DB23T 3405-2023 工業(yè)企業(yè)技術(shù)中心卓越服務(wù)創(chuàng)建指南

ICS03.080.20CCSA1023黑 龍 江 省 地 方 標 準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實施黑龍江省市場監(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）常見概念和實施方法 5參考文獻 19I前 言本文件按照GB/T1.1—2020《標準化工作導(dǎo)則 第1部分：標準化文件的結(jié)構(gòu)和起草規(guī)則》的定起草。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(gòu)不承擔(dān)識別專利的責(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：哈爾濱榮佳盈標準化咨詢服務(wù)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。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)語和定義下列術(shù)語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)新機構(gòu)，負責(zé)制定企業(yè)技術(shù)創(chuàng)新規(guī)劃和開展技術(shù)研發(fā)路徑，并通過創(chuàng)卓越服務(wù)服務(wù)接觸點在服務(wù)發(fā)生時，服務(wù)提供組織和服務(wù)提供者與服務(wù)對象產(chǎn)生的交集互動。共創(chuàng)利益相關(guān)方在服務(wù)的設(shè)計、實現(xiàn)和創(chuàng)新過程中參與的合作活動。創(chuàng)建原則設(shè)計期望的體驗1以服務(wù)對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)造價值通過提供滿足服務(wù)對象個性化、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)，從而帶來可持續(xù)的價值。注：價值可以是貨幣性的，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施與保持評價與改進創(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)文化員工意識創(chuàng)造卓越的服務(wù)體驗了解需求、期望和愿望（如法律、社會、技術(shù)、環(huán)境、競爭對手、創(chuàng)新）變化更新的需要、期望和愿望。設(shè)計和更新卓越服務(wù)體驗組織宜從服務(wù)對象的角度，設(shè)計、實施和提供卓越服務(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)新可以是漸進型，通過改進現(xiàn)有技術(shù)的做法，也可以是突破型，通過發(fā)展和實施新技術(shù)的做法。注2：通過與知識產(chǎn)權(quán)、標準化管理相結(jié)合，帶來特殊的附加值。卓越運營服務(wù)創(chuàng)新融合發(fā)展組織通過推進知識產(chǎn)權(quán)、標準化和科技創(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(guān)鍵技術(shù)指標，以適應(yīng)新的發(fā)展格局和提升貿(mào)易便利化。在整個服務(wù)過程中，樹立數(shù)字化理念，推廣應(yīng)用數(shù)字化技術(shù),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(shù)與平臺，實現(xiàn)創(chuàng)新與發(fā)展。監(jiān)視活動和結(jié)果4附 錄 A（資料性）常見概念和實施方法卓越服務(wù)常見概念A(yù).1表A.1 卓越服務(wù)常見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)具有長期的卓越服務(wù)愿景。通excellencetermwhichclearlystatesitsaspirationtoconsistentlymeetand過提供卓越的服務(wù)來持續(xù)滿足、甚至leadershipandexceedcustomers’expectationsanddesiresthroughexceptional超越顧客的期望。愿景應(yīng)涵蓋整個組strategy）servicedelivery.Thevisionshouldembracethewhole織，并應(yīng)基于對所有利益相關(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)具有長期使命，這將有助于制Theorganizationshallhaveamissioninthelongtermwhichwill定卓越服務(wù)戰(zhàn)略，設(shè)定實現(xiàn)卓越服務(wù)enablethedevelopmentofaserviceexcellencestrategythatsets愿景的目標和目的。組織應(yīng)該從顧客thegoalsandobjectivestoachievetheserviceexcellence和可行性的角度來評估建立宗旨的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.化為書面的戰(zhàn)略計劃和可操作性目Theorganizationshalltranslateitsserviceexcellencevisionand標。卓越服務(wù)戰(zhàn)略是整個組織戰(zhàn)略不missionintoacoherentstrategyintheformofdocumented可或缺的一部分，它描述了組織將實strategicandoperationalobjectives.Theserviceexcellence現(xiàn)什么以及如何實現(xiàn)這些目標。strategyformsanintegralpartoftheoverallorganizational領(lǐng)導(dǎo)和管理strategyanddescribeswhattheorganizationwillachieveandhowa）領(lǐng)導(dǎo)力itwillrealizetheseobjectives各級相關(guān)管理人員應(yīng)通過持續(xù)關(guān)注Leadershipandmanagementrequirements卓越服務(wù)，并創(chuàng)建一種能贏得整個組a)Leadership.