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关于加强112测量台管理及障碍查修的暂行规定

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关于加强112测量台管理及障碍查修的暂行规定

邮电部


关于加强112测量台管理及障碍查修的暂行规定
1992年4月23日,邮电部

市话112测量台障碍申告受理及障碍查修是电话局对外维护服务的两个重要窗口,其服务质量直接关系到用户的电话使用和满意程度,同时也关系到邮电企业的信誉。当前修电话难已成为社会反映强烈的一个新的热点,不少局112台服务差,受理不认真,处理不及时,统计不准确;障碍修复不及时,障碍历时不考核;定期测试,预检预修不坚持等等,已成为影响全行业深入开展纠风工作的关键和重点之一,本着以纠风促管理,以管理保证纠风的深入开展,特制订《关于加强112测量台管理及障碍查修的暂行规定》,以加强基础管理、制度建设和队伍建设。
一、112测量台(以下简称112台)服务质量及障碍查修质量指标(其中1~5项列入考核指标):
序号 指标名称 1992年指标 1993年及以后指标
(一) 用户线的申告障碍率 ≤3% ≤2%
(二) 非电缆原因用户线的
申告障碍修复及时率 ≥97% ≥99%
(三) 电缆原因用户线的申
告障碍修复及时率 ≥95% ≥95%
(四) 112台忙时接通率 ≥70% ≥75%
(五) 112台应答逾限率 ≤10% ≤5%
(六) 用户满意率(关于
112台服务质量
和障碍查修) ≥90% ≥95%
上述六项指标的统计办法见附件之一。
二、加强112台的管理和业务工作
112台既是受理用户申告的服务窗口,又是组织障碍查修的主要生产调度,必须把为用户服务放在首位,切实加强管理,全面做好各项业务工作。
(一)用户申告受理
1.用户申告号码的设定
为方便用户申告,在采用分散受理方式下,市话网每个分局均应设定二种用户申告号码,即112特服号码及一个指定的电话号码。指定的用户申告电话号码统一规定为(本分局号+0112),并采用受专方式,需二部以上电话时应采取连选方式。单局制市县局的用户申告号码一般只设112特服号码。
2.受理用户申告
①测量员在受理用户实际申告中,不论用户拨112,还是拨指定的申告电话号码(分局号+0112),也不论是否属于本分局处理范围,均应受理,并按用户申告受理流程(见附件之二)完成受理工作。不允许以任何理由、任何方式推托或拒绝用户申告。
②加强112台局间联络的管理,各112台要互相配合,密切协作,共同处理好用户申告。凡属于局间配合的用户申告,应严格按用户申告受理处理流程,各负其责,及时处理和回告。(程控112台没有局间联络线的,要尽快增设;暂时有困难也必须设联络电话。)
③受理用户申告应及时应答,用语简练,态度和蔼,测试迅速,判断准确。测试结果和处理情况必须回告用户。
④受理情况应及时、认真、如实填写用户申告登记表(见附件之六)和申告障碍登记表(见附件之七),登记表不得涂抹和弄虚作假。
3.用户申告障碍的处理
①测量员将申告障碍登记后,在规定时限内(白班为局内20分钟,局外90分钟;晚夜班为第二日上午八时)向相关班组或维修人员发出派修通知单(查修人员在外,经测量人员电话派修后,当日应补单),但对重大障碍或重要用户障碍,不论白天、夜里或假日均立即派修。
②障碍查修中,测量员要积极配合;障碍修复后,测量员要及时复试,复试结果立即通知查修人员。
③测量员复试良好后,按规定要求及时填写申告障碍登记表及用户卡片(用户卡片格式见市内电话机械技术维护规程附录四)
④对重大障碍或疑难障碍确经努力也难以在规定时限内修复的,应耐心向用户解释。
⑤测量班长对当日的申告登记表、申告障碍登记表均应检查核对,凡未能按要求修复的障碍,应注明原因并签字。
⑥用户申告障碍处理流程见附件之二。
4.建立112台测量中心,实行集中受理、测试、派修及管理是当前112台工作的需要,也是今后发展方向。部将会同有关单位进一步开展专题研究,制定集中测量方式的总体方案,实施计划,工作流程和管理方式方法等。同时,各局可结合本局实际情况,进行研究、试点,待成功后推广应用。
(二)加强112台对用户机线设备、用户终端设备的定期测试
1.根据测试项目、内容、周期和工作量,制定每个测量员(由交换机房进行测试的相关机务员)每月、每日的测试计划,每日的测试计划一般均应当日完成,特殊情况当日难以完成的,也必须完成全月测试计划。
2.定期测试的障碍处理分两种情况,若定期测试在112台进行的,测试障碍处理同用户申告障碍处理一样。若定期测试在交换机房(现部分型号程控交换机的测量定期测试在机房控制室)进行的,凡测试障碍属于局内障碍,则机房负责查修,并按测试障碍登记表做好记录;如测试障碍属于外线,则机房应将测试障碍通知112台,经112台复测,证实为外线障碍后,由112台向线路相关班组派修(此后的处理同申告障碍处理一样),障碍修复后,按测试障碍登记表要求及时回告机房,双方认真填写好原始记录。
3.测试障碍登记表见附件之八。
4.测量员定期测试项目、周期和内容。
用户话机的测试周期为半年,重要用户每季一次;测试内容为话机电容器光放电,呼叫接续、振铃、应答、通话,脉冲数、速度、断续比,双音频话机的按键数字、电平、频率等。
用户环路载波设备的测试周期为每季,测试内容为环路测试。
用户机线设备的测试周期,若自动测试为每日,若人工测试为每月;测试内容为断线、混线、绝缘不良、串电、杂音等。
用户业务专线的测试周期为每季,测试内容为断线、混线、绝缘不良、串电、杂音等。
(三)开放“111”特种业务号码。
对于装移机,线路调改等工程量较大,严重影响用户申告,影响测量员对申告处理的分局,可以设置111专用测量台,专门配合装移机等线路工程,以缓解对112台的影响。但对于线路工程量较小,对112台影响不太大的局,或容量较小的分局(包括单局制市话局)、模块局,不要启用“111”特种业务号码。
(四)建立健全112台质量统计分析制度
质量统计分析是搞好112台服务,减少用户申告,确保障碍及时修复的重要管理内容。
1.质量统计分析实行班组、分局、市局三级管理,分别配备兼职(班组由班长兼管)或专职的质量统计分析人员,开展正常的质量统计分析工作。
2.分局、市局的质量统计人员分别对各自的主管领导负责,按质量统计分析规定的内容和周期及时将统计分析报告送交相应的主管领导,以便使主管领导及时的、经常的掌握112台的服务质量状况。统计分析报告提出的重大改善质量措施及处理方法需经质量分析会确认,主管局长批准方可实施。
3.质量统计分析的内容和周期。
112台质量统计分析采用按周和按月两种周期。周统计分析内容主要包括:本周申告障碍次数,测试障碍次数,修复障碍件数和历时,未修复障碍件数、原因和处理,质量异常(如申告障碍突然增多或发生50个以上实装用户同时阻断等)的紧急处理和分析。
周质量统计分析采用周报表方式,每周末上报主管分局(科)长,主管分局(科)长,必须认真审阅,签署意见和签字,以及时指导班组工作。对于当日发生的质量异常或重大障碍还必须及时上报市局主管科室。
月质量统计分析内容主要包括:本月六项质量指标及工作质量的完成情况,上月遗留问题的处理情况,质量完成或未完成的原因,巩固或改进的措施,质量异常及重大障碍的预防办法等。
月质量分析一般采用质量分析会的方法,各级分别由班长,主管分局(科)长、市局主管局长(或主管科科长)主持,由质量统计分析人员提出月质量统计分析报告,分析后要有结论意见,明确下月工作的具体内容,主持人应在分析记录上签字,分析会提出的重大改进措施必须经主管局长批准签字,方可实施。
