目录第1章概述··························································································31.1总体说明·························································································31.2原则和目标······················································································41.3概念定义·························································································51.3.1什么是流程·················································································51.3.2流程的分类及原则········································································51.3.3流程管理的定义···········································································7第2章服务流程的设计规范······································································72.1服务流程分类方法与标准····································································72.2服务流程接触点梳理规范····································································72.2.1服务流程接触点定义·····································································82.2.2接触点设计原则···········································································82.2.3接触点管理方法···········································································82.2.4接触点的查找方法·······································································11第3章服务流程的管理规范·····································································213.1服务流程的支撑管理········································································213.1.1组织设置···················································································213.1.2职责分工··················································································223.2服务流程的测量分析········································································243.2.1流程监控规范·············...
