服务提供过程应用实例

1　服务提供过程的策划1.1　概述服务是为满足顾客需要 ,供方与顾客接触的活动和供方内部活动所产生的结果。服务是一种通过服务人员和服务机构的劳动而产生的无形产品。组织应策划和开发服务提供所需的过程 ,并规定策划的内容。服务策划内容必须树立预防为主的观念 ,加强预防控制 ,突出早期管理 ,合理策划是保证顾客满意的最基本的条件。在服务策划中消除服务缺陷的隐患要比在服务提供中的纠正投入少得多。1.2　确定产品实现的过程为实现服务 ,首先应确定需要哪些过程以及这些过程的顺序安排 ,通常可以服务过程的活动流程图形式表示。这种…     

客户关系管理系统的开发与应用

以客户为中心,尽可能了解客户需求,建立快速应答用户询问通道,适应客户对产品的多样化需求,有利于发掘客户,为客户提供更好的服务,并可以实现对客户信息的集成管理,快速获取并满足碎片化、个性化的用户的信息和需求,提升互联网时代公司对用户诉求的响应速度.     

打印真正价值所在

利盟文件输出管理服务是一种业务模式,用户通过与利盟建立战略合作伙伴关系,可以更好的监控和管理打印设备,同时,能够更加合理化的使用输出设备.在对用户量身定制动态的文件输出管理服务之前,利盟会对用户进行初期评估,提供顾问服务.在初期评估过程中,利盟将对企业从创建到处理再到归档的整个业务文档生命周期进行调研及评估,从而定制出满足用户特殊需求的最合适的打印技术服务.     

对提升兰州地区用户忠诚度的几点思考

1 前言 　　用户忠诚是指由于价格、产品/服务特性或其他要素引力的影响,用户长久地购买某一品牌产品或服务的行为.有人称现代企业竞争的过程就是争夺用户的过程,更为重要的是,忠诚的用户成为“传道者“,努力向其他人推荐企业的服务,并愿意为其所接受的服务支付较高的价格(溢价).可以说,忠诚用户的数量决定了企业的生存与发展,也是企业长治久安的根本保证,忠诚用户是企业竞争力重要的决定因素,更是企业长期获得理想利润的重要源泉.……     

浅谈网络环境下县级图书馆信息服务工作

随着网络信息技术的发展,网络环境对县级图书馆信息服务产生了深刻影响,图书馆就必须在信息服务理念、信息服务方式、信息服务手段、信息服务效率等方面进行变革和转变.网络环境下县级图书馆应加强信息资源建设、加强用户培训、提高馆员素质、扩大资源宣传等为用户提供优质的服务.     

粉末注射成形不锈钢--制取工艺、性能、应用--

讨论了粉末注射成形可以制备哪些不锈钢;现在用粉末注射成形已能制备哪些不锈钢;在制备这些不锈钢时哪些工艺应特别予以关注.由这些不锈钢制成的MIM零件所能达到的磁性能、力学性能和耐腐蚀性能.最后,提供了这些不锈钢的选用准则和一些应用实例.     

产品实现过程应用实例

1　产品实现过程的策划1.1　概述产品实现过程是质量管理体系中 ,从识别与体系相关产品要求开始到向顾客交付产品并包括交付后服务的全部过程 ,也是质量管理体系直接增值的过程。在每个产品实现前 ,组织首先应当进行产品实现所需过程的策划 ,以采取必要的措施达到产品的目标和要求。产品实现的策划 ,应与质量管理体系的其他过程要求相一致 ,即符合 4 .1条款中提到的要求 ,要识别被策划的产品所需的所有过程 ,并确定过程的顺序和相互作用 ,以及如何控制过程。1.2　确定产品实现的过程为实现产品 ,首先应确定需要哪些过程以及这些过程的顺序安…     

本钢构建先期介入EVI服务体系的探索

介绍了先期介入EVI的概念,概述了本钢构建EVI服务体系的经营思维模式和发展目标,从当前汽车用钢的发展形势引入车厂对钢铁企业的技术要求,以及钢铁企业从研发、生产和销售的传统模式向供应商先期介入EVI服务模式的转变。详述了以用户为中心,针对车身研制的每个阶段,本钢可以为车厂提供相应的EVI技术服务手段,包括应用分析、车身设计、工具、制造和生产监控等多方面的技术支持。对本钢EVI服务的团队提出了具体的要求——"成为用户信赖的专家"。     

谈律师职业保密义务

律师是为当事人提供法律服务的专职人员,律师应对职业中的秘密负责保密,否则应承担相应的责任.律师在执业中接触到委托人的个人隐私,商业秘密或其他个人资料、信息,未经委托人同意不得向第三人公开,甚至不得向国家机关公开.律师都有为委托人保守秘密的责任.     

