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2021-05期

基于业务流程重构法的无人便利店服务系统优化设计

单位:华南理工大学...     作者:李妮,管少平     来源:工业设计杂志     时间:2021-05-27

摘 要:无人便利店是一种新兴的购物模式,近年在各个城市逐步发展起来,但其服务系统仍存在一些不足。本文基于以用户为中心的思想,利用系统分析法中的业务流程重构法(Elimination-Simplification-Integration-Control-Optimization,以下简称ESICO重构法),对现有无人便利店的服务流程进行分析,得出其中存在的问题并对整个服务系统进行优化设计。同时结合服务设计的方法,提出具有系统性和完整性的服务系统优化设计思路,为用户提供更高效、更有温度的购物体验。

关键词:ESICO重构法;无人便利店;服务系统;优化设计


中图分类号:TB472 文献标识码:A

文章编码:1672-7053(2021)05-0114-03


Abstract:Unmanned convenience store is a new shopping mode, which has gradually developed in various cities in recent years, but its service system still has some shortcomings.Based on the idea of taking users as the center, this paper uses the ESICO Reconstruction method (Elimination-Simplification-Integration-Control-Optimization, Business Process Reconstruction Method, the following is referred to as esico reconstruction method), and analyzes the service process of the existing unmanned convenience store, obtains the existing problems, and optimizes the design of the whole service system. At the same time, combined with the method of service design, it proposes a systematic and complete service system optimization design idea to provide users with a more efficient and warm shopping experience.

Key Words:ESICO method; unmanned convenience store; service system; service design