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Trng Trung hc BCVT - CNTT II ngn hn 2012

Danh mc o to cc lp

LI NI U
Thc hin nhim v o to, bi dng chuyn mn nghip v cho i ng Cn b, Cng nhn ca cc n v trong khu vc Min trung v Ty nguyn, trong nhng nm qua trng Trung hc Bu chnh Vin thng v Cng ngh thng tin II lun nghin cu i mi chng trnh, ni dung ging dy, tng cng c s vt cht nng cao nng lc thc hnh, th nghim. Chun b chu o ni n cng nh cht lng phc v cho vic hc tp ca cc lp b tc ngn hn ti trng; Trong nm 2012 trng tip tc bin son Danh mc cc lp ngn hn nhm gii thiu tn cc lp cng nh ni dung c bn ca chng trnh o to cc lp b tc ngn hn v cc ngh khc nhau nh tin hc, vin thng v cc chuyn v k thut mi cc n v nghin cu v lp k hoch bi dng cho i ng cn b, cng nhn ca n v mnh. Trng Trung hc Bu chnh Vin thng v Cng ngh thng tin II hy vng rng nm 2012 s tip tc nhn c s quan tm, hp tc qu bu ca Lnh o cc Vin thng v cc cng ty dc trong khu vc min Trung v Ty Nguyn trng trin khai thc hin tt k hoch o to, bi dng i ng lao ng ca Ngnh trong khu vc. Trn trng!
TRNG TRUNG HC BCVT - CNTT II

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Trng Trung hc BCVT - CNTT II ngn hn 2012

Danh mc o to cc lp

MC LC
Stt 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. Tn lp Li ni u Mc lc Cc chuyn qun l, bn hng v chm sc khch hng Bi dng k nng lnh o Cng tc qun l cht lng dch v Vin thng Qun l v pht trin khch hng ln Tng quan v cng ngh IP v NGN cho cn b qun l cc vin thng tnh/thnh ph Bi dng qun l nghip v Vin thng Bi dng kin thc qun l TCSX cc i trm Vin thng Bi dng kin thc v xy dng, qun l, khai thc mng ngoi vi Bi dng kin thc cho nhn vin qun l v pht trin thu bao Bi dng k nng giao tip vi khch hng cho nhn vin k thut Bi dng nhn vin kinh doanh, bn hng dch v ADSL Marketing- bn hng cho nhn vin k thut cp my Bi dng k nng bn hng chuyn nghip Bi dng k nng bn hng chuyn nghip cho GDV Vin thng K nng bn hng v chm sc khch hng cho nhn vin trc tip tham gia bn hng, chm sc khch hng thuc VNPT tnh, thnh K nng bn hng v chm sc khch hnh Bi dng kin thc qun l Nh nc Bi dng nghip v qun l Vin thng K thut in t Vin thng Bi dng kin thc qun l cho T trng, i trng sn xut Vin thng Vn hnh bo dng BTS cp 1 Lp t, sa cha, bo dng thu bao Mega VNN Sa cha Modem- Router ADSL Bo dng trm BTS v thit b ph tr cp 2 Vn hnh bo dng v x l s c cc loi t ngun EMERSON Lp t, bo dng, sa cha thu bao FTTH Vn hnh bo dng v x l s c cc loi t ngun POWER ONE
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Trang 1 2 4 5 9 10 12 14 15 16 19 20 23 27 29 33 36 39 41 43 44 45 47 49 51 53 55 57

Trng Trung hc BCVT - CNTT II ngn hn 2012

Danh mc o to cc lp

27. 28. 29. 30. 31. 32

K nng o, kim tra cht lng mng ngoi vi v trin khai x l s c dch v ADSL- IPTV ti nh khch hng Lp t v x l s c thu bao ADSL, MyTV Cng ngh thng tin Bo dng k thut my tnh, mng my tnh v x l cc s c thu bao ADSL Bo dng k thut qun tr mng v vn phng Ting anh chuyn ngnh Ting Anh chuyn ngnh K thut Vin thng Ting Anh chuyn ngnh Cng ngh thng tin

59 63 67 68 70 73 74 75

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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

CHNG TRNH KHO HC BI DNG NNG LC LNH O


***** 1. Mc tiu : Trang b cho cc cn b qun l ca cc n v cc kin thc hin i nht v qun tr kinh doanh c p dng ph bin cc nc pht trin. Vn dng cc kin thc ny trong iu kin, mi trng kinh doanh ca Vit Nam. Hc vin s c tng cng cc k nng qun l ca mnh thng qua vic p dng cc kin thc c trang b gii quyt cc tnh hung thc tin trong kinh doanh ti th trng Vit Nam. 2. i tng: i tng tham gia kho hc ny l cc cn b lnh o cc n v, Trng, ph cc phng ban chc nng, Trng ph cc i Vin thng, Trung tm Vin thng v mt s cn b ngun cho cc chc danh trn. 3. Thi gian:: 12 ngy 4. Ni dung: 4.1. K nng lnh o (2 ngy ) 4.1.1. Mc tiu Ni dung ny nhm trang b cho hc vin nhng hiu bit c bn v cc khi nim, phong cch v k nng ca ngi lnh o. Trng tm ca kho hc l pht trin cc nng lc phn quyn, u quyn to ng lc v pht trin nhn vin. Sau kho hc, hc vin s c kh nng: - Hiu tm quan trng ca vic lnh o, cc phong cch lnh o v iu kin vn dng tng phong cch. - Xc nh cc nhn t dn n s thnh cng trong lnh o. - Phn quyn, u quyn, trao quyn. - Pht trin nng lc lnh o. 4.1.2.Ni dung: - Tm quan trng ca lnh o - Cc phong cch lnh o, iu kin vn dng tng phong cch - Phn bit lnh o v qun l - Cc nhn t em n s thnh cng trong lnh o - Phn bit gia phn quyn, u quyn v trao quyn - To ng lc cho cp di - Kh nng lnh o qun l v gim st - Cc tiu ch nh gi lnh o hiu qu. 4.2. K nng m phn v gii quyt xung t (2 ngy) 4.2.1. Mc tiu Mc tiu ca mn hc l trang b cho hc vin cc loi xung t, nguyn nhn ca tng loi xung t v cch gii quyt xung t. Trong qu trnh hc, hc vin
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

cng c hng dn phn tch cc tnh hung c th, thng qua hc vin s rt ra c cc bi hc v gii quyt xung t trong thc tin. 4.2.2.Ni dung - Cc loi xung t trong doanh nghip - Nguyn nhn ca tng loi xung t - Gii php cho tng loi xung t - Gii thiu k nng m phn - Cc nguyn tc m phn - Phn tch i tng tham gia m phn - Cc hnh thc m phn - S dng k nng gii quyt vn trong m phn - K nng giao tip v phn bin trong m phn. 4.3. K nng qun tr ti chnh cho nh lnh o (2 ngy) 4.3.1. Ni dung 1: Phn tch bo co ti chnh doanh nghip 4.3.1.1. Mc tiu Sau khi hon thnh kho hc, hc vin s nng cao hiu bit v tm quan trng ca vic phn tch cc bo co ti chnh v h thng bo co ti chnh c quy nh trong cc nguyn tc k ton c chp nhn chung. Hc vin cng nng cao cc k nng lp bo co lun chuyn tin t t bo co l li v bng cn i k ton v c kh nng a ra cc quyt nh ti chnh tt hn da trn vic phn tch cc bo co ti chnh. Hc vin cn c trang b khi nim v n by ti chnh v n by hot ng v vn dng cc khi nim ny a ra cc quyt nh qun l. Phn tch bo co ti chnh doanh nghip l mt trong nhng k nng quan trng nht v ti chnh dnh cho nh lnh o khng c o to bi bn v ti chnh trong trng i hc. 4.3.1.2.Ni dung - S cn thit ca vic phn tch bo co ti chnh i vi lnh o doanh nghip - H thng bo co ti chnh doanh nghip - Cc bo co ti chnh c bn - Phn tch lun chuyn tin mt - C s ca vic phn tch t s ti chnh 4.3.2. Ni dung 2: Cc cng c ti chnh s dng trong nh gi d n u t 4.3.2.1. Mc tiu Sau khi hon thnh kho hc, hc vin s c kh nng c cc bo co l li, bng cn i ti sn v bo co lun chuyn tin t. Hc vin cng c trang b khi nim gi tr theo thi gian ca tin v p dng khi nim ny trong nh gi d n. Hc vin s c gii thiu v cc phng php nh gi d n khc nhau v u nhc im ca tng phng php. 4.3.2.2.Ni dung - Lp bo co l li - Lp bng cn i k ton - Lp bo co lun chuyn tin t - Khi nim gi tr theo thi gian ca tin - Cc phng php nh gi d n
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

4.4. K nng qun tr nhn lc cho Lnh o (2 ngy) 4.4.1. Mc tiu: Sau khi kt thc kho hc, hc vin c th: Xc nh cc nng lc v coi l c s nh gi nhn vin v cn b qun l tim nng c thc hin cng vic c hiu qu khng; Qun l v kt hp qu trnh thc hin cng vic ca c nhn vi qu trnh thc hin cng vic tp th nhm t c cc mc tiu ca t chc nh tng nng sut, khch hng va lng, cc mc tiu khc; k nng tuyn dng ngi ti. 4.4.2. Ni dung: - La chn v nh gi - Cc phng php nh gi v ng dng phng php nh gi nng lc nhn vin - Tc ng ca pht trin ngun nhn lc - o lng kt qu thc hin cng vic - Xy dng mc tiu - nh gi thc hin cng vic - Phn tch thit k cng vic - Thng bo kt qu thc hin cng vic - Vai tr quan trng ca qun l i vi hiu qu cng vic 4.5. K nng truyn thng dnh cho nh lnh o (1 ngy) 4.5.1. Mc tiu: Kho o to nhm cung cp cho cc nh lnh o cch nhn tng th v cc k nng v quan h cng chng, tm quan trng v phng php gii quyt trong cc tnh hung cp bch i vi gii truyn thng. 4.5.2. Ni dung - Tm l ca cng chng, ngi nghe khi nh lnh o thuyt trnh; - Hoch nh chin lc truyn thng cho doanh nghip; - Hoch nh k hoch quan h cng chng; - K nng quan h bo ch; - K nng tr li phng vn; - Nghin cu hiu qu ca chin dch truyn thng; - Xy dng hnh nh nh lnh o thng qua cc cng c truyn thng; - Tm quan trng ca k hoch hnh ng gii quyt cc khng hong trong t chc. 4.6. Kin thc thu dnh cho Lnh o (1 ngy) 4.6.1. Mc tiu: Sau khi hon tt thnh cng chng trnh ny hc vin c th: - C ci nhn tng quan v h thng thu Vit Nam v tm hiu mt s loi thu lin quan n doanh nghip (c bit l thu GTGT v thu TNDN). - Nm vng nhng kin thc cn bn v thu v h thng bo co thu, gim thiu ti a ngha v thu nhng vn m bo tun th ng php lut - Nm vng ch trng i mi chnh sch thu ca nh nc - Gii thch c mt cch r rng, chun xc v c c s php l v s khc bit gia li nhun k ton v thu nhp chu thu
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

4.6.2. Ni dung - Tng quan v h thng thu Vit Nam hin hnh - Tm hiu v ho n, chng t lin quan n vn thu ca doanh nghip - Tm hiu v thu gi tr gia tng (GTGT) - Tm hiu v thu thu nhp doanh nghip (TNDN) - Tm hiu v thu thu nhp c nhn (TNCN) v thu xut nhp khu (XNK) - Tm hiu vn thu trong hp ng (hp ng kinh t, hp ng lao ng) - S khc bit gia li nhun k ton (theo lut k ton) v thu nhp chu thu (theo lut thu) 4.7. Kin thc Lut dnh cho Lnh o (2 ngy) - Tng quan v Nh nc Vit Nam (H thng chnh tr, b my nh nc, c bit l cc c quan hnh chnh Nh nc) - Tng quan v php lut Vit Nam (H thng cc ngnh lut v h thng cc vn bn php lut) - Phng php tm hiu php lut - Php lut v doanh nghip - Php lut v hp ng - Php lut v t tng - Php lut v lao ng - Php lut v thu v k ton - S khc bit gia li trc thu trn BCTC v thu nhp chu thu trn bo co thu - Phng thc s dng t vn lut 5. D kin gio vin ging: Mi chuyn gia phi hp. 6. a im o to: Trng Trung hc Bu chnh Vin thng v Cng ngh thng tin II.

CHNG TRNH KHO HC


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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

CNG TC QUN L CHT LNG DCH V VIN THNG


(Thi gian: 2 ngy) 1. Mc tiu : Kho hc c xy dng nhm cung cp cho hc vin nhng thng tin nh gi thc trng qun l cht lng dch v vin thng ca cc n v trong thi gian qua, cng nh hng dn cc n v trin khai cc vn bn lin quan ca B Bu chnh Vin thng v ca Tp on v qun l cht lng dch v. 2. i tng : Cc cn b qun l lin quan n cng tc qun l cht lng dch v, cn b lm cng tc bo co cht lng cc dch v vin thng thuc phng Vin thng-Tin hc ca Bu in tnh, thnh ph v ca Cng ty in thoi, trung tm chm sc khch hng... v cc cn b cn b k thut, cn b nghip v trc tip tham gia cc cng on cung cp dch v c lin quan n cc tham s trong ch tiu cht lng ca tiu chun ngnh cc dch v nu trn 3. Thi gian: 2 ngy 4. Ni dung : 4.1.Thc trng v cc yu cu v cng tc qun l cht lng dch v vin thng. 4.1.1. Thc trng cng tc qun l cht lng dch v vin thng. 4.1.2. Cc gii php khc phc trong thi gian ti 4.2.Cc ni dung c bn ca cng tc qun l cht lng dch v theo tinh thn quyt nh 33/2006/Q-BBCVT ngy 06/9/2006. 4.2.1. Ni dung c bn v 4.2.2. Nhng thay i so vi qui nh 176/2003/Q- BBCVT ngy 10/11/2003. 4.3. Hng dn c th cc ch tiu ca TCN mt s dch v yu cu bt buc qun l cht lng dch v theo yu cu ca B. 4.3.1. Dch v c nh 4.3.2. Di ng 4.3.3. Truy nhp Interrnet gin tip 4.3.4. Kt ni Internet 4.3.5. Truy nhp Internet ADSL 4.4. Hng dn ca Tp on v cng tc qun l cht lng 5 dch v nu trn. 5. D kin gio vin ging: Gio vin trng Trung hc BCVT- CNTT II hoc chuyn vin tp on BCVT 6. a im o to: Trng Trung hc BCVT- CNTT II hoc ti c s Vin thng tnh/thnh ph

CHNG TRNH KHO HC


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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

