ICS03.080.20CCSA1023IDB23/TXXXX—XXXX前言 2規(guī)范性引用文件 3術語和定義 4服務原則 5服務流程 6創(chuàng)建要素 附錄A（資料性）常見概念和實施方法 5參考文獻 DB23/TXXXX—XXXX本文件按照GB/T1.1—2020《標準化工作導則第1部分：標準化文件的結(jié)構和起草規(guī)則》的規(guī)定起草。請注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機構不承擔識別專利的責任。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：哈爾濱榮佳盈標準化咨詢服務有限公司。本文件主要起草人：宋瑩、趙潤淞、曹福成、陳寶亮、劉琦、焦鵬、陳毅。1DB23/TXXXX—XXXX工業(yè)企業(yè)技術中心卓越服務創(chuàng)建指南本文件給出了工業(yè)企業(yè)技術中心卓越服務的術語和定義、創(chuàng)建原則、創(chuàng)建流程和創(chuàng)建要素。本文件適用于指導工業(yè)企業(yè)技術中心卓越服務的創(chuàng)建。2規(guī)范性引用文件下列文件中的內(nèi)容通過文中的規(guī)范性引用而構成本文件必不可少的條款。其中，注日期的引用文件，僅該日期對應的版本適用于本文件；不注日期的引用文件，其最新版本（包括所有的修改單）適用于本文件。GB/Z41838成功的合作業(yè)務關系管理原則3術語和定義下列術語和定義適用于本文件。3.1工業(yè)企業(yè)技術中心工業(yè)企業(yè)設立的技術研發(fā)與創(chuàng)新機構，負責制定企業(yè)技術創(chuàng)新規(guī)劃和開展技術研發(fā)路徑，并通過創(chuàng)造和運用知識產(chǎn)權，建立標準體系，培養(yǎng)創(chuàng)新人才，構建創(chuàng)新數(shù)字平臺，實現(xiàn)推進技術創(chuàng)新全過程的實施。3.2卓越服務具有服務的基本屬性，在服務的過程中，能夠提供給服務對象高水平的服務，使服務對象感受優(yōu)于其他組織提供的服務。3.3服務接觸點在服務發(fā)生時，服務提供組織和服務提供者與服務對象產(chǎn)生的交集互動。3.4共創(chuàng)利益相關方在服務的設計、實現(xiàn)和創(chuàng)新過程中參與的合作活動。4創(chuàng)建原則4.1設計期望的體驗通過規(guī)劃設計技術服務方案，對服務對象所處的環(huán)境進行分析，以確定其中所存在的關鍵管理要素，滿足服務對象對組織的期望：包括從政治環(huán)境、社會環(huán)境、技術環(huán)境、經(jīng)濟環(huán)境等外部環(huán)境，到技術研發(fā)管理、知識產(chǎn)權管理、標準化管理等組織內(nèi)部管理。2DB23/TXXXX—XXXX4.2以服務對象為中心確定服務技術實施方案，宜在可調(diào)動資源和關鍵管理流程基礎上，通過與服務對象溝通，關注服務對象個性化、差異化需求，滿足服務對象的期望。4.3平衡利益相關方在整個技術實施方案中，組織宜均衡地集中注意所有利益相關方的需求并保持良好的溝通，以促進建立牢固的協(xié)作關系，宜滿足GB/Z41838的相關內(nèi)容。4.4跨職能管理方法組織宜通過確立目標，協(xié)調(diào)技術研發(fā)管理、知識產(chǎn)權管理、標準化管理、人力資源管理、資產(chǎn)管理、財務管理、稅務管理、法務管理等相關部門，保障合規(guī)管理的前提下，提高服務對象的滿意度。4.5額外的創(chuàng)造價值通過提供滿足服務對象個性化、差異化的技術服務方案，調(diào)整包括技術應用實施、產(chǎn)業(yè)結(jié)構優(yōu)化、產(chǎn)業(yè)之間相互協(xié)調(diào)，從而帶來可持續(xù)的價值。5創(chuàng)建流程5.1了解需求不同的時間、不同的背景、不同的環(huán)境，對技術創(chuàng)新的需求具有不同的路徑和交互性，宜通過模擬與相關方的服務接觸點，充分了解利益相關方的技術創(chuàng)新需求。5.2擬定方案與利益相關方共同探討，了解技術創(chuàng)新需求的環(huán)境、背景、動機、注意事項、痛點、機會以及一些建議與想法，制訂體現(xiàn)相關方個性化、差異化需求的服務方案。5.3方案實施與保持方案的實施過程中，通過與利益相關方接觸點產(chǎn)生的機會與阻礙，正向引導服務對象積極參與，記錄服務對象對于服務的感受和體驗，提出建議性的意見和解決方案，并對方案的實施予以保持，以進一步驗證。5.4評價與改進方案實施完成或階段性完成，宜設置評價指標，并對工業(yè)企業(yè)服務過程進行評價與改進，與工業(yè)企業(yè)服務對象建立良合作關系，獲得服務對象的充分信任和滿意度。6創(chuàng)建要素6.1領導和戰(zhàn)略6.1.1愿景、使命和策略3DB23/TXXXX—XXXX組織以技術發(fā)展、技術創(chuàng)新為卓越服務的長期愿景、使命和戰(zhàn)略。包括技術研發(fā)管理、知識產(chǎn)權管理、標準化管理、質(zhì)量保證管理、安全生產(chǎn)管理、人力資源管理、資產(chǎn)管理、財務管理、稅務管理、法務管理等部門以其管理者、員工和服務對象在內(nèi)的所有利益相關者的共同參與來創(chuàng)建，并由組織的所有部門實施，同時將決策信息傳達給每個人，以幫助創(chuàng)建卓越服務的文化。6.1.2領導和管理要求最高管理者和各級相關管理者在確定技術發(fā)展、技術創(chuàng)新實施和維持卓越服務戰(zhàn)略方面發(fā)揮領導能力，賦權員工參與，通過共同努力，確定責任和目標。宜采取有效傳達信息、定期監(jiān)視回看、逐步推進目標、激勵員工參與、提升員工技能、確定創(chuàng)新方向等方式實現(xiàn)管理目標。確保黨組織在管理過程中的核心政治地位，把黨的領導融入到組織治理各環(huán)節(jié)中，堅持黨建工作與各項工作深度融合。高層領導個人行為遵守法律法規(guī)和道德行為的承諾，營造誠信守法的組織環(huán)境，并將其融入到組織文化中，加強組織基層治理體系和治理能力現(xiàn)代化建設。