{"id":2728,"date":"2013-07-06T20:55:43","date_gmt":"2013-07-06T13:55:43","guid":{"rendered":"http:\/\/science-technology.vn\/?p=2728"},"modified":"2013-07-06T20:55:43","modified_gmt":"2013-07-06T13:55:43","slug":"phan-mem-nhu-dich-vu-tuyet-hao","status":"publish","type":"post","link":"https:\/\/science-technology.vn\/?p=2728","title":{"rendered":"Ph\u1ea7n m\u1ec1m nh\u01b0 d\u1ecbch v\u1ee5 tuy\u1ec7t h\u1ea3o"},"content":{"rendered":"

Nhi\u1ec1u ng\u01b0\u1eddi kh\u00f4ng ph\u00e2n bi\u1ec7t r\u00f5 r\u1ec7t s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa \u201cPh\u1ea7n m\u1ec1m nh\u01b0 s\u1ea3n ph\u1ea9m” v\u00e0 “Ph\u1ea7n m\u1ec1m nh\u01b0 d\u1ecbch v\u1ee5\u201d. Nh\u01b0 d\u1ecbch v\u1ee5, ph\u1ea7n m\u1ec1m c\u1ea7n ba \u0111i\u1ec1u: mong \u0111\u1ee3i, nh\u1ea5t qu\u00e1n v\u00e0 th\u00f4ng c\u1ea3m.<\/span><\/p>\n

T\u01b0\u1edfng t\u01b0\u1ee3ng r\u1eb1ng b\u1ea1n \u0111i t\u1edbi nh\u00e0 h\u00e0ng, b\u1ea1n mong \u0111\u1ee3i r\u1eb1ng th\u1ee9c \u0103n ngon v\u00e0 \u0111\u01b0\u1ee3c ph\u1ee5c v\u1ee5 v\u1edbi th\u1eddi gian tho\u1ea3 \u0111\u00e1ng. Nh\u1ea5t qu\u00e1n ngh\u0129a l\u00e0 nh\u00e0 h\u00e0ng ph\u1ea3i c\u1ed1 g\u1eafng chuy\u1ec3n giao mong \u0111\u1ee3i \u0111\u00f3 m\u1ecdi ng\u00e0y v\u00e0 th\u00f4ng c\u1ea3m ngh\u0129a l\u00e0 nh\u00e0 h\u00e0ng th\u1ef1c s\u1ef1 ch\u0103m nom v\u1ec1 vi\u1ec7c \u0111\u1ea1t t\u1edbi tho\u1ea3 m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng. L\u00e0 kh\u00e1ch h\u00e0ng, b\u1ea1n bi\u1ebft s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa d\u1ecbch v\u1ee5 t\u1ed1t v\u00e0 d\u1ecbch v\u1ee5 x\u1ea5u v\u00e0 b\u1ea1n C\u00d3 CH\u1eccN L\u1ef0A. Gi\u1ea3 s\u1eed r\u1eb1ng b\u1ea1n ph\u1ea3i \u0111\u1ee3i l\u00e2u m\u1edbi c\u00f3 th\u1ee9c \u0103n b\u1edfi v\u00ec nh\u00e0 b\u1ebfp qu\u00e1 b\u1eadn. Khi th\u1ee9c \u0103n \u0111\u01b0\u1ee3c \u0111\u01b0a l\u00ean, n\u00f3 ngu\u1ed9i r\u1ed3i v\u00e0 khi b\u1ea1n ph\u00e0n n\u00e0n, ng\u01b0\u1eddi ph\u1ee5c v\u1ee5 b\u1ea3o b\u1ea1n anh ta kh\u00f4ng quan t\u00e2m. B\u1ea1n c\u00f3 quay l\u1ea1i nh\u00e0 h\u00e0ng \u0111\u00f3 n\u1eefa kh\u00f4ng?<\/p>\n

