Research On Business Process Optimization Of Service Engineering Under The Background Of Contactless Economy

Currently,the challenges facing the service industry mainly come from public health emergencies.Under the continuous influence of the global new crown epidemic,domestic and foreign service demand and supply capacity have plummeted.The existence of the traditional service industry brings convenience to customers,but as a service industry where most of the processes rely on on-the-spot,face-to-face,it is unavoidably severely impacted under the current situation.At the same time,it is exposed that the quality of the modern service industry is uneven under the current economic and social background,and there is a lack of a public perspective-based,systematic and objective service engineering process optimization model under the non-contact economic background.The service industry needs to establish business processes.Optimize models and optimize business processes in a "touchless" direction.This study proposes an evaluation method for the degree of non-contact of service engineering business process,and from the perspective of customer quality demand in the service industry,builds the quality house of the service industry,determines the elements of service quality optimization,and provides a basis for the evaluation and optimization of service engineering business processes.The main contents of this study to optimize the business process of service engineering under the background of the contactless economy include three parts: First,analyze the impact and application of the contactless economy on service engineering,formulate measurement indicators for contact points,and propose the degree of contactless business process.evaluation method.Second,build a service engineering business process optimization model under the contactless economy.The specific construction steps are: 1.Build a business process service blueprint.2.Determine the contact points of customer behavior and measure the non-contact degree of the current business process by using the non-contact degree evaluation method.3.Collect customer quality demand data through survey questionnaires,summarize and organize customer quality demand data through affinity graph method to determine customer quality demand.4.Determine the service quality elements according to the SQFD basic service quality indicators and the relevant information of the service blueprint business process.5.Through the allocation method,the correlation matrix and autocorrelation matrix of customer quality requirements and service quality elements are determined,and the house of quality is finally constructed.6.Propose the ESIA method + low-touch business process optimization method,determine the optimization strategy and compare the evaluation data before and after optimization.Third,take J real estate brokerage company as an example to carry out a case study to verify the scientificity and rationality of the service engineering business process optimization model under the background of the contactless economy.