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class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u4fe1\u606f\u88ab\u6807\u51c6\u5316\u91c7\u96c6\u540e\uff0c\u4e0b\u4e00\u6b65\u7684\u5173\u952e\u662f\u786e\u4fdd\u6bcf\u4e00\u6761\u6295\u8bc9\u90fd\u80fd\u8fdb\u5165\u4e00\u4e2a\u9884\u8bbe\u7684\u3001\u95ed\u73af\u7684\u5904\u7406\u6d41\u7a0b\u4e2d\uff0c\u5f97\u5230\u53ca\u65f6\u3001\u516c\u6b63\u4e14\u4e00\u81f4\u7684\u5bf9\u5f85\u3002\u6d41\u7a0b\u7684\u6807\u51c6\u5316\u662f\u907f\u514d\u201c\u56e0\u4eba\u800c\u5f02\u201d\u7684\u670d\u52a1\u8d28\u91cf\u6ce2\u52a8\u7684\u6838\u5fc3\u4fdd\u969c\u3002\u4e00\u4e2a\u660e\u786e\u7684\u670d\u52a1\u8fd0\u8425\u6d41\u7a0b\uff08SOP\uff09\u80fd\u591f\u6e05\u6670\u5b9a\u4e49\u6295\u8bc9\u5904\u7406\u7684\u6bcf\u4e00\u4e2a\u5173\u952e\u8282\u70b9\u3001\u5404\u8282\u70b9\u7684\u8d1f\u8d23\u4eba\u3001\u5904\u7406\u65f6\u9650\uff08SLA\uff09\u4ee5\u53ca\u4ea4\u63a5\u6807\u51c6\u3002\u8fd9\u4e0d\u4ec5\u80fd\u63d0\u5347\u5185\u90e8\u534f\u4f5c\u6548\u7387\uff0c\u66f4\u80fd\u5411\u5ba2\u6237\u4f20\u9012\u51fa\u4f01\u4e1a\u4e13\u4e1a\u3001\u53ef\u9760\u7684\u5f62\u8c61\uff0c\u4ece\u800c\u5728\u89e3\u51b3\u95ee\u9898\u7684\u8fc7\u7a0b\u4e2d\u4fee\u590d\u751a\u81f3\u589e\u8fdb\u5ba2\u6237\u5173\u7cfb\u3002<\/p>\n<p>\u4e00\u4e2a\u6807\u51c6\u7684\u3001\u53ef\u843d\u5730\u7684\u5ba2\u6237\u6295\u8bc9\u5904\u7406\u6d41\u7a0b\uff08SOP\uff09\u901a\u5e38\u5305\u542b\u4ee5\u4e0b\u516d\u4e2a\u6838\u5fc3\u6b65\u9aa4\uff0c\u6784\u6210\u4e00\u4e2a\u5b8c\u6574\u7684\u95ed\u73af\uff1a<\/p>\n<ol>\n<li><strong>\u767b\u8bb0\u4e0e\u5206\u6d3e<\/strong>\uff1a\u7cfb\u7edf\u5728\u6536\u5230\u6807\u51c6\u5316\u7684\u6295\u8bc9\u8868\u5355\u540e\uff0c\u81ea\u52a8\u521b\u5efa\u552f\u4e00\u7684\u6295\u8bc9\u5de5\u5355\u3002\u968f\u540e\uff0c\u7cfb\u7edf\u6839\u636e\u9884\u8bbe\u89c4\u5219\uff08\u5982\u6295\u8bc9\u7c7b\u578b\u3001\u4ea7\u54c1\u7ebf\u3001\u533a\u57df\u7b49\uff09\uff0c\u81ea\u52a8\u5c06\u5de5\u5355\u5206\u6d3e\u7ed9\u5bf9\u5e94\u7684\u5904\u7406\u56e2\u961f\u6216\u8d1f\u8d23\u4eba\uff0c\u5e76\u8bb0\u5f55\u5f00\u59cb\u5904\u7406\u65f6\u95f4\u3002<\/li>\n<li><strong>\u95ee\u9898\u6838\u5b9e\u4e0e\u5206\u6790<\/strong>\uff1a\u8d23\u4efb\u4eba\u63a5\u6536\u5de5\u5355\u540e\uff0c\u5728\u89c4\u5b9a\u7684SLA\u65f6\u9650\u5185\u8054\u7cfb\u5ba2\u6237\uff0c\u6838\u5b9e\u6295\u8bc9\u4fe1\u606f\u7684\u51c6\u786e\u6027\u4e0e\u5b8c\u6574\u6027\u3002\u540c\u65f6\uff0c\u8c03\u53d6\u76f8\u5173\u5185\u90e8\u6570\u636e\uff08\u5982\u8ba2\u5355\u8bb0\u5f55\u3001\u6c9f\u901a\u65e5\