<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 700; letter-spacing: normal; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><span style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 16px; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">导语</span></strong><span style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">：</span><span style="display: inline !important; float: none; background-color: rgb(255, 255, 255); color: rgb(25, 25, 25); font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">服务型企业要通过对价值用户的细化服务，一体经营，形成模板，示范带动整个用户群体的成长。</span></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">我们确信服务经济真的到来</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">1999年，*服务业的就业人数占总就业人数的80%，所创造的价值至少占国内总产值的78%。服务业在世界各国已经逐渐成为一支主导力量。在制造业和信息技术产业中服务是一项必要的业务，因为这些企业都已认识到要进行全球竞争，就要提供优质的服务。这些行业中的大部分利润来自于服务。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">在通用电气公司，首席执行官杰克·韦尔奇发动了一场名为“第三次革命”的运动，旨在把通用电气的增长率增加到两位数。“第三次革命”的重点之一就是推动通用电气更深入地进入服务业。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">我们更清楚服务等于利润。从20世纪90年代中期开始，企业对于服务战略的可行性就有了显著的需求。学者们也构建了一个可靠的方案，即适当实施服务战略可以带来大量利润。这比关注成本节约的战略或者希望同时实现这两方面的战略所能够实现的利润更多。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><img src="http://5b0988e595225.cdn.sohucs.com/images/20171030/b586a33fe4204fba87108d359dd67923.jpeg" style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; display: block; font-size: 100%; height: auto; margin-bottom: 0px; margin-left: auto; margin-right: auto; margin-top: 10px; max-width: 100%; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;" width="90%" /></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">服务转型，我们中国企业做得如何？</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">我们来看看中国的企业在服务转型方面做得如何。很多人都认为近些年来我们的服务已经做得非常深入，更多的人认为在服务上我们已经做得很好了，但我认为事实并非如此。在对服务、品质、渠道、服务管理、职能这几个服务价值体现点的理解上，我们还存在着非常大的偏差。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">第一，对服务的理解并不深刻。</strong>我到企业调研的时候问大家，如何看待价值链上所有环节的价值。很多人的观点是：价值链整合就是社会优势资源为我所用，以及资源获取后的善用、活用、用好。然而这是错误的，价值链整合应该是为社会优秀资源服务，资源整合后可以获得价值分享。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">第二，对品质的理解不够深刻。</strong>对于品质，没有谁会忽略它，所有的企业也都视品质为企业的生命。从这个意义上说，品质的确引起了企业足够的重视，但是，如果我们仔细分析起来，这其中还是有问题的。大家普遍认为品质就是追求生产合格率100%、客户零投诉等，做到这些就是达到“品质”的要求了。实际上这也是不对的，真正的品质需要有可衡量的标准不是客户投诉为零，而是具有好的处理客户投诉的能力。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><img src="http://5b0988e595225.cdn.sohucs.com/images/20171030/a289aa7bf1bb4e72880334e8d531fa11.jpeg" style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; display: block; font-size: 100%; height: auto; margin-bottom: 0px; margin-left: auto; margin-right: auto; margin-top: 10px; max-width: 100%; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;" width="90%" /></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">第三，对渠道作用的理解也有待加深。</strong>渠道商的作用似乎一直是一个脱离企业的话题。对于很多企业来说，渠道商是一个需要特别留意的对象。很多人认为一方面要整合优秀的中间商，另一方面要让优秀的中间商共同为终端服务。这种理解同样是错误的，应该界定优秀的中间商；确定中间商的服务价值，即物流价值。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">第四，对服务管理的理解。</strong>服务能否真正起作用，除了服务本身之外，还取决于服务管理是否有效。但是对于服务管理很多人认为，服务管理是现场管理，服务管理是过程管理。这样理解服务管理太过简单了，实际上，服务管理的内容非常丰富，包括7个层面：时限、流程、适应性、预见性、信息沟通、顾客反馈以及组织和监督。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">第五，对职能的理解。</strong>职能如何配合服务是很多企业需要关注的问题，我们也看到很多很好的企业例子，但是大多数企业还不能够很好地解决这个问题。根本的原因在于，对职能的理解限于：只有形成一个跨职能的工作小组才有可能协调各个方面的服务作用。然而这样会使企业的组织体系变得可有可无，因此正确的理解是，职能应该表现为系统的能力以及流程的能力。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">企业实现服务转型要做哪些准备？</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">实现服务转型是企业适应新的经营环境的关键，具体来说，要做好以下六个方面的准备。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">1. 服务文化准备</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">服务文化价值观的核心最终还是回归于服务价值，而服务价值具体体现在以下3个方面。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">第一，只有将同质化的产品竞争推进到价值链与价值链的竞争，我们才能真正使产品成为向用户交付价值的载体，才能使产品真正成为整体解决方案中不可或缺的、真正具有竞争力的部分。