 4- SMS Mail - Gi email t in thoi di ng (MAIL) 5- Lch vn s (xem ngy m lch) (VS) 6- Nhn tin cho Linh (MD) 7- Tit kim di ng (LSV) 8- Thng tin cn bit (VANG-TG-CK-TT) 9- Thng bo lch tu - lch bay (TAU-BAY) 10- D on t s V-League 2005 (FM) 11- Thng tin m thc - Gii tr (n ung, xem, oc, nghe, Karaoke) 12- Khng gian d lun (KGDL) 13- Tm my ATM (ATM) 1- Vietnamnet Messenger (IM) 2- Eximpro SMS (PR-EXP-EXL) 3- Vietlaw - SMS (Tra cu vn bn lut) (VB) 4- MediFone (ME-BOTHUOCLA) 5- Tr chi t ph (TP) 6- LuckyWin on Gi (DG) 1- Dch v n King (AK) TIN NNG TRC TUYN * LuckyFone (Kt qu x s) BNH CHN VI HTV * Nng ng (ND) * Trc xanh (TX) BNH CHN VI VOH * Thng ip trn sng FM (QT7-QTND-TDV) * Chuyn gia nh - vui mo vt BNH CHN VI SGGP * Sc mu qu hng (SMQH) DU XUN CNG NOKIA (NOK) - (min ph 5hnh ng/5hnh nn/5 nhc a m/5Java) * Ti yu Vit nam (ANTOAN) * Gala Ci 2004 * Rng Vng (RV) * Thng tin gii tr * Cc chng trnh gii tr (i Bnh Dng, Long An, Ting ni VN....) * Siu th May Mn (STMM) * Mi ngi cng thng * Hp th sng in nh * Studio v bn * Dch v lm quen kt bn (KB) * Kt qu x s (XS) - Gi 19001588 * Chng trnh gii tr c thng ca Bo Thanh Nin (HAPPYDAY) * Sng khe mi ngy (SUCKHOE) * Xem kt qu thi H-C ca bo Tui Tr (DT-DC-XT)

3000

15.000/tin

500/tin 1000/pht

19001221 19001560 19001570 19001511 19001522 19001599 19001770 19001712 19001778 19001733

500/tin 1000/pht 500/tin 1000/pht 500/tin 1000/pht 500/tin 1000/pht 1000/pht 500/tin 1000/tin 1000/tin 1500/pht 1000/tin 1500/pht 1000/tin

* Sc mnh Vit Nam (d on cho Seagames 23) 19001785 19001786 19001789 19001775 19001790 19001799 8018897 * D on cng SEAGAMES 23 ca VDC * Vui cng Gala-Gala ci 2005 * D on kt qu trn u cp C1 (C1) * Bnh chn Bi ht Vit (BAIHAT-CASY) * Xem kt qu thi H&C-bo Thanh Nin (DT-DC-XT) * Bnh chn cuc thi Ting ht Truyn hnh 2005-Vng CK 2 * Sn phm ca bn (SPCB) * Dalink phi hp vi bo H2! (H2) * Ph N v Cuc Sng (PN) * Chuyn l Vit Nam

1500/pht 1000/tin 1500/pht 1000/tin 1500/pht 1000/tin 1500/pht 1000/tin 1500/pht 1000/tin 1500/pht 1000/tin 1500/pht cc d + 600/p

