{"id":36077,"date":"2023-12-08T11:41:44","date_gmt":"2023-12-08T11:41:44","guid":{"rendered":"https:\/\/masterskills.org\/blog\/mo-hinh-chuoi-gia-tri-dich-vu-value-chain-for-services-vacse-la-gi.html"},"modified":"2023-12-24T21:42:45","modified_gmt":"2023-12-24T14:42:45","slug":"mo-hinh-chuoi-gia-tri-dich-vu-value-chain-for-services-vacse-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/mo-hinh-chuoi-gia-tri-dich-vu-value-chain-for-services-vacse-la-gi.html","title":{"rendered":"M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb d\u1ecbch v\u1ee5 (Value Chain for Services – VACSE) l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda<\/p>\n<\/div>\n<\/div>\n

M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb d\u1ecbch v\u1ee5 (Value Chain for Services – VACSE)<\/font><\/h2>\n

S\u1ef1 ra \u0111\u1eddi c\u1ee7a m\u00f4 h\u00ecnh<\/b><\/p>\n

M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb d\u1ecbch v\u1ee5<\/b> trong ti\u1ebfng Anh l\u00e0 Value Chain for Services<\/b>, vi\u1ebft t\u1eaft l\u00e0 VACSE<\/b>.<\/p>\n

M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb d\u1ecbch v\u1ee5<\/i> \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi Gi\u00e1o s\u01b0 Gabriel, gi\u1ea3ng vi\u00ean \u0111\u1ea1i h\u1ecdc Mzumbe thu\u1ed9c Tanzania.<\/p>\n

Khi \u0111\u01b0a ra m\u00f4 h\u00ecnh n\u00e0y, Gi\u00e1o s\u01b0 Gabriel kh\u1eb3ng \u0111\u1ecbnh “Kh\u00e1ch h\u00e0ng kh\u00f4ng v\u00e0 s\u1ebd kh\u00f4ng bao gi\u1edd mua s\u1ea3n ph\u1ea9m m\u00e0 l\u00e0 mua gi\u00e1 tr\u1ecb” v\u00e0 gi\u00e1 tr\u1ecb m\u00e0 kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c khi mua m\u1ed9t s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c \u00f4ng \u0111\u1ecbnh ngh\u0129a l\u00e0: “C\u1ea3m nh\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 t\u1ed5ng th\u1ec3 g\u00f3i l\u1ee3i \u00edch, c\u00f3 th\u1ec3 r\u00f5 r\u00e0ng ho\u1eb7c m\u01a1 h\u1ed3, m\u00e0 th\u1ecfa m\u00e3n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00fang l\u00fac, th\u1ef1c s\u1ef1 v\u00e0 hi\u1ec7u qu\u1ea3”.<\/p>\n

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Ngu\u1ed3n: Qu\u1ea3n tr\u1ecb kinh doanh d\u1ecbch v\u1ee5 t\u1eeb g\u00f3c nh\u00ecn marketing, NXB Th\u00f4ng tin v\u00e0 Truy\u1ec1n th\u00f4ng<\/p>\n<\/div>\n<\/div>\n

\u00d4ng \u0111\u01b0a ra c\u00f4ng th\u1ee9c t\u00ednh gi\u00e1 tr\u1ecb m\u00e0 kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 nh\u1eadn \u0111\u01b0\u1ee3c khi ti\u00eau d\u00f9ng m\u1ed9t s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 nh\u01b0 sau:<\/p>\n

CDV = CV – CC<\/p>\n

Trong \u0111\u00f3:<\/p>\n

CDV: Customer Delivered Value l\u00e0 gi\u00e1 tr\u1ecb d\u1ecbch v\u1ee5 chuy\u1ec3n \u0111\u1ebfn kh\u00e1ch h\u00e0ng<\/p>\n

CV = Customer Value l\u00e0 gi\u00e1 tr\u1ecb m\u00e0 doanh nghi\u1ec7p d\u1ecbch v\u1ee5 t\u1ea1o ra cho kh\u00e1ch h\u00e0ng<\/p>\n

