{"id":1617,"date":"2013-07-03T10:17:07","date_gmt":"2013-07-03T03:17:07","guid":{"rendered":"http:\/\/science-technology.vn\/?p=1617"},"modified":"2013-07-03T10:17:07","modified_gmt":"2013-07-03T03:17:07","slug":"quan-li-dich-vu","status":"publish","type":"post","link":"https:\/\/science-technology.vn\/?p=1617","title":{"rendered":"Qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5"},"content":{"rendered":"

M\u1ed9t ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 vi\u1ebft cho t\u00f4i: \u201cEm \u0111\u00e3 t\u1ed1t nghi\u1ec7p \u0111\u01b0\u1ee3c s\u00e1u n\u0103m v\u00e0 hi\u1ec7n th\u1eddi l\u00e0 \u0111\u1ed1i t\u00e1c v\u1edbi m\u1ed9t s\u1ed1 b\u1ea1n b\u00e8 \u0111\u1ec3 m\u1edf c\u00f4ng ti t\u00ednh to\u00e1n m\u00e2y m\u1edbi kh\u1edfi \u0111\u1ea7u. Ch\u00fang em cung c\u1ea5p l\u01b0u gi\u1eef d\u1eef li\u1ec7u v\u00e0 h\u1ed7 tr\u1ee3 \u1ee9ng d\u1ee5ng cho c\u00e1c c\u00f4ng ti nh\u1ecf. L\u00e0 \u0111\u1ed3ng ch\u1ee7 nh\u00e2n v\u00e0 qu\u1ea3n l\u00ed m\u1ecdi d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, em \u0111\u00e3 th\u1ea3o lu\u1eadn v\u1edbi c\u00e1c \u0111\u1ed1i t\u00e1c c\u1ee7a em \u0111\u1ec3 thu\u00ea ng\u01b0\u1eddi \u0111\u1ea1i di\u1ec7n b\u00e1n h\u00e0ng \u0111\u1ec3 k\u00ed v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 m\u1edf r\u1ed9ng kinh doanh c\u1ee7a ch\u00fang em. Tuy nhi\u00ean, sau khi \u0111\u1ecdc blog c\u1ee7a th\u1ea7y, em kh\u00f4ng ch\u1eafc li\u1ec7u \u0111\u00f3 c\u00f3 l\u00e0 quy\u1ebft \u0111\u1ecbnh t\u1ed1t kh\u00f4ng. Th\u1ea7y c\u00f3 l\u1eddi khuy\u00ean n\u00e0o kh\u00f4ng?”<\/span><\/p>\n