Lu : i vi thu bao tr sau: Bt u thc hin tnh cc t 0h00 ngy 1/1/2004 i vi thu bao tr trc: Bt u thc hin tnh cc t 0h00 ngy 6/1/2004 Vic tnh cc cc dch v"Thng tin-Gii tr-Thng mi" s c tnh trn c s tin nhn phn hi thnh cng t h thng ca VASC v SMSC ca MF S h tr min ph: 18001255 (c di ng v c nh)(theo cv s 1068/KH-BH&M ngy 30-3-05) Cch s dng chung a) Nhn tin SMS: Bc 1: Khch hng gi tin nhn theo c php quy nh cho tng dch v (Xem chi tit trong tng dch v) Bc 2: Gi tin n s dch v 996 / 997 / 998 / 19001255 (S dch v s c xc nh theo tng dch v, xem chi tit bn di) Bc 3: Ch trong giy lt v nhn kt qu. b). Gi in thoi n 19001255 Bc 1: Quay s 19001255 Bc 2: Thc hin theo hng dn trong hp thoi Thng tin tr gip Khch hng c th dng cc cch sau nhn c thng tin tr gip v m lnh: San tin nhn: Help v gi v M s dch v (996, 997, 998) Gi tin nhn bt k (khng nm trong cc m lnh dch v) n m s dch v. Gi n s h tr min ph: 18001255 (gi c t c nh v di ng t 8h sng n 21h tt c cc ngy) Truy cp vo trang web http://mcommerce.vietnamnet.vn Gi email yu cu n hp th mcommerce@vasc.com.vn Ngi ra khi khch hng gi sai c php, sai cc tham s lnh qui nh ti mi dch v s nhn c mt tin nhn phn hi c tnh cht tr gip.

.III

MY U CUI

.1

Gii thiu khai quat v may u cui

Thit b u cui. Thit b u cui l mt phn khng th thiu trong tn b h thng vin thng ni chung v di ng ni ring. Thit b u cui l do KH t trang b Thit b u cui gm c: My u cui SIM Cc hng cung cp my u cui. Hin nay c rt nhiu hng sn xut my u cui, tuy nhin cc hng chim th phn ln gm cc hng sau: Nokia SonyEricsson Motorola Siemens Samsung LG Sharp Nec Phillip Cu trc my u cui. My u cui c cu to bi nhng b phn c bn: Main Mn hnh PIN V Sc Tai Nghe Cp data Cu trc bn phm bao gm: Phn s Phn ch V phn menu Mt s h iu hnh chy trn thit b u cui bao gm: Symbian Window Mobile PALM OS Linux BlackBerry OS Mt s platform phn mm trn thit b u cui: Java (J2ME) BREW (Binary Resource Environment for Wireless)

.2

Cch s dng c bn my u cui.

.2.1. Kha m bn phm thng dng: My Nokia Kha phm: "Menu" + "*" trong vng 1,5s. M phm: "M kha" + "*" trong vng 1,5s. Ngi ra: 8855: c th ci m kha phm bng : Ci t/ci t cho my/m kha phm/bt v m bng "M kha"+ m bo v ok 7210,6510: c th ci hn gi bng: Ci t/ci t cho my/kha phm t ng/bt > ci hn gi 3610: c th ci hn gi bng: Ci t/ci t kha phm/bt >ci hn gi 5110 : n phm Navy(Menu) + space (0) May Samsung Hu ht cc my Samsung c np gp th khng c chc nng kha bn phm Ngi ra: R220: M kha: gi lu phm "*", my t ng kha sau 15s nu ci t: Ci t/ci t in thai/kha phm/bt N620, N500: M kha: Phm "..." bn tri + "*", Kha phm: gi lu phm "*" , Ci t ng kha phm: Ci t/ci t in thai/ci t kha phm/bt R210: M kha gi lu "*", my t ng kha phm My Ericson Kha phm: t ng M kha: "C"+ "Yes" Ngi ra: E388: Ci t kha phm: setting/keylock/auto; m kha phm : "C"+"Yes" R1018, ER688, ER337: M kha: n mi tn xung +"Yes" May Motorola A3618, T189, V2088, P7689: Kha v m phm bng: "*" + "#" T190, T2688: Kha : gi "#" 2 giy, M: "OK" + "*", kha t ng bng cch: ci t in thai, kha in thai, kha t ng TalkaBarout: Kha: n "#" gi lu, M kha: "Menu" + "*" ME360: Kha v M phm bng: "Menu" + "*" May Siemens Hu ht my Kha: "#" gi lu (3s) M: "#" gi lu (3s) Ring C30: kha v m: "Yes" + "#" Ngi ra c th ci kha phm t ng mt s my nh sau: C35, S35i, SL45: Setup/Phone/Keys/Auto key lock ME45, C45: Ci t/Thit b/Phm/t ng kha phm S25: Ci t/bn phm S40: Security/Keypad lock/auto lock May Panasonic Kha phm: Bm menu bn phi trn cng 3 ln M kha: Bm menu bn phi trn cng 2 ln Ngi ra:

 GD90 : Kha n Menu chn KeyGuard, chn Enale ; M Bm Free 3 ln. GD35: 0000 + "ok" GD68, G60: Kha: n phm chnh gi v "chn", M kha: Menu bn tri > chn m, bm nt trn c du "chn" Khc Sagem :Kha phm: Security/Lock keypad/Active, M kha: "*" + "ok" Philip: Kha, v m: "C" gi lu Alcatel: M phm: "*" gi lu, - Ring Alcatel one touch club: kha "#", m : "159" Sony: - J5: kha v m phm bng: gt cn gt bn tri xung - J70, Z5: kha v m: phm chnh gi "Centre" +"#" TRIUM : Kh m n phm # NEC : Kh n phm #, m n Menu--> * .2.2. Chc nng gi in v nhn in: a. Gi in, c hai cch: + Bm trc tip s cn gi trn bn phm -> sau bm phm dng gi v nhn cuc gi. + Tm s in thoi lu trong danh b -> sau bm phm dng gi v nhn cuc gi. b. Nhn cuc gi: Khi thy c cuc gi n hin th trn mn hnh. + Nu mun nhn cuc gi -> bm phm dng gi v nhn cuc gi. + Nu khng mun nhn cuc -> bm phm dng t chi cuc gi. c. iu chnh m lng nghe ni: ta iu chnh m lng bng cch thc hin 1 cuc gi, ch lc kt ni -> ta bm phm iu chnh (ty theo tng loi my m nt iu chnh nhng v tr khc nhau v cch n khc nhau). d. Qun l cuc gi: Mun kim tra li nhng cuc gi gi i, gi n, cuc gi nh. Ta c th kim tra nhanh bng cch bm ngay phm gi in, my s hin ra phn log cho ta bit cuc gi nh, cuc gi n, cuc gi i (cch hin th ca log ty thuc vo tng loi my - Phn Log trong my: chn menu chn biu tng log. Phn log ny s cho ngi s dng bit c chi tit tn b cc thng tin n v i trong my. Phn ny khng nhng qun l v cuc gi m cn qun l c v tin nhn. Phn log trong my cng khc nhau vi nhng loi my khc nhau. .2.3. Chc nng nhn tin. Khi chn phn tin nhn, thng thng cc my c cc hin th c bn. New Message: to tin nhn mi Chn New message my s hin: - Text message: l tin nhn vn bn loi ny thng dng - Multi media message: tin nhn a phng tin loi tin nhn ny cho php ngi s dng khng ch gi vn bn m cn gi m thanh hnh nh ph thuc vo s h tr ca mng ang s dng. - E-mail: gi v nhn mail. Cc loi my i c c th khng c phn Multi media message v E-mail. InBox: hp th n lu nhng tin nhn n. OutBox: lu nhng tin nhn cha c gi do li mng hoc l do no .

 Sents: Lu nhng tin c gi MailBox: hp th lu Email Voice MailBox: Hp th thoi Options: Ty chn tnh nng ca chc nng tin nhn. Vv Ty theo loi my khc nhau m c thm hoc bt i mt s hin th v chc nng khc. Thng thng gi mt tin nhn, chng ta phi chn Message New message text message. My s hin th mt khung: Khung mn hnh dng vit tin. To: nhp s in thoi cn gi n. Sau n phm OK hoc phim Call, ty thuc vo tng loi my gi tin nhn. .3

ng dung cho cac dich vu

Np tin v kim tra ti khon qua giao thc USSD. Hng dn s dng dch v USSD: a. Np tin vo ti khon: Bc 1: Co nh lp ph trn b mt th np tin bit m s b mt in trn th (gm 12 ch s). Bc 2: T bn phm my TD bm: *100*xxxxxxxxxxxx#, ri bm phm OK. (trong : xxxxxxxxxxxx l 14 ch s b mt in trn th np tin). Bc 3: H thng a ra thng bo v kt qu np th trc tip trn mn hnh my in thoi ca khch hng. b. Kim tra s d ti khon: T bn phm my in thoi di ng bm: *101#, ri bm phm OK. H thng s thng bo s tin hin c trong ti khon trc tip trn mn hnh my in thoi ca khch hng. H thng s thng bo thi hn s dng ti khon ca thu bao.

