應用PCN分析方法優化運動中心之服務策略

Applying Process-Chain-Network Analysis to Service Strategy optimization of sports center

簡煒倫(Wei-Lun Chien) ； 陳柏愷(Po-Kai Chen)

《臺灣運動管理評論》 2期 (2022/12) Pp. 229-244

摘要

本文目的旨在透過服務設計之理論觀點描繪運動中心的服務流程，以Sampson（2015）的PCN流程鏈網絡來對顧客、服務櫃檯以及體適能中心的服務設計進行分析。採用文件分析法以建構出運動中心的服務流程圖，將整體服務流程模組圖視化，描繪顧客自前往場館、接受服務至結束返家的服務體驗歷程，隨後解析其內部管理活動的互動狀況，並對其進行優化調整。經探討後發現，透過PCN圖來展示多方實體參與之下的服務流程，可清楚瞭解欲加以改善的服務區域；同時依據服務設計的優化原則來協助管理者識別並調整服務構件，使運動中心整體的服務效率有所提升。

關鍵字

服務設計 ； 服務藍圖 ； 服務流程 ； 顧客導向

並列摘要

This study aims to depict the service procedure of sports centers on the basis of theoretical views, and to analyze the service design of customers, service counters and fitness center with the process-chain-network of Sampson (2015) by means of document analysis. Firstly, the service flow chart of the sports center is constructed, which describes the service experience process of customers from going to the venue, receiving service to returning home. Then the interactive network of internal management activities is analyzed, optimized and adjusted. After discussion, it's found that displaying the service procedure with the participation of multiple entities through PCN diagram can clearly show the service areas that need improving. Meanwhile, the overall service efficiency of the sports center can be improved with the optimization principle of service design to assist managers to identify and adjust the service components.

並列關鍵字

service design ； service blueprint ； service procedure ； customer orientation