{"id":797596,"date":"2022-10-27T11:00:04","date_gmt":"2022-10-27T18:00:04","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/hizmet-plani-nedir-ve-neden-onemlidir\/"},"modified":"2022-10-27T11:00:04","modified_gmt":"2022-10-27T11:00:04","slug":"hizmet-plani-nedir-ve-neden-onemlidir","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/hizmet-plani-nedir-ve-neden-onemlidir\/","title":{"rendered":"Hizmet Plan\u0131: Nedir ve Neden \u00d6nemlidir?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Bir m\u00fc\u015fteriye hizmet sunarken, neyin daha iyi yap\u0131labilece\u011fini veya nerelerin d\u00fczeltilmesi gerekti\u011fini anlamak zor olabilir. Hizmet plan\u0131, hizmetleri tasarlarken ve geli\u015ftirirken kar\u015f\u0131la\u015f\u0131lan bir\u00e7ok sorunla ba\u015fa \u00e7\u0131kman\u0131n yararl\u0131 bir yolu haline gelmi\u015ftir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hizmet plan\u0131 de\u011ferlidir \u00e7\u00fcnk\u00fc hizmetler, i\u015fbirli\u011fi yapabilen veya yapamayan bir\u00e7ok insan\u0131 ve teknolojiyi i\u00e7eren \u00e7ok katmanl\u0131, karma\u015f\u0131k s\u00fcre\u00e7lerdir. Bu diyagram\u0131n ama\u00e7lar\u0131ndan biri, hizmet sunumuna y\u00f6nelik bir plan geli\u015ftirmek i\u00e7in bir k\u0131lavuz g\u00f6revi g\u00f6rmektir.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hizmet plan\u0131 ve \u00f6nemi hakk\u0131nda daha fazla bilgi edinmek i\u00e7in okumaya devam edin.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Hizmet plan\u0131 nedir?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Bir hizmet plan\u0131, \u00f6zellikle <a href=\"https:\/\/www.questionpro.com\/blog\/customer-touchpoints\/\">m\u00fc\u015fteri yolculu\u011fu temas noktalar\u0131na<\/a> ba\u011fl\u0131 \u00e7e\u015fitli hizmet unsurlar\u0131 aras\u0131ndaki ba\u011flant\u0131lar\u0131 g\u00f6steren bir diyagramd\u0131r. Hizmet y\u00f6neticilerinin ve geli\u015ftiricilerin hizmet sunum s\u00fcrecini m\u00fc\u015fterilerin bak\u0131\u015f a\u00e7\u0131s\u0131ndan anlamalar\u0131na yard\u0131mc\u0131 olur.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hizmet geli\u015ftirmenin tasar\u0131m a\u015famas\u0131nda bir hizmeti m\u00fc\u015fteri temaslar\u0131, fiziksel kan\u0131tlar vb. gibi mant\u0131ksal bile\u015fenlere ay\u0131rmak i\u00e7in kullan\u0131l\u0131r. Hizmet s\u00fcrecinin derinlemesine incelenmesi bu arac\u0131n bir di\u011fer i\u015flevidir.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Hizmet plan\u0131n\u0131n temel unsurlar\u0131<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Hizmet plan\u0131n\u0131n ana bile\u015fenleri sahne \u00fcst\u00fc ve sahne arkas\u0131 i\u015fg\u00fcc\u00fc eylemlerini temsil eder. Nas\u0131l g\u00f6r\u00fcnd\u00fc\u011f\u00fcne veya ne kadar\u0131n\u0131 kapsad\u0131\u011f\u0131na bak\u0131lmaks\u0131z\u0131n, her hizmet plan\u0131n\u0131n baz\u0131 temel par\u00e7alar\u0131 vard\u0131r:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>M\u00fc\u015fteri eylemleri:<\/b><span style=\"font-weight: 400;\">  Bu unsur, hizmet plan\u0131n\u0131n geli\u015ftirilmesi a\u00e7\u0131s\u0131ndan \u00e7ok \u00f6nemli oldu\u011fu i\u00e7in haritan\u0131n en \u00fcst\u00fcnde g\u00f6sterilmektedir. Bir t\u00fcketicinin bir hizmeti de\u011ferlendirirken, sat\u0131n al\u0131rken veya kullan\u0131rken att\u0131\u011f\u0131 ad\u0131mlar, faaliyetler, kararlar ve etkile\u015fimler bu kapsama dahildir.