摘 要
随着工业企业的快速发展，面对日益激烈的市场竞争环境，国内、外企业先后
在核心领先技术、工艺过程管理、新项目研发、精益生产等领域展开了角逐。但是，
企业产品以及各种技术带来的优势越来越难以保持，很多厂商逐渐从以产品及技术
为核心，转向以客户服务为核心，将为客户提供完善、优质的服务提升到战略的高
度。
对于高科技企业生产的技术性较强的产品，传统的单级服务难以满足客户遇到
的和提出的复杂技术诉求，这对服务质量提出了更高的要求。本文运用现代服务学
理论、系统分析方法等理论，以 B 公司服务体系的构建为例，分析了高科技生产型
企业原有的以接受订单为主的服务模式，随着需求增长、问题升级以及技术要求不
断提高，市场已经对于组建专门的高级技术服务团队提出了迫切的需求。
本文应用系统分析方法为理论依据，以实际情况为设计基础，构建出适合技术
性较强产品的多级服务体系，即：以立足生产企业的二线服务部门为核心，直接面
对客户的一线服务部门为基础，专家级开发研究人员的三线服务为支撑的多级客户
服务体系。在方案构建的过程中，进一步完善了多级服务体系的目标、功能、结构
和机制，并分析了系统构建的相关内容，期望对同类高科技企业中服务体系构建起
到一定的借鉴作用。
关键词：高科技企业，客户服务，多级客户服务体系，方案构建，系统分析方法
ABSTRACT
With the rapid development of industrial enterprises, domestic and foreign
enterprises face increasingly fierce competition in the market, they had launched a
competition in the core technology, process management, research and development of
new projects, lean production and other fields. However, the benefits of enterprise
products and technical advantages are difficult to maintain, technology and
product-focused changed into service-focused, so providing customers with
comprehensive, high-quality service is elevated to a strategic level.
For more technical products produced by the high-tech enterprises, the traditional
single-level service is difficult to meet the complex technical demands of customers
encountered and proposed to put forward higher requirements for quality of service. To
establish the service system of B Company, for example, high-tech manufacturing
enterprises originally accepted orders based model, but with market growth, problems
upgrading, technical requirements continue to increase, the market made an urgent
demand of specialized technical services.
This thesis uses the modern theory today for changes in service needs and service
requirements increased for Systems Analysis method as the theoretical basis, the basis for
the design to the actual situation, to build a multi-level service system suitably for highly
technical products, based on the second-level manufacturers service department,
customer-facing first-level service sector-based, expert-level research and development
staff line services to support the multi-level customer service system. During Program
build process, to further improve the multi-level service system objectives, functions,
structures and mechanisms, and play a certain reference for the high-tech enterprises on
system building.
KEY WORDS： High-tech enterprise customer service multi-level customer service
system programs systems analysis methods