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自助服务和外包是两条优化服务的途径。在大多数情况下,两条途径在企业多渠道支持服务提供过程中都起着重要作用。关键是:在何种情况下选择何种渠道以及如何将操作可视化并提升服务的效果。同样关键的还有理解两种模式的推动和影响因素。外包需要考虑很多因素甚至包括政治,以及怎样管理卖方和确保责任的落实。实际上,节省的部分成本可能被在运营和合同基础上管理卖方所需的团队编制所抵消。将什么外包也是要考虑的重大问题。从某种意义上来说,外包是将客户租借给第三方服务供应商的一种形式。那么公司应该把所有客户合同都租借出去呢,还是仅仅租借其中一部分?是
Self-service and outsourcing are two ways to optimize your service. In most cases, both approaches play an important role in providing multichannel support services for the enterprise. The key is: When to choose what channel and how to visualize the operation and improve the effectiveness of the service. It is equally crucial to understand the drivers and influencing factors of both models. Outsourcing needs to consider many factors, including politics, as well as how to manage the vendor and ensure the implementation of the responsibility. In fact, some of the savings can be offset by the teamwork required to manage the seller on an operational and contractual basis. What to outsource is also a major issue to consider. In a sense, outsourcing is a form of leasing customers to third-party service providers. Should the company lease all client contracts, or just rent one of them?