4.质量统计分析要自下而上一级对一级负责,自上而下一级管一级。做到填报按时、数字真实、分析准确、措施可行,真正起到指导工作的作用。
5.质量统计分析流程图见附件之三。
(五)建立健全112台质量监督检查制度。
质量监督检查是促进112台加强管理,提高服务质量,缓解修机难以及预防弄虚作假的必要措施。质量监督检查应遵循自上而下,一级检查一级的原则。
1.质量监督检查的组织形式。
多局制112台质量监督检查实行市局、分局、班组三级形式,分别由市局主管局长(或通过主管科室)、分局长、班长负责;单局制112台质量监督检查一般实行市局(或县局)、班组两级形式,分别由主管局长、班长负责。市局和分局可根据局的大小和需要配备专职或兼职的质量监督检查人员。
2.各级质量监督检查的内容和周期。
班长监督检查的主要内容:测量员作业计划完成情况,受理用户申告的服务质量情况(是否及时应答、处理,是否符合工作流程,是否障碍判断准确、派修及时、复试认真,是否服务态度良好等),原始记录和用户卡片登记情况等。检查结果要有评语,对存在的问题要有处理意见,并注明检查日期和签字。监督检查周期每周一次。
分局长监督检查的主要内容:检查班长每周及当月的质量统计分析和监督检查工作的执行情况,障碍测试及派修情况,上级决定的问题及上月遗留问题的落实处理情况,原始记录填写情况及现场查询10个申告障碍的用户等。检查结果要有评语,对存在的问题要提出改进意见,注明检查日期和签字。监督检查周期每月一次。
单局制市局(或县局)主管局长监督检查的内容和周期原则上同多局制的分局长监督检查内容一样。
多局制市局主管局长(或通过主管科长)监督检查的主要内容:分局每月质量统计分析及质量监督检查的执行情况,质量管理和质量指标完成情况,原始记录填写情况,遗留问题、前次检查意见以及用户向监督部门申告的处理情况等。检查结果要有明确的评语及工作要求,对存在的问题提出改进的措施和改进期限,以指导帮助分局的工作。检查周期每季度一次。
为提高质量监督检查效果,在未实现112台集中测量方式前,市局主管科室定期对各分局112台的服务质量(如应答逾限,用户申告原始记录,服务态度等)进行人工呼叫测试或监测检查。
3.省、自治区、直辖市邮电管理局电信处每年对所辖地市局进行抽查,抽查数应不少于5个地市局;对省会局则每半年检查一次,重点检查市局质量监督检查、质量统计分析及质量指标完成情况。
4.质量监督检查必须与质量考核和奖惩挂钩,与质量教育相结合。凡未完成质量考核指标或造成用户向监督部门(包括上级主管部门)投诉的有理由申告,均应对相应市局、分局、班组乃至个人进行扣罚;凡服务质量好,受到用户表扬的均应奖励。
三、加强话机进网管理,切实做好用户机线设备的维护
(一)健全话机进网管理办法
1.用户进网使用的话机型号,必须是邮电部颁发的有进网许可证的话机型号,没有进网许可证的话机不能进网使用。
2.定期检查清理已进网而无进网许可证的话机。对已进网使用的话机型号,结合测量员对用户话机测试,每年核对一次;结合话机巡查,每两年现场核查一次。凡发现无进网许可证的用户话机,经登记后限期要求用户更换成有进网许可证的话机,局方应为用户更换话机提供咨询和服务。
3.搞好话机的选型工作,改变进网话机型号过多过乱,维修困难的状况,认真落实部1990年《关于印发进网电话机整顿评选结果和有关问题的通知》,优先选用优质、售后服务好、用户欢迎的话机。每个选型品种的型号原则上以不超过10个为宜。
4.各邮电(电信)部门销售的话机必须是有邮电部颁发的话机进网许可证的,严禁经营无进网许可证或伪劣的话机。违反规定的,当地邮电(电信)主管部门有权禁止进网,同时报省邮电管理局,情节严重的,省邮电管理局要及时报部电信总局。
5.坚持话机进网前的检查。新装或更换网上使用的话机,在正式使用前要检查型号和质量,经112台测试合格方可使用。
6.维护单位要按要求对装机、移机及相关线路工程等进行检查验收,凡验收不合格或验收前出现的障碍应由装移机等工程单位负责处理。
(二)切实做好用户话机、用户线路的维修
1.根据市话营业“五集中”要求,市话维护与装移机工程彻底分开。
2.凡由电信部门出售的进网话机,都要保证及时维修;凡由电信部门推荐的进网话机,都要努力设立维修点。采用代维或设维修点等各种方式积极为用户维修。要引导用户使用电信部门出售或推荐的话机,以利于对话机的维修和管理。
3.严格执行用户申告障碍的修复时限,非电缆原因造成的用户单机(线)申告障碍应在24小时内修复;电缆原因造成的用户单机(线)申告障碍应在三天内修复;重大障碍在规定时限不能修复的,应主动向用户说明,同时尽快先恢复重要用户的通信。但无论如何障碍的修复均不得超过六天。
4.根据实际需要配备备用话机,凡现场不能修复的话机障碍,在征得用户同意后,可以临时更换成备用话机,并在三天内重新将修复的用户话机换好。
5.坚持查修值班制度(下白班后),值班查修员对重要用户或用户需紧急恢复通信的申告障碍应立即进行修复,如遇重大障碍必须报主管分局长,以便组织及时抢修。
6.障碍修复后,认真如实填写原始记录。
7.申告障碍的修复流程见附件之二。
四、充实测量和查修队伍,加强技术业务培训
(一)按部1991年《关于发布邮电通信企业生产人员定员示范标准的通知》,各局可根据实际需要,调整或增加测量、查修人员,以保证测量、维修工作正常进行。
(二)加强技术业务培训,所有新入局或转岗人员都必须经过培训,并经考核合格方能上岗,对于未经培训以及考核不合格而上岗的,要坚决撤下来。当前尤要抓好测量操作服务和话机维修的培训,使之真正做到懂原理,会操作,会修理。
(三)各级领导要深入基层调查研究,真抓实干、认真解决好职工的思想、工作以及生活等方面的问题,充分调动职工积极性。同时,对服务差又屡教不改的人员,要坚决调离岗位。
五、加强宣传工作
搞好对用户的宣传,使用户及时了解并遵守邮电部门的有关规定和要求,是改善112台服务质量,提高用户满意率的一项必不可少的工作。
(一)宣传内容主要包括:112台服务对象、内容及标准,用户申告方法,话机进网和维修要求等。
(二)宣传方式因地制宜,简单有效。如向用户印发宣传单(卡),定期登报,利用电话号簿或召开大单位用户座谈会等。
(三)按时制定宣传计划和宣传方式,检查宣传效果,不断改进宣传工作。
六、加强程控局112台和测量特服中继电路的配备
程控局112台和测量特服中继电路的配备标准见附件之四。
对于模拟局112台,凡测量不准的,都要调整或更换仪表,严重的要立即大修或更新,以保证在用112台全部完好。
七、改进和完善程控局112台功能,做好外线测试仪表、维修工具的配备
(一)各局要努力创造条件,改进和完善程控局112台测量功能,加快112台微机管理系统的开发应用,配备必要的人工辅助测量台,以尽快适应测量工作的实际需要。
(二)为提高外线查障效率,减少用户申告和障碍修复时间,各局根据需要和可能,配备较先进的维护仪表,如用户机线自动测试器、话机测试器、线路障碍测试器、电缆查漏仪等。要改进外线维修工具,工作量大的局应配备必要的维修专用车辆和线路抢修车辆,尽可能采用轻便折梯及先进实用的维修工具(接线工具等)。
(三)建立话机维修零配件的正常供应渠道,保证维修零配件的供应品种、质量和数量,禁止使用不合格的零配件维修话机。
八、各省、自治区、直辖市邮电管理局要认真如实填写市话112测量台及障碍查修质量统计表(见附件之五),每季统计一次,每半年汇总报部电信总局。