V\u1edbi \u201cPh\u1ea7n m\u1ec1m nh\u01b0 s\u1ea3n ph\u1ea9m\u201d, b\u1ea1n mua ph\u1ea7n m\u1ec1m v\u00e0 c\u00e0i \u0111\u1eb7t n\u00f3 v\u00e0o m\u00e1y t\u00ednh c\u1ee7a m\u00ecnh. N\u1ebfu n\u00f3 c\u00f3 l\u1ed7i, c\u00f4ng ti c\u00f3 th\u1ec3 g\u1eedi cho b\u1ea1n “b\u1ea3n ch\u1eefa” nh\u01b0ng b\u1ea1n c\u00f3 th\u1ec3 ph\u1ea3i \u0111\u1ee3i v\u00e0i ng\u00e0y, hay c\u00f3 th\u1ec3 v\u00e0i tu\u1ea7n, \u0111\u00f4i khi v\u00e0i th\u00e1ng cho t\u1edbi khi h\u1ecd \u0111\u01b0a ra phi\u00ean b\u1ea3n m\u1edbi. B\u1ea1n kh\u00f4ng th\u00edch \u0111i\u1ec1u \u0111\u00f3 nh\u01b0ng B\u1ea0N KH\u00d4NG C\u00d3 CH\u1eccN L\u1ef0A b\u1edfi v\u00ec b\u1ea1n c\u1ea7n ph\u1ea7n m\u1ec1m \u0111\u1ec3 ch\u1ea1y m\u00e1y t\u00ednh c\u1ee7a m\u00ecnh. B\u1ea1n c\u00f3 th\u1ec3 ph\u00e0n n\u00e0n nh\u01b0ng c\u00f4ng ti kh\u00f4ng quan t\u00e2m b\u1edfi v\u00ec c\u00f3 c\u1ea3 ngh\u00ecn ng\u01b0\u1eddi nh\u01b0 b\u1ea1n. Ng\u01b0\u1eddi qu\u1ea3n l\u00ed c\u00f3 th\u1ec3 n\u00f3i: \u201cM\u1ecdi ph\u1ea7n m\u1ec1m \u0111\u1ec1u c\u00f3 l\u1ed7i v\u00e0 ch\u00fang t\u00f4i c\u1ed1 g\u1eafng s\u1eeda ch\u00fang nhanh nh\u1ea5t c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c cho n\u00ean xin \u0111\u1ee3i t\u1edbi phi\u00ean b\u1ea3n ti\u1ebfp. T\u1ea5t nhi\u00ean, b\u1ea1n s\u1ebd ph\u1ea3i mua phi\u00ean b\u1ea3n m\u1edbi khi n\u00f3 s\u1eb5n c\u00f3 trong n\u0103m kh\u00e1c \u0111\u1ea1i lo\u1ea1i v\u1eady.\u201d<\/p>\n

Kh\u00e1i ni\u1ec7m v\u1ec1 \u201cPh\u1ea7n m\u1ec1m nh\u01b0 d\u1ecbch v\u1ee5\u201d x\u1ea3y ra khi ng\u01b0\u1eddi d\u00f9ng ch\u00e1n v\u1edbi chi ph\u00ed v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a ph\u1ea7n m\u1ec1m. Kh\u00f4ng ch\u1ec9 h\u1ecd ph\u1ea3i chi nhi\u1ec1u ti\u1ec1n cho ph\u1ea7n m\u1ec1m ch\u1ea5t l\u01b0\u1ee3ng k\u00e9m m\u00e0 h\u1ecd c\u0169ng ph\u1ea3i li\u00ean t\u1ee5c chi nhi\u1ec1u h\u01a1n \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c phi\u00ean b\u1ea3n \u201cch\u1ea5t l\u01b0\u01a1ng c\u1ea3i ti\u1ebfn\u201d. V\u1ec1 c\u0103n b\u1ea3n, \u201cPh\u1ea7n m\u1ec1m nh\u01b0 d\u1ecbch v\u1ee5\u201d l\u00e0 ph\u1ea7n m\u1ec1m \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n v\u00e0 \u0111\u01b0\u1ee3c l\u01b0u k\u00ed b\u1edfi nh\u00e0 cung c\u1ea5p v\u00e0 ng\u01b0\u1eddi d\u00f9ng truy nh\u1eadp v\u00e0o \u0111\u00f3 qua Internet. Kh\u00f4ng gi\u1ed1ng nh\u01b0 s\u1ea3n ph\u1ea9m truy\u1ec1n th\u1ed1ng b\u1ea1n c\u00e0i \u0111\u1eb7t l\u00ean m\u00e1y t\u00ednh c\u1ee7a m\u00ecnh, nh\u00e0 cung c\u1ea5p s\u1edf h\u1eefu ph\u1ea7n m\u1ec1m v\u00e0 cho n\u00f3 ch\u1ea1y tr\u00ean m\u00e1y t\u00ednh c\u1ee7a h\u1ecd. B\u1ea1n kh\u00f4ng s\u1edf h\u1eefu ph\u1ea7n m\u1ec1m m\u00e0 ch\u1ec9 thu\u00ea n\u00f3, n\u1ebfu ph\u1ea7n m\u1ec1m c\u00f3 l\u1ed7i nh\u00e0 cung c\u1ea5p s\u1edf h\u1eefu ph\u1ea7n m\u1ec1m ph\u1ea3i s\u1eeda n\u00f3 nhanh ch\u00f3ng, nh\u00e0 cung c\u1ea5p ph\u1ea3i li\u00ean t\u1ee5c n\u00e2ng c\u1ea5p v\u00e0 duy tr\u00ec ph\u1ea7n m\u1ec1m c\u00f3 ch\u1ea5t l\u01b0\u1ee3ng cao nh\u1ea5t b\u1edfi v\u00ec \u0111\u00f3 l\u00e0 kinh doanh c\u1ee7a h\u1ecd. N\u1ebfu b\u1ea1n kh\u00f4ng th\u00edch c\u00e1i b\u1ea1n thu\u00ea, b\u1ea1n C\u00d3 CH\u1eccN L\u1ef0A \u0111\u1ec3 chuy\u1ec3n sang nh\u00e0 cung c\u1ea5p kh\u00e1c m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng. \u0110i\u1ec1u \u0111\u00f3 c\u0169ng gi\u1ed1ng nh\u01b0 l\u00e0 \u0111i t\u1edbi nh\u00e0 h\u00e0ng, n\u1ebfu b\u1ea1n kh\u00f4ng th\u00edch m\u00f3n \u0103n, b\u1ea1n \u0111i sang nh\u00e0 h\u00e0ng kh\u00e1c.<\/p>\n

