2016信息服务部质量目标.DOC

Internal Use Only PAGE ii IS 2016 Quality Objectives Analysis Report Contents TOC \* MERGEFORMAT 2016信息服务部质量目标 PAGEREF _Toc423965316 \h iii 2016 Survey Analysis Report PAGEREF _Toc423965317 \h 1 2015-16 System Outage Report PAGEREF _Toc423965318 \h 3 2015-16 IS NCP Report PAGEREF _Toc423965319 \h 4 2015-16 Customer Property Lost Report PAGEREF _Toc423965320 \h 5 2016信息服务部质量目标 信息服务部每年会对IS工作的整体环境和IS团队的服务调查表发送给所有员工进行满意度调查，其中IS工作的整体环境包括：邮件系统，文件服务器，电话系统,网络服务。IS团队的服务包括：工作效率，技术与技能，工作态度与责任心。确保员工对信息服务部提供的各项服务的满意度评分达到4分（1－5分）以上。 信息服务部最重要的工作时保证所有服务器停机（故障、检修等）时间小于0.2%。信息服务部需要对每一次停机准确记录时间，此项质量目标的计算方法是：总停机时间/总工作日时间（24x5）。信息服务部将每季度对停机时间进行统计，测算，报告。 顾客财产丢失率为０。 Internal Use Only PAGE 4 PAGE 5 Internal Use Only PAGE 1 Internal Use Only 1 2016 Survey Analysis Report Customer Satisfaction Employees took a service survey provided by HR, IS and Admin departments in May, 2016, according to different IS modules, such as Overall IT working environment, Email system, Server，Telephone system, Network, IS team’ Efficiency, Skills and knowledge, Attitude and responsiveness. 155 surveys filled out 126 completed surveys How would you rate IS services in the following areas? Average Overall IT working environment 3.85 Email system 3.91 Server 3.76 Telephone system 3.89 Network 3.67 Overall 3.81 1 结果分析 根据调查的结果来看公司员工对我们IS所提供各项服务还是基本满意的；这次最高分是邮件系统，说明此系统比较稳定，功能满足企业的需求， 升级和更新也比较及时。最低分是网络方面，这一年中有次FTP 服务中断，主要是付款有些延迟，交付资金未能及时到账，导致GoToMeeting 和FTP 中断，IS已经协调了财务与供应商之间的付款到账期限，避免以后出现类似的问题。虽然我们没有达到设定的4分的目标，但是IS 内部之间已经很重视改进和提升，内部探讨研究，争取明年更加接近并超过我们设定的目标。 2 2015-16 System Outage Report System Outage ? System Online(mins) System Down(mins) Outage Percentage 2015 Q3 95040 0 0.00% 2015 Q4 95040 0 0.00% 2016 Q1 95040 10 0.01% 2016 Q2 95040 0 0.00% Following Activities Optimize system structure to increase system capability and stability Optimize monitor and warning system to stop outage before hand Streamline system maintenance shape Strengthen IS service to minimize s