附件一:市话112测量台服务质量及障碍查修质量指标统计方法
一、用户线的申告障碍率
(一)用户申告障碍是指用户直接或间接向市话局申告,经测量人员证实而发现的障碍或测检障碍超过规定修复时限而造成用户申告的障碍(见市话通信质量统计办法)。

(二)用户线的申告障碍指发生在用户话机至测量室总配线架纵列出局电缆端子之间一切线路设备的申告障碍(包括用户环路载波等局端和用户端的设备)。
(三)计算公式:
月用户线的 本月用户线的申告障碍次数
=--------------------------------×100%
申告障碍率 本月末用户线实用线对(电路)数
全年各月用户线的
全年月平均用户 申告障碍次数之和
=--------------------×100%
线的申告障碍率 全年各月末用户线实
用线对(电路)数之和
(四)障碍的定义及障碍次数的统计见市话通信质量统计办法。但用户线的申告障碍在规定修复时限内,不论出现多少次用户申告,其障碍次数均按统计办法规定的障碍次数计算;超过修复规定时限(包括未查到具体障碍部位的用户线的申告障碍)后,用户对该障碍每申告一次,则该用户线的申告障碍次数就增加一次。
二、非电缆原因用户线的申告障碍修复及时率
(一)非电缆原因用户线的申告障碍修复时限规定为:用户环路载波设备为36小时,其它(如用户终端设备、引入线、分线设备等)为24小时。
(二)计算公式:
非电缆原因用户线的申告障碍
非电缆原因用 在规定时限内修复的障碍次数
户线的申告障=------------------------------×100%
碍修复及时率 非电缆原因用户线的
申告障碍次数
(三)申告障碍修复历时计算见市话通信质量统计办法。
三、电缆原因用户线的申告障碍修复及时率
(一)电缆原因用户线的申告障碍修复时限规定如下
架空电缆、光缆、1200对及以下地下电缆、瓣接箱等设备,若用户首先申告,其修复时限为72小时;若由测检障碍转为申告障碍,其修复时限为24小时(从转为申告障碍开始计)。
1200对以上地下电缆,若用户首先申告,其修复时限为96小时;若由测检障碍转为申告障碍,其修复时限为36小时(从转为申告障碍开始计)。
测检障碍转为申告障碍的规定标准见市话通信质量统计办法。
(二)计算公式:
电缆原因用户线的申告障碍在
电缆原因用户 规定时限内修复的障碍次数
线的申告障碍=------------------------------×100%
修复及时率 电缆原因用户线的申告
障 碍 次 数
四、112台忙时接通率
(一)112台忙时接通率指用户在繁忙一小时内呼叫112台平均100次所接通的次数。
(二)接通定义,计算方法等同市话网接通率的规定。
(三)具有观测功能的采用观测方法,以实际观测数计算;没有观测功能的采用人工拨叫方法,拨叫次数为万门及以下分局每月100次,万门以上分局每月200次。调查时间为每月第二个星期的星期一、二、三的三天忙时。
五、112台应答逾限率
(一)定义:112台应答逾限指用户呼叫112台,从112台呼入占用显示(或占用灯亮,或受理话机开始振铃)开始,到测量人员应答(应答灯亮)止的时间间隔超过15秒;或超过15秒测量员未应答而用户挂机的,均计入应答逾限。
(二)调查方法及调查时间
有自动统计功能的,采用自动调查统计,调查时间为全月每天24小时连续;没有自动统计功能的,采用人工调查(背靠背方式),调查时间为每个分局每月随机抽查5天,每天忙时、闲时各一小时。
(三)调查次数:人工调查应在规定调查时间内,实际调查次数为每月每个分局100次;自动调查全月实际统计次数。
(四)计算公式:
超15秒应答次数+超15秒未应答
112台 用户挂机次数
应答逾限率=------------------------------------×100%
应答次数+超15秒未应答
用户挂机次数
六、用户满意率(关于112台服务质量和障碍查修)
(一)用户满意指局方对用户申告障碍的处理全部达到112台服务质量和障碍查修的指标要求,修复及时,服务态度良好,用户感到满意。
(二)统计方法一般采用调查单,由市局主管科每半年对本半年内每个分局的用户申告障碍随机抽查100户,统一发单。调查单内容应包括户名、电话号码,1~5项质量指标及服务态度等的评价(用满意、不满意表示)。
(三)计算公式:
满意用户数(实际回单满意数)
用户满意率=------------------------------×100%
调查用户数(实际回单数)
实际回单中若出现评价为基本满意则计入满意;基本不满意计入不满意。

