摘要
将系统工程中的解释结构模型引入到服务蓝图设计过程中 ,首先建立服务系统的结构模型来确定系统各要素之间的相互关系和层级递阶结构 ,然后将不同层级的要素分别映射到服务蓝图中的不同行动领域 ,并基于服务流程分析 ,进一步明确不同层级要素之间的服务传递关系和具体服务内容。通过将结构模型与服务蓝图设计相结合 ,不仅可以清楚地刻画服务系统各构成要素之间的层级关系 ,而且方便了服务蓝图的设计 ,突出了服务体系与用户之间以及服务体系内部上下游职能之间的服务接触点 ,为确定服务评价内容、设计评价指标体系打下基础。最后以某电力公司居民业务扩充服务蓝图的设计为例 。
Blueprint is a technique used to describe the process of service delivery and the nature of current service system. In this paper, the interpretative structural modeling (ISM) in systems engineering was introduced into the design of service blueprint. First the relationship between the systematical structure of the elements of the service system was depicted by establishing a structural model, then the elements in different layers were mapped to different areas in the blueprint respectively; finally the specific service contents of departments on different layers are ascertained through the analysis of service process. By combining the ISM with the blueprint, we can not only describe the structure of the service system clearly, but also design the blueprint with much ease, revealing all the service contacting points in the process which are the basis for establishing the index system for evaluating service quality. We used a power company's expanding service of electro-application of residents as an example to elaborate the process of combination of ISM and blueprint.
出处
《工业工程与管理》
2003年第4期46-50,共5页
Industrial Engineering and Management
