Study On Service Innovation Strategy Of N Company

N company is affiliated to a sub-industry in the information technology industry,enterprise-level data storage management industry,its products and solutions are in the leader's quadrant in the industry.In recent years,root from the changing of external environmental factors,N company has been facing the dilemma of slower sales growth,declining sales profits,and dropping market share.To adapt to the changes in the external environment,to meet the increasing demand of customers,and to promote the company's position in the market,N company has implemented an overall contraction strategy,which not only implemented optimization from the aspects of product technology,marketing,and channel construction,but also contracted the scale of the service team.In the context of reducing the scale of service team,it tried to improve service quality through a series of service innovation and sought to maintain customer satisfaction through differentiated services in the case where the advantages of technology differentiation gradually diminished to improve corporate competitiveness.The service innovation approach adopted by N company is mainly focused on service organization innovation and service product innovation,and both measures are customer-oriented.However,through the analysis of N company's service revenue,customer satisfaction,and employee satisfaction data in recent years,the service innovation model implemented by N company has been seriously flawed,leading to a series of service operations issues,such as: poor delivery processes,inefficient internal communications,excessive staff workload,and inefficient service response.Apparently,the service innovation implemented by N company has not achieved the expected results.This paper chooses the four-dimensional model of service innovation to examine the service innovation model of N company and identifies the current service innovation deficiencies.Based on the Congruence Model for Organizational Analysis,the four major elements within N company's service organization would be examined,which are key tasks,personnel,formal organizations,and organizational culture.Through the analysis of the degree of consistency among the four key elements within the service organization,the fundamental causes of the lack of innovation in the current service organization innovation are identified.This dissertation is intent to focus on the innovation problems identified in the analysis,and provides service innovation optimization strategies from three dimensions,which including organizational innovation,process innovation,and product innovation,and proposes corresponding service innovation guarantee measures and inspection methods.The implementation of service innovation provides a useful theoretical reference to help improve the efficiency of service operations,improve customer satisfaction,and promote sales of service products.