附件二:用户申告受理、处理流程图
--------------------------------------------------------------------------------------------------------------------
| 本分局 | 其它分局
| -------------------- |
| | 用户申告 |----------------------|----------------------------
| -------------------- | |
| | | | |
| ---------------- ----------------------------| ------------------ ----------------------------
测| |112台受理| |(分局号+0112)受理|| |112台受理 | |(分局号+0112)受理|
|---------------------- ----------------------------| |---------------- ---------------------------- ------
||通| | |------------|---------- | | | | |通|
||知| --------------------| | | | | |知|
||用|否 是否 | | | | 是否 否 |用|
||户|--112台受理 | | | | 该分局处理 -------- |户|
||拨| 范围 | | | | |拨|
||相| | | | | |是 |相|
量||应| |是 | | | |------------------| |应|
||号| 否 | | | -------------- |号|
||码| 是否 ---------------------------------------- |登记、测试| |码|
|------ 该分局处理 | -------------- ------
| | |
| |是 ---------- | (回告) --------------
| --------|测 试| ------------------------------------|测试结果 |
| ---------- --------------
--------------------------------------------------------------------------------------------------------------------
--------------------------------------------------------------------------------------------------------------------
| |----------------------------------------------------------|
| 否
| --------------是否
| | 障碍
| ----| | |-------- | 是 包括填写用户卡片
| |------------ ----------
| ||原始记录| |派修 |
| |------------ ----------
| | |
--|--|--------------------|--------------------------------------------------------------------------------------
| | --------------------
| | ----|障碍查修(机线)|
| | | --------------------
维| | | | 否 ------------ --------------
| | | 是否修复 ----------------------------|分局主管|------------|市局主管科|
| | | (规定时限内) ------------ --------------
| | | |是
| | | 是否测量
| | |------复试良好
修| | 否 |是
| | |
| |--------------------| --------------------
| ------------------ | 112测试台 |
| |填写障碍检修单| --------------------
| ------------------ |
| | (退单) |
| |----------------------------------------------|
|
--------------------------------------------------------------------------------------------------------------------

附件三:质量统计分析流程图
---------------- -------------------- ------------
|正常管理状态| |定期质量统计数据| |异常状况|
---------------- -------------------- ------------
| | | ---------- |
| | 是 比较 |规定的| |
| |------ 是否完 ----------|质量 | ------------
| 成质量 |指标值| |应急处理|
| ---------- ------------
| 否| |
| |------------| --------------------------------------
| | | |
| | ------------
| | |质量分析|
| | ------------
| | |
| | ----------
| | |对 策|
| | ----------
| | |
| | --------------
| | | 批 准 |
| | --------------
| | |
| | ------------
| | |计划实施|
| | ------------
| | |
| | 否
| |------ 是否达到
| 预期质量
|
| |是
|------------------|
----------------
| 原始记录 |
----------------

附件四:程控局112测量台配备标准(参考)

一、112测量台配备标准(以分局为单位方式,不包括111台)
交换机容量 112测量台数
4000门及以下 1~2
4000门以上~10000门 3~4
10000门以上~20000门 5~6
20000门以上~30000门 7
30000门以上~40000门 8
40000门以上~50000门 9
采用112集中测量方式的测量台配备标准,可根据业务需要暂由各局自定。
二、远端模块需配备112测量台的,也按上述标准配备。
三、每个测量台应接入二条112测量特服中继电路。
四、没有用户机线设备自动监测功能的程控交换机,应配备用户机线自动测试器。

附件五:市话112测量台及障碍查修质量统计表
局名: 九 年 半年
--------------------------------------------------------------------------------------------------
| | 用 告 | 1 通 | 1 答 |非户碍|电线修| 用 | 备 |
| 指标名称 | 户 障 | 1 | 1 逾 |电线修|缆的复| 户 | |
| 数 | 线 碍 | 2 率 | 2 限 |缆的复|原申及| 满 | |
| 字 | 的 率 | 台 | 率 |原申及|因告时| 意 | |
| | 申 | 忙 % | 台 |因告时|用障率| 率 | 注 |
| | % | 时 | % |用障率|户碍 | | |
| 类 别 | | 接 | 应 | | | % | |
| | | | | % | % | | |
|--------------------------|----------|----------|----------|------|------|------|------|
| 全省平均(地市及以上局)| | | | | | | |
|--------------------------|----------|----------|----------|------|------|------|------|
| 其 中 省 会 局 | | | | | | | |
--------------------------------------------------------------------------------------------------
全省地市及以上局数:
完成全部指标的局数:
全部指标均未完成的局数:
单位负责人: 填表人: 填报日期:

附件六:用 户 申 告 登 记 表
局名: 九 年 月份
------------------------------------------------------------------------------------------------------
| |申告|申告|申告|申告| | |通知他 |他分局 |他分局 | |答复用| |
|序号| | | | |测试结果|受理者| | | |回告者| |备注|
| |日期|时间|来源|内容| | |分局时间|测试结果|回告时间| |户时间| |
|----|----|----|----|----|--------|------|--------|--------|--------|------|------|----|
| | | | | | | | | | | | | |
|----|----|----|----|----|--------|------|--------|--------|--------|------|------|----|
| | | | | | | | | | | | | |
------------------------------------------------------------------------------------------------------
注:1.申告来源栏中,若为用户申告则填用户号码,若为他局测量室通知,则填他局局号,否则添其它。
2.测试结果栏中若为障碍则填写障碍现象。

附件七:申 告 障 碍 登 记 表
局名: 九 年 月份
------------------------------------------------------------------------------------------------------
| |申告|申告|申告|申告| | |派修|障碍原因及|修复|障碍| | | |
|序号| | | | |测试结果|受理者| | | | |修理者|复试者|备注|
| |日期|时间|来源|内容| | |时间|处理情况 |时间|历时| | | |
|----|----|----|----|----|--------|------|----|----------|----|----|------|------|----|
| | | | | | | | | | | | | | |
|----|----|----|----|----|--------|------|----|----------|----|----|------|------|----|
| | | | | | | | | | | | | | |
------------------------------------------------------------------------------------------------------

附件八:测 试 障 碍 登 记 表
局名: 九 年 月份
------------------------------------------------------------------------------------------------------
| |测试|设备|测试|障碍用| | |派修|障碍原因及|修复|障碍| | | |
|序号| | | | |障碍现象|测试者| | | | |修理者|复试者|备注|
| |日期|名称|数量|户号码| | |时间|处理情况 |时间|历时| | | |
|----|----|----|----|------|--------|------|----|----------|----|----|------|------|----|
| | | | | | | | | | | | | | |
|----|----|----|----|------|--------|------|----|----------|----|----|------|------|----|
| | | | | | | | | | | | | | |
------------------------------------------------------------------------------------------------------
注:1.测试数量栏除填写被测设备数外,若为连续用户号码则还应填写用户号码测试区间(如1020~1220用户号码区间)。
2.本表为112台定期测试障碍登记表,若定期测试在程控机房的,原则上也适用,只是外线障碍时,派修时间栏为通知112台的时间。


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The SOE reform in China
Zhou Dayong
Summer semester 2003
Europa-University Viadrina,Germany

Abstract:
The essay tries to study the process of the state-owned enterprise (SOE) reform in China. Chinese economic reform resulted in significant influences on all social aspects, SOEs as an especially economic sector suffers a change both in internal management as well in the outside economic environment. I try to discuss in the essay, that the Chinese SOE reform has made large progress, however, SOE can’t conquer many problems by itself, the resolution of SOE lies in elimination of SOE by a further reform including property transition and construction of a fairer market.


Outline
1. History of the SOE reform in China
2. The main problems left in the reform
3. The reasons of SOE problem behind
4. Argue of some reform plans and suggestion
5. Conclusion


1. The history of the SOEs reform in China
1.1 the establishment of SOE
In 1949, the Chinese Communist Party (CCP) came into power in Mainland China. One goal of the CCP was to lead China into a modern socialism society. In economic scale, it meant mainly industrialization. According to CCP’s policy, the form of industrial organization must be based upon state owned enterprises. The state-owned industrial system was set up by two ways. One was the new enterprise after the liberation. At the end WWII, most industrial sectors in China, such as communication network, transportation and power industry were destroyed and had to be rebuilt, at the same time, military industries and financial sector e.g. banking system was directly nationalized from the former control of Gongmin Party. Another way was transformation from the private ownership to state-owned enterprises. The private properties were regulated under state management, in some cases, for instance in commercial scale, the former private enterprises were bought by local government gradually. Till 1952, about 83% of industrial companies were controlled by the state; a socialism economic system was announced established. (Fig 1)
1.2 The reform began from 1978
Until Chinese economic reform began in 1978, public ownership in forms of state-owned and collectivized were only legal ownership of property. In industrial sector, the enterprises were controlled respectively under central or local governments, the latter made decisions for the enterprises, the enterprises were not profit seeking economic entities, they were simply workshops to execute centrally set policies.
In 1970s, the discontent of economic situation accumulated constantly, because the defects of central planning system became obviously more and more. Around 1978, the rural reform took place from grass roots and spread quickly, till 1982, the collectivized people commune had to be abolished. In company with the reform, the free market in a certain degree was developed. At the same time, the problem of lack of autonomy in SOE, which led to low efficiency, was also taken into account. Therefore, from 1978 on, the Communist Party, under the leading of Deng Xiaoping, put hand to solve the SOE problem. From 1978 to 1984, the efforts of the reform concentrated on giving the SOEs more autonomy by allowing them increased authority over the allocation of their profits, and limited production autonomy. The rest profits could be used either to finance increased investments or to pay bonuses to employees. Besides, administrative control over SOEs was decentralized to local governments. But as the prices were still centrally determined and SOEs did not realize the cost of their fixed and working capital, the reforms did not improve much the resource allocation or the utilization of capital. (1)

