ICS03.080.20CCSA1023黑 龍 江 省 地 方 標(biāo) 準(zhǔn)DB23/T3405—2023工業(yè)企業(yè)技術(shù)中心卓越服務(wù)創(chuàng)建指南2023-03-20發(fā)布 2023-04-19實(shí)施黑龍江省市場(chǎng)監(jiān)督管理局??發(fā)布DB23/TXXXX—XXXXDB23/TXXXX—XXXX目 次前言 II范圍 1規(guī)范性引用文件 1術(shù)語(yǔ)和定義 1服務(wù)原則 1服務(wù)流程 2創(chuàng)建要素 2附錄A（資料性）常見(jiàn)概念和實(shí)施方法 5參考文獻(xiàn) 19I前 言本文件按照GB/T1.1—2020《標(biāo)準(zhǔn)化工作導(dǎo)則 第1部分：標(biāo)準(zhǔn)化文件的結(jié)構(gòu)和起草規(guī)則》的定起草。請(qǐng)注意本文件的某些內(nèi)容可能涉及專(zhuān)利。本文件的發(fā)布機(jī)構(gòu)不承擔(dān)識(shí)別專(zhuān)利的責(zé)任。本文件由黑龍江省工業(yè)和信息化廳提出并歸口。本文件起草單位：哈爾濱榮佳盈標(biāo)準(zhǔn)化咨詢(xún)服務(wù)有限公司。本文件主要起草人：宋瑩、趙潤(rùn)淞、曹福成、陳寶亮、劉琦、焦鵬、陳毅。II工業(yè)企業(yè)技術(shù)中心卓越服務(wù)創(chuàng)建指南范圍本文件給出了工業(yè)企業(yè)技術(shù)中心卓越服務(wù)的術(shù)語(yǔ)和定義、創(chuàng)建原則、創(chuàng)建流程和創(chuàng)建要素。本文件適用于指導(dǎo)工業(yè)企業(yè)技術(shù)中心卓越服務(wù)的創(chuàng)建。規(guī)范性引用文件（包括所有的修改單適用于本文件。GB/Z41838 成功的合作業(yè)務(wù)關(guān)系管理原則術(shù)語(yǔ)和定義下列術(shù)語(yǔ)和定義適用于本文件。工業(yè)企業(yè)技術(shù)中心工業(yè)企業(yè)設(shè)立的技術(shù)研發(fā)與創(chuàng)新機(jī)構(gòu)，負(fù)責(zé)制定企業(yè)技術(shù)創(chuàng)新規(guī)劃和開(kāi)展技術(shù)研發(fā)路徑，并通過(guò)創(chuàng)卓越服務(wù)服務(wù)接觸點(diǎn)在服務(wù)發(fā)生時(shí)，服務(wù)提供組織和服務(wù)提供者與服務(wù)對(duì)象產(chǎn)生的交集互動(dòng)。共創(chuàng)利益相關(guān)方在服務(wù)的設(shè)計(jì)、實(shí)現(xiàn)和創(chuàng)新過(guò)程中參與的合作活動(dòng)。創(chuàng)建原則設(shè)計(jì)期望的體驗(yàn)1以服務(wù)對(duì)象為中心平衡利益相關(guān)方GB/Z41838跨職能管理方法額外的創(chuàng)造價(jià)值通過(guò)提供滿(mǎn)足服務(wù)對(duì)象個(gè)性化、差異化的技術(shù)服務(wù)方案，調(diào)整包括技術(shù)應(yīng)用實(shí)施、產(chǎn)業(yè)結(jié)構(gòu)優(yōu)化、產(chǎn)業(yè)之間相互協(xié)調(diào)，從而帶來(lái)可持續(xù)的價(jià)值。注：價(jià)值可以是貨幣性的，也可以是非貨幣性的。創(chuàng)建流程了解需求擬定方案方案實(shí)施與保持評(píng)價(jià)與改進(jìn)創(chuàng)建要素領(lǐng)導(dǎo)和戰(zhàn)略愿景、使命和策略2領(lǐng)導(dǎo)和管理要求卓越服務(wù)文化與員工敬業(yè)度卓越服務(wù)文化員工意識(shí)創(chuàng)造卓越的服務(wù)體驗(yàn)了解需求、期望和愿望（如法律、社會(huì)、技術(shù)、環(huán)境、競(jìng)爭(zhēng)對(duì)手、創(chuàng)新）變化更新的需要、期望和愿望。設(shè)計(jì)和更新卓越服務(wù)體驗(yàn)組織宜從服務(wù)對(duì)象的角度，設(shè)計(jì)、實(shí)施和提供卓越服務(wù)工業(yè)企業(yè)方案，包括技術(shù)研發(fā)、知識(shí)產(chǎn)權(quán)、服務(wù)創(chuàng)新管理3注1：技術(shù)創(chuàng)新可以是漸進(jìn)型，通過(guò)改進(jìn)現(xiàn)有技術(shù)的做法，也可以是突破型，通過(guò)發(fā)展和實(shí)施新技術(shù)的做法。注2：通過(guò)與知識(shí)產(chǎn)權(quán)、標(biāo)準(zhǔn)化管理相結(jié)合，帶來(lái)特殊的附加值。卓越運(yùn)營(yíng)服務(wù)創(chuàng)新融合發(fā)展組織通過(guò)推進(jìn)知識(shí)產(chǎn)權(quán)、標(biāo)準(zhǔn)化和科技創(chuàng)新融合發(fā)展,攻克共性關(guān)鍵技術(shù)、應(yīng)用標(biāo)準(zhǔn)研究成果和推廣科技計(jì)劃實(shí)施，形成創(chuàng)新融合的合作模式。通過(guò)熟悉國(guó)際標(biāo)準(zhǔn)化規(guī)則，積極參與國(guó)際標(biāo)準(zhǔn)化活動(dòng),推動(dòng)區(qū)域標(biāo)準(zhǔn)化工作,對(duì)標(biāo)達(dá)標(biāo)國(guó)際先進(jìn)標(biāo)準(zhǔn)關(guān)鍵技術(shù)指標(biāo)，以適應(yīng)新的發(fā)展格局和提升貿(mào)易便利化。在整個(gè)服務(wù)過(guò)程中，樹(shù)立數(shù)字化理念，推廣應(yīng)用數(shù)字化技術(shù),促成標(biāo)準(zhǔn)化與數(shù)字化融合發(fā)展新模式、借力數(shù)字經(jīng)濟(jì)技術(shù)與平臺(tái)，實(shí)現(xiàn)創(chuàng)新與發(fā)展。監(jiān)視活動(dòng)和結(jié)果4附 錄 A（資料性）常見(jiàn)概念和實(shí)施方法卓越服務(wù)常見(jiàn)概念A(yù).1表A.1 卓越服務(wù)常見(jiàn)概念因素原文譯文卓越服務(wù)領(lǐng)Serviceexcellencevision,missionandstrategy卓越服務(wù)的愿景、使命和戰(zhàn)略導(dǎo)和戰(zhàn)略a)Serviceexcellencevision.a)卓越服務(wù)愿景（ServiceTheorganizationshallhaveaserviceexcellencevisioninthelong組織應(yīng)具有長(zhǎng)期的卓越服務(wù)愿景。通excellencetermwhichclearlystatesitsaspirationtoconsistentlymeetand過(guò)提供卓越的服務(wù)來(lái)持續(xù)滿(mǎn)足、甚至leadershipandexceedcustomers’expectationsanddesiresthroughexceptional超越顧客的期望。愿景應(yīng)涵蓋整個(gè)組strategy）servicedelivery.Thevisionshouldembracethewhole織，并應(yīng)基于對(duì)所有利益相關(guān)方以及organizationandshouldbebasedonadeepunderstandingofthe外部環(huán)境的需求和期望，并得到深刻needsandexpectationsofallrelevantstakeholdersaswellasthe理解。externalenvironment.b)卓越服務(wù)使命b)Serviceexcellencemission.組織應(yīng)具有長(zhǎng)期使命，這將有助于制Theorganizationshallhaveamissioninthelongtermwhichwill定卓越服務(wù)戰(zhàn)略，設(shè)定實(shí)現(xiàn)卓越服務(wù)enablethedevelopmentofaserviceexcellencestrategythatsets愿景的目標(biāo)和目的。組織應(yīng)該從顧客thegoalsandobjectivestoachievetheserviceexcellence和可行性的角度來(lái)評(píng)估建立宗旨的vision.Theorganizationshouldevaluatetheproposedmission履行。