Tai Lieu Dao Tao - 9 2013

TI LIU O TO TNG QUAN
MC LC
Chng 1: LCH S THNG TIN DI NG
A. Mc ch yu cu
B. Ni dung
I. Lch s hnh thnh: GSM (Global System for Mobile communication)
II. Th h thng tin di ng:
III. Qu trnh pht trin ca thng tin di ng ti VN
Chng 2: GII THIU V CNG TY THNG TIN DI NG
A. Mc ch v yu cu:
B. Ni dung:
I. Gii thiu s lc v Cng ty:
II. Qu trnh hnh thnh v pht trin:
III. C cu t chc:
IV. Cc gii thng t nm 2005 n nay:
11
Chng 3: TRUNG TM THNG TIN DI NG KHU VC IV
14
A. Mc ch v yu cu:
14
B. Ni dung:
14
I. C cu t chc, a bn hot ng
14
II.Thnh tu ca Trung tm:
16
III. Ni quy, quy ch lm vic:
17
IV. Gii thiu cc h thng h tr Trung tm IV:
20
Chng 4: GII THIU SN PHM V DCH V TTD
23
A. Mc ch v Yu cu
23
B. Ni dung
23
I. Cu trc mng di ng (2G & 3G)
23
23
II. Sn phm v dch v thng tin di ng ca MobiFone
26
Chng 5: H THNG QUN L CHT LNG THEO ISO
34
A. Mc ch yu cu:
34
B. Ni dung:
34
I. Gii thiu chung:
34
II. p dng tiu chun ISO 9001:2000 ti Cng ty, Trung tm :
35
Chng 6: NG DNG CNG NGH THNG TIN
39
A. Mc ch, yu cu
39
B. Ni dung
39
I. Quy nh qun l d liu trn mng tin hc
39
II. Cc nguyn tc an ton d liu
39
Thng 9 nm 2013

III. H thng trang ch ca Trung tm
39
IV.Cc trang s dng chung
40
V. Cc chng trnh phc v kinh doanh v k ton
40
VI. Cc chng trnh phc v k thut
42
VII. Cc chng trnh phc v tr li khch hng v h tr khc
42
VIII. Khi cn h tr
43
IX. M hnh p dng CNTT vo qu trnh sn xut kinh doanh:
44
Chng 7: TM NHN, S MNH, GI TR CT LI V CC CHUN MC VN

HA V 8 CAM KT CA MOBIFONE
47
A. Mc ch yu cu:
47
B.Ni dung:
47
58
Phn c thm
53
Thng 9 nm 2013
Chng 1: LCH S THNG TIN DI NG

A. Mc ch yu cu
-
Hiu bit tng quan v qu trnh pht trin mng thng tin di ng.
Hiu r hn v s pht trin ca thng tin di ng ti Vit Nam v v th ca Cng ty.
Cc thi im mang tnh t ph n s pht trin th trng ca Cng ty.
B. Ni dung
I. Lch s hnh thnh: GSM (Global System for Mobile communication)
LCH S
GSM
1985
Tn GSM (Global System for Mobile Communication)
1988
Bt u xy dng tiu chun GSM
1994
Mng GSM ra i.
1995
Thu bao GSM tng 10.000 mi ngy.
1998
Trn 70 triu thu bao GSM ton cu, chim 31% th trng
di ng
2002
709 triu thu bao, chim 71% th trng di ng
2009
Trn 2 t thu bao GSM trn 212 quc gia
2010
Trn 5 t thu bao di ng, 940 triu thu bao 3G
2011
5,9 t thu bao di ng, trn 1 t thu bao 3G
2012
6,7 t thu bao di ng, trn 1,3 t thu bao 3G
6,8 t thu bao di ng, trn 1,4 t thu bao 3G
5/201
3
II. Th h thng tin di ng:

Trong phn ny chng ta xem xt cc tin ch, dch v lin quan qua cc th h thng tin
di ng t th nht (1G) n th 4 (4G) bao gm c cng ngh GSM, CDMA.
1G
2G
2,5G
3G
4G
- Nghe nhn cuc

gi.
- Dung lng
thp
- Xc sut rt
- Nghe nhn cuc gi.

- Gi tin SMS, EMS
(Enhanced Messaging
Service)
- K thut chuyn
- Nghe nhn cuc gi.

- Gi tin SMS, EMS.
- Truy cp Internet
khng dy (GPRS).
- S dng tin nhn a
- Nghe nhn cuc gi.

- Gi tin SMS, EMS.
- Truy cp Internet tc
cao (7.2 Mbps)
-Truyn videostreaming
- Nghe nhn cuc gi.

- Gi tin SMS, EMS.
- Thoi IP
- Truy cp Internet tc
cao ln hng trm
Thng 9 nm 2013

cuc gi cao
Kh
nng
chuyn cuc gi
km
- Cht lng m
thanh hn ch.
- Khng c ch
bo mt
mch s
- Dung lng ln
- Ci thin cht lng
m thanh
- Siu bo mt (High
Security)
phng tin (MMS).

- Siu bo mt (High
Security)
- Xem phim, nghe nhc

theo yu cu.
- in thoi thy hnh.
- Ci thin cht lng
m thanh so vi 2G
(AMR-WB)
- Siu bo mt theo m
code (High Security
Code)
Mbps (> 100Mbps ty

theo chun)
Truyn
videostreaming,
realtime, tng tc
- Hi ngh truyn hnh
v cc ng dng trc
tuyn tc cao
III. Qu trnh pht trin ca thng tin di ng ti VN

1994 mng thng tin di ng GSM u tin xut hin vi nh khai thc VMS trc
thuc VNPT - l mng MobiFone ngy nay.
1996 mng thng tin di ng GSM Vinaphone ca Cng ty dch v vin thng thuc
VNPT.
Thng 9 nm 2013
2002 mng thng tin di ng CDMA SFone - hp ng hp tc kinh doanh (BBC)

gia cng ty SPT v Cng ty SK TELECOM VIETNAM.
6/2004 mng thng tin di ng GSM Viettel ca Cng ty Vin Thng Qun i.
2006, mng E-Mobile ca Cng ty Vin Thng in lc EVNTelcom.
2009, mng Vietnamobile (trc y l HT Mobile - 2006) chuyn t CDMA sang
EGSM.
2009, thng hiu Beeline ca GTEL Mobile s dng GSM1800 - hp tc gia Tng
cng ty Vin thng Di ng Ton cu v Tp on VimpelCom.
2010 tng thu bao t 154 triu thu bao, Vit Nam ng th 8 th gii v mt
thu bao di ng vi 175,3 thu bao di ng trn 100 dn s
Cc nh khai thc mng o (MVNO) nh ng Dng Telecom, VTC hay FPT s
chnh thc cung cp dch v ra th trng trong nm 2011.
Qu III/2011 c tnh s lng thu bao l 130,7 triu thu bao
Qu II/2012 c tnh s lng thu bao hn 123 triu thu bao.
Hin nay 03 mng MobiFone, Vinaphone v Viettel ang chim trn 94% th phn
mng thng tin di ng.
Cng ty thng tin di ng (VMS) l Doanh nghip Nh nc trc thuc Tp on
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
GMS 900/1800 vi thng hiu MobiFone, nh du cho s khi u ca ngnh
thng tin di ng Vit Nam. Cc im mc chnh trong qu trnh pht trin ca Cng
Ty cng nh cc sn phm gp phn vo tng trng ca th trng thng tin di ng
Vit Nam c th nh sau:
1994: Thnh lp Trung tm Thng tin di ng Khu vc I & II
1995: Cng ty Thng tin di ng k Hp ng hp tc kinh doanh (BCC) vi Tp
on Kinnevik/Comvik (Thy in)
Thnh lp Trung tm Thng tin di ng Khu vc III
2005: Cng ty Thng tin di ng k thanh l Hp ng hp tc kinh doanh (BCC) vi
Tp on Kinnevik/Comvik. Nh nc v B Bu chnh Vin thng (nay l B
Thng tin v Truyn thng) c quyt nh chnh thc v vic c phn ho Cng ty
Thng tin di ng.
2006: Thnh lp Trung tm thng tin di ng Khu vc IV
2008: Thnh lp Trung tm thng tin di ng Khu vc V. K nim 15 nm thnh lp
Cng ty thng tin di ng. Thnh lp Trung tm Dch v Gi tr Gia tng.
Tnh n thng 04/2008, MobiFone ang chim lnh v tr s 1 v th phn thu bao di
ng ti Vit Nam.
2009: Nhn gii Mng di ng xut sc nht nm 2008 do B Thng tin v Truyn
thng trao tng; VMS - MobiFone chnh thc cung cp dch v 3G; Thnh lp Trung
tm Tnh cc v Thanh khon.
7/2010: Chuyn i thnh Cng ty TNHH 1 thnh vin do Nh nc lm ch s hu.
Thng 9 nm 2013
12/2010: Thnh lp Trung tm thng tin di ng Khu vc VI

2004 tng thu bao t 4.000.000.
09/1/2006 Trung tm IV thnh lp. Tng thu bao t 6.000.000
2007 tng thu bao t 11.000.000
2008 tng thu bao t 21.000.000
2009 tng thu bao t 30.000.000
2010 t 34.000.000 thu bao
2011 t 40.000.000 thu bao
2012 t 42.000.000 thu bao
2013 t 45.000.000 thu bao (k hoch)
(Cc thng tin lin quan: http://www.mobifone.com.vn)
Thng 9 nm 2013
Chng 2: GII THIU V CNG TY THNG TIN DI NG

A. Mc ch v yu cu:
-
Qu trnh hnh thnh v pht trin.
C cu t chc ca Cng ty.
Cc thnh tu t c ca Cng ty.
B. Ni dung:
I. Gii thiu s lc v Cng ty:
-
Tn chnh thc:
CNG TY THNG TIN DI NG
Tn giao dch quc t: VIETNAM MOBILE TELECOM SERVICES CO (VMS)
Tr s: Ta nh MobiFone, L VP1, Khu th Yn Ha, Qun Cu Giy, Thnh ph

H Ni
in thoi:
84 437831735
Website:
http://mobifone.com.vn
Thng hiu:
MobiFone
Ngy thnh lp: 16/4/1993
Logo v ngha:
Fax: 84 437831734
Logo Cng ty gm 2 phn chnh. Mi phn mang 1 hnh thi, mu sc v kch thc
c trng.
Vi thit k n gin v d nhn, Logo mobifone mang phong cch n gin nhng
hin i, tao nh v m c tnh.
Mu xanh ca tin t mobi th hin s tr trung, hin i, t tin, s tin cy v an
ton. y l mu xanh ca bu tri nn n rt c a chung v s trong sng v mt
m, thng ip chnh mang n cho khch hng l s n nh v tin tng.
Hu t fone c thit k vi mu nhm thu ht ti a s ch ca ngi nhn,
ng thi nhn mnh tnh nng ng, tinh thn chin thng v s mnh m, quyt on
ca MobiFone. Khng ch th, mu cn th hin s am m, tinh thn nhit huyt ca
tp th nhn vin MobiFone. Ring i vi ngi ng, mu tng trng cho s
cho hnh phc, s thnh vng v may mn ca ngi s dng.
S tng phn gia 2 mu xanh v c kt hp ht sc tinh t, to c tnh m
nt cho biu tng.
Slogan mi lc mi ni c s dng mt cch tinh t kt hp vi Logo th hin
s khng nh ca MobiFone v phng chm v cam kt phc v i vi ngi tiu
dng.
-
Nhng bi ht v MobiFone:
Thng 9 nm 2013
MobiFone mi lc mi ni;
Sc tr MobiFone (nhc s Phm Tuyn sng tc nm 2003 nhn dp sinh nht ln

th 10 ca MobiFone) .
II. Qu trnh hnh thnh v pht trin:

Cng ty thng tin di ng (VMS) l Doanh nghip Nh nc trc thuc Tp on
Bu chnh Vin thng Vit nam (VNPT) c chuyn i loi hnh doanh nghip t
ngy 12/7/2010 theo Quyt nh s 130/Q-VNPT-HTV-TCCB ngy 12/7/2010 ca
Tp on Bu chnh vin thng Vit Nam.
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 ca
MobiFone l t chc thit k xy dng, pht trin mng li v trin khai cung cp dch
v v thng tin di ng.
-
1993: Thnh lp Cng ty Thng tin di ng. Gim c cng ty ng inh Vn Phc
1994: Thnh lp Trung tm Thng tin di ng Khu vc I & II
1995: Cng ty Thng tin di ng k Hp ng hp tc kinh doanh (BCC) vi Tp

on Kinnevik/Comvik (Thy in).
1995: Thnh lp Trung tm Thng tin di ng Khu vc III
2005: Cng ty chm dt hp ng BCC vi Tp on Kinnevik/Comvik.

Nh nc v B Bu chnh Vin thng (nay l B Thng tin v Truyn thng) c
quyt nh chnh thc v vic c phn ho Cng ty Thng tin di ng.
ng L Ngc Minh lm Gim c Cng ty thay ng inh Vn Phc (v ngh hu)
09/01/2006: Thnh lp Trung tm thng tin di ng Khu vc IV
2008: K nim 15 nm thnh lp Cng ty thng tin di ng.

Thnh lp Trung tm thng tin di ng Khu vc V.
Thnh lp Trung tm Dch v Gi tr Gia tng.
Tnh n thng 04/2008, MobiFone ang chim lnh v tr s 1 v th phn thu
bao di ng ti Vit Nam.
2009: Nhn gii Mng di ng xut sc nht nm 2008 do B Thng tin v Truyn
thng trao tng
VMS - MobiFone chnh thc cung cp dch v 3G;
Thnh lp Trung tm Tnh cc v Thanh khon
2010: Ngy 12/7/2010 c quyt nh chnh thc chuyn Cng ty Thng tin Di ng
thnh cng ty trch nhim hu hn mt thnh vin do nh nc lm ch s hu.
Tn gi sau khi chuyn i:
o Tn gi y :
Cng ty Thng tin di ng
o Tn giao dch:
Cng ty Thng tin di ng
o Tn giao dch quc t:

COMPANY
VIETNAM MOBILE TELECOM SERVICES
Thng 9 nm 2013
o Tn vit tt:
VMS
Thng 12/2010 thnh lp Trung tm thng tin di ng Khu vc VI.

i tn Ban Qun l d n thng tin di ng thnh Ban QLDA Thng tin di
ng I v thnh lp Ban QLDA Thng tin di ng II.
-
2013: K nim 20 nm thnh lp Cng ty Thng tin di ng v n nhn Hun

chng c lp Hng Ba
III. C cu t chc:
CH TCH CNG TY: ng L Ngc Minh: Ph Tng gim c tp on BCVT Vit

Nam - Ch tch Cng ty thng tin di ng theo Quyt nh s 11/Q-VNPT-HTVTCCB ngy 19/01/2011.
BAN TNG GIM C:
Tng Gim c:
Thng 9 nm 2013
ng Mai Vn Bnh
Q b nhim s 2168/Q-VMS-TC ngy 29/12/2010.
Ph tng Gim c:
1. ng Nguyn Chnh
2. ng Cao Duy Hi
3. ng Trnh Hng Kim
4. ng Nguyn nh Chin
5. ng Nguyn Vn Tung
6. ng Phm Quang Tu
7. ng Nguyn ng Nguyn Q b nhim s 1075/Q-VMS-TC ngy 13/8/2010.