CC = Customer Costs l\u00e0 c\u00e1c chi ph\u00ed kh\u00e1ch h\u00e0ng ph\u1ea3i b\u1ecf ra \u0111\u1ec3 ti\u00eau d\u00f9ng d\u1ecbch v\u1ee5<\/p>\n

T\u1eeb \u0111\u00f3 \u00f4ng kh\u00e1i qu\u00e1t m\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb trong c\u00e1c doanh nghi\u1ec7p d\u1ecbch v\u1ee5 bao g\u1ed3m 5 ho\u1ea1t \u0111\u1ed9ng\/thu\u1ed9c t\u00ednh ch\u00ednh t\u1ea1o gi\u00e1 tr\u1ecb gia t\u0103ng v\u00e0 4 ho\u1ea1t \u0111\u1ed9ng\/thu\u1ed9c t\u00ednh b\u1ed5 tr\u1ee3.<\/p>\n

C\u00e1c ho\u1ea1t \u0111\u1ed9ng thu\u1ed9c t\u00ednh ch\u00ednh t\u1ea1o ra gi\u00e1 tr\u1ecb gia t\u0103ng<\/font><\/h3>\n

Thi\u1ebft k\u1ebf d\u1ecbch v\u1ee5 (Service Design)<\/b><\/p>\n

– Ng\u01b0\u1eddi cung c\u1ea5p d\u1ecbch v\u1ee5 c\u1ea7n ph\u1ea3i hi\u1ec3u ch\u1eafc ch\u1eafn v\u1ec1 gi\u00e1 tr\u1ecb m\u00e0 kh\u00e1ch h\u00e0ng s\u1ebd mua. \u0110\u00e2y l\u00e0 ho\u1ea1t \u0111\u1ed9ng ch\u1ee7 ch\u1ed1t trong chu\u1ed7i gi\u00e1 tr\u1ecb d\u1ecbch v\u1ee5 b\u1edfi nh\u1eefng d\u1ecbch v\u1ee5 ngh\u00e8o n\u00e0n v\u1ec1 gi\u00e1 tr\u1ecb s\u1ebd l\u00e0m kh\u00e1ch h\u00e0ng th\u1ea5t v\u1ecdng v\u00e0 b\u1ea5t m\u00e3n.<\/p>\n

– Trong m\u1ecdi tr\u01b0\u1eddng h\u1ee3p, ng\u01b0\u1eddi thi\u1ebft k\u1ebf d\u1ecbch v\u1ee5 \u0111\u00f2i h\u1ecfi c\u00f3 kh\u1ea3 n\u0103ng s\u00e1ng t\u1ea1o r\u1ea5t cao. H\u1ecd kh\u00f4ng ch\u1ec9 t\u00ecm ki\u1ebfm nhi\u1ec1u kh\u00e1ch h\u00e0ng h\u01a1n cho nh\u1eefng d\u1ecbch v\u1ee5 s\u1eb5n c\u00f3 m\u00e0 ph\u1ea3i s\u00e1ng t\u1ea1o nhi\u1ec1u s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 h\u01a1n cho c\u00e1c kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 c\u1ea3 c\u00e1c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.<\/p>\n

