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Vom Kunden-Service-Management zum Enterprise-Service-Management durch angepasste Organisationsstrukturen und Digitalisierungsvorteile

In: Services Management und digitale Transformation

Author

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  • Martin Pscheidl

    (Service Now)

Abstract

Zusammenfassung Alle Organisationseinheiten in Unternehmen, die für jemanden innerhalb oder außerhalb des Unternehmens einen beliebigen Service erbringen, müssen sich heute ihrer Kundschaft als Serviceorganisation präsentieren, denn deren Selbstverständnis schwappt von der privaten Experience in die berufliche über. Wenn mir der Webshop alles, was ich einfach und schmerzfrei jederzeit bestellen kann, in zwei Tagen liefert, warum funktioniert es dann bei der Personalabteilung nicht? Fasst man alle Serviceeinheiten zusammen und etabliert ein einheitliches Servicemodell, so kommt man sukzessive einem Enterprise-Service-Management-Ansatz näher. Parallel dazu muss die fragmentierte Organisation zu einem Global-Business-Service-Ansatz transformiert werden. Sind diese Grundlagen geschaffen, können Chatbot, virtueller Agent und KI ihren Beitrag zu Qualitätsverbesserung, Serviceverbesserung und Kosteneinsparung leisten.

Suggested Citation

  • Martin Pscheidl, 2021. "Vom Kunden-Service-Management zum Enterprise-Service-Management durch angepasste Organisationsstrukturen und Digitalisierungsvorteile," Springer Books, in: Kai Altenfelder & Dieter Schönfeld & Wolfgang Krenkler (ed.), Services Management und digitale Transformation, chapter 0, pages 267-293, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-33975-3_15
    DOI: 10.1007/978-3-658-33975-3_15
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    Cited by:

    1. Daria Goscinska & Till J. Winkler, 2024. "Providing organizations with a validated instrument for an Enterprise Service Management capability," Electronic Markets, Springer;IIM University of St. Gallen, vol. 34(1), pages 1-17, December.

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