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\u0110\u00e1p: L\u00e0 m\u1ed9t c\u00f4ng ti d\u1ecbch v\u1ee5 t\u00ednh to\u00e1n m\u00e2y kh\u1edfi \u0111\u1ea7u, b\u1ea1n kh\u00f4ng th\u1ec3 \u0111\u1ea3m \u0111\u01b0\u01a1ng \u0111\u01b0\u1ee3c s\u1ed1 b\u00e1n l\u1edbn v\u00e0 nh\u00f3m ti\u1ebfp th\u1ecb \u0111\u1ec3 k\u00ed k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 l\u00e0m kinh doanh v\u1edbi b\u1ea1n v\u00e0o l\u00fac n\u00e0y. B\u1ea1n n\u00ean gi\u1eef v\u1ed1n c\u1ee7a b\u1ea1n cho t\u0103ng tr\u01b0\u1edfng c\u00f4ng ti. V\u00ec c\u00f4ng ti cung c\u1ea5p k\u1ebft c\u1ea5u n\u1ec1n, \u1ee9ng d\u1ee5ng ph\u1ea7n m\u1ec1m, v\u00e0 t\u00e0i nguy\u00ean b\u1ed9 nh\u1edb n\u01a1i kh\u00e1ch h\u00e0ng truy nh\u1eadp v\u00e0o d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n qua tr\u00ecnh duy\u1ec7t web v\u00e0o d\u1eef li\u1ec7u doanh nghi\u1ec7p c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c l\u01b0u tr\u00ean m\u00e1y ph\u1ee5c v\u1ee5 c\u1ee7a c\u00f4ng ti c\u1ee7a b\u1ea1n. B\u1ea1n c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n website \u201ct\u1ef1 ph\u1ee5c v\u1ee5\u201d n\u01a1i kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 l\u00e0m m\u1ecdi th\u1ee9 m\u1ed9t c\u00e1ch t\u1ef1 \u0111\u1ed9ng th\u00f4ng qua website c\u1ee7a b\u1ea1n. N\u00f3 l\u00e0 r\u1ebb h\u01a1n vi\u1ec7c d\u00f9ng \u0111\u1ea1i di\u1ec7n b\u00e1n h\u00e0ng. T\u1ea5t nhi\u00ean, n\u1ebfu kh\u00e1ch h\u00e0ng c\u00f3 kinh doanh ph\u1ee9c t\u1ea1p th\u00ec b\u1ea1n c\u1ea7n c\u00f3 \u0111\u1ea1i di\u1ec7n b\u00e1n h\u00e0ng \u0111\u1ec3 h\u1ed7 tr\u1ee3 cho vi\u1ec7c chuy\u1ec3n. Tuy nhi\u00ean, n\u1ebfu kh\u00e1ch h\u00e0ng l\u00e0 c\u00f4ng ti l\u1edbn v\u1edbi c\u00e1c qui tr\u00ecnh ph\u1ee9c t\u1ea1p, h\u1ecd c\u00f3 l\u1ebd \u01b0a th\u00edch l\u00e0m kinh doanh v\u1edbi c\u00f4ng ti l\u1edbn h\u01a1n l\u00e0 l\u00e0m v\u1edbi c\u00f4ng ti nh\u1ecf m\u1edbi kh\u1edfi \u0111\u1ea7u.<\/p>\n

C\u00f3 kh\u00e1ch h\u00e0ng ch\u1ec9 m\u1edbi l\u00e0 b\u01b0\u1edbc \u0111\u1ea7u. Bi\u1ebft c\u00e1ch kh\u00e1ch h\u00e0ng \u0111ang d\u00f9ng d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n l\u00e0 b\u01b0\u1edbc quan tr\u1ecdng ti\u1ebfp \u0111\u00f3. Kh\u00f4ng ph\u1ea3i m\u1ecdi kh\u00e1ch h\u00e0ng \u0111\u1ec1u gi\u1ed1ng nhau cho n\u00ean b\u1ea1n ph\u1ea3i ch\u00fa \u00fd t\u1edbi h\u1ecd, \u0111\u1eb7c bi\u1ec7t trong v\u00e0i th\u00e1ng \u0111\u1ea7u n\u01a1i b\u1ea1n ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 v\u1edbi h\u1ecd. B\u1eb1ng vi\u1ec7c gi\u00e1m s\u00e1t c\u1ea9n th\u1eadn s\u1eed d\u1ee5ng c\u1ee7a h\u1ecd, b\u1ea1n bi\u1ebft ai l\u00e0 ng\u01b0\u1eddi d\u00f9ng t\u00edch c\u1ef1c nh\u1ea5t v\u00e0 ch\u00fa \u00fd nhi\u1ec1u h\u01a1n t\u1edbi h\u1ecd. Nguy\u00ean l\u00ed \u201cPh\u1ea7n m\u1ec1m nh\u01b0 d\u1ecbch v\u1ee5\u201d n\u00f3i r\u1eb1ng h\u1ecd c\u00e0ng d\u00f9ng nhi\u1ec1u d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n, h\u1ecd c\u00e0ng bi\u1ec3u l\u1ed9 l\u00e0 ng\u01b0\u1eddi d\u00f9ng t\u00edch c\u1ef1c, \u0111i\u1ec1u \u0111\u00f3 c\u00e0ng quan tr\u1ecdng cho doanh nghi\u1ec7p c\u1ee7a b\u1ea1n. L\u00e0 ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5, b\u1ea1n c\u1ea7n ch\u1eafc r\u1eb1ng kh\u00e1ch h\u00e0ng quan tr\u1ecdng \u0111\u01b0\u1ee3c tho\u1ea3 m\u00e3n v\u1edbi d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ti b\u1ea1n.<\/p>\n

