共享中心“五位一体”客户服务体系变革——基于A石油公司共享服务中心建设的案例研究

"Five in one"customer service system:the case of financial shared center of a petroleum company

本文基于Burns et al.(2000)的理论框架,对A石油公司的共享服务中心客户服务体系建设过程进行案例分析。A石油公司共享服务中心从实际出发,分阶段推进,建立以客户为中心的服务管理体系。以"服务交付、客户体验、价值创造"三大基石为引领,围绕客户的需求,从服务内容、服务主体、服务对象、服务流程、质量评估、服务文化等方面开展工作,构建了"五位一体"的客户服务体系。

A petroleum company’s shared service center starts from the reality,advances in stages,and establishes a customer-centered shared service system.Guided by the three cornerstones of"service delivery,customer experience,and value creation",the"five in one"customer service system has been constructed by focusing on the needs of customers from the aspects of service content,service subject,service object,service process,quality evaluation and service culture.