1.3 Contract is the main form in the second phase.
From 1985 to 1992 was the second phase of the SOE reform. The policy named Zhenqi Fenkai (separating government from enterprises), the central government decided to turn SOEs into truly independent production and management entities, and stipulate that enterprises must take responsibilities for their own profits and losses by means of contracts and leasing. The common practice was: the enterprises sign a manage contract with the responsible authorities. Under the contract, enterprises were not only allowed to retain the extra profits after they had fulfilled the contracted quotas, but also allowed to arrange their own manage including dismiss or enroll personnel. By the end of 1987, about 80% of state-owned industrial enterprises adopted the contracts system. In 1991, over 90% of the previously contracted enterprises signed the second round of contracts. Meanwhile, based on the first round contract practice, the content of the contract was improved; the authority introduced more rational norms to examine the fulfillment of contract. A multiple index system was formed, which included economic efficiency index, development potentiality index and management index etc.
During this period, the practice of shareholding reform appeared as well. This new creature was adopted at first by village enterprises, which come from the former collective enterprises. The village enterprises were always short of capital, so they raised money from the village residents. Along with the reform moved forward from countryside to cities, the shareholding system was also introduced into SOE reform. Early in April 1984 Chinese reform committee organized a seminar to discuss the exploitation of shareholding in SOE reform. That conference drew a conclusion that shareholding system is a rational way to restructure the collective and state owned enterprises in cities. In July the same year, the first shareholding company after Chinese liberation—Beijing Tianqiao department store (shareholding) came onto horizon. Till 1991, there were already 709 state owned enterprises restructured along shareholding system. These enterprises included industrial sector companies, trade companies, also financial enterprises, construction enterprises etc.
Besides, in the second phase of SOE reform, tax system had also a great change. Instead of handing in profit, SOEs paid a certain portion of tax according to their revenue level. The State and local government collected tax separately; this measure was implemented to loose the relation between SOE and local authority.
However, during this period, the SOEs showed their weakness in competition with the new developed private companies, joint venture companies and township and village enterprises, because at one side, the manager of SOEs didn’t get use to do business in a free market, the attitude of waiting, relying on government and begging for help were widespread. At another side, the relationship between government and enterprises became more complicated, because, although under the contract system, the government have no right to interfere in the SOEs management, they still rely on each other: the government need the SOE to have good performance in order to settle surplus labor forces and continue to play a role in maintain the social stability, at the same time, to increase the government’s revenue to deal with the raising infrastructure investment and other expense. The SOE, on the other side, need the protection of the authority, in order to obtain more chance to get loans, subsidizes or orders in government arranged projects. Besides, even though most of direct subsidies form the state have been cancelled, many domestic savings were also channeled into SOEs, because banks had been directed to take up the role of making "loans" to SOEs instead of the state. The total of non-performing loans has grown so large that it started to endanger the banking system. (2)

1.4 The MES is the key point in the third phase of the reform and the achievements
Form 1993 on, the reform moved into the third phase, the aim called setting up the modern enterprises system (MES). The Third Plenary Session of the 14th Party Central Committee in November 1993 proposed: "It is the inevitable request for market economy to set up modern enterprise system, it is a direction of the SOE reform of China. "This indicates that SOE reform enters a new stage of system innovation. In 1994 the State Council determined to chose 100 state-run large and medium-sized enterprises to launch an experiment to implement restructure along MES. The basic demands of the experiment were to "define right and responsibility clearly, separate government function from enterprise management, and operate scientifically”. Those requirements were in fact the basic characters concerning modern enterprises system. Along the policy of building MES system, and based upon the development of the whole economy, there were many achievements reached in the third phase.
1) By 2000, most large and middle scale SOEs have set up modern enterprise system tentatively. According to the investigation in 2473 enterprises of State Statistics Bureau 2000, 2016 enterprises have restructured, account 81.5%. Among those enterprises, 603 turned to Co., Ltd., accounts for 29.9%; 713 were restructured to limited companies, accounts for 35.4%; the number of solely state-owned company is 700, accounts for 34.7%. As for their management, 82.2% established shareholders’ meeting, 95.1% established the board of directors, and the board of supervisors has been established in 84.5% of enterprises. Therefore, corporate governance structure has already taken shape in SOEs.
2) In this phase, during" the Ninth Five-Year Plan", China began to adjust the state-run economic layout strategically, The idea called Zhuada Fangxiao (to grab the big ones and let the small ones go). The reform for medium and large SOEs focused on fostering a batch of trans-regional, inter-trade, inter-ownership big SOE groups through reorganizing, transforming, uniting annex. In 1997, the number of national large-scale enterprise groups expands to 120. For instance, under approval by the State Council, China Petrochemical Corporation, China Oil and Natural Gas Corporation were predominated to two large groups, whose assets of enterprise group reached in 40 billion dollars, such measure improved the intensification degree and international competitiveness of Chinese petrochemical industry greatly. Another example was in telecommunication market, six major SOE telecom groups (China Telecom, China Mobile, China Unicom, China satellite communication, China railway communication) were predominated. So a new form of competition in field of communication service took shape.
By the end of 2001, national key enterprises add up to 2710, total assets up to 1,280,450 million dollar. Among 179 super-huge enterprise groups, whose business income is over 500 million dollar, there are 165 state-owned or state-holding enterprise groups.
3) During this phase, separating government function from enterprise management was strengthened harder than before. Chinese government started administrative organization structure reform in 1998. Through this administrative restructure, the departments of the State Council reduced from 40 to 29. At provincial level, government departments reduced from 55 on average to 40, about 20% departments were simply. Some departments were cancelled totally. The cancellation of government departments indicated that the SOE stay in the charge of specialized official department manages changed completely. Meanwhile, the administration rank of the state-owned enterprise were cancelled, some administrative approval procedure were simplified.
4) To relieve the social burden of SOEs, re-employment service center were set up to shunt the redundant staff of enterprises. It has been a great difficult problem of the SOE reform from begin on that enterprises are overstaffed. It is an important measure of revitalizing the SOEs to dismiss and distribute workers. In June 1998, the state council required all regions to set up re-employment service center system. National Ministry of Labor and Social Security emphasized that the laid-off worker in SOEs must 100% enter the re-employment service center. The re-employment service center determined to provide serve functions such as grant basic living cost, withhold social insurance, organize job training and launch employment etc. for laid-off worker. The fund, which used for ensuring laid-off worker's basic life and paying the social insurance premium, come from financial budget, enterprise as well as societies (namely form contribution or from laid-off worker themselves), each part bears 1/3 of the whole fund. The re-employment service center provides service for laid-off workers for at longest 3 years. When they can’t reemploy after this period, can still enjoy unemployment compensation or the society relieve according to relevant regulation.
In this reform stage, re-employment service center played a positive role on maintain social stability. From 1998 to the end of 2001, 25,500,000 laid-off workers emerged (Fig 3) in national state-owned enterprises, among them more than 17 million people were reemployed, more than 3 million people retired. However, re-employment service center was only a transitional institute, because the SOE had to still take responsibility to settle down those laid off workers. According to a new policy, all laid-off workers after 2001 are treat as unemployed and have to enter free labor force market.
5) In order to extricate SOE from predicament, especially to resolve the problem of high liability-asset ratio, by December 2000, 580 SOEs began to implement debt-to-share swap, that mean the enterprises’ debt were recalculated as share (enterprises’ equity), so that the interest burden of SOEs were lightened. In the process, most of unperformed loans would be calculated as shares, which would be gathered and supervised by a new state commission-- State-owned Assets Supervision and Administration Commission (SASAC). Till 2001, the total amount of money of debt-to-equity swap account 40,5 billion dollars, and the result was that the average asset-liability ratio of debt-to-share swapped enterprises dropped from more than 70% to under 50%.

