Research On The Improvement Of Internal IT Customer Service System Of Baidu Company Based On Kano Model

With the continuous progress of information technology,enterprises are growing faster by using information technology.All major enterprises are paying more attention to the improvement of management level and operational efficiency through the construction of their own IT system.It shows that modern enterprises have completely abandoned the traditional office methods in the past and entered a new era.All processes,data and documents can be managed through IT systems.But,it also brings new problems.By introducing new equipment and systems,it added extra learning cost for employees.In the process of enterprise management,various problems will arise.If it cannot be solved in time,it will reduce work efficiency.Therefore,many large enterprises have set up internal IT customer service to deal with IT problems arising in various daily business and operation processes.The way IT service personnel provided is mainly realized through internal IT customer service system.How to ensure the IT system can truly serve the role as customer service staff and improve the operational efficiency has become an important issue in the process of enterprise informatization.Firstly,this paper describes the development of internal IT customer service system and its role in management of modern large-scale enterprises.Secondly,it analyzes the current situation of Baidu's internal IT customer service team and its customer service system,as well as the existing problems.At the same time,based on Kano model,questionnaires and interviews were adopted to investigate and analyze the needs of employees and customer service personnel who are using IT customer service system.Based on this,an improvement plan is proposed for the process and function of the IT customer service system,the whole workflow optimization,the convergence of feedback channels,the application of artificial intelligence technology,the improvement of the work order center and back-end management platform.Finally,in order to ensure the implementation of the new IT system,various measures will be taken such as service performance improvement,system guarantee,customer service training and internal publicity.At the end of this paper,it has been specially mentioned that this kind of IT customer service system is suitable for the management improvement for large modern enterprises,especially those with many employees and in the process of large-scale information construction.At the same time,it also expressed the idea of future development of IT customer service system,and the prospect of expanding the IT customer service system to similar large-scale enterprises.