基于客户感知的无边界化服务协同管理建设

Construction of Borderless Service Collaborative Management Based on Customer Perception

基于客户感知,结合无边界管理理论,打破企业各专业领域间的横向壁垒、各管理层间的纵向壁垒,以跨组织整合企业内部管理流程为手段,以跨组织职能和共享信息资源为途径,以区块链技术为支撑,融合企业内部专业分工与外部供应链分工,推进客户服务协同化建设,提升企业内外部间的整体协调、协同、协作能力,为客户提供良好服务体验。

Based on customer perception and combined with the theory of borderless management,the horizontal barriers between the various professional fields and the vertical barriers between all levels of management in an enterprise are broken.Taking interorganization integration of enterprise internal management process as the means,taking inter-organization functions and sharing information resources as the way,relying on the support of blockchain technology,integrating the internal professional division and the external supply chain division,the construction of customer service collaboration is promoted,and the overall coordination,collaboration and cooperation capabilities between the inside and outside of the enterprise are improved so as to provide customers with good service experience.