織（包括其主要利益相關(guān)者）認同的Relevantmanagersatalllevelsshouldfocusonservice卓越服務(wù)文化來展示其領(lǐng)導(dǎo)力。應(yīng)該excellenceandcreateaserviceexcellenceculturethatcaptures將組織的績效與卓越服務(wù)的績效直thewholeorganization,includingitskeystakeholders.They接聯(lián)系起來。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performanceregardingserviceexcellence.管理者應(yīng)該通過強有力的領(lǐng)導(dǎo)和以b)Sharingefforts,definedresponsibilitiesandobjectives.身作則創(chuàng)造一個讓員工能夠提供出Managers,throughstrongleadershipandleadingbyexample,色顧客體驗的環(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)，以提供卓越的個性Inaserviceexcellenceenvironment,employeesshouldgoabove化體驗。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)部和外部溝通對于維持和進一步發(fā)展卓越服務(wù)文化至關(guān)重要。c）實施卓越服務(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)重點關(guān)注新員工對卓越服務(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被視為一種職業(yè)素養(yǎng)，所有員工都應(yīng)該對這種職業(yè)能力保持持續(xù)的學(xué)習(xí)態(tài)度，無論他們的經(jīng)驗水平如何。c）員工／團隊層面的顧客反饋由于顧客實際感受到的體驗可能與組織管理層理解的顧客體驗不同，因此，組織應(yīng)該定期尋求顧客的反饋。d）對員工的評價和評估應(yīng)定期評估員工的服務(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）識別和認可系統(tǒng)6表A.1 (續(xù))因素原文譯文evaluated.Employeesshoulddemonstratethattheyhave識別認可管理是卓越服務(wù)戰(zhàn)略最重consistentlyhelpedandservedcustomersinanoutstandingway.要的一部分。e)Recognitionoracknowledgementsystemf）員工反饋機制Arecognitionpolicyisoneofthemostimportantpartsofthe組織應(yīng)收集員工的反饋，以加強員工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a)Scopeanddepthoflisteningtocustomers.a）傾聽顧客的范圍和深度（CreatingTheorganizationshouldhaveinplaceapermanentsystemwhich組織應(yīng)該持續(xù)傾聽和跟蹤顧客的期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)變化進行更新，無論其來adaptiveandupdatedinresponsetochanges,whatevertheorigin源是什么（例如法律、社會、技術(shù)、is(e.g.legal,social,technological,environmental,fashion,環(huán)境、時尚、競爭對手、創(chuàng)新）competitors,innovation).設(shè)計和更新卓越的客戶體驗Designingandrenewingoutstandingcustomerexperiencesa）設(shè)計并記錄客戶體驗。a)Designinganddocumentingthecustomerexperience.目標體驗應(yīng)該從客戶的角度進行設(shè)Thetargetedexperiencesshouldbedesignedfromthecustomer計，包括客戶需求和旅程，以及客戶perspective,includingcustomerneedsandjourneysandthe和員工的情感結(jié)果。emotionalresultsforbothcustomersandstaff.b）制定組織服務(wù)標準，兌現(xiàn)服務(wù)承b)Settingorganizationalservicestandardsanddeliveringthe諾servicepromise.為了提供所需的客戶體驗，組織應(yīng)制Inordertodeliverthedesiredcustomerexperiences,the定并保持市場領(lǐng)先的內(nèi)部標準，并定organizationshouldsetandmaintain期超越其服務(wù)承諾。market-leadinginternalstandardsandregularlyexceeditsservicec）在整個組織中部署客戶體驗概念。promise.客戶體驗概念應(yīng)記錄部署要求。c)Deploymentofthecustomerexperienceconceptthroughoutthed）卓越服務(wù)恢復(fù)organization.以個人和令人驚訝的方式幫助客戶Thecustomerexperienceconceptshoulddocumentrequirements解決出現(xiàn)或存在的問題和投訴，是創(chuàng)fordeployment.造卓越客戶體驗和客戶愉悅感的重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)該從客戶和員工的角度激勵customerdelight.和培養(yǎng)卓越服務(wù)創(chuàng)新文化。