DB23T 3405-2023工业企业技术中心卓越服务创建指南

ICS03.080.20CCSA1023IDB23/TXXXX—XXXX前言 2规范性引用文件 3术语和定义 4服务原则 5服务流程 6创建要素 附录A（资料性）常见概念和实施方法 5参考文献 DB23/TXXXX—XXXX本文件按照GB/T1.1—2020《标准化工作导则第1部分：标准化文件的结构和起草规则》的规定起草。请注意本文件的某些内容可能涉及专利。本文件的发布机构不承担识别专利的责任。本文件由黑龙江省工业和信息化厅提出并归口。本文件起草单位：哈尔滨荣佳盈标准化咨询服务有限公司。本文件主要起草人：宋莹、赵润淞、曹福成、陈宝亮、刘琦、焦鹏、陈毅。1DB23/TXXXX—XXXX工业企业技术中心卓越服务创建指南本文件给出了工业企业技术中心卓越服务的术语和定义、创建原则、创建流程和创建要素。本文件适用于指导工业企业技术中心卓越服务的创建。2规范性引用文件下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。其中，注日期的引用文件，仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用于本文件。GB/Z41838成功的合作业务关系管理原则3术语和定义下列术语和定义适用于本文件。3.1工业企业技术中心工业企业设立的技术研发与创新机构，负责制定企业技术创新规划和开展技术研发路径，并通过创造和运用知识产权，建立标准体系，培养创新人才，构建创新数字平台，实现推进技术创新全过程的实施。3.2卓越服务具有服务的基本属性，在服务的过程中，能够提供给服务对象高水平的服务，使服务对象感受优于其他组织提供的服务。3.3服务接触点在服务发生时，服务提供组织和服务提供者与服务对象产生的交集互动。3.4共创利益相关方在服务的设计、实现和创新过程中参与的合作活动。4创建原则4.1设计期望的体验通过规划设计技术服务方案，对服务对象所处的环境进行分析，以确定其中所存在的关键管理要素，满足服务对象对组织的期望：包括从政治环境、社会环境、技术环境、经济环境等外部环境，到技术研发管理、知识产权管理、标准化管理等组织内部管理。2DB23/TXXXX—XXXX4.2以服务对象为中心确定服务技术实施方案，宜在可调动资源和关键管理流程基础上，通过与服务对象沟通，关注服务对象个性化、差异化需求，满足服务对象的期望。4.3平衡利益相关方在整个技术实施方案中，组织宜均衡地集中注意所有利益相关方的需求并保持良好的沟通，以促进建立牢固的协作关系，宜满足GB/Z41838的相关内容。4.4跨职能管理方法组织宜通过确立目标，协调技术研发管理、知识产权管理、标准化管理、人力资源管理、资产管理、财务管理、税务管理、法务管理等相关部门，保障合规管理的前提下，提高服务对象的满意度。4.5额外的创造价值通过提供满足服务对象个性化、差异化的技术服务方案，调整包括技术应用实施、产业结构优化、产业之间相互协调，从而带来可持续的价值。5创建流程5.1了解需求不同的时间、不同的背景、不同的环境，对技术创新的需求具有不同的路径和交互性，宜通过模拟与相关方的服务接触点，充分了解利益相关方的技术创新需求。5.2拟定方案与利益相关方共同探讨，了解技术创新需求的环境、背景、动机、注意事项、痛点、机会以及一些建议与想法，制订体现相关方个性化、差异化需求的服务方案。5.3方案实施与保持方案的实施过程中，通过与利益相关方接触点产生的机会与阻碍，正向引导服务对象积极参与，记录服务对象对于服务的感受和体验，提出建议性的意见和解决方案，并对方案的实施予以保持，以进一步验证。5.4评价与改进方案实施完成或阶段性完成，宜设置评价指标，并对工业企业服务过程进行评价与改进，与工业企业服务对象建立良合作关系，获得服务对象的充分信任和满意度。6创建要素6.1领导和战略6.1.1愿景、使命和策略3DB23/TXXXX—XXXX组织以技术发展、技术创新为卓越服务的长期愿景、使命和战略。包括技术研发管理、知识产权管理、标准化管理、质量保证管理、安全生产管理、人力资源管理、资产管理、财务管理、税务管理、法务管理等部门以其管理者、员工和服务对象在内的所有利益相关者的共同参与来创建，并由组织的所有部门实施，同时将决策信息传达给每个人，以帮助创建卓越服务的文化。6.1.2领导和管理要求最高管理者和各级相关管理者在确定技术发展、技术创新实施和维持卓越服务战略方面发挥领导能力，赋权员工参与，通过共同努力，确定责任和目标。宜采取有效传达信息、定期监视回看、逐步推进目标、激励员工参与、提升员工技能、确定创新方向等方式实现管理目标。确保党组织在管理过程中的核心政治地位，把党的领导融入到组织治理各环节中，坚持党建工作与各项工作深度融合。高层领导个人行为遵守法律法规和道德行为的承诺，营造诚信守法的组织环境，并将其融入到组织文化中，加强组织基层治理体系和治理能力现代化建设。6.2卓越服务文化与员工敬业度6.2.1卓越服务文化将卓越服务文化融入工业产业相互协调之中，使服务产业结构转换适应市场环境的变化需求，根据外部环境的变化调整卓越服务价值理念，获得工业产业最佳效益，形成组织的卓越服务文化。6.2.2员工意识组织宜使用人力资源管理工具来激励、维持员工的工作态度、行为和热情；管理层宜利用员工价值、信念和实践，使员工解决在实际服务中表现不佳的问题，确保服务出色，使服务对象感到满意，以创造卓越的服务体验。宜通过支持、认可和赞扬的方式，赋予员工归属感和荣誉感，增强敬业度。6.3创造卓越的服务体验6.3.1了解需求、期望和愿望组织宜倾听和跟踪工业企业服务对象的期望和愿望，进行适当的研究和分析。采用顾客心声、梯级技术或其他形式的观察和访谈技术，从多维度数据源获取数据，以充分了解服务对象当前和未来（如法律、社会、技术、环境、竞争对手、创新）变化更新的需要、期望和愿望。6.3.2设计和更新卓越服务体验组织宜从服务对象的角度，设计、实施和提供卓越服务工业企业方案，包括技术研发、知识产权、标准化质量保证、安全生产等内容。组织宜有效地记录、定期审视服务方案，以确保满足技术发展、技术创新变化的期望和竞争的需求，使创新趋势和外部环境的重大变化得到有效反馈，通过预测分析可能会遇到的问题，主动通知服务对象可采取的服务补救或改进措施，并对补救或改进后具体的服务方案做出保证。6.3.3服务创新管理组织宜通过激发和培育适合技术研发应用的共创合作模式，鼓励重点领域技术研发和标准化研制同步开展，加快新技术的标准化、产业化。将符合条件的重要技术融入标准，以适应技术创造、发明专利和试验推广的需求，推进科技创新、标准研制和产业升级融合发展。4DB23/TXXXX—XXXX6.4卓越运营服务6.4.1创新融合发展组织通过推进知识产权、标准化和科技创新融合发展,攻克共性关键技术、应用标准研究成果和推广科技计划实施，形成创新融合的合作模式。通过熟悉国际标准化规则，积极参与国际标准化活动,推动区域标准化工作,对标达标国际先进标准关键技术指标，以适应新的发展格局和提升贸易便利化。