Cho n\u00ean c\u00e2u h\u1ecfi c\u1ee7a t\u00f4i v\u1edbi ng\u01b0\u1eddi ph\u00e1t tri\u1ec3n ph\u1ea7n m\u1ec1m l\u00e0: \u201cKh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n coi d\u1ecbch v\u1ee5 b\u1ea1n cung c\u1ea5p nh\u01b0 th\u1ebf n\u00e0o? H\u1ecd c\u00f3 g\u1ecdi \u0111i\u1ec7n cho b\u1ea1n khi h\u1ecd c\u00f3 v\u1ea5n \u0111\u1ec1 kh\u00f4ng? B\u1ea1n c\u00f3 \u0111\u00e1p \u1ee9ng l\u1ea1i h\u1ecd nhanh ch\u00f3ng kh\u00f4ng? B\u1ea1n c\u00f3 hi\u1ec3u r\u1eb1ng kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n C\u00d3 CH\u1eccN L\u1ef0A v\u00e0 c\u00f3 nhi\u1ec1u ng\u01b0\u1eddi c\u1ea1nh tranh c\u0169ng mu\u1ed1n chi\u1ebfm kinh doanh c\u1ee7a b\u1ea1n kh\u00f4ng?\u00a0 Ng\u00e0y nay, kinh doanh thay \u0111\u1ed5i nhanh ch\u00f3ng, c\u00f4ng ti c\u1ee7a b\u1ea1n c\u00f3 th\u1ec3 m\u1ea5t kinh doanh v\u00e0 b\u1ea1n c\u00f3 th\u1ec3 kh\u00f4ng c\u00f3 vi\u1ec7c l\u00e0m, n\u1ebfu kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng b\u1ea1n ph\u1ea3i t\u1ef1 h\u1ecfi m\u00ecnh: \u201cV\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 ph\u1ea3i l\u00e0 v\u1ea5n \u0111\u1ec1 c\u1ee7a m\u00ecnh n\u1eefa kh\u00f4ng?\u201d<\/p>\n

Ng\u00e0y nay \u201cVi\u1ec7c n\u00f3ng v\u00e0 nhu c\u1ea7u cao\u201d l\u00e0 qu\u1ea3n l\u00ed h\u1ec7 th\u00f4ng tin (ISM) b\u1edfi v\u00ec ph\u1ea7n m\u1ec1m \u0111ang tr\u1edf th\u00e0nh \u201cd\u1ecbch v\u1ee5\u201d. ISM \u0111\u01b0\u1ee3c t\u1ea1o ra \u0111\u1ec3 gi\u00f3ng th\u1eb3ng t\u1ed1t h\u01a1n c\u00f4ng ngh\u1ec7 th\u00f4ng tin (CNTT) v\u1edbi doanh nghi\u1ec7p theo c\u00e1ch \u0111\u00fang th\u1eddi gian v\u00e0 hi\u1ec7u qu\u1ea3 chi ph\u00ed. Trong ho\u00e0n c\u1ea3nh c\u1ee7a ISM, d\u1ecbch v\u1ee5 ngh\u0129a l\u00e0 ch\u1ee9c n\u0103ng doanh nghi\u1ec7p s\u1ed1ng c\u00f2n v\u00e0 CNTT c\u1ea7n thi\u1ebft k\u1ebf, x\u00e2y d\u1ef1ng, tri\u1ec3n khai, v\u1eadn h\u00e0nh, h\u1ed7 tr\u1ee3 v\u00e0 c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c vi\u1ec7c chuy\u1ec3n giao d\u1ecbch v\u1ee5 \u0111\u00f3. Ch\u1eb3ng h\u1ea1n: M\u1ed9t d\u1ecbch v\u1ee5 c\u00f3 th\u1ec3 m\u00f4 t\u1ea3 c\u00e1ch kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p nh\u01b0 y\u00eau c\u1ea7u d\u1ecbch v\u1ee5 mua m\u1ed9t s\u1ea3n ph\u1ea9m (s\u00e1ch, CD, DVD) tr\u1ef1c tuy\u1ebfn. Kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u1eb7t n\u00f3 qua website v\u00e0 truy nh\u1eadp v\u00e0o \u1ee9ng d\u1ee5ng x\u1eed l\u00ed \u0111\u01a1n h\u00e0ng \u0111\u00f3. N\u1ebfu \u1ee9ng d\u1ee5ng CNTT kh\u00f4ng d\u1ec5 d\u00f9ng hay kh\u00e1ch h\u00e0ng ph\u1ea3i \u0111\u1ee3i th\u1eddi gian l\u00e2u, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 chuy\u1ec3n sang kho h\u00e0ng tr\u1ef1c tuy\u1ebfn kh\u00e1c v\u1edbi m\u1ed9t c\u00fa \u201cnh\u00e1y\u201d chu\u1ed9t v\u00e0 b\u1ea1n m\u1ea5t m\u1ed9t v\u1ee5 kinh doanh.<\/p>\n