它應(yīng)該鼓Serviceinnovationmanagement勵創(chuàng)造性、創(chuàng)造性和實驗性，以便引a)Innovationculture入新的想法和實踐。Theorganizationshouldstimulateandfosteraserviceexcellenceb）結(jié)構(gòu)化創(chuàng)新過程。innovationculturefromtheperspectiveofcustomersand組織應(yīng)該有一個結(jié)構(gòu)化的創(chuàng)新過程，employees.Itshouldencouragecreativity,inventivenessand定期引入卓越服務(wù)創(chuàng)新。experimentationinordertointroducenewideasandpractices.b)Structuredinnovationprocess.Theorganizationshouldhaveastructuredinnovationprocesstointroduceserviceexcellenceinnovationsonaregularbasis.卓越運營服Managingcustomer-experience-relatedefficientandeffective管理與客戶體驗相關(guān)的高效流程和務(wù)processesandorganizationalstructure組織結(jié)構(gòu)（Operationala)Managingcustomer-experience-relatedprocesses.a）管理與客戶體驗相關(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，以便對客戶需求、期expectationsanddesires.望和愿望的變化做出反應(yīng)。b)Deployingcustomer-experience-relatedtechnologiesandb）部署與客戶體驗相關(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的客戶體驗。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一個組織應(yīng)該有一個靈活的結(jié)構(gòu)，特withregardtotheneedsandrequirementsofcustomersand別是考慮到客戶和員工的需求和要employees.求。Monitoringserviceexcellenceactivitiesandresults監(jiān)視卓越服務(wù)活動和結(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及其關(guān)系。effectchainandtheirrelationsb）使用績效指標。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)果指標來管理ofinput,throughput,outputandoutcomemetricstomanageand和改進卓越服務(wù)概念。improvetheserviceexcellenceconcept.hips.c）使用測量工具。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。Metricsshouldbeusedtosupportandfosterthepositiveservice指標應(yīng)用于支持和培養(yǎng)組織的積極cultureoftheorganizationanddevelopgoodpracticesinto服務(wù)文化，并將良好實踐發(fā)展為優(yōu)秀excellentpractices.實踐。卓越服務(wù)常見實施方法A.2表A.2 卓越服務(wù)常見實施方法項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）編寫一份愿景文件，主動通知，leadershipandcirculatedandgainsacceptancebyallstakeholders;并得到所有利益相關(guān)方的認可；strategy）2)therealizationofstrategyworkshopswithkeystakeholdersin2）與主要利益相關(guān)者共同舉辦戰(zhàn)略ordertodevelopaserviceexcellencevision,missionandstrategy;研討會，共同制定卓越服務(wù)愿景、使3)thesettingupofcustomeradvisoryboards.命和戰(zhàn)略；Leadershipandmanagementrequirements3）建立顧客咨詢委員會。a)Leadship領(lǐng)導(dǎo)和管理Appropriatepracticesforimplementationcaninclude:a領(lǐng)導(dǎo)力1)implementingorganizationaldevelopmentprogrammes實施的適當(dāng)做法可包括：supportedbychangemanagementforserviceexcellence1）實施由變革管理支持的組織發(fā)展conceived,deliveredorbothbyadedicatedstructure(e.g.service計劃，以實現(xiàn)由專門機構(gòu)（如服務(wù)性academies);機構(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并通過指導(dǎo)計劃和輔導(dǎo)來實現(xiàn)卓越serviceexcellence;服務(wù)；3)effectivelyengagingstakeholdersbyorganizing360°feedback3）通過組織全面的反饋，有效地贏involvingalsocustomers,peersandemployees;得利益相關(guān)者的認同；4)usingfeedbackinformationasakeyinputforthedevelopment4）在卓越服務(wù)過程中，將反饋信息andreviewintheserviceexcellenceobjectives;作為卓越服務(wù)目標進展和審視的關(guān)5)managerssettingandcommunicatingthedirectionandfocuson鍵切入點；serviceexcellenceaswellassharingandpromotingbest5）管理者設(shè)定和傳達方向，聚焦卓practices;越服務(wù)，分享和推廣最佳實踐；6)creatingaserviceexcellenceculturebyinvolvingmanagersfor6）管理者每年至少有兩天時間參與twodaysperyearatminimuminacustomer-facingunit.