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目录
第1章 概述 ······················································································································· 3
1.1 总体说明 ··································································································· 3
1.2 原则和目标 ······························································································ 3
1.3 概念定义 ··································································································· 4
1.3.1什么是流程 ························································································· 4
1.3.2流程的分类及原则 ·············································································· 5
1.3.3流程管理的定义 ············································································ 6
第2章 服务流程的设计规范 ······································································· 6
2.1服务流程分类方法与标准····································································· 7
2.2·········································································· 7
2.2.1 ························································································· 7
2.2.2·························································································· 7
2.2.3 ································································································· 8
··························································································· 11
第3 ··························································································· 22
3.1服务流程的支撑管理 ····························································································· 22
3.1.1组织设置 ··········································································································· 22
3. 1.2职责分工 ·········································································································· 22
3.2 服务流程的测量分析 ···························································································· 25
3.2.1 流程监控规范 ····
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