Khi “Ph\u1ea7n m\u1ec1m nh\u01b0 d\u1ecbch v\u1ee5” x\u1ea3y t\u1edbi, \u0111i\u1ec1u c\u1ef1c k\u00ec quan tr\u1ecdng l\u00e0 b\u1ea1n hi\u1ec3u ai l\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. \u0110i\u1ec1u quan tr\u1ecdng t\u01b0\u01a1ng \u0111\u01b0\u01a1ng l\u00e0 \u1edf ch\u1ed7 b\u1ea1n hi\u1ec3u r\u1eb1ng trong vi\u1ec7c l\u00e0m c\u1ee7a m\u00ecnh, m\u1ecdi t\u01b0\u01a1ng t\u00e1c gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e0 cung c\u1ea5p \u0111\u1ec1u l\u00e0 m\u1ed9t \u201cquy\u1ebft \u0111\u1ecbnh kinh doanh c\u1ed1t y\u1ebfu\u201d. Trong kho\u1ea3nh kh\u1eafc \u0111\u00f3, b\u1ea1n c\u00f3 c\u01a1 h\u1ed9i \u0111\u1ec3 thay \u0111\u1ed5i to\u00e0n b\u1ed9 c\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 b\u1ea1n, c\u00f4ng ti c\u1ee7a b\u1ea1n v\u00e0 d\u1ecbch v\u1ee5 b\u1ea1n cung c\u1ea5p. Cho n\u00ean \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 c\u00e1c mong \u0111\u1ee3i \u0111\u01b0\u1ee3c \u0111\u1eb7t \u0111\u00fang, d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c chuy\u1ec3n giao theo c\u00e1ch nh\u1ea5t qu\u00e1n, v\u00e0 r\u1eb1ng b\u1ea1n ch\u1ee9ng t\u1ecf s\u1ef1 th\u00f4ng c\u1ea3m v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

\u0110i\u1ec1u c\u1ed1t y\u1ebfu v\u1edbi sinh vi\u00ean l\u00e0 hi\u1ec3u r\u1eb1ng doanh nghi\u1ec7p ng\u00e0y nay \u0111ang thay \u0111\u1ed5i v\u00e0 d\u1ecbch v\u1ee5 \u0111ang tr\u1edf n\u00ean r\u1ea5t quan tr\u1ecdng trong th\u1ebf gi\u1edbi to\u00e0n c\u1ea7u ho\u00e1. V\u1edbi internet v\u00e0 kinh doanh tr\u1ef1c tuy\u1ebfn, b\u1ea1n KH\u00d4NG bi\u1ebft ai l\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 h\u1ecd s\u1ed1ng \u1edf \u0111\u00e2u. B\u1ea1n c\u0169ng KH\u00d4NG bi\u1ebft \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh c\u1ee7a m\u00ecnh l\u00e0 ai hay h\u1ecd t\u1edbi t\u1eeb \u0111\u00e2u. B\u1ea1n ph\u1ea3i hi\u1ec3u r\u1eb1ng b\u1ea1n c\u00f3 kh\u00e1ch h\u00e0ng v\u00e0 r\u1eb1ng m\u1ecdi t\u01b0\u01a1ng t\u00e1c chung cu\u1ed9c \u0111\u1ec1u \u1ea3nh h\u01b0\u1edfng t\u1edbi kinh doanh c\u1ee7a b\u1ea1n. Kh\u00f4ng hi\u1ec7u qu\u1ea3 v\u00e0 d\u1ecbch v\u1ee5 k\u00e9m b\u00ean trong CNTT l\u00e0 t\u1ed3i t\u1ec7 c\u0169ng nh\u01b0 chuy\u1ec3n giao d\u1ecbch v\u1ee5 k\u00e9m tr\u1ef1c ti\u1ebfp cho kh\u00e1ch h\u00e0ng c\u1ee7a c\u00f4ng ti c\u1ee7a b\u1ea1n. Nhi\u1ec1u ng\u01b0\u1eddi trong c\u00e1c b\u1ea1n coi r\u1eb1ng b\u1ea1n l\u00e0 ng\u01b0\u1eddi ph\u00e1t tri\u1ec3n ph\u1ea7n m\u1ec1m ch\u1ee9 kh\u00f4ng ph\u1ea3i l\u00e0 ng\u01b0\u1eddi kinh doanh nh\u01b0ng v\u1edbi m\u00f4 h\u00ecnh \u201cPh\u1ea7n m\u1ec1m nh\u01b0 d\u1ecbch v\u1ee5\u201d, b\u1ea1n l\u00e0 ng\u01b0\u1eddi kinh doanh v\u00e0 b\u1ea1n ph\u1ea3i hi\u1ec3u r\u1eb1ng m\u1ecdi ng\u01b0\u1eddi trong CNTT \u0111\u1ec1u l\u00e0 ng\u01b0\u1eddi cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00ec CNTT c\u00f3 \u0111\u00f3 \u0111\u1ec3 h\u1ed7 tr\u1ee3 cho doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd.<\/p>\n