8. ng Dng Quc Tun
Q b nhim s 2188/Q-VMS-TC ngy 29/12/2010
9. ng L Nam Tr
CC N V TRC THUC
-
Trung tm Thng tin di ng khu vc I: c tr s chnh ti 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)
Gim c: ng Dng Quc Tun
a ch: S 811A ng Gii Phng, Qun Hong Mai, Thnh ph H Ni.
in thoi: 84 4 36648277 Fax: 84 4 38649526
Trung tm Thng tin di ng khu vc II: c tr s chnh ti TP. H Ch Minh, chu

trch nhim kinh doanh v khai thc mng thng tin di ng khu vc TP H Ch
Minh
Gim c: ng L Nam Tr
a ch: MM18 ng Trng Sn, phng 14, Qun 10, Thnh ph H Ch Minh.
in thoi: 84 8 38662345 Fax: 84 8 38662348
Trung tm Thng tin di ng khu vc III: c tr s chnh ti 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 Ho v tnh c Lc)
Gim c: ng Trnh Hng Kim
a ch: S 263 ng Nguyn Vn Linh, Thnh ph Nng.
in thoi: 84 511 3650003 Fax: 84 511 3650004
Trung tm Thng tin di ng khu vc IV: c tr s chnh ti Cn Th, chu trch

nhim kinh doanh v khai thc mng thng tin di ng 12 tnh min Ty Nam B
Gim c: ng Thim Cng Nguyn
a ch: S 06, i l Ha Bnh, phng An C, Qun Ninh Kiu, Tp. Cn Th.
in thoi: 84 710 3765211 Fax: 84 710 3765199
Trung tm Thng tin di ng khu vc V: c tr s chnh ti Hi Phng, chu trch

nhim kinh doanh v khai thc mng thng tin di ng khu vc ti 14 tnh, thnh ph
pha Bc.
Thng 9 nm 2013
10
Gim c: ng Mai Hng Anh

a ch: S 8 l 28 ng L Hng Phong, Thnh ph Hi Phng.
in thoi: 84 31 3556119 Fax: 84 31 3559686
-
Trung tm Thng tin di ng khu vc VI: c tr s chnh ti TP. Bin Ha tnh

ng Nai, chu trch nhim kinh doanh v khai thc mng thng tin di ng ti 09
tnh thuc khu vc min Nam.
Gim c: ng Nguyn Vn Vinh
a ch: S 22/8, KP3, ng Nguyn i Quc, P.Thng Nht, TP. Bin Ha, tnh
ng Nai.
in thoi: (061) 394 2702 - Fax: (061) 394 2701
Trung tm Dch v Gi tr gia tng: c thnh lp ngy 06/10/2008 c tr s

chnh ti Thnh ph H ni, c chc nng pht trin, qun l, khai thc v kinh doanh
cc dch v gi tr gia tng trn mng thng tin di ng (bao gm dch v SMS, dch
v trn nn SMS, trn nn GPRS, 3G v dch v chuyn vng quc gia, quc t).
Gim c: ng Nguyn Mnh Hng
a ch: Tng 1, Ta nh MobiFone, L t VP1, Khu th Yn Ha, Qun Cu
Giay, Thnh ph H Ni
in thoi: 84 4 37831807 Fax: 84 4 37690080
X nghip thit k: thnh lp ngy 21/01/1997 c tr s ti H Ni vi nhim v t

vn, kho st, thit k xy dng cc cng trnh thng tin di ng.
Gim c: ng Trn Quc Thnh
a ch: Tng 12, Ta nh MobiFone, L VP1, Khu th Yn Ha, Qun Cu Giy,
Thnh ph H Ni
in thoi: 84 4 37831866 Fax: 84 4 37831867
Trung tm Tnh cc v Thanh khon: c thnh lp ngy 10/08/2009 c tr s

chnh ti Thnh ph H Ni, c nhim v qun l, vn hnh, khai thc h thng Tnh
cc v qun l khch hng tp trung, h thng i sot cc tp trung, h thng IN
v cc h thng thanh ton in t m bo phc v yu cu SXKD; i sot v
thanh khon cc vi cc mng trong nc, Quc t; Nghin cu, pht trin h thng
Tnh cc v Qun l khch hng, h thng i sot cc, h thng IN, cc h thng
thanh ton in t phc v SXKD ca Cng ty thng tin di ng.
Gim c: ng Trn Vn Thy
a ch: Tng 14, Ta nh MobiFone, L t VP1, Khu th Yn Ha, Qun Cu
Giy, Thnh ph H Ni.
in thoi: 84 4 37690172 Fax: 84 4 37831806
IV. Cc gii thng t nm 2005 n nay:

-
Cc gii thng nm 2013
Hun chng c lp hng Ba do Nh nc trao tng nhn dp 20 nm thnh lp

Cng ty (16/04/1993 16/04/2013)
Cc gii thng nm 2011

Thng 9 nm 2013
11
Danh hiu "Anh Hng Lao ng" do Nh nc trao tng nhm ghi nhn nhng
ng gp ca MobiFone vo s pht trin kinh t, x hi ca t nc trong sut
18 nm hnh thnh v pht trin.
Gii thng Mng in thoi di ng c a chung nht dnh cho sn phm

CNTT - TT do tp ch Th gii Vi tnh t chc ngy 12/07/2011.
Cc gii thng nm 2010
Gii thng "Doanh Nghip Vin Thng Di ng C Cht Lng Dch V Tt

Nht" nm 2010 do B thng tin v Truyn thng trao tng ti L trao gii VICTA
2010.
Danh hiu Mng Di ng c a Chung Nht Nm 2010 do c gi bo

VietnamNet v tp ch EchipMobile bnh chn.
Danh hiu Mng di ng c dch v v chm sc khch hng tt nht do c gi

bo VietnamNet v tp ch EchipMobile bnh chn.
Sn phm CNTT TT a chung nht 2010 dnh cho lnh vc Mng in thoi
di ng do tp ch PC World bnh chn.
Cc gii thng nm 2009
Sn phm CNTT TT a chung nht 2009 do tp ch PC World bnh chn

Thng bo thng 6/2009
Chng nhn TIN & DNG do ngi tiu dng bnh chn qua Thi bo kinh t
Vit nam t chc nm 2009
Danh hiu Mng in thoi di ng c a chung nht nm 2009 do c gi

bo VietnamNet v tp ch EchipMobile bnh chn
Danh hiu Mng in thoi di ng chm sc khch hng tt nht 2009 do c gi

bo VietnamNet v tp ch EchipMobile bnh chn
Gii thng Doanh nghip di ng chm sc khch hng tt nht do B TT-TT

trao tng trong h thng gii thng VietNam ICT Awards 2009
Cc gii thng nm 2008
Danh hiu Doanh nghip ICT xut sc nht nm 2008 do c gi Tp ch PC

World bnh chn
Danh hiu Doanh nghip cung cp dch v cht lng nht nm 2008 do c gi
Bo Si gn thip th bnh chn
Danh hiu Mng di ng c a chung nht nm 2008, Mng di ng chm

sc khch hng tt nht nm 2008 do bo in t VietnamNet v tp ch
EchipMobile t chc bnh chn
Danh hiu Doanh nghip di ng xut sc nht do B Thng tin Truyn thng
trao tng ti L trao gii Vietnam ICT Awards 2008
Danh hiu Doanh nghip di ng chm sc khch hng tt nht nm 2008 do B

Thng tin Truyn thng trao tng ti L trao gii Vietnam ICT Awards 2008.
Cc gii thng nm 2007
Gii thng Mng in thoi c a chung nht nm 2007 do c gi E Chip Mobile VietNam Mobile Awards bnh chn
Thng 9 nm 2013
12
Xp hng Top 20 trong 200 doanh nghip ln nht Vit Nam do t chc UNDP
bnh chn nm 2007.
Top 10 Thng hiu mnh nm 2006-2007 do Thi bo kinh t Vit nam bnh
chn
Cc gii thng nm 2006
Gii thng Mng in thoi c a chung nht nm 2006, Mng in thoi

chm sc khch hng tt nht nm 2006 do c gi E - Chip Mobile bnh chn
trong H thng gii VietNam Mobile Awards
Danh hiu Thng hiu ni ting nm 2006 do VCCI t chc bnh chn.
Xp hng 1 trong 10 Top 10 Thng hiu mnh v c tim nng ca nn kinh t

Vit nam nm 2006 do bo Le Courierr du Vietnam bnh chn v gii thiu trong
Hi ngh thng nh APEC 2006
Cc gii thng nm 2005
Gii thng Nh cung cp mng in thoi di ng tt nht nm 2005 do c

gi E - Chip Mobile bnh chn.
Danh hiu Thng hiu ni ting nm 2005 do Thi bo Kinh t bnh chn
Thng 9 nm 2013
13
Chng 3: TRUNG TM THNG TIN DI NG KHU VC IV

A. Mc ch v yu cu:
Gii thiu v Trung tm IV vi cc ni dung sau:
-
T chc, m hnh hot ng.
Quy ch hot ng.
Mt s ni quy, quy nh.
B. Ni dung:
I. C cu t chc, a bn hot ng
-
Tn chnh thc: TRUNG TM THNG TIN DI NG KV IV
Tn giao dch quc t: Vietnam Mobile Telecom Services Center 4 (VMS C4)
Ngy thnh lp: 09/01/2006
(theo quyt nh s 77/QQ-TCCB ngy 09 thng 01 nm 2006 ca Tng Gim

c Tng Cng ty Bu chnh vin thng Vit Nam (nay l Tp on Bu chnh vin
thng Vit Nam) v vic thnh lp Trung tm TTD Khu vc IV thuc Cng ty thng tin
di ng)
-
Ngy chnh thc hot ng:
ngy 01/04/2006.
Tr s chnh: s 06 i l Ha Bnh, Phng An C, Qun Ninh Kiu, TP.Cn Th
- Nhim v: Khai thc kinh doanh ti 12 tnh thnh min Ty: Tin Giang, Bn Tre,
ng Thp, Vnh Long, Tr Vinh, Cn Th, Hu Giang, An Giang, Kin Giang, Sc
Trng, Bc Liu, C Mau.
-
Cc t chc chnh tr x hi ca Trung tm:

1.
ng b Trung tm TTD Khu vc IV :

ng b c 44 ng vin, 07 Chi b trong Ban chp hnh gm 07 ng ch.
2.
Cng on Trung tm TTD Khu vc IV:
Cng on c 345 cng on vin, 02 cng on b phn, 22 T cng on, trong

Ban chp hnh gm 09 ngi.
3.
Chi on Trung tm TTD Khu vc IV:

Chi on c 279 on vin, trong Ban chp hnh gm 09 ngi.
M hnh t chc:
Trung tm gm c 27 n v trc thuc, bao gm: 08 phng, 04 i, 1 ban, 12 chi

nhnh v 2 t trc thuc Gim c Trung tm.
Thng 9 nm 2013
14
BAN GIM C
PHNG KHBH & MAR
PHNG T CHC HNH CHNH
ng Phan Tn Nhn
B Nguyn Th Hu Giang
PHNG CHM SC KHCH HNG
PHNG K TON THNG K - TC
ng Nguyn ng Linh
B Trn Th Xun nh
PHNG QL-T-XD
I HTKH 1090
ng Phan Tun Dng
B Nguyn Ngc Anh
PHNG CNG NGH THNG TIN
BAN QLDA
ng Phm Thanh Bnh
ng L Quc Vinh
PHNG K THUT KHAI THC
PHNG KH DOANH NGHIP
ng Trnh Tun Hi
ng Lm Quang Tun
I IU HNH KV IV
T THM TRA QUYT TON
ng L Vn Khoa
B Nguyn Ngc T
I VIN THNG CN TH
T XT THU
ng Nguyn c Long
ng Dng Nguyn Bnh
I VIN THNG TIN GIANG
ng Nguyn Xun Tho
12 CHI NHNH
Ca
hng
Trung
tm
giao
dch
huyn
Thng 9 nm 2013
i l
chuyn
im
bn l
15
Lnh o Trung tm:

1. ng Thim Cng Nguyn Gim c
2. ng L Thnh Trung Ph Gim c (ph trch mng K thut, Tin hc)
3. ng Hunh Hong Cng Ph Gim c (ph trch mng Hnh chnh, u
t xy dng)
4. ng L Quc Minh Ph Gim c (ph trch mng Kinh doanh)
Lnh o 12 Chi nhnh:

1.
Chi nhnh Tin Giang: ng ng Quc Trung
2.
Chi nhnh Bn Tre:
3.
Chi nhnh ng Thp: ng Nguyn Vn Cng
4.
Chi nhnh Vnh Long: ng V Ngc Chu
5.
Chi nhnh Tr Vinh:
ng Trn Tun Anh
6.
Chi nhnh Cn Th:
ng Tng T Thanh
7.
Chi nhnh Hu Giang: ng Lu L Phc Lc
8.
Chi nhnh An Giang:
9.
Chi nhnh Kin Giang: ng Phm Cng Khanh v ng Vng Hong Ph
10.
Chi nhnh Sc Trng: ng Nguyn Tun Thanh
11.
Chi nhnh Bc Liu:
ng Bi Phc Yn
12.
Chi nhnh C Mau:
ng L Quc Minh
B Nguyn Th on
ng Hunh Hu Ngc
Doanh thu:
+ Nm 2006:
324 t ng
+ Nm 2007:
977 t ng
+ Nm 2008:
2186 t ng
+ Nm 2009:
3661 t ng
+ Nm 2010:
5287 t ng
+ Nm 2011:
4065 t ng (doanh thu tiu dng)
+ Nm 2012:
4041 t ng (doanh thu tiu dng)
S lng ca hng, showroom: 19 ca hng, 270 i l, 105 im giao dch huyn.

10.045 im bn l
-
II.Thnh tu ca Trung tm:

-
Nm 2007: Bng khen ca Tp on Bu chnh vin thng
Nm 2008: Bng khen ca B Thng tin & Truyn thng
Nm 2009: C Thi ua ca B Thng tin & Truyn thng
Nm 2010: C Thi ua ca B Thng tin & Truyn thng
Nm 2012: Bng khen ca Tp on Bu chnh vin thng

Thng 9 nm 2013
16
- Nm 2013: Hun chng Lao ng hng Ba do Ch tch nc trao tng nhn dp k

nim 07 nm thnh lp Trung tm (09/01/2006 09/01/2013)
- T trng lu lng ca Trung tm IV trong ton Cng ty: 16,2% (S liu thng
12/2012), ng th 3 ton cng ty v t trng.
III. Ni quy, quy ch lm vic:
1. Ni quy lao ng: Ban hnh theo quyt nh s 868/Q-TC ngy 07/7/2010 ca Gim
c Cng ty Thng tin di ng.
- Thi gi lm vic:
8gi/ngy.
40gi/tun.
Chia lm 2 khi:
a. Khi lm vic theo gi hnh chnh:
Sng
t 8h00
n 12h00 (c ngh trc 30 pht)
Chiu
t 13h00
n 17h00
b. Khi lm vic theo ca: Ty theo c im ca tng n v, b phn sn xut quy

nh s ca v ch o ca c th m bo tun th ng cc quy nh hin hnh ca
php lut.
c. Cng vic c th v thi gian: Th kho, bo v, li xe: c thc hin theo quy
nh ring.
- Thi gi lm thm: Thi gi lm thm khng c vt qu 4 gi trong 1 ngy; 16 gi
trong mt tun; tng s gi lm thm trong 4 ngy lin tc khng qu 14 gi; tng s gi
lm thm trong mt nm khng vt qu 200 gi.
Ngi lao ng lm thm gi c b tr ngh b v c tr phn chnh lch,
hoc tr lng cho thi gi lm thm theo quy nh hin hnh ca Nh nc.
- Thi gi ngh ngi:
Ngh gia ca: ngi lao ng lm vic theo ca 08 (tm) gi lin tc c b tr ngh
gia ca tnh vo gi lm vic, quy nh nh sau:
30ph i vi ca ngy ;
45ph i vi ca m.
Ngh hng tun: 2 ngy
Khi hnh chnh
: th by + ch nht.
Khi lm vic theo ca : ngh lun phin.