statementsfromacustomerandac)卓越服務(wù)戰(zhàn)略feasibilitypointofview.組織應(yīng)將卓越服務(wù)的愿景和使命轉(zhuǎn)c)Serviceexcellencestrategy.化為書(shū)面的戰(zhàn)略計(jì)劃和可操作性目Theorganizationshalltranslateitsserviceexcellencevisionand標(biāo)。卓越服務(wù)戰(zhàn)略是整個(gè)組織戰(zhàn)略不missionintoacoherentstrategyintheformofdocumented可或缺的一部分，它描述了組織將實(shí)strategicandoperationalobjectives.Theserviceexcellence現(xiàn)什么以及如何實(shí)現(xiàn)這些目標(biāo)。strategyformsanintegralpartoftheoverallorganizational領(lǐng)導(dǎo)和管理strategyanddescribeswhattheorganizationwillachieveandhowa）領(lǐng)導(dǎo)力itwillrealizetheseobjectives各級(jí)相關(guān)管理人員應(yīng)通過(guò)持續(xù)關(guān)注Leadershipandmanagementrequirements卓越服務(wù)，并創(chuàng)建一種能贏得整個(gè)組a)Leadership.織（包括其主要利益相關(guān)者）認(rèn)同的Relevantmanagersatalllevelsshouldfocusonservice卓越服務(wù)文化來(lái)展示其領(lǐng)導(dǎo)力。應(yīng)該excellenceandcreateaserviceexcellenceculturethatcaptures將組織的績(jī)效與卓越服務(wù)的績(jī)效直thewholeorganization,includingitskeystakeholders.They接聯(lián)系起來(lái)。5表A.1 (續(xù))因素原文譯文shouldlinktheperformanceoftheorganizationdirectlywiththeb）共同努力，明確責(zé)任和目標(biāo)performanceregardingserviceexcellence.管理者應(yīng)該通過(guò)強(qiáng)有力的領(lǐng)導(dǎo)和以b)Sharingefforts,definedresponsibilitiesandobjectives.身作則創(chuàng)造一個(gè)讓員工能夠提供出Managers,throughstrongleadershipandleadingbyexample,色顧客體驗(yàn)的環(huán)境。shouldcreateanenvironmentinwhichemployeesareabletoc）員工授權(quán)和參與deliveroutstandingcustomerexperiences.在卓越服務(wù)環(huán)境中，員工應(yīng)該為顧客c)Employeeempowermentandengagement.做超預(yù)期的服務(wù)，以提供卓越的個(gè)性Inaserviceexcellenceenvironment,employeesshouldgoabove化體驗(yàn)。andbeyondwhattheyareexpectedtodoforcustomersinordertodeliveroutstandingandpersonalizedexperiences.卓越服務(wù)文ServiceexcellencecultureServiceexcellencecultureDefiningtheserviceexcellenceculture.Theserviceexcellencecultureshouldmirrortheorganization'svalues,attitudesandbehaviours.Thisenablestheexecutionoftheserviceexcellencestrategywhichultimatelyleadstocustomerdelight.CommunicatingtheserviceexcellencecultureAcontinuousinternalandexternalcommunicationisessentialtosustainandfurtherdeveloptheserviceexcellenceculture.Implementingtheserviceexcellenceculture.Asdescribedintheotherelementsoftheserviceexcellencemodel,thecultureshouldbeingrainedinallpracticesoftheorganization.EmployeeengagementRecruitmentandinductionofnewemployees.Duringtherecruitmentandonboardingphase,astrongfocusshouldlieontheserviceexcellenceattitudesandbehavioursofnewemployees.b)Settingorganizationalservicestandardsanddeliveringtheservicepromise.ContinuouslearninganddevelopmentofemployeesThedeliveryofoutstandingcustomerexperiencesisseenasaprofessionforwhichacontinuouslearningattitudeisexpectedfromallemployees,regardlessoftheirlevelofexperience.Feedbackofcustomersatanemployeeorteamlevel.Sincetheexperienceperceivedbycustomerscanstronglydifferfromthebeliefofthemanagementinthedeliveredcustomerexperience,organizationsshouldregularlyseekcustomerexperiencefeedback.Evaluationandassessmentofemployees.Theserviceorientationofemployeesshouldberegularly卓越服務(wù)文化化和員工參a）卓越服務(wù)文化與（Service卓越服務(wù)文化應(yīng)該反映組織的價(jià)值excellence觀、態(tài)度和行為。這有助于執(zhí)行卓越cultureand服務(wù)戰(zhàn)略，最終讓顧客滿(mǎn)意。employeeb）傳播卓越服務(wù)文化engagement）持續(xù)的內(nèi)部和外部溝通對(duì)于維持和進(jìn)一步發(fā)展卓越服務(wù)文化至關(guān)重要。c）實(shí)施卓越服務(wù)文化正如卓越服務(wù)模式的其他要素所述，這種文化應(yīng)該在組織的所有實(shí)踐中根深蒂固。員工參與a）新員工的招聘和入職培訓(xùn)在招聘和入職階段，應(yīng)重點(diǎn)關(guān)注新員工對(duì)卓越服務(wù)的態(tài)度和行為。b）員工的持續(xù)學(xué)習(xí)和發(fā)展提供卓越的顧客體驗(yàn)被視為一種職業(yè)素養(yǎng)，所有員工都應(yīng)該對(duì)這種職業(yè)能力保持持續(xù)的學(xué)習(xí)態(tài)度，無(wú)論他們的經(jīng)驗(yàn)水平如何。c）員工／團(tuán)隊(duì)層面的顧客反饋由于顧客實(shí)際感受到的體驗(yàn)可能與組織管理層理解的顧客體驗(yàn)不同，因此，組織應(yīng)該定期尋求顧客的反饋。d）對(duì)員工的評(píng)價(jià)和評(píng)估應(yīng)定期評(píng)估員工的服務(wù)取向。員工應(yīng)該證明他們盡最大的努力為顧客服務(wù)。