QUN L V PHT TRIN KHCH HNG LN


(Thi gian: 4 ngy) 1. Mc tiu : Kho hc gip cc hc vin nm c cc vn sau: - Vai tr ca khch hng ln. - Phng php phn loi, qun l khch hng ln. - Xy dng mi quan h, tip cn v pht trin khch hng ln. - Hin trng khch hng ln ca VNPT. - Thc t qun l v phc v khch hng ti mt s n v trc thuc VNPT . 2. i tng: Trng phng, t trng T Tip th bn hng, Chuyn vin qun l Cng tc tip th CSKH ti Vin thng tnh/thnh ph 3. Thi gian: Tp trung : 4 ngy 4. Ni dung : Phn 1. Phn l thuyt. 1. Khch hng v phc v khch hng 1.1. Ai l khch hng ln. 1.2. Vai tr ca khch hng ln vi doanh nghip. 1.3. S cn thit ca thi v s quan tm n khch hng 1.4. Cc mong i ca khch hng 2. Tm quan trng ca khch hng ln vi hot ng sn xut kinh doanh ca doanh nghip 3. Qun l khch hng ln 3.1. Xy dng c s d liu khch hng. 3.2. Phn loi khch hng 3.3. Thu thp thng tin v khch hng 3.4. Xy dng cc chnh sch i vi cc khch hng ln 3.5. Xy dng quan h vi khch hng 4. Pht trin khch hng ln. 5. Cc yu t cn thit ca nhn vin lm cng tc qun l v chm sc khch hng ln. 5.1. Nm bt v c kin thc tt v sn phm dch v. 5.2. Tinh thn trch nhim 5.3. Nhn bit s mong i ca khch hng 5.4. Thu ht khch hng 5.5. Lm vic theo nhm 6. Hin trng cng tc qun l v pht trin khch hng ln ca VNPT 6.1. Cc khch hng ln hin ti ca VNPT 6.2. C s d liu khch hng 6.3. Cc chnh sch khch hng ln 6.4. nh gi ca cc khch hng v cht lng dch v v cht lng phc v hin nay. 6.5. nh hng cng tc qun l khch hng ca VNPT. Phn 2: Tham quan thc t Phn 3: Hot ng nhm
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

5. D kin gio vin ging: Mi chuyn gia phi hp. 6. a im o to: Trng trung hc Bu chnh Vin thng v cng ngh thng tin II

CHNG TRNH KHO HC


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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

TNG QUAN V CNG NGH IP & NGN CHO CN B QUN L CC VIN THNG TNH, THNH PH
(Thi gian: 5 ngy ) 1. Mc tiu : Kho hc cung cp kin thc c bn v mng IP/MPLS, cc thnh phn v cu trc mng IP/MPLS NGN v MAN, kinh nghim thc t khi trin khai, khai thc, qun l mng IP/MPLS. Ngoi ra, kho hc cng cp cc kin thc c bn v cng ngh v mng truy nhp xDSL; kinh nghim, thc t trin khai, qun l mng xDSL ca VNPT. Kt thc kho hc, hc vin c th: - Nm vng cng ngh mng IP/MPLS. - Nm vng cu trc mng IP/MPLS NGN v MAN v cc thnh phn h thng. - Trin khai cc dch v trn nn mng IP/MPLS. - Thc hin cc bi o kim trn mng IP/MPLS NGN v MAN. - Nm vng cu trc mng truy nhp xDSL v cc thnh phn h thng. - Cc dch v c trin khai trn mng truy nhp xDSL. - Thc hin c cc bi o kim v xDSL v phn tch cc bn tin. 2. i tng: Cc cn b k thut ang v s trc tip qun l, khai thc mng IP/MPLS NGN v MAN, xDSL ca cc Vin thng tnh, thnh ph c kin thc c bn v trin khai mng v cc dch v vin thng. 3. Thi gian: 5 ngy 4. Ni dung : Phn 1: IP/MPLS trong NGN v MAN (3 ngy) 1. Tng quan v cng ngh mng IP/MPLS 1.1. Cu trc tng quan mng IP/MPLS. 1.2. Cng ngh mng IP/MPLS NGN (cng ngh mng, cc phn t mng, chc nng ca cc phn t, c ch m bo QoS, security ) 2. Hin trng trin khai mng IP/MPLS NGN ca VNPT 2.1. M hnh mng v dch v. 2.2. Tnh hnh trin khai mng IP/MPLS NGN ca VNPT trong thi gian qua. 2.3. Cc vn cn gii quyt trong qu trnh trin khai mng v dch v. 3. Tng quan v cng ngh mng MAN E: 3.1. Cu trc tng quan mng MAN E. 3.2. Cng ngh mng MAN E (cng ngh mng, cc phn t mng, chc nng ca cc phn t, c ch m bo QoS, security ) 4. Hin trng trin khai mng MAN E ca VNPT 5. M hnh cung cp cc dch v trn mng NGN ca VNPT 6. nh hng cng ngh mng trin khai, cu trc v k hoch mng: 6.1. So snh cc cng ngh mng v nh hng cng ngh. 6.2. Cu trc v k hoch mng trin khai. Phn 2: Cng ngh, xu hng pht trin v thc t trin khai xDSL (2 ngy) 1. Tng quan v mng truy nhp 1.1. Mng truy nhp trong cu trc mng vin thng mi 1.2. Cc hnh thc truy nhp v iu kin trin khai
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

1.3. Gii thiu cc chun v cng ngh truy nhp. 2. Cng ngh ng dy thu bao s ADSL, ADSL 2+, SHDSL, VDSL 2.1. Tng quan v k thut ng dy thu bao s DSL. 2.2. K thut, cng ngh ADSL, ADSL 2+, SHDSL, VDSL v iu kin p dng. 2.3. nh hng ca mng cp ng n cht lng ng dy DSL. 3. Mng v cc thit b DSL 3.1. Cu trc tng th mng truy nhp xDSL 3.2. Cc thnh phn mng v s hot ng 3.3. Qu trnh lp t v a h thng xDSL vo hot ng. 3.4. Tng quan v h thng qun l, tnh cc cc dch v trn mng truy nhp xDSL. 4. Hin trng v k hoch trin khai mng truy nhp xDSL ca VNPT. 4.1. M hnh mng v dch v xDSL ca VNPT. 4.2. Tnh hnh trin khai mng truy nhp xDSL ca VNPT trong thi gian qua. 4.3. Cc vn cn gii quyt trong qu trnh trin khai dch v truy nhp xDSL. 5. o kim mng truy nhp xDSL 5.1. Vai tr ca qu trnh o th, o kim trong trin khai dch v xDSL. 5.2. Mng cp ng thu bao v kh nng trin khai mng truy nhp xDSL. 5.3. Cc tham s cn o th, nh gi trong qu trnh trin khai mng truy nhp xDSL. 5.4. Gii thiu cc bi o th, o kim khi trin khai dch v trn mng truy nhp xDSL. 5.5 Phn tch cc bn tin o th, o kim trong thc t. 5. D kin gio vin ging: Gio vin khoa TVT hoc Chuyn vin Ban Vin thng Tp on BCVT Vit Nam 6. a im o to: Trng trung hc Bu chnh vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph

CHNG TRNH KHO HC


BI DNG NGHIP V QUN L VIN THNG
(Thi gian: 05 ngy)
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

1. Mc tiu : Gip cho ngi hc c kh nng nm vng : - Ni dung c bn ca cng tc qun l nghip v vin thng - Nhng vn c bn ca Marketing v Marketing dch v Vin thng - Nhng vn c bn v cng tc phn tch hot ng kinh doanh nhm nng cao hiu qu kinh doanh trong Doanh nghip Vin thng. 2. i tng: Cc chuyn vin qun l nghip v, trng ph i, t trng, t ph cc n v trc thuc vin thng tnh/thnh ph. 3. Thi gian:(05 ngy) 4. Ni dung: 4.1. Mt s vn chung v qun l vin thng 4.2. Ni dung c bn ca cng tc qun l nghip v vin thng 4.3. Marketing dch v Vin thng 4.4. Mt s kha cnh tm l trong cng tc lnh o qun tr kinh doanh 4.5. Mt s ni dung c bn trong phn tch hot ng kinh doanh ca doanh nghip sn xut cung ng dch v Vin thng. 4.6. Phn tch hot ng kinh doanh- c s xut cc bin php nng cao hiu qu kinh doanh trong doanh nghip Vin thng. 5. D kin gio vin ging: Gio vin khoa TVT hoc Chuyn vin ban Vin thng Tp on BCVT Vit Nam 6. a im o to: Trng Trung hc Bu chnh Vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph.

CHNG TRNH KHO HC


BI DNG KIN THC QUN L T CHC SN XUT CC I, TRM VIN THNG
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

(Thi gian: 4 ngy) 1. Mc tiu: Nhm trang b cho hc vin nhng kin thc c bn v : - Mt s quy nh chung v T chc sn xut vin thng - T chc qun l lao ng trong doanh nghip VT - T chc sn xut trong doanh nghip VT 2. i tng: T trng chuyn mch, trng , ph i, trm vin thng 3. Thi gian: 4 Ni dung : 4.1. Mt s vn chung v t chc sn xut vin thng 4.2.T chc lao ng trong doanh nghip Vin thng 4.3. T chc sn xut trong cc cng ty Vin thng 4.4. Marketing- giao tip- chm sc khch hng trong lnh vc Vin thng. 5. D kin gio vin ging: Gio vin khoa TVT trng Trung hc BCVT & CNTT II. 6. a im o to: Trng Trung hc Bu chnh vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph. 4 ngy

CHNG TRNH KHO HC

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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

BI DNG KIN THC V XY DNG, QUN L, KHAI THC MNG NGOI VI


(Thi gian: 4 ngy) 1. Mc tiu : Nhm trang b cho hc vin nhng kin thc c bn v : - Kin thc chuyn su v mng ngoi vi c th quy hoch mng. - T chc thi cng cc cng trnh ngoi vi. - Gim st thi cng cc cng trnh mng ngoi vi, c bit c k nng v qun l mng, t chc v iu hnh sa cha mng ngoi vi 2. i tng: Cc cn b qun l mng ngoi vi ca phng vin thng tnh, thnh ph, cn b qun l mng ngoi vi ca cc i, trm vin thng; Cc hc vin tham d kho hc phi c kin thc c bn v mng ngoi vi, cc thnh phn mng ngoi vi. 3. Thi gian: 4 ngy 4. Ni dung : Phn 1: Tng quan v mng ngoi vi (01 ngy) 1. Mng ngoi vi 1.1. Mng ngoi vi v vai tr, v tr trong t chc mng vin thng 1.2. Cu trc mng ngoi vi 1.2.1. Mng cp thu bao 1.2.2. Mng cp quang trung k 1.2.3. H thng h tr, bo v mng ngoi vi 2. Nguyn tc t chc mng ngoi vi 2.1. Nguyn tc chung 2.2. Nguyn tc t chc mng cp thu bao 2.2.1. Mng cp ng thu bao 2.2.2. Phn vng phc v ca mng cp ng thu bao 2.2.3. Nguyn tc phi cp ca mng cp ng thu bao 2.2.4. Mng cp chnh 2.2.5. Mng cp phi 2.2.6. Mng cp vo nh thu bao 2.2.7. Cp vng 2.2.8. Bn knh phc v ca cp ng 2.2.9. Phng thc chuyn mng truy nhp cp ng sang mng truy nhp cp quang 2.2.10. Mng cp quang FTTx 2.2.11. Cu trc mng cp quang FTTx 2.2.12. Cu trc im - im 2.2.13. Cu trc mng quang th ng 3. Nguyn tc t chc h thng h tr, bo v mng ngoi vi 3.1. H thng hm, h, cng cp 3.2. H thng ng ct treo cp thng tin Phn 2: Cng trnh mng ngoi vi v quy trnh thi cng (01 ngy) 1. Quy trnh thi cng cp ngm 1.1. Thi cng cp trong ng hm v rnh cp; 1.1.1. Thi cng cng cp;
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

1.1.2. Thi cng hm, h cp; 1.1.3. Thi cng cp trong cng b; 1.1.4. Thi cng cp chn trc tip; 1.1.5. Mt s cng vic thi cng khc (Lp t t, hp cp) 2. Quy trnh thi cng cp treo 2.1. Thi cng h thng ng ct treo cp; 2.2. Thi cng cp treo. 3. Cc bin php nng cao cht lng mng ngoi vi 3.1. Cc yu t nh hng n cht lng mng ngoi vi; 3.2. Mt s s c xy ra trn mng ngoi vi v cch khc phc; Phn 3: Phng php m ho cc thnh phn mng ngoi vi (1/2 ngy) 1. M mng cp ng 1.1 M i trm vin thng 1.2. M ng dy cp 1.3. M kt cui ng dy cp 1.3.1. T cp 1.3.2. Hp cp 1.3.3. Mng xng cp 1.3.4. B li cp; 2. M mng cp quang 2.1. Cp quang thu bao; 2.2. Cp quang trung k; 2.3. Trm u cui cp quang; 2.4. Kt cui mng quang; 2.5. Mng xng cp quang 3. M h thng h tr bo v mng 3.1. M cng cp 3.2. M hm cp 3.3. M h cp 3.4. M ct treo cp 4. B k hiu mng ngoi vi 4.1. K hiu i trm vin thng 4.2. K hiu kt cui cp 4.3. K hiu cp treo, cp cng, cp chn trc tip 4.4. K hiu tuyn cp quang, Cng cp 4.5. Ct treo cp Phn 4. Quy trnh qun l, khai thc, bo dng mng ngoi vi (1 ngy) Phn 5. o kim tra mng cp ng v mng cp quang (1/2 ngy) 1. Cp ng 1.1. Cu trc cp v phn loi cp; 1.2. Cc tham s cp ng cn o; 1.3. Cc tham s cp ng s dng dch v bng rng; 1.4. Cc tham s k thut c bn ca phin ni dy trn mng ng v cc bi o 2. Cp si quang 2.1. Cu trc cp v phn loi cp; 2.2. Cc tham s k thut cn o
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

3. M phng mt s li thng gp nh hng ti tc truyn dn 3.1. Cp ng; 3.2.Cp quang. 5. D kin gio vin ging: Gio vin khoa TVT trng Trung hc BCVT- CNTT II 6. a im o to: Trng trung hc Bu chnh vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph

CHNG TRNH KHO HC


BI DNG KIN THC CHO NHN VIN
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

QUN L V PHT TRIN THU BAO


(Thi gian: 05 ngy)

