摘要
第三方检测机构秉持独立、客观、公正的定位,在市场中扮演着重要的角色,尤其是随着产业转型升级结构的日益优化和国际贸易壁垒的不断加剧,第三方检测机构的重要性愈加突显。国内现有的第三方检测机构按照性质可划分为国有、外资和民营3种,虽然国有第三方检测机构在市场份额上占比较高,但与其他两种检测机构相比,其在市场需求满足程度、客户增值服务等方面还存在较大的差距。梳理了第三方检测机构的现状及其在客户服务过程中存在的主要问题与原因,通过对服务创新进行研究,从完善绩效考核机制、搭建客户大数据信息管理平台和推进以客户为中心的流程再造等方面为建构客户服务创新网络体系提出了相应的对策建议,以促进其创新创业项目合作网络的扩展,为产业转型升级提供支持。
Third party testing institutions play an important role in the market because of their independent,objective and impartial positioning,especially with the increasing of the demand of public for quality of life and the intensifying of international trade barriers,their importance is becoming more and more prominent.The existing domestic third party testing institutions can be divided into state-owned,foreign-owned and private-owned according to their nature.State-owned third party testing institutions account for a relatively high share of the market,but there is still a big gap between it and the other two third party testing institutions in market-oriented degree,customer value-added service and so on.The present situation of the third party testing institutions and its main problems and reasons in the process of customer service are analyzed.Through research on service innovation,the corresponding countermeasures and suggestions for constructing customer service innovation network system are put forward from the aspects of perfecting performance appraisal mechanism,building customer big data information management platform and promoting customer-centered process reengineering so as to promote the expansion of cooperation network of innovation and entrepreneurship projects and provide support for industrial transformation and upgrading.
作者
陈俊喜
赵浩之
赵雷
HEN Junxi;ZHAO Haozhi;ZHAO Lei(CEPREI,Guangzhou 510610,China;School of Politics and Law,Guangdong University of Technology,Guangzhou 510520,China)
出处
《电子产品可靠性与环境试验》
2020年第1期92-96,共5页
Electronic Product Reliability and Environmental Testing
基金
广东省哲学社会科学“十三五”规划项目（GD18YGL09）
广东大学生创新创业教育研究中心项目（2018A051329）
广东工业大学校内博士启动基金项目（18ZS0201）资助
关键词
第三方检测
客户服务
产业转型升级
创新网络体系
third party testing
customer service
industry transformation and upgrading
innovation network system