Thi gi ngh ngi c th ca lao ng n: thc hin theo quy nh hin hnh ca
B lut lao ng v cc quy nh khc ca php lut.
Ngh l hng nm: Ngi lao ng c ngh lm vic, hng nguyn lng nhng
ngy sau:
Tt dng lch: 01 ngy (ngy 01/01 DL)
Tt m lch: 04 ngy (1 ngy cui nm v 3 ngy u nm AL)
Thng 9 nm 2013
17
Ngy Gi t Hng Vng: 01 ngy (10/3 AL)

Ngy Chin thng: 01 ngy (30/4 DL)
Ngy QT lao ng: 01 ngy (01/5 DL)
Ngy Quc khnh: 01 ngy (02/9 DL)
Ngh php hng nm: Ngi lao ng c 12 (mi hai) thng lm vic ti Cng ty th
c ngh php hng nm l 12 ngy (ngy lm vic). S ngy php s c tng ln
theo thm nin lm vic ca ngi lao ng ti Cng ty (c 05 nm lm vic th s
c ngh thm 1 ngy)
Ngi lao ng c nhu cu ngh php th lm n xin ngh php gi Trng
n v v Lnh o Trung tm duyt (n xin ngh php phi c duyt trc t
nht 07 ngy trc ngy xin ngh php, tr trng hp bt kh khng)
Trong thi gian ngh php: c hng 70% lng.
Khng ngh php nm: khng c tr b bng lng.
Ngh vic ring: Ngi lao ng c ngh vic ring m vn hng nguyn lng
nh khi lm vic trong nhng trng hp sau:
Kt hn: ngh 03 ngy
Con kt hn: ngh 1 ngy
B m (c hai bn chng v v) cht, v hoc chng cht, con cht:
ngh 3 ngy
Ngh khng lng: Ngi lao ng c nhu cu ngh khng hng lng gii quyt
vic ring phi c n xin php v ch c ngh khi c Ngi s dng lao ng
chp thun.
i vi trng hp xin ngh t 1 thng tr xung: Gim c Trung tm
xem xt, quyt nh.
i vi nhng trng hp ngh t trn 1 thng n di 6 thng: n v
trnh Gim c Cng ty xem xt, quyt nh.
Thi gian ngh khng lng ti a l 6 (su) thng cng dn trong nm.
- Trt t trong c quan:
Ngi lao ng phi chp hnh mnh lnh sn xut kinh doanh:
Hon thnh cng vic c giao.
Thc hin ng quy trnh, quy ch, th tc c quy nh.
Chp hnh s phn cng lao ng ca ngi ph trch trc tip v lnh
o cp trn.
Ngi lao ng phi gi gn trt t ni lm vic:
m bo thi gian lm vic, ngh ngi ng quy nh.
Vn minh, lch s.
eo th, mc ng phc theo quy nh.
Gi gn v sinh, trt t.
Thng 9 nm 2013
18
Khi lm vic ngoi gi phi thng bo cho b phn, c nhn c trch

nhim thc hin cng tc qun l.
Nghim cm Ngi lao ng c cc hnh vi sau y:
nh bc, s dng/tng tr ma ty hoc cc cht kch thch khc trong
khu vc c quan.
n, ung ru bia/cc cht kch thch khc trong gi lm vic; lm vic
trong tnh trng say ru, bia/cc cht kch thch khc.
Chi c, chi tr chi in t, xem phim trong gi lm vic.
Lm vic ring, ng trong gi lm vic.
B v tr cng tc khi khng c lnh.
Gy mt trt t trong c quan.
T cung cp thng tin khi cha c php.
T vo v tr lm vic ca ngi khc hoc n v khc khi khng c
nhu cu cng tc; t ly, xem, sao chp ti liu ca ngi khc.
T a ngi l vo c quan.
- An ton v sinh lao ng:
Ngi lao ng:
Phi tun th ni qui, bin php an ton, v sinh lao ng.
Phi thc hin ng lut giao thng.
Khng ht thuc trong phng lm vic, trong lc sn xut.
Tt in, ngt cu dao, kho ca phng lm vic trc khi v.
c hun luyn an ton, v sinh lao ng 1 ln/ nm.
c khm sc kho nh k 1 ln/nm.
- Bo v ti sn, b mt cng ngh, thng tin b quyt kinh doanh ca doanh nghip:
Bo v ti sn chung v chu trch nhim trc tip vi cc vt t, thit
b, dng c lm vic c giao qun l
Phi tuyt i gi b mt cng ngh, giy t, ti liu, s liu ca n v.
Khng c t mang ti liu, dng c, vt t ca n v ra ngoi c
quan.
- K lut lao ng:
Vi phm nhng qui nh di y l vi phm k lut lao ng:
Qui nh v thi gian lm vic.
Qui nh v mnh lnh sn xut.
Qui nh v qui trnh, th tc, ni qui an ton, v sinh lao ng.
Qui nh v bo v ti sn, b mt cng ngh, kinh doanh, chm sc
khch hng, nghip v chuyn mn.
Thng 9 nm 2013
19
- Cc hnh thc k lut:

Khin trch bng ming.
Khin trch bng vn bn.
Ko di thi hn nng lng.
Chuyn cng tc khc.
Cch chc.
Ngi lao ng ngh vic c l do 6 thng cng dn/nm: s b chm
dt Hp ng lao ng
Sa thi nu ngi lao ng c mt trong nhng hnh vi sau:
Trm cp, tham , tit l b mt cng ngh kinh doanh.
Gy thit hi nghim trng ti sn, li ch ca Doanh nghip.
Ti phm trong thi gian cha c xo k lut.
T b vic 7 ngy cng dn/thng, 20 ngy cng dn/nm
2. Quy ch lm vic: Ban hnh km theo Quyt nh s 410/Q-TTIV-TC ngy
10/5/2010 ca Gim c Trung tm Thng tin di ng.
Ni dung quy nh chi tit nhng vn sau:
Trch nhim, quyn hn v phm vi gii quyt cng vic ca Gim c Trung
tm.
Trch nhim, quyn hn v phm vi gii quyt cng vic ca cc Ph Gim c

Trung tm.
Ph Gim c lm nhim v trc tun.
Quan h lm vic gia Gim c Trung tm v Trng Phng T chc-Hnh

chnh
Quan h lm vic gia Gim c Trung tm v K ton trng.
Quan h lm vic gia Gim c Trung tm v cc Trng n v.
Quy trnh X l cng vn, ti liu, gii quyt cng vic, ban hnh vn bn ca
Trung tm, thm quyn k vn bn.
Lch cng tc v ch hi hp, bo co.
IV. Gii thiu cc h thng h tr Trung tm IV:

H thng Thng tin di ng ca Trung tm IV nm trong tng th ca mng
TTD - VMS MobiFone, thc hin chc nng cung cp dch v cho cc thu bao ca
MobiFone trn a bn Trung tm IV - 12 tnh min Ty Nam b.
1.
H thng h tr K thut Tin hc ca Trung tm IV:

a. Cc qui nh v iu hnh thng tin:
-
Qui trnh ISO 9001-2000: iu hnh thng tin 7.5-01.
Qui trnh Bo dng : 6.3-01
Cc Phng n ng cu thng tin; Phng chng lt bo; Phng chy cha

chy ca Trung tm v cc n v.
Thng 9 nm 2013
20
b. Cc n v khi K thut ca Trung tm IV :

-
Phng K thut Khai thc: Qun l v cht lng mng v pht trin mng,
chi ph, u t ca khi k thut ca Trung tm IV
i iu hnh Khu vc IV : Chu trch nhin iu hnh x l thng tin, x l

s c, VHKT h thng tng i ca Trung tm IV.
i Vin thng CTO: Qun l mng li v tuyn 7 tnh pha nam sng Hu
Giang (CTO, HGG, AGG, KGG, CMU, BLU, STG).
i Vin thng MTO: Qun l mng li i trm 5 tnh pha bc sng Hu

Giang (TGG, BTE, TVH, DTP, VLG).
a. Phng Cng ngh thng tin :
T qun l mng : qun l, vn hnh h thng thit b v kt ni tin hc, cung

cp v bo tr, sa cha cc thit b tin hc vn phng.
T nghip v : H tr v mt k thut v s liu cho cc n v trong cng tc

u ni, gii quyt khiu ni, thanh ton cc ph v cc dch v gi tr gia
tng.
T phn mm : Pht trin cc phn mm phc v sn xut kinh doanh.
2. H thng knh phn phi:

a. Chi nhnh thng tin di ng: chu trch nhim pht trin th trng, thu
cc trc tip, h tr v giao dch trc tip vi cc i l, im bn l.
b. Ca hng giao dch VMS: chu trch nhim giao dch, thu cc v chm
sc khch hng.
c. MobiFone huyn: chu trch nhim giao dch, thu cc v chm sc khch
hng trn a bn huyn.
d. i l (L) ca VMS, bao gm L chuyn, L thng, L Bu in c
y quyn phn phi v bn cc sn phm ca VMS-MobiFone theo hnh
thc chit khu thng mi.
e. im bn l, hot ng di s y quyn/hoc qun l ca cc i l.
S h thng knh phn phi ca Trung tm IV

TRUNG TM THNG TIN DI NG
CHI NHNH THNG TIN DI NG
Php nhn
pht trin
thu bao
MobiGold
Php nhn
thu cc
CA
HNG
GIAO
DCH
(gm 19
Ca hng)
MOBIFONE
HUYN
(gm 105
im)
I L
CHUYN
(ch cung cp v
phn phi sn
phm v dch v
ca MobiFone)
Thng 9 nm 2013
KHCH HNG
I L PHN
PHI
(L n v c ch
nh v y quyn
phn phi BTG, th
co, Mobiez ca
MobiFone)
IM BN L
21
Thng 9 nm 2013
22
Chng 4: GII THIU SN PHM V DCH V TTD

A. Mc ch v Yu cu
Sau khi hc xong chng ny bn s hiu
-
Cu trc mng thc t ca Trung tm IV
- Nm bt c cc sn phm chnh v cc dch v ph bin ca MobiFone ang cung

cp trn th trng.
B. Ni dung
I. Cu trc mng di ng (2G & 3G)
Cc ch vit tt:
MSC
: Mobile Switching Center
HLR
: Home Location Register
VLR
: Visiter Location Register
BSC
: Base Staion Controller
RNC
: Radio Network Controller
BTS
: Base Tranceiver Station
MS
: Mobile Station
IN
: Intelligent Network
SMSC: Sort Message Service Center
CRBT: Colour Ring Back Tone (Funring)
SGSN: Serving GPRS Support Node
GGSN: Gateway GPRS Support Node
Node B: trm thu/ pht sng 3G

PCU
: Packet Control Unit
Cu trc mng di ng bao gm 03 phn:

Thng 9 nm 2013
23
- Phn li,
- Phn truy nhp mng 2G v 3G,
- Phn h thng dch v GTGT v cc h thng h tr khc.
1. Phn li (Core Network)
Bao gm hai thnh phn chnh:
- Mng li chuyn mch knh (core CS): bao gm MSC/HLR.
- Thnh phn chuyn mch gi (core PS): gm c SGSN, GGSN
1.1 Core - CS
a. MSC (Mobile Switching Center)
iu khin v chuyn mch cuc gi.
Giao tip vi cc mng bn ngoi (PSTN, PLMN, ).
Qun l kh nng di ng trn mng v tuyn v cc mng khc.
Cung cp thng tin cho vic tnh cc.
b. HLR (Home Location Register):
HLR cha d liu v qun l tt c cc thu bao di ng c trong h thng, bao gm:
cc dch v ca thu bao, thng tin v v tr tng i, cc tham s nhn thc
Khi c thu bao mi, hay thay i dch v u c ghi trong HLR, ghi bng nhn
cng
c. VLR (Visitor Location Register ng k v tr tm):
VLR lu tr d liu tm thi tt c cc thu bao di ng (MS) ang hot ng trong
vng phc v MSC. Da vo v tr v d kin, cc thu bao trong vng phc v,
VLR cung cp cc s chuyn vng kt ni cc cuc gi cho my di ng. D liu
c cp nht t ng.
d. IN (Intelligent Network)
Lu tr thng tin ca thu bao tr trc (ti khon, cc, ). Thc hin tr tin khi
thu bao tr trc thc hin cuc gi.
1.2 Core PS:
a. SGSN (Serving GPRS Support Node)
SGSN l thnh phn ch yu ca mng GPRS. N c nhim v chuyn mch cc gi
d liu m trm di ng gi i v nhn c khi ngi dng s dng dch v data.
V thc cht n cng l mt trung tm chuyn mch ging nh MSC trong mng
GSM, nhng khc ch n chuyn mch gi ch khng phi cc knh.
b. GGSN (Gateway GPRS Support Node):
y l cng giao tip gia mng GPRS vi cc mng d liu bn ngoi (nh Internet,
Intranet, ) hay vi cc nh khai thc mng GPRS khc.
2. Phn truy nhp (RAN - Radio Access Network)
Mng truy nhp 2G (BSS Base Station Subsytem): bao gm BSC, BTS, MS
Mng truy nhp 3G (UTRAN UMTS Radio Access Network): bao gm RNC, Node
B, UE (thit b u cui di ng).
Thng 9 nm 2013
24
2.1 Mng truy nhp 2G (BSS)

a. BSC (Base Station Controller B iu khin trm gc)
BSC cung cp tt c cc chc nng lin quan ti phn v tuyn, qun l cu hnh
trm, iu khin cc hot ng ca BTS nh: qun l ti nguyn v tuyn, iu khin
nhy tn, iu khin chuyn giao, iu khin cng sut
Mt BSC c th kt ni iu khin nhiu BTS.
b. BTS (Base Transceiver Station Trm thu pht gc)
Trm thu pht gc (trm thu pht sng gi tt l trm BTS) c chc nng to ra
vng hot ng cho MS. Mt BTS c th pht v thu sng ra mt hay nhiu cell
(vng ph sng nh nht ca mt BTS).
BTS giao tip vi MS qua ng v tuyn. BTS hot ng di s iu khin ca
BSC.
Mt BTS ch kt ni n 1 BSC
Mt BTS gm cc thit b: Anten, cable, thit b thu pht, b iu khin thit b v x
l tn hiu.
Trm BTS v vng ph sng