Lu :Phm OK c th l phm YES hoc SEND... tu thuc vo tng loi my. Chi tit v cch s dng dch v v cc cu thng bo ca h thng: STT Ni dung yu cu Thao tc bm phim trn TD Thng bo phn hi ca h thng The da nap thanh cong, bam *101# de kiem tra TK. Cam on da su dung. Ma the Khong dung, xin moi nap lai. Ma the Khong dung, xin moi nap lai. So du tai khoan hien tai la: xxxx dong. Cam on da su dung . Kt qu np th

Np th thnh cng. Np th sai m. Np th trng vi m th s dng.

Np tin vo ti khon

*100*m s np tin#

Kim tra ti khon

*101#

Phn IV TNG QUAN V MNG GSM

S ra i ca loi hnh thng tin di ng s GSM l mt bc nhy vt ca lnh vc thng tin, n mang li cho ngi s dng nhng li ch khng th ph nhn c. Cng vi s pht trin ca k thut hin i, s i mi cng ngh, mng li vin thng tn cu ni chung cng ngy cng i mi theo chiu hng tch cc, v trong ci chung , lnh vc thng tin di ng lun cp nht nhng thnh tu khoa hc mi. Tuy nhin, khi vn internet tn cu v cc mng c quan, c nhn pht trin c v quy m v tin ch, xut hin nhu cu v dch v truyn s liu mi lc mi ni. Cc nh khai thc s dng cng ngh khng dy ang i hi tnh a dng cho dch v s liu khng dy. Khi nhu cu tng ln, i hi cc dch v ny phi c s dng tc cao hn. V th xu hng trin khai ln cc th h di ng tip theo l mt xu hng tt yu ang c trin khai ti nhiu nc trn th gii. GSM 2G >> GPRS 2,5G >> WCDMA 3G I- GSM (Global System for Mobile Communication): Cng ngh GSM hay cn c gi l h thng thng tin di ng tn cu, da trn cng ngh TDMA tiu chun Chu u. Cng ngh a truy cp phn chia theo thi gian TDMA l cng ngh truyn sng k thut s, cho php mt s ngi dung truy nhp vo cng mt knh tn s m khng b kt bng cch nh v nhng rnh thi gian duy nht cho mi ngi dng trong mi knh. Cng ngh GSM hay cn c gi l h thng thng tin di ng ton cu, da trn cng ngh TDMA tiu chun Chu u. Cng ngh a truy cp phn chia theo thi gian TDMA l cng ngh truyn sng k thut s, cho php mt s ngi dung truy nhp vo cng mt knh tn s m khng b kt bng cch nh v nhng rnh thi gian duy nht cho mi ngi dng trong mi knh. Trn th gii hin nay c hn 175 quc gia vi hn 450 nh khai thc ang s dng h thng ny v hin c khong trn 1 t thu bao, chim 80% th phn v thng tin di ng tn th gii. 1. Tng quan mng GSM:

GSM

K hiu:

NSS: mng v phn h chuyn mch BSS: phn h trm gc OSS: phn h khai thc

MS: trm di ng

M hnh cu trc h thng ca mt mng thng tin di ng GSM c s nh sau: Cu trc chung mng GSM

NSS

AUC
ISDN PSPDN CSPDN PSTN PLMN MUP BSC LAPD BTS TUP ISUP MAP VLR MAP HLR MAP MSC BSSAP BSS EIR MAP

OSS

Truyn bo hiu Truyn lu lng

LAPDm MS

AUC: Trung tm nhn thc VLR: B ghi nh v tm tr HLR: B ghi nh v thng tr EIR: B ghi nhn dng thit b MSC: Trung tm chuyn mch cc dch v mng BSC: B iu khin trm gc BTS: Trm thu pht gc NSS: Phn h chuyn mch BSS: Phn h trm gc MS: Trm di ng OSS: Phn h khai thc bo dng PSPDN: Mng s liu cng cng chuyn mch gi CSPDN: Mng s liu cng cng chuyn mch knh PSTN: Mng in thoi chuyn mch cng cng PLMN: Mng di ng mt t ISDN: Mng s dch v tch hp OMC: Trung tm khai thc v bo dng