Qu\u1ea3n l\u00ed<\/span> tri th\u1ee9c (Knowledge Management)<\/b><\/p>\n

– Qu\u1ea3n l\u00ed<\/span> tri th\u1ee9c v\u1ec1 d\u1ecbch v\u1ee5 bao h\u00e0m hai m\u1eb7t: m\u1ed9t m\u1eb7t ng\u01b0\u1eddi cung c\u1ea5p d\u1ecbch v\u1ee5 ph\u1ea3i hi\u1ec3u \u0111\u01b0\u1ee3c nhu c\u1ea7u th\u1ef1c s\u1ef1 c\u1ee7a kh\u00e1ch h\u00e0ng, m\u1eb7t kh\u00e1c ph\u1ea3i gi\u00fap kh\u00e1ch h\u00e0ng am hi\u1ec3u lo\u1ea1i h\u00ecnh d\u1ecbch v\u1ee5 m\u00e0 anh ta c\u1ea7n mua v\u00e0 c\u00e1ch th\u1ee9c m\u00e0 d\u1ecbch v\u1ee5 \u0111\u00f3 s\u1ebd \u0111\u01b0\u1ee3c ph\u00e2n ph\u1ed1i \u0111\u1ebfn anh ta nh\u01b0 th\u1ebf n\u00e0o.<\/p>\n

Qu\u1ea3n l\u00ed<\/span> h\u1ec7 th\u1ed1ng cung \u1ee9ng (Delivery Systems Management)<\/b><\/p>\n

– Trong ng\u00e0nh c\u00f4ng nghi\u1ec7p s\u1ea3n xu\u1ea5t h\u00e0ng h\u00f3a, h\u1ec7 th\u1ed1ng ph\u00e2n ph\u1ed1i \u0111\u01a1n gi\u1ea3n, r\u00f5 r\u00e0ng. N\u00f3 c\u00f3 th\u1ec3 l\u00ean k\u1ebf ho\u1ea1ch v\u00e0 t\u1ea1o l\u1eadp m\u1ed9t s\u01a1 \u0111\u1ed3.<\/p>\n

– Nh\u01b0ng \u0111i\u1ec1u n\u00e0y kh\u00f4ng \u00e1p d\u1ee5ng \u0111\u01b0\u1ee3c trong ng\u00e0nh c\u00f4ng nghi\u1ec7p d\u1ecbch v\u1ee5, b\u1edfi \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a d\u1ecbch v\u1ee5 l\u00e0 mau h\u1ecfng v\u00e0 kh\u00f4ng th\u1ec3 t\u00e1ch r\u1eddi v\u00ec th\u1ebf kh\u00e1ch h\u00e0ng kh\u00f4ng th\u1ec3 l\u01b0u tr\u1eef d\u1ecbch v\u1ee5 trong kho \u0111\u1ec3 ti\u00eau d\u00f9ng sau khi t\u00e1ch bi\u1ec7t s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 ra kh\u1ecfi nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c.<\/p>\n

– B\u1edfi th\u1ebf, h\u1ec7 th\u1ed1ng cung c\u1ea5p d\u1ecbch v\u1ee5 tr\u1edf n\u00ean \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng. M\u1eb7c d\u00f9 kh\u00e1ch h\u00e0ng s\u1ebd chi tr\u1ea3 cho gi\u00e1 tr\u1ecb l\u00f5i c\u1ee7a d\u1ecbch v\u1ee5 nh\u01b0ng h\u1ecd c\u0169ng x\u00e2u chu\u1ed7i t\u1ed5ng gi\u00e1 tr\u1ecb v\u1edbi h\u1ec7 th\u1ed1ng ph\u00e2n ph\u1ed1i. C\u00e1c h\u1ec7 th\u1ed1ng cung \u1ee9ng d\u1ecbch v\u1ee5 c\u00e0ng thu\u1eadn ti\u1ec7n th\u00ec s\u1ebd c\u00e0ng t\u1ed1t trong vi\u1ec7c mang l\u1ea1i nh\u1eadn th\u1ee9c v\u1ec1 gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng.<\/p>\n

Qu\u1ea3n l\u00ed<\/span> kho\u1ea3nh kh\u1eafc ra quy\u1ebft \u0111\u1ecbnh c\u1ee7a kh\u00e1ch h\u00e0ng (Moment of Truth Management)<\/b><\/p>\n

– Moment of Truth<\/i> l\u00e0 m\u1ed9t kho\u1ea3nh kh\u1eafc m\u00e0 t\u1ea1i \u0111\u00f3 nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 g\u1eb7p g\u1ee1 \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

