為提昇物業管理公司之服務品質，本研究結合流程再造(process reengineering)、PZB 服務模型、服務藍圖及顧客關係管理之架構，建立「物業管理公司服務缺口導向流程再 造模式」。本模式主要包含四：(1)服務缺口分析方法，(2)服務品質缺口導向流程再造方 法，(3)新服務流程設計方法及(4)物管公司顧客關係管理系統等四部份。 根據PZB 服務缺口模型及服務品質衡量構面，本研究建立一物業管理公司服務缺 口調查問卷；並利用統計分析建立一缺口分析方法，藉以評估公司之服務品質缺口 (service quality defects)及服務缺項(service destitute)。其中，服務品質缺口可利用服務品 質缺口導向流程再造方法設計與缺口相關之既有服務流程(original service process)；服務 缺項可利用新服務流程設計方法，進行新流程項目之分析及對應服務流程之設計。同 時，本研究將建立服務藍圖轉換方法將新設計之服務流程轉換為服務藍圖，藉以用系統 描述公司之整體服務架構，並作為服務管理之依據。此外，為求管理服務藍圖之執行並 即時收集顧客資料以作為後續使用本模式改善服務品質之依據，本研究亦開發一物管公 司顧客關係管理系統，作為本模式之執行平台。 To enhance the service quality of property management companies, this study focuses on the process aspect for developing the service-gap-oriented process reengineering (SGOPR) model by integrating business process reengineering (BPR), PZB service model, service blueprint and customer relationship management philosophies. Four phases are included in SGOPR model, namely, (1)service gap analysis, (2)service-quality-defect-oriented process reengineering, (3)new service process design and (4)customer relationship management system for property management companies. Following the PZB service model, the service quality factors are determined to develop the service gap analysis method. Using the service gap analysis, the potential service gaps including service quality defects and service destitute could be determined, so that the original service process of the property management companies can be reengineered according to the service quality defects, and new service process can also be designed to overcome the service destitute. Moreover, both the reengineered and newly designed service processes are transfer to the service blueprint; therefore, property management companies can depict and manage their services based on the built service blueprint. Meanwhile, a customer relationship management system for property management companies is developed in this study to be a platform for the implementation and management of the service blueprint. Finally, a real case study will be applied to validate all research results in this study.
