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“只要结果,不问过程”是企业管理中管理者们常常提及的一句话。但事实上,企业生产和服务过程的好坏却直接影响到结果和效益,过程管理同样是企业管理者不容忽视的重要问题。特别是在窗口服务型企业中,顾客互动式的参与到企业的生产和销售中来,过程管理显得更加重要。文章从窗口服务型企业的视角入手,以有效提升企业服务水平和效率为目标,重点阐述顾客满意度与服务过程管理之间的关系,服务过程管理的内容和措施,以及服务过程管理的延伸运用三方面内容,并针对服务过程管理的内涵,提出“服务资源的有效配置、服务流程设计和服务接触管理”三项过程管理措施。
“As long as the results, do not ask the process ” is a phrase often mentioned by business managers in the management. However, in fact, the quality of the production and service processes of enterprises directly affects the results and benefits. Process management is also an important issue that enterprise managers can not ignore. Especially in the window service-oriented enterprises, the process of managing the customers is more and more important because of the interactive participation of customers in the production and sales of enterprises. From the perspective of window service-oriented enterprises, the article aims to effectively improve the service level and efficiency of enterprises, focusing on the relationship between customer satisfaction and service process management, the content and measures of service process management, and the extension of service process management Three aspects, and the connotation of service process management, put forward “three effective management of service resources, service process design and service contact management” process management measures.