1. Mc tiu : Kho hc cung cp cho hc vin nhng kin thc c bn trong vic qun l v pht trin thu bao trn a bn ph trch. Ni dung ca kho hc nhm cp ti cc bin php nh gi th trng, cc gii php pht trin, cng tc lp k hoch pht trin thu bao... 2. i tng: Nhn vin dy my, nhn vin qun l vng, trng i, kim sot vin vin thng, phng kinh doanh tip th, t x l cc x l n vin thng... 3. Thi gian: 4. Ni dung : 4.1. Tnh hnh kinh doanh dch v vin thng trong mi trng mi 4.2. Cc nhn t tc ng ti th trng vin thng hin nay 4.3. Cng tc nghin cu th trng 4.4. nh gi th trng vng 4.5. Phn loi khch hng ti th trng vng. 4.6. Lp k hoch pht trin thu bao 4.7. Trin khai k hoch pht trin thu bao 4.8. Cng tc Marketing dch v vin thng (khch hng s dng thu bao) 4.9. Cc gii php pht trin thu bao hin nay 4.9.1. Thu bao in thoi c nh 4.9.2. Thu bao in thoi di ng 4.9.3. Thu bao Internet 4.10. Cng tc gii quyt khiu ni, phn nn t cc thu bao 4.11. Cc ch tiu nh gi cht lng qun l v pht trin thu bao 4.12. Cng tc chm sc khch hng thu bao 5. D kin gio vin ging: Gio vin khoa TVT trng Trung hc BCVT & CNTT II. 6. a im o to: Trng Trung hc Bu chnh Vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph 5 ngy

CHNG TRNH KHO HC


BI DNG K NNG GIAO TIP VI KHCH HNG CHO NHN VIN K THUT
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II (Thi gian: 02 ngy)

1. Mc tiu: Cung cp cho ngi hc t c cc ni dung c bn: - V kin thc: + Nu c khi nim v giao tip + Phn tch cc nguyn nhn khin giao tip tht bi + Trnh by ni dung cc phng php gip giao tip t hiu qu - V k nng: + Giao tip t tin, gy c thin cm vi khch hng dn dt khch hng n quyt nh s dng dch v ca cng ty. + Vn dng cc k nng lng nghe khm ph nhu cu ca khch hng + T tin, kho lo khi gii quyt cc t chi, phn nn ca khch hng - V thi + Nhn thc ng vai tr ca giao tip trong kinh doanh dch v + T gic rn luyn cc k nng gip giao tip thnh cng + Ch ng to ng lc, gim stress, c ch thng tin trong ngh nghip
2. i tng :

Ton b cc nhn vin k thut lp t, sa cha, bo dng thu bao ADSL ti cc vin thng tnh, thnh ph. 3. Thi gian: 02 ngy

4. Ni dung: Phn 1: Khi qut v giao tip: 1. Khi nim v giao tip 1.1. nh ngha 1.2. Cc lun im c bn trong giao tip 2. Phn loi giao tip: 2.1. Xt trn cc hot ng giao tip trong x hi 2.2. Xt v hnh thc tnh cht giao tip 3. c im ca giao tip kinh doanh 4. Phong cch giao tip- ng x v n tng ban u 4.1. Khi nim phong cch giao tip 4.2. Khi nim v n tng ban u 4.3. Vai tr ca n tng ban u 4.4. Cc thnh t ca php lch s Phn 2: Cc k nng giao tip 1. Khi nim 2. Cc nhm k nng giao tip
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

2.1. Nhm cc k nng nh hng 2.2. Nhm cc k nng nh v 2.3. Nhm k nng iu khin qu trnh giao tip 3. Rn luyn cc k nng giao tip 3.1. Rn luyn cc k nng nh hng 3.2. Rn luyn cc k nng nh v 3.3. Rn luyn cc k nng iu khin qu trnh giao tip 4. Cc phm cht cn thit trong giao tip Phn 3: Giao tip ng x vi khch hng 1. Tm quan trng ca vic giao tip vi khch hng 2. Cc du hiu v quan h vi khch hng 3. Cc c im trong giao tip kinh doanh 3.1. Cc c im v dch v 3.2. Cc c im v khch hng 4. Mt s cch ng x vi cc loi khch hng khc nhau 4.1. Vi nhng khch hng t ni 4.2. Vi nhng khch hng ni nhiu 4.3. Vi nhng khch hng lnh nht 4.4. Vi nhng khch hng e d 4.5. Vi nhng khch hng t cao t i 4.6. Vi nhng khch hng l nhng ngi hiu bit 4.7. Vi nhng khch hng ng bng 4.8. Vi nhng khch hng hay phn nn, ch bai 5. Nhng bin php xy dng mi quan h vi khch hng 5.1. Hi ngh khch hng 5.2. Hi tho 5.3. Tng qu 5.4. Hot ng h tr bn hng Phn 4: Mt s k nng pht trin giao tip 1. Giao tip- ng x qua in thoi 1.1. Mt s c im ca giao tip qua in thoi 1.2. K nng s dng in thoi 2. K nng t cu hi 3. K nng tr li 4. K nng lng nghe * Gii thiu: B tiu chun ca VNPT i vi cc cn b lm cng tc giao tip trc tip v chm sc khch hng Tho lun nhm + Tc dng, cch s dng ngn t & phi ngn t
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

+ Cc l do khin giao tip tht bi + Nguyn nhn khin khch hng khng hi lng, khng s dng dch v ADSL ca cng ty Thc hnh: Rn luyn k nng + Giao tip vi khch hng kh tnh + T vn, gii thiu dch v mi cho KH + Tr li/Gi in thoi + X l cc trng hp t chi, phn nn, khiu ni v dch v 5. D kin gio vin: Gio vin khoa QTKD trng Trung hc BCVT CNTT II 6. a im o to: Trng trung hc Bu chnh vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph

CHNG TRNH KHO HC


BI DNG NHN VIN KINH DOANH, BN HNG DCH V ADSL
(Thi gian: 03 ngy)
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

1. Mc tiu: Cung cp cho ngi hc t c cc ni dung c bn: - V kin thc: + Nu y ni dung cc bc trong quy trnh bn hng + Phn tch c cc ni dung cng tc bn hng v chm sc khch hng trong kinh doanh dch v + Bc u bit cch lp k hoch tm kim, tip cn vi khch hng tim nng - V k nng: + Giao tip t tin, gy c thin cm vi khch hng dn dt khch hng n quyt nh mua sn phm/s dng dch v ca cng ty. + Vn dng cc k nng (lng nghe, t cu hi, tr li,) khm ph nhu cu thc t ca khch hng + T tin, kho lo khi gii quyt cc t chi, phn nn ca khch hng + Dnh c nim tin v s tn trng ca khch hng, chm sc tt gi c khch hng lu di + Lp c s tay khch hng: cp nht thng tin s cp nh tn, a ch, v theo di qun l mi quan h vi khch hng s dng dch v ADSL ca n v. - V thi + Nhn thc ng n v ngh bn hng v dch v CSKH + Chia s k nng bn hng, CSKH gia cc hc vin + T gic rn luyn thi , kin thc chuyn mn, cc k nng cn thit i vi nhn vin cung cp dch v + Ch ng to ng lc, gim stress, pht trin tnh yu vi cng vic, c ch thng tin trong ngh nghip 2. i tng : T trng sn xut, trng ph trung tm dch v khch hng, trng/ph cc i/trm vin thng Cc nhn vin kinh doanh bn hng dch v ADSL thuc cc Vin thng tnh, thnh 3. Thi gian:
4. Ni dung: Moudule 1: K NNG GIAO TIP VI KHCH HNG

03 ngy

Chng 1: Khi qut v giao tip: 1. Khi nim v giao tip 1.1. nh ngha 1.2. Cc lun im c bn trong giao tip 2. Phn loi giao tip: 2.1. Xt trn cc hot ng giao tip trong x hi 2.2. Xt v hnh thc tnh cht giao tip 3. c im ca giao tip kinh doanh
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

4. Phong cch giao tip- ng x v n tng ban u 4.1. Khi nim phong cch giao tip 4.2. Khi nim v n tng ban u 4.3. Vai tr ca n tng ban u 4.4. Cc thnh t ca php lch s Chng 2: Cc k nng g iao tip 1. Khi nim 2. Cc nhm k nng giao tip 2.1. Nhm cc k nng nh hng 2.2. Nhm cc k nng nh v 2.3. Nhm k nng iu khin qu trnh giao tip 3. Rn luyn cc k nng giao tip 3.1. Rn luyn cc k nng nh hng 3.2. Rn luyn cc k nng nh v 3.3. Rn luyn cc k nng iu khin qu trnh giao tip 4. Cc phm cht cn thit trong giao tip Chng 3: Giao tip ng x vi khch hng 1.Tm quan trng ca vic giao tip vi khch hng 2. Cc du hiu v quan h vi khch hng 3. Cc c im trong giao tip kinh doanh 3.1. Cc c im v dch v 3.2. Cc c im v khch hng 4. Mt s cch ng x vi cc loi khch hng khc nhau 4.1. Vi nhng khch hng t ni 4.2. Vi nhng khch hng ni nhiu 4.3. Vi nhng khch hng lnh nht 4.4. Vi nhng khch hng e d 4.5. Vi nhng khch hng t cao t i 4.6. Vi nhng khch hng l nhng ngi hiu bit 4.7. Vi nhng khch hng ng bng 4.8. Vi nhng khch hng hay phn nn, ch bai 5. Nhng bin php xy dng mi quan h vi khch hng 5.1. Hi ngh khch hng 5.2. Hi tho 5.3. Tng qu 5.4. Hot ng h tr bn hng Chng 4: Mt s k nng pht trin giao tip 1. Giao tip- ng x qua in thoi 1.1. Mt s c im ca giao tip qua in thoi
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

1.2. K nng s dng in thoi 2. K nng t cu hi 3. K nng tr li 4. K nng lng nghe * Gii thiu: B tiu chun ca VNPT i vi cc cn b lm cng tc giao tip trc tip v chm sc khch hng Tho lun nhm + Tc dng, cch s dng ngn t & phi ngn t + Cc l do khin giao tip tht bi + Nguyn nhn khin khch hng khng hi lng, khng mua Thc hnh: Rn luyn cc k nng + Giao tip vi khch hng kh tnh + T vn, gii thiu sn phm/dch v mi cho KH + Tr li/Gi in thoi
Module 2: K NNG BN HNG V KINH DOANH DCH V MEGAVNN

Chng 1: Tng quan v dch v bn hng 1. Khi nim v khch hng 1.1. nh ngha khch hng 1.2. Tm quan trng ca khch hng i vi doanh nghip 1.3. Cc i tng khch hng 2. Hot ng bn hng: 2.1. Bn hng l g 2.2. Bn hng chuyn nghip 2.3. Cc hnh thc bn hng Chng 2: Cc bc trong hot ng bn hng 1. Tm kim khch hng 2. Chun b tip cn 3. Tip cn bn hng 4. Trnh by, gii thiu sn phm dch v 5. X l cc t chi v phn ng ca khch hng 6. Kt thc hot ng cho bn 7. Chm sc v theo ui khch hng 8. Cp nht c s d liu khch hng Chng 3: Cc yu cu i vi ngi bn hng 1. Cc phm cht ca ngi bn hng 2. Cc k nng bn hng 2.1. Kin thc 2.2. K nng 2.3. Thi
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

Chng 4: Gii thiu dch v MegaVNN 1. Trch nhim ca cc n v trong qu trnh khai thc, vn hnh dch v MegaVNN 1.1. Cng ty in ton v Truyn s liu 1.2. Cc vin thng tnh/thnh ph 2. Thng tin dch v MegaVNN 2.1. Gii thiu dch v 2.2. i tng s dng 2.3. Li ch mng li ca dch v 2.4. Th tc ng k 2.5. Yu cu thit b ph khch hng 2.6. Gi cc 3. So sch cc dch v MegaVNN vi dch v truy cp dia up VNN 1260 Tho lun nhm - Mt s tnh hung v cu hi thng gp khi giao tip vi khch hng s dng dch v MegaVNN - Cch thc lp s tay qun l khch hng - Nhn thc ca bn thn v cng tc CSKH. Thc trng cng tc CSKH ti n v Thc hnh - X l khch hng khiu ni v sn phm/dch v - Lp k hoch Bn hng & CSKH t hiu qu: - Pht trin thm khch hng mi - Khi phc mi quan h vi khch hng c ( ri b cng ty) - Xy dng v duy tr mi quan h bn vng vi cc khch hng ln, khch hng trung thnh 5. D kin gio vin ging: Gio vin khoa QTKD Trng Trung hc BCVT- CNTT II 6. a im : Trng trung hc Bu chnh vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph

CHNG TRNH KHO HC


MARKETING - GIAO TIP - BN HNG CHO K THUT VIN CP MY(MNG NGOI VI)
(Thi gian: 03 ngy)

1. Mc tiu :
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

Trang b cho hc vin kin thc v Tm l Giao tip Bn hng Chm sc khch hng trong hot ng kinh doanh cc dch v BCVT Gip ngi hc c th nm bt kp thi nhng kin thc, qua c th thc hin cc bin php nhm p ng tho mn nhu cu ngy cng cao ca ngi s dng, gip cho hot ng kinh doanh cc dch v BCVT ti n v c hiu qu, ph hp vi xu th cnh tranh, hi nhp ca nn kinh t th trng theo nh hng XHCN. 2. i tng: Cng nhn Mng ngoi vi v thit b u cui 3. Thi gian: 03 ngy (21 tit) 4. Ni dung o to Chng 1: MARKETING 1. Mt s nt khi qut v Marketing 1.1 Khi nim 1.2 Cc thnh t c bn trong Marketing (nhu cu, mong mun, sn phm, trao i...) 2. Phi thc marketing dch v (chnh sch 7P) 2.1 People (Con ngi): 2.2 Physical Evidence (Cc yu t hu hnh): 2.3 Product (Sn phm) 2.4 Price (Gi c): 2.5 Place (Phn phi): 2.6 Promotion (Truyn thng c ng): 2.7 Processe (Quy trnh cung cp dch v): Chng 2- GIAO TIP 1. Khi qut v hot ng giao tip 1.1 Khi nim 1.2 Vai tr ca giao tip 1.3 Cc phng tin giao tip 1.4 M hnh truyn thng trong hot ng giao tip 2. Vai tr, v tr - c im giao tip ca CNVC -CNCM 2.1 Vai tr, v tr ca CNVC trong dy chuyn sn xut dch v VT 2.2 c im qu trnh giao tip ca CNVC CNCM vi khch hng 2.3 Mt s phng php giao tip hiu qu 3. Yu cu i vi CNVC- CNCM 3.1 Yu cu v th cht 3.2 Yu cu v kh nng ngh nghip 3.3 Yu cu v phm cht nhn cch 4. Tm l trong giao tip vi khch hng 4.1 Vai tr ca khch hng i vi doanh nghip
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

4.2 c im tm l mt s nhm khch hng Chng 3- BN HNG CHM SC KHCH HNG 1. Bn hng 1.1 Khi nim 1.2 Nhng iu kin tin quyt bn hng thnh cng 1.3 Giao dch trc tip vi khch hng 1.4 Rn luyn mt s k nng cn thit i vi CNVC-CNCM 2. Chm sc khch hng 2.1 Khi nim 2.2 Ni dung chm sc khch hng 5. D kin gio vin ging: Gio vin khoa QTKD trng Trung hc BCVT- CNTT II 6. a im o to: Trng Trung hc Bu chnh Vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph.

