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

作　　者：张启明[1] 陆建华 李守智 刘斌[1] ZHANG Qiming;LU Jianhua;LI Shouzhi;LIU Bin(State Grid Electric Power Research Institute,Nanjing 210000,China)

机构地区：[1]国网电力科学研究院,江苏南京210000

出　　处：《山东电力高等专科学校学报》2021年第2期37-40,共4页Journal of Shandong Electric Power College

摘　　要：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.

关 键 词：客户感知 无边界 服务协同 信息贯通 

分 类 号：F270.7[经济管理—企业管理]