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服务过程的设计一、服务过程概述如同设计产品的转化系统一样,在设计服务转化系统时,必须明确该服务所需关注的特性,包括其显性的和潜在的收益、成本、持续时间、位置以及可获得性等。了解每一特性的重要程度,有助于设计者综合权衡成本和收益,从而提供有效且价格合理的服务。遗憾的是,服务转化系统在实施时通常很少经过开发或预先的测试,这也是很多服务遭遇失败的主要原因。想想麦当劳的快餐制作系统、航班订位系统
Service Process Design I. Overview of Service Process As in the design of a product conversion system, when designing a service conversion system, it is necessary to clarify the features that the service needs to pay attention to, including its explicit and potential benefits, cost, duration, location As well as availability. Knowing the importance of each feature helps designers balance the costs and benefits, providing effective and affordable services. Unfortunately, service delivery systems are often poorly developed or pre-tested during implementation, which is the main reason many services fail. Think McDonald’s fast food production system, flight reservation system