e）識(shí)別和認(rèn)可系統(tǒng)6表A.1 (續(xù))因素原文譯文evaluated.Employeesshoulddemonstratethattheyhave識(shí)別認(rèn)可管理是卓越服務(wù)戰(zhàn)略最重consistentlyhelpedandservedcustomersinanoutstandingway.要的一部分。e)Recognitionoracknowledgementsystemf）員工反饋機(jī)制Arecognitionpolicyisoneofthemostimportantpartsofthe組織應(yīng)收集員工的反饋，以加強(qiáng)員工serviceexcellencestrategy.的參與度并提高服務(wù)質(zhì)量。f)Employeefeedbackmechanism.Theorganizationshallcollectfeedbackfromtheiremployeestostrengthenemployeeengagementandimproveserviceexcellence.創(chuàng)造卓越的Understandingcustomerneeds,expectationsanddesires了解顧客需求、預(yù)期和愿望顧客體驗(yàn)a)Scopeanddepthoflisteningtocustomers.a）傾聽(tīng)顧客的范圍和深度（CreatingTheorganizationshouldhaveinplaceapermanentsystemwhich組織應(yīng)該持續(xù)傾聽(tīng)和跟蹤顧客的期outstandinglistenstoandtrackstheexpectationsanddesiresofcustomers,as望和愿望，以及顧客現(xiàn)有需求和需求customerwellasexistingandchangingcustomerneeds.的改變。experiences）b)Organizationofdataacquisitionanduse.b）采集數(shù)據(jù)并使用Theorganizationshouldconsistentlyresearchcustomerneeds,組織應(yīng)該使用各種方法持續(xù)研究顧expectationsanddesiresusingvariousmethods.Thisshouldbe客的需求、愿望和期望。這應(yīng)該從顧fromarelationshipperspectiveaswellasthroughallcustomer客的視角出發(fā)，貫穿顧客旅程journeys.c）適應(yīng)顧客的需求、預(yù)期和愿望c)Adaptingtocustomerneeds,expectationsanddesires.客戶(hù)通常期望產(chǎn)品和服務(wù)保持適應(yīng)Itisusualforcustomerstoexpectproductsandservicestoremain性，并根據(jù)變化進(jìn)行更新，無(wú)論其來(lái)adaptiveandupdatedinresponsetochanges,whatevertheorigin源是什么（例如法律、社會(huì)、技術(shù)、is(e.g.legal,social,technological,environmental,fashion,環(huán)境、時(shí)尚、競(jìng)爭(zhēng)對(duì)手、創(chuàng)新）competitors,innovation).設(shè)計(jì)和更新卓越的客戶(hù)體驗(yàn)Designingandrenewingoutstandingcustomerexperiencesa）設(shè)計(jì)并記錄客戶(hù)體驗(yàn)。a)Designinganddocumentingthecustomerexperience.目標(biāo)體驗(yàn)應(yīng)該從客戶(hù)的角度進(jìn)行設(shè)Thetargetedexperiencesshouldbedesignedfromthecustomer計(jì)，包括客戶(hù)需求和旅程，以及客戶(hù)perspective,includingcustomerneedsandjourneysandthe和員工的情感結(jié)果。emotionalresultsforbothcustomersandstaff.b）制定組織服務(wù)標(biāo)準(zhǔn)，兌現(xiàn)服務(wù)承b)Settingorganizationalservicestandardsanddeliveringthe諾servicepromise.為了提供所需的客戶(hù)體驗(yàn)，組織應(yīng)制Inordertodeliverthedesiredcustomerexperiences,the定并保持市場(chǎng)領(lǐng)先的內(nèi)部標(biāo)準(zhǔn)，并定organizationshouldsetandmaintain期超越其服務(wù)承諾。market-leadinginternalstandardsandregularlyexceeditsservicec）在整個(gè)組織中部署客戶(hù)體驗(yàn)概念。promise.客戶(hù)體驗(yàn)概念應(yīng)記錄部署要求。c)Deploymentofthecustomerexperienceconceptthroughoutthed）卓越服務(wù)恢復(fù)organization.以個(gè)人和令人驚訝的方式幫助客戶(hù)Thecustomerexperienceconceptshoulddocumentrequirements解決出現(xiàn)或存在的問(wèn)題和投訴，是創(chuàng)fordeployment.造卓越客戶(hù)體驗(yàn)和客戶(hù)愉悅感的重d)Servicerecoveryexcellence要前提。Helpingcustomerswitharisingorexistingproblemsand服務(wù)創(chuàng)新管理7表A.1 (續(xù))因素原文譯文complaintsinanindividualandsurprisingwayisanimportanta）創(chuàng)新文化prerequisiteforcreatingoutstandingcustomerexperiencesand組織應(yīng)該從客戶(hù)和員工的角度激勵(lì)customerdelight.和培養(yǎng)卓越服務(wù)創(chuàng)新文化。它應(yīng)該鼓Serviceinnovationmanagement勵(lì)創(chuàng)造性、創(chuàng)造性和實(shí)驗(yàn)性，以便引a)Innovationculture入新的想法和實(shí)踐。Theorganizationshouldstimulateandfosteraserviceexcellenceb）結(jié)構(gòu)化創(chuàng)新過(guò)程。innovationculturefromtheperspectiveofcustomersand組織應(yīng)該有一個(gè)結(jié)構(gòu)化的創(chuàng)新過(guò)程，employees.Itshouldencouragecreativity,inventivenessand定期引入卓越服務(wù)創(chuàng)新。experimentationinordertointroducenewideasandpractices.b)Structuredinnovationprocess.Theorganizationshouldhaveastructuredinnovationprocesstointroduceserviceexcellenceinnovationsonaregularbasis.卓越運(yùn)營(yíng)服Managingcustomer-experience-relatedefficientandeffective管理與客戶(hù)體驗(yàn)相關(guān)的高效流程和務(wù)processesandorganizationalstructure組織結(jié)構(gòu)（Operationala)Managingcustomer-experience-relatedprocesses.a）管理與客戶(hù)體驗(yàn)相關(guān)的流程。serviceAnorganizationshouldaligninternalprocessesanditsprocesses組織應(yīng)使內(nèi)部流程及其流程與合作excellence）withpartnersinordertoreacttovariationsincustomerneeds,伙伴保持一致，以便對(duì)客戶(hù)需求、期expectationsanddesires.