一种基于RBAC模型在钢铁企业MES系统中的应用

在基于角色访问控制的模型中,用户权限按角色进行统一设置,使系统可以实现用户以不同身份登录验证后具有不同的操作界面,提高了系统的易用性和健壮性。结合按组织结构职能进行资源分配的策略,实现了二级管理员授权模式,对于一个大型系统而言更加方便和安全。     

Breast awareness project for women with a learning disability

In 1995/6, while conducting a quality assurance evaluation in a residential group home for adults with a learning disability, the subject of breast screening and the importance of early detection of breast abnormalities was raised by a member of staff. At the time, the Mulberry Trust had a quality standard that women between 50 and 64 years who are supported in continuing care should attend breast screening clinics on a 3-yearly basis if they wish. A pilot scheme was devised based on the premise that breast awareness for service users should be promoted. It was decided that the scheme should include a breast examination, conducted on a monthly basis, ideally by the service users themselves, or by suitably trained staff on their behalf. The pilot scheme was implemented using available research and training was provided for qualified nursing staff within the trust. The training covered breast cancer prevention and breast awareness. After 7 months the scheme was evaluated and changes were made to policy and practice, including consultation with the trust's ethics panel regarding implementation of procedures. Training for staff in breast awareness continues and the scheme is slowly being introduced across the trust to enable all service users to be involved, both in residential homes and community settings. However, in future, the emphasis will be on identifying changes in the breast during normal care routines, such as bathing and dressing, as opposed to formal, clinical examination.     

网络环境下企业图书馆的信息服务策略

随着企业网络化环境的构建，职工的信息需求发生了很大的变化。企业图书馆作为企业的信息资源中心，面对网络环境的冲击，应调整信息服务策略，构筑新的信息服务平台，满足用户的需求。     

Necropsies in HIV medicines

OBJECTIVE: The objective of this study was to determine the availability of necropsy services to departments dealing with HIV positive patients, and to assess their satisfaction with, and utilisation of, these services. METHOD: Confidential questionnaires were sent to 187 consultants in genitourinary medicine and infectious diseases departments within the United Kingdom and Ireland. One hundred and forty four (77%) replies were suitable for analysis. RESULTS: Seventy five (52.1%) centres had a routine necropsy service, compared with 59 (41.0%) which did not, including 15 (10.4%) with no service provision. Sixty one (42.4%) centres were satisfied with their current service; however, 31 (21.5%) clinics were not satisfied. The majority of service users considered necropsies to be beneficial in the subsequent management of HIV positive patients. CONCLUSION: The provision of services for HIV necropsies varies considerably. We advocate that they should be uniformly available, and that the dissatisfaction with current services should be addressed.     

A review of studies of heavy users of psychiatric services

OBJECTIVES: This paper reviews studies of patients who are heavy users of psychiatric services and identifies areas in which further research and evaluation are indicated. METHODS: Extensive searches were conducted of the English language psychiatric and psychological literature before 1994. Important references from initially identified studies were followed up. More than 200 articles were reviewed, 72 of which are described in this review. The 72 papers were selected because they dealt with three questions: What is heavy service use? What patient characteristics contribute to it? What service delivery characteristics contribute to it? RESULTS AND CONCLUSIONS: Criteria for identifying and defining heavy users of psychiatric services vary among studies. Few studies of heavy service users have attempted to examine use of all psychiatric services, both inpatient and community based. In most studies, 10 to 30 percent of patients are identified as heavy users, those who utilize between 50 and 80 percent of service resources. This group consists of a constantly changing cohort of patients who generally have psychotic illnesses as well as comorbid personality disorders and high levels of drug and alcohol misuse. Few studies have examined social issues such as isolation, homelessness, and social support, although these factors appear to contribute significantly to heavy service use. Few attempts have been made to define heavy-user groups in fiscal terms. More research on heavy users of psychiatric services is clearly needed to improve providers' ability to plan appropriately targeted mental health services for this disabled group of patients who use expensive resources.     