到面向顧客的部門，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9表A.2 (續(xù))項目原文譯文1）Personaldevelopmentprogrammesforallcompetenciesand實施的適當(dāng)做法可包括：behaviours(e.g.trainingofemotionalandsocialcompetence);1）針對所有能力和行為的個人發(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)績效的跨4)Managementencouragingeveryonetotakeownershipinshared部門解決方案團隊和顧客體驗委員activitiesandresults;會；5)Managementdeployingprogrammesthatensurethe4）管理層鼓勵每個人在分享的活動acknowledgementofallemployees’effortsaspartoftheresults和成果中具有所有權(quán)；obtained;5）管理層應(yīng)制定計劃，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到認可；approachasapartoftheorganization’sregularplanningand將卓越服務(wù)戰(zhàn)略轉(zhuǎn)化為組織目標。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實施的適當(dāng)做法可包括：Appropriatepracticesforimplementationcaninclude:1）管理層通過授權(quán)來鼓勵、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)予以顧客補償（如預(yù)算exampledelegatingresourceauthorityorcustomer授權(quán)），給予員工實施的自由；compensation(e.g.budgetauthority),givingemployeesafreedom2）建立團隊建設(shè)文化；toact;3）將這方面內(nèi)容納入經(jīng)理的薪酬體2）settingupacultureofteambuilding;系，增強對授權(quán)的接受度；3)enhancingtheacceptanceofempowermentbyintegratingthis4）對管理層在授權(quán)方法方面進行培aspectintotherewardsystemofmanagers;訓(xùn)；4)trainingofmanagementindealingwithempowerment5）使用適當(dāng)?shù)墓ぞ邔崿F(xiàn)對顧客的全measures;方位觀察，并隨時改進服務(wù)；5)usingappropriatetoolsforachievingadeepandcomplete6）開發(fā)有效的溝通系統(tǒng)，讓員工參understandingofcustomersandspeedilyworkingtowardsservice與決策過程，并定期收集有關(guān)卓越服improvements;務(wù)績效的反饋，為個人發(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))項目原文譯文化和員工參a)Definingtheserviceexcellenceculturea）定義卓越服務(wù)文化與（ServiceAppropriatepracticesforimplementationcaninclude:實施的適當(dāng)做法可包括：excellence1)organizingstrategyworkshops;1）組織戰(zhàn)略研討會；cultureand2)documentingtheserviceexcellencecultureinacodeof2）將卓越服務(wù)文化記錄在行為準則employeeconductoraservicestatementanddeployingit;或服務(wù)聲明中，并加以實施；engagement）3)definingSMART(specific,measurable,achievable,relevant3）定義SMART措施以監(jiān)視實施過程andtime-bound)measurestomonitortheprogressofthe的進度。implementationprocess;4）貫徹反思性實踐和從失敗中學(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)膶嵤┬袨榭砂ǎ篈ppropriatepracticesforimplementationcaninclude:1）內(nèi)部使用政策、行為準則、研討1)internaluseofpolicies,codesofconduct,workshops,training,會、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、營銷2）externaluseofservicestatements,websites,marketingcampaigns,advertisements,socialmedia,interviews,speeches,調(diào)查、展會和展覽、公共關(guān)系以及與surveys,fairsandexhibitions,publicrelationsandeventswith客戶的活動。customers.c）實施卓越服務(wù)文化c)Implementingtheserviceexcellenceculture實施的適當(dāng)做法可包括：Appropriatepracticesforimplementationcaninclude:1）組織戰(zhàn)略研討會；1)organizingstrategyworkshops;2）在行為準則或服務(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；3)organizinginternalfairs;4）改進內(nèi)部網(wǎng)站或企業(yè)社交網(wǎng)絡(luò)；4)promotingintranetorenterprisesocialnetwork5）在經(jīng)理和員工的個人目標協(xié)議中communication;納入服務(wù)文化目標。