6.2卓越服務文化與員工敬業(yè)度6.2.1卓越服務文化將卓越服務文化融入工業(yè)產(chǎn)業(yè)相互協(xié)調(diào)之中，使服務產(chǎn)業(yè)結(jié)構轉(zhuǎn)換適應市場環(huán)境的變化需求，根據(jù)外部環(huán)境的變化調(diào)整卓越服務價值理念，獲得工業(yè)產(chǎn)業(yè)最佳效益，形成組織的卓越服務文化。6.2.2員工意識組織宜使用人力資源管理工具來激勵、維持員工的工作態(tài)度、行為和熱情；管理層宜利用員工價值、信念和實踐，使員工解決在實際服務中表現(xiàn)不佳的問題，確保服務出色，使服務對象感到滿意，以創(chuàng)造卓越的服務體驗。宜通過支持、認可和贊揚的方式，賦予員工歸屬感和榮譽感，增強敬業(yè)度。6.3創(chuàng)造卓越的服務體驗6.3.1了解需求、期望和愿望組織宜傾聽和跟蹤工業(yè)企業(yè)服務對象的期望和愿望，進行適當?shù)难芯亢头治?。采用顧客心聲、梯級技術或其他形式的觀察和訪談技術，從多維度數(shù)據(jù)源獲取數(shù)據(jù)，以充分了解服務對象當前和未來（如法律、社會、技術、環(huán)境、競爭對手、創(chuàng)新）變化更新的需要、期望和愿望。6.3.2設計和更新卓越服務體驗組織宜從服務對象的角度，設計、實施和提供卓越服務工業(yè)企業(yè)方案，包括技術研發(fā)、知識產(chǎn)權、標準化質(zhì)量保證、安全生產(chǎn)等內(nèi)容。組織宜有效地記錄、定期審視服務方案，以確保滿足技術發(fā)展、技術創(chuàng)新變化的期望和競爭的需求，使創(chuàng)新趨勢和外部環(huán)境的重大變化得到有效反饋，通過預測分析可能會遇到的問題，主動通知服務對象可采取的服務補救或改進措施，并對補救或改進后具體的服務方案做出保證。6.3.3服務創(chuàng)新管理組織宜通過激發(fā)和培育適合技術研發(fā)應用的共創(chuàng)合作模式，鼓勵重點領域技術研發(fā)和標準化研制同步開展，加快新技術的標準化、產(chǎn)業(yè)化。將符合條件的重要技術融入標準，以適應技術創(chuàng)造、發(fā)明專利和試驗推廣的需求，推進科技創(chuàng)新、標準研制和產(chǎn)業(yè)升級融合發(fā)展。4DB23/TXXXX—XXXX6.4卓越運營服務6.4.1創(chuàng)新融合發(fā)展組織通過推進知識產(chǎn)權、標準化和科技創(chuàng)新融合發(fā)展,攻克共性關鍵技術、應用標準研究成果和推廣科技計劃實施，形成創(chuàng)新融合的合作模式。通過熟悉國際標準化規(guī)則，積極參與國際標準化活動,推動區(qū)域標準化工作,對標達標國際先進標準關鍵技術指標，以適應新的發(fā)展格局和提升貿(mào)易便利化。在整個服務過程中，樹立數(shù)字化理念，推廣應用數(shù)字化技術,促成標準化與數(shù)字化融合發(fā)展新模式、借力數(shù)字經(jīng)濟技術與平臺，實現(xiàn)創(chuàng)新與發(fā)展。6.4.2監(jiān)視活動和結(jié)果組織宜制定并系統(tǒng)地使用卓越服務管理模式，包括組織內(nèi)部和外部衡量的標準，組織的最高管理者在組織的各個部分設置監(jiān)視、改進和創(chuàng)新融合關鍵控制點，運用統(tǒng)計分析、因果模型、業(yè)績指標等方法，評價分析卓越服務價值鏈各要素的決定因素/量度及其關系，測算卓越服務的績效產(chǎn)出。5DB23/TXXXX—XXXX（資料性）常見概念和實施方法A.1卓越服務常見概念國際上通用的卓越服務概念具有普適性，表A.1列了相關概念的原文，便于閱讀和使用，給出翻譯譯文，供工業(yè)企業(yè)技術中心參考。表A.1卓越服務常見概念Theorganizationshallhaveaserviceextermwhichclearlystatesitsaspirationtoconsisteexceedcustomers’expectationsanddesiresthservicedelivery.Thevisionorganizationandshouldbebasedonadeepunderstandingoftheneedsandexpectationsofallrelevantstakeholdersaswellastheb)ServiceexcellenceTheorganizationshallhaveamissioninthelongtenablethedevelopmentofaserviceexcellencestrategythegoalsandobjectivestoachievevision.Theorganizationshouldevaluatetheproposedfeasibilitypointofview.TheorganizationshalltranslateitsserviceexcmissionintoacoherentstrategyintheformofdocumenstrategicandoperationalobjectivestrategyformsanintegralpartoftheoverallorganizastrategyanddescribeswhattheorganizationwillacitwillrealizetheseobjRelevantmanagersatexcellenceandcreateaserviceexcellenthewholeorganization,includingi卓越服務的愿景、使命和戰(zhàn)略6DB23/TXXXX—XXXXshouldlinktheperformanceoftheorganizationdirectlywiththeperformanceregardingserviceexcellence.b)Sharingefforts,definedresponsibilitiesandManagers,throughstrongleadershipandleadingbyexamshouldcreateanenvironmentinwdeliveroutstandingcustomerexpec)EmployeeempowermentandengandbeyondwhattheyareexpectedtododeliveroutstandingandpersonalizedexpeexcellenceDefiningtheserviceexcellenceculture.Theserviceexcecultureshouldmirrortheorganization'svalues,attibehaviours.Thisenablestheexecutionoftheserviceexcellencestrategywhichultimatelyleadstocustomerb)CommunicatingtheserviceexcellencecAcontinuousinternalandexternalcommunicationissustainandfurtherdevelopthec)ImplementingtheserviceexcellenceAsdescribedintheotherelementsoftheserviceexcelmodel,thecultureshouldbeingrainedinallpracticesofthea)Recruitmentandinductionofnewemployees.Duringtherecruitmentandonboardingphase,astrongshouldlieontheserviceexcellenceattitudesandbehaviournewemployees.b)Settingorganizationalserdeliveringtheservicepromisb)ContinuouslearninganddevelopmentofemployeesThedeliveryofoufromallemployees,regardlessoftheirlevelofexperience.c)Feedbackofcustomersatanemployeeortfromthebeliefofthemanagementinthedeliveredcustomerexperience,organizationsshouldd)Evaluationandassessmentofemployees.Theserviceorientationofemployeesshoulb）傳播卓越服務文化b）員工的持續(xù)學習和發(fā)展7DB23/TXXXX—XXXXevaluated.Employeesshoulddemconsistentlyhelpede)RecognitionoracknowledgemeArecognitionpolicyisoneofthemostimportantpartsofthef)EmployeefeedbackmestrengthenemployeeengagementandimproveUnderstandingcustomerneeds,exa)ScopeanddepthoflisteningtocustoTheorganizationshouldhaveinplaceapermanenlistenstoandtrackstheexpectationsanddesiresofcustomerwellasexistingandchangingcub)Organizationofdataacquisitionanduse.Theorganizationshouldconsistentlyresearchexpectationsanddesiresusingvariousmethods.Thisshouldbefromarelationshipperspectiveaswellasthroughallcustomerjourneys.c)Adaptingtocustomerneeds,expectItisusualforcustomerstoexpectproductsadaptiveandupdatedinresponsetochanges,whateverthis(e.g.legal,social,technological,environmcompetitors,innovation).Designingandrenewingoutstandingca)DesigninganddocumentingthecustomerexpThetargetedexperiencesshouldbedesignedperspective,includingcustomerneedsandjourneysandtheemotionalresultsforbothcustomersandstaff.b)SettingorganizationalservicestandardsanddeliInordertodeliverthedesiredcustomerexmarket-leadinginternalstandardsandregularlyexcc)DeploymentofthecustomerexperienceconceptthroughouttheThecustomerexperienceconceptshoulddocumentrequiHelpingcustomerswitharisingorexistingproblemsb）采集數(shù)據(jù)并使用諾8DB23/TXXXX—XXXXcomplaintsinanindividualandsprerequisiteforcreatingoutstandingcustomerexpericustomerdelight.Theorganizationshouldsinnovationculturefromtheperspectiveofcustomersandemployees.Itshouldencouragecreexperimentationinordertointroducenewideasandpracticeb)StructuredinnovationproceTheorganizationshouldhaveastructuredinnovintroduceserviceexcellenceinnovationsonaregularb）結(jié)構化創(chuàng)新過程。