M\u1ed9t trong nh\u1eefng hi\u1ec3u l\u1ea7m nh\u1ea5t trong t\u00ednh to\u00e1n m\u00e2y l\u00e0 c\u00f4ng ti cung c\u1ea5p d\u1ecbch v\u1ee5 th\u01b0\u1eddng \u0111o kh\u1ed1i l\u01b0\u1ee3ng b\u00e1n m\u00e0 h\u1ecd th\u1ef1c hi\u1ec7n, hay bao nhi\u00eau kh\u00e1ch h\u00e0ng h\u1ecd c\u00f3. M\u1ed9t c\u00e1ch \u0111o t\u1ed1t h\u01a1n v\u00e0 quan tr\u1ecdng h\u01a1n n\u00ean l\u00e0 bao nhi\u00eau ti\u1ec1n m\u00e0 kh\u00e1ch h\u00e0ng ti\u1ebft ki\u1ec7m \u0111\u01b0\u1ee3c b\u1eb1ng vi\u1ec7c d\u00f9ng d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. L\u00ed do kh\u00e1ch h\u00e0ng d\u00f9ng d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n l\u00e0 \u0111\u1ec3 gi\u1ea3m chi ph\u00ed c\u00f4ng ngh\u1ec7 th\u00f4ng tin (CNTT) c\u1ee7a h\u1ecd \u0111\u1ec3 cho h\u1ecd c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o kinh doanh c\u1ee7a h\u1ecd. N\u1ebfu h\u1ecd h\u00e0i l\u00f2ng v\u00e0 c\u00f3 th\u1ec3 gi\u1ea3m chi ph\u00ed c\u1ee7a h\u1ecd th\u00ec b\u1ea1n c\u00f3 th\u1ec3 b\u00e1n nhi\u1ec1u d\u1ecbch v\u1ee5 h\u01a1n cho h\u1ecd. Xin nh\u1edb cho r\u1eb1ng b\u1ea1n kh\u00f4ng b\u00e1n s\u1ea3n ph\u1ea9m n\u01a1i b\u1ea1n c\u00f3 th\u1ec3 \u0111o thu nh\u1eadp m\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111\u1ec3 h\u1ed7 tr\u1ee3 cho h\u1ecd l\u00e0m kinh doanh hi\u1ec7u qu\u1ea3 h\u01a1n cho n\u00ean th\u00e0nh c\u00f4ng c\u1ee7a h\u1ecd x\u00e1c \u0111\u1ecbnh th\u00e0nh c\u00f4ng c\u1ee7a b\u1ea1n. N\u1ebfu h\u1ecd kh\u00f4ng c\u00f3 \u0111\u01b0\u1ee3c \u0111i\u1ec1u h\u1ecd c\u1ea7n hay n\u1ebfu h\u1ecd kh\u00f4ng ti\u1ebft ki\u1ec7m m\u00e0 chi nhi\u1ec1u ti\u1ec1n h\u01a1n, th\u00ec h\u1ecd c\u00f3 th\u1ec3 c\u1eaft b\u1ecf h\u1ee3p \u0111\u1ed3ng.<\/p>\n