II. Thnh phn GSM: Mng GSM c chia thnh 2 h thng: h thng chuyn mch (NSS) v h thng trm pht (BSS). Mi h thng c xy dng trn nhiu thit b chuyn dng khc nhau v c vn hnh, bo tr v qun l bi cc trung tm my tnh. H thng chuyn mch chuyn x l cuc gi v cc cng vic lin quan n thu bao. BSS x l cng vic lin quan n truyn pht sng radio. OMC thc hin nhim v vn hnh v bo tr mng, nh theo di lu lng cnh bo khi cn thit. 1. Kin thc dng a l: Vi mi mng in thoi, kin trc l nn tng quan trng xy dng qui trnh kt ni cuc thoi n ng ch. Vi mng di ng th iu ny li cng quan trng: do ngi dng lun di chuyn nn kin trc phi c kh nng theo di c v tr ca thu bao. 2. (cell) L n v c bn ca h thng t bo, c nh ngha theo vng ph sng ca BTS. Mi c cp mt s nh danh duy nht gi l CGI (Cell Global Identity). ph sng tn quc, ngi ta cn n mt s lng rt ln BTS. Nh hin nay Mobifone lp t khai thc trn 1000 trm BTS 3. Vng nh v (LA-Location Area): Nhiu c ghp nhm v gi l mt LA. Trong mng, v tr ca thu bao do LA khu vc ca thu bao nm gi. S nh danh cho LA c lu thnh thng s LAI (Location Area Identity) ng vi tng thit b di ng (in thoi di ng) trong VLR. Khi thit b di chuyn sang ca LA khc th bt buc phi ng k li v tr vi mng, nu dch chuyn gia cc trong cng mt LA th khng phi thc hin qui trnh trn. Khi c cuc gi n thit b, thng ip c pht ra (broadcast) tn b cc ca LA ang qun l thit b. 4. Vng phc v ca MSC: Nhiu vng LA c qun l bi mt MSC. c th kt ni cuc thoi n thit b di ng, thng tin vng dch v MSC cng c theo di v lu li HLR. 5. Vng phc v ca nh khai thc: Vng phc v ca nh khai thc bao gm tn b cc m cng ty c th phc v; ni cch khc, y chnh l tn b ca vng ph sng ca nh khai thc m thu bao c th truy nhp vo h thng. Mi nh khai thc s c thng s vng phc v ring. Vi d nh VMS-Mobifone c thng s vng phc v l 452-01, Vinaphone c thng s vng phc v l 452-02, Viettel c thng s vng phc v l 452-04

Vng dch v GSM: Vng dch v GSM l tn b vng a l m thu bao c th truy nhp vo mng GSM, v s cng m rng khi c thm nhiu nh khai thc k tha c hp tc vi nhau. Hin ti th vng dch v GSM ph hng chc quc gia, ko di t Ai-x-len n Chu c v Nam Phi. Chuyn vng l kh nng cho php thu bao truy nhp mng ca mnh t mng khc. M hnh mng di ng t bo c th c trnh by gia hai gc 6. Bng tn: Hin ti mng GSM ang hot ng trn 3 bng tn: 900, 1800, 1900MHz. Chun GSM ban u s dng bng tn 900MHz, gi l phin bn P-GSM (Primary GSM). tng dung lng, bng tn dn m sang 1800 v 1900MHz, gi l phin bn m rng (E-GSM). Chnh v th, th trng xut hin nhiu loi in thoi h tr nhiu bng tn nhm to thun li cho ngi dng thng xuyng i nc ngi v tn dng c ht u th chuyn vng quc t ca mng GSM hin nay. * Trm di ng MS: MS l thit b tng tc trc tip vi ngi s dng h thng GSM. MS s t ng thc hin quy trnh cn thit m khng cn n s quan tm hay iu khin ca ngi dng. MS gm 2 phn: ME (Mobile Equipment): Thit b di ng SIM (Subscriber Identity Module): Thit b nhn din ngi ng k thu bao in thoi di ng.