c. MS (Mobile Station Trm di ng hoc thu bao di ng)
MS c th l mt my in thoi di ng. i vi h thng GSM th MS gm c 2
thnh phn chnh l ME v SIM.
ME (Mobile Equipment) l thit b cng (thng gi l in thoi di ng) thc hin
chc nng thu pht tn hiu.
SIM (Subscriber Indentify Module) l th chip m bn trong c cc b nh lu tr
thng tin c nhn ca thu bao di ng v mt s thng tin mng.
2.2 Mng truy nhp 3G
a. RNC (Radio Network Controller)
Qun l Node B, kim sot cc ti nguyn v tuyn: iu khin cng sut, iu khin
chuyn giao cuc gi, (tng t BSC trong 2G)
Mt RNC c th kt ni n nhiu Node B.
b. Node B (tng t nh trm BTS 2G)
Node B chu s qun l bi RNC, to ra vng ph sng cho u cui khch hng
hot ng
Thng 9 nm 2013
25
c. UE (User Equipment)
Thit b u cui, tng t nh MS trong mng 2G. UE cng bao gm hai thnh
phn ME (mobile equipment) v USIM. Hai thnh phn ny phi h tr 3G mi c
th truy nhp mng 3G.
3. H thng h tr v cc dch v GTGT (VAS - value added service) c pht trin
trn nn mng li bao gm:
Trung tm nhn tin SMSC: cung cp dch v tin nhn SMS
H thng nhc ch CRBT (Colour Ring Back Tone): cung cp dch v nhc chung
ch
H thng nhn tin bng ging ni Voice SMS.
H thng nhc nn BGM (Back Ground Music),
II. Sn phm v dch v thng tin di ng ca MobiFone
1. Sn phm
a. Sn phm tr sau
- MobiGold:
L thu bao ha mng tr sau ca MobiFone.
Cc ph thp.
Nhiu hnh thc thanh ton d dng, thun tin
S dng min ph nhiu dch v tin ch.
Cc chng trnh chm sc khch hng a dng
- FC tr sau:
Thu bao FC l thu bao Fast Connect tr sau, cho php KH c th truy cp Internet
bng rng di ng (Mobile Broadband) v gi tin nhn SMS trong phm vi vng ph
sng ca mng MobiFone thng qua cc thit b cho php truy cp Internet trn nn
cng ngh GPRS / EDGE / 3G c cung cp di hnh thc thu bao tr sau.
Phm vi s dng dch v:
c s dng cc dch v:
o Dch v Data (truy cp Internet, cc ng dng lin quan data ca Mobifone
nh Mwolrd, Mgame, Mexpress, Mobile TV, Mplus, Mspace, Mstory...).
o SMS thng thng trong nc (ni mng, lin mng), v cuc nhn tin theo
qui nh ca gi cc MobiGold.
o Nhn tin cho u s tt 994, 999
KHNG c s dng cc dch v:
o Dch v thoi (gi v nhn cuc gi).
o Nhn tin quc t
Thng 9 nm 2013
26
o Cc dch v GTGT.
o Chuyn vng quc t.
- Gi cc Vietinbank
Loi hnh thu bao: tr sau.
Ch thu bao: ngn hng TMCP Cng thng Vit Nam T 5/9/2012, i tn cc thu
bao ny thnh Trung tm th - Ngn hng VietinBank v p dng tn ny cho thu bao data
pht trin mi
Cc ha mng: 60.000 (ph ha mng: 35.000 + gi sim: 25.000)
T 11/03/2013: Min ph tin thay sim khi sim b hng
Cc s dng dch v: cc thu bao + cc data pht sinh

T 17/7/2012: Cc TB ny s c hng ch chm chn 30 ngy
- Gi cc EVN
Loi hnh thu bao: tr sau, p dng i vi cc TB nm trong d n nghin cu
C s TB ring (loi s thuc di s thoi ca Trung tm) ch s dng c dch v
Data, KHNG thc hin gi/nhn cuc gi v cc dch v GTGT khc
Cc ha mng: 60.000 (ph ha mng: 35.000 + gi sim: 25.000)
Min cc TB thng
Cc Data c qui nh nh sau:
o Theo giao thc chuyn mch knh CSD: Tnh cc nh cuc gi di ng hin
hnh
o Theo giao thc chuyn mch gi (GPRS/EDGE/3G): p dng theo gi gi
cc Mobile Internet m KH ng k
- Gi cc tch hp MobiGold v Fast Connect Tr Sau
L u i dnh ring cho thu bao MobiGold v Fast connect tr sau
Ch nhn 1 thng bo cc v thanh ton chung vi cc s TB trn cng 1 ha n
cc thay v nhn TBC v thanh ton nhiu ha n ring bit
c tng dung lng min ph gi Fast Connect (FC40, FC80, FC120, FC180,
FC220) thm 20% vi gi gi cc khng i.
b. Cc sn phm tr trc:
STT Tn gi cc
STT Tn gi cc
MobiCard
Q-Teen
MobiZone
Q- 263
Zone +
FC Tr trc
MobiKid
10
FC Thanh thiu nin
MobiQ
11
FC nh bo, phng vin
Q-Student
12
QKids
u im ca thu bao tr trc:

Thng 9 nm 2013
27
o Khng cc ho mng.
o Khng cc thu bao ngy.
o Khng ho n thanh ton cc hng thng.
o Gip KH kim sot c s tin cc s dng dch v.
MobiCard l gi cc tr trc u tin ca MobiFone, c cung cp chnh thc t
1/10/1999.
MobiZone l gi cc tr trc ca MobiFone, c cung cp chnh thc t
10/12/2008.
Cho phep thu bao thc hin cuc goi vi mc cc u ai trong mt khu vc ia ly
do chu thu bao la chon ng k khi mua b trn gi.
Inzone (trong zone): la pham vi trong vung (tinh, thanh ph) do khach hang la chon.
Khach hang khi trong zone va thc hin cac cuc goi i trong nc se c hng
mc cc u ai theo quy inh cua goi cc.
Outzone (ngoai zone): la pham vi ngoai vung khach hang la chon. Khach hang ra
khoi vung la chon va thc hin cac cuc goi i trong nc se bi tinh mc cc
ngoai zone theo quy inh cua goi cc.
MobiQ l gi cc tr trc ca MobiFone, c cung cp chnh thc t 25/8/2007.
o L gi cc c mc cc gi tin SMS ni mng hp dn: 200/SMS gi bn
v ch 100/SMS vo gi ri.
o Thi hn ca gi cc s t ng c gia hn ti a 60 ngy nu thu bao
thc hin giao dch c pht sinh cc hoc np tin.
Q-Student l gi cc tr trc ca MobiFone, c cung cp chnh thc t
12/11/2009.
L gi cc dnh ring cho sinh vin ang theo hc h chnh qui ti cc trng i
hc, cao ng, trung cp (bao gm c trng trung cp dy ngh) trn ton quc.
Khch hng c hng nhiu u i c bit trong sut thi gian hiu lc ca gi
nh:
o Cc gi theo nhm (thu bao mng MobiFone).
o Cc gi tin ni mng ch c 99/SMS.
o Tng cc hng thng.
o Min ph dch v Data: 35MByte/30ngy.
Q-Teen: l gi cc tr trc ca MobiFone, c cung cp chnh thc t
12/11/2009.
L gi cc dnh ring cho khch hng l thanh thiu nin t 15 n 18 tui.
nh:
o Gi SMS ni mng ch c 3.000/100SMS/ngy.
o Min ph dch v Data: 15MByte/30ngy.
Thng 9 nm 2013
28
MobiKid l gi cc tr trc ca MobiFone c gi cc v thi hn s dng ging

gi Q-Teen, u i dnh ring cho tr em t 5-9 tui.
Mi thu bao MobiKid c php ng k 4 thu bao gi vi mc cc u i.
Zone + c xy dng trn gi Q-Student. Cc b ny p dng ch yu cho cc thu
bao tr trc ni vng vi nhng u i c bit p dng ti mt s khu vc nht
nh.
Gi cc c p dng t ngy 6/6/2011
Q 263 l gi cc dnh ring cho cn b on cc cp c tui khng qu 42,
c cung cp t 15/08/2011
nh:
o Cc gi theo nhm.
o Cc gi tin ni mng ch c 99/SMS.
o Min ph 60 pht thoi ni mng/ 30 ngy: cng vo Ti khon thoi nh k
o Min ph 60 SMS ni mng/ 30 ngy: cng vo ti khon SMS KM nh k
o Min ph 60 MB dch v Mobile Internet/ 30 ngy: cng vo Ti khon data
KM nh k. Cc truy cp khi KH s dng vt qu 60MB s c tnh theo
gi M0.
o Min cc thu bao Funring v cc thu bao MCA
FC Tr trc
C s dng:
o Dch v Data (truy cp Internet).
o SMS thng thng trong nc (ni mng, lin mng), v cuc nhn tin theo
qui nh ca gi cc MobiCard
o Gi tin nhn s tt 994, 999, 900 chuyn i hnh thc s dng
o Gi n s chm sc khch hng 18001090
o Gi 900, 901.
o Cc cu lnh USSD.
o Gi/nhn c MMS
o PFC tr trc s dng c DV chuyn tin M2U, ng tin
KHNG c s dng cc dch v:
o Dch v thoi (gi v nhn cuc gi).
o Nhn tin quc t
o Chuyn tin thnh ngy M2D
o Cc dch v GTGT.
o Chuyn vng quc t
Thng 9 nm 2013
29
Thi hn s dng theo qui nh hin hnh ca MobiQ. Tuy nhin do PFC khng c
chc nng thoi, nn thi im thu bao c pht sinh cc (cc truy cp data hay
sms) m thi gian s dng nh hn 60 ngy th thi gian s dng s c thnh 60
ngy.
FC Thanh thiu nin l gi cc Fast connect ca MobiFone c gi cc v thi
hn s dng ging gi PFC.
L gi cc u i dnh ring cho thanh thiu nin t 14 - 22 tui.
c tng u i hng thng 500 MB/30 ngy.
Chnh thc cung cp: 05/10/2011
FC phng vin, nh bo l loi hnh Fast Connect tr trc hoc tr sau dnh cho
nh bo, phng vin cng tc ti cc c quan, n v bo ch, truyn thanh, truyn
hnh.
c gim 50% cc FC0 hoc gi gi cc Fast Connect bt k khi ng k gi v
cc dung lng s dng vt gi.
Bt u p dng: 25/10/2011
Q-Kids l gi cc tr trc dnh ring cho tr em di 15 tui v c mc nh l
MobiQ v c 1 s tnh nng c bit:
o
c s dng chung ti khon vi TB Cha/M.
u i cc khi gi gia TB Q-Kids v TB Cha/M.
Gii hn s tin c php s dng hng thng.
TB Cha/Me c th tm kim v tr TB Q-Kids.
c nhn thng tin hc tp, gii tr min ph.
Thi gian cung cp: 5/4/2013

S tng i: 9289
c. Cc loi SIM: gm SIM 32K, SuperSIM 64K, SuperSIM 128K, MicroSIM 64K v
Nano SIM. Hin nay trn th trng ch cn bn 04 li SuperSIM 64K, 128K,
MicroSIM 64K v Nano SIM.
d. Sn phm 3G: l thit b USB Fastconnect dng kt ni Internet thng qua

Laptop.
Thng 9 nm 2013
30
Fastconnect MF627
Fastconnect MF633
Fastconnect E1550
Fastconnect MF637
Chi tit: http://www.mobifone.com.vn/

http://www.mobifone3g.com.vn/
e. Cc ph
Nguyn tc tnh cc
- Tnh theo block 6s + 1s v tnh cc cuc gi bt u t giy u tin.
Cuc gi bt u t gi bn th s p dng cc ca gi bn (d c kt thc vo gi ri) hoc ngc li.
Nguyn tc lm trn cc:

T 0h00 ngy 05/08/2011, Cng ty Thng tin di ng p dng nguyn tc lm trn
cc mi i vi cc thu bao di ng tr trc, Cn c trn tng n v cc (
bao gm thu gi tr gia tng), c th:
- Phn cc l ln hn hoc bng 0,5 ng c lm trn thnh 01 ng
- Phn cc l nh hn 0,5 ng c lm trn xung 0 (khng) ng.
i vi cc dch v TTD tr sau: Tng cc khch hng phi tr hng thng trn
ho n cc ( bao gm thu GTGT) c lm trn trn nguyn tc: phn l ln
hn hoc bng 50 ng c lm trn thnh 100 ng, phn l nh hn 50 ng
c lm trn xung 0 (khng) ng.
Qui nh gi bn v ri: p dng t 04/06/2009
- Gi bn (Peak): t 6h00 n 23h00.
- Gi ri (OffPeak - gim 50%): t 23h00 ngy hm trc n 05h5959" sng ngy
hm sau. Ngoi tr cc ngy sau s khng p dng cc gi ri:
+ T m ging Sinh (24/12).
+ T m giao tha tt dng lch (31/12).
+ T m giao tha tt m lch.
2. Cc dch v gi tr gia tng (GTGT):
(Lu : Ph ng k v cc ph s dng cc dch v trn vui lng tham kho ti
http://mobifone.com.vn/ trc khi s dng v hng dn khch hng s dng)

Thng 9 nm 2013
31
Hin nay MobiFone cung cp hn 100 dch v GTGT. Cc nhm dch v:

- Nhm dch v data
- Nhm dch v tin ch
- Nhm dch v chuyn vng
- Nhm dch v trn nn thoi
- Nhm dch v trn nn SMS
- Nhm dch v gii tr: ti nhc, xem phim, hnh nn,...
Bng tng hp dch v chi tit nh km.
III. Cc chng trnh chm sc khch hng:
STT
Tn chng trnh
Ni dung
Tch ly im bng cc s dng quy i thnh gii
thng
C 10.000 = 1 im
Tch ly 300 im s quy i gii thng
Kt Ni Di Lu Loyalty
im tch
ly
(t
1/10/2011)
Hng
Quy i
im
( VAT)
T ng
chuyn im
thnh cc
khi tch ly
300 im
0 - 399
ng
1 im =
400
120.000
400 - 599
Bc
1 im =
600
180.000
600 1.999
Titan
1 im =
800
240.000
2.000 3.999
Vng
1 im =
1.200
360.000
4.000
Kim
cng
1 im =
1.500
450.000
- i tng: dnh cho cc Khch hng s dng

MobiGold c thi gian ha mng ti thiu 1 nm tnh
n thng c sinh nht ca khch hng. Mc cc
ly lm cn c tng qu l mc cc thanh ton
trung bnh ca 03 chu k cc n-3, n-4, n-5 (vi n l
thng sinh nht)
Chc mng sinh nht
- Gi tr qu tng t 100.000 n 1.000.000

3
MBusiness Nhm ng nghip
-TBTS:
+ c hng u i cc gi n cc TB trong nhm
(trong nc)
+ c tng 30 > 50 SMS/ chu k cc
+ Hng chit khu thng mi t 7 > 15%
+ Tng cc cho TB i din t 50.000 > 500.000/
chu k cc
Thng 9 nm 2013
32

STT
Tn chng trnh
Ni dung
+ c chm chn 1 chiu 10 ngy (k t ngy chn
ct thng tin theo quy nh)
- TBTT: TB trong nhm c hng chit khu khi
doanh nghip np tin:
Nhm t 10 - 49 TB: 6%
Nhm t 50 TB tr ln: 7%
- u i cc gi trong nhm (gi bn): 705/pht