u5fd7\uff09\uff0c\u5bf9\u95ee\u9898\u7684\u6839\u672c\u539f\u56e0\u8fdb\u884c\u521d\u6b65\u5206\u6790\u548c\u5b9a\u6027\u3002<\/li>\n<li><strong>\u89e3\u51b3\u65b9\u6848\u5236\u5b9a<\/strong>\uff1a\u57fa\u4e8e\u95ee\u9898\u5206\u6790\u7ed3\u679c\uff0c\u5904\u7406\u4eba\u4f9d\u636e\u5185\u90e8\u77e5\u8bc6\u5e93\u548c\u6388\u6743\u8303\u56f4\uff0c\u5236\u5b9a\u51fa\u5177\u4f53\u3001\u53ef\u884c\u7684\u89e3\u51b3\u65b9\u6848\u3002\u5bf9\u4e8e\u8d85\u51fa\u6743\u9650\u7684\u590d\u6742\u95ee\u9898\uff0c\u6d41\u7a0b\u5e94\u652f\u6301\u5411\u4e0a\u7ea7\u6216\u76f8\u5173\u90e8\u95e8\uff08\u5982\u6280\u672f\u3001\u54c1\u63a7\uff09\u8fdb\u884c\u534f\u540c\u5904\u7406\u6216\u5ba1\u6279\u3002<\/li>\n<li><strong>\u5ba2\u6237\u6c9f\u901a\u4e0e\u786e\u8ba4<\/strong>\uff1a\u5c06\u5236\u5b9a\u7684\u89e3\u51b3\u65b9\u6848\u6e05\u6670\u3001\u8bda\u6073\u5730\u4e0e\u5ba2\u6237\u6c9f\u901a\uff0c\u5e76\u83b7\u53d6\u5176\u540c\u610f\u3002\u6b64\u73af\u8282\u662f\u7ba1\u7406\u5ba2\u6237\u671f\u671b\u3001\u91cd\u5efa\u4fe1\u4efb\u7684\u5173\u952e\uff0c\u6240\u6709\u6c9f\u901a\u8bb0\u5f55\u90fd\u5e94\u88ab\u5b8c\u6574\u8bb0\u5165\u5de5\u5355\u3002<\/li>\n<li><strong>\u6267\u884c\u4e0e\u5173\u95ed<\/strong>\uff1a\u5728\u83b7\u5f97\u5ba2\u6237\u540c\u610f\u540e\uff0c\u7acb\u5373\u6267\u884c\u89e3\u51b3\u65b9\u6848\uff08\u5982\u5b89\u6392\u9000\u6b3e\u3001\u5bc4\u9001\u6362\u8d27\u3001\u63d0\u4f9b\u8865\u507f\u7b49\uff09\u3002\u5f85\u65b9\u6848\u6267\u884c\u5b8c\u6bd5\u5e76\u5f97\u5230\u5ba2\u6237\u786e\u8ba4\u540e\uff0c\u5904\u7406\u4eba\u65b9\u53ef\u5173\u95ed\u6295\u8bc9\u5de5\u5355\u3002<\/li>\n<li><strong>\u56de\u8bbf\u4e0e\u590d\u76d8<\/strong>\uff1a\u5de5\u5355\u5173\u95ed\u540e\uff0c\u7cfb\u7edf\u53ef\u81ea\u52a8\u6216\u624b\u52a8\u89e6\u53d1\u4e00\u6b21\u5ba2\u6237\u6ee1\u610f\u5ea6\u56de\u8bbf\u3002\u540c\u65f6\uff0c\u5b9a\u671f\u5bf9\u5df2\u5173\u95ed\u7684\u6295\u8bc9\u8fdb\u884c\u590d\u76d8\uff0c\u5206\u6790\u5171\u6027\u95ee\u9898\uff0c\u4e3a\u4ea7\u54c1\u3001\u670d\u52a1\u6216\u6d41\u7a0b\u7684\u6301\u7eed\u6539\u8fdb\u63d0\u4f9b\u8f93\u5165\u3002<\/li>\n<\/ol>\n<p>\u4e3a\u4e86\u786e\u4fdd\u8fd9\u5957SOP\u80fd\u591f\u88ab\u4e25\u683c\u6267\u884c\uff0c\u800c\u975e\u4ec5\u4ec5\u505c\u7559\u5728\u7eb8\u9762\u4e0a\uff0c\u501f\u52a9\u6570\u5b57\u5316\u5de5\u5177\u8fdb\u884c\u56fa\u5316\u81f3\u5173\u91cd\u8981\u3002\u4f8b\u5982\uff0c<strong>\u652f\u9053\u5e73\u53f0<\/strong>\u7684\u201c<strong>\u6d41\u7a0b\u5f15\u64ce<\/strong>\u201d\u53ef\u4ee5\u5c06\u4e0a\u8ff0\u516d\u4e2a\u6b65\u9aa4\u914d\u7f6e\