望和愿望的變化做出反應(yīng)。b)Deployingcustomer-experience-relatedtechnologiesandb）部署與客戶(hù)體驗(yàn)相關(guān)的技術(shù)和技techniques.巧。Technologiesandtechniquesshouldhelptheorganizationto技術(shù)和技巧應(yīng)有助于組織提供卓越deliveroutstandingcustomerexperiences.Theycanalsohelpthe的客戶(hù)體驗(yàn)。他們還可以幫助組織管organizationtomanageserviceexcellenceandsupportemployees理卓越服務(wù)，并支持員工的日常工intheirdailywork.作。c)Managementoforganizationalstructuresandpartnerships.c）管理組織結(jié)構(gòu)和伙伴關(guān)系。Anorganizationshouldhaveastructurethatisflexible,especially一個(gè)組織應(yīng)該有一個(gè)靈活的結(jié)構(gòu)，特withregardtotheneedsandrequirementsofcustomersand別是考慮到客戶(hù)和員工的需求和要employees.求。Monitoringserviceexcellenceactivitiesandresults監(jiān)視卓越服務(wù)活動(dòng)和結(jié)果a)Causalrelationships.a）因果關(guān)系。Theorganizationshouldunderstandthemostimportant組織應(yīng)該了解卓越服務(wù)效果鏈要素determinantsormetricsoftheelementsoftheserviceexcellence的最重要決定因素或指標(biāo)及其關(guān)系。effectchainandtheirrelationsb）使用績(jī)效指標(biāo)。b)Useofperformanceindicators.基于因果關(guān)系，組織應(yīng)使用一組輸Basedonthecausalrelationshipstheorganizationshoulduseaset入、吞吐量、輸出和結(jié)果指標(biāo)來(lái)管理ofinput,throughput,outputandoutcomemetricstomanageand和改進(jìn)卓越服務(wù)概念。improvetheserviceexcellenceconcept.hips.c）使用測(cè)量工具。c)Useofmeasurementtools.組織應(yīng)在持續(xù)和客觀的基礎(chǔ)上使用Theorganizationshouldusemeasurementtoolsonacontinuous測(cè)量工具。andobjectivebasis.d）在作戰(zhàn)、戰(zhàn)術(shù)和戰(zhàn)略層面使用指8表A.1 (續(xù))因素原文譯文d)Useofmetricsonoperational,tacticalandstrategiclevels.標(biāo)。Metricsshouldbeusedtosupportandfosterthepositiveservice指標(biāo)應(yīng)用于支持和培養(yǎng)組織的積極cultureoftheorganizationanddevelopgoodpracticesinto服務(wù)文化，并將良好實(shí)踐發(fā)展為優(yōu)秀excellentpractices.實(shí)踐。卓越服務(wù)常見(jiàn)實(shí)施方法A.2表A.2 卓越服務(wù)常見(jiàn)實(shí)施方法項(xiàng)目原文譯文卓越服務(wù)領(lǐng)Serviceexcellencevision,missionandstrategy卓越服務(wù)的愿景、使命和戰(zhàn)略導(dǎo)和戰(zhàn)略Appropriatepracticesforthedevelopmentandimplementationof制定和實(shí)施卓越服務(wù)愿景、使命和戰(zhàn)（Servicetheserviceexcellencevision,missionandstrategycaninclude:略的適當(dāng)做法包括：excellence1)theproductionofaninspiringvisiondocumentwhichiswidely1）編寫(xiě)一份愿景文件，主動(dòng)通知，leadershipandcirculatedandgainsacceptancebyallstakeholders;并得到所有利益相關(guān)方的認(rèn)可；strategy）2)therealizationofstrategyworkshopswithkeystakeholdersin2）與主要利益相關(guān)者共同舉辦戰(zhàn)略ordertodevelopaserviceexcellencevision,missionandstrategy;研討會(huì)，共同制定卓越服務(wù)愿景、使3)thesettingupofcustomeradvisoryboards.命和戰(zhàn)略；Leadershipandmanagementrequirements3）建立顧客咨詢(xún)委員會(huì)。a)Leadship領(lǐng)導(dǎo)和管理Appropriatepracticesforimplementationcaninclude:a領(lǐng)導(dǎo)力1)implementingorganizationaldevelopmentprogrammes實(shí)施的適當(dāng)做法可包括：supportedbychangemanagementforserviceexcellence1）實(shí)施由變革管理支持的組織發(fā)展conceived,deliveredorbothbyadedicatedstructure(e.g.service計(jì)劃，以實(shí)現(xiàn)由專(zhuān)門(mén)機(jī)構(gòu)（如服務(wù)性academies);機(jī)構(gòu)）提出和／或交付的卓越服務(wù)；2)managersunderstandinganddevelopingserviceexcellence管理者了解并發(fā)展卓越服務(wù)能力，capabilitiesandusingmentoringprogrammesandcoachingfor并通過(guò)指導(dǎo)計(jì)劃和輔導(dǎo)來(lái)實(shí)現(xiàn)卓越serviceexcellence;服務(wù)；3)effectivelyengagingstakeholdersbyorganizing360°feedback3）通過(guò)組織全面的反饋，有效地贏involvingalsocustomers,peersandemployees;得利益相關(guān)者的認(rèn)同；4)usingfeedbackinformationasakeyinputforthedevelopment4）在卓越服務(wù)過(guò)程中，將反饋信息andreviewintheserviceexcellenceobjectives;作為卓越服務(wù)目標(biāo)進(jìn)展和審視的關(guān)5)managerssettingandcommunicatingthedirectionandfocuson鍵切入點(diǎn)；serviceexcellenceaswellassharingandpromotingbest5）管理者設(shè)定和傳達(dá)方向，聚焦卓practices;越服務(wù)，分享和推廣最佳實(shí)踐；6)creatingaserviceexcellenceculturebyinvolvingmanagersfor6）管理者每年至少有兩天時(shí)間參與twodaysperyearatminimuminacustomer-facingunit.到面向顧客的部門(mén)，以此創(chuàng)造卓越的b)Sharingefforts,definedresponsibilitiesandobjectives.服務(wù)文化。