Company Profile

China CNR Corporation Limited is an A+H share listed company established with the approval of the State Council and authorized by the State-owned Assets Supervision and Administration Commission (SASAC) of the State Council. It was formed through the merger of China South Locomotive & Rolling Stock Corporation Limited and China North Locomotive & Rolling Stock Corporation Limited on an equal basis.

Industry Type

Rail transit industry

Company Size

Over 7,000 employees

SAP System Application Status

The company uses the SAP ECC version, and the operations and maintenance modules include MM, SD, PP, PS, FICO, and BASIS.

Business Needs

The company requires a professional SAP maintenance team to ensure stable operation of the SAP system, safeguard system data security, enhance system performance, and support improved business execution efficiency. Our company provides a 7x24 hour rapid response, a professional technical support team, and customized maintenance solutions. These services can significantly reduce system failure rates, improve maintenance efficiency, and help customers achieve long-term stable operation and cost optimization of their SAP systems.

O&M Process

01

Problem Response

During the O&M process, after thorough communication between the O&M leader and the user, the issues raised by the user are categorized into types such as operational issues, business optimization issues, development adjustment issues, and system failure issues. These issues are then qualitatively assessed in terms of priority and difficulty, and are managed through a ticketing system. The corresponding O&M engineers are assigned to handle these issues.

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02

Problem Analysis

The O&M engineers further diagnose the issues through system investigation and communication with users, and provide corresponding solutions. For development-related and system failure issues, collaborative investigation is conducted with development engineers.

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04

Requirements Analysis

Development-related and system failure issues are submitted to the development backlog and managed as development requirements.

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03

Problem Solving

The O&M engineers implement and test the solutions to resolve the corresponding issues.

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05

Ongoing Support

The issue is considered closed after user confirmation, at which point the O&M engineer updates the status of the issue management ticket; regularly track user feedback, review issue tickets, and assist users in optimizing their suggestions.

Solution

1.Project Operations and Maintenance Based on the MSC Standard O&M Management System
We strictly adhere to the MSC Standard Operations and Maintenance (O&M) Management System for project O&M tasks. From the project's inception, we align with system specifications to streamline O&M processes and clarify responsibilities at each stage. In daily operations, we follow system requirements for resource allocation, risk management, and change management. Regular internal audits and external assessments ensure ongoing compliance with MSC standards, solidifying the foundation for stable project operations. Quarterly reviews of system implementation allow for timely adjustments and optimizations, ensuring high-quality and standardized O&M services. This approach not only drives project efficiency but also meets diverse customer needs, supporting long-term project success.
2.Regular Inspections and Disaster Recovery Management Ensure System Security
To ensure the secure operation of user systems, we have established a comprehensive regular inspection plan. Professional technical personnel conduct weekly inspections of system hardware, software, and networks to identify and resolve potential issues such as hardware aging and software vulnerabilities.
Additionally, we have implemented an efficient disaster recovery management mechanism, including regular data backup and recovery drills. This ensures data integrity and enables rapid system failover to backup solutions during unexpected disasters.
Monthly summaries and analyses of inspection and disaster recovery activities help optimize processes, enhance system security and reliability, and protect user business operations from potential threats.
3.Service Quality Management Ensures Operational Efficiency
During the operations and maintenance (O&M) process, we place a high emphasis on service quality management. We have established clear service quality objectives and assessment criteria, evaluating the O&M team from multiple dimensions such as response time, problem resolution rate, and customer satisfaction.
We track the execution of O&M tasks daily to promptly identify any fluctuations in service quality and take corrective actions. Regular internal training sessions are organized to enhance the professional skills and service awareness of O&M personnel.
Every two weeks, we hold service quality assessment meetings to collect customer feedback and optimize service processes accordingly. This ensures continuous improvement in O&M efficiency and provides users with efficient and high-quality O&M services.
4.Phased Review of User Issue Tickets and Proposal of Optimization Suggestions
We adopt a phased approach to reviewing user issue tickets to enhance the level of operations and maintenance (O&M). Each month, we conduct a comprehensive review of the issue tickets from the past month, analyzing the types of problems, their frequency, and the time taken to resolve them. For high-frequency issues, we organize special discussions to identify the root causes and develop systematic solutions. At the same time, based on the handling of the tickets, we propose targeted optimization suggestions from aspects such as process optimization, technical improvement, and personnel training. Every quarter, we report to users on the results of the issue ticket review and the implementation of optimization measures, continuously improving O&M services and creating greater value for users.

Critical Deliverables

关键成果
Annually resolves 200+ user issues, with nearly 20 customized program and interface optimization projects. Provides Basis regular inspections, role-based access control, and system/database maintenance consulting. Offers 7×24 hour support during month-end, year-end, and audits, with on-site problem resolution as needed. Strong support and service have led to high customer satisfaction and long-term partnerships.

Cooperating clients

合作客户