CHNG TRNH KHO HC


BI DNG K NNG BN HNG CHUYN NGHIP
Thi gian hc: 48 tit (6 ngy)
1. Mc tiu: Cung cp cho ngi hc t c cc ni dung c bn:
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

- V kin thc: + Nu c cc khi nim: giao tip, khch hng, bn hng, chm sc khch hng; vn ho kinh doanh; +Nu c vai tr, chc nng, nhim v, yu cu v cc k nng cn thit i vi nhn vin kinh doanh cc dch v v thit b vin thng; ngha v vai tr ca vn ho trong kinh doanh; + Trnh by ng ni dung chu trnh bn hng, chm sc khch hng; + Trnh by cc phng php vt qua t chi mua ca khch hng; + Trnh by ngha, yu cu v ni dung ca hot ng chm sc khch hng; + Lit k v phn tch ng cc nguyn nhn tht bi trong giao tip; bn hng; tip th; chm sc khch hng m bn thn vp phi. - V k nng: + p dng cc k nng tm l v giao tip; kin thc v sn phm, khch hng thc hin bn hng, chm sc khch hng c hiu qu, c th: +T tin trong giao tip ; t cu hi, lng nghe, quan st khm ph ng nhu cu thc t ca khch hng; + T vn, gii thiu, trnh din t tin v cc thit b, dch v vin thng; thuyt phc, dn dt khch hng n quyt nh mua; +Tip nhn, x l nhanh chng, linh hot cc yu cu ca khch hng (khi mua, trong qu trnh s dng, c bit trong vic x l gii quyt cc khiu ni, phn i); + Nhn din y cc c hi v thch thc ca ngh nghip lp k hoch pht trin ngh nghip hin ti v trong tng lai. - V thi : + Nhn thc ng n v ngh nghip, say m vi ngh + T gic trong vic tuyn truyn, thc hin xy dng vn ho trong doanh nghip + Tch cc tm hiu, hc hi t ngi thn, ng nghip, cc i th cnh tranh v cc phng tin thng tin nh sch bo, internet,... trau di cc kin thc, k nng chuyn mn ngh nghip (thng tin v sn phm, dch v v th hiu khch hng s dng cc sn phm, dch v vin thng m cng ty ang cung cp). 2. i tng: Cc nhn vin trc tip bn hng ti cc ca hng, cc nhn vin, chuyn vin, cc cn b ph trch cc trung tm dch v khch hng, ca hng, h thng i l dch v.thuc Vin thng tnh/thnh ph. 3. Ni dung: Chng 1: K nng giao tip trong kinh doanh 1. Khi qut v giao tip, phng tin giao tip. 2. Cc k nng giao tip c bn 3. Tm l trong giao tip ng x vi khch hng 4. Rn luyn nng cao k nng giao tip
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

4.1. K nng giao tip trc tip: ni, nghe, s dng ngn ng khng li 4.2. K nng giao tip gin tip: qua in thoi, th 5. Tho lun nhm 5.1. Nhng nguyn nhn tht bi trong giao tip ng x vi khch hng 5.2. Phng phng khc phc 5.3. Tho lun nhm, thc hnh x l tnh hung thc t Chng 2: K nng bn hng v chm sc khch hng 1. Tng quan v ngh kinh doanh dch v, thit b vin thng 2. V tr, vai tr, nhim v ca nhn vin kinh doanh dch v, thit b vin thng 3. Cc yu cu i vi nhn vin kinh doanh dch v, thit b vin thng 4. Qui trnh bn hng 4.1. Bn hng trc tip ti ca hng - Cho hi - Tip cn - Tm hiu nhu cu; phn loi khch hng - Tm tt nhu cu - Thuyt phc khch hng - Cht bn hng - Kt thc bn hng 4.2. Bn hng theo yu cu (lu ng) - Tip nhn yu cu - Chun b hng ho, dch v - Lp chng t - Giao hng, lp t, hng dn s dng - Cng vic sau khi bn 5. Ni dung cc hot ng chm sc khch hng 5.1. Khi nim 5.2. CSKH trc bn hng 5.3. CSKH trong bn hng 5.4. CSKH sau bn hng 6. Tip nhn v x l khiu ni 6.1. Tm tt quy trnh tip nhn v gii quyt khiu ni 6.2. K nng x l khiu ni 7. Tho lun nhm, thc hnh: 7.1. Lit k v phn tch nhng nguyn nhn tht bi trong bn hng, chm sc khch hng s dng dch v, thit b vin thng m bn thn bit hoc gp trong thc t. 7.2. Trnh by cc gii php khc phc 7.3. Thc hnh theo hnh thc ng vai: + Bn cc thit b kt hp cung cp dch v vin thng ti ca hng + Bn cc thit b kt hp cung cp dch v vin thng theo yu cu
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+ Tip nhn v gii quyt khiu ni: - V dch v: cc, mt lin lc, yu cu s dng li s c ( qu thi hn khng s dng), - V hng ho: i, tr li, bo hnh - Yu t khc Chng 3. Qun l cc i l vin thng 1. Vai tr ca cc trung gian phn phi 2. Cc loi hnh i l dch v vin thng (ti n v) 3. Ni dung qun l i l vin thng ca cc nhn vin kinh doanh 3.1. Qun l doanh s 3.2. Qun l cht lng dch v 3.3. Qun l th ch 3.4. Thc hin cng tc tip th, iu tra th trng 4. Tho lun nhm, thc hnh 4.1. Lit k nhng cng vic chnh v vic qun l cc i l ca bn thn 4.2. Nhng thun li, kh khn khi qun l cc i l 4.3.Thc hnh: lp biu mu qun l theo di cc i l hin ti; lp k hoch pht trin thm i l mi. Chng 4. Vn ho kinh doanh 1. Khi nim, vai tr ca vn ho trong kinh doanh 2. Khi nim, vai tr, cu trc ca vn ho kinh doanh 3. Vn ho kinh doanh ca VNPT 4. Tho lun nhm 4.1. Nhn thc ca bn thn v vn ho doanh nghip (VNPT) 4.2. Cc hot ng thc hin v pht trin vn ho kinh doanh ca VNPT ti n v 4.3. Truyn b, qung co vn ho ca VNPT n khch hng, i tc Phng php nh gi: - Kim tra u kho hc : c nh gi qua bi vit ca tng hc vin theo hnh thc bi vit (trc nghim kt hp vi t lun). - Kim tra sau khi kt thc kho hc: + V kin thc: : c nh gi qua bi vit ca tng hc vin theo hnh thc bi vit (trc nghim kt hp vi t lun). + V k nng: Hnh thc ng vai theo nhm (cc nhm bc thm v thc hin 1 trong cc tnh hung sau) - Thc hin giao tip trc tip vi khch hng ti ca hng - Thc hin cuc giao tip vi khch hng qua in thoi - Thc hin tip nhn v x l khiu ni cho khch hng. - Thc hin gii thiu c im, li ch ca mt thit b vin thng, tin hc m th trng hin ang a chung nht.
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

- Thc hin t vn, hng dn khch hng la chn dch v ph hp vi nhu cu thc t. * V thi hc tp: c nh gi trong sut kho hc, t cc yu cu: + C thc t gic, tnh k lut cao, tinh thn trch nhim trong hc tp; i hc chuyn cn. + Th hin tnh khoa hc, sng to trong qu trnh hc tp. + C kh nng lm vic theo nhm. 5. D kin gio vin: Gio vin khoa QTKD trng Trung hc BCVT- CNTT II 6. a im ao to: Trung hc Bu chnh vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph

CHNG TRNH KHO HC


BI DNG K NNG BN HNG CHUYN NGHIP DNH CHO GDV VIN THNG Thi gian hc: 40 tit (5 ngy)
1. Mc tiu:
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

Cung cp cho ngi hc t c cc ni dung c bn: - V kin thc: +Nu c khi nim: giao tip, khch hng, bn hng, chm sc khch hng; vn ho kinh doanh; + Nu c vai tr, chc nng, nhim v, yu cu v cc k nng cn thit i vi nhn vin kinh doanh cc dch v v thit b vin thng; ngha v vai tr ca vn ho trong kinh doanh; + Trnh by ng ni dung chu trnh bn hng, chm sc khch hng + Trnh by cc phng php vt qua t chi mua ca khch hng; + Trnh by ng khi nim, vai tr, yu cu v ni dung ca hot ng chm sc khch hng; + Lit k v phn tch ng cc nguyn nhn tht bi trong giao tip; bn hng; tip th; chm sc khch hng m bn thn vp phi. - V k nng: + p dng cc k nng tm l v giao tip; kin thc v sn phm, khch hng thc hin bn hng, chm sc khch hng c hiu qu, c th: + T tin trong giao tip; t cu hi, lng nghe, quan st khm ph ng nhu cu thc t ca khch hng; + T vn, gii thiu, trnh din t tin v cc thit b, dch v vin thng; thuyt phc, dn dt khch hng n quyt nh mua; + Tip nhn, x l nhanh chng, linh hot cc yu cu ca khch hng (khi mua, trong qu trnh s dng, c bit trong vic x l gii quyt cc khiu ni, phn i); + Nhn din y cc c hi v thch thc ca ngh nghip lp k hoch pht trin ngh nghip hin ti v trong tng lai. - V thi : + Nhn thc ng n v ngh nghip, say m vi ngh; + T gic trong vic tuyn truyn, thc hin xy dng vn ho trong doanh nghip; + Tch cc tm hiu, hc hi t ngi thn, ng nghip, cc i th cnh tranh v cc phng tin thng tin nh sch bo, internet,... trau di cc kin thc, k nng chuyn mn ngh nghip (thng tin v sn phm, dch v v th hiu khch hng s dng cc sn phm, dch v vin thng m cng ty ang cung cp). 2. i tng: Cc nhn vin trc tip bn hng ti cc ca hng, cc nhn vin, chuyn vin, cc cn b ph trch cc trung tm DVKH, ca hng, h thng i l dch v, nhn vin pht trin thu bao in thoi, ADSL. ti cc n v Vin thng . 3. Ni dung: Chng 1: K nng giao tip trong kinh doanh
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1. Khi qut v giao tip, phng tin giao tip. 2. Cc k nng giao tip c bn 3. Tm l trong giao tip ng x vi khch hng 4. Rn luyn nng cao k nng giao tip 4.1. K nng giao tip trc tip: ni, nghe, s dng ngn ng khng li 4.2. K nng giao tip gin tip: qua in thoi, th 5. Tho lun nhm 5.1. Nhng nguyn nhn tht bi trong giao tip ng x vi khch hng 5.2. Phng phng khc phc 5.3. Tho lun nhm, thc hnh x l tnh hung thc t Chng 2: K nng bn hng v chm sc khch hng 1. Tng quan v ngh kinh doanh dch v, thit b vin thng 2. V tr, vai tr, nhim v ca nhn vin kinh doanh dch v, thit b vin thng 3. Cc yu cu i vi nhn vin kinh doanh dch v, thit b vin thng 4. Qui trnh bn hng 5. Ni dung cc hot ng chm sc khch hng 5.1. Khi nim 5.2. CSKH trc bn hng 5.3. CSKH trong bn hng 5.4. CSKH sau bn hng 6. Tho lun nhm, thc hnh: 6.1. Lit k v phn tch nhng nguyn nhn tht bi trong bn hng, chm sc khch hng s dng dch v, thit b vin thng m bn thn bit hoc gp trong thc t. 6.2. Trnh by cc gii php khc phc 6.3. Thc hnh x l mt s tnh hung thc t Chng 3. Qun l cc i l vin thng 1. Vai tr ca cc trung gian phn phi 2. Cc loi hnh i l dch v vin thng (ti n v) 3. Ni dung qun l i l vin thng ca cc nhn vin kinh doanh 3.1. Qun l doanh s 3.2. Qun l cht lng dch v 3.3. Qun l th ch 3.4. Thc hin cng tc tip th, iu tra th trng Chng 4. Vn ho kinh doanh 1.Khi nim, vai tr ca vn ho trong kinh doanh 2. Khi nim, vai tr, cu trc ca vn ho kinh doanh 3. Vn ho kinh doanh ca VNPT
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4. Tho lun nhm 4.1. Nhn thc ca bn thn v vn ho doanh nghip (VNPT) 4.2. Cc hot ng thc hin v pht trin vn ho kinh doanh ca VNPT ti n v 4.3. Truyn b, qung co vn ho ca VNPT n khch hng, i tc 4. D kin gio vin ging: Gio vin khoa QTKD trng Trung hc BCVT- CNTT II 5. a im o to: Trng trung hc Bu chnh vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph

K NNG BN HNG V CHM SC KHCH HNG DNH CHO NHN VIN TRC TIP THAM GIA QU TRNH BN HNG, CSKH THUC VNPT TNH THNH Thi gian thc hc: 24 tit (3 ngy)
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CHNG TRNH KHO HC

CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

1. Mc tiu: Cung cp cho ngi hc t c cc ni dung c bn: - V kin thc: + Nu c cc khi nim: khch hng, bn hng, chm sc khch hng + Trnh by nhim v, yu cu v cc k nng cn thit i vi nhn vin CSKH s dng dch v vin thng; + Trnh by ngha, yu cu v ni dung ca hot ng chm sc khch hng; - Lit k v phn tch cc nguyn nhn tht bi trong bn hng v chm sc khch hng m bn thn vp phi. - V k nng: + p dng cc kin thc v k nng v tm l v giao tip; kin thc k nng v s dng sn phm/dch v, phn loi khch hng, c im th trng thc hin bn hng, chm sc khch hng c hiu qu, c th: + T tin trong giao tip; t cu hi ph hp, lng nghe, quan st khm ph ng nhu cu thc t ca khch hng; + T vn, gii thiu, trnh din t tin v cc thit b u cui v dch v vin thng; thuyt phc, dn dt khch hng s dng dch v ca VNPT; + Tip nhn, x l nhanh chng, linh hot cc yu cu ca khch hng (khi mua, trong qu trnh s dng, c bit trong vic x l gii quyt cc khiu ni, phn i) lm khch hng tho mn; + Nhn din y cc c hi v thch thc ca ngh nghip lp k hoch pht trin ngh nghip hin ti v trong tng lai. - V thi : + Nhn thc ng n v cng tc CSKH, c thi nhit tnh v say m vi ngh nghip; a thch c giao tip; gip khch hng; + Tch cc tm hiu, hc hi t ngi thn, ng nghip, cc i th cnh tranh v cc phng tin thng tin nh sch bo, internet,... trau di cc kin thc, k nng chuyn mn ngh nghip (thng tin v sn phm, dch v v th hiu khch hng s dng cc sn phm, dch v vin thng m cng ty ang cung cp) 2. i tng: Cc nhn vin trc tip bn hng, cung cp dch v (GDV, cng nhn cp v ng thu bao), cc nhn vin, chuyn vin, cc cn b ph trch cc trung tm DVKH, ca hng, .thuc VNPT tnh thnh. 3. Thi gian: 4. Ni dung: M UN 1: K NNG BN HNG 1. Tng quan v ngh kinh doanh dch v, thit b vin thng 2. V tr, vai tr, nhim v ca nhn vin kinh doanh dch v, thit b vin thng 3. Cc yu cu i vi nhn vin kinh doanh dch v, thit b vin thng 3.1. V kin thc
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03 ngy

CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

3.2. V k nng 3.3. V thi 4. Qui trnh bn hng 4.1. Bn hng trc tip ti ca hng 4.2. Bn hng theo yu cu (lu ng) 5. Tho lun, Thc hnh 5.1. Tho lun nhm: Lit k v phn tch nhng nguyn nhn tht bi trong bn hng m bn thn bit hoc gp trong thc t. Trnh by cc phng php khc phc 5.2. Thc hnh (theo hnh thc ng vai): Tip nhn yu cu lp t/ho mng v cung cp dch v vin thng ti ca hng hoc trc tip ti a im theo yu cu ca khch hng Bn cc thit b kt hp cung cp dch v vin thng ti ca hng hoc theo yu cu M UN 2: K NNG CHM SC KHCH HNG 1. Khch hng ca VNPT tnh thnh 1.1. Khi nim khch hng 1.2. Vai tr ca khch hng 1.3. Phn nhm khch hng 1.4. Cc yu t c bn tho mn khch hng 1.4.1. Sn phm 1.4.2. S thun tin 1.4.3. Con ngi 2. M hnh cht lng dch v v s hi lng ca khch hng (Parasuraman) 2.1. Mc tin cy. 2.2. Kh nng p ng 2.3. Cc phng tin hu hnh 2.4. Nng lc phc v 2.5. S cm thng 3. Cc yu cu i vi nhn vin chm sc khch hng 3.1. V kin thc 3.2. V k nng 3.3. V thi 4. Quy trnh cung cp cc dch v vin thng ti VNPT tnh thnh 4.1. Dch v in thoi c nh 4.2. Dch v GPhone
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4.3. Dch v in thoi di ng 4.4. Dch v ADSL 5. Cc hot ng cn thit m nhn vin CSKH cn thc hin 5.1. Ch ng cung cp thng tin v sn phm dch v 5.2. Giao dch trc tip vi khch hng 5.3. Chm sc khch hng qua in thoi 5.4. Tip nhn v x l cc yu cu sa cha, bo dng thit b u cui vin thng ca khch hng 5.5. Gii quyt cc vn lin quan n thanh ton cc ph 5.6. Tip nhn v x l bo hnh sn phm 5.7. Tip nhn v x l cc phn i khiu ni 5.8. Qun l v pht trin khch hng 6. Tho lun, Thc hnh 6.1. Tho lun nhm: Lit k v phn tch nhng nguyn nhn tht bi trong chm sc khch hng m bn thn bit hoc gp trong thc t. Trnh by cc phng php khc phc 6.2. Thc hnh (theo hnh thc ng vai): 6.2.1. Tip nhn v gii quyt trng hp phn nn, khiu ni: - V dch v: cc; mt lin lc; yu cu s dng li s c: qu thi hn khng s dng; bo my hng qua in thoi, thc mc v thng tin dch v: li ch, ch khuyn mi, - V hng ho: i, tr li, bo hnh - Cc l do khc 6.2.2. n thm khch hng, tng qu khch hng 6.2.3. Tham d hi ngh khch hng; tham gia hi ch, trin lm; t chc bn hng lu ng; 5. D kin gio vin: Gio vin khoa QTKD trng Trung hc BCVT- CNTT II 6. a im o to: Trng trung hc Bu chnh vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph

CHNG TRNH KHO HC


K NNG BN HNG V CHM SC KHCH HNG
Thi gian: 3 ngy 1. Mc tiu: - C c nhng kin thc v k nng cn thit cho cng tc bn hng v chm sc khch hng;
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- Nhn thc su sc v tm quan trng ca khch hng i vi VNPT, c thc gn gi v chm sc khch hng hin ti; - Nm c cc c im chnh ca 1 s dch v vin thng, CNTT ca VNPT v c th trnh by trc khch hng 1 cch chnh xc v c sc cun ht; - Rn luyn cc phm cht, nng lc c nhn p ng c yu cu i vi ngi bn hng chuyn nghip trong th trng Vin thng cnh tranh gay gt; - p dng cc k nng giao tip, bn hng, chm sc khch hng c o to trong thc t cng vic tip xc khch hng. 2. i tng: Nhn vin bn hng, giao dch vin; Cng nhn k thut vin thng; Nhn vin chm sc khch hng 3. Thi gian: 03 ngy 4. Ni dung: Gii thiu lch s VNPT v Logo VNPT, ngha logo VNPT Chng 1: Tng quan v bn hng v chm sc khch hng 1. Khch hng VNPT Khch hng VNPT l ai? Khch hng VNPT mong i g? Khch hng em li g cho VNPT? Qu trnh ra quyt nh mua ca khch hng Cc yu t nh hng n hnh vi mua 2. Tnh hnh cnh tranh trn th trng cung cp dch v VT CNTT ti Vit Nam Tng quan th trng vin thng CNTT 2009 v xu hng 2010 Phn tch im mnh, im yu ca VNPT Phn tch im mnh, im yu cc doanh nghip Vin thng khc. 3. Bn hng v chm sc khch hng Khi nim v bn v chm sc khch hng M hnh bn hng truyn thng v hin i Vai tr ca bn hng v chm sc khch hng 4. Ngh bn hng Ti sao li mun lm ngh bn hng? Nhng kh khn thng gp phi iu kin cn v cho ngh bn hng Chng 2: Chn dung ngi bn hng chuyn nghip 1. K hoch hng ngy ca nhn vin bn hng trong lnh vc Vin thng 2. Phm cht cn c ca nhn vin bn hng VNPT 3. Vai tr, trch nhim ca nhn vin bn hng VNPT 4. Cc yu cu i vi ngi bn hng
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Tam gic Thi -Kin thc-K nng 7 iu khng nn khch hng nghe thy 7 cch tm nim khi bn hng 7 quy lut tm l bn hng Chng 3: Quy trnh bn dch v VT CNTT 1. Tm kim khch hng tim nng Th no l khch hng tim nng? Cc ngun tm kim khch hng tim nng 2. Chun b tip cn 3. Tip cn khch hng 4. Trnh by, gii thiu dch v 5. X l cc t chi v phn ng ca khch hng 6. Kt thc hot ng cho bn 7. Chm sc v gi khch hng 8. Cp nht v khai thc c s d liu khch hng Chng 4: Cc k nng cn thit khi bn dch v VT CNTT v chm sc khch hng 1. M hnh giao tip hiu qu v cht lng li ni 2. K nng s dng ngn ng c th trong bn hng 3. K nng trnh by, t vn khch hng v cc dch v VT CNTT ca VNPT. 4. Trang phc khi gp khch hng 5. K nng lng nghe 6. K nng t cu hi 7. K nng giao tip qua in thoi 8. K nng thit lp v pht trin mi quan h vi khch hng 9. K nng x l khch hng kh tnh 10. K nng x l t chi mua hng 11. K nng tip nhn v k nng phn hi 5. D kin gio vin : Gio vin khoa Qun tr kinh doanh trng Trung hc BCVT- CNTT II 6. a im : Ti Vin thng tnh/thnh hoc ti Trng Trung hc Bu chnh vin thng v Cng ngh thng tin II

CHNG TRNH KHO HC


BI DNG KIN THC QUN L NH NC
Thi gian: 7 ngy 1. Mc tiu:
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

Bi dng mt s kin thc v php lut BCVT, kin thc v son tho, lu tr vn bn v cc kin thc v cng tc qun l nghip v . 2. i tng: i tng tham gia kho hc ny l cc cn b lnh o cc n v, Trng, ph cc phng ban chc nng, Trng ph cc n v v v mt s cn b ngun cho cc chc danh trn. 3. Thi gian: 4. Ni dung: 07 ngy

4.1: Nh nc 4.1.1. Nhng vn c bn v Nh nc CH XHCN Vit Nam 4.1.2. T chc hot ng ca b my Qun l Nh nc 4.1.3. Tm l trong QLNN 4.2: Php lut 4.2.1. Nhng vn l lun v php lut, php ch 4.2.2. Php lut hin hnh v BCVT v CNTT 4.2.3. Php lut trong kinh doanh 4.3: Qun l hnh chnh v nghip v hnh chnh 4.3.1. Qun l hnh chnh nh nc 4.3.2. Nhng vn v qun l cng v v php lnh cng chc 4.3.3. K thut v nghip v hnh chnh 4.3.4. Vn bn v cng tc son vn bn 4.3.5. Cng tc vn th lu tr 4.4. Qun l sn xut Bu chnh 4.4.1. Nhng khi nim c bn v mng li thng tin Bu chnh 4.4.2. Nguyn tc t chc mng li 4.4.3. Ni dung t chc mng li thng tin Bu chnh 4.4.4. T chc mng li Bu chnh Vit Nam hin nay 4.4.5. Nhng vn v t chc v kinh doanh khai thc trn mng hin nay 4.4.6. La chn c cu t chc sn xut 4.4.7. T chc dy chuyn sn xut 4.4.8. Tnh ton lao ng 4.4.9. Tnh ton s dng thit b 4.4.10. Tnh ton mt bng sn xut 4.4.11.T chc lao ng 4.4.12. Xc nh hiu qu ca cc bin php t chc sn xut 4.5 . Vit thu hoch. 5. D kin gio vin: Gio vin Trng phi hp vi chuyn vin Tp on BCVT Vit Nam 6. a im o to:
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

Trng Trung hc Bu chnh vin thng v Cng ngh thng tin II

CHNG TRNH KHO HC


BI DNG NGHIP V QUN L BU CHNH VIN THNG
(Thi gian: 06 ngy)

1. Mc tiu :
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

Cung cp cho ngi hc nhng kin thc v k nng v: - Kin thc c bn v qun l nghip v BCVT, Marketing ngnh Bu chnh vin thng. - Kin thc c bn v ti chnh, t chc sn xut trong doanh nghip BCVT - Sau khi hc, ngi hc c th m nhim tt hn cng vic ca mnh ang lm ti c s, c bit nng cao k nng trong qun l nghip v BCVT ti c s. 2. i tng: i ng cn b k cn, trng, ph cc Bu in huyn cha qua bi dng. 3. Thi gian : 4. Ni dung : 4.1. Qun l v kim sot cc nghip v BCVT 4.2. Marketing dch v Bu chnh vin thng 4.3. Qun l ti chnh. 4.4. T chc sn xut trong doanh nghip bu chnh. 4.5.Cng tc kim tra, thanh tra Bu chnh vin thng. 4.6. Tm l qun tr kinh doanh 5. D kin gio vin : Gio vin Khoa Qun tr Kinh doanh trng Trung hc BCVT- CNTT II 6. a im o to: Trng Trung hc Bu chnh vin thng v Cng ngh thng tin II hoc ti c s Bu in tnh/thnh ph. 06 ngy

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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

CHNG TRNH LP HC BI DNG KIN THC QUN L CHO T TRNG SN XUT VIN THNG (Thi gian: 3 ngy - tng ng 24 tit) I. I TNG : - T trng sn xut, T ph i trm Vin thng
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

- Cn b qun l lin quan n sn xut Vin thng. - Cc chuyn vin ph trch tng lnh vc ca Vin thng Tnh . II. MC TIU O TO - Hiu r vai tr, trch nhim ca mt ngi t trng trong qu trnh trin khai hot ng sn xut Vin thng ca Vin thng tnh. - Trang b cho hc vin nhng kin thc v k nng c bn cn c ca mt ngi t trng sn xut Vin thng. - Bit cch trin khai cng vic trong t hon thnh k hoch, nhim v c giao. - c trang b cc gii php, cng c v bit cch khai thc ti a sc mnh ca t sn xut t c mc tiu v cht lng v nng sut sn xut ng thi lp ra cc k hoch hnh ng nhm chng tht thot, gim thiu lng ph cho Vin thng tnh - Nm vng c bn mt s ky nng nhm tao lp mi quan h ni b thng qua knh giao tip v lm vic theo t i sn xut. III. NI DUNG O TO Phn 1: T chc sn xut v vai tr ca ngi t trng sn xut 1. Khi nim v t chc sn xut khoa hc. 2. Xc nh vai tr v cng vic ca ngi t trng sn xut trong sn xut Vin thng 3. Tm hiu r cc chc nng ca ngi t trng sn xut Vin thng. 4. Cc nhim v ca ngi t trng sn xut thng qua vai tr c nhn, trong t, v cc t - nhm khc. 6. Cc iu kin ca ngi qun l: cc phm cht, k nng cn thit Phn 2: Nhng kin thc cn bn v qun l sn xut. 1. Cng tc k hoch v kim tra sn xut ti t sn xut Vin thng. 2. Nng sut lao ng v bin php tng nng sut lao ng 3. Cht lng v qun l cht lng Vin thng 4. Cc hnh thc kim tra trong sn xut Vin thng: Phn 3: Nhng k nng cn thit ca ngi t trng sn xut 1. K nng trao i thng tin trong doanh nghip Vin thng. 2. K nng lm vic nhm. a. Vai tr ca ngi qun l trong vic iu hnh trong nhm.
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

b. Cc phng php, cng c, cch thc pht hin vn mu cht, gii php gii quyt mu thun nhm Phn 4: Phng php to ng lc lm vic cho nhn vin v nh gi kt qu thc hin cng vic ca nhn vin Vin thng 1. Cc cng c phn tch ng lc lm vic ca nhn vin 2. nh gi kt qu thc hin cng vic ca nhn vin. IV. A IM: - Trng Trung hc Bu chnh Vin thng v cng ngh thng tin II - Ti cc c s Vin thng tnh V. GIO VIN GING DY ThS. Trnh Th Vinh Khoa TVT

CHNG TRNH KHA HC


LP T, SA CHA, BO DNG THU BAO MEGAVNN Thi gian: 5ngy 1. MC TIU: - Hiu v cu trc mng vin thng ni chung v mng MegaVNN ni ring. - Ci t thnh tho cc loi modem ADSL.
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

- X l cc s c thng gp trong qu trnh x l. 2. THI GIAN: 3. I TNG: 5 Ngy Cng nhn vin thng cc tnh

