服务企业中的“服务链”模型

制造企业主要生产有形的“物质产品”,服务企业主要生产无形的“服务产品”。同制造企业的“生产流水线”一样,服务企业“服务产品”的生产与消费也存在一条“流水线”,谓之“服务链”。理顺“服务链”,既有利于明确服务企业纵向各层级之间与横向各部门之间(乃至各班组之间)的“责、权、利”,也有助于破除传统等级观念与等级制度、本位主义和山头主义,从而创造和谐一致的服务整体,促进服务观念和制度的现代化。

On Service Chain Model in Service Enterprises

Industrial corporation mainly produces visible physical products, but service corporation mainly produces invisible service products. There exists in a pipelining between production and consumption of service products of these service corporations just as the pipelinging in industrial corporations, namely, service chain. The harmony among all parts of service chain can not only help to understand duty, right and interest among transverse departments or parties and lengthways layers, but also abolish traditional ideas and system of hierachy, individualism and privatism, and make a harmonious service team to promote modernization of service ideas and system.