(70,5/6s+11,75/s). Gi ri: gim 50% cc gi ni
mng trong nc
4
MFriends Nhm bn b
- Min ph 20 SMS/TB/chu k ti cc thnh vin trong

nhm
- Chit khu thng mi (da trn mc doanh thu/ TB/
chu k):
o
T 200.000 n 399.999: 6%
T 400.000 tr ln: 7%
- u i cc gi trong nhm: 440/pht (44/6s +

7,33/1s). Gi ri: gim 50% cc gi ni mng trong
nc
5
MHome Nhm gia nh
- Min ph 30 SMS/TB/chu k ti cc thnh vin trong

nhm
- Chit khu thng mi (da trn mc doanh thu/ TB/
chu k):
o
T 200.000 n 399.999: 6%
T 400.000 tr ln: 7%
- Qu khuyn mi khi n thit lp mi quan h ln u

vi doanh nghip (tr gi khong 250.000)
- Qu khuyn mi trong qu trnh chm sc Doanh
nghip (tr gi khong 250.000)
- Qu CMSN
6
Khch hng ln
- Qu khuyn mi cm n doanh nghip v 1 lnh o

doanh nghip 1 ln/nm, chia thnh 2 mc:
Khch hng c t 5 n di 10 thu bao: tr gi
khong 500.000
Khch hng c t 10 thu bao tr ln: tr gi khong
1.000.000
- Tr thnh hi vin v hng cc u i Kt ni di
lu m khng cn ng k v c xp hng ty theo
i tng:
Khch hng c bit
Tiu chun 1, 2, 3: Kim Cng
Tiu chun 4, 5, 6, 9: Vng
Tiu chun 7, 8: 40% Kim Cng,

60% Vng
- HV Vng, Kim Cng c hng chm chn 40

ngy.
Thng 9 nm 2013
33

STT
Tn chng trnh
Ni dung
- c s dng trn mc cc ng trc.
- u i khc: theo u i dnh cho i tng 1 ca
KH cao cp. (p dng t 1/10/2011).
- i tng 1: KH l Hi vin KNDL (Titan, Vng,

Kim cng).
Khch hng Cao cp
- i tng 2: C mc cc trung bnh trong 6 CK

hoc 6 thng gn nht t 500.000 tr ln ( VAT)
Chng 5: H THNG QUN L CHT LNG THEO ISO

A. Mc ch yu cu:
- Gii thiu tng quan v h thng ISO.
- H thng qui trnh, hng dn cng vic ti Trung tm.
- nh gi ni b.
B. Ni dung:
I. Gii thiu chung:
1. Gii thiu v ISO
ISO vit tt ca t : International Organization for Standardization.
H thng qun l cht lng:
-
nh ngha: Tp hp cc yu t c lin quan v tng tc nh hng v kim

sot mt t chc v cht lng.
Tm nguyn tc ca qun l cht lng:

Hng vo khch hng Customer Focus.
S lnh o Leadership.
C s tham gia ca mi ngi Involvement of people.
Cch tip cn theo qu trnh Process approach.
Cch tip cn theo h thng - System approach to management.
Ci tin lin tc Continual improment.
Quyt nh da trn s kin Fatual approach to decision making.
Quan h hp tc c li vi nh cung ng Mutually beneficial supplier
H thng qun l cht lng
relationship.
B tiu chun ISO 9000

ISO 19011:2002
nh gi
ISO 9001:2008
Yu cu
ISO 9000:2005
Thng
9 nm
C s
v t2013
vng
ISO 9004:2000
Hng dn
34
2. Mc ch v li ch ca vic p dng h thng ISO:

Mc ch:
-
Chng t kh nng cung cp mt cch n nh cc sn phm p ng cc yu cu.
Nng cao s tha mn ca khch hng thng qua vic p dng v ci tin lin tc
h thng .
Li ch:
-
Mi qu trnh (qun l, ct li, h tr) to thnh mt h thng thng nht, nht

qun, c tiu chun ha mt cch khoa hc, hp l, ng lut, c kim sot
cht ch.
Cc qu trnh minh bch v cng khai ha qu trnh.
H thng th tc hnh chnh c kin ton, xc nh r ngi r vic, nng

cao hiu sut gii quyt cng vic.
o lng, nh gi c h thng, qu trnh, cht lng cng vic v s hi

lng ca khch hng theo cc chun mc hay mc tiu cht lng c th.
Cht lng n nh v lun ci tin, khc phc thiu st, nng cao s tha mn
ca khch hng.
Gim chi ph (lng ph, sai st).
Lnh o khng sa vo cng tc s v, nhng vn kim sot c qu trnh.
To n np, qui c.
em li nim tin cho khch hng.
Nng cao uy tn doanh nghip.
II. p dng tiu chun ISO 9001:2000 ti Cng ty, Trung tm :

Chnhtm
sch cht lng,
1. H thng qui trnh, hng dn cng vic p dng ti Trung
Mc tiu cht lng
Cu trc h thng ti liu:
S tay cht lng
Th tc/Qui ch/Qui trnh chung
Qui trnh, hng dn thao tc, mu

biu, qui nh k thut, tiu chun, qui
phn, iu lut, k hoch cht lng
Thng 9 nm 2013
H s
35
Thng 9 nm 2013
36
H thng qui trnh ISO do Cng ty ban hnh:

CNG TY THNG TIN DI NG
DANH SCH CC VN BN CHT LNG THUC

H THNG CHT LNG CA CNG TY
BM/QT 4.2-01/02-02
S
VN BN
QT 4.2 - 01
LN BAN
HNH
ln 04
GHI
CH
1QT
Quy trnh kim sot vn bn cht lng
QT 4.2 - 02
Quy trnh son tho v kim sot cng vn i, n
ln 04
1QT
QT 4.2 - 03
Quy trnh kim sot h s cht lng
ln 01
1QT
QT 5.6 - 01
Quy trnh xem xt ca Lnh o
ln 01
1QT
QT 6.2 - 01
Quy trnh tuyn dng lao ng
ln 06
1QT
QT 6.2 - 02
Quy trnh o to
ln 03
1QT
QT 6.3 - 01
Quy trnh bo dng, sa cha thit b mng thng tin di ng GSM
ln 06
1QT
QT 6.4 - 01
Quy trnh qun l cng tc BHL, PC&CC trong Cng ty VMS
ln 03
1QT
QT 7.2 - 01
Quy trnh bn hng
ln 11
1QT
10
QT 7.2 - 02
Quy trnh thanh ton cc ph
ln 10
1QT
11
QT 7.2 - 03
Quy trnh x l thu bao s dng cc cao bt thng (bo )
ln 11
1QT
12
QT 7.2 - 04
Quy trnh cung cp thng tin v gii quyt khiu ni ca khch hng
ln 12
1QT
13
QT 7.3 - 01
Quy trnh trin khai cung cp dch v mi
ln 01
1QT
14
QT 7.4 - 01
Quy trnh p dng ch qun l u t xy dng
ln 09
1QT
15
QT 7.4 - 02
Quy trnh mua sm sim, qun l sim v th np tin dng cho DV..
ln 10
1QT
16
QT 7.4 - 03
Quy trnh thm nh chi ph
ln 01
1QT
17
QT 7.5 - 01
ln 12
1QT
18
QT 7.5 - 02
ln 05
1QT
19
QT 7.5 - 03
Quy trnh qun l, iu hnh mng li

Quy trnh quy nh qun l v khai thc mng tin hc phc v Ql,
SXKD
Quy trnh u ni thu bao
ln 07
1QT
20
QT 7.5 - 04
Quy trnh qun l d liu khch hng
ln 12
1QT
21
QT 7.6 - 02
Quy trnh kim tra phn mm tnh cc
ln 02
1QT
22
QT 8.2 - 01
Quy trnh nh gi cht lng ni b
ln 01
1QT
23
QT 8.3 - 01
Quy trnh kim sot sn phm khng ph hp
ln 01
1QT
24
QT 8.5 - 01
Quy trnh hnh ng khc phc v phng nga
ln 01
1QT
STT
TN VN BN
25
QT TC.01
Khai thc h thng TC&QLKH Tp trung
ln 02
1QT
26
QT-TCSCKTH.01
Phi hp khai thc h thng IN
ln 01
1QT
S TAY CHT LNG
ln 05
1 STCL
27
Tng s: (26 QT v 01 STCL)
Thng 9 nm 2013
37
H thng qui trnh do Trung tm ban hnh:
DANH SCH CC QUI TRNH P DNG TI TRUNG TM

S
T
T
S vn bn
QT 01TTIV-2013
QT 02-TTIV QT Qun l v trin khai chi ph sn

- 2013
xut kinh doanh
QT 03-TTIV
QT 04-TTIV QT giao dch n tip khch hng
Tn vn bn
QT Qun l v trin khai d n u t
QT trao i, tip nhn v x l lin

quan n h thng tin hc
Ln ban
hnh
n v lp
Ln 1
P. QLTXD
Ln 1
P.QLTXD
Ln 1
P.CNTT
Ln 2
i HTKH
1090
Tng s 04 QT
2. Nhim v ca nhn vin:
Hng mi hot ng ca mnh theo CSCL v MTCL
Thc hin ng tt c cc yu cu ca quy trnh v hng dn cng vic
xut ci tin nu c th
Thng 9 nm 2013
38
Chng 6: NG DNG CNG NGH THNG TIN

A. Mc ch, yu cu
Mc ch ch yu trnh by cc ng dng CNTT trong kinh doanh nhm:
-
Gip cho nhn vin MobiFone hiu bit tng quan v cc h thng chng trnh
phn mm h tr SXKD ca Trung Tm v ca Cng Ty.
Nm c cc quy nh, nguyn tc an ton d liu, bo mt thng tin kinh doanh.
Cc quy tc ng x v x l cng vic ni b v giao tip trong cc vn lin

quan n s dng cc h thng phn mm.
B. Ni dung
Bao gm cc ni dung chnh:
-
Cc nguyn tc an ton CSDL, bo mt thng tin.
H thng trang ch Trung Tm IV: cha tt c cc chng trnh s dng chung,

cc chng trnh h tr kinh doanh, tr li khch hng v cc chng trnh h tr
khc.
I. Quy nh qun l d liu trn mng tin hc

Cc d liu bao gm:
-
D liu mng li bao gm s mng, nh tuyn, lu lng...
Cc s liu kinh doanh, bo co
Cc vn bn lu chuyn ni b.
Chin lc, k hoch kinh doanh.
Thng bo ni b.
Tt c cc d liu ny phi c s cho php ca Gim c Trung Tm khi lu

chuyn.
II. Cc nguyn tc an ton d liu
-
Tun th cc quy nh, cc quy trnh v an ton h thng mng tin hc.
Tun th quy nh v qun l d liu.
Qun l user v mt khu c cung cp, tuyt i khng cung cp, cho ngi
khc mn user ca mnh.
Hn ch vic cho mn my tnh c nhn.
Hn ch truy cp ra ngoi internet, xa cc mail l, khng truy cp vo ng link

l.
Cp nht chng trnh chng virus trn my.
Khng ci t thm cc chng trnh khng bn quyn khi cha c cho php t
P.CNTT.
III. H thng trang ch ca Trung tm

-
a ch: http://10.151.120.80/
Thng 9 nm 2013
39
H thng trang ch cha tt c cc ng link kt ni n cc h thng phc v

sn xut kinh doanh cng nh cc hot ng khc ti Trung tm. C th: cc
chng trnh phc v sn xut kinh doanh, tr li khch hng, qun l mng li,
cc cng tc thanh ton v cng tc hnh chnh
Bn cnh l lch trc ca cc n v h tr bao gm: i 1090, cc i Vin thng,

P.CNTT ti tng thi im trong ngy.
i tng s dng: Ton th nhn vin MobiFone
IV.Cc trang s dng chung

-
T ng ha vn phng: chng trnh h tr qun l vn bn i n ti trung

tm. Cc nhn vin s c user ng nhp c v thc hin cng vic c phn
cng trn tng vn bn c chuyn.
a ch: http://10.151.120.40/eDocman/
H thng email ni b: tentk@vms.com.vn, mi nhn vin khi vo VMS s c

cp ti khon email. a ch ng nhp: http://mail.vms.com.vn
Trang thng tin ni b: http://www.portal.vms.com.vn/ cung cp v trao i

thng tin trn ton cng ty.
Trang thng tin khch hng: http://www.mobifone.com.vn/web/vn/
Trang gii thiu dch v 3G: http://www.mobifone3g.com.vn/
V. Cc chng trnh phc v kinh doanh v k ton

-
H thng tnh cc v QLKH tp trung:

a ch: http://qlkh.vms.com.vn/
Cha tt c cc chng trnh phc v cho cng tc qun l khch hng nh:
H thng chm sc khch hng - bao gm: u ni thu bao, qun l thu
bao, cc tin ch h tr chm sc khch hng v h thng cc bo co lin quan
n thu bao;
H thng thanh ton cc ph - qun l thanh ton cc s dng ca thu
bao tr sau;
Thng 9 nm 2013
40
Qun l h s thu bao - qun l cng tc kim tra, r sot h s khch

hng, bo co kp thi cc trng hp h s b thiu, khng hp l. Km theo
l cng tc scan h s lu vo h thng phc v cng tc kim tra tnh hp l
ca h s khi khch hng n giao dch.
H thng tra cu - h tr cc n v v i 1090 trong qu trnh tra cu
thng tin gii quyt cc thc mc, khiu ni ca khch hng.
Bn cnh Trung tm cn trin khai thm 01 s chng trnh qun l thu
bao: chng trnh nhn tin chm sc khch hng, hoa hng thu cc, chng
trnh bo co tnh hnh s dng cc dch v GTGT, cc chng trnh KM cho thu
bao
-
Chng trnh qun l khch hng doanh nghip:

Qun l cng tc pht trin v duy tr thu bao ca khch hng l doanh nghip v
hnh chnh s nghip.
a ch: http://10.151.120.83:8055/QLKH_CSKH/login.jsp
Chng trnh qun l b ha mng:

Qun l thng tin v cc b ha mng M0, Zone+, Q_Student, MobiGold, bo co
tnh trng s dng ca cc loi thu bao ny nh: doanh thu, cp nht VLR, tnh
trng hot ng...
a ch: http://10.151.120.83:8047/bhm/login.jsp
H thng bn hng tp trung:

Qun l cng tc bn hng v cc chnh sch hoa hng, chit khu cho cc i l
thuc trung tm.
a ch: http://10.3.1.51:2008/index.htm
H thng Qun l MobiEZ:

Qun l cng tc bn hng v chuyn tin bng sim MobiEZ. Bao gm 02 chng
trnh: Web tool qun l i l MobiEZ v bn hng chuyn tin t trung tm
n cc i l; Web portal: tin ch gip cc n v chuyn tin nhanh bng web
cho sim sub v sim tr trc.
a ch: Web tool: http://10.151.248.48:6624/perl/appadm_umarket_vn.pl
Web portal: http://10.151.248.48:6624/umarket/cgi-bin/distributor.cgi
Chng trnh QL i l - im bn l:
H thng h tr cc n v qun l thng tin v knh phn phi: cc i l v im
bn l v cc bo co lin quan n cc chnh sch khuyn khch im bn l pht
trin thu bao tr trc, v cc bo co bn hng ca cc i l chuyn.
Cng c gim st lch trnh chm sc im bn l ca nhn vin thng qua sms v
log tng i nh k da trn s thu bao.
a ch: http://10.151.120.74:8080/qldbl/login.dbl
Chng trnh tra cu kho s:

a ch:http://10.151.120.83:8005/TCKS/login.jsp
Chng trnh h tr ra quyt nh:

Thng 9 nm 2013
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Chng trnh phc v cng tc giao ch tiu SXKD, theo di cng tc thc hin
hon thnh cc ch tiu, h tr kp thi cc bo co cho cng tc ra quyt nh.
a ch: http://10.151.120.76:8080/bcslkd/app/authentication/login
-
Bo co s liu tuyn huyn:

a ch: http://10.151.120.83:8057/busreport/login.jsp
Qun l Phn phi MobiEZ:

a ch: http://10.151.120.83:8037/apple/login.jsp
VI. Cc chng trnh phc v k thut

-
Bo co cht lng mng li ca Cng ty:

a ch: http://10.151.9.185/reports/summary.do
Bo co cht lng mng li ca trung tm:

a ch: http://10.151.120.226/bcclml/Pages/login.aspx
Bo co t l lu lng thuc qun l ca Trung tm Tnh cc v Thanh

khon:
a ch: http://10.151.3.76:8888/login.jsp
Chng trnh Gim st cnh bo trm online:

a ch: http://10.151.120.73:8003/btsmap/login.jsp
Cc chng trnh h tr vn hnh, khai thc:

-
Chng trnh Imanager M2000: vn hnh, gim st h thng tng i

Huawei.
Chng trnh Citrix OSS v Winfiol: Vn hnh, gim st h thng tng i

Ericsson
Chng trnh qun l ti sn.
VII. Cc chng trnh phc v tr li khch hng v h tr khc

-
H thng h tr tr li khch hng: Ngoi cc h thng chng trnh nu trn.