Appropriatepracticesforimplementationcaninclude:b）共同努力，明確責(zé)任和目標(biāo)9表A.2 (續(xù))項(xiàng)目原文譯文1）Personaldevelopmentprogrammesforallcompetenciesand實(shí)施的適當(dāng)做法可包括：behaviours(e.g.trainingofemotionalandsocialcompetence);1）針對(duì)所有能力和行為的個(gè)人發(fā)展2）Theuseofstorytelling(e.g.recountinggoodorbadstoriesof（例如情感和社交能力的培訓(xùn)serviceexcellence);2）使用講故事的方式（例如，講述3)Cross-functionalsolutionteamsandcustomerexperienceboard優(yōu)秀服務(wù)的優(yōu)秀案例或反面案例）；formonitoringserviceexcellenceperformance;3）組建用于監(jiān)視卓越服務(wù)績(jī)效的跨4)Managementencouragingeveryonetotakeownershipinshared部門(mén)解決方案團(tuán)隊(duì)和顧客體驗(yàn)委員activitiesandresults;會(huì)；5)Managementdeployingprogrammesthatensurethe4）管理層鼓勵(lì)每個(gè)人在分享的活動(dòng)acknowledgementofallemployees’effortsaspartoftheresults和成果中具有所有權(quán)；obtained;5）管理層應(yīng)制定計(jì)劃，確保所有員6)Translatingtheserviceexcellencestrategyintoits工的努力作為所獲結(jié)果的一部分得organizationalobjectiveswithabalancedtop-down,bottom-up到認(rèn)可；approachasapartoftheorganization’sregularplanningand將卓越服務(wù)戰(zhàn)略轉(zhuǎn)化為組織目標(biāo)。controlcycle.Theoutcomeofsuchaprocessisthateach采用自上而下／自下而上的平衡方department,teamandemployeeisabletolinktheirown法作為組織常規(guī)計(jì)劃和控制周期的objectivesandindividualactionswiththeserviceexcellence一部分；strategy;7)與提供卓越服務(wù)有關(guān)的角色和責(zé)7)Rolesandresponsibilitiesrelatingtotheprovisionofservice任。excellence.c）員工授權(quán)和參與c)Employeeempowermentandengagement實(shí)施的適當(dāng)做法可包括：Appropriatepracticesforimplementationcaninclude:1）管理層通過(guò)授權(quán)來(lái)鼓勵(lì)、支持和1)managementencouraging,supportingandenablingemployees幫助員工充分發(fā)揮潛力。例如授權(quán)使toreachtheirfullpotentialbydelegatingauthorityandduties,for用資源，授權(quán)予以顧客補(bǔ)償（如預(yù)算exampledelegatingresourceauthorityorcustomer授權(quán)），給予員工實(shí)施的自由；compensation(e.g.budgetauthority),givingemployeesafreedom2）建立團(tuán)隊(duì)建設(shè)文化；toact;3）將這方面內(nèi)容納入經(jīng)理的薪酬體2）settingupacultureofteambuilding;系，增強(qiáng)對(duì)授權(quán)的接受度；3)enhancingtheacceptanceofempowermentbyintegratingthis4）對(duì)管理層在授權(quán)方法方面進(jìn)行培aspectintotherewardsystemofmanagers;訓(xùn)；4)trainingofmanagementindealingwithempowerment5）使用適當(dāng)?shù)墓ぞ邔?shí)現(xiàn)對(duì)顧客的全measures;方位觀察，并隨時(shí)改進(jìn)服務(wù)；5)usingappropriatetoolsforachievingadeepandcomplete6）開(kāi)發(fā)有效的溝通系統(tǒng)，讓員工參understandingofcustomersandspeedilyworkingtowardsservice與決策過(guò)程，并定期收集有關(guān)卓越服improvements;務(wù)績(jī)效的反饋，為個(gè)人發(fā)展提供支6)thedevelopmentofaneffectivecommunicationsystemin持。whichemployeesareengagedindecision-makingprocessesaswellasreceivingregularfeedbackonserviceexcellenceperformanceandprovisionofsupportforpersonaldevelopment.卓越服務(wù)文Serviceexcellenceculture卓越服務(wù)文化10表A.2 (續(xù))項(xiàng)目原文譯文化和員工參a)Definingtheserviceexcellenceculturea）定義卓越服務(wù)文化與（ServiceAppropriatepracticesforimplementationcaninclude:實(shí)施的適當(dāng)做法可包括：excellence1)organizingstrategyworkshops;1）組織戰(zhàn)略研討會(huì)；cultureand2)documentingtheserviceexcellencecultureinacodeof2）將卓越服務(wù)文化記錄在行為準(zhǔn)則employeeconductoraservicestatementanddeployingit;或服務(wù)聲明中，并加以實(shí)施；engagement）3)definingSMART(specific,measurable,achievable,relevant3）定義SMART措施以監(jiān)視實(shí)施過(guò)程andtime-bound)measurestomonitortheprogressofthe的進(jìn)度。implementationprocess;4）貫徹反思性實(shí)踐和從失敗中學(xué)習(xí)4)implementingacultureofreflectivepracticeandlearningfrom的文化。failures.b）傳播卓越服務(wù)文化b)Communicatingtheserviceexcellenceculture適當(dāng)?shù)膶?shí)施行為可包括：Appropriatepracticesforimplementationcaninclude:1）內(nèi)部使用政策、行為準(zhǔn)則、研討1)internaluseofpolicies,codesofconduct,workshops,training,會(huì)、培訓(xùn)、廣告、網(wǎng)站、社交媒體、advertisements,websites,socialmedia,interviews,speechesand采訪、演講和調(diào)查；surveys;2）外部使用服務(wù)聲明、網(wǎng)站、營(yíng)銷(xiāo)2）externaluseofservicestatements,websites,marketingcampaigns,advertisements,socialmedia,interviews,speeches,調(diào)查、展會(huì)和展覽、公共關(guān)系以及與surveys,fairsandexhibitions,publicrelationsandeventswith客戶(hù)的活動(dòng)。