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| Dynamic Splicing of Comprehensive Science and Technology Service Process Driven by Customer Demand |
| Zhao Yiming1,2,3,Ruan Hang1,2,Zhu Yongchun2,4 |
| （1. Center for Studies of Information Resources, Wuhan University;2. School of Information Management, Wuhan University;3. Big Data Institute, Wuhan University;4. National Demonstration Center for Experimental Library and Information Science Education at Wuhan University, Wuhan 430072, China） |
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Abstract With the development of the science and technology service industry, the content and forms of science and technology services are enriched. When dealing with the complex service needs of customers, science and technology service organizations should not limit themselves to a certain type of professional technology services; on the contrary they should integrate service resources, and provide professional technology services as a comprehensive service model with core multiple service categories coexisting based on the realization of customer needs. However, it is difficult to meet these composite needs only by relying on a single professional technology service. In response to this problem, this research studies how to take the customers' composite technology service needs as the traction to carry out the dynamics of the comprehensive technology service process splicing.#br#Integrated science and technology service is a complex scene with open dynamic, and cross-organizational characteristics. In the integrated science and technology service scene, there are typical problems such as complex service requirements, diverse service types, and difficulty in integrating science and technology services. These problems affect the original professional technology service process and system. We believe that the key to solve these problems is to reconstruct the original professional technology service process and system. If the various professional technology service processes are decomposed into standard service modules that can be freely configured according to needs, the splicing and assembly of various service modules can solve problems such as the difficulty of integrating scientific and technological services to a large extent. Thereby, the comprehensive and complex needs of users can be satisfied. This article proposes to realize the dynamic splicing of integrated science and technology service processes through dynamic clustering of demand-related service processes. If the process and service content of a certain service involve two or more professional technology services, it can be called a comprehensive technology service. However, comprehensive technology services do not combine various professional technology services indiscriminately, so there is the need to identify and disassemble user needs, and clarify the professional technology services involved. Among them, we must focus on the leading role in the service system. The development of a certain core professional technology service of the role is conducive to clarifying service subjects who will integrate resources and provide services to customers systematically. Therefore, in the current realistic background, this paper defines integrated technology services from an implementable perspective as a type of service that takes a certain type of professional technology service as the core, takes the users' compound demand as the traction, and coexists with multiple service categories.#br#According to the interaction relationship with customers, this study adopted the service blueprint method to identify and divide the technology service process. Based on the construction of a demand-process relationship matrix, the results of customer evaluation are directly mapped to the associated service process, and the intentions of the customer are fully reflected in the dynamic splicing of the service process. Cluster analysis was performed on the demand-related service processes through the functional correlation between each process, and the maximum fitness value was introduced to select the optimal splicing scheme. Finally, taking the technology supplier in the technology transfer integrated technology service as the analysis object, a case of technology transfer integrated technology service was constructed. Relevant information was collected through on-site observation, daily communication with relevant personnel, expert surveys, diaries, in-depth interviews, etc. Then, we disassembled and analyzed the service process among them, selected relevant service processes based on user needs and used fuzzy aggregation. We employed the method of cluster analysis to complete the splicing of the processes, and realize the splicing of the integrated technology service processes of technology transfer.#br#This research provides scientific and technological service organizations with ideas for the identification and reconstruction of comprehensive scientific and technological service processes, which is helpful for the coordination and cooperation of various professional scientific and technological service organizations, and reduces the repeated investment of service resources. It is of guiding significance for the implementation of comprehensive scientific and technological services, and provides ideas for comprehensive scientific and technological service matters for professional scientific and technological service organizations to meet complex customer needs.#br#
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Received: 16 March 2021
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