4. NI DUNG : 1.: KIN THC C BN V MNG, MNG LAN, GIAO THC TCP/IP. 1.1 Gii thiu chung v mng: - S hnh thnh ca mng my tnh. - Mng my tnh l g ? - Cc mc tiu ca vic to nn mng my tnh. - Phn loi mng my tnh. - Cc mng my tnh thng dng nht. 1.2. Mng cc b - LAN. - Khi nim. - Cc c tnh k thut ca LAN. - Cc cu hnh mng. - Cc loi cp truyn v hng dn cch bm cp mng cc loi. 1.3 Cu hnh TCP/IP trn my tnh. - Cu hnh TCP/IP v lnh ipconfig. - Cu hnh IP tnh v ng. - Cu hnh gataway, DNS, firewall. - Kim tra kt ni v lnh ping. 4. X l li trong mng LAN. - Kim tra li cp v thit b. - X l cc li ca TCP/IP trong LAN. 2: CNG NGH XDSL V DCH V MEGAVNN. 2.1. Khi qut v cng ngh Xdsl. - Gii thiu. - Khi nim. - u nhc im. - Phn loi cc cng ngh xDSL. - Tng kt tnh cht cc cng ngh xDSL. - Cc dch v trin khai trn mng VNPT dng cng ngh DSL. 2.2. Gii thiu dch v MegaVNN. - Tng quan v dch v MegaVNN. - C ch hot ng ca dch v Internet bng thng rng MegaVNN. - Cc thnh phn thit b ca dch v MegaVNN. - Kt ni mng. - So sch dch v MegaVNN vi cc dch v truy nhp Dial up (VNN1260) 2.3. Hin trng phn cp v m hnh qun l mng MegaVNN. - Hin trng phn cp mng Mega VNN. - M hnh qun l mng MegaVNN. - M hnh mng tng lai vi IP DSLAM v MSAN. 3: LP T, CU HNH MODEM V KT NI MEGAVNN. 3.1. Cc tiu ch xc nh chng loi Modem ADSL.
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

3.2. Cc yu cu chung v k thut. - Yu cu thit b i vi khch hng khi lp t. - Mt s lu khi lp t. - Bng tra cu thng tin mc nh ca mt s Modem ADSL thng dng. 3.3. Hng dn lp t v cu hnh Modem D-Link. - M t sn phm. - Lp t v kt ni cho Modem. - Cu hnh c bn Modem D-Link. - Cc cu hnh nng cao. 3.4. Hng dn cu hnh mt s Modem thng dng khc. 4: XC NH, X L S C, BO DNG SA CHA THU BAO MEGAVNN. 4.1. Phn loi cc s c. - Cc s c, cc li pha nh cung cp dch v ISP. - Cc s c, cc li lin quan n truyn dn t ISP n nh khch hng. - Cc s c pha khch hng. 4.2. Mt s s c in hnh thng gp khi h tr khch hng. - Cc vn lin quan n li ca Modem ADSL. - Cc vn lin quan n vic truy nhp mng INTERNET. - Cc li lin quan n my tnh. 5: K NNG GIAO TIP KHCH HNG 5. D KIN GIO VIN GING:

Gio vin khoa in t Vin thng trng Trung hc BCVT- CNTT II


6. A IM O TO - Trng Trung hc Bu chnh Vin thng v cng ngh thng tin II - Ti cc c s Vin thng tnh

CHNG TRNH KHA HC LP SA CHA MODEM - ROUTER ADSL Thi gian: 7 ngy
1. MC TIU: - Gip cho hc vin nm c nguyn l hot ng ca Modem-Router ADSL ,c th nh sau: - Nm c s khi, chc nng cc khi v nguyn l lm vic ca Modem-Router ADSL
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

-Sa cha c cc h hng thng gp cho cc loi Modem-Router ADSL - Np c phn mm cho cc loi Modem Router ADSL
2. I TNG Cng nhn ti cc Vin thng tnh/Thnh ph v cc i tng khc c nhu cu

3. THI GIAN O TO: 07 ngy 4. NI DUNG : 1. Tng quan v Modem-Router ADSL 1.1. Cc thnh phn cu to nn Modem-Router ADSL - CPU - RAM - NVRAM - Buses - Flash Memory - ROM - Interfaces 1.2. Cc tnh nng c bn ca Modem-Router ADSL - H iu hnh h tr - Giao din ADSL tng thich - Giao tip ISDN - C ch Routing thng minh - Tch hp UpnP h tr ng b vi Windows XP cho cc ng dng Multimedia nh MSN Messenger - Kh nng tng la ( Firewall ) - Cng c Syslog trn Windows - Port Forwarding - Kh nng ring o ( VPN ) 1.3. Phn loi Modem 1.4. S khi & chc nng cc khi modem ADSL 2. Sa cha modem ADSL 2.1. Cc h hng thng thngtrn modem ADSL 2.2. Cc h hng lin quan n khi giao din mng 2.3 Cc h hng lin quan n khi ngun 3. Np phn mm cho modem ADSL 3.1. Qua giao din WEB 3.2. S dng FTP v TFTP 3.3. S dng cng USB 3.4. nh pan, kim tra sa cha trn Modem-Router ADSL thc t 5. D KIN GIO VIN GING:

Gio vin khoa in t Vin thng trng Trung hc BCVT- CNTT II


6. A IM O TO - Trng Trung hc Bu chnh Vin thng v cng ngh thng tin II - Ti cc c s Vin thng tnh

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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

CNG KHA HC BO DNG TRM BTS V THIT B PH TR CP 1


Thi gian: 03 ngy 1. MC TIU: Chng trnh o to trng im Bo dng trm thu pht gc (BTS) cp 1, cung cp cho cn b k thut ca cc VNPT tnh cc kin thc v k nng c th thc hin tt cng tc qun l, bo dng cc trm BTS.
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II - V kin thc: B sung kin thc v l thuyt, thc hnh trong cng tc bo dng trm BTS cho i tng cng nhn/ k thut vin ang trc tip sn xut ti cc VNPT tnh thnh. - V K nng: M t c quy trnh bo dng cc thit b trn trm BTS hin ang c s dng trn mng thng tin di ng ca VNP - Thc hin tt cng tc bo dng thit b BTS theo ng quy trnh ca VNPT - Phi hp tt vi VNP khai thc hiu qu trm BTS - Tham gia vo nhm bo dng BTS nh k ti n v. 2. I TNG: Cng nhn/ k thut vin cc VNPT tnh thnh 3. THI GIAN: 20 tit l thuyt+ 8h thc hnh ( 03 ngy) 4. NI DUNG:

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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II I. Tng quan v mng thng tin di ng
Tng quan v h thng thng tin di ng Tng quan v mng thng tin di ng ca Vinaphone v VMS o o

Cu trc mng thng tin di ng ca Vinaphone v VMS Vai tr, chc nng ca cc thnh phn trong mng

II. Cu to v nguyn l hot ng ca cc thit b nh trm BTS Phn loi i trm BTS Cc thit b indoor o Thit b trm BTS o Truyn dn Viba v cc tham s lin quan o Truyn dn quang v cc tham s lin quan o Truyn dn MAN E o H thng ngun accu o Cc thit b ph tr Cc thit b outdoor o Ct anten, cu cp, feeder o H thng anten, b g anten o H thng chng st, tip t cho h thng ct anten, cu cp v feeder Cc tham s lin quan n cht lng mng III. Cc yu cu k thut ca c s h tng trm BTS Mt s quy nh chung khi thit k c s h tng cho nh trm. Cc yu cu k thut ca c s h tng trm BTS

5. D KIN GIO VIN GING: Thy gio Khoa TVT


6. A IM:

- Trng Trung hc Bu chnh Vin thng v cng ngh thng tin II - Ti cc c s VNPT tnh

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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

CNG KHA HC BO DNG TRM BTS V THIT B PH TR CP 2


Thi gian: 05 ngy 1. MC TIU: Chng trnh o to trng im Bo dng v khc phc s c trm thu pht gc (BTS) cp 2, cp tip theo v nng cao ca cp 1, cung cp cho cn b k thut ca cc VNPT tnh cc kin thc v k nng c th thc hin tt cng tc qun l, bo dng v khc phc s c ca cc trm BTS. - V kin thc: B sung kin thc v l thuyt, thc hnh v phng php lp bngbo co trong cng tc bo dng trm BTS cho i tng cng nhn/ k thut vin ang trc tip sn xut ti cc VNPT tnh thnh. - V K nng: M t c quy trnh bo dng cc thit b trn trm BTS hin ang c s dng trn mng thng tin di ng ca VNP - Nu c cu trc phn cng, phn mm v hot ng ca thit b BTS - Lit k c cc s c thng gp ca thit b BTS - Thc hin tt cng tc bo dng thit b BTS theo ng quy trnh ca VNPT - X l c cc li n gin thng xy ra vi thit b BTS - Phi hp tt vi VNP khai thc hiu qu trm BTS - Tham gia vo nhm bo dng BTS nh k ti n v. 2. I TNG: Cng nhn/ k thut vin cc VNPT tnh thnh 3. THI GIAN: 20 tit l thuyt+ 24h thc hnh ( 05 ngy) 4. NI DUNG:

L thuyt (2 ngy): 1. Quy trnh lp t trm BTS a. Quy nh v chun ha nh trm ca Tp on


b. Quy trnh lp t trm BTS (Ty vo tng VNPT Tnh)

i. Quy trnh chung lp t BTS


ii. Cc lu i vi BTS Single RAN

iii. Cc lu i vi BTS Huawei iv. Cc lu i BTS Motorola v. Cc lu i vi BTS Ericsson 2. Quy trnh bo dng trm BTS a. Quy trnh bo dng outdoor
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

b. Quy trnh bo dng BTS 2G/3G c. Quy trnh bo dng truyn dn d. Quy trnh bo dng ngun & cquy e. Quy trnh bo dng thit b ph tr 3. Quy trnh x l mt s s c thng gp a. Phn loi s c b. X l s c trn BTS c. X l s c trn truyn dn d. X l s c trn ngun 4. o kim tra thit b trong qu trnh bo dng v khc phc s c a. o v cn chnh cng sut ca khi thu pht trong cc sector b. o suy hao trn antenna, feeder c. Cn chnh ng thu ca cc khi thu pht d. o kim tra lch ng h e. o in p v in dn c quy f. o in tr t Thc hnh (3 ngy) Bi Ni dung Thit b cn thit Ghi ch 1 Tham quan v kho st trm BTS 2 Thc hnh lp t trm BTS Km, t vt, c l 32, 3 V sinh cng nghip v kim My ht bi, km, t tra phn cng ca thit b BTS vt, c l 32. 4 Kim tra kh nng kt ni gia Laptop, cp kt ni S u: 2-3, 3-2, my tnh v thit b; xem cu PC-BTS( 02 u 5-5. hnh v lu c s d liu: RSS232, u Male) + Kim tra cu hnh thit b, tn s pht, thng tin trn cc knh. Laptop, cp kt ni + o v cn chnh cng sut PC-BTS( 02 u pht ca khi thu pht trong cc RSS232, u Male) sector + Cn chnh ng thu ca cc My o cng sut. khi thu pht, o cng sut Anritsu phn x ti di tn cng tc. + o kim tra h s sng ng My pht
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

VSWR, , khong cch n li cp feeder v lu kt qu. + o kim tra lch ng h, tin hnh cn chnh ng h. + Kim tra h thng cnh bo

tn( frequency generator). My o antenna, feeder My m tn( frequency counter) Phin crone My o Accu My o in tr t

Rohde Schwarz hoc anritsu. Anritsu hoc Bird Anritsu Midtronics Kyoritsu

5 6

o in p v in dn accu o in tr t

5. D KIN GIO VIN GING: Thy gio Khoa TVT


6. A IM:

- Trng Trung hc Bu chnh Vin thng v cng ngh thng tin II - Ti cc c s Vin thng tnh

CNG KHA HC
VN HNH BO DNG V X L S C CC LOI T NGUN

EMERSON
Thi gian: 08 tit LT + 16t thc hnh (03 ngy)
1. MC TIU

- Kha hc ny nhm trang b cho cng nhn vn hnh bo dng thit b t ngun EMERSON , t my pht in, thit b ct lc st v ngun cqui. - Sau khi hc, hc vin c th: - Nm vng nguyn l hot ng ca cc loi t ngun EMERSON - Nm vng quy trnh vn hnh , bo dng v x l s c cc loi t ngun EMERSON , thit b ct lc st, acquy 2. I TNG: - L Cng nhn ngun in, cng nhn vn hnh bo dng trm BTS 3. THI GIAN O TO: 03 ngy

4. NI DUNG Phn I: L thuyt 1. S H THNG NGUN IN TRM VIN THNG - Ngun in li quc gia - Ngun my pht cc b - Ngun c quy d phng 2. S H THNG MY NN IN - Ngun in 3 pha - Ngun My pht in
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

- nguyn l hot ng ca h thng cung cp ngun -48v 3. Gii thiu cc loi t ngun EMERSON. - Cu to phn cng v cch nhn bit loi t ngun EMERSON - Cc thng s k thut 4. Cch u cnh bo ngun v OMC. - Nguyn l c bn - Cch x l cnh bo ngun 5. Cu trc ca RACK RECTIFIER 6. ngha cc n ch th v chc nng cc phm trn bo iu khin v hin th 7. Np phn mm iu khin v ci t cc thng s k thut 8. Nguyn ly ct loc set. - Set va c im cua set. - Cac dang tac ng cua set n thit bi in nhay cam - Cac phng phap chng set trn mang vin thng. 9. Quy trnh bo dng ngun trm BTS Phn II: Thc hnh 1. u ni cp ngun ti trm BTS v trm vin thng - u ni in vo 3 pha - u ni my pht in - u ni ti bng phn phi - u ni chng st - u ni trong t ngun EMERSON - u ni cnh bo ti OMC - Phng php u ni t c quy - Phng php v ch np in 2. Login vo phn mm t ngun EMERSON 3. Lp t, vn hanh thit bi ct loc set. - Thit bi chng set trc tip. - Thit bi chong set lan truyn - Lp t Thit bi ct loc set Postef LPS 4. Bo dng sa cha h hng, kim tra qu trnh hot ng ca t ngun EMERSON, t c quy v t my pht in. 5. D KIN GIO VIN GING: Gio vin Khoa TVT 6. A IM: - Trng Trung hc Bu chnh Vin thng v cng ngh thng tin II - Ti cc c s Vin thng tnh

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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