2. The main problems left in the reform
After three steps reform, the SOE acquired more autonomy, as we have seen, the whole economic circumstance were also better. But because the reform did not touch the socialism idea from begin on, thus the transition of ownership of SOE was left basically unchanged, the defects of SOE could not changed completely. In the context of China’s economic reforms, there are still a few problems in SOE sector existed and have also a deep influence.
First of all, the interventions from the government still maintained influence in SOE. The administrative relation between enterprise and government is still remaining. Even the Local State Assets management office was established, it belong to the same bureaucratic system like former authorities. It can appoint or remove senior executives of SOEs. If enterprise applies to the broad structure, the directors in broad are appointed by it. The office has also a say in the transfer of holdings, corporate mergers, closures or other major changes to the enterprises, it is also charged with the tasks of clarifying property rights and settling disputes (3) . It seemed that the state assets supervisory takes the place of former authority above the SOEs. Moreover, the local government maintains still strong power in local enterprise, they rely on each other as we discussed above. So long as the enterprises are state-owned, whether they are big groups, stock companies or little entities, it is difficult to shaking off the directly or indirectly control from the government.
Secondly, because of the long tradition, enterprises are still taking responsibilities for their employees in pension, medical areas, therefore the so-called “soft budget constraint” cannot be given up completely. Although we have discussed that the Chinese government has managed to start re-employment plan, SOEs also take a part of the fund to support the plan. Correspondenly, government had to shoulder some failures resulted from the mismanagement of SOEs’ and avoid from their bankruptcy, in order to prevent the enterprise from bankrupcy and thus endanger the social stability.
Thirdly, the management of SOEs has low quality compare with other economic sectors. Though SOEs have produced an average 10% growth rate in the value of industrial output during the period 1978-98, this rate is considerably below the average of other sectors. The problem has two reasons. One of them is lacking of the inner incentive of the managers. The SOE managers are not entrepreneurs in the true sense, but bureaucrats at any rate. Their appointment by the government not basically according to their managerial capability, but based on their rankings in the bureaucratic hierarchy through the politic system. Another factor concerns the supervision within the SOE, it is also lacking in most cases. In practice, the position of supervisor in a enterprise is normally taken by staff within the enterprise and in most cases, the position of president of the supervision committee is taken by somebody within the enterprise, who is under the leadership of the directors and managers in his ranks both at work and in the Party. This system makes it very hard for the supervision committee to fully perform its authority (4) .
Fourth, the high liability-asset ratio is also regarded as a fatal problem of SOEs. It was observed, that during the reform period, the liability-asset ratio of industrial SOEs rose from around 11% in 1978 to approximately 65% in 1997. In as many as one-fourth of industrial SOEs, liabilities have even come to exceed assets; these enterprises are in fact insolvent. The World Bank suggests that in debt restructuring may be necessary for the most heavily indebted enterprises to bankrupt. After the implement of debt-to-share swap, the ratio decreased, but the debtor, in most cases are banks, didn’t collect the loan back, so it made the SOE even harder to get new loan for production. (5)
Furthermore, the whole process of the SOE reform companied by a serials of social problems, in compare to some difficulties such as lack or reserve labor force, ageing of the equipments, the most troublesome is the unemployment in large scales. In addition, in rural areas, millions of flowing population has been produced because of the bankruptcy and low profitability of the township and village enterprise. In urban China there are frequent reports about workers’ unrest. Although until now China still maintain a relative political stability, the menace will not fade away in a short time.

