县级烟草公司“一站式”客户服务体系的构建——以大荔县烟草公司为例

The Construction of One-stop Service System in County Tobacco Companies taking Dali Tobacco Company as An Example

县级烟草"一站式服务体系",是利用服务大厅和现代信息技术、多媒体技术,通过简政放权、优化服务流程,把县级烟草局原分属不同部门间的业务,集中于服务大厅统一办理,使品牌展示、证照办理、货物配送、管理监督等业务在一个厅室内全部办结,使相互割裂的业务成为有机统一的整体。该服务体系,具体是由一站式服务技术系统、行业形象展示系统、客户服务管理系统、员工服务管理系统、内部监督管理系统构成的一站式、信息化、立体式的服务平台。通过建立高水平服务平台,达到"客户满意"和"卷烟上水平"的预定目标。

One-stop service in County tobacco companies is to concentrate business of different departments in county tobaccobureau like brand display, license application, distribution of goods, management and supervise in the service hall by delegatingpowers to lower levels and promoting service. In this way, the separated business becomes organic integration; the service system iscomposed of systems of one-stop service technology, the image of business display, customer service management, employee servicemanagement, the internal supervision and management. Through establishing a high level service platform, one-stop service systemis presented to reach the expected target of satisfaction and tobacco level promotion.