CNG KHA HC
VN HNH BO DNG V X L S C CC LOI T NGUN

POWER ONE
Thi gian: 08 tit LT + 16t thc hnh (03 ngy)
1. MC TIU

- Kha hc ny nhm trang b cho cng nhn vn hnh bo dng thit b t ngun POWER ONE , t my pht in, thit b ct lc st v ngun cqui. - Sau khi hc, hc vin c th: - Nm vng nguyn l hot ng ca cc loi t ngun POWER ONE - Nm vng quy trnh vn hnh , bo dng v x l s c cc loi t ngun POWER ONE , thit b ct lc st, acquy 2. I TNG: - L Cng nhn ngun in, cng nhn vn hnh bo dng trm BTS 3. THI GIAN O TO: 03 ngy

4. NI DUNG Phn I: L thuyt 1. S H THNG NGUN IN TRM VIN THNG - Ngun in li quc gia - Ngun my pht cc b - Ngun c quy d phng 2. S H THNG MY NN IN - Ngun in 3 pha - Ngun My pht in
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

- nguyn l hot ng ca h thng cung cp ngun -48v 3. Gii thiu cc loi t ngun POWER ONE. - Cu to phn cng v cch nhn bit loi t ngun POWER ONE - Cc thng s k thut 4. Cch u cnh bo ngun v OMC. - Nguyn l c bn - Cch x l cnh bo ngun 5. Cu trc ca RACK RECTIFIER 6. ngha cc n ch th v chc nng cc phm trn bo iu khin v hin th 7. Np phn mm iu khin v ci t cc thng s k thut 8. Nguyn ly ct loc set. - Set va c im cua set. - Cac dang tac ng cua set n thit bi in nhay cam - Cac phng phap chng set trn mang vin thng. 9. Quy trnh bo dng ngun trm BTS Phn II: Thc hnh 1. u ni cp ngun ti trm BTS v trm vin thng - u ni in vo 3 pha - u ni my pht in - u ni ti bng phn phi - u ni chng st - u ni trong t ngun POWER ONE - u ni cnh bo ti OMC - Phng php u ni t c quy - Phng php v ch np in 2. Login vo phn mm PowCom ca t ngun POWER ONE 3. Lp t, vn hanh thit bi ct loc set. - Thit bi chng set trc tip. - Thit bi chong set lan truyn - Lp t Thit bi ct loc set Postef LPS 4. Bo dng sa cha h hng, kim tra qu trnh hot ng ca t ngun POWER ONE, t c quy v t my pht in. 5. D KIN GIO VIN GING: Gio vin Khoa TVT 6. A IM: - Ti cc c s Vin thng tnh

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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

CNG KHA HC LP T, BO DNG, SA CHA THU BAO FTTH Thi gian: 5 ngy
1.MC TIU: + Nm c u im ca cp quang so vi cp ng trong vic trin khai cc dch v bng rng. + Bit cu to ca cc loi si quang G.652, G.653, G.655ang c s dng trong mng li v mng truy nhp. + Bit c cu trc v lut mu cc loi cp quang ang s dng ph bin trn h thng mng vin thng nh: Cp quang FOCAL,Vina-GSC, Fujikura ca Nht. + Lp t v cu hnh hon chnh cho mt thu bao FTTH (S dng c 3 dch v: Truy cp Internet, MyTV, VoIP) + Sa cha c cc s c h hng cho thu bao FTTH + Cp nht kh y v cng ngh quang phc v tt cho vic nng bc ngh 2. I TNG: Cng nhn/ k thut vin cc VNPT tnh thnh 3. THI GIAN: 05 ngy 4. NI DUNG: 1. Tng quan v thng tin quang 1.1 u im ca cp quang so vi cp ng trong vic trin khai cc dch v bng rng. 1.2 Cu to cc loi si quang G.652, G.653, G.655... 1.3 Lut mu cc loi cp quang : FOCAL, Vina-GSC, Fujikura ca Nht
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

2. Lp t v cu hnh thu bao FTTH 2.1 Cc ph kin cn thit lp t cho mt thu bao FTTH 2.2 S lp t 2.3 Qui trnh lp t 2.4 u ni phn cng 2.5 Cu hnh s dng cc dch v: Internet, MyTV, VoIP 3. Sa ch cc s c thu bao FTTH 3.1 S c ti nh thu bao 3.2 S c ng truyn 3.3 S c ti nh cung cp dch v ISP 3.4 o xc nh t cp bng bt LASER 3.5 o xc nh li cp quang bng my o OTDR 3.6 o xc nh v tr t cp 3.7 o xc nh suy hao ca cp quang, mi hn... 5. D KIN GIO VIN GING: Thy : Nguyn Vn Nh v cc thy trong Khoa TVT 6. A IM: - Trng Trung hc Bu chnh Vin thng v cng ngh thng tin II - Ti cc c s Vin thng tnh

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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

CNG CHUYN BI DNG K NNG O KIM TRA CHT LNG MNG NGOI VI V TRIN KHAI, X L S C DCH V ADSL, IPTV TI NH KHCH HNG Thi gian thc hc: 7 ngy 1. MC TIU: Sau khi hc xong kho hc ny hc vin c kh nng: - Nu c cc tiu chun k thut trn ng cp ng - Nu c cc yu t nh hng n cht lng dch v IP TV, ADSL v phng php o kim tra nh gi cht lng ng cp ng trc khi trin khai dch v IP TV, ADSL - S dng c cc thit b o kim tra v nh gi c cht lng - X l cc s c bo dng cho ng dy thu bao s ADSL - Phn tch c m hnh cung cp dch v IP TV - Lp t, cu hnh dch v IPTV v kim tra thit b cho khch hng 2. I TNG Cng nhn, cn b k thut, k thut vin v khai thc vin lin quan n cng tc o kim tra cht lng mng ngoi vi, trin khai lp t v x l s c ADSL, IPTV ti cc Vin thng tnh/Thnh ph. 3. THI GIAN Thi gian thc hc: 7 ngy 4. NI DUNG Phn 1: Mng ngoi vi (Thi gian: 0,5 ngy l thuyt; 1,5 ngy thc thnh) 1. Cc tiu chun k thut trn ng cp ng
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

2. Cc yu nh hng n cht lng dch v IP TV, ADSL 3. o kim v nh gi cht lng trc khi trin khai IP TV, ADSL n khch hng 3.1. Yu cu QoS - Bng thng - Tr end-to-end - Jitter - T l mt gi - T l mt gi khi chuyn knh 3.2. S dng thit b o kim, tin hnh o kim v nh gi cht lng - in tr (Php o OHM) : - in dung (Php o CAP) : - in p mt chiu (Php o DCV) : - in p xoay chiu (Php o ACV) : - in tr mch vng (Loop Resistance) : - Pht hin cun cm (COIL DETECTION): - Pht hin nhnh cu (Bridge tap) : - Php o phn x min thi gian (Php o TDR - Time Domain Reflectometer) - Kim tra kh nng tng thch ph tn s Phn 2:Dch v IPTV (Thi gian: 0,5 ngy l thuyt; 2,5 ngy thc thnh) 1. Gii thiu chung v IPTV v cc dch v ng dng 1.1. Khi nim 1.2. Phn loi dch v IPTV - Cc dch v truyn hnh qung b - Dch v theo nhu cu (On-Demand) - Cc dch v tng tc (Interactive) - Cc dch v gia tng khc 2. Kin trc h thng cung cp dch v IPTV 2.1. M hnh tng qut 2.2. Cc thnh phn cung cp dch v Broadcast Video - B nn video thi gian thc - EPG - Broadcast Client 2.3. Cc thnh phn cung cp dch v Video theo yu cu (VoD) - H thng phn phi ni dung - Navigation server - Phn h qun l phin - Phn h bn quyn - Video pump - Phn h qun l ti nguyn - On-demand client - Cc thnh phn chung
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3. Nhng yu cu vi dch v video 3.1. H tng mng IP 3.2. Bng thng kt ni 3.3. Bng thng khng i xng 3.4. Cht lng dch v 3.5. S sn sng ca dch v 3.6. Thi gian chuyn knh i vi dch v Broadcast 4. Cc gii php k thut trin khai h thng IPTV 4.1. Gii php la chn chun nn hnh nh 4.2. La chn giao thc mng 4.3. Cc phng thc cung cp dch v IPTV 4.4. Phng thc phc v IPTV 5. Gii php cung cp dch v IPTV trn mng VNPT 5.1. H tng truyn ti 5.2. Trin khai dch v IPTV trn mng ca VNPT 5.2.1. M hnh - IP TV head - end - Phn mng truy nhp - H thng Middleware - H thng phn phi ni dung - Cc thit b v pha nh khch hng 5.2.2.. Hot ng - Phn pht d liu VoD (Unicast) - Phn pht d liu LiveTV (Muticast) - Cung cp a ch ng DHCP cho STB 5.3.Cch lp t v kim tra dch v IPTV 5.3.1. Cch lp t - Lp t modem - Lp t STB 5.3.2. Cc bc ca quy trnh kim tra li s dng phn mm VLC v WireShark Phn 3 : X l s c bo dng thu bao ADSL (Thi gian: 0,5 ngy l thuyt; 1,5 ngy thc thnh) 1. Qui trinh xac inh s c - Qui trinh x ly - inh vi cac s c chinh - Kim tra modem - Kim tra iu kin ng dy - Kim tra DSLAM - Kim tra cac thit bi tng trn 2. Cc cng c phn tch s c - Gii thiu cc phn mm phn tch s c - My o ADSL
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3. Phn tich va x l cc s c c th 3.1. Cc s c ti my tnh - Cc s c phn cng + Driver card NIC + ia chi DNS server + Gateway - Cc s c h iu hnh, phn mm, trnh duyt - Virus - Cc s c mng LAN 3.2. Cc s c ti modem - Y nghia thng dung cua cac LED trn modem router - ia chi trang web cu hinh modem router ADSL - Password modem va ng dy - Lu cu hinh - Reset modem router ADSL - oc trang thai modem router: + Li vt ly+ Li ATM+ Li PPP - Cc s c khc ti modem + Modem hot ng khng n nh + Khng ping ti modem hoc khng vo c web cu hnh modem 3.3. Cac s c v kt ni - Nhiu tai may in thoai khi thc hin hoc nhn cuc goi - Thanh cng khi ng nhp vao Internet nhng khng co m mi quay s tai may in thoai - Hong kt ni Internet nhng co m mi quay s tai may in thoai - Modem khng hoat ng khi nhn hoc thc hin cuc goi - Khng truy cp c tt c cc trang web - Khng truy cp c mt s trang web 3.4. Ty s SNR thp, nhiu trn ng cap ng - Mt goi va tc truy cp internet thp - Thng xuyn mt kt ni internet - Mt ng b vi DSLAM 3.5. Cac s c tai DSLAM - Cac s c lin quan ti phn cng - Cac s c lin quan ti vic thit lp cac tham s ADSL iu kin hc tp - Thit b thc hnh: Thc hnh trc tip trn cc thit b u cui IPTV, ADSL ang c Vin thng cc tnh s dng lp t ti nh khch hng - Hnh thc thc hnh: Gio vin hng dn c th (Cm tay ch vic), thao tc trc tip trn thit b theo nhm sau c tng kt trao i kinh nghim. Cc Bi ging kt hp video minh ha. 5. GIO VIN GING DY: Thy : Nguyn Phc Thng v cc thy trong Khoa TVT
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6. A IM: - Trng Trung hc Bu chnh Vin thng v cng ngh thng tin II - Ti cc c s Vin thng tnh

CNG LP BI DNG K THUT LP T & X L CC S C THU BAO ADSL, MYTV


(Thi gian thc hc:5 ngy)

