基于PCN分析法的工程机械服务流程设计研究

摘要

在服务流程设计领域,传统的服务蓝图法无法展示多实体参与情况下的服务网络交互关系.为了弥补这一缺陷,首先以PCN思想为指导工具,通过构建PCN图展示多实体在服务展开过程中的交互活动;接着形成服务流程图并依据PCN优化原则对服务流程进行优化设计.最后以工程机械维修服务为例进行了服务流程设计及优化,优化后的服务流程降低了运营成本,提高了服务效率.证明了所提方法的有效性和实用性,而且能更好的识别服务构件,为服务流程模块化奠定了基础.%In the field of service procedure design,service blueprinting can not show the network interactions under the circumstance of more entities involved.In order to compensate for this defect,this paper firstly takes process chain net (PCN) as a tool to build a PCN diagram for showing the interactions in the process of service.Secondly,service flow chart can be established as well as the optimization of service procedure based on PCN principle.Finally,the feasibility of this method can be verified by the construction of PCN map in engineering machinery maintenance service and optimization of service flow.It turns out that the optimization can lower the operating cost and improve the efficiency of service.It also lays the foundation for the follow-up service procedure module development.