Cn c mt s h thng khc gip tr li nhanh cho khch hng nh: Tra cu lch
s IN, Interchange, Tra cu cc dch v GTGT (Funring, MCA, SMPP), FastPay,
Kt ni di lu
Chng trnh Feedback:

Chng trnh phi hp x l gia cc n v gii p cc thc mc ca khch
hng s dng cc dch v ca MobiFone.
a ch: http://qlkh.vms.com.vn/fb_gqkn/web/guest
Cm nang h tr khch hng:

Chng trnh h tr cho cc TV, giao dch vin nm bt thng tin lin quan n
dch v ca MobiFone: cc chnh sch khuyn mi, cc dch v GTGT.. c c
s tr li thng tin cho khch hng.
a ch: http://1090.vms.com.vn/1090/home/
H thng Nhn s - Lao ng - Tin lng:

Thng 9 nm 2013
42
Chng trnh Qun l nhn s ti trung tm, thc hin chm cng tnh lng cho
cc nhn vin ca Trung tm.
a ch: http://10.151.120.83:8025/vms4_hrm/login
-
Ngoi ra cn c cc chng trnh khc nh:

Danh b in thoi: tm kim thng tin in thoi ca nhn vin trung tm
Lu : s dng cc chng trnh phn mm, cc nhn vin u phi ng k v k

cam kt s dng.
VIII. Khi cn h tr
1. Tm cc ti liu hng dn s dng lin quan n cc phn mm, t trang ch
trung tm IV vo:
Downloads / Ti liu HDSD cc phn mm
2. Khi cn h tr x l cc s c: Theo lch trc v nhn vin trc trn trang ch
hoc cp nht li ln cc trang h tr xy dng:
-
Chng trnh Tip nhn x l thng tin:

a ch: http://10.151.120.83:8004/login.jsp
H thng bo co s c ca Cng ty:

a ch: http://10.151.6.79/
Thng 9 nm 2013
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IX. M hnh p dng CNTT vo qu trnh sn xut kinh doanh:

Xy
Xy dng
dng
(1)
(1)
TO
SN
PHM
Pht
Pht sng
sng
(2)
(2)
BN
HNG
Xy
Xy dng
dng h
h
thng
thng bn
bn l
l
(5)
(5)
Chn
Chn s
s cho
cho
khch
khch hng
hng
(6)
(6)
CHM
SC
Xy dng
mng
li k
thut
Xy dng
chnh sch kinh
doanh
(4)
Bo
Bo tr
tr bo
bo dng
dng
(3)
(3)
Ha
Ha mng
mng
thu
thu bao
bao
(7)
(7)
Xut
Xut ha
ha n,
n,
vt
t,
vt t, hng
hng ha
ha
(8)
(8)
H thng bn
hng
Tr
Tr li,
li, gii
gii
quyt
quyt khiu
khiu ni
ni
(12)
(12)
Qun
Qun l
l h
h
s
s thu
thu bao
bao
(9)
(9)
KHCH
HNG
Nhn
Nhn tin
tin chng
chng trnh
trnh
khuyn
khuyn mi,
mi, thng
thng bo
bo
cc,
cc, CMSN
CMSN
(13)
(13)
Qun l, chm
sc khch hng
sau bn hng
In
In -- thu
thu cc
cc
(10)
(10)
Thay
Thay i
i dch
dch
v,
v, thay
thay sim,
sim,
bo
bo hnh
hnh
(11)
(11)
Thng 9 nm 2013
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Cng tc
(1) Xy dng mng
li
(2) Pht sng
(3) Bo tr bo
dng
(4) Xy dng chnh
sch kinh
doanh
(5) Xy dng h
thng bn l
(6) Chn s cho
khch hng
(7) Ha mng thu
bao
(8) Xut ha n,
vt t, hng ha
Cc phn mm h tr
- Chng trnh qun l
hp ng.
- Chng trnh bo co
cht lng mng li
- Chng trnh qun l
ti sn.
- Chng trnh h tr ra
quyt nh
- Chng trnh bo co
s liu tuyn huyn.
- Chng trnh bo co
t l lu lng.
- H thng qun l i l
im bn l.
- H thng bn hng tp
trung.
- Tra cu kho s.
-
(9) Qun l h s
thu bao
(10)
In thu cc
(11) Thay i dch

v, thay sim,
bo hnh
(12) Tr li, gii

quyt khiu
ni
(13) Nhn tin

khuyn mi,
thng bo
cc, chc
1.
2.
3.
-
Phn mm h tr chung
Trao i thng tin:
T ng ha vn phng.
H thng email ni b.
Trang thng tin ni b.
Danh b in thoi.
H tr hnh chnh, chi ph
v thanh ton:
H thng Nhn s - Lao
ng - Tin lng.
Qun l bp n.
X l s c:
Chng trnh tip nhn x
l thng tin.
Chng trnh bo co s c
ca Cng ty.
Chng trnh chm sc

khch hng (u ni)
H thng bn hng tp
trung.
H thng MobiEZ.
Chng trnh phn phi
MobiEZ.
H thng Tnh cc v
Qun l khch hng:
Chng trnh Qun l
h s.
Chng trnh Thanh
ton cc ph.
Chng trnh tra cu
d liu khch hng
Chng trnh Chm sc
khch hng.
Chng trnh tra cu
d liu khch hng
H thng cc chng
trnh tra cu dch v
GTGT
Chng trnh
Feedback.
Cm nang h tr khch
hng.
Chng trnh nhn tin
chm sc khch hng
Thng 9 nm 2013
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Cng tc
mng sinh
nht
Cc phn mm h tr
Thng 9 nm 2013
Phn mm h tr chung
46
Chng 7: TM NHN, S MNH, GI TR CT LI V CC

CHUN MC VN HA V 8 CAM KT CA MOBIFONE
A. Mc ch yu cu:
- Gip hc vin c c suy ngh, quan im ng n trc khi nhn yu cu cng
vic.
- Gip hc vin hiu, nm vng v sm ha nhp vi vn ha v cam kt phc v
khch hng ca MobiFone.
B.Ni dung:
I. Yu t thnh cng.
1. c th thnh cng trong cuc sng v c bit l trong cng vic cn rt nhiu yu
t. Mt trong nhng yu t l:
-
May mn, quan h, sc khe, ti chnh, quyn lc.
2. c th thnh cng ti VMS chng ti cn cc bn lu mt s im ngoi nhng

im thng thng trn.
a. Kin thc
Nhng kin thc c th thnh cng cng MobiFone chng ti mong mun l:
o Kin thc v cng ty, h thng.
o Kin thc v sn phm, dch v.
o Kin thc v nghip v.
o Kin thc v th trng.
o Kin thc v khch hng.
o Kin thc v i th cnh tranh.
b. Thi
Nhng thi bn c th thnh cng cng MobiFone chng ti mong mun l
thi tch cc:
o i vi cng ty.
o i vi khch hng bn ngoi cng nh ni b.
o i vi v tr - cng vic.
o i vi nhng kh khn tr ngi trong cng vic.
o i vi yu cu cng vic v mong mun ca qun l trc tip ca bn.
c. K nng
Nhng k nng khng th thiu trong cng vic.
o K nng qun l thi gian v cng vic.
Thng 9 nm 2013
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o K nng lm vic ng i.
o K nng phn tch nh gi yu cu cng vic.
o K nng gii quyt kh khn.
o K nng giao tip, truyn t thng tin.
o K nng lm vic nhm.
o K nng tin hc.
o K nng qun tr sc p.
o K nng qun tr thi gian
d. Thi quen.
c th thnh cng khng th thiu nhng thi quen tt.
o Lm vic theo t chc v h thng
o Tun th cc nguyn tc v chun mc cng ty xy dng
o Xc nh tiu ch, tiu chun v xc nh kt qu trong cng vic.
o T chc sp xp cng vic v thi gian.
II. Tm nhn
Tr thnh i tc mnh v tin cy nht ca cc bn hu quan trong lnh vc

vin thng Vit Nam v Quc t
III. S mnh:
Mi cng ngh vin thng tin tin nht s c ng dng v nhu cu ca

khch hng.
Lc no cng sng to mang ti nhng dch v gi tr gia tng mi cho

khch hng.
Mi thng tin u c chia s mt cch minh bch nht.

Ni gi gm v chia s tin cy nht li ch ca cn b cng nhn vin, khch
hng, c ng v cng ng.
IV. Gi tr ct li ca MobiFone
(1) Minh bch

S minh bch c th hin t nhn thc ti hnh ng ca tng c th trong ton
Cng ty. Qun tr minh bch, hp tc minh bch, trch nhim minh bch v quyn li
minh bch.
(2) ng thun
cao s ng thun v gn b trong mt mi trng lm vic thn thin, chia s
pht trin mobifone tr thnh i tc mnh v tin cy nht ca cc bn hu quan trong
lnh vc vin thng Vit Nam.
(3) Uy tn
Thng 9 nm 2013
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T ho v s vt tri ca mt thng hiu hng u trong lnh vc thng tin di

ng Vit Nam. Khch hng lun c quan tm phc v v c nhiu s la chn. S
gn gi cng vi bn lnh to nn s khc bit gip mobifone c mt v tr c bit trong
lng khch hng.
(4) Sng to
Chng ti khng hi lng vi nhng g ang c m lun m c vn ln, hc tp,
sng to, v i mi tha mn ngy cng tt hn nhng nhu cu ngy cng cao v lin
tc thay i ca th trng.
(5) Trch nhim
S pht trin gn vi trch nhim x hi l truyn thng ca mobifone. Chng ti
cam kt cung cp cho x hi nhng sn phm v dch v thng tin di ng u vit, chia s
v gnh vc nhng trch nhim vi x hi v mt tng lai bn vng.
V. Cc chun mc vn
ha MobiFone.
Dch v cht lng cao
Lch s v vui v
Minh bch v hp tc
Nhanh chng v chnh xc
Tn ty v sng to
VI. Tm (08) cam kt ca MobiFone
1. 8 Cam kt:
Cam kt 1
n tip mi khch hng vi li cho, c ch, n ci, nh mt thn thin. Nu c
th, gi tn khch hng;
Cam kt 2
Lng nghe v phc v khch hng vi thi tn trng;
Cam kt 3
C gng tm hiu v d on nhu cu ca khch hng nhm p ng hn nhng
mong i ca khch hng;
Cam kt 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;
Cam kt 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 hon chnh cc yu cu cho n khi
khch hng hi lng;
Cam kt 6
Gi li ha v trung thc;
Thng 9 nm 2013
49
Cam kt 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;
Cam kt 8
Cm n khch hng v khuyn khch khch hng ng gp kin v vic cung cp
dch v MobiFone.
2. Hng dn 8 cam kt
Cam kt 1: Cho hi n tip khch hng
n tip khch hng
Gi tn khch hng nu c th
Ci thn thin vi khch hng
S dng hnh vi ngn ng ph hp
Xy dng quan h vi khch hng MobiFone:

Th hin s ng cm vi khch hng th no?
-
Khch hng:
Bn s:
Vui v
Thn thin
T nhin
T nhin
Gin gi
Quan tm
Bc xc
Khn trng gip
Bc tc
Cm thng vi khch hng
Thi tch cc l cha kho ca s thnh cng.
Gi c thi tch cc bn s suy ngh, lng nghe, ni chuyn v hnh x mt

cch tch cc.
Tiu ch nh gi:
Mc ti ci vui v ca nhn vin giao tip khch hng
Nhn vin tm ngng cng vic n tip khch hng
Th hin s sn lng gip khch hng
Cam kt 2: Lng nghe tn trng khch hng

K nng lng nghe
Lng nghe th hin s tn trng
Lng nghe gip xy dng mi quan h
Lng nghe lm tng kin thc
Lng nghe l cch tt nht gip mi ngi hiu nhau.
Lng nghe ton b ni dung
Lng nghe, quan st cc du hiu
Thng 9 nm 2013
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Tp trung lng nghe
Lng nghe gip bn trnh nhng nh gi vi vng
Lng nghe gip bn gi thi khch quan
Phc v khch hng vi thi tn trng
Ti sao khch hng mong c phc v vi thi tn trng.
Th hin thi tn trng vi khch hng nh th no?
Tiu ch nh gi:
Mc tp trung lng nghe khch hng trnh by ca nhn vin.
Ngt li khch hng
i khch hng trnh by xong mi tr li
T thi k c chm bim
S dng vui lng v cm n
Cam kt 3: Tm hiu v p ng nhu cu khch hng

K nng t cu hi
Cu hi thm d m
Cu hi tm kim d liu
Cu hi phn nh
Chia nh tng vn
Cu hi tm tt
Gi thi khch quan
Hy thng xuyn t nh gi cht lng phc v khch hng ca Anh/ ch
Hin Anh/ ch ang lm g?
Anh/ Ch c th lm tt hn iu g?
Anh/ Ch s lm tt hn iu g?
Lun lun ci thin cht lng phc v khch hng
Tiu ch nh gi
Tm hiu nhu cu ca khch hng
Nhanh chng xc nhn, tm hiu yu cu ca khch hng
T thi quan tm n yu cu ca khch hng
Cam kt 4: Cung cp thng tin nhanh chng chnh xc

Chnh xc: Lm th no bn c c thng tin chnh xc v cc sn phm ca
MobiFone
Nhanh chng: Nhng li ch khi cung cp thng tin nhanh chng cho khch hng
Hy lit k nhng tng lm gim s chm tr hay cung cp cu tr li nhanh hn cho
KH
Thng 9 nm 2013
51
Tiu ch nh gi
Nhn vin hiu ng yu cu ca khch hng
Mc nhanh chng cung cp thng tin cho khch hng
Mc chnh xc ca thng tin cung cp cho khch hng
Li ni r rng rnh mch
Cam kt 5: Th hin tinh thn trch nhim vi khch hng

