Research On The Influence Of Business Process Ambidexterity On Cost Effectiveness In Small And Medium-Sized Service Enterprises

With the development of the service industry economy and the transformation of the overall consumption concept of the society,service-oriented enterprises need to focus on customers and provide rich and personalized product services.Therefore,as an important part of supporting the operation of service-oriented enterprises,business processes play a key role in the process of resource allocation and value transfer,which can promote better conversion into high-quality services to obtain more operational benefits.In this study,the concept of process binary is included in the research scope,and the realization mechanism of process binary is analyzed,and its impact on cost-effectiveness.This study is based on the case study method-Taking the HUANYI International Travel Agency as an example,the paper explores the impact of the ambidextrous process on cost-effectiveness of small and medium-sized service enterprises.First,based on the business process ambidexterity theory,resource base view and cost-effectiveness management research,we review the relationship between existing theories and provide theoretical support for subsequent research.Second,the collection of data through multiple channels to achieve a phased description of the case enterprise phenomenon provides a phenomenon support for the research.After sorting out the phenomenon of the case,it shows that the business process focus is from the non-cost-oriented personalized service of the whole process to the coexistence of customized and standardized services.The case enterprise's resource is gradually expanded,it has more proactive to acquisitive and maintain the resource.The organizational characteristics change from a flat organizational form to a more flexible organizational form of multiple levels.The operational state of the process changes from inefficiency and flexibility to a dynamic balance of high efficiency and flexibility.The cost-effectiveness also comes from low level ultimately translates into cost control and efficiency increased.Finally,this study focus on the analysis model,combined with the above theory,data and phenomena.From the perspective of resources and organization this study analyze the operation logic of case enterprises in each stage of process improvement,explore the impact of process binary realization process on cost-effectiveness.Then use the relevant cost-effectiveness indicators to demonstrate the existence of the impact,and it does the mutual confirmation of the data-model-phenomenon.After case analysis,this study summarizes the effect model of small and medium-sized service-oriented enterprise business process on cost-effectiveness.The research results show that business process ambidextrous has a positive impact on the cost-effectiveness in small and medium-sized service enterprises.At the same time,research has opened up the "black box" of the realization of business process ambidextry.Through the operation of resources and organizational logic,the operational status of the business process achieves a dynamic balance of high efficiency and endogenous flexibility,and gradually realize the business process of the dual-element to output products and services,and achieve steady growth of operating efficiency.Therefore,this study provides a reference for process improvement and cost-effectiveness management of small and medium-sized service enterprises with the same business process as the core.