M\u1ed9t ng\u01b0\u1eddi qu\u1ea3n l\u00ed ph\u1ea7n m\u1ec1m ph\u1ea3i hi\u1ec3u v\u1ec1 kinh doanh v\u00e0 d\u1ecbch v\u1ee5 b\u1edfi v\u00ec vai tr\u00f2 m\u1edbi c\u1ee7a b\u1ea1n l\u00e0 \u201cNg\u01b0\u1eddi qu\u1ea3n l\u00ed d\u1ecbch v\u1ee5\u201d v\u00ec ph\u1ea7n m\u1ec1m l\u00e0 d\u1ecbch v\u1ee5. B\u1ea1n ph\u1ea3i x\u00e1c \u0111\u1ecbnh c\u00e1c mong \u0111\u1ee3i cho m\u1ecdi giao t\u00e1c gi\u1eefa nh\u00e0 cung c\u1ea5p v\u00e0 kh\u00e1ch h\u00e0ng, \u0111\u1ea3m b\u1ea3o nh\u1eefng giao t\u00e1c \u0111\u00f3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n theo ki\u1ec3u c\u00e1ch nh\u1ea5t qu\u00e1n, v\u00e0 c\u00f3 th\u00f4ng c\u1ea3m v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. N\u00f3i c\u00e1ch kh\u00e1c, d\u1ecbch v\u1ee5 b\u1eaft \u0111\u1ea7u v\u00e0 k\u1ebft th\u00fac v\u1edbi con ng\u01b0\u1eddi cho n\u00ean k\u0129 n\u0103ng con ng\u01b0\u1eddi c\u0169ng l\u00e0 c\u1ed1t y\u1ebfu nh\u01b0 k\u0129 n\u0103ng k\u0129 thu\u1eadt. Ta h\u00e3y quay l\u1ea1i v\u1edbi v\u00ed d\u1ee5 c\u1ee7a t\u00f4i v\u1ec1 nh\u00e0 h\u00e0ng. Gi\u1ea3 s\u1eed ng\u01b0\u1eddi ch\u1ee7 nh\u00e0 h\u00e0ng kh\u00f4ng bi\u1ebft c\u00e1i g\u00ec x\u1ea3y ra v\u1edbi v\u1eadn h\u00e0nh b\u1edfi v\u00ec \u00f4ng \u1ea5y qu\u00e1 b\u1eadn v\u00e0 tin t\u01b0\u1edfng v\u00e0o ng\u01b0\u1eddi ph\u1ee5c v\u1ee5 cai qu\u1ea3n nh\u00e0 h\u00e0ng cho \u00f4ng \u1ea5y. T\u1ea5t nhi\u00ean, nh\u00e0 h\u00e0ng nh\u1eadn nhi\u1ec1u l\u1eddi ph\u00e0n n\u00e0n nh\u01b0ng ng\u01b0\u1eddi ph\u1ee5c v\u1ee5 b\u1ecf qua n\u00f3. \u0110\u1ea7u b\u1ebfp v\u00e0 ng\u01b0\u1eddi ph\u1ee5c v\u1ee5 kh\u00f4ng ch\u0103m nom v\u00ec h\u1ecd coi \u0111\u00f3 kh\u00f4ng ph\u1ea3i l\u00e0 vi\u1ec7c c\u1ee7a h\u1ecd b\u1edfi v\u00ec h\u1ecd kh\u00f4ng l\u00e0m \u0111i\u1ec1u g\u00ec sai c\u1ea3. \u0110i\u1ec1u g\u00ec s\u1ebd x\u1ea3y ra ti\u1ebfp? T\u1ea5t nhi\u00ean, kh\u00e1ch h\u00e0ng kh\u00f4ng quay l\u1ea1i nh\u00e0 h\u00e0ng n\u1eefa v\u00e0 kinh doanh \u0111i xu\u1ed1ng. Ng\u01b0\u1eddi ch\u1ee7 ch\u1eb3ng c\u00f3 \u00fd t\u01b0\u1edfng n\u00e0o v\u1ec1 t\u1ea1i sao kinh doanh l\u1ea1i t\u1ed3i t\u1ec7 khi c\u00e1c nh\u00e0 h\u00e0ng kh\u00e1c g\u1ea7n \u0111\u00f3 th\u00e0nh c\u00f4ng th\u1ebf. Cho n\u00ean l\u00e0m sao b\u1ea1n l\u00e0m cho t\u1ed5 c\u1ee7a m\u00ecnh h\u1ed9i t\u1ee5 v\u00e0o d\u1ecbch v\u1ee5?<\/p>\n