customers.c）實(shí)施卓越服務(wù)文化c)Implementingtheserviceexcellenceculture實(shí)施的適當(dāng)做法可包括：Appropriatepracticesforimplementationcaninclude:1）組織戰(zhàn)略研討會(huì)；1)organizingstrategyworkshops;2）在行為準(zhǔn)則或服務(wù)聲明中記錄卓2)documentingtheserviceexcellencecultureinacodeof越服務(wù)文化；conductoraservicestatementanddeployingit;3）組織內(nèi)部交流會(huì)；3)organizinginternalfairs;4）改進(jìn)內(nèi)部網(wǎng)站或企業(yè)社交網(wǎng)絡(luò)；4)promotingintranetorenterprisesocialnetwork5）在經(jīng)理和員工的個(gè)人目標(biāo)協(xié)議中communication;納入服務(wù)文化目標(biāo)。5)includingserviceculturetargetsintheindividualtarget員工參與agreementsformanagersandemployees.a）新員工的招聘和入職培訓(xùn)Employeeengagement實(shí)施的適當(dāng)做法可包括：a)Recruitmentandinductionofnewemployees.1）使用招聘和選擇工具來(lái)驗(yàn)證潛在Appropriatepracticesforimplementationcaninclude:員工的服務(wù)態(tài)度；1)usingrecruitmentandselectiontoolstoverifyserviceattitudes2）讓顧客參與選擇過(guò)程；ofpotentialemployees;3）在試用期內(nèi)和試用期后開(kāi)展指導(dǎo)2)utilizingaggregatecustomerfeedbacktohelpshapethe／輔導(dǎo)。recruitmentandselectionprocesses;b）員工的持續(xù)學(xué)習(xí)和發(fā)展3)organizingmentoringorcoachingonthejobduringandafter實(shí)施的適當(dāng)做法可包括：theprobationaryperiod.在組織的其他部門(mén)（或客戶(hù)組織）b)Continuouslearninganddevelopmentofemployees內(nèi)開(kāi)展學(xué)徒制、工作共擔(dān)和人員借Appropriatepracticesforimplementationcaninclude:調(diào)；11表A.2 (續(xù))項(xiàng)目原文譯文1)organizingapprenticeships,jobsharingandsecondments2）使用個(gè)人發(fā)展計(jì)劃來(lái)提高服務(wù)質(zhì)withinotherdepartmentsoftheorganization(oratthecustomer’s量；organization);3）在服務(wù)場(chǎng)景中使用專(zhuān)業(yè)演員進(jìn)行2)usingpersonaldevelopmentplanstoincreaseservice角色扮演；excellence;4）認(rèn)可并積極強(qiáng)化預(yù)期的卓越服務(wù)3)usingprofessionalactorsforroleplayingduringservice行為。deliverytrainingscenarios;c）員工／團(tuán)隊(duì)層面的顧客反饋4)recognizingandpositivelyreinforcingdesiredservice實(shí)施的適當(dāng)做法可包括：excellencebehaviours.1）在交易閉環(huán)反饋）、關(guān)系評(píng)估、c)Feedbackofcustomersatanemployeeorteamlevel投訴、建議和贊許的基礎(chǔ)上衡量顧客Appropriatepracticesforimplementationcaninclude:體驗(yàn)；1)measuringcustomerexperiencesonatransactionbasis2）定期評(píng)估與顧客的關(guān)系。顧客經(jīng)(closed-loopfeedback),relationshipevaluations,complaints,理和負(fù)責(zé)關(guān)系的團(tuán)隊(duì)?wèi)?yīng)該收集反饋suggestionsandcompliments;結(jié)果；2)evaluatingtherelationshipperiodicallywithcustomers;3）持續(xù)向所有員工提供顧客反饋；accountmanagersandteamsresponsiblefortherelationship4）鼓勵(lì)使用顧客評(píng)論。receivetheresults;d）對(duì)員工的評(píng)價(jià)和評(píng)估3)presentingcustomerfeedbackonacontinuousbasistoall實(shí)施的適當(dāng)做法可包括：employees;1）使用包括共情在內(nèi)的，基于卓越4)encouragingandusingcustomerreviews.的評(píng)估工具；d)Evaluationandassessmentofemployees.2）在個(gè)人層面采取能力或結(jié)合結(jié)果Appropriatepracticesforimplementationcaninclude:的目標(biāo)（導(dǎo)向型）協(xié)議。1)useofevaluationandassessmenttoolsbasedone）識(shí)別和認(rèn)可系統(tǒng)excellence-drivenkeyperformanceindicators(KPIs),including實(shí)施的適當(dāng)做法可包括：empathy;1）慶祝成功和勝利；2)useoftargetagreementswithcompetences,resultsorbothon2）利用定期全面的顧客和利益相關(guān)anindividuallevel.方的反饋，來(lái)實(shí)施獎(jiǎng)勵(lì)計(jì)劃／認(rèn)可制e)Recognitionoracknowledgementsystem度，表彰優(yōu)秀的服務(wù)行為；Appropriatepracticesforimplementationcaninclude:3）使用非經(jīng)濟(jì)獎(jiǎng)勵(lì)，例如，讓員工1)celebratingsuccessesandwins;參與內(nèi)部培訓(xùn)，在內(nèi)部和外部演示中2)implementingrewardprogrammesorrecognitionsystemsfor代表組織，并將他們整合到服務(wù)改進(jìn)excellentservicebehaviourusingregular360°customerand／創(chuàng)新工作組中。stakeholderfeedback;f）員工反饋機(jī)制3)useofnon-financialrewards,forexample,byinvolving實(shí)施的適當(dāng)做法可包括：employeesininternaltraining,representingtheorganizationin1）組織與最高管理層和員工的非正internalandexternalpresentationsandintegratingtheminservice式會(huì)議;improvementorinnovationtaskforces.2）向員工提供一個(gè)可以直接聯(lián)系董f)Employeefeedbackmechanism事會(huì)成員和最高管理層的電子郵件，Appropriatepracticesforimplementationcaninclude:以便員工提交想法、問(wèn)題和投訴，并1)Organizinginformalsessionswithseniormanagementand保證員工能及時(shí)得到答復(fù)；12表A.2 (續(xù))項(xiàng)目原文譯文employees;Settingupanemailaddressforemployeestodirectlycontactboardmembersandtopmanagementforsubmittingideas,questionsandcomplaints.Employeesareguaranteedtoreceiveatimelypersonalanswer;Conductingimprovement-drivenemployeesurveys,forexample,employeesatisfaction,commitmentandmotivationsurveys.3）開(kāi)展以改進(jìn)為導(dǎo)向的員工調(diào)查，例如，員工滿(mǎn)意度調(diào)查和激勵(lì)調(diào)查。