– Kho\u1ea3nh kh\u1eafc n\u00e0y c\u00f3 th\u1ec3 \u0111\u1ec3 l\u1ea1i \u1ea5n t\u01b0\u1ee3ng t\u00edch c\u1ef1c ho\u1eb7c ti\u00eau c\u1ef1c l\u00ean t\u00e2m tr\u00ed c\u1ee7a kh\u00e1ch h\u00e0ng. Kho\u1ea3nh kh\u1eafc n\u00e0y c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng ho\u1eb7c ph\u00e1 h\u1ee7y ni\u1ec1m tin t\u01b0\u1edfng v\u00e0o d\u1ecbch v\u1ee5 trong t\u00e2m tr\u00ed kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 c\u1ea3 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.<\/p>\n

– Tr\u00ean th\u1ef1c t\u1ebf kho\u1ea3nh kh\u1eafc n\u00e0y \u0111\u1ec3 l\u1ea1i d\u1ea5u \u1ea5n s\u00e2u \u0111\u1eadm trong t\u00e2m tr\u00ed c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 c\u1ea7n ph\u1ea3i ch\u1eafc ch\u1eafn r\u1eb1ng d\u1ea5u \u1ea5n \u0111\u00f3 l\u00e0 t\u1ed1t \u0111\u1eb9p. Kh\u00e1ch h\u00e0ng s\u1ebd lu\u00f4n ghi nh\u1edb nh\u1eefng d\u1ea5u \u1ea5n n\u00e0y trong m\u1ed9t th\u1eddi gian d\u00e0i sau \u0111\u00f3 v\u00e0 th\u1eadm ch\u00ed c\u00f3 th\u1ec3 su\u1ed1t qu\u00e3ng \u0111\u1eddi c\u00f2n l\u1ea1i c\u1ee7a h\u1ecd n\u1ebfu \u0111\u00f3 l\u00e0 \u1ea5n t\u01b0\u1ee3ng v\u1ec1 s\u1ef1 th\u1ea5t v\u1ecdng.<\/p>\n

Qu\u1ea3n <\/b>l\u00ed<\/span> s\u1ef1 c\u1ea1nh tranh (Service Competition Management)<\/b>: lu\u00f4n xem x\u00e9t ho\u1ea1t \u0111\u1ed9ng c\u1ee7a c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/p>\n

C\u00e1c ho\u1ea1t \u0111\u1ed9ng, thu\u1ed9c t\u00ednh b\u1ed5 tr\u1ee3<\/font><\/h3>\n

Qu\u1ea3n l\u00ed<\/span> ngu\u1ed3n nh\u00e2n l\u1ef1c (People \u2013 HRM)<\/p>\n

Minh ch\u1ee9ng h\u1eefu h\u00ecnh (Physical Aspects)<\/p>\n

Th\u00f4ng tin v\u1ec1 qui tr\u00ecnh cung c\u1ea5p d\u1ecbch v\u1ee5 (Process Information)<\/p>\n

\u0110\u00fang k\u1ebf ho\u1ea1ch v\u00e0 \u0111\u00e1ng tin c\u1eady (Punctuality Reliability)<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: Qu\u1ea3n tr\u1ecb kinh doanh d\u1ecbch v\u1ee5 t\u1eeb g\u00f3c nh\u00ecn marketing, NXB Th\u00f4ng tin v\u00e0 Truy\u1ec1n th\u00f4ng)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb d\u1ecbch v\u1ee5 (ti\u1ebfng Anh: Value Chain for Services, vi\u1ebft t\u1eaft: VACSE) \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi Gi\u00e1o s\u01b0 Gabriel, gi\u1ea3ng vi\u00ean \u0111\u1ea1i h\u1ecdc Mzumbe thu\u1ed9c Tanzania.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[422],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36077"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=36077"}],"version-history":[{"count":2,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36077\/revisions"}],"predecessor-version":[{"id":68688,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36077\/revisions\/68688"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=36077"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=36077"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=36077"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}