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[目的 /意义]研究区域联合信息咨询服务的过程管理与规范控制的技术途径,以提升其服务质量和效率。[方法 /过程]基于北京高校区域联合信息咨询服务,通过分析流程中影响服务质量的相关因素与过程控制的关系,对信息咨询服务全流程的规范管理与控制进行详细分析。[结果 /结论]从流程规范、数据规范、行为规范和管理规范4个方面能够有效地实现北京高校区域联合信息咨询全流程服务的规范控制。
[Purpose / Significance] To study the technical approaches to process management and normative control of regional joint information consulting services so as to enhance their service quality and efficiency. [Method / Process] Based on the regional joint information consultation service in Beijing universities, the author analyzes in detail the standard management and control of the whole process of information consulting service by analyzing the relationship between the related factors affecting the service quality and the process control in the process. [Result / Conclusion] The standardized control of the whole process of regional joint information consultation in Beijing universities can be effectively implemented from the aspects of process specification, data specification, code of conduct and management standard.