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">第二，价值链服务平台是通过服务来体现价值的关键的，所以企业要力争成为价值链上优质资源的提供商。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">第三，服务价值对于企业来说，就是从产品优势升级到组织优势的阶梯和从产品同质化竞争升级到服务系统化竞争的基石。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><img src="http://5b0988e595225.cdn.sohucs.com/images/20171030/5b8a08df6cd54aaf92ee08b615ba655c.jpeg" style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; display: block; font-size: 100%; height: auto; margin-bottom: 0px; margin-left: auto; margin-right: auto; margin-top: 10px; max-width: 100%; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;" width="90%" /></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">2. 与客户无边界</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">宝洁与沃尔玛的合作堪称这一方面的典范。宝洁与沃尔玛一同制订了一项双方长期遵守的合约：宝洁向沃尔玛透露了其各类商品的成本，保证沃尔玛有稳定的货源并享受尽可能低的价格；沃尔玛也把连锁店的销售和存货情况按时向宝洁传达。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">这种合作关系使宝洁更加高效地管理存货，简化生产程序，从而降低商品成本；也使沃尔玛可自行调整各店的商品构成，做到价格低廉、种类丰富，从而使顾客受益。在具体做法上，宝洁成立了跨职能客户服务小组，他们与沃尔玛物流中心一起办公，时刻监控宝洁产品在沃尔玛的销量变动、库存周转率、销售毛利率等业绩表现，这些指标同时也是评价客服小组工作成绩的依据所在。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">要成长为服务型企业，就要以用户价值*化为宗旨，改变传统的营销模式</strong>；要使每个岗位上的员工都承担起帮助用户成长的责任，即通过专长能力的发挥提升用户对我们产品的应用水平。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><img src="http://5b0988e595225.cdn.sohucs.com/images/20171030/b6d2a22565794971943a110e61146a86.jpeg" style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; display: block; font-size: 100%; height: auto; margin-bottom: 0px; margin-left: auto; margin-right: auto; margin-top: 10px; max-width: 100%; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;" width="90%" /></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">3. 用户需求驱动流程</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">要成长为服务型企业，不能传统地保持原有的职能部门，被动地等待客户要求，而应主动地根据用户的需求牵引内部流程来解决问题。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">通过对服务型企业模型的理解可以知道，流程并非起始于某一岗位而结束于另一岗位，而是始于客户需求的提出而终于客户问题的解决。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">4. 流程界定职责</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">设置职能部门的目的在于使专业化分工优势明显，因此这实际上是以职责为导向的，而非以解决问题为导向；是人所属的专业化，而不是能力的专业化。要成长为服务型企业，就不能再以职责范围作为设置职能部门的标准，而要以能使员工在流程中承担相应的职责、协同解决用户问题为界定标准。</p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><img src="http://5b0988e595225.cdn.sohucs.com/images/20171030/3309b0690b2a472787e7d4893fd4494c.jpeg" style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; display: block; font-size: 100%; height: auto; margin-bottom: 0px; margin-left: auto; margin-right: auto; margin-top: 10px; max-width: 100%; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;" width="90%" /></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; margin-left: 0px; margin-right: 0px; margin-top: 0.63em; orphans: 2; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><strong style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; font-size: 100%; font-weight: 700; margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 0px;">5. 培育员工服务专长</strong></p>
<p style="border-bottom-color: currentColor; border-bottom-style: none; border-bottom-width: 0px; border-image-outset: 0; border-image-repeat: stretch; border-image-slice: 100%; border-image-source: none; border-image-width: 1; border-left-color: currentColor; border-left-style: none; border-left-width: 0px; border-right-color: currentColor; border-right-style: none; border-right-width: 0px; border-top-color: currentColor; border-top-style: none; border-top-width: 0px; color: rgb(25, 25, 25); counter-reset: list-1 list-2 list-3 list-4 list-5 list-6 list-7 list-8 list-9; font-family: "PingFang SC",Arial,"微软雅黑","宋体",simsun,sans-serif; font-size: 100%; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; margin-bottom: 1.8em; ma