X l cc phn nn ca khch hng:
Ti sao khch hng khng vui?
Khng gi li ha v khng p ng c mong i ca khch hng
C hnh vi th l
T thi th . Rt tic y l quy nh ca chng ti
Khng lng nghe
Cch x l cc khiu ni ca khch hng
Lng nghe
Biu l ng cm
t cu hi
a gii php v hnh ng
Thc hin v theo di
Lm th no x l khiu ni ca khch hng ang gin d:

Phng php x l 10 bc:
Cho khch hng bit bn hiu.
Lng nghe ton b li khiu ni ca khch hng
t cu hi hiu vn ca khch hng tt hn
Tm hiu cch x l theo khch hng mong mun
ng hon ton vi khch hng nu c th.
Chng t bn l ngi i din ca MobiFone bng cch cho khch hng bit bn
s t x l khiu ni ca khch hng.
ng trch nhim cho ngi khc.
Tm hiu, trnh by v t c s tho thun ca khch hng v cch x l khiu

ni. Cho php khch hng la chn nhiu cch x l nu c th v xc nhn vi
khch hng
Theo di xem vn ca khch hng c x l xong cha?
Tiu ch nh gi
Th hin qua li ni s quan tm v sn lng gip khch hng
N lc/c gng gii quyt vn khch hng yu cu.
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Thu thp thng tin truc khi quy li cho khch hng
Cam kt 6: Gi li ha v trung thc
Hy lm nhng g bn ha vi khch hng l bn s lm.
Hy lm khi bn ni bn s lm
Hy lm ng ngay t ln u tin
Nu bn khng thc hin ng li ha, hy cho khch hng bit cng sm

cng tt.
Tiu ch nh gi
Cc nhn vin c gi ng li ha vi khch hng hay khng?
Khi cha th gii quyt vn khch hng yu cu, cc nhn vin c a ra

cc gii php nh chuyn sang ngi khc gii quyt hay hn ln gp sau
khng?
Cam kt 7: Xin li khch hng khi h khng hi lng

Khi c vn xy ra bn s lm g?
Bn xin li khch hng nh th no?
Hy nh rng:
Li xin li khng phi l tt c
Khc phc vn mi l iu quan trng nht.
Tiu ch nh gi
Nhn vin xin li khch hng khi cha gii quyt c vn
Xin li theo cch li cho bn th ba
Thi tip nhn s phn nn/gp ca Nhn vin.
Th hin qua li ni s thng cm vi khch hng
Cam kt 8: Cm n khch hng v khuyn khch h ng gp

Ni Cm n
Ti sao phi ni cm n khch hng?
Khi no chng ta cm n khch hng?
Khch hng cm thy th no khi chng ta khng cm n h?
Khuyn khch khch hng gp
Phn hi: hy hi v bn s c gp
To ra bu khng kh khch hng cm thy thoi mi a ra kin hoc phn

nn
Tip thu v ghi nhn nhng phn nn v gp ca khch hng
Tiu ch nh gi
Vic tm tt/ nhc li gii php /cch gii quyt
Thng 9 nm 2013
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Tm hiu khch hng xem cn thc mc cu hi no na khng?
Khuyn khch khch hng phn hi gp
T thi quan tm n cuc gi ca khch hng
Cho tm bit.
Thng 9 nm 2013
54
PHN C THM
QU TRNH THIT LP CUC GI, TIN NHN V TI D LIU
1. Cuc gi gia hai thu bao ni mng
1) Khi thu bao A quay s v gi n thu bao B, s in thoi di ng ca thu bao

B c gi n MSC1 thng qua BTSBSC .
2) MSC1 phn tch s in thoi di ng ca thu bao B tm ra v tr ng k gc
trong HLR. Sau gi bn tin n HLR hi thng tin nh tuyn.
3) HLR truy xut d liu thng tin v tr VLR hin ti ca MS2 (c lu trong
HLR) v bit c thu bao MS2 ang cp nht ti MSC2/VLR2. Sau HLR
yu cu MSC2/VLR2 gi thng tin nh tuyn n MSC2/VLR2 (roaming
number).
4) MSC2/VLR2 tr v thng tin nh tuyn (tc s Roaming number MSRN) v cho
HLR.
5) HLR gi s MSRN n MSC1.
6) MSC1 setup cuc gi n MSC2 da vo s roaming number (MSRN)
7) MSC2/VLR2 gi bn tin paging n thu bao MS2.
8) MSC2/VLR2 nhn bn tin chp nhn cuc gi t MS2
9) Cuc gi c thit lp gia MSC1 v MSC2.
10)MSC1 gi bn tin kt ni thnh cng n MS1 v lc ny MS1 v MS2 c th
m thoi vi nhau.
2. Cuc gi ra mng ngoi (mng in thoi c nh hoc mng di ng khc)
Qu trnh thit lp cuc gi vn din ra ging nh thu bao di ng gi di ng tuy
nhin s c 01 s im khc bit sau:
Thng 9 nm 2013
55

-
Khi thu bao A gi cho thu bao B l thu bao c nh hoc thu bao di ng
ca mng khc qu trnh thit lp cuc gi Thu bao A BTS BSC MSC.
MSC sau khi kim tra thng tin v thu bao B n s nh tuyn cuc gi n cc
tng i (c nh/di ng) ca cc nh khai thc khc (m B l thu bao) c k
kt hp ng vi v kt ni vi MobiFone.
T tng i ca cc nh khai thc khc qu trnh thit lp cuc gi cng tng t

nh trn:
C nh: tng i c nh tng i v tinh thu bao B
Di ng: MSC ca mng khc BSC BTS thu bao B
Qu trnh thit lp cuc gi ca thu bao tr trc tng t nh cuc gi ca thu

bao tr sau. Thnh phn IN tham gia vo qu trnh gi ca thu bao tr trc s cho
php/cm thu bao tr trc thc hin cuc gi da trn thng tin v ti khon v
thi gian s dng m IN ang qun l.
3. Thit lp ng i ca tin nhn
Dch v tin nhn ngn SMS l dch v cho php cc thu bao di ng MobiFone gi
cc bn tin dng text, hnh nh en trng, nhc chung n m cho cc thu bao
khc.
Thng 9 nm 2013
56
HLR
4
MSC/
VLR
MS
5
1
MSC/
VLR
SMSC
Thu bao
nhn
BSS
MS
IN
Gi tin nhn
1) Thit b di ng kt ni vo mng. Nu kt ni ang c sn, qu trnh ny c b
qua.
2) Sau khi hon tt thnh cng qu trnh xc thc, ni dung thng ip s c
chuyn n Trung tm dch v Tin nhn (SMSCShort Message Service cen ter).
Nhn tin nhn
1) Ngi dng gi tin nhn n SMS-C.
2) SMS-C gi tin nhn n SMS-GMSC.
3) SMS-GMSC truy vn HLR v thng tin nh tuyn.
4) HLR p ng truy vn.
5) SMS-GMSC chuyn thng ip li cho MSC/VLR ch nh.
6) Tin hnh nhn tin tm kim v kt ni thit b vo mng.
7) Nu xc thc thnh cng, MSC/VLR s pht tin nhn n thit b.
8) Nu truyn nhn tin nhn thnh cng, MSC/VLR s gi bo co v SMS-C;
Ngc li, MSC/VLR s thng bo cho HLR v gi bo co li v SMS-C.
4. Download/Upload d liu GPRS (General Packet Radio Services)
Qu trnh download d liu
Qu trnh upload d liu
Thng 9 nm 2013
57
Thng 9 nm 2013
58
BNG TNG HP DCH V

Tn dch v
Gii thiu
S tng
i
Mobile
Internet
- L cc gi cc data dnh cho cc thu bao c Thoi thng

thng ng k s dng Data
- s dng c truy cp Mobile Internet, khch hng cn
thc hin 2 bc ng k v Ci t. Chi tit xem ti:
http://1090.vms.com.vn/1090/home/news.jsp?
folder_id=765&news_id=6218
999
Fast connect
L cc gi cc data dnh cho thu bao Fast connect

iu kin s dng: 01 thit b kt ni thng qua cng USB
do MobiFone cung cp + 01 th SIM (c ng k DV GPRS)
+ my tnh s dng.
999
BlackBerry
L cc gi cc data dnh cho cc KH s dng in thoi

ca hng BlackBerry. Cc dch v c bn ca BlackBerry
bao gm: Push Email, Mng x hi, Kho ng dng, BBM
(BlackBery Messenger), Browser, Instant message
- Gi c nhn: son tin nhn: DK_m gi cc gi 999
(200/sms). Hoc ng k ti cc ca hng giao dch ca
MobiFone.
- Gi doanh nghip: ng k ti cc ca hng giao dch ca
MobiFone hoc i bn hng trc tip.
999
Nokia chat v
push mail
L cc gi cc data u i dnh cho mt s loi in thoi

Nokia
999
M2U/M2D
Chuyn tin t ti khon chnh gia cc thu bao tr trc

- K Mt khu: *117*MT KHU*MT KHU# OK
- i MK: *118* MT KHU C*MK MI*MK MI#
OK
- Chuyn tin: *119*ST NHN*S TIN*MK# OK
- Chuyn tin sang ngy: *121*MT_KHU# OK v lm
theo hng dn.
*119*
*121*
Call Barring
Chn hoc ch nhn cuc gi n t mt hay nhiu thu bao

trong danh sch ng k
Hng dn s dng:
- Qua SMS: DK CB gi 999
- Bt tnh nng WL: BAT_WL gi 999
- Bt tnh nng BL: BAT_BL gi 999
- Thm s in thoi:
THEM_BL_T1,T2,
THEM_WL_T1,T2,
999
MCA
TT
Nhm dch v
2
Cc gi cc
data
Tin ch
Tra cu thng tin cc cuc gi nh bng tin nhn SMS hoc

bng web portal
Son DK gi 9232
Thng 9 nm 2013
9232
59
ng tin
10
Fone backup
11
mFinder
Gip TB ht tin trong ti khon c tm ng tin s

dng
Hng dn s dng:
+ KH son tin UT gi 900 (min ph)
+ S tin c ng: 3.000 ng/ ln, cng vo TK KM3
Sao lu, ng b danh b, lch lm vic c lu trn in
thoi
Dch v gim st v tr thu bao cho khch hng doanh
nghip
Chuyn vng
quc t
Gip KH vn gi c lin lc khi ang nc ngoi

- Tt my m li khi ti ni CVQT.
- Khi gi v VN hoc n nc th 3: Bm du + + M
nc + m mng/m vng + ST c nh/di ng
- KH c nhu cu s dng data nn K 1 trong cc gi sau
(khng gii hn dung lng)
U1: 249.000/ 1 ngy
U3: 699.000/ 3 ngy
U7: 1.599.000/ 7 ngy
13
Chuyn vng
n Vit Nam
Thu bao nc ngoi n Vit Nam c th s dng dch v

ny gi lin lc
14
Chuyn vng
vi VinaPhone
Cho php cc thu bao MobiFone c th gi lin lc khi s

dng mng VinaPhone
12
Chuyn vng
15
Dch v
trn nn
thoi
Thoi Voice call
900
994
9034
999
Hng dn cch gi v hng x l khi khng thc hin

c cuc gi
Gi hi
ngh
Dch v cho php thit lp cuc gi ti nhiu TB, ti a 52

TB (cng mng, khc mng, c nh, s Quc t) ti cng 1
thi im
Thoi c
hnh
Gi km nhn thy hnh nh ca nhau trong khi m thoi

thng qua camera
Cch s dng: Phng thc la chn cuc gi Video Call c
th khc nhau ty thuc vo tng lai my in thai ca cc
nh sn xut khc nhau.
- Thu bao thc hin cuc gi: Nhp/chn s in thai cn
gi >> chn Option/Chn Call/ Chn Video call.
- Thu bao nhn cuc gi: Trn mn hnh my B hin Allow
video image to be sent to caller (C ng gi hnh nh cho
TB A hay khng?) >>
- Nu KH B ng gi hnh nh th bm Yes hoc OK.
- Nu KH khng ng th bm No hoc Khng.
Lu : Khi gi video call, my s t ng bt ch loa
ngoi.
999
18
mStatus
Hin th thng ip trn mn hnh T khi gi hay nhn cuc

gi
Cch K: son DK_tn gi cc gi 9226
Son ni dung: NDC_ni dung gi 9226
9226
19
Gi VSAT
16
17
20
Gi
Km
nhc
Funring
Gi n cc TB thuc cc trm thng tin v tinh mt t c

nh
Thay th tnh hiu ch my thnh cc bi ht, nhc
Son DK gi 9224
Son DK gi 9282
Thng 9 nm 2013
0992xxxx
xx
9224
60
21
22
Quc
t
23
24
Dch v
trn nn
thoi
25
Quc
t
26
27
28
29
Ci t
dch v
thoi
Music talk
Pht nhng giai iu, bi ht a thch trong khi ang m

thoi
S tt: 9255/ Prefix 9301
ng k: Son DK gi 9255
S dng nhc nn: Bm 9301+ ST cn gi
9255
Media call
Thay th kiu chung quen thuc bng nhng ni dung a

phng tin ca Media call
Hng dn ng k v ci t dch v:
- Son tin nhn: DL gi 9246
- H thng tr v tin nhn cha ng dn "Nhan vai duong
link duoi de tai va cai dat MediaCall
http://mediacall.mobifone.com.vn:8040/mc.jsp"
- Truy cp vo ng dn ti v ci t ng dng.
9246
Gi i quc t n nhiu quc gia v vng lnh th vi mc

cc r
9252
Gip KH gi c tt c cc Quc gia trn th gii
171 /
1717 /
177
Gi QT
gi r Global
saving
Gi QT
qua IDD
v VoIP
Gi v
tinh
Inmarsat
Gi v
tng i
nc mnh
Min cc
QT ngi
gi - ITFS
Giu s
T chn
tt c cuc
gi
Gi cc thu bao v tinh
870
Home Country Direct: S dng th gi v tng i nc

mnh
120
Min ph khi gi n cc tng i bt u bng 120
120
Gip KH giu s khi thc hin cuc gi

Bm #31# trc s in thai cn gi.
Chn cuc gi trong nc, QT, SMS
- Chn tt c cc cuc gi i: *33* mt m # OK
- Chn gi i quc t: *331* mt m # OK
- Chn cc cuc gi i quc t - tr gi v nc - khi
roaming quc t: *332* mt m # OK
- Chn tt c cc cuc gi n: *35* mt m # OK - Chn tt
c cuc gi n khi ang roaming quc t: *351* mt m #
OK
- Hy lnh chn: # 330* mt m # OK
- Thay i mt m chn cuc gi: **03*330*mt m c*mt
m mi*mt
Thng 9 nm 2013
#31#
61
30
31
32
33
Cc loi
tin nhn
SMS
Gi ch
cuc gi
Cng 1 lc KH c th gi hay nhn cuc gi t 2 thu bao

