论文部分内容阅读
2013年,我们推出服务后,发现几个问题。第一,阿姨去了用户家之后,她的打扫工具不统一,有的人擦玻璃喜欢用卫生纸,有的喜欢用抹布。后来我们发现虽然从打扫结果来说它是个标准化服务,肯定一样干净,但是用户还是希望打扫的过程也标准化起来。后来我们看了一下数据,有一段时间投诉率特别高,我们深深怀疑这种模式能不能做下来。因为之前O2O管人基本不需要培训他的技能,比如说滴滴打车、e代驾,司机都会开车,只需培训服务态度、规范流程培训。我们数了一下厨房、卫生间、卧室,大概有60到80个点的服务技能,不管以前会不会,必须80个点的服务技能考完之后才能上岗。O2O是轻模式还是重模式?用轻模式试了试,
In 2013, we found several problems after we launched our service. First, Aunt went to the user’s home after her cleaning tools are not uniform, some people like to use toilet paper towels, and some like to use rags. Later on, we found that although it was a standardized service from the cleaning result, it was certainly as clean as it was, but users still wanted to standardize the cleaning process. Later, when we looked at the data, there was a very high complaint rate for a period of time. We deeply doubt that this model can be done. Because before O2O tube basically does not need to train his skills, such as dropping a taxi, e on behalf of driving, the driver will drive, just train service attitude, standardize process training. We count the kitchen, bathroom, bedroom, about 60 to 80 points of service skills, whether it will not, before 80 points of service skills can be completed after the appointment. O2O is light mode or heavy mode? Try with a light mode,