務Managingcustomer-experience-relatedefficieprocessesandorgana)Managingcustomer-experience-relateAnorganizationshouldaligninternalprocessesanditsprowithpartnersinordertoreacttovariationsincustomerneedb)Deployingcustomer-experience-relatedtechnologieTechnologiesandtechniquesshouldheldeliveroutstandingcustomerexperienceorganizationtomanageserviceexcellencec)Managementoforganizationalstructuresandpartnerships.AnorganizationshouldhaveastructurethatwithregardtotheneedsandrequirementsofcustomersandMonitoringserviceexcelleTheorganizationshouldunderstandthemostideterminantsormetricsoftheelementsoftheserviceexcellenceeffectchainandtheirb)Useofperformanceindicators.Basedonthecausalrelationshipstheorganizationofinput,throughput,outputandoutcomemetricstomanageandimprovetheserviceexcellenceconcepc)Useofmeasurementtools.Theorganizationshouldusemeasurementtoolsonab）使用績效指標。9DB23/TXXXX—XXXXd)Useofmetricsonoperational,tacticalandstrategiclevels.cultureoftheorganizationanddevelopgoodp指標應用于支持和培養(yǎng)組織的積極A.2卓越服務常見實施方法國際上通用的卓越服務實施方法，具有普適性，表A.2列了相關內(nèi)容的原文，便于閱讀和使用，給出翻譯譯文，供工業(yè)企業(yè)技術中心參考。表A.2卓越服務常見實施方法Serviceexcellencevision,Appropriatepracticesforthedevelopmentandimplementationoftheserviceexcellencevision,missionand1)theproductionofaninspiringvisiondocumentwhichcirculatedandgainsacceptancebyallstake2)therealizationofstrategyworkshopswithkeystakeholdersinordertodevelopaserviceexcellencev3)thesettingupofcustomeradvisoryboards.LeadershipandmanagementAppropriatepracticesforimplementationcanincl1)implementingorganizsupportedbychangemanagementforservicconceived,deliveredorbothbyadedicatedstr2)managersunderstandinganddevelopingserviceecapabilitiesandusingmentoringprogrammesandco3)effectivelyengagingstakeholdersbyoinvolvingalsocustomers,peersande4)usingfeedbackinformationasakeyinputfortheandreviewintheserviceexcel5)managerssettingandcommunicatingthedserviceexcellenceaswella6)creatingaserviceexcellenceculturebyintwodaysperyearatminimuminacustomeb)Sharingefforts,definedresponsibilitiesanAppropriatepracticesforimplementationcanincl卓越服務的愿景、使命和戰(zhàn)略DB23/TXXXX—XXXX1）Personaldevelopmentprogrammesfobehaviours(e.g.trainingofemotionalandsocialcompetence);2）Theuseofstorytelling(e.g.recountinggoodorbadstoriesof3)Cross-functionalsolutionteamsandcustomerexperiformonitoringserviceexcellencepe4)Managementencouragingeveryonetotakeowne5)Managementdeployingprogrammesthatacknowledgementofallemployees’effortsaspartoftheresults6)Translatingtheservorganizationalobjectiveswithabalancedtop-dowapproachasapartoftheorganization’sregularplanningcontrolcycle.Theoutcomeofsuchaprdepartment,teamandemployeeisabletobjectivesandindividualactionswiththeservicee7)Rolesandresponsibilitiesrelatingtotheprovisionofservicec)EmployeeempowermentandAppropriatepracticesforimplementationcanincl1)managementencouraging,suppotoreachtheirfullpotentialbydelegatingauthorityaexampledelegatingresourceauthorityorcucompensation(e.g.budgetauthority),givingemp2）settingupacultureofteambuilding;3)enhancingtheacceptanceofempowermentbyintegratingthisaspectintotherewardsystemofmanagers;4)trainingofmanagementindealingwithempowerment5)usingappropriatetoolsforachiunderstandingofcustomersandspeedilyworkingtowardsservice6)thedevelopmentofaneffectivecommunicationswhichemployeesareewellasreceivingregularfeedbackonperformanceandprovisionofsupportforpersonaldevelopment.）；），6）開發(fā)有效的溝通系統(tǒng)，讓員工參務績效的反饋，為個人發(fā)展提供支DB23/TXXXX—XXXXexcellencea)DefiningtheserviceexAppropriatepracticesforimplementationcaninc2)documentingtheserviceexcellencecultureinaco3)definingSMART(specific,measurabandtime-bound)measurestomonitortheprogressofthe4)implementingacultureofreflectivepracticeandlearningfromb)CommunicatingtheserviceexcellencecultuAppropriatepracticesforimplementationcanincl1)internaluseofpolicies,codesofconduct,workshops,training,advertisements,websites,socialmedia,interviews,spe2）externaluseofservicestatements,websites,marketingcampaigns,advertisements,socialmedia,interviewssurveys,fairsandexhibitions,publicrelationsanc)ImplementingtheserviceexcellenceAppropriatepracticesforimplementationcaninc2)documentingtheserviceexcellencecultureinacod4)promotingintranetorenterprisesocialn5)includingserviceculturetargeagreementsformanagersanda)Recruitmentandinductionofnewemployees.Appropriatepracticesforimplementationcanincl1)usingrecruitmentandselectiontoolstoofpotentialemployees;2)utilizingaggregatecustomerfeedbacktohelpsharecruitmentandselectionproce3)organizingmentoringorcoachingonthejobduringandaftertheprobationaryperib)ContinuouslearninganddevelopmentofemployeesAppropriatepracticesforimplementationcanincl/輔導。DB23/TXXXX—XXXX1)organizingapprenticeships,jobsharinganwithinotherdepartmentsoftheorganization(oratthecustomer’s2)usingpersonaldevelopmentplans3)usingprofessionalactorsforroleplayingdurideliverytrainingsc4)recognizingandpositivelyreinforcingdesiredc)FeedbackofcustomersatanemployeeAppropriatepracticesforimplementationcanincl1)measuringcustomerexperiences(closed-loopfeedback),relationshipevaluations,2)evaluatingtherelationshipperiodicallaccountmanagersandteamsresponsiblefortherelations3)presentingcustomerfeedbackonacont4)encouragingandusingcustomerrevid)Evaluationandassessmentofemployees.Appropriatepracticesforimplementationcaninc1)useofevaluationandassessmenttoexcellence-drivenkeyperformanceindicators(KPIs),2)useoftargetagreementswithcompetences,resultsorbothone)RecognitionoracknowledgemAppropriatepracticesforimplementationcaninc2)implementingrewardprogrammesorrecognitionsysexcellentservicebehaviourusingregular33)useofnon-financialrewards,forexample,byinvolvingemployeesininternaltraining,representingtheorginternalandexternalpresentationsandintegratingthemiimprovementorinnovationtasf)EmployeefeedbackmAppropriatepracticesforimplementationcanincl/創(chuàng)新工作組中。