润滑油技术服务蓝图的设计

Design of Lubricating Oil Technical Service Blueprint

润滑油技术服务的无形性,要求必须做好服务蓝图设计。从技术服务蓝图的构成和要素出发,通过实例说明绘制润滑油技术服务蓝图的步骤:识别需要、识别消费者对技术服务的经历、从消费者角度描绘服务过程、描绘前台与后台服务人员的行为、把消费者行为和服务人员行为与支持功能相连、在每个消费者行为步骤加上有形展示。服务蓝图能促使润滑油公司明确所提供的技术服务,有针对性地设计服务过程。

The invisibility of lubricant technical service requires the blueprint design of service.Starting from the composition and elements of technical service blueprint,this paper illustrates the steps of drawing lubricating oil technical service blueprint through examples: identifying needs,identifying consumers’ experience in technical service,describing service process from the perspective of consumers,describing the behavior of front-end and back-end service personnel,and putting consumers’ behavior and service personnel’s behavior and support into practice,adding tangible presentation to each consumer behavior step.Service blueprint can prompt lubricant companies to clearly provide technical services and the targeted design of service process.