5)includingserviceculturetargetsintheindividualtarget員工參與agreementsformanagersandemployees.a）新員工的招聘和入職培訓(xùn)Employeeengagement實施的適當(dāng)做法可包括：a)Recruitmentandinductionofnewemployees.1）使用招聘和選擇工具來驗證潛在Appropriatepracticesforimplementationcaninclude:員工的服務(wù)態(tài)度；1)usingrecruitmentandselectiontoolstoverifyserviceattitudes2）讓顧客參與選擇過程；ofpotentialemployees;3）在試用期內(nèi)和試用期后開展指導(dǎo)2)utilizingaggregatecustomerfeedbacktohelpshapethe／輔導(dǎo)。recruitmentandselectionprocesses;b）員工的持續(xù)學(xué)習(xí)和發(fā)展3)organizingmentoringorcoachingonthejobduringandafter實施的適當(dāng)做法可包括：theprobationaryperiod.在組織的其他部門（或客戶組織）b)Continuouslearninganddevelopmentofemployees內(nèi)開展學(xué)徒制、工作共擔(dān)和人員借Appropriatepracticesforimplementationcaninclude:調(diào)；11表A.2 (續(xù))項目原文譯文1)organizingapprenticeships,jobsharingandsecondments2）使用個人發(fā)展計劃來提高服務(wù)質(zhì)withinotherdepartmentsoftheorganization(oratthecustomer’s量；organization);3）在服務(wù)場景中使用專業(yè)演員進行2)usingpersonaldevelopmentplanstoincreaseservice角色扮演；excellence;4）認可并積極強化預(yù)期的卓越服務(wù)3)usingprofessionalactorsforroleplayingduringservice行為。deliverytrainingscenarios;c）員工／團隊層面的顧客反饋4)recognizingandpositivelyreinforcingdesiredservice實施的適當(dāng)做法可包括：excellencebehaviours.1）在交易閉環(huán)反饋）、關(guān)系評估、c)Feedbackofcustomersatanemployeeorteamlevel投訴、建議和贊許的基礎(chǔ)上衡量顧客Appropriatepracticesforimplementationcaninclude:體驗；1)measuringcustomerexperiencesonatransactionbasis2）定期評估與顧客的關(guān)系。顧客經(jīng)(closed-loopfeedback),relationshipevaluations,complaints,理和負責(zé)關(guān)系的團隊?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）鼓勵使用顧客評論。receivetheresults;d）對員工的評價和評估3)presentingcustomerfeedbackonacontinuousbasistoall實施的適當(dāng)做法可包括：employees;1）使用包括共情在內(nèi)的，基于卓越4)encouragingandusingcustomerreviews.的評估工具；d)Evaluationandassessmentofemployees.2）在個人層面采取能力或結(jié)合結(jié)果Appropriatepracticesforimplementationcaninclude:的目標（導(dǎo)向型）協(xié)議。1)useofevaluationandassessmenttoolsbasedone）識別和認可系統(tǒng)excellence-drivenkeyperformanceindicators(KPIs),including實施的適當(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，來實施獎勵計劃／認可制e)Recognitionoracknowledgementsystem度，表彰優(yōu)秀的服務(wù)行為；Appropriatepracticesforimplementationcaninclude:3）使用非經(jīng)濟獎勵，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excellentservicebehaviourusingregular360°customerand／創(chuàng)新工作組中。stakeholderfeedback;f）員工反饋機制3)useofnon-financialrewards,forexample,byinvolving實施的適當(dāng)做法可包括：employeesininternaltraining,representingtheorganizationin1）組織與最高管理層和員工的非正internalandexternalpresentationsandintegratingtheminservice式會議;improvementorinnovationtaskforces.2）向員工提供一個可以直接聯(lián)系董f)Employeefeedbackmechanism事會成員和最高管理層的電子郵件，Appropriatepracticesforimplementationcaninclude:以便員工提交想法、問題和投訴，并1)Organizinginformalsessionswithseniormanagementand保證員工能及時得到答復(fù)；12表A.2 (續(xù))項目原文譯文employees;Settingupanemailaddressforemployeestodirectlycontactboardmembersandtopmanagementforsubmittingideas,questionsandcomplaints.Employeesareguaranteedtoreceiveatimelypersonalanswer;Conductingimprovement-drivenemployeesurveys,forexample,employeesatisfaction,commitmentandmotivationsurveys.3）開展以改進為導(dǎo)向的員工調(diào)查，例如，員工滿意度調(diào)查和激勵調(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a)Scopeanddepthoflisteningtocustomersa）傾聽顧客的范圍和深度（CreatingAppropriatepracticesforimplementationcaninclude:實施的適當(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)驗的共同設(shè)計）；crowdsourcing,experience-basedco-design);3）了解未來趨勢，組織趨勢調(diào)查。3)developinganunderstandingoffuturetrendsandorganizingb）數(shù)據(jù)采集與運用trendscouting.實施的適當(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)布前與顧客一起測試產(chǎn)(CRM)tool;品和關(guān)注服務(wù)體驗；2)testingproductsandtheserviceexperiencewithcustomers（即beforelaunch;那些直接與顧客接觸的員工）定期會3)ensuringregularpresenceofthetopmanagementwith面。employeesonthefrontline(i.e.thoseindirectcontactwithc）適應(yīng)顧客的需求、預(yù)期和愿望customers)實施的適當(dāng)性做法可包括：c)Adaptingtocustomerneeds,expectationsanddesires1）開展趨勢研究，跟蹤和預(yù)測趨勢Appropriatepracticesforimplementationcaninclude:變化；1)conductingtrendstudies;followingandanticipatingtrends;2）安排流程再造；2)organizingprocessre-engineering;3）實施不斷發(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表達和未表達的客戶需求轉(zhuǎn)化為實expressedandunexpressedcustomerrequirementsintocritical際服務(wù)。servicerequirements.設(shè)計和更新卓越的用戶體驗Designingandrenewingoutstandingcustomerexperiencesa）設(shè)計和記錄用戶體驗a)Designinganddocumentingthecustomerexperience實施的適當(dāng)性做法可包括：Appropriatepracticesforimplementationcaninclude:1）開發(fā)并使用服務(wù)藍圖；1)developingandusingserviceblueprints;2）研究客戶旅程中的情緒因素并創(chuàng)2)researchingemotionsduringcustomerjourneysandcreating建客戶細分、客戶資料和客戶角色；13表A.2 (續(xù))項目原文譯文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旅translatingtheseintoemployeebehaviourandrequirementsfor程要求；customerjourneys;5）與員工密切合作（基于體驗的共5)usingworkshopsforcustomersandemployeestoco-design同設(shè)計），為客戶和員工組織研討會customerjourneysleadingtothetargetedcustomerexperience,來共同設(shè)計客戶旅程，從而實現(xiàn)有針doneinclosecooperationwithemployees(experience-based對性的客戶體驗；co-design);6）共享客戶體驗文檔以消除組織內(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）。platforms).b）制定服務(wù)標準并兌現(xiàn)服務(wù)承諾b)Settingorganizationalservicestandardsanddeliveringthe實施的適當(dāng)性做法可包括：servicepromise1）向客戶傳達明確制定的服務(wù)水平Appropriatepracticesforimplementationcaninclude:和高滿意度。這可以通過服務(wù)保證、1)Communicatingexplicitlyformulatedservicelevelsoreven服務(wù)或客戶章程和服務(wù)承諾等行為totalsatisfactiontocustomers.Thiscanbedonewithcodesof準則來實現(xiàn)。conductsuchasserviceguarantees,serviceorcustomercharters2）對所有客戶旅程使用內(nèi)部服務(wù)標andservicepledges.準。