式會議;DB23/TXXXX—XXXX2)Settingupanemailadboardmembersandtopmanagementforsubmittingidequestionsandcomplaints.Employeesareguaratimelypersonalans3)Conductingimprovement-drivenemployeesurexample,employeesatisfaction,commitmentandm3）開展以改進為導向的員工調(diào)查，Understandingcustomerneeds,exa)ScopeanddepthoflisteningtocAppropriatepracticesforimplementationcanincl1)usingmethodslike“voiceofthecustomer”,laddtechniqueorotherformsofobservationandinterviewing2)organizingtheco-creationofserviceswithcustocrowdsourcing,experience-basedco-3)developinganunderstandingoffuturetrendsandorganizingb)OrganizationofdataacquisitionanduseAppropriatepracticesforimplementationcanincl1)usinginformationfromacustomer2)testingproductsandtheserviceexperiencewithc3)ensuringregularpresenceofthetopmanagementwithemployeesonthefrontline(i.e.thosc)Adaptingtocustomerneeds,expectationsanAppropriatepracticesforimplementationcanincl1)conductingtrendstudies;followingan2)organizingprocessre-engi3)implementingongoingchangem4)usingmethodslike“voiceofthecustomer”inordertotranslateexpressedandunexpressedcustomerrequirementsintoDesigningandrenewingoutstandingcua)DesigninganddocumentingthecustomerAppropriatepracticesforimplementation1)developingandusingservicebluepri2)researchingemotionsduringcustomerjourneysandcreating）；DB23/TXXXX—XXXXcustomersegments,profilesand/orpe3)usingthecriticalincidentte4)definingserviceattitudesalignedwithbrandvaluestranslatingtheseintoemployeebehaviourandrequirementcustomerjourneys;5)usingworkshopsforcustomersacustomerjourneysleadingtothetargetedcustomerexperience,doneinclosecooperationwithemployees(exper6)sharingcustomerexperiencedocumentasilomentalitywithinanorganization(i.e.byusinginternalonplatforms).b)SettingorganizationalservicestandardsanddeAppropriatepracticesforimplementationcanincl1)Communicatingexplictotalsatisfactiontocustomers.Thiscanbedonewithcodesofconductsuchasserviceguara2)Usinginternalservicestandardsforallcustomerjourc)DeploymentofthecustomerexperienceconceptthroughouttheAppropriatepracticesforimplementationcanincl1)usingcreativebrainstormingtec2)implementingcontinuousimprovementprogrammesdedtodevelopingattentivenesstowardsthecus3)exchangingbestpracticeswithotherorAppropriatepracticesforimplementationcanincl1)definingrequirementsofaccessibility,eadeliverthetargeted2)organizingforwardresolution(e.g.throughpanalytics);theorganizationknowswhatproblemslikelytoencounterandproactivelyinform3)communicatingspecificserviceguaranteestoservicelevelofservicerecovery.），中）；DB23/TXXXX—XXXXAppropriatepracticesforimplementationcaninc1)useofidea-generatingandcapturi2)useofcreativitytechniques;3)useofservicedesigntoolsandmethods;4)organizingdedicatedtimeslotsforemployees5)organizingco-creationininnovationwithcustb)StructuredinnovationprAppropriatepracticesforimplementationcanincl1)makinguseofaninnovationboard,aboardthatregularbasisinordertodecideonn2)theuseoftheinnovationfunnel,aconcepttostructuretheinnovationprocessbyusingspecificstedecisionsorcontrolgatesforeachnextstepofthei3)organizingco-creation,sothatcustomersnocurrentcustomerjourneybutalsotheidealcustomerjourney;inthelastphasetheyhelpimplementthisidealcustomerjourney;4)theuseofabusinessmodelcanvasfordesigninganinnovativebusinessmodelbasedonthelinksbetweenvalueproposition,servicestrategyandtargetedrelationshipa戶旅程;4）基于價值主張、服務戰(zhàn)略、目標務Managingcustomer-experience-relatedefficprocessesandorganizationa)Managingcustomer-experience-rel1)regularevaluationofcustomer-experience-rel(e.g.mysteryshopping,serviceexcellenceKPIsofperformanceandsocialmedia);2)evaluationofprocessqualityfromacustomer’sperspective(e.g.bycustomerjourneymonitoring,customerdiariesandregularcustomersurv3)regularimprovementofcustomer-experience-relatedprocess(e.g.errororcomplaintmanandcustomercommunitiestoexchangeon4)regularrevisionofcustomer-experience-relatedprocesses.b)Deployingcustomer-experience-relatedtechnologietechniquesAppropriatepracticesforimplementationcanincl）；）；）；巧DB23/TXXXX—XXXX1)useofgraphicalmethodsofdisplayingmultidimensionalormultivariatedata(e.g.radarchartscustomerinteractions(e.g.viacustomerjourneymapping);2)useoftoolboxestostrategicallymanagecustomerexperiencesbyoptimizingandsynchronizingtouchpoints(e.g.cus3)provisionofsharedandconsolidateddatabases(channel-independent)whichallowscrowdsharingbet4)useofdigitaldevicesthatrecognizeindividualsandofferpersonalizedinformationandoption5)useofdigitaltechnologiestoautomaticallyservecustomerrequests,e.g.artificialintelligence,chatbots,voice-assis6)useoftechnologiestocreatetargetedexperiences;7)useofprocessesandtechnologiestocreatesecureexperiencese.g.secureandcustomerconvinnetworkmonitoringforrisksandbreacc)ManagementoforganizationalstructuresandpartnershipsAppropriatepracticesforimplementationcanincl1)Useofdocumentationandregularcommunicationofserviceexcellenceelementsintheserviceswithintheeprocesses.Representationoftheentirevaluechain,includingallinternalandexternalserviceprovideprocessesthatimpactoncustomerdelightforth2)Regularreviewoftheorganizationalstructurebasedondata-basedinsightsandKPIsoncustomerandempandrequirements,f—benchmarkingandbest—workshopsoncustomerd—workshopsoninnovati—alignmentoftheorganizationalstructuretofollowtheprocess3)useofpartnershipagreements,service-levelagreementsorbothwithsuppliers,internalcustomersandotherorganizhav