L\u00e0 ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5, b\u1ea1n kh\u00f4ng n\u00ean gi\u00e1m s\u00e1t vi\u1ec7c d\u00f9ng c\u1ee7a h\u1ecd \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh li\u1ec7u c\u00f3 ch\u1ec9 b\u00e1o c\u1ea3nh b\u00e1o g\u00ec t\u1eeb kh\u00e1ch h\u00e0ng kh\u00f4ng. Khi kh\u00e1ch h\u00e0ng d\u1eebng d\u00f9ng d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n hay d\u00f9ng \u00edt h\u01a1n b\u00ecnh th\u01b0\u1eddng th\u00ec b\u1ea1n ph\u1ea3i h\u1ecfi t\u1ea1i sao v\u00e0 c\u1ed1 t\u00ecm ra c\u00e2u tr\u1ea3 l\u1eddi. Ph\u1ea7n l\u1edbn kh\u00e1ch h\u00e0ng s\u1ebd c\u1eaft b\u1ecf d\u1ecbch v\u1ee5 n\u1ebfu h\u1ecd kh\u00f4ng th\u1ea5y gi\u00e1 tr\u1ecb n\u00e0o trong n\u00f3. N\u1ebfu h\u1ecd kh\u00f4ng d\u00f9ng \u0111\u1ee7 \u0111\u1ec3 bi\u1ec7n minh cho s\u1ed1 ti\u1ec1n h\u1ecd tr\u1ea3 th\u00ec h\u1ecd c\u00f3 th\u1ec3 c\u1eaft b\u1ecf h\u1ee3p \u0111\u1ed3ng. Khi vi\u1ec7c d\u00f9ng gi\u1ea3m l\u1edbn, b\u1ea1n c\u1ea7n g\u1eb7p kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u00ecm ra xem t\u1ea1i sao. C\u00f3 th\u1ec3 gi\u1ea3m gi\u00e1 hay th\u01b0\u01a1ng l\u01b0\u1ee3ng l\u1ea1i h\u1ee3p \u0111\u1ed3ng \u0111\u1ec3 gi\u1eef kh\u00e1ch h\u00e0ng h\u01a1n l\u00e0 m\u1ea5t kh\u00e1ch h\u00e0ng v\u00e0o ai \u0111\u00f3 kh\u00e1c. Chi ph\u00ed \u0111\u1ec3 gi\u1eef kh\u00e1ch h\u00e0ng l\u00e0 r\u1ebb h\u01a1n vi\u1ec7c k\u00ed k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng m\u1edbi. Gi\u1eef kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng l\u00e0 nh\u00e2n t\u1ed1 quan tr\u1ecdng nh\u1ea5t cho c\u00f4ng ti cung c\u1ea5p d\u1ecbch v\u1ee5 t\u00ednh to\u00e1n m\u00e2y.<\/p>\n

L\u00e0 ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5, b\u1ea1n ph\u1ea3i ch\u1eafc r\u1eb1ng d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n bao gi\u1edd c\u0169ng s\u1eb5n c\u00f3 24 gi\u1edd, 7 ng\u00e0y \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ea1n ph\u1ea3i t\u1ed1i \u01b0u n\u0103ng l\u1ef1c k\u1ebft c\u1ea5u n\u1ec1n CNTT c\u1ee7a b\u1ea1n \u0111\u1ec3 gi\u1ea3m thi\u1ec3u vi\u1ec7c ng\u1eebng d\u1ecbch v\u1ee5 (qu\u1ea3n l\u00ed t\u00ednh s\u1eb5n c\u00f3). N\u1ebfu c\u00f3 b\u1ea5t k\u00ec ng\u1eaft qu\u00e3ng n\u00e0o, b\u1ea1n ph\u1ea3i cung c\u1ea5p m\u1ee9c d\u1ecbch v\u1ee5 c\u1ea7n thi\u1ebft \u0111\u1ec3 s\u1eeda v\u1ea5n \u0111\u1ec1 ngay l\u1eadp t\u1ee9c (t\u00ednh li\u00ean t\u1ee5c d\u1ecbch v\u1ee5) v\u00e0 duy tr\u00ec m\u1ee9c cao nh\u1ea5t c\u1ee7a d\u1ecbch v\u1ee5 ch\u1ea5t l\u01b0\u1ee3ng cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. Nh\u1eefng \u0111i\u1ec1u n\u00e0y y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 b\u00e0n tr\u1ee3 gi\u00fap t\u1ed1t v\u00e0 c\u00e1ch ngh\u0129 h\u01b0\u1edbng theo d\u1ecbch v\u1ee5 m\u1ea1nh t\u1eeb nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n. Kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n c\u00f3 ch\u1ecdn l\u1ef1a, h\u1ecd s\u1ebd l\u00e0m kinh doanh v\u1edbi ng\u01b0\u1eddi h\u1ecd tin c\u1eady cho n\u00ean b\u1ea1n ph\u1ea3i ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng v\u00e0 quy\u1ebft \u0111\u1ecbnh h\u00e0nh \u0111\u1ed9ng t\u1ed1t nh\u1ea5t cho t\u1eebng kh\u00e1ch h\u00e0ng. N\u1ebfu b\u1ea1n kh\u00f4ng ch\u00fa \u00fd t\u1edbi kh\u00e1ch h\u00e0ng, b\u1ea1n s\u1ebd s\u1edbm b\u1ecb b\u1ea5t l\u1ee3i kinh doanh trong th\u1ecb tr\u01b0\u1eddng c\u1ea1nh tranh cao n\u00e0y.<\/p>\n