2)Usinginternalservicestandardsforallcustomerjourneys.c）將客戶體驗概念涵蓋到整個組織c)Deploymentofthecustomerexperienceconceptthroughoutthe中organization實施的適當(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）實施持續(xù)改進計劃，致力于培養(yǎng)2)implementingcontinuousimprovementprogrammesdedicated對客戶的關(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實施的適當(dāng)性做法可包括：Appropriatepracticesforimplementationcaninclude:1）定義提供針對性體驗的可及性、1)definingrequirementsofaccessibility,easeandproactivityto易用性和主動性要求；deliverthetargetedexperiences;2）推出前瞻性解決方案（例如通過2)organizingforwardresolution(e.g.throughpredictive預(yù)測分析）；機構(gòu)了解客戶可能遇到analytics);theorganizationknowswhatproblemscustomersare的問題，并主動通知他們避免此類問likelytoencounterandproactivelyinformthemtoavoidsuch題；problems;3）就服務(wù)恢復(fù)的服務(wù)水平向客戶傳3)communicatingspecificserviceguaranteestocustomersonthe達具體的服務(wù)保證。servicelevelofservicerecovery.服務(wù)創(chuàng)新管理Serviceinnovationmanagementa）創(chuàng)新文化a)Innovationculture實施的適當(dāng)性做法可包括：14表A.2 (續(xù))項目原文譯文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)計工具和方法；3)useofservicedesigntoolsandmethods;4）為員工或團隊安排專門的時間段4)organizingdedicatedtimeslotsforemployeesorteamstowork進行創(chuàng)新工作；oninnovations;5）與客戶和其他利益相關(guān)者共同創(chuàng)5)organizingco-creationininnovationwithcustomersandother新。stakeholders.b）結(jié)構(gòu)化的創(chuàng)新過程b)Structuredinnovationprocess實施的適當(dāng)性做法可包括：Appropriatepracticesforimplementationcaninclude:1）組建創(chuàng)新委員會，該委員會定期1)makinguseofaninnovationboard,aboardthatmeetsona舉行以提出新想法；regularbasisinordertodecideonnewideas;2）使用創(chuàng)新漏斗，通過使用特定步2)theuseoftheinnovationfunnel,aconcepttostructurethe驟和創(chuàng)新過程控制門來構(gòu)建創(chuàng)新過innovationprocessbyusingspecificstepsandgoorno-go程；decisionsorcontrolgatesforeachnextstepoftheinnovation3）組織共創(chuàng)，借助客戶描述的當(dāng)前process;與理想中的客戶旅程，實現(xiàn)理想的客3)organizingco-creation,sothatcustomersnotonlydescribethe戶旅程;currentcustomerjourneybutalsotheidealcustomerjourney;in4）基于價值主張、服務(wù)戰(zhàn)略、目標thelastphasetheyhelpimplementthisidealcustomerjourney;關(guān)系與客戶體驗之間的聯(lián)系，使用商4)theuseofabusinessmodelcanvasfordesigninganinnovative業(yè)模式畫布來設(shè)計的創(chuàng)新商業(yè)模式。businessmodelbasedonthelinksbetweenvalueproposition,servicestrategyandtargetedrelationshipandcustomerexperiences.卓越運營服Managingcustomer-experience-relatedefficientandeffective管理與客戶體驗相關(guān)的高效流程和務(wù)processesandorganizationalstructure組織結(jié)構(gòu)（Operationala)Managingcustomer-experience-relatedprocessesa）管理與客戶體驗相關(guān)的流程service1)regularevaluationofcustomer-experience-relatedprocesses1）定期評估與客戶體驗相關(guān)的流程excellence）(e.g.mysteryshopping,serviceexcellenceaudits,monitoring（KPIKPIsofperformanceandsocialmedia);績效監(jiān)控和社交媒體）；2)evaluationofprocessqualityfromacustomer’sperspective2）從客戶的角度評估過程質(zhì)量（例(e.g.bycustomerjourneymonitoring,customerdiariesand如通過客戶旅程控、客戶日記和定期regularcustomersurveys);客戶調(diào)查）；3)regularimprovementofcustomer-experience-relatedprocesses3）與客戶體驗相關(guān)流程的定期改進(e.g.errororcomplaintmanagement,qualitycircle,usergroups（例如錯誤或投訴管理、品質(zhì)圈、就andcustomercommunitiestoexchangeonserviceandprocess服務(wù)和流程需求進行交流的用戶群ideasandneeds);體和客戶社區(qū)）；4)regularrevisionofcustomer-experience-relatedprocesses.4）定期修訂客戶體驗相關(guān)流程。b)Deployingcustomer-experience