\u0110i\u1ec1u quan tr\u1ecdng l\u00e0 c\u1ea7n h\u1ed9i t\u1ee5 v\u00e0o ba th\u1ee9: nh\u1eadn bi\u1ebft, \u00fd ch\u00ed v\u00e0 h\u00e0nh \u0111\u1ed9ng. Khi \u0111\u1ed9ng t\u1edbi ch\u01b0\u01a1ng tr\u00ecnh CNTT c\u1ee7a b\u1ea1n, b\u1ea1n c\u1ea7n \u0111\u1ea3m b\u1ea3o r\u1eb1ng m\u1ecdi ng\u01b0\u1eddi tham gia v\u00e0o \u0111\u1ec1u c\u00f3 nh\u1eadn bi\u1ebft v\u1ec1 vai tr\u00f2 h\u1ecd gi\u1eef trong vi\u1ec7c chuy\u1ec3n giao d\u1ecbch v\u1ee5. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u0111\u1ea9y m\u1ea1nh qua gi\u00e1o d\u1ee5c, \u0111\u00e0o t\u1ea1p, trao \u0111\u1ed5i hi\u1ec7u qu\u1ea3 v\u00e0 gi\u00e1m s\u00e1t ch\u1eb7t v\u00e0 ki\u1ec3m \u0111i\u1ec3m c\u00e1c qui tr\u00ecnh. S\u1eb5n l\u00f2ng thay \u0111\u1ed5i t\u1edbi t\u1eeb con ng\u01b0\u1eddi nh\u01b0ng n\u00f3 l\u00e0m m\u1ea1nh th\u00f4ng qua quy\u1ec1n l\u00e3nh \u0111\u1ea1o, b\u1eb1ng vi\u1ec7c l\u00e0m cho qu\u1ea3n l\u00ed c\u1ea5p cao \u0111\u1eb7t h\u1ed9i t\u1ee5 th\u00edch h\u1ee3p v\u00e0o d\u1ecbch v\u1ee5 v\u1edbi vai tr\u00f2, tr\u00e1ch nhi\u1ec7m v\u00e0 th\u1ea9m quy\u1ec1n r\u00f5 r\u00e0ng. N\u1ebfu h\u1ecd h\u1ecfi t\u1ea1i sao, nh\u1eafc nh\u1edf h\u1ecd ai l\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd. Nh\u1edb l\u1ea5y, ch\u00fang ta s\u1ed1ng trong th\u1ebf gi\u1edbi c\u1ea1nh tranh cao, n\u1ebfu kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n kh\u00f4ng tin h\u1ecd \u0111ang c\u00f3 d\u1ecbch v\u1ee5 t\u1ed1t, h\u1ecd bao gi\u1edd c\u0169ng c\u00f3 th\u1ec3 thay \u0111\u1ed5i nh\u00e0 cung c\u1ea5p. Ng\u00e0y nay v\u1edbi nhi\u1ec1u c\u00f4ng ti cung \u1ee9ng d\u1ecbch v\u1ee5, vi\u1ec7c thay \u0111\u1ed5i nh\u00e0 cung c\u1ea5p CNTT l\u00e0 d\u1ec5 d\u00e0ng h\u01a1n thay \u0111\u1ed5i nh\u00e0 h\u00e0ng.<\/p>\n

