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1
C O N S U L T I N G

0.06
8.31


31

37

25

26

91.63

1000

0.06%
31%
37%


44

37

2000

***

*
**
***
****

3.9

**
****
%2000-2001

~1

-10.5


3.4

~1.5

-2.07

8.8

5.27

~1

7
1

200113
3000

//

35

***

237

~25%

175

1999

2000

**
1

~50%

~0
1999

2000

1,666

5%
1,530

1999

2000

* 3,00086
** 998699
*** 20008


17911

17931
IP

10


1
2
3
4

5/

6
7
8IT
11

3000

XX

XX
**

500

3000

3000

*[2002]130
**[2002]77

12

2
1/2

13

2
2/2

()

IT

14

3
(1/2)

15

(2/2)

2
7

8
4

10

16

1/2

OA

17


2/2 OA OA OA

[]

18


/ /

/

IT

IT

IT





(
)

IT

IT

IT


(
)

19

SLA

DDN

1.

2.

3.

4.

5.

DDN

20

5/

1/3

1.

2.

3.

BPR

BPR

21

5/

2/3

IT

22

5/

3/3 IT

BPR

CRM

23

8/

8/

15

20

10

20

23
2

30

70

30

40

5
10
5

30

70

20

24

KPI*

*KPIKPI
25

SLA

10
10
5

35
10
10
10
5
5

2002.01.01-2002.12.31
2002.05.15

SLA

100
%

26

0.2A*C
1.2B

B*

0.08A*C

B*

0.8A

A*

1.2A

* A=100%B=

0.8A

A*

1.08A

1.2A

* A=B=
C=

35
30

32

25

20

2000
1500

15

1000

10
5

2500

10
6

0
9001000

15002000

2000

500
0

27



















CRM


28

7
-


1
3
4
2
1
199 200 200

9
0
1
2

200 200
0
1
1
IT
2
3

XX
IT

1xx
2
3
1xx
2
3
1
2
3

200
1

2
6
4 1
3

2
5

1
2
3

1
6 3

1
2
3

199 200
9
0

2
3




1
2
3

29

8IT


CRMDSS

30

IT

CTKM-RPG-2002

(C)
(B)
(A)

10

30

69

54

37

DDN/FR 10

11-20

21

10

12

15

15

11

98%

98%

(C)
(B)
(A)

IT

24

98%

98%

60

60

30

98%

98%

DDN/
/FR
2M

31

32

BPR

BPR

BPR

33

97

BPR

34

++

35

VIP
SLA

36

1-73.4758%26%

/.

11.6%

5000
4000

3709

4138

3000
2000
1000

12000
10000
8000
6000
4000
2000
0

9.9%
9974

10587

37


2001

2002

DDN

22
14

12
1

4.5

DDN

240
170
95

60

17 16

38


1
2

3
4
5
6
7
8IT

39

40

16


16


41


20015

20015

100%=479 134 196 161 103


92

100%=1,360

89%

35%

0.2
0.4

0.7%
4.5

1
9.7

3.1
1.9

1
2.9
1

1
6.5
4

85
2.4
9.4
2

109
1.1
5.5
12

25
37

21
49

35

49

65

30
22

35
19

10

12

14

11

65
53
48

32

39

50

47

29

42

365
200110

100% = 3,117

4 5

DDN

17%

25

15

19

IP

15

IP
DDN

43

*20011-11

100%=410

14


2MDDN

62%

ICBC

92
87

36

26

2M


27

44

16


16

45

193
IP

15%20%

IP

15%-20%

46

64K
128KDDN

64KDDN

64KDDN

9.6KDDN

2MDDN
64K
128KDDN

IMDDN
2MDDN
Bloomberg

64KDDN

64KDDN

64KDDN

64KDDN

64KDDN

512KDDN

1000

64KDDN

ATM
170
11

11

POS
1000
590

2MPCM

16

69

99.9

DDN
DON

128KDDN

64KDDN
30B+DISON

64KDDN

2MDDN

PSTN

163
169
2M

29

47

16


16


48

9991

40

95
100

49

2-3

50

16


16


51

DDN()
51/
DDN

DDN

192/

VPN

10

18

DDN1
DDN
ICBC
2M DDN
512K

ICBC

ICBC

ICBC

ATM
QOS
52

POS

26/

39/

122/

IP

10

IP

POS

IP
193

11
12

SMS
e-mail

53

13

14

15

16

17

54

16

7
11

IP

12

17

15

14

16

POS

10

DDN

18

13

61

ATM
QOS

1
55

2002

370,000
3
8

5,000

11,435

1,125

3.3
3,000 384,560 10,125

2500

397,185

27

27

2M

35%
2001

-ATM,

-ATM

ISDN

POSISDN

56

16


16


57

4
1
3
2
1
199 200 200

9
0
1
2

200
200
1
0
1
IT
2
3

XX
IT

199 200
9
0

200
1

2
6
4 1
3

1xx
2
3
1xx
2
3
1
2
3
4

2
5

1
2
3

1
6 3




1
2
3

58

4
3
2

1999

2000

2001

59

2000

2001

60

1999

2000

2001

61

XX
CT

1
2

5
4

2
6
1
3

1
6 3

2
5

62

2
3

63

1xx
2
3
1xx
2
3
1
2
3
4

2
3

2
3

64