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class=\"ez-toc-section\" id=\"%E7%AC%AC%E4%B8%89%E6%AD%A5%EF%BC%9A%E5%BB%BA%E7%AB%8B%E5%A4%9A%E7%BB%B4%E5%BA%A6%E7%9A%84%E6%8A%95%E8%AF%89%E6%95%B0%E6%8D%AE%E5%88%86%E6%9E%90%E7%9C%8B%E6%9D%BF\"><\/span>\u7b2c\u4e09\u6b65\uff1a\u5efa\u7acb\u591a\u7ef4\u5ea6\u7684\u6295\u8bc9\u6570\u636e\u5206\u6790\u770b\u677f<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u5982\u679c\u8bf4\u6807\u51c6\u5316\u7684\u91c7\u96c6\u548c\u6d41\u7a0b\u5316\u5904\u7406\u662f\u9ad8\u6548\u54cd\u5e94\u5ba2\u6237\u6295\u8bc9\u7684\u201c\u672f\u201d\uff0c\u90a3\u4e48\u6df1\u5ea6\u7684\u6570\u636e\u5206\u6790\u5219\u662f\u5b9e\u73b0\u4ece\u201c\u88ab\u52a8\u54cd\u5e94\u201d\u5230\u201c\u4e3b\u52a8\u9884\u9632\u201d\u6218\u7565\u8f6c\u6298\u7684\u201c\u9053\u201d\u3002\u5f53\u79ef\u7d2f\u4e86\u8db3\u591f\u591a\u7ed3\u6784\u5316\u7684\u6295\u8bc9\u6570\u636e\u540e\uff0c\u5176\u4ef7\u503c\u4fbf\u4e0d\u518d\u5c40\u9650\u4e8e\u89e3\u51b3\u5355\u4e2a\u5ba2\u6237\u95ee\u9898\uff0c\u800c\u662f\u6210\u4e3a\u4e86\u6d1e\u5bdf\u4ea7\u54c1\u7f3a\u9677\u3001\u670d\u52a1\u77ed\u677f\u548c\u6d41\u7a0b\u74f6\u9888\u7684\u201c\u5546\u4e1a\u667a\u80fd\u96f7\u8fbe\u201d\u3002\u7ba1\u7406\u8005\u9700\u8981\u5efa\u7acb\u4e00\u4e2a\u591a\u7ef4\u5ea6\u7684\u6570\u636e\u5206\u6790\u770b\u677f\uff0c\u5c06\u5b64\u7acb\u7684\u6295\u8bc9\u6570\u636e\u8f6c\u5316\u4e3a\u5177\u6709\u51b3\u7b56\u4ef7\u503c\u7684\u6d1e\u5bdf\uff0c\u4ece\u800c\u9a71\u52a8\u7cfb\u7edf\u6027\u7684\u6539\u8fdb\u3002<\/p>\n<p>\u6784\u5efa\u6570\u636e\u5206\u6790\u770b\u677f\u7684\u76ee\u7684\uff0c\u662f\u8ba9\u7ba1\u7406\u8005\u80fd\u591f\u4ece\u5b8f\u89c2\u5230\u5fae\u89c2\uff0c\u5feb\u901f\u8bc6\u522b\u95ee\u9898\u7684\u89c4\u5f8b\u548c\u8d8b\u52bf\u3002\u5206\u6790\u7684\u7ef4\u5ea6\u548c\u6307\u6807\u9700\u8981\u4e0e\u4e1a\u52a1\u76ee\u6807\u7d27\u5bc6\u5173\u8054\uff0c\u4ee5\u786e\u4fdd\u5206\u6790\u7ed3\u679c\u80fd\u591f\u76f4\u63a5\u6307\u5bfc\u884c\u52a8\u3002\u4ee5\u4e0b\u662f\u4e00\u4e2a\u5ba2\u6237\u6295\u8bc9\u6570\u636e\u5206\u6790\u770b\u677f\u7684\u6838\u5fc3\u6307\u6807\u793a\u4f8b\uff0c\u5b83\u6e05\u6670\u5730\u5c55\u793a\u4e86\u5982\u4f55\u5c06\u6570\u636e\u8f6c\u5316\u4e3a\u51b3\u7b56\u4f9d\u636e\uff1a<\/p>\n<table>\n<thead>\n<tr>\n<th align=\"left\">\u5206\u6790\u7ef4\u5ea6<\/th>\n<th align=\"left\">\u6838\u5fc3\u6307\u6807<\/th>\n<th align=\"left\">\u51b3\u7b56\u4ef7\u503c<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td align=\"left\"><strong>\u95ee\u9898\u7c7b\u578b\u5206\u6790<\/strong><\/td>\n<td