Executive Commentary
作者分享了在Bull HN公司通过绘制服务地图来改进工作流程的经验，强调了沟通和员工调研在转型期的重要性。
In this article the author discusses strategies for service quality improvement. He relates how the process was carried out at his company, Bull HN. The process began with the creation a service map of the company's work procedures that provided insight into what needed to be streamlined. He notes that this transition period provided him with a variety of valuable lessons such as the importance of communication throughout the transition period and into the implementation phase. He also discusses the importance of conducting employee research during the transition process in order to maintain an accurate picture of how the organization in functioning.