Research Information Service Process Modeling And Optimization Method Based On Service Blueprints

Now, the rapid development of the internet and communication technologies, it not only promotes the development of Information Services, but also bring greater challenges to Information Services. On the one hand, there are a variety of Information Services. Both their processes are complex and varied, and fields and industries that provided Information Services are constantly expanding. On the other hand, customers are constantly improving the quality and quantity of Information Services. Many factors lead to customer dissatisfaction with the quality of Information Services. There are many factors impact on customer satisfaction. Therefore, it is very necessary to entirely analyze the information service process and find critical factors. So that, we can be more effective information services process optimization and improve customer satisfaction for Information Services. This paper studies the narrow Information Services, including information reporting and publishing services, information retrieval services, information consulting services.Firstly, this paper discusses the background and significance of Information Services. Meanwhile, to study status of Business Process, Business Process Modeling and Business Process Management. It identifies the main research content and ideas and establishes the basic framework.Secondly, to introduce the basic theory, including Service Blueprint, Business Process Improvement and Service Evaluation Methods. Through introduce the Service Blueprint theory, we understand the elements of the Service Blueprint and drawing methods, as well as the key point of the Service Blueprint. To introduce the Business Process Improvement theory and define the principles and methods. To study and analyze Customer Perceived Service of Quality evaluation model and the evaluation methods, and study and analyze customer perceived service quality evaluation model and the evaluation method. And expounds why it’s feasible to apply these theory and method to information service quality analysis, business process improvement and service quality improvement.Thirdly, this paper analyses the information service process and constructs the Information Service Blueprint in the dimensions of consumer behavior, front desk behavior and support behavior, from the perspectives of Service Blueprint and Consumer-Oriented Service. Then, this paper designs the investigation based on Information Service Blueprint and PZB service quality dimensions, and uses SERVPERF method to access the service quality, which can help optimize the information process.At last, this paper takes the 10086 for example to do an experiment, which includes constructing its Service Blueprint, designing the investigation, accessing its service quality. And then this paper gives the advices to optimize service process of 10086.