Research On Application And Design Method Of Service Modular Considering Customer Requirements Classification

With the advent of the era of service economy, service is more and more important ineconomic activity, and the spread of personality fashion makes it difficult for the serviceprovider to satisfy customer under existing business model and service capabilities. Masscustomization production model used in manufacturing is trying to be used in serviceindustry. Under the premise of limited resources and costs, the application of masscustomization can best support the requirements of customers. Mass customization servicescan provide differentiated services to enhance customer satisfaction by subdividingcustomers into different groups according to customer preferences, while avoiding theexcessive costs and technical constraints and other issues brought by customization.Sincethe implementation of mass customization is based on Modularization, scientific andeffective service modular design methods can help enterprises promote service performanceof mass customization.The current research is mainly from product modularity theory of Manufacturing,whether it can be effectively used in service industry need to be explored and verified fromtheory and practice. And the current service design research is carried out mainly from theperspective of technology, lack of attention to the customer perspective. This paper exploresthe design methods and application of the service modular from the perspective of customerdemand classification.(1) In the traditional Kano model, the classification criterion is relatively subject, so thepaper proposes a modified Kano model to achieve the accurate classification. And this paperalse solves the problem of customer demand classification based on the modified Kanomodel.(2) This paper proposes an approach of service modular considering customer demandclassification, and which is explored along with the ideas of “identification of the customerservice demand factors�'classification of the customer service demandfactors�'reorganization of the customer service demand factors�'identification of serviceprocess elements�'design of service process elements modular”. The paper solves thedesign problem of service modular by integrating the modified Kano model, serviceblueprint, QFD, fuzzy clustering and so on. (3) Through the application of this method in an express company, the feasibility andavailability will be tested.The research results have a certain theoretical significance and practical value forimproving service modularity theory and method system, promote service performance ofenterprise mass customization.