III. Mobile Equitment: ME l thit b phn cng h tr vic truy cp cc dch v mng, bn thn n khng cha cc thng tin v thu bao, ME c th l in thoi di ng, my pht, my tnh, mi ME c mt s nh dng duy nht IMEI (International Mobile Equitment Identity) do nh sn xut quy nh vi mc ch l gip nh khai thc mng di ng qun l thit b, ngn nga s hot ng ca cc ME khng hp l. 2/ Th Sim: - IMSI (International Mobile Subcriber Identity s nhn dng thu bao di ng quc t): l s nhn dng gip cho mng GSM c th nh tuyn cuc gi n thu bao cng nh tnh cc. - TMSI (Temporary Mobile Subcriber Identity s nhn dng thu bao tm thi): L s nhn dng duy nht do MSC cung cp cho thu bao khch, gip bo mt cho thu bao, n c th thay i gia cc cuc gi cng nh ang tin hnh cuc gi. - LAI (Location area Identity s nhn dng vng nh v): Dng xc nh mt vng nh v trong c thu bao ang di chuyn. - Ki Kha nhn thc thu bao, dng trong qu trnh nhn thc ca thu bao. - MSISDN S in thoi thc ca thu bao.

Nh vy, SIM cha thng tin v cc dch v m thu bao c th truy cp. Khng c SIM th ngi s dng ME khng th thc hin gi i hay nhn cuc gi c. Do , ME c th c sn xut rng ri nhng SIM th ch c th do nh khai thc cung cp. 1. ng nhp thit b vo mng: Khi thit b di ng trng thi tt, n c tch ra khi mng. Khi bt ln, thit b d tn s GSM tm knh iu khin. Sau , thit b o cng ca tn hiu t cc knh v ghi li. Cui cng th chuyn sang kt ni vi knh c tn hiu mnh nht. 2. Chuyn vng: V GSM l mt chun chung nn thu bao c th dng in thoi h GSM ti hu ht cc mng GSM trn th gii. Trong khi di chuyn, thit b lin tc d knh lun duy tr tn hiu vi trm l mnh nht. Khi tm thy trm c tn hiu mnh hn, thit b s t ng chuyn sang mng mi; nu trm mi nm trong LA khc, thit b s bo cho mng bit v tr mi ca mnh. Ring vi ch chuyn vng quc t hoc chuyn vng gia mng ca hai nh khai thc dch v khc nhau th qa trnh cp nht v tr i hi phi c s chp thun v h tr t cp nh khai thc dch v. Ring vi ch chuyn vng quc t hoc chuyn vng gia mng ca hai nh khai thc dch v khc nhau th qa trnh cp nht v tr i hi phi c s chp thun v h tr t cp nh khai thc dch v. * S d c th 2 trng hp cuc gi trong mng GSM: a. Cuc gi di ng gi di ng:

b. Cuc gi Di ng gi c nh:

VI. Cc dch v mng GSM: 1. Dch v Hin th s ch gi (CLIP) 2. Dch v Du s (CLIR) 3. Dch v Chuyn cuc gi (Call Divert) 4. Dch v Gi cuc gi (Call Hold) 5. Dch v Ch cuc gi (Call Wait) 6. Dch v T chn cuc gi (Call Bar) 7. Dch v Hp th thoi (Voicemail) 8. Dch v Fax 9. Dch v DATA 10. Dch v MMS

11. 12. 13. 14. 15.