Estimating the satisfaction of information users

Several factors influence the responses of users of information retrieval systems who are asked to evaluate the service provided by a system. To realistically estimate user satisfaction, different aspects of the search outcome should be explored. This paper analyzes the data obtained in a follow-up questionnaire sent to a sample of MEDLINE users who had requested searches at seven information centers within a two-month period. The questionnaire requested the user's appraisal of the value of the search and of the usefulness of the retrieved references. A comparison of different items of the questionnaire revealed some contradictions between an overall appraisal of the service and more specific responses on the outcome of the search. Caution is advised in inferring the satisfaction of information needs from the users' evaluation of an information retrieval system.     

Improving Public Urban Services through Increased Accountability

This paper is concerned with the potential of accountability to improve the performance of public urban services. A number of assumptions are made in the literature relating to accountability; these concern the necessity of multiple strategies of accountability, information symmetries, sanctions, trust, homogeneous service users, community-level answerability, incentives, self-regarding behavior, and for users’ voice to be heard in service delivery. It is the purpose of this paper to reconsider these theoretical propositions for the functioning of accountability in light of practical experience from the United Kingdom, South Africa, Bangladesh, and South Korea. Each of these case studies was selected to illustrate a different form of accountability. The forms of accountability investigated in this research are professional, political, user, and managerial accountabilities. An assessment is made of whether accountability is demonstrated in these case studies in the way predicted by the literature. The empirical data demonstrate that factors like multiple strategies and information/resource symmetries are critical to accountability but that there is only partial evidence to support the need for sanctions, trust, incentives, self-interest, and user voice for effective service delivery. The research indicates the need for greater emphasis on the operation and maintenance of urban services and direct accountability to service users. However the assumption that service users are homogeneous is disputed. This paper concludes with a review of the practical implications of strengthening accountability as a means to improve the performance of urban services.     

论图书馆的全面质量管理

论述了图书馆实行全面质量管理的概念、内容和实施方法，倡导以全面质量管理提高图书馆的服务质量，更好地为用户服务。     

The meaning of patient satisfaction: an explanation of high reported levels

The social policy background to the proliferation of patient satisfaction surveys is a desire for increased patient representation and participation. Within this context, it is assumed that satisfaction surveys embody patients' evaluations of services. However, as most surveys report high satisfaction levels, the interpretation of satisfaction as the outcome of an active evaluation has been called into question. The aim of this study is to identify whether and how service users evaluate services. This was made possible through unstructured in-depth interviews with users of mental health services and through more structured discussion around their responses on a patient satisfaction questionnaire (CSQ 18B) whose psychometric properties has been well documented. Twenty-nine people with current or recent contact with mental health services within the British National Health Service were interviewed. The data revealed that service users frequently described their experiences in positive or negative terms. However, the process by which these experiences were transformed into "evaluations" of the service was complex. Consequently, many expressions of "satisfaction" on the CSQ 18B hid a variety of reported negative experiences. An explanation for this lack of correspondence is outlined.     

The "Telefono Rosso": a service for the prevention of birth defects and for the evaluation of teratogenic risk

The "Telefono Rosso" ("Red telephone") is a specialized service for preconceptional counselling and teratogenic risk evaluation. In both cases the choice of telephone communication allows to reach a wide basin of users with personalized information. The service finds one of its main reasons in the marked disinformation which exists in this field and in the wrong risk perception shown by a high proportion of users. In addition to serving the community to prevent birth defects and to prevent some induced abortions, the "Telefono Rosso" represents a unique opportunity to add to the current body of knowledge by documenting the outcomes of pregnancies exposed to a variety of agents. In this respect the "Telefono Rosso" may be considered an additional source of post-marketing surveillance.     

How can health service users contribute to the NHS research and development programme?

The National Childbirth Trust, along with other groups of health service users, is working with health professionals and researchers in planning clinical trials, setting priorities for research, systematically reviewing research reports, and getting research findings into practice. User groups may bridge the gap between the public and researchers by explaining research issues to a wide audience, presenting the needs and views of health service users to the research community, and suggesting how members of the public may be approached for their views directly. Service users recognise their need for training and support, and they call for development and evaluation of this work.