服务模块化的建构与应用研究

【作者】 李秉翰；

【导师】 芮明杰；

【作者基本信息】 复旦大学 ， 企业管理， 2010， 博士

【摘要】 服务在社会经济的演化过程中具有举足轻重的地位。服务可以是依附于实体商品的附加价值,也可以自成为独立运作的功能部门,或是对于顾客的一种单纯行为。但由于服务的无形性、异质性、易逝性与同步性等不确定因素造成服务质量的管控困难,除了无法有效地因应顾客多样的个性化需求之外,服务质量也难有稳定而标准的输出。因此,企业或服务组织无不在改进服务质量的议题上努力研究和开发,目的是为了能够找到一个完善的运作方式,发展定制化与标准化兼具的服务系统,在满足顾客需求的前提下,保证服务质量的稳定输出并达到可复制的一致性。模块化理论从工业产品和制造工序发展而来,具有标准化的控制单元和弹性组合的产制特性,是一种能够适应标准化生产和因应定制化需求的现代生产模式。模块化系统由特定的标准功能模块、联系界面(接口)和特定的联系规则所组成,应用于服务行为与服务提供的过程,不但可以建构出具有标准生产和可控的服务模块,由标准服务模块单元所构筑的服务模块化系统更具有因应顾客多样需求的弹性通过标准模块的产制有助于对服务行为进行层次性的切割和分析,服务功能的完全复制和移植,也可以在不同的时间和区位重复展现成功的服务典范,有利于服务组织的派生和外包代理的实现,以获取规模经济与比较优势的利益。本研究基于模块化理论展开,利用服务蓝图的设计方式逐步发展服务模块化的建构,通过离散事件的层次解构方法,将复杂的服务系统分解为数个由资源要素所组成的服务行为,以投入资源为系统的切割准则,将服务行为分成人员、技术、信息、硬件设施设备等四个模块。在服务模块的建构过程中,以仿真模拟的方式进行模型的建立与优化,通过功能单元的控制机制建立模块的运作标准。在许多现实案例中,服务过程或服务行为都有类似于模块化的组成和运作机制,本文将提出几个相关的服务案例,进行行为层次的解析与模块的构成说明,以作为理论性模型的实作和现实应用上的例证。服务模块化的开发和现实的成功应用,将有助于服务操作的进一步管理。除了对于复杂系统进行较为细部的解构和分析之外,还能够有效地控管服务问题的产生和解除。在功能管制的方面,也可以利用模块的管理方式对复杂系统进行分部管理,不但能够因应服务的不确定需求,还能够发挥各部门的专长效用,并专注于组织核心专业的提升和创新。通过服务外包或模块制造商的代理方式,还可以节约组织自身研发的时间和研制过程失败的成本支出,能够快速地取得外部的资源优势,以及有效地导入其它专业的研发成果,并产生不同文化与技术的冲击与激励作用,对于服务组织的成果与管理复制、连锁事业发展和全球化标准管理亦都具有相当的帮助。更多还原

【Abstract】 Service has played an important role in the evolution of social economy. Service is embodied in various forms, such as the added value attached to commodities, independently-operated departments and actions towards customers. Due to service’s intangibility, heterogeneity, perishability and synchronicity, it is hard to manage the quality of service. In addition, how to effectively fulfill customers’different needs has long been an issue and there is no uniformed standard of service quality. Therefore, entrepreneurs and service organizations have explored the ways to enhance service quality, so as to find an improved operational modes, work out a service system both customized and standardized, and guarantee the stable and replicable service quality on the basis of meeting customers’demands.Evolving from industrial products and manufacture process, characterized by standardized control units and flexible combination, the theory of modularity is suitable for the modern production pattern featured by standardized manufacture and customized demands. Modularity system consists of standardized function modules, interfaces and specific rules of connection. Applied in service conducts and supply of service, it can build standardized and controllable service modules, which can provide a more flexible service modularity system. It is conducive to the analysis of service conducts and replication and transplant of service function, helps present model service at different time and different places and is beneficial for the expansion of service organizations and outsourcing in order to achieve the benefits of scalable economy and comparative advantages.Based on the theory of modularity, the research uses the designing method of service blue-printing to develop the structure of service modularity, applies the level structure of discrete event to decompose the complicated service system into resources-based service conduct, and takes advantage of the cutting method of invested resources to divide service conducts into four modules—personnel, technology, information and hardware equipment. During the process, models are built and optimized by simulation, the operational standards are based on the controlling mechanism of functional units. In many real cases, service conducts have the similar components and mechanism as modules. The paper highlights several relevant service cases and explains the levels of service conducts and constitutes of modules to serve as the proof for the theoretical modularity and real application.The development and successful application of service modularity will be conducive to the management of service operation. Apart from the detailed decomposing and analysis of complicated systems, it helps effectively control and manage the problems occurred in the service. In terms of control and management of functions, it can meet different demands, bring the potentials of various divisions into full play and improve organizations. Through outsourcing and module manufacturers, time for research and development as well as the cost incurred by failures can be saved, so that external resources can be obtained, other research achievements can be gained and the conflict and encouragement among different cultures and techniques will exist, which will exert positive influence on service organization, replication of management, development of chain business and global standardized management.更多还原