Khng cn kch hat dch v.
s dng, khch hng phi kch hat dch v
- Ci t dch v:
*43*11# OK
- Hy dch v:
#43*11# OK
- Kim tra xem trng thi dch v:
*#43# OK
(Hoc cng c th ci t bng cch vo menu my)
Chuyn
hng
cuc gi
Chuyn cc cuc gi nhn c qua my khc

- Chuyn tt c: **21*ST# OK
- Chuyn khi my bn: **67*ST# OK
- Chuyn khi khng tr li: **61*ST# OK
- Chuyn khi tt my ngoi vng ph sng: **62*ST# OK
- Hy tt c: ##002# OK
SMS trong
nc
SMS quc
t
Hng dn ci t s trung tm nhn tin v cch nhn SMS

S dng SMS gi tin cho cc s QT
34
Color
SMS
Ch gi SMS thng thng, ngi nhn s nhn c tin

nhn km cc k t trang tr, icon, hnh nh
Son DK_CS30 gi 9286
- Nhn tin di dng SMS: Son SMS bt u bng du +
vit lin vi k t u ca tin nhn
- Nhn tin di dng MMS: Son SMS bt u bng du *
vit lin vi k t u tin ca tin nhn
35
Voice
SMS
Gi tin nhn bng ging ni

Bm gi 9302+S TD ngi nhn
HOC Gi 9302, bm s 1 v lm theo HD
9302
Gi SMS cho 5 thu bao cng 1 lc

CRE_tn nhm
ADD_ST_tn nhm
TO_tn nhm_ni dung
Gi 918
918
36
MobiList
37
Call Me
38
Hp th
thoi
Gi USSD ngh gi li
*105*ST# ri OK
L hp th tr li t ng, gip khch hng tr li t ng v
ghi m cc cuc gi n
S tt: 980
Chuyn tip vo HTT:
- Tt c cuc gi:
**21*980#OK
- Khng tr li:
**61*980# OK
- Tt my: **62*980# OK
- My bn: **67*980# OK
Thng 9 nm 2013
9286
*105*
980, 981,
982
62

39
Tin a
phng
tin MMS
40
Video
SMS
Gi video call n 9305 c th gi cc tin nhn km ging

ni, video clip
ng k gi cc: DK_Tn gi cc gi 9305
9305
USSD
Hng dn s dng cc lnh USSD v cu trc lnh USSD

*090#
Np tin: *100*M s th co#
Kim tra TK TB tr trc: *101#
Kim tra TK TB tr sau: *112#
*090#
41
USSD
43
Nhn tin
email
EasyMail
44
FastMail
42
Email
45
46
47
48
Email
49
50
Cc loi
tin nhn
51
Nhm
cc
tng
i
52
53
54
55
Thng tin
gii tr
Qua
gi
Bizmail
Yahoo!
Mail &
Chat
Web mail
ng dng
mail trn
T - Mail
box
Hng
dn s
dng DV
qua SMS
Bo cc
qua email
SMS
qung co
- KM CSKH
Cng
thng tin
nhn o
Quc gia
Tng i
MobiFone
1090
Gi tin nhn km m thanh, hnh nh
Gi tin nhn n a ch email bng SMS
995
Gi tin nhn n a ch email bng SMS hat MMS

L hnh thc "Push mail" ca MobiFone, khi nhn mail mi
s lp tc y v my ca KH v nhn tin bo
9215
9240
L dch v "Push mail" hp tc gia MobiFone vi nh cung

cp in thoi Nokia v nh cung cp gii php email
MicroSoft
Gi do do MobiFone v Yahoo hp tc cung cp vi gi
cc u i
S dng email bng trnh duyt ca in thoi
S dng phn mm e-mail trn in thoi nhn v gi
mail
KH gi sms n 994 nhn cc hng dn s dng DV
bng SMS: son "TN DCH V" gi 994
994
Nhn thng bo cc v bng chi tit cc bng Email

DK_Email gi 9245
9245
ng k/ nhn hay t chi nhn tin qung co

- ng k: son DK gi 9241
- T chi: son TC gi 9241
9241
L cng nhn tin t thin cp Quc gia
140x
Tng i h tr cc thu bao thuc mng MobiFone
Tng i
Tng i cung cp thng tin c bn ca i sng
9080
Tng i Tng i h tr cc thu bao thuc mng VinaPhone v
VinaPhone Viettel
- Viettel
Thng 9 nm 2013
9090,
9393
18001090
, 144
9080
63

Tng i
1800 1900
Tng i
106x
-108x
56
57
1800: dch v min cc cho ngi gi

1900: cung cp cc thng tin gii p hoc gii tr v thng
mi
1800...,
1900
Dch v gii p, t vn thng tin kinh t, x hi, nin gim,

taxi... ca VNPT v Viettel
106x,
108x
58
Voice link
L dch v ca tng i 108/1080 vi cc ni dung c ghi

m sn v cung cp thng tin cho cc cuc gi vo
8011xx
59
Qu tng
tri tim
Gip KH gi tng bi ht, bi th, km li chc ghi m

bng ging ni ca KH n TB c nh, di ng trn ton
quc
4.80114
Tng i
Bao gm cc s tng i khn cp, cc tng i s tt v
khn cp cch gi
S tt khc
Nghe hoc xem "Thng tin tng hp" v: tnh yu, cm xc,
mRadio
m nhc, in nh, sch, sc kho, lm p, m thc, thnh
cng, gii tnh, chuyn l, vn mng
60
61
62
63
64
Qua tin
nhn
65
66
67
Thng tin
gii tr
Qua tin
nhn
Tng i
k diu
Cng
thng tin
Video
Thng tin
thi tit
Lch vn
nin
Customer
Selfcare
MobiFone
Info
113, 114,
115
1501
Gi vo IVR nghe "Thng tin tng hp": hong o, b

n v cc chm sao
1500
Gi Video Call n tng i 9306 nghe, xem "Thng tin

tng hp" v: in nh, th thao, thng tin chung v x hi
9306
Nhn thng tin thi tit qua sms hon ton min ph
995
Tra cu ngy m lch, dng lch nhanh chng bng tin nhn
921
Tra cu cc thng tin ca thu bao bng SMS hay USSD
901
Tra cu "Thng tin tng hp" v: khuyn mi, gi c th

trng, thi tit, gii tr
*123#
68
Super sim
Cung cp "Thng tin tng hp" bng cch tra cu trn sim
hoc gi sms
9222
69
Live Info
Cung cp "Thng tin tng hp" bng SMS hoc ch ng

nhn cc tin flash ca dch v
9220
70
mPlus
ng k mt ln v h thng s gi ni dung trong sut thi

hn s dng dch v, dch v cung cp "Thng tin tng hp"
9209
Cung cp nhc chung a m sc, nn mn hnh mu, mn

hnh ch
995
71
72
73
74
MobiFune
Live
Cc CP
(4x, 6x,
8x, 9x,
USSD)
Cc CP
qua 9242
Dch v
Violet
Dch v ca cc CP cung cp thng tin tin tc, kt qu x s,

ti hnh nn, nhc chung, ti bi ht, hoc cc ng dng,
phn mm
Cung cp ni dung (ti hnh nh, nhc, game, ng dng,...)
ca dch v Smart Media
Cung cp ni dung (Kt qu x s, bng , gi vng, t vi,
lch vn s, tnh yu, hnh nh, nhc, game, clip, truyn ci)
Thng 9 nm 2013
4x, 6x,
8x, 9x
9242
9001,
89xx,
79xx,
69xx
64

Xem truyn hnh trong nc, quc t, xem phim, video,
nhc, ht Karaoke, nghe k chuyn...
Mobile TV
ng k: son tin DK_MTV_Tn gi gi 999
Tng gi: son tin TANG_MTV_TN GI_ST gi 999
75
76
mFilm
77
mSport
78
mShop
Qua
Wab/
Web
Xem, ti hoc tng Phim trc tip trn my in thoi di

ng
Truy cp website: http://mfilm.vn
Tm kim Phim
Bm vo hnh nh hoc thng tin Phim
Bm Xem hoc Tng
Thng tin v th thao, cp nht cc tin tc, s kin, video
clip, hnh nh, game th thao, Live TV, cc Game Show th
thao
Truy cp vo website http://msport.com.vn
Siu th cung cp cc ni dung nh Game, video clip, nhc
chung, nhc ch, nhc fulltrack, hnh nh..
Tuy cp vo Website http://mshop.mobifone.com.vn
Xem, ti hoc tng cc video clip hay, th v c thu thp
t tt c cc trang chia s video
Hng dn s dng:
+ S dng qua SMS: DK <Tn gi dch v> gi 9022
+ S dng qua wap: KH truy cp vo trang
http://mobiclip.vn
Cung cp hng lot cc thng tin, gii tr, tin ch lin quan
ti m nhc cho KH
Tuy cp vo website http://Thegioinhac.vn
999
9033
9030
9039
79
MobiClip
80
Th gii
nhc
81
Th gii
nhc Plus
Cung cp cc gi dch v a dng , nng hi v th gii

showbiz, m nhc
9212
82
Gi Zing
S dng data khng gii hn khi truy cp a ch Zing.vn v

s dng cc dch v do Zing cung cp
999
83
Web portal
L trang web ca MBF,cung cp thng tin cc chng trnh

ca MBF, gi sms, xem chi tit cc, ng k dch v
84
Nhiu tin ch nh tin tc, th thao, dch v ...ng thi c

Wap portal nhiu lin kt n cc wap site ca cc nh cung cp dch v
ni dung
Thng tin
85
86
gii tr
Qua
Wab/
Web
Web/ wap
np tin
Qua
ng
dng
mWorld
9212
C th s dng np tin, kim tra ti khon, v ng k

gi data
ng dng cung cp "Thng tin tng hp" v: c tin tc, gii
tr, s dng cc dch v GTGT ca MobiFone
9206
L ng dng c tin tc online vi nhiu u bo hp dn

Vit Nam v c cp nht lin tc t cc bo in t
9211
L ng dng cp nht cc ni dung v mn th thao Golf

nh: hng dn chi golf, dng c golf, lut chi golf...
9206
9297
87
mExpress
88
mGolf
89
Mng x
hi Zoota
Cung cp ni dung chat, bnh lun, kt bn, chia s hnh nh,

chi game, gi sms min ph ... mt cch thun tin
Tr Chanh
qun -
Gip kt bn, giao lu, vit blog, chat, chia s hnh nh, chi
game
90
9022
Thng 9 nm 2013
9210
65

Game PI
91
Gi Opera
Mini
Cng ngh nn Data c o ch c Opera gip KH lt

web nhanh gp 6 ln so vi nhng trnh duyt khc
999
92
MobiStore
L mt siu th cung cp cc dch v ni dung nh game,

ng dng, m nhc, hnh nh cho khch hng qua cc knh
website, wapsite
666
93
mSpace
Kho ng dng vi cc ch nh: gii tr, ebook, a phng

tin, chat, vui chi
Tuy cp website http://mspace.vn
9216
mGame
Kho ng dng v cc game, v KH c th truy cp xem

cc tin tc, thng tin, hay mua v tng game
Truy cp website http://mgame.vn
9210
Kho ng dng c bo, sch, tp ch bng m thanh hnh nh

v ch vit; xem, ti cc clip hi c o (Just for laught)
Tuy cp website http://ZOOM360.vn
9024
Thi Olympic ting Anh bng SMS do B GD&T phi hp

vi VTC t chc
9027
94
Qua
kho
ng
dng
95
Zoom 360
96
97
98
Game, Thi,
Trng thng
Thi olympic
ting Anh IOE SMS
Funclass
u gi
ngc
Chng trnh thi trc nghim kin thc ting Anh bng SMS
Tham gia u gi l ngi c mc gi nh nht v duy
nht, c s hu min ph sn phm
99
mWin
Dch v cung cp cc tr chi gii tr qua SMS v WAP v

cc lnh vc: Gio dc, y t, in nh, showbiz, th thao v
nhc. KH tham gia c c hi nhn c cc gii thng c
gi tr
100
Game lm
vn
Game trc tuyn cung cp trn nn tng Wap. Tham gia tr

chi xy dng trang tri
Thng 9 nm 2013
9026
9209
9023
9209
66

Tai Lieu Dao Tao - 9 2013

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TI LIU O TO TNG QUAN

I. Lch s hnh thnh: GSM (Global System for Mobile communication)

II. Th h thng tin di ng:

III. Qu trnh pht trin ca thng tin di ng ti VN

Chng 2: GII THIU V CNG TY THNG TIN DI NG

I. Gii thiu s lc v Cng ty:

II. Qu trnh hnh thnh v pht trin:

IV. Cc gii thng t nm 2005 n nay:

Chng 3: TRUNG TM THNG TIN DI NG KHU VC IV

II.Thnh tu ca Trung tm:

III. Ni quy, quy ch lm vic:

IV. Gii thiu cc h thng h tr Trung tm IV:

Chng 4: GII THIU SN PHM V DCH V TTD

I. Cu trc mng di ng (2G & 3G)

II. Sn phm v dch v thng tin di ng ca MobiFone

Chng 5: H THNG QUN L CHT LNG THEO ISO

I. Gii thiu chung:

II. p dng tiu chun ISO 9001:2000 ti Cng ty, Trung tm :

Chng 6: NG DNG CNG NGH THNG TIN

I. Quy nh qun l d liu trn mng tin hc

II. Cc nguyn tc an ton d liu

TI LIU O TO TNG QUAN

IV.Cc trang s dng chung

V. Cc chng trnh phc v kinh doanh v k ton

VI. Cc chng trnh phc v k thut

VII. Cc chng trnh phc v tr li khch hng v h tr khc

IX. M hnh p dng CNTT vo qu trnh sn xut kinh doanh:

Chng 7: TM NHN, S MNH, GI TR CT LI V CC CHUN MC VN

TI LIU O TO TNG QUAN

Chng 1: LCH S THNG TIN DI NG

Hiu r hn v s pht trin ca thng tin di ng ti Vit Nam v v th ca Cng ty.

Cc thi im mang tnh t ph n s pht trin th trng ca Cng ty.

Tn GSM (Global System for Mobile Communication)

Bt u xy dng tiu chun GSM

Thu bao GSM tng 10.000 mi ngy.

709 triu thu bao, chim 71% th trng di ng

Trn 2 t thu bao GSM trn 212 quc gia

Trn 5 t thu bao di ng, 940 triu thu bao 3G

5,9 t thu bao di ng, trn 1 t thu bao 3G

6,7 t thu bao di ng, trn 1,3 t thu bao 3G

6,8 t thu bao di ng, trn 1,4 t thu bao 3G

II. Th h thng tin di ng:

- Nghe nhn cuc

- Nghe nhn cuc gi.

- Nghe nhn cuc gi.

- Nghe nhn cuc gi.

- Nghe nhn cuc gi.

TI LIU O TO TNG QUAN

phng tin (MMS).

- Xem phim, nghe nhc

Mbps (> 100Mbps ty

III. Qu trnh pht trin ca thng tin di ng ti VN

TI LIU O TO TNG QUAN

2002 mng thng tin di ng CDMA SFone - hp ng hp tc kinh doanh (BBC)

TI LIU O TO TNG QUAN

12/2010: Thnh lp Trung tm thng tin di ng Khu vc VI

TI LIU O TO TNG QUAN

Chng 2: GII THIU V CNG TY THNG TIN DI NG

Qu trnh hnh thnh v pht trin.

C cu t chc ca Cng ty.

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