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—-English version—-<\/p>\n

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Service management<\/p>\n

A service manager wrote to me: \u201cI graduated six years ago and currently partner with some friends to open a startup cloud computing company. We provide data storage and application supports to small companies. As a co-owner and manage all customer services, I have discussed with my partners to hire more sale representatives to sign-up customers and expanding our business. However, after reading your blog, I am not sure if it is a good decision. Do you have any advice?”<\/p>\n

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Answer: As a small startup cloud computing service company, you cannot afford a large sales and marketing group to sign-up customers to do business with you at this time. You should preserve your capital for growing the company. As a company providing infrastructures, software applications, and storage resources where customers access your services through web browser to their business data stored on your company servers. You could develop a \u201cself service\u201d website where customers can do everything automatically via your website. It is cheaper than using sales representatives. Of course, if a customer has complex business than you need to have sale representative to support the transition. However, if customers are big companies with complex processes, they probably prefer to do business with much larger company than a small startup.<\/p>\n

Having customers is only the first step. Know how customers are using your services is the next important step. Not all customers are similar so you must pay attention to them, especially in the first few months where you are developing relationship with them. By carefully monitor their usages, you know who are the most active users and pay more attention to them. \u201cSoftware as a Service\u201d principles stated that the more they use your services, the more they pay so active customers are important to your business. As service manager, you need to make sure that important customers are satisfied with your company\u2019s services.<\/p>\n

One of the most misconceptions in cloud computing is service provider companies often measure the amount of sales that they made, or how many customers that they have. A better and more important measurement should be how much money customers save by using your services. The reason customers use your service is to reduce their information technology (IT) costs so they can focus on their business. If they are happy and be able to reduce their cost then you can sell more services to them. Please remember that you are not selling a product where you can measure revenue but providing services to support them to do business more efficiency so their success determines your success. If they are not getting what they need or if they do not save but spend more money, than they could cancel the contract.<\/p>\n

As service manager, you should monitor their usage to determine if there is any warning indicator from customers. When a customer stops using your services or using much less than usual then you must ask why and try to find the answer. Most customers would cancel services if they do not see any value in it. If they do not using enough to justify the amount of money they pay than they may cancel the contract. When usage decreases significantly, you need to meet with customers to find out why. It is possible to reduce the price or renegotiate the contract to keep the customer rather than losing customer to somebody else. The cost of keeping customers is cheaper than signing up new customers. Keeping customer satisfy is the most important factor for company providing cloud computing services.<\/p>\n

As service manager, you must make sure that your services are always available 24 hours, 7 days to meet customers\u2019 needs. You must optimize your IT infrastructure capabilities to minimize service outages. (Availability Management). If there is any interruption, you must provide the necessary level of service to fix the problems immediately (Service continuity) and maintain the highest level of quality service to your customers. These things require a good help-desk support and strong service oriented mindset from your employees. Your customers have choices, they will do business with whom they trust so you must analyze customer data and decide on the best action for each customer. If you do not pay attention to customers, you will soon be at a business disadvantage in this highly competitive market.<\/p>\n

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M\u1ed9t ng\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5 vi\u1ebft cho t\u00f4i: \u201cEm \u0111\u00e3 t\u1ed1t nghi\u1ec7p \u0111\u01b0\u1ee3c s\u00e1u n\u0103m v\u00e0 hi\u1ec7n th\u1eddi l\u00e0 \u0111\u1ed1i t\u00e1c v\u1edbi m\u1ed9t s\u1ed1 … <\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3,26],"tags":[],"class_list":["post-1617","post","type-post","status-publish","format-standard","hentry","category-quan-li-he-thong-tin","category-xu-huong-cong-nghe"],"_links":{"self":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/1617","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1617"}],"version-history":[{"count":1,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/1617\/revisions"}],"predecessor-version":[{"id":1618,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/1617\/revisions\/1618"}],"wp:attachment":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1617"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1617"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1617"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}