創(chuàng)造卓越的Understandingcustomerneeds,expectationsanddesires了解顧客需求、預(yù)期和愿望顧客體驗(yàn)a)Scopeanddepthoflisteningtocustomersa）傾聽(tīng)顧客的范圍和深度（CreatingAppropriatepracticesforimplementationcaninclude:實(shí)施的適當(dāng)性做法可包括：outstanding1)usingmethodslike“voiceofthecustomer”,laddering1）使用“顧客之聲”、階梯技術(shù)或customertechniqueorotherformsofobservationandinterviewing其他形式的觀察和訪談技術(shù)；experiences）techniques;與顧客共同創(chuàng)造服務(wù)（例如外包、2)organizingtheco-creationofserviceswithcustomers(e.g.基于經(jīng)驗(yàn)的共同設(shè)計(jì)）；crowdsourcing,experience-basedco-design);3）了解未來(lái)趨勢(shì)，組織趨勢(shì)調(diào)查。3)developinganunderstandingoffuturetrendsandorganizingb）數(shù)據(jù)采集與運(yùn)用trendscouting.實(shí)施的適當(dāng)做法可包括：b)Organizationofdataacquisitionanduse1）使用顧客關(guān)系管理（CRM）工具中Appropriatepracticesforimplementationcaninclude:的信息；1)usinginformationfromacustomerrelationshipmanagement2）在產(chǎn)品發(fā)布前與顧客一起測(cè)試產(chǎn)(CRM)tool;品和關(guān)注服務(wù)體驗(yàn)；2)testingproductsandtheserviceexperiencewithcustomers（即beforelaunch;那些直接與顧客接觸的員工）定期會(huì)3)ensuringregularpresenceofthetopmanagementwith面。employeesonthefrontline(i.e.thoseindirectcontactwithc）適應(yīng)顧客的需求、預(yù)期和愿望customers)實(shí)施的適當(dāng)性做法可包括：c)Adaptingtocustomerneeds,expectationsanddesires1）開(kāi)展趨勢(shì)研究，跟蹤和預(yù)測(cè)趨勢(shì)Appropriatepracticesforimplementationcaninclude:變化；1)conductingtrendstudies;followingandanticipatingtrends;2）安排流程再造；2)organizingprocessre-engineering;3）實(shí)施不斷發(fā)展的變革管理；3)implementingongoingchangemanagement;4）使用“顧客之聲”等方法，將已4)usingmethodslike“voiceofthecustomer”inordertotranslate表達(dá)和未表達(dá)的客戶(hù)需求轉(zhuǎn)化為實(shí)expressedandunexpressedcustomerrequirementsintocritical際服務(wù)。servicerequirements.設(shè)計(jì)和更新卓越的用戶(hù)體驗(yàn)Designingandrenewingoutstandingcustomerexperiencesa）設(shè)計(jì)和記錄用戶(hù)體驗(yàn)a)Designinganddocumentingthecustomerexperience實(shí)施的適當(dāng)性做法可包括：Appropriatepracticesforimplementationcaninclude:1）開(kāi)發(fā)并使用服務(wù)藍(lán)圖；1)developingandusingserviceblueprints;2）研究客戶(hù)旅程中的情緒因素并創(chuàng)2)researchingemotionsduringcustomerjourneysandcreating建客戶(hù)細(xì)分、客戶(hù)資料和客戶(hù)角色；13表A.2 (續(xù))項(xiàng)目原文譯文customersegments,profilesand/orpersonas;3）使用關(guān)鍵事件技術(shù)；3)usingthecriticalincidenttechnique;4）定義與品牌價(jià)值相一致的服務(wù)態(tài)4)definingserviceattitudesalignedwithbrandvaluesand度，并將其轉(zhuǎn)化為員工行為和客戶(hù)旅translatingtheseintoemployeebehaviourandrequirementsfor程要求；customerjourneys;5）與員工密切合作（基于體驗(yàn)的共5)usingworkshopsforcustomersandemployeestoco-design同設(shè)計(jì)），為客戶(hù)和員工組織研討會(huì)customerjourneysleadingtothetargetedcustomerexperience,來(lái)共同設(shè)計(jì)客戶(hù)旅程，從而實(shí)現(xiàn)有針doneinclosecooperationwithemployees(experience-based對(duì)性的客戶(hù)體驗(yàn)；co-design);6）共享客戶(hù)體驗(yàn)文檔以消除組織內(nèi)6)sharingcustomerexperiencedocumentationtoovercomethe部出現(xiàn)的孤島心態(tài)（例如，使用內(nèi)部silomentalitywithinanorganization(i.e.byusinginternalonline在線平臺(tái)）。platforms).b）制定服務(wù)標(biāo)準(zhǔn)并兌現(xiàn)服務(wù)承諾b)Settingorganizationalservicestandardsanddeliveringthe實(shí)施的適當(dāng)性做法可包括：servicepromise1）向客戶(hù)傳達(dá)明確制定的服務(wù)水平Appropriatepracticesforimplementationcaninclude:和高滿(mǎn)意度。這可以通過(guò)服務(wù)保證、1)Communicatingexplicitlyformulatedservicelevelsoreven服務(wù)或客戶(hù)章程和服務(wù)承諾等行為totalsatisfactiontocustomers.Thiscanbedonewithcodesof準(zhǔn)則來(lái)實(shí)現(xiàn)。conductsuchasserviceguarantees,serviceorcustomercharters2）對(duì)所有客戶(hù)旅程使用內(nèi)部服務(wù)標(biāo)andservicepledges.準(zhǔn)。