T\u00f4i m\u1ea1nh m\u1ebd g\u1ee3i \u00fd r\u1eb1ng sinh vi\u00ean ch\u00fa \u00fd t\u1edbi d\u1ecbch v\u1ee5 v\u00ec n\u00f3 \u0111ang tr\u1edf th\u00e0nh h\u1ed9i t\u1ee5 c\u1ed1t l\u00f5i trong ch\u01b0\u01a1ng tr\u00ecnh c\u00f4ng ngh\u1ec7 th\u00f4ng tin. V\u1edbi t\u00ednh to\u00e1n m\u00e2y v\u00e0 n\u1ec1n di \u0111\u1ed9ng, qui tr\u00ecnh doanh nghi\u1ec7p \u0111ang thay \u0111\u1ed5i nhanh ch\u00f3ng cho n\u00ean b\u1ea1n ph\u1ea3i l\u1ea5y m\u1ecdi c\u01a1 h\u1ed9i \u0111\u1ec3 h\u1ed9i t\u1ee5 v\u00e0o d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Ki\u1ec3m \u0111i\u1ec3m l\u1ea1i \u0111\u00e0o t\u1ea1o c\u1ee7a b\u1ea1n, nh\u1eadn di\u1ec7n c\u00e1c k\u0129 n\u0103ng b\u1ea1n s\u1ebd c\u1ea7n, l\u1ea5y c\u00e1c m\u00f4n h\u1ecdc th\u00eam v\u1ec1 h\u1ec7 th\u00f4ng tin, v\u00e0 kh\u00e9p l\u1ea1i l\u1ed7 h\u1ed5ng k\u0129 n\u0103ng. Thay \u0111\u1ed5i t\u01b0 duy t\u1eeb s\u1ea3n ph\u1ea9m sang d\u1ecbch v\u1ee5 v\u00e0 t\u1ef1 nh\u1eafc nh\u1edf m\u00ecnh r\u1eb1ng b\u1eb1ng vi\u1ec7c n\u1eafm l\u1ea5y xu h\u01b0\u1edbng c\u00f4ng ngh\u1ec7 khi n\u00f3 b\u1eaft \u0111\u1ea7u s\u1ebd cho b\u1ea1n c\u01a1 h\u1ed9i t\u1ed1t h\u01a1n l\u00e0 ch\u1edd \u0111\u1ee3i cho t\u1edbi khi m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u chuy\u1ec3n sang n\u00f3. H\u1ecdc nhi\u1ec1u v\u1ec1 ph\u1ea7n m\u1ec1m nh\u01b0 d\u1ecbch v\u1ee5 b\u1eaft \u0111\u1ea7u v\u1edbi b\u1ea1n \u0111i. B\u1eb1ng vi\u1ec7c hi\u1ec3u r\u1eb1ng h\u00e0nh \u0111\u1ed9ng c\u1ee7a b\u1ea1n h\u00f4m nay s\u1ebd thay \u0111\u1ed5i ngh\u1ec1 nghi\u1ec7p c\u1ee7a b\u1ea1n ng\u00e0y mai v\u00e0 hi\u1ec3u “d\u1ecbch v\u1ee5” ngh\u0129a l\u00e0 m\u1ecdi t\u01b0\u01a1ng t\u00e1c \u0111\u1ec1u l\u00e0 “quy\u1ebft \u0111\u1ecbnh kinh doanh c\u1ed1t y\u1ebfu” m\u00e0 b\u1ea1n v\u00e0 c\u00f4ng ti c\u1ee7a b\u1ea1n s\u1ebd b\u1ecb \u0111\u00e1nh gi\u00e1 b\u1edfi c\u00e1ch b\u1ea1n \u0111\u00e1p \u1ee9ng.<\/p>\n

 <\/p>\n

—-English version—-<\/p>\n

 <\/p>\n

Software as a service exellence<\/p>\n

Many people do not clearly distinguish the difference between \u201cSoftware as a Product\u201d and \u201cSoftware as a Service\u201d. As a service, software needs three things: expectations, consistency and empathy.<\/p>\n

Imagine that you are going to a restaurant, you expect that the food is good and be served within a reasonable time. Consistency meant that the restaurant should try to deliver on that expectation every day and empathy meant that the restaurant really care about achieving customers satisfaction. As customer, you know the difference between good service and bad service and you HAVE A CHOICE . Assume that you have to wait a long time for the food because the cook is too busy. When the food is served, it is bad and when you complain the server tell you he does not care. Would you return to that restaurant again?<\/p>\n

For \u201cSoftware as a Product\u201d, you buy the software and install it on your computer. If it has defects, the company may sent you a \u201cFix\u201d but you may have to wait few days, or maybe few weeks, sometime several months until they release the next version. You do not like it but you DO NOT HAVE CHOICE because you need the software to run on your computer. You may complain but the company does not care because there are thousands people like you. The manager may say: \u201cAll software have defects and we try to fix them as fast as possible so please wait until the next version. Of course, you will have to buy the next version when it is available in another year or so\u201d.<\/p>\n

The concept of \u201cSoftware as a Service\u201d happens when users are fed up with the costs and quality of software. Not only they have to spent lot of money for poor quality software but they also have to continue to spend more to get the \u201c\u201dimproved quality\u201d versions. Basically, \u201cSoftware as a Service\u201d is software that is developed and hosted by the vendor and which the user accesses over the Internet. Unlike traditional product that you install on your computers, the vendor owns the software and runs it on its computers. You do not own the software but only rents it, if the software has defects the vendor who own the software must fix it fast, the vendor must continue to upgrade and maintain the software to the highest quality because it is their business. If you do not like what you rent, you HAVE CHOICE to switch to another vendor easily. It is just like go to a restaurant, if you do not like the food you go to another.<\/p>\n