align=\"left\">\u5404\u7c7b\u6295\u8bc9\u6570\u91cf\u5360\u6bd4\uff08Top N\uff09\u3001\u6708\u5ea6\u8d8b\u52bf\u53d8\u5316<\/td>\n<td align=\"left\">\u8bc6\u522b\u6700\u9ad8\u9891\u53d1\u751f\u7684\u95ee\u9898\u70b9\uff0c\u4e3a\u4ea7\u54c1\u8fed\u4ee3\u3001\u670d\u52a1\u57f9\u8bad\u6216\u6d41\u7a0b\u4f18\u5316\u6307\u660e\u4f18\u5148\u65b9\u5411\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u4ea7\u54c1\/\u670d\u52a1\u7ebf\u5206\u6790<\/strong><\/td>\n<td align=\"left\">\u5404\u4ea7\u54c1\u7ebf\u7684\u6295\u8bc9\u7387\uff08\u6295\u8bc9\u91cf\/\u9500\u91cf\uff09\u3001\u95ee\u9898\u7c7b\u578b\u5206\u5e03<\/td>\n<td align=\"left\">\u5b9a\u4f4d\u8d28\u91cf\u95ee\u9898\u96c6\u4e2d\u7684\u4ea7\u54c1\u6216\u670d\u52a1\uff0c\u4e3a\u54c1\u63a7\u90e8\u95e8\u63d0\u4f9b\u7cbe\u51c6\u8f93\u5165\uff0c\u8f85\u52a9\u4f18\u5316\u4ea7\u54c1\u8def\u7ebf\u56fe\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u6e20\u9053\u6765\u6e90\u5206\u6790<\/strong><\/td>\n<td align=\"left\">\u5404\u6e20\u9053\u6295\u8bc9\u91cf\u53ca\u5360\u6bd4<\/td>\n<td align=\"left\">\u8bc4\u4f30\u4e0d\u540c\u5ba2\u6237\u89e6\u70b9\u7684\u670d\u52a1\u4f53\u9a8c\uff0c\u4f18\u5316\u8d44\u6e90\u914d\u7f6e\uff0c\u52a0\u5f3a\u8584\u5f31\u6e20\u9053\u7684\u7ba1\u7406\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u533a\u57df\/\u5ba2\u6237\u7fa4\u5206\u6790<\/strong><\/td>\n<td align=\"left\">\u4e0d\u540c\u533a\u57df\u6216\u5ba2\u6237\u7b49\u7ea7\u7684\u6295\u8bc9\u5206\u5e03\u4e0e\u7c7b\u578b<\/td>\n<td align=\"left\">\u53d1\u73b0\u5730\u57df\u6027\u7684\u95ee\u9898\u6216\u7279\u5b9a\u5ba2\u6237\u7fa4\u4f53\u7684\u6838\u5fc3\u75db\u70b9\uff0c\u652f\u6301\u66f4\u5177\u9488\u5bf9\u6027\u7684\u5e02\u573a\u7b56\u7565\u4e0e\u5ba2\u6237\u5173\u6000\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u5904\u7406\u6548\u7387\u5206\u6790<\/strong><\/td>\n<td align=\"left\">\u5e73\u5747\u9996\u6b21\u54cd\u5e94\u65f6\u957f\u3001\u5e73\u5747\u5904\u7406\u65f6\u957f\u3001\u4e00\u6b21\u6027\u89e3\u51b3\u7387<\/td>\n<td align=\"left\">\u8bc4\u4f30\u5ba2\u670d\u56e2\u961f\u6216\u6d41\u7a0b\u7684\u6574\u4f53\u6548\u7387\u4e0e\u670d\u52a1\u8d28\u91cf\uff0c\u8bc6\u522b\u6d41\u7a0b\u74f6\u9888\uff0c\u4f5c\u4e3a\u56e2\u961f\u7ee9\u6548\u8003\u6838\u4f9d\u636e\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u5ba2\u6237\u6ee1\u610f\u5ea6\u5206\u6790<\/strong><\/td>\n<td align=\"left\">\u6295\u8bc9\u5904\u7406\u540e\u6ee1\u610f\u5ea6\u8bc4\u5206\u3001NPS\uff08\u51c0\u63a8\u8350\u503c\uff09<\/td>\n<td 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