1. MC TIU:Sau khi hc xong kha hc ny hc vin c th: - Nu c cc tiu chun k thut trn ng cp ng - Nu c cc yu t nh hng n cht lng dch v IP TV, ADSL v phng php o kim tra nh gi cht lng ng cp ng trc khi trin khai dch v IP TV, ADSL. - Ci t mt mng LAN kt ni internet. Thao tc c cc dch v trong mng LAN nh chia s d liu, ci t my in qua mng, phn quyn truy cp my tnh, khai thc cc dch v v tm hiu cu hnh TCP/IP. - Nhn bit v cu hnh cho mt s cc thit b mng. - Ci t modem ADSL, khai thc cc tnh nng modem nh: wireless security, access control list, IP filter, DHCP.. - X l cc s c my tnh, mng v modem nh hng n vic ci t ADSL. - X l cc s c bo dng cho ng dy thu bao s ADSL - Phn tch c m hnh cung cp dch v IP TV - Lp t, cu hnh dch v IPTV v kim tra thit b cho khch hng. 2. I TNG Cng nhn, cc cn b k thut, k thut vin v giao dch vin vin thng lin quan n khai thc dch v ADSL v IPTV ti cc Vin thng tnh/Thnh ph 3. THI GIAN 5 ngy tng ng 40 tit
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4. NI DUNG 1 : X L CC S C LP T, CU HNH V BO DNG THU BAO ADSL 1.1. Mng my tnh: 1.2. Cac c tinh cua mach vong thu bao 1.2.1. Kich c dy 1.2.2. Suy hao 1.3. Lp t cc thit b ADSL 1.3.1. Yu cu lp t 1.3.2. ngha cc LED v cc cng kt ni trn modem router ADSL 1.3.3. Cc bc lp t 1.3.4. X l cc s c trong qu trnh lp t 1.4. Cu hnh modem ADSL (modem c dy v modem wireless) 1.4.1. Yu cu chung - Ci t modem trn my tnh c card mng - Cu hnh ADSL s dng cng USB 1.4.2. Cc bc cu hnh 1.4.3 Khai thc cc dch v trn ADSL 1.4.3. Cc s c xy ra trong qu trnh cu hnh. 1.5. Bo dng v x l s c 1.5.1. Qui trinh xac inh s c 1.5.2. Cc cng c phn tch s c 1.5.2.1. Gii thiu cc phn mm phn tch s c 1.5.2.2. My o ADSL 1.5.3. Phn tich va x l cc s c c th 1.5.3.1. Cc s c ti my tnh 1.5.3.2. Cc s c ti modem 1.5.3.3. Cac s c v kt ni 2: DCH V IPTV 2.1. Gii thiu chung v IPTV v cc dch v ng dng 2.1.1. Khi nim 2.1.2. Phn loi dch v IPTV - Cc dch v truyn hnh qung b - Dch v theo nhu cu (On-Demand) - Cc dch v tng tc (Interactive) - Cc dch v gia tng khc 2.2. Kin trc h thng cung cp dch v IPTV 2.2.1. M hnh tng qut 2.2.2. Cc thnh phn cung cp dch v Broadcast Video 2.2.2.1. B nn video thi gian thc 2.2.2.2. EPG 2.2.2.3. Broadcast Client 2.2.3. Cc thnh phn cung cp dch v Video theo yu cu (VoD)
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2.2.3.1. H thng phn phi ni dung 2.2.3.2. Navigation server 2.2.3.3. Phn h qun l phin 2.2.3.4. Phn h bn quyn 2.2.3.5. Video pump 2.2.3.6. Phn h qun l ti nguyn 2.2.3.7. On-demand client 2.2.3.8. Cc thnh phn chung 2.3. Nhng yu cu vi dch v video 2.3.1. H tng mng IP 2.3.2. Bng thng kt ni 2.3.3. Bng thng khng i xng 2.3.4. Cht lng dch v 2.3.5. S sn sng ca dch v 2.3.6. Thi gian chuyn knh i vi dch v Broadcast 2.4. Cc gii php k thut trin khai h thng IPTV 2.4.1. Gii php la chn chun nn hnh nh 2.4.2. La chn giao thc mng 2.4.3. Cc phng thc cung cp dch v IPTV 2.4.4. Phng thc phc v IPTV 2.5. Gii php cung cp dch v IPTV trn mng VNPT 2.5.1. H tng truyn ti 2.5.2. Trin khai dch v IPTV trn mng ca VNPT 2.5.2.1. M hnh 2.5.2.2. Hot ng 2.5.3.Cch lp t v kim tra dch v IPTV 2.5.3.1. Cch lp t 2.5.3.2. Cc bc ca quy trnh kim tra li s dng phn mm VLC v WireShark 2.5.3 Tnh ton v pht trin hn 1 thu bao MyTV trn cng mt i dy cp ng. 3 : X L CC S C LP T V BO DNG THU BAO ADSL , MYTV TRN CNG MT I DY CP NG. 3.1. X l cc s c lp t. - Card mng b hng (hng, khng tip xc), ci driver sai hay khng cho php hot ng. - My tnh khng kt ni c n router. - My tnh khng kt ni c Internet (tt c cc dch v). - My tnh kt ni c mt s dch v Internet, cn mt s dch v th khng. - Mt s s c i vi mng LAN. - Internet chp chn. - Tc Internet chm.
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- Cc li lin quan n my tnh khng nhn IP Lan. - Modem hot ng khng n nh. - Vo c trang cu hnh modem nhng b treo. - Nhiu tai may in thoai khi thc hin hoc nhn cuc goi - Hong kt ni Internet nhng co m mi quay s tai may in thoai - n ADSL nhp nhy nhng khng sng. - n Status nhp nhy hoc khng sng - Ping a ch DNS server khng c - Khng truy cp c tt c cc trang web - Khng truy cp c mt s trang web - Khng m web c do thit lp thng s kt ni (Connection) v c ch Proxy. - Dch v MyTV b treo. - Cch kim tra v x l mt vi knh LiveTV b s c. - Cc li khi xc thc STB mi. - Cc li khi xc thc STB c. 3.2.X l cc s c bo dng. - Tc truy cp Internet thp do cc thit lp card mng - Tc truy cp Internet thp do my tnh nhim virus - Tc truy cp internet thp do thit b mng (nu s dng mng LAN). - ADSL mt vo thi im c nh trong ngy. - Thu bao ADSL t ng mt thng s xc thc (User v pass ca thu bao). - ADSL b mt nhng MyTV vn bnh thng. - MyTV v ADSL cng b mt. - Bn tin ARP t my tnh thuc thu bao trn DSLAM ny c th i sang DSLAM khc, lm my tnh nhn nhm a ch MAC gateway l modem thuc DSLAM khc. - Nu modem sau mt DSLAM cu hnh lm DHCP server v c s dng PVC Bridged ca dch v IPTV th STB thuc thu bao ca DSLAM khc c th ly nhm a ch IP t DHCP do modem ny cp. Do dn n tnh trng STB khng khi ng v chy dch v c. - Cc vn lin quan n an ninh mng Layer 2 nh: gi mo thng tin ARP, gi mo DHCP iu kin thc hin: - Mi lp phi c 2 gio vin ging h tr hng dn thc hnh. - m bo s lng my tnh thc hnh lp rp ti a: 5 hs/my. - C y cc thit b kt ni mng, ADLS, IPTV; ph liu, dng c thc hnh - C my chiu h tr ging dy. 5. D KIN GIO VIN GING: Thy : Nguyn Phc Thng v cc thy trong Khoa TVT
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6. a im: - Trng Trung hc Bu chnh Vin thng v cng ngh thng tin II - Ti cc c s Vin thng tnh

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CHNG TRNH KHO HC


BI DNG K THUT MY TNH, MNG MY TNH & X L CC S C THU BAO ADSL
(Thi gian thc hc: 6 ngy)

1. MC TIU: Sau khi hc xong kha hc ny hc vin c th: 1.1.Kin thc - Phn tch c cc thng s k thut ca cc thit b my tnh v mng. - Trnh by c nguyn l v quy trnh x l v vn hnh ca cc thit b mng, ADSL. - Nm vng cc m hnh v xc nh lp IP trong h thng mng LAN, WAN,... 1.2. K nng - Lp rp mt my tnh hon chnh, thay th v cu hnh cho thit b phn cng b hng trong my tnh. - Ci t h iu hnh, cc phn mm v s dng cc phn mm tin ch nh: To file Backup v phc hi h iu hnh khi b li, chia a cng, g ng bng trn my tnh, ... - Ci t mt mng LAN kt ni internet. Thao tc c cc dch v trong mng LAN nh chia s d liu, ci t my in qua mng, phn quyn truy cp my tnh, khai thc cc dch v v tm hiu cu hnh TCP/IP. - Nhn bit v cu hnh cho mt s cc thit b mng. - Ci t modem ADSL, khai thc cc tnh nng modem nh: wireless security, access control list, IP filter, DHCP.. - X l cc s c my tnh, mng v modem nh hng n vic ci t ADSL. 1.3. Thi
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C kin thc trong vic tm ti v nghin cu pht trin cc cng ngh lin quan n IP nh vn hnh IPDSLAM, IPTV,... 2. I TNG: Cng nhn, cn b k thut, k thut vin v nhn vin chm sc khch hng vin thng lin quan n khai thc dch v ADSL v mng my tnh. 3. THI GIAN: 4. NI DUNG: 1. Lp rp v ci t my tnh 1.1. Cc thnh phn c bn ca my tnh 1.2. Qui trnh tho, lp rp thay th thit b phn cng my tnh 1.3. Thit lp thng s CMOS my tnh 1.4. Ci t h iu hnh 1.5. Ci t cc phn mm thng dng, s dng cc chng trnh phc hi h thng my tnh v a, cc tin ch trong h thng 1.6. X l cc s c my tnh lm nh hng n vic ci t ADSL 2. Mng my tnh 2.1. Tng quan v mng my tnh 2.2. B giao thc TCP/IP 2.3. Tp mng 2.4. Cp v cc thit b mng 2.5. Cc dch v vi mng LAN 2.6. Xy dng mng LAN 2.7. X l cc s c mng v thit b mng my tnh 3. X l cc s c lp t, cu hnh v bo dng thu bao ADSL 3.1. Cc c tnh ca mch vng thu bao 3.2. Lp t cc thit b ADSL 3.3. Cu hnh modem ADSL 3.4. X l cc s c bo dng thu bao ADSL 5. D kin gio vin ging dy: Gio vin Khoa CNTT trng Trung hc BCVT- CNTT II 6. a im o to: Trng Trung hc Bu chnh Vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph.
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06 Ngy

CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

BI D NG K THUT QUN TR MNG DOANH NGHIP V VN PHNG


(Thi gian thc hc: 6 ngy)

CHNG TRNH KHO HC

1. MC TIU: Sau khi hc xong kha hc ny hc vin c th: 1.1. Kin thc - Nhn bit v vn dng c cc thut ton ton hc gii quyt cc bi ton trong tin hc. - Nm vng kin thc v khoa hc my tnh, cng ngh phn cng my tnh, cu trc, nguyn l hot ng ca my tnh. - Trnh by c cc k thut mng, kin trc v m hnh ni mng, k thut truyn s liu, nguyn l vn hnh ca h thng cp ni, thit b mng, cng ngh mng LAN/WAN. - Nm c kin thc v quy trnh xy dng v vn hnh h thng mng my tnh ti DN. Quy trnh x l s c my tnh v h thng mng ti DN. 1.2. K nng - Phn tch, thit k, thi cng h thng mng LAN/WAN cho DN: La chn cng ngh, lp d ton kinh ph, k hoch thi cng, lp bn hon cng. - Hoch nh, chn la cu hnh, lp t hon chnh h thng my tnh ph hp cho tng m hnh DN theo quy trnh chun. - Thi cng h thng cp ni, lp t thit b mng, cu hnh h thng chuyn mch, nh tuyn, h thng an ninh mng (vi cc cng ngh ca cc hng nh: Nexans, Cisco, Microsoft,...). - Xy dng v qun tr mi trng, ng dng, dch v mng (vi cc cng ngh nh: Microsoft, Sun, Linux, Oracle,...). Trin khai c h thng an ninh mng DN (vi cc cng ngh nh: Microsoft, Checkpoint, Cisco,...).
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- Lp h s, gim st, bo dng, ti u ha h thng my tnh v mng DN. - Nhn din v x l cc s c ca h thng phn cng, mng my tnh, my ch v cc ng dng theo quy trnh x l chun. 1.3. Thi - Bit vn dng kin thc c th ti u ha h thng mng ca n v hay doanh nghip. - Nm c quy trnh qun tr mng ca doanh nghip nh hnh nhanh cch khc phc v nng cp, bo qun. 2. I TNG: Cng nhn, cn b k thut, k thut vin v nhn vin chm sc khch hng vin thng lin quan n khai thc dch v ADSL v mng my tnh. 3. THI GIAN: 4. NI DUNG: 1. Xy dng h thng phn cng my tnh (PC) 1.1. Chon cu hinh, lp rap PC ung theo yu doanh nghip (DN). 1.2. Cai t va ti u hoa HH, phn mm. 1.3. X ly s c thng dung v phn cng va ng dung may tinh. 1.4. Cu d liu vi s c mt d liu thng dung. 1.5. Lp h s hoan cng cho h thng PC. 2. Phn tch v thit k h thng mng 2.1. Khao sat hin trang cua h thng mang DN. 2.2. Phn tch yu cu, a ra gii php tng th va ti u h thng mang DN. 2.3. Thit k h thng h tng, dich vu mng theo yu cu DN. 2.4. Lp h s d an xy dng h thng mang DN (h s d thu). 3. Thi cng h tng mng 3.1. Thi cng h thng cap, thit b mang, Racks va Servers. 3.2. Cu hinh h thng thit bi mang (LAN/WAN). 3.3. Lp h s hoan cng thi cng ha tng mang DN. 4. Xy dng h thng mng 4.1. Trin khai HH, phn mm va ng dung mang DN. 4.2. Cu hinh tai khoan va tai nguyn mang. 4.3. Cu hinh chinh sach quan tri mi trng va ngi dung mang. 4.4. Trin khai h thng lu tr, cn bng tai. 4.5. Xy dng h thng an ninh mang (Firewall, IDS/IPS). 4.6. Lp h s hoan cng xy dng h thng mang DN. 5. Qun tr h thng mng
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CHNG TRNH O TO NGN HN NM 2012 TRNG TRUNG HC BCVT CNTT II

5.1. Lp k hoach giam sat cac hang muc cua h thng cap va thit bi mang. 5.2. Lp k hoach giam sat cac hang muc cua h thng Servers (HH, ng dung va dich vu). 5.3. Lp k hoach giam sat cac hang muc cua h thng an ninh mang. 5.4. p dng quy trnh x s c x l cc s c thng dng 5.5. Nhn din v x l s c thng dung cua h thng cap ni va thit bi mang . 5.6. Nhn din v x l s c thng dung cua h thng Servers (HH va dich vu) . 5.7. Lp h s quan tri h thng mang cua DN.

5. D kin gio vin ging: Gio vin Khoa CNTT trng Trung hc BCVT- CNTT II 6. a im o to: Trng Trung hc Bu chnh Vin thng v Cng ngh thng tin II hoc ti c s Vin thng tnh/thnh ph.

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CHNG TRNH KHA HC


TING ANH CHUYN NGNH K THUT VIN THNG
(Thi gian: 2 tun)

1.

Mc tiu: Nhm mc tiu bi dng thm kin thc ca ting Anh chuyn ngnh K thut cho cc cn b, cng nhn ti cc c s Bu in. Sau kho hc hc vin c th c hiu c bn cc ti liu bng ting Anh, cc catalogue ca cc loi thit b . Hc vin kin thc c th thi nng bc th hoc thi chuyn ngch hng nm. 3. i tng: Hc vin qua o to chng trnh ngh ( trong chng trnh mn hc ting Anh l 120 tit c s v 60 tit chuyn ngnh) Hc vin c trnh tng ng chng ch A ting Anh
4. Ni dung: 4. 1. Telecommunication system 4.1.1. Reading comprehension 4.1.2.Translation 4.1.3.Language focus: passive voice 4. 2. Transmission lines 4.2.1 Reading comprehension 4.2.2. Translation 4.2.3.Language focus: relative clause 4. 3. Modulation 4.3.1. Reading comprehension 4.3.2.Translation 4.3.3. Language focus: gerund clause 4. 4. Multiplexing 4.4.1. Reading comprehension 4.4.2.Translation 4.4.3.Language focus: noun clause 4. 5. Cellular telephones ( LT: 6t, TH: 5t) 4.5.1.Reading comprehension 4.5.2.Translation 4.5.3.Language focus: conditional clause

5. D kin gio vin:


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Gio vin khoa Khoa hc c bn trng Trung hc BCVT-CNTT II 6. a im o to: Trng TH BCVT- CTTTII hoc ti cc c s

CHNG TRNH KHA HC


TING ANH CHUYN NGNH CNG NGH THNG TIN
(Thi gian: 10 ngy)

1. Mc tiu : Nhm bi dng thm kin thc ting Anh chuyn ngnh Cng ngh thng tin cho cn b, cng nhn ti cc c s bu in. Sau kho hc, hc vin c th c hiu c bn cc ti liu bng ting Anh lin quan n tin hc. 2. i tng: Hc vin qua chng trnh o to trung cp ( trong chng trnh mn hc ting Anh l 120 tit c s v 60 tit chuyn ngnh) hoc hc vin c trnh tng ng chng ch A. 3. Thi gian o to: 10 ngy 4. Ni dung : 4.1. Section1: Introduction 4.1.1. What is a computer? 4.1.2. History of computers. 4.2. Section2: Description 4.2.1. Characteristics 4.2.2. Computer capabilities and limitations 4.2.3. Hardware and software 4.3. Section 3:Kinds of computers 4.3.1. Mainframes 4.3.2. Minicomputers 4.3.3. Microcomputers 4.4. Structures: 4.4.1. Contextual reference 4.4.2. Word formation 4.4.3. Organizing information 4.4.4. Listing 4.4.5. Making comparisons 5. D kin gio vin:
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Gio vin khoa Khoa hc c bn trng Trung hc BCVT-CNTT II 6. a im o to: Trng TH BCVT- CTTTII hoc ti cc c s

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