So my questions to software developer are: \u201cHow do your customers view the services that you offer? If they call you when they have problems? Would you respond to them quickly? Do you understand that your customer DO HAVE CHOICE and there are many competitors who also want to steal your business?\u00a0 Today, the business is changing fast, your company could go out of business and you may not have a job, if the customers are not happy so you must ask yourself: \u201cIs your customer\u2019s problem your problem too\u201d?<\/p>\n

Today the \u201cHot job and High demand\u201d is Information System Management (ISM) because software is becoming a \u201cservices\u201d. ISM is created to better align Information technology (IT) to the business in a timely and cost effective manner. In the context of ISM, service means a vital business function and IT needs to design, build, deploy, operate, support and continually improve the delivery of that service. For example: A service can describe how customer interact with the business such as service request to buy a products (Books, CD, DVD) online. Customer can order it through a website and access to an application that processes that order. If the IT application is not easy to use or customer have to wait a long time, the customer may switch to another online store at the \u201cClick\u201d of the mouse and you lose a business.<\/p>\n

When it comes to \u201cSoftware as a Services\u201d, it is extremely important that you understand who your customers are. It is equally important that you understand that in your job, every interaction between a customer and a supplier is a \u201cCritical business decision\u201d. In that moment, you have the opportunity to change your customer\u2019s entire perception of you, your company and the service that you provide. So it’s important that expectations are properly set, service is delivered in a consistent manner, and that you demonstrate empathy for the customer.<\/p>\n

It is critical for student to understand that the business today is changing and service is becoming very important in the globalized world. With the internet and online business, you do NOT know who your customers are or where they live. You also do NOT know who your competitors are or where they come from. You must understand that you have customers and that every interaction ultimately affects your business. Inefficiency and bad service within IT is as bad as delivering bad service directly to your company\u2019s customers. Many of you consider that you are software developer and not business person but with \u201cSoftware as a Service\u201d model, you are the business person and you must understand that everyone in IT is a provider of service as IT is there to support the business and their customers.<\/p>\n

A software manager must understand about the business and the services because your new role is a \u201cService Manager\u201d as software is a service. You must define expectations for every transaction between supplier and customer, ensuring those interactions are performed in a consistent fashion, and having empathy for your customer. In other words, service starts and ends with people so people skills is also as critical as technical skills. Let\u2019s go back to my example with the restaurant. Assume the owner of the restaurant do not know what happen with the operation because he is too busy and relies on the server to run the restaurant for him. Of course, the restaurant got many complaints but the server ignored it. The cook and servers do not care as they consider it is not their jobs because they have done nothing wrong. What will happen then? Of course, customers do not return to the restaurant and the business goes down. The owner has no idea why the business is bad when other restaurants nearby are so successful. So how do you get your team to focus on service?<\/p>\n

It is important to focus on three things: awareness, will and action. When it comes to your IT program, you need to ensure that everyone involved is aware of the role they play in the delivery of service. This can be fostered through education, training, effective communication and strong monitoring and review processes. The willingness to change comes from people but it is strengthen through leadership. By making senior management places adequate focus on service with clear roles, responsibilities and authorities. If they ask why, remind them who their customer is. Remember, we live in a highly competitive world, if your customers do not believe they are getting good service, they can always change suppliers. Today with so many companies offering services, changing IT suppliers is easier than changing restaurants.<\/p>\n

I strongly suggest that students pay attention to service as it is becoming a core focus in information technology program. With cloud computing and mobile platforms, the business process is changing fast so you must take every opportunity to focus on customer service. Review your training, identify the skills that you will need, take additional courses in Information Systems, and close the skill gaps. Change your thinking from product into service and remind yourselves that by catching the technology trend when it starts will give you better opportunities then wait until everybody is switching into it. Learning more about software as a service starts with you. By understand that your action today will change your career tomorrow and understand \u201cservice\u201d means every interaction is a \u201ccritical business decision\u201d that you and your company will be judged by how you respond.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Nhi\u1ec1u ng\u01b0\u1eddi kh\u00f4ng ph\u00e2n bi\u1ec7t r\u00f5 r\u1ec7t s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa \u201cPh\u1ea7n m\u1ec1m nh\u01b0 s\u1ea3n ph\u1ea9m” v\u00e0 “Ph\u1ea7n m\u1ec1m nh\u01b0 d\u1ecbch v\u1ee5\u201d. Nh\u01b0 d\u1ecbch v\u1ee5, … <\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1,3,26],"tags":[],"class_list":["post-2728","post","type-post","status-publish","format-standard","hentry","category-xu-huong-toan-cau","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\/2728","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=2728"}],"version-history":[{"count":1,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/2728\/revisions"}],"predecessor-version":[{"id":2729,"href":"https:\/\/science-technology.vn\/index.php?rest_route=\/wp\/v2\/posts\/2728\/revisions\/2729"}],"wp:attachment":[{"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2728"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2728"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/science-technology.vn\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2728"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}