| 摘要: |
| 目的 对现有代年检服务中常见的问题进行分析，并对其相关服务流程与服务内容进行优化。方法 引入过程链网络分析法(PCN)对现有代年检服务进行分解，梳理目标用户的核心痛点和价值主张，结合服务流程再造法(BPR)，提出代年检服务设计策略。结果 流程烦琐、流程进度透明度低、代年检服务平台确定性弱、服务易中止等是现有代年检业务的主要问题，对代年检服务链路进行再造，提出减少用户独立处理步骤、增强用户的服务过程感知、强化平台服务确定性、减少服务中断等设计策略，以增加用户黏性。结论 在服务创新设计中，引入过程链网络分析法和服务流程再造法，通过对当前服务流程进行模块化的分解与重构，有助于聚焦业务痛点，洞察用户需求，制定有效的优化设计策略。 |
| 关键词: 过程链网络 服务流程再造 代年检 服务设计 |
| DOI：10.19554/j.cnki.1001-3563.2022.10.020 |
| 分类号:TB472 |
| 基金项目: |
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| Design of Agent Annual Inspection Service Based on Process Chain Network Analysis |
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WU Jian-feng, YAO Ji, LU Qing-shu, HUANG Wei
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(Zhejiang University of Technology, Hangzhou 310023, China)
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| Abstract: |
| This paper analyzes the common problems in the existing agent annual inspection service, and optimizes the related service process and service content. The process chain network analysis (PCN) is introduced to decompose the existing agent annual inspection service, and the core pain points and value propositions of the target users are sorted out. Combined with the service process reengineering (BPR), the design strategy of the agent annual inspection service is proposed. The main problems of the agent annual inspection business are complicated process, low transparency of process progress, weak certainty of agent annual inspection service platform and easy service termination. Based on this, the service link of agent annual inspection is reconstructed, and the design strategies of reducing user independent processing steps, enhancing user service process perception and strengthening platform service certainty to reduce service interruption are proposed to increase user stickiness. The introduction of process chain network analysis and service process reengineering in service innovation design helps to focus on business pain points, insight into user needs, and formulate effective optimization design strategies through modular decomposition and reconstruction of current service processes. |
| Key words: process chain network service process reengineering agent annual inspection service design |