2)Usinginternalservicestandardsforallcustomerjourneys.c）將客戶(hù)體驗(yàn)概念涵蓋到整個(gè)組織c)Deploymentofthecustomerexperienceconceptthroughoutthe中organization實(shí)施的適當(dāng)性做法可包括：Appropriatepracticesforimplementationcaninclude:1）使用創(chuàng)造性的頭腦風(fēng)暴技術(shù)和建1)usingcreativebrainstormingtechniquesandsuggestion議方案；schemes;2）實(shí)施持續(xù)改進(jìn)計(jì)劃，致力于培養(yǎng)2)implementingcontinuousimprovementprogrammesdedicated對(duì)客戶(hù)的關(guān)注度；todevelopingattentivenesstowardsthecustomer;3）與其他組織交流最佳做法。3)exchangingbestpracticeswithotherorganizations.d）卓越的服務(wù)恢復(fù)d)Servicerecoveryexcellence實(shí)施的適當(dāng)性做法可包括：Appropriatepracticesforimplementationcaninclude:1）定義提供針對(duì)性體驗(yàn)的可及性、1)definingrequirementsofaccessibility,easeandproactivityto易用性和主動(dòng)性要求；deliverthetargetedexperiences;2）推出前瞻性解決方案（例如通過(guò)2)organizingforwardresolution(e.g.throughpredictive預(yù)測(cè)分析）；機(jī)構(gòu)了解客戶(hù)可能遇到analytics);theorganizationknowswhatproblemscustomersare的問(wèn)題，并主動(dòng)通知他們避免此類(lèi)問(wèn)likelytoencounterandproactivelyinformthemtoavoidsuch題；problems;3）就服務(wù)恢復(fù)的服務(wù)水平向客戶(hù)傳3)communicatingspecificserviceguaranteestocustomersonthe達(dá)具體的服務(wù)保證。servicelevelofservicerecovery.服務(wù)創(chuàng)新管理Serviceinnovationmanagementa）創(chuàng)新文化a)Innovationculture實(shí)施的適當(dāng)性做法可包括：14表A.2 (續(xù))項(xiàng)目原文譯文Appropriatepracticesforimplementationcaninclude:1）使用產(chǎn)生和捕捉創(chuàng)意的方法；1)useofidea-generatingandcapturingmethods;2）使用創(chuàng)意技巧；2)useofcreativitytechniques;3）使用服務(wù)設(shè)計(jì)工具和方法；3)useofservicedesigntoolsandmethods;4）為員工或團(tuán)隊(duì)安排專(zhuān)門(mén)的時(shí)間段4)organizingdedicatedtimeslotsforemployeesorteamstowork進(jìn)行創(chuàng)新工作；oninnovations;5）與客戶(hù)和其他利益相關(guān)者共同創(chuàng)5)organizingco-creationininnovationwithcustomersandother新。stakeholders.b）結(jié)構(gòu)化的創(chuàng)新過(guò)程b)Structuredinnovationprocess實(shí)施的適當(dāng)性做法可包括：Appropriatepracticesforimplementationcaninclude:1）組建創(chuàng)新委員會(huì)，該委員會(huì)定期1)makinguseofaninnovationboard,aboardthatmeetsona舉行以提出新想法；regularbasisinordertodecideonnewideas;2）使用創(chuàng)新漏斗，通過(guò)使用特定步2)theuseoftheinnovationfunnel,aconcepttostructurethe驟和創(chuàng)新過(guò)程控制門(mén)來(lái)構(gòu)建創(chuàng)新過(guò)innovationprocessbyusingspecificstepsandgoorno-go程；decisionsorcontrolgatesforeachnextstepoftheinnovation3）組織共創(chuàng)，借助客戶(hù)描述的當(dāng)前process;與理想中的客戶(hù)旅程，實(shí)現(xiàn)理想的客3)organizingco-creation,sothatcustomersnotonlydescribethe戶(hù)旅程;currentcustomerjourneybutalsotheidealcustomerjourney;in4）基于價(jià)值主張、服務(wù)戰(zhàn)略、目標(biāo)thelastphasetheyhelpimplementthisidealcustomerjourney;關(guān)系與客戶(hù)體驗(yàn)之間的聯(lián)系，使用商4)theuseofabusinessmodelcanvasfordesigninganinnovative業(yè)模式畫(huà)布來(lái)設(shè)計(jì)的創(chuàng)新商業(yè)模式。businessmodelbasedonthelinksbetweenvalueproposition,servicestrategyandtargetedrelationshipandcustomerexperiences.卓越運(yùn)營(yíng)服Managingcustomer-experience-relatedefficientandeffective管理與客戶(hù)體驗(yàn)相關(guān)的高效流程和務(wù)processesandorganizationalstructure組織結(jié)構(gòu)（Operationala)Managingcustomer-experience-relatedprocessesa）管理與客戶(hù)體驗(yàn)相關(guān)的流程service1)regularevaluationofcustomer-experience-relatedprocesses1）定期評(píng)估與客戶(hù)體驗(yàn)相關(guān)的流程excellence）(e.g.mysteryshopping,serviceexcellenceaudits,monitoring（KPIKPIsofperformanceandsocialmedia);績(jī)效監(jiān)控和社交媒體）；2)evaluationofprocessqualityfromacustomer’sperspective2）從客戶(hù)的角度評(píng)估過(guò)程質(zhì)量（例(e.g.bycustomerjourneymonitoring,customerdiariesand如通過(guò)客戶(hù)旅程控、客戶(hù)日記和定期regularcustomersurveys);客戶(hù)調(diào)查）；3)regularimprovementofcustomer-experience-relatedprocesses3）與客戶(hù)體驗(yàn)相關(guān)流程的定期改進(jìn)(e.g.errororcomplaintmanagement,qualitycircle,usergroups（例如錯(cuò)誤或投訴管理、品質(zhì)圈、就andcustomercommunitiestoexchangeonserviceandprocess服務(wù)和流程需求進(jìn)行交流的用戶(hù)群ideasandneeds);體和客戶(hù)社區(qū)）；4)regularrevisionofcustomer-experience-relatedprocesses.4）定期修訂客戶(hù)體驗(yàn)相關(guān)流程。b)Deployingcustomer-experience