全国妇联关于维护稳定工作责任制的意见

全国妇联




[2001]1号
全国妇联关于维护稳定工作责任制的意见
为贯彻落实中央领导同志和中央维护稳定工作领导小组关于建立健全维护稳定工作责任制的指示精神,完善全国妇联维护稳定工作的领导体制和工作机制,将维护稳定工作的责任落到实处,结合妇联实际,提出如下意见:
一、维护稳定工作的任务
维护稳定是个大概念,既包括维护政治上的稳定,也包括在安全上做好防范。在维护政治稳定方面,要保持清醒的头脑,警惕“法轮功”的活动,与“法轮功”邪教组织做斗争;要加强信访工作,做好来妇联上访人员的接待工作,避免激化矛盾;要提高全员保密意识,严格执行保密制度,认真做好密级以上文件的使用和管理工作,在连接互联网的电脑上不能打印内部信息、文件、资料等,避免网上泄密;对妇联自身可能发生的不稳定因素要做到心中有数,防患于未然。在维护安全方面,总体上要做好防火、防盗工作,同时要加强分区管理,一要确保工作区的安全,注意电源、电器及重点区位如库房、计算机房等的安全使用和管理;二要确保生活区的安全,重点加强对机关食堂、地下室的管理,做好食品卫生检疫,保证就餐卫生,确保职工的健康安全;三要确保施工区的安全,施工单位和人员要严格按照安全措施进行安全施工;四要确保出租房屋区的安全,加强对出租房屋的安全检查和监督工作。全国妇联各级维护稳定工作负责人、联系人要在党组织的领导下,协助党委及时掌握、防范、处置影响本单位的突出问题,做好把各种影响社会政治稳定的因素消灭在萌芽状态的相应工作,严防不稳定因素酿成影响本单位、本地区乃至全国社会政治稳定的事件和问题。
二、建立责任制
1、明确全国妇联维护稳定工作责任人。全国妇联的维护稳定工作在书记处的领导下进行,副主席、书记处第一书记顾秀莲为第一责任人,副主席、书记处书记沈淑济、田淑兰为负责人,机关党委副书记赵友丽、办公厅主任甄砚为联系人,负责对全国妇联维护稳定工作的统筹部署、统一领导。
2、成立全国妇联维护稳定工作办公室(以下简称“维稳办”)。办公室主任由甄砚同志兼任,办公厅、权益部和机关党委、机关服务中心委派有关同志兼办公室成员,办公室设在办公厅值班室,具体负责协助维护稳定工作负责人、联系人做好维护稳定的督促检查工作,及时发现隐患,提出建议措施。
3、各部门及百人以下的直属单位,要落实维护稳定工作人员,明确一名领导干部担任本单位维护稳定工作责任人(局级),一名本单位维护稳定工作联系人(处级)。百人以上的直属单位要成立维护稳定工作办公室,负责本单位的维护稳定工作。
三、明确工作职责
(一)维护稳定工作负责人的职责。各单位维护稳定工作负责人在本单位党组织的领导下,具体负责本单位维护稳定工作。具体职责是:
1、贯彻落实党中央、国务院、中央维护稳定工作领导小组和全国妇联关于维护稳定工作的指示和工作部署,结合本单位的实际情况,协助党组织和行政领导组织开展本单位的维护稳定工作。
2、建立健全本单位维护稳定工作机制,确保维护稳定工作责任落到实处。
3、每个季度组织有关人员排查一次本单位不稳定因素,对重大问题组织开展调研,并提出对策和建议。
4、组织协调解决本单位发生的有可能影响稳定的重大问题,制定工作方案,落实防范措施,并予检查、督办。
5、抓好信息通报工作,确保重要情况随时报全国妇联维稳办,维护稳定工作的综合情况定期报全国妇联维稳办。
6、组织完成上级组织交办的各项维护稳定工作的专项任务。
(二)维护稳定工作联系人的职责。各单位联系人在维护稳定工作负责人的领导下,负责做好本单位维护稳定的日常工作。具体职责是:
1、负责与全国妇联维稳办的日常联系,随时将掌握的本单位影响社会稳定的重要信息报告全国妇联维稳办,并将全国妇联维稳办的工作部署和要求及时报告本单位维护稳定工作负责人。
2、经常研究分析本单位人员思想动态,针对不稳定因素提出相应对策和建议,充分发挥参谋助手作用。
3、协助维护稳定工作负责人,针对本单位发生的突出问题,组织开展调研工作,并将调研情况及时报告全国妇联维稳办。
4、协助维护稳定工作负责人解决本单位发生的有可能影响社会稳定的重大问题。
5、完成全国妇联维稳办交办的其他工作任务。
四、加强领导,抓好落实
各部门、各直属单位党组织和行政领导对维护稳定工作要高度重视,加强领导,认真抓好责任制的落实。一要统一思想,提高认识。要认真学习中央领导同志和中央维护稳定工作领导小组关于维护稳定工作的有关指示精神和文件要求,要在政治上与党中央保持高度一致,认真履行职责、承担责任,做好维护社会政治稳定的各项工作。二要抓紧落实工作机构。要选用政治素质好,政治敏感性和工作责任心强,并有解决重大问题能力的同志负责维护稳定工作。三要加强对维护稳定工作机构和人员的指导、支持和督促检查。对认真履行职责的,要表扬鼓励;对不认真履行职责的,要批评纠正;对工作失职,造成不良后果的,要视情节追究责任。四要加强联系,严格管理。各单位维护稳定工作负责人与联系人之间,全国妇联维稳办与各单位维护稳定机构、负责人、联系人之间,要加强联系,定期联络,建立起严密畅通的全国妇联维护稳定工作网络,形成完善的维护稳定工作机制,扎扎实实做好维护稳定工作。 
附件:1、全国妇联维护稳定工作负责人、联系人及办公室成员名单
2、全国妇联各部门、各直属单位维护稳定工作负责人、联系人名单 
全国妇联办公厅
2001年1月15日
附件1:
全国妇联维护稳定工作负责人、联系人
及办公室成员名单
第一责任人:顾秀莲 全国妇联副主席、书记处第一书记
负 责 人:沈淑济 全国妇联副主席、书记处书记
田淑兰 全国妇联副主席、书记处书记
协 调 员:赵友丽 全国妇联机关党委副书记
甄 砚 全国妇联办公厅主任
办公室成员
主 任:甄 砚(兼)
成 员:王建林 全国妇联办公厅人保处处长
田桂英 全国妇联办公厅秘书处副处长
吴学华 全国妇联权益部维权处副处长
宋 放 全国妇联机关团委书记
张国燕 全国妇联机关服务中心办公室副主任 
附件2:
全国妇联各部门、各直属单位维护稳定
工作负责人、联系人名单
单 位 负责人 联系人
办公厅 徐承念 王建林、刘爱平
组织部 李晓云 张化纯
宣传部 王乃坤 宋红蕾
国际部 邹晓巧 范宇华
城乡部 张世平 曹海青
权益部 邓 丽 李祝珍
儿童部 蒋月娥 曾 祝
机关党委 苏凤杰 陈晓霞
老干部局 徐玉珍 苏中萍
机关服务中心 许向东 张国燕
国妇儿工委办 王孟兰 吴新平
妇研所 王思梅 宋学群
英文中国妇女杂志社 恽鹏举 董佩玲
妇女基金会 秦国英 连巨涛
儿童基金会 宋立英 李继光
中国儿童中心 牛小梅 刘振臣
中国妇女报社 卢小飞 王 琪
中国妇女杂志社 尚绍华 高连英
中国妇女出版社 薛宝根 张淑梅
中国妇女旅行社 周松柏 阎小盼
中华女子学院 施 辉 刘志敏、徐文博
中国妇女活动中心 郭 象 韩 文