在整个服务过程中，树立数字化理念，推广应用数字化技术,促成标准化与数字化融合发展新模式、借力数字经济技术与平台，实现创新与发展。6.4.2监视活动和结果组织宜制定并系统地使用卓越服务管理模式，包括组织内部和外部衡量的标准，组织的最高管理者在组织的各个部分设置监视、改进和创新融合关键控制点，运用统计分析、因果模型、业绩指标等方法，评价分析卓越服务价值链各要素的决定因素/量度及其关系，测算卓越服务的绩效产出。5DB23/TXXXX—XXXX（资料性）常见概念和实施方法A.1卓越服务常见概念国际上通用的卓越服务概念具有普适性，表A.1列了相关概念的原文，便于阅读和使用，给出翻译译文，供工业企业技术中心参考。表A.1卓越服务常见概念Theorganizationshallhaveaserviceextermwhichclearlystatesitsaspirationtoconsisteexceedcustomers’expectationsanddesiresthservicedelivery.Thevisionorganizationandshouldbebasedonadeepunderstandingoftheneedsandexpectationsofallrelevantstakeholdersaswellastheb)ServiceexcellenceTheorganizationshallhaveamissioninthelongtenablethedevelopmentofaserviceexcellencestrategythegoalsandobjectivestoachievevision.Theorganizationshouldevaluatetheproposedfeasibilitypointofview.TheorganizationshalltranslateitsserviceexcmissionintoacoherentstrategyintheformofdocumenstrategicandoperationalobjectivestrategyformsanintegralpartoftheoverallorganizastrategyanddescribeswhattheorganizationwillacitwillrealizetheseobjRelevantmanagersatexcellenceandcreateaserviceexcellenthewholeorganization,includingi卓越服务的愿景、使命和战略6DB23/TXXXX—XXXXshouldlinktheperformanceoftheorganizationdirectlywiththeperformanceregardingserviceexcellence.b)Sharingefforts,definedresponsibilitiesandManagers,throughstrongleadershipandleadingbyexamshouldcreateanenvironmentinwdeliveroutstandingcustomerexpec)EmployeeempowermentandengandbeyondwhattheyareexpectedtododeliveroutstandingandpersonalizedexpeexcellenceDefiningtheserviceexcellenceculture.Theserviceexcecultureshouldmirrortheorganization'svalues,attibehaviours.Thisenablestheexecutionoftheserviceexcellencestrategywhichultimatelyleadstocustomerb)CommunicatingtheserviceexcellencecAcontinuousinternalandexternalcommunicationissustainandfurtherdevelopthec)ImplementingtheserviceexcellenceAsdescribedintheotherelementsoftheserviceexcelmodel,thecultureshouldbeingrainedinallpracticesofthea)Recruitmentandinductionofnewemployees.Duringtherecruitmentandonboardingphase,astrongshouldlieontheserviceexcellenceattitudesandbehaviournewemployees.b)Settingorganizationalserdeliveringtheservicepromisb)ContinuouslearninganddevelopmentofemployeesThedeliveryofoufromallemployees,regardlessoftheirlevelofexperience.c)Feedbackofcustomersatanemployeeortfromthebeliefofthemanagementinthedeliveredcustomerexperience,organizationsshouldd)Evaluationandassessmentofemployees.Theserviceorientationofemployeesshoulb）传播卓越服务文化b）员工的持续学习和发展7DB23/TXXXX—XXXXevaluated.Employeesshoulddemconsistentlyhelpede)RecognitionoracknowledgemeArecognitionpolicyisoneofthemostimportantpartsofthef)EmployeefeedbackmestrengthenemployeeengagementandimproveUnderstandingcustomerneeds,exa)ScopeanddepthoflisteningtocustoTheorganizationshouldhaveinplaceapermanenlistenstoandtrackstheexpectationsanddesiresofcustomerwellasexistingandchangingcub)Organizationofdataacquisitionanduse.Theorganizationshouldconsistentlyresearchexpectationsanddesiresusingvariousmethods.Thisshouldbefromarelationshipperspectiveaswellasthroughallcustomerjourneys.c)Adaptingtocustomerneeds,expectItisusualforcustomerstoexpectproductsadaptiveandupdatedinresponsetochanges,whateverthis(e.g.legal,social,technological,environmcompetitors,innovation).Designingandrenewingoutstandingca)DesigninganddocumentingthecustomerexpThetargetedexperiencesshouldbedesignedperspective,includingcustomerneedsandjourneysandtheemotionalresultsforbothcustomersandstaff.b)SettingorganizationalservicestandardsanddeliInordertodeliverthedesiredcustomerexmarket-leadinginternalstandardsandregularlyexcc)DeploymentofthecustomerexperienceconceptthroughouttheThecustomerexperienceconceptshoulddocumentrequiHelpingcustomerswitharisingorexistingproblemsb）采集数据并使用诺8DB23/TXXXX—XXXXcomplaintsinanindividualandsprerequisiteforcreatingoutstandingcustomerexpericustomerdelight.Theorganizationshouldsinnovationculturefromtheperspectiveofcustomersandemployees.Itshouldencouragecreexperimentationinordertointroducenewideasandpracticeb)StructuredinnovationproceTheorganizationshouldhaveastructuredinnovintroduceserviceexcellenceinnovationsonaregularb）结构化创新过程。务Managingcustomer-experience-relatedefficieprocessesandorgana)Managingcustomer-experience-relateAnorganizationshouldaligninternalprocessesanditsprowithpartnersinordertoreacttovariationsincustomerneedb)Deployingcustomer-experience-relatedtechnologieTechnologiesandtechniquesshouldheldeliveroutstandingcustomerexperienceorganizationtomanageserviceexcellencec)Managementoforganizationalstructuresandpartnerships.AnorganizationshouldhaveastructurethatwithregardtotheneedsandrequirementsofcustomersandMonitoringserviceexcelleTheorganizationshouldunderstandthemostideterminantsormetricsoftheelementsoftheserviceexcellenceeffectchainandtheirb)Useofperformanceindicators.Basedonthecausalrelationshipstheorganizationofinput,throughput,outputandoutcomemetricstomanageandimprovetheserviceexcellenceconcepc)Useofmeasurementtools.Theorganizationshouldusemeasurementtoolsonab）使用绩效指标。9DB23/TXXXX—XXXXd)Useofmetricsonoperational,tacticalandstrategiclevels.cultureoftheorganizationanddevelopgoodp指标应用于支持和培养组织的积极A.2卓越服务常见实施方法国际上通用的卓越服务实施方法，具有普适性，表A.2列了相关内容的原文，便于阅读和使用，给出翻译译文，供工业企业技术中心参考。表A.2卓越服务常见实施方法Serviceexcellencevision,Appropriatepracticesforthedevelopmentandimplementationoftheserviceexcellencevision,missionand1)theproductionofaninspiringvisiondocumentwhichcirculatedandgainsacceptancebyallstake2)therealizationofstrategyworkshopswithkeystakeholdersinordertodevelopaserviceexcellencev3)thesettingupofcustomeradvisoryboards.LeadershipandmanagementAppropriatepracticesforimplementationcanincl1)implementingorganizsupportedbychangemanagementforservicconceived,deliveredorbothbyadedicatedstr2)managersunderstandinganddevelopingserviceecapabilitiesandusingmentoringprogrammesandco3)effectivelyengagingstakeholdersbyoinvolvingalsocustomers,peersande4)usingfeedbackinformationasakeyinputfortheandreviewintheserviceexcel5)managerssettingandcommunicatingthedserviceexcellenceaswella6)creatingaserviceexcellenceculturebyintwodaysperyearatminimuminacustomeb)Sharingefforts,definedresponsibilitiesanAppropriatepracticesforimplementationcanincl卓越服务的愿景、使命和战略DB23/TXXXX—XXXX1）Personaldevelopmentprogrammesfobehaviours(e.g.trainingofemotionalandsocialcompetence);2）Theuseofstorytelling(e.g.recountinggoodorbadstoriesof3)Cross-functionalsolutionteamsandcustomerexperiformonitoringserviceexcellencepe4)Managementencouragingeveryonetotakeowne5)Managementdeployingprogrammesthatacknowledgementofallemployees’effortsaspartoftheresults6)Translatingtheservorganizationalobjectiveswithabalancedtop-dowapproachasapartoftheorganization’sregularplanningcontrolcycle.Theoutcomeofsuchaprdepartment,teamandemployeeisabletobjectivesandindividualactionswiththeservicee7)Rolesandresponsibilitiesrelatingtotheprovisionofservicec)EmployeeempowermentandAppropriatepracticesforimplementationcanincl1)managementencouraging,suppotoreachtheirfullpotentialbydelegatingauthorityaexampledelegatingresourceauthorityorcucompensation(e.g.budgetauthority),givingemp2）settingupacultureofteambuilding;3)enhancingtheacceptanceofempowermentbyintegratingthisaspectintotherewardsystemofmanagers;4)trainingofmanagementindealingwithempowerment5)usingappropriatetoolsforachiunderstandingofcustomersandspeedilyworkingtowardsservice6)thedevelopmentofaneffectivecommunicationswhichemployeesareewellasreceivingregularfeedbackonperformanceandprovisionofsupportforpersonaldevelopment.）；），6）开发有效的沟通系统，让员工参务绩效的反馈，为个人发展提供支DB23/TXXXX—XXXXexcellencea)DefiningtheserviceexAppropriatepracticesforimplementationcaninc2)documentingtheserviceexcellencecultureinaco3)definingSMART(specific,measurabandtime-bound)measurestomonitortheprogressofthe4)implementingacultureofreflectivepracticeandlearningfromb)CommunicatingtheserviceexcellencecultuAppropriatepracticesforimplementationcanincl1)internaluseofpolicies,codesofconduct,workshops,training,advertisements,websites,socialmedia,interviews,spe2）externaluseofservicestatements,websites,marketingcampaigns,advertisements,socialmedia,interviewssurveys,fairsandexhibitions,publicrelationsanc)ImplementingtheserviceexcellenceAppropriatepracticesforimplementationcaninc2)documentingtheserviceexcellencecultureinacod4)promotingintranetorenterprisesocialn5)includingserviceculturetargeagreementsformanagersanda)Recruitmentandinductionofnewemployees.Appropriatepracticesforimplementationcanincl1)usingrecruitmentandselectiontoolstoofpotentialemployees;2)utilizingaggregatecustomerfeedbacktohelpsharecruitmentandselectionproce3)organizingmentoringorcoachingonthejobduringandaftertheprobationaryperib)ContinuouslearninganddevelopmentofemployeesAppropriatepracticesforimplementationcanincl/辅导。