科技查新咨询服务质量控制及流程规范化研究

Study on the Quality Control and Process Standardization in Sci-tech Novelty Retrieval and Consultation Service

在市场经济环境下,科技查新工作同样面临同行竞争的挑战,如何规范工作流程、提高产品及服务质量、优化客户体验是科技查新人员需要共同面对的问题。对查新工作中遇到的诸如客户来源、咨询接待、查新报告的质量控制以及查新工作流程设计与评价等问题进行了探讨,对一般查新工作的流程进行了细分,并将服务工作向两端延伸,以期更好地为客户提供科技查新服务。

In the market economy environment, the sci-tech novelty retrieval work faces the challenge of intratype competition. How to standardize the working process, improve the quality of products and services and optimize the customer experience are problems needing to confront by the novelty search members. This paper probes into some problems existing in sci-tech novelty retrieval such as the client resources,reception ＆ consultation, retrieval report quality control, and retrieval procedure design and evaluation, etc., makes the subdivision of the working process of general sci- tech novelty retrieval, and extends services to both ends in order to provide clients with better service.