Service Management Of High-tech Enterprise

So far, the research on service management has become an important branch of management science, however, most of them have paid attention to the service business, or the promotion and communication of concepts and theories, or researched on service products by the means of marketing sciences. This paper has targeted the service management of high-tech enterprise and made some explorations on its categories of service management, as well as its main business process and supportive information system construction.Service ability is key enterprise competitiveness, as quality services are quite important to enterprise's survival. At present, many service departments of high-tech enterprises in China are in a period of changing from the cost-center to the profit-center. Many traditional service management theories and processes should be improved and upgraded. The internal drive to enhance service ability is the enterprise's service culture, as well as the allocation of resources and proficient business process. The author expects to describe a high-tech enterprise service system which has some common meanings. The core of the service system is the service ability and its quality management. Nevertheless, the differences of service systems among different enterprises are more than that of their marketing systems, which made it quite difficult to be realized. So far, only some integrated software suppliers such as Oracle, SAP and etc, have made some research in this field. They try to construct an enterprise management system by standard modules' functions, to provide a total solution of support and upgrading the management system. The paper has made some references from their contributions.This paper has 4 chapters. Chapter 1 is the introduction of the concepts and theories of service management. Chapter 2 describes the resource platform which has supported high-tech enterprise's service business. Chapter 3 analyzes some main service business faced by present high-tech enterprises. And the last chapter gives an example of CRM case.This paper may provide some references and suggestions to the service management staff, or those who are researching on the upgrading of enterprise process.