DB23/TXXXX—XXXX1)organizingapprenticeships,jobsharinganwithinotherdepartmentsoftheorganization(oratthecustomer’s2)usingpersonaldevelopmentplans3)usingprofessionalactorsforroleplayingdurideliverytrainingsc4)recognizingandpositivelyreinforcingdesiredc)FeedbackofcustomersatanemployeeAppropriatepracticesforimplementationcanincl1)measuringcustomerexperiences(closed-loopfeedback),relationshipevaluations,2)evaluatingtherelationshipperiodicallaccountmanagersandteamsresponsiblefortherelations3)presentingcustomerfeedbackonacont4)encouragingandusingcustomerrevid)Evaluationandassessmentofemployees.Appropriatepracticesforimplementationcaninc1)useofevaluationandassessmenttoexcellence-drivenkeyperformanceindicators(KPIs),2)useoftargetagreementswithcompetences,resultsorbothone)RecognitionoracknowledgemAppropriatepracticesforimplementationcaninc2)implementingrewardprogrammesorrecognitionsysexcellentservicebehaviourusingregular33)useofnon-financialrewards,forexample,byinvolvingemployeesininternaltraining,representingtheorginternalandexternalpresentationsandintegratingthemiimprovementorinnovationtasf)EmployeefeedbackmAppropriatepracticesforimplementationcanincl/创新工作组中。式会议;DB23/TXXXX—XXXX2)Settingupanemailadboardmembersandtopmanagementforsubmittingidequestionsandcomplaints.Employeesareguaratimelypersonalans3)Conductingimprovement-drivenemployeesurexample,employeesatisfaction,commitmentandm3）开展以改进为导向的员工调查，Understandingcustomerneeds,exa)ScopeanddepthoflisteningtocAppropriatepracticesforimplementationcanincl1)usingmethodslike“voiceofthecustomer”,laddtechniqueorotherformsofobservationandinterviewing2)organizingtheco-creationofserviceswithcustocrowdsourcing,experience-basedco-3)developinganunderstandingoffuturetrendsandorganizingb)OrganizationofdataacquisitionanduseAppropriatepracticesforimplementationcanincl1)usinginformationfromacustomer2)testingproductsandtheserviceexperiencewithc3)ensuringregularpresenceofthetopmanagementwithemployeesonthefrontline(i.e.thosc)Adaptingtocustomerneeds,expectationsanAppropriatepracticesforimplementationcanincl1)conductingtrendstudies;followingan2)organizingprocessre-engi3)implementingongoingchangem4)usingmethodslike“voiceofthecustomer”inordertotranslateexpressedandunexpressedcustomerrequirementsintoDesigningandrenewingoutstandingcua)DesigninganddocumentingthecustomerAppropriatepracticesforimplementation1)developingandusingservicebluepri2)researchingemotionsduringcustomerjourneysandcreating）；DB23/TXXXX—XXXXcustomersegments,profilesand/orpe3)usingthecriticalincidentte4)definingserviceattitudesalignedwithbrandvaluestranslatingtheseintoemployeebehaviourandrequirementcustomerjourneys;5)usingworkshopsforcustomersacustomerjourneysleadingtothetargetedcustomerexperience,doneinclosecooperationwithemployees(exper6)sharingcustomerexperiencedocumentasilomentalitywithinanorganization(i.e.byusinginternalonplatforms).b)SettingorganizationalservicestandardsanddeAppropriatepracticesforimplementationcanincl1)Communicatingexplictotalsatisfactiontocustomers.Thiscanbedonewithcodesofconductsuchasserviceguara2)Usinginternalservicestandardsforallcustomerjourc)DeploymentofthecustomerexperienceconceptthroughouttheAppropriatepracticesforimplementationcanincl1)usingcreativebrainstormingtec2)implementingcontinuousimprovementprogrammesdedtodevelopingattentivenesstowardsthecus3)exchangingbestpracticeswithotherorAppropriatepracticesforimplementationcanincl1)definingrequirementsofaccessibility,eadeliverthetargeted2)organizingforwardresolution(e.g.throughpanalytics);theorganizationknowswhatproblemslikelytoencounterandproactivelyinform3)communicatingspecificserviceguaranteestoservicelevelofservicerecovery.），中）；DB23/TXXXX—XXXXAppropriatepracticesforimplementationcaninc1)useofidea-generatingandcapturi2)useofcreativitytechniques;3)useofservicedesigntoolsandmethods;4)organizingdedicatedtimeslotsforemployees5)organizingco-creationininnovationwithcustb)StructuredinnovationprAppropriatepracticesforimplementationcanincl1)makinguseofaninnovationboard,aboardthatregularbasisinordertodecideonn2)theuseoftheinnovationfunnel,aconcepttostructuretheinnovationprocessbyusingspecificstedecisionsorcontrolgatesforeachnextstepofthei3)organizingco-creation,sothatcustomersnocurrentcustomerjourneybutalsotheidealcustomerjourney;inthelastphasetheyhelpimplementthisidealcustomerjourney;4)theuseofabusinessmodelcanvasfordesigninganinnovativebusinessmodelbasedonthelinksbetweenvalueproposition,servicestrategyandtargetedrelationshipa户旅程;4）基于价值主张、服务战略、目标务Managingcustomer-experience-relatedefficprocessesandorganizationa)Managingcustomer-experience-rel1)regularevaluationofcustomer-experience-rel(e.g.mysteryshopping,serviceexcellenceKPIsofperformanceandsocialmedia);2)evaluationofprocessqualityfromacustomer’sperspective(e.g.bycustomerjourneymonitoring,customerdiariesandregularcustomersurv3)regularimprovementofcustomer-experience-relatedprocess(e.g.errororcomplaintmanandcustomercommunitiestoexchangeon4)regularrevisionofcustomer-experience-relatedprocesses.b)Deployingcustomer-experience-relatedtechnologietechniquesAppropriatepracticesforimplementationcanincl）；）；）；巧DB23/TXXXX—XXXX1)useofgraphicalmethodsofdisplayingmultidimensionalormultivariatedata(e.g.radarchartscustomerinteractions(e.g.viacustomerjourneymapping);2)useoftoolboxestostrategicallymanagecustomerexperiencesbyoptimizingandsynchronizingtouchpoints(e.g.cus3)provisionofsharedandconsolidateddatabases(channel-independent)whichallowscrowdsharingbet4)useofdigitaldevicesthatrecognizeindividualsandofferpersonalizedinformationandoption5)useofdigitaltechnologiestoautomaticallyservecustomerrequests,e.g.artificialintelligence,chatbots,voice-assis6)useoftechnologiestocreatetargetedexperiences;7)useofprocessesandtechnologiestocreatesecureexperiencese.g.secureandcustomerconvinnetworkmonitoringforrisksandbreacc)ManagementoforganizationalstructuresandpartnershipsAppropriatepracticesforimplementationcanincl1)Useofdocumentationandregularcommunicationofserviceexcellenceelementsintheserviceswithintheeprocesses.Representationoftheentirevaluechain,includingallinternalandexternalserviceprovideprocessesthatimpactoncustomerdelightforth2)Regularreviewoftheorganizationalstructurebasedondata-basedinsightsandKPIsoncustomerandempandrequirements,f—benchmarkingandbest—workshopsoncustomerd—workshopsoninnovati—alignmentoftheorganizationalstructuretofollowtheprocess3)useofpartnershipagreements,service-levelagreementsorbothwithsuppliers,internalcustomersandotherorganizhav