Dch v GPRS Dch v chuyn vng quc t Dch v chuyn vng quc gia Dch v Tin nhn Dch v Tin nhn qung b

Phn V MI LIN H X L KH GIA I 1090 V CC CA HNG/P.TTCP(I THU CC TRC TIP)

1. S mi lin h x l PAKN ca KH gia i 1090 v cc ca hng/ P.TTCP(i thu cc TT)

Khch Hng
TTCP 1.Thng bo cc 2.Bo pht 3.KH ngh h tr thu cc 4.Phn nh v thu cc 5.Thu cc ti CH tnh 6.NH v ha n 7.Cc loi khc v TTCP 8.Cc p/ khc v vn TTCP nh KH cha c tr s tin tha khi chuyn t tr trc sang tr sau Lu : Thi gian x l cc phn nh trn chm nht l 7 ngy CC CA HNG 1. Cc phn nh lin quan n thanh ton, m cc ti ca hng, i l, phn nh v thi ca nhn vin ca hng Mobifone,i l chuyn ca mobifone... . KH cc tnh c ng k bo pht , thu cc nhng cha nhn c TBC, cha c thu cc ( cc tnh cn li tr HP, Qung ninh), cc vn khc. Lu : GDV phi ghi r KH thanh ton cc ti a im no, khi no,s ho n nu c,s tin.GDV phi nhp x l s b l gii quyt n u

i 1090

Hin nay vic gi thng bo cc chia lm 3 chu k: Chu k 1: Pht hnh ngy 8 v 9 hng thng Chu k11 : Pht hnh ngy 14 v 15 hng thng

Chu k 21 : Pht hnh ngy 24 v 25 hng thng Giao dch vin kim tra r thng tin vi khch hng xem a ch thng bo cc c ng nh d liu ghi nhn trn FPT hay cha? Phng TTCP s khng gii quyt cc trng hp GDV ngh gi thng bo cc cho khch hng v 1 a ch khc vi a ch TBC trn hp ng (FPT). Nh vy GDV hng dn khch hng qua cc ca hng thay i a ch thng bo cc ( lu KH ng k thng ny th thng sau mi nhn c bo pht ) 2.Cc chng trnh tra cu thng tin: a. Chng trnh FPT (http://10.151.18.29:7777/login.jsp?) Tra cu MobiFone: - Gii thch cc d liu TB. - Tra cu cc IVR, cc nng, TBC, Gii trnh cc pht sinh(cc pht sinh trong thng, cc phi thanh tn). - Tra cu LS DV TB, LS khiu ni, LS CSKH, LS gi cc. - Cch kim tra hnh thc thanh tan ca khch hng. - Tra cu PIN, PUK. - Gii thch tham s trn tng i HRL: - Cch Reset HLR. Tra cu MobiCard: - Gii thch cc d liu TB. - Tra cu LS DV TB, LS khiu ni, LS CSKH, LS np tin. - Kim tra th co. - Tra cu PIN, PUK. - Cch h tr khch hng np th. - Gii thch tham s trn tng i IN: - Cch Reset HLR. - Cch m incoming /SMS ( Lu kim tra k thng tin v tin v thi hn trc khi m ). b. 145 diary (NoteBook) http://10.151.20.66/145diary/default.htm - Cch nhp, xa, sa phiu danh b, XLTT - To / X lin kt. - Cc ni dung ng dng khc: tm kim phiu XLTT, danh b c. Trang Gii quyt, PAKN khch hng http://10.151.18.29:8100/login.jspp_linkto=/index.jsp) - Cch nhp PA KN ca khch hng. - Cch tm kim PA ca khch hng. - Lch s khiu ni. - Cch ng phn nh. d. Trang WEB 145 (http://203.160.109.248/dai145/) - Tra cu thng tin thng nht tr li chung - Tin ni b - Vng ph sng - Khu vc c h tr GPRS - My u cui - Dch v - Bng gi cc - a ch cc chng trnh tra cu h tr phc v cng tc trli khch hng:

Tone/Logo:

KT LUN Sau thi gian th vic ti i 1090 ti tm hiu mt cch su sc v Cng ty Thng tin di ng (VMS), mng thng tin di ng MobiFone cng nh tm hiu v trung tm I, v c cu t chc trong trung tm, v v cc ch chnh sch i vi thu bao v cc dch v ca Cng ty. Cng ty Thng tin di ng (VMS) l mt cng ty ln v cng l doanh nghip cung cp dch v thng tin di ng duy nht nm trong bng xp hng Top 20 doanh nghip ln ca Vit Nam theo UNDP, mng di ng MobiFone thc s l mng di ng ln nht Vit Nam, vi lng thu bao ln, dch v tin ch a dng, phong ph, cht lng dch v hn ho p ng nhiu nhu cu ca khch hng. Mi trng lm vic ti VMS l mi trng lm vic chuyn nghip, nng ng, sng to v thn thin. Cc nhn vin MobiFone lun lun lm vic vi tinh thn phc v khch hng ht mnh, lun hng ti mc ch em li cho khch hng nhng dch v tt nht v lm cho khch hng tha mn nht khi s dng dch v ca MobiFone. Khch hng n vi MobiFone lun cm nhn c nt vn ha MobiFone, l dch v cht lng cao, lch s v vui v, lng nghe v hp tc, nhanh chng v chinh xc, tn ty v sang to. Trong qu trnh th vic ti i ti hn thnh tt cc cng vic c giao nh trong phiu giao vic.Ti xin chn thnh cm n ng ch Trng i, cc cn b ph trch v cc anh ch em trong i to iu kin, gip ti rt nhiu trong thi gian th vic ti i. Ti rt mong c lm ng nghip lu di vi anh ch. Ti xin chn thnh cm n! H ni, ngy.. thngnm Ngi lm bo co

GII THIU CHUNG CNG TY VMS MOBIFONE.............................................................2 .I TNG QUAN V CNG TY THNG TIN DI NG VMS................................................2 .1 Lch s pht trin ca Cng ty thng tin di ng - mobifone.............................................2 .2 Vn ha mobifone................................................................................................................3 .3 Tm cam kt ca mobifone vi khch hng........................................................................3 .4 Bn nht ca mobifone........................................................................................................3 .II C CU T CHC...............................................................................................................4 .1 C cu t chc cng ty........................................................................................................4 .2 C cu t chc Trung tm Thng tin di ng KVI.............................................................5 .III CHC NNG, NHIM VU CAC PHONG BAN TRUNG TM I ....................................5 .1 Phng T chc Hnh chnh (TC-HC)...................................................................................5 .2 Phng Chm sc Khch hng (CSKH).................................................................................6 .3 Phng K thut - Khai thc..................................................................................................6 .4 Phng Tin hc Tnh cc.....................................................................................................7 .5 Phng Thanh tn cc ph....................................................................................................8 .6 Phng K tn Thng k Ti chnh..................................................................................8 .7 Phng K hoch Bn hng v Marketing..........................................................................9 .8 Phng Qun l u t Xy dng.......................................................................................10 .9 Phng Khai thac cac Dich vu gia tri gia tng.....................................................................10 .10 i Chuyn mch............................................................................................................10 .11 i V tuyn....................................................................................................................11 .12 i 1090...........................................................................................................................12 .IV NI QUY VA THOA C LAO NG TAI VMS_mobifone.........................................13 .1 Thoa c lao ng tp th.................................................................................................13 .2 Ni quy lao ng ang ap dung tai VMS..........................................................................13 NGHIP VU.................................................................................................................................22 .I I. CC SN PHM CHNH CA MOBIFONE.................................................................23 .II SO SANH U NHC IM CC SN PHM CUA MOBIFONE VI CAC MANG D KHAC.................................................................................................................................23 .1 Vinaphone:.........................................................................................................................24 .2 Viettel................................................................................................................................25 .3 S-Fone................................................................................................................................27 .4 EVN Telecom....................................................................................................................28 .5 HT Mobile.........................................................................................................................29 U NHC IM CA CC NHA KHAI THC MNG..................................................31 .I III. CH CHNH SCH P DNG CHO CC SN PHM CA MOBIFONE........32 .1 Thu bao tra sau MobiGold...............................................................................................32 .2 Thu bao tra trc..............................................................................................................40 DCH V CA MOBIFONE.....................................................................................................69 .I CC DCH V THUC MOBIFONE.................................................................................69 .II CC DCH V NGI MOBIFONE....................................................................................79 .III MY U CUI................................................................................................................81 .1 Gii thiu khai quat v may u cui................................................................................82 .2 Cch s dng c bn my u cui..................................................................................82 .3 ng dung cho cac dich vu.................................................................................................85

TNG QUAN V MNG GSM.................................................................................................86 MI LIN H X L KH GIA I 1090 V.....................................................................91