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Fiziksel Kan\u0131t:<\/b><span style=\"font-weight: 400;\">  Hizmetin ger\u00e7ek kan\u0131t\u0131 anlam\u0131na gelir ve diyagram\u0131n en \u00fcst\u00fcnde yer al\u0131r. Bilgiler genellikle her temas noktas\u0131n\u0131n \u00fczerinde a\u00e7\u0131k\u00e7a g\u00f6sterilir.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>\u00d6n Cephe \/ G\u00f6r\u00fcn\u00fcr \u00c7al\u0131\u015fan Temas\u0131:<\/b><span style=\"font-weight: 400;\"> Bu eylemler, m\u00fc\u015fterilerle do\u011frudan etkile\u015fim kuran \u00f6n cephe \u00e7al\u0131\u015fanlar\u0131n\u0131n ger\u00e7ekle\u015ftirdi\u011fi eylemleri i\u00e7erir.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Sahne Arkas\u0131 \/ G\u00f6r\u00fcnmez \u00c7al\u0131\u015fan Eylemleri:<\/b><span style=\"font-weight: 400;\">  \u0130rtibat \u00e7al\u0131\u015fanlar\u0131 taraf\u0131ndan yap\u0131lan i\u015flemler m\u00fc\u015fteri taraf\u0131ndan g\u00f6r\u00fclemez. G\u00f6r\u00fcnt\u00fclenmeyen t\u00fcm m\u00fc\u015fteri ileti\u015fim \u00e7abalar\u0131, telefon g\u00f6r\u00fc\u015fmelerini ve \u00f6n cepheye yard\u0131mc\u0131 olan di\u011fer eylemleri i\u00e7erir.<\/span><\/li>\n<li aria-level=\"1\"><b>Destek s\u00fcre\u00e7leri:<\/b><span style=\"font-weight: 400;\">  Bu, hizmeti sunan irtibat \u00e7al\u0131\u015fanlar\u0131na yard\u0131mc\u0131 olmak i\u00e7in \u00e7al\u0131\u015fanlarla irtibat kurmayan ki\u015filer taraf\u0131ndan y\u00fcr\u00fct\u00fclen t\u00fcm i\u015flemleri, etkile\u015fimleri ve dahili hizmetleri kapsar. T\u00fcketicilerin g\u00f6r\u00fc\u015f\u00fcnden gizlenirler.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">A\u015fa\u011f\u0131da, bir hizmet plan\u0131na ekleyebilece\u011finiz baz\u0131 iste\u011fe ba\u011fl\u0131 \u00f6\u011feler yer almaktad\u0131r:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Zaman: <\/b><span style=\"font-weight: 400;\">Zaman\u0131n \u00e7ok \u00f6nemli oldu\u011fu bir hizmet sunuyorsan\u0131z, s\u00fcrecin her a\u015famas\u0131n\u0131n ne kadar s\u00fcrece\u011fini tahmin etti\u011finizi g\u00f6stermek i\u00e7in bir zaman \u00e7izelgesi kullanabilirsiniz.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Duygular:<\/b><span style=\"font-weight: 400;\"> Bir m\u00fc\u015fteri yolculu\u011fu haritas\u0131n\u0131n her ad\u0131mda m\u00fc\u015fterilerin duygular\u0131n\u0131 g\u00f6stermesine benzer \u015fekilde, her hizmet sunumu a\u015famas\u0131nda \u00e7al\u0131\u015fanlar\u0131n duygular\u0131n\u0131 vurgulayabilirsiniz.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Metrikler: <\/b><span style=\"font-weight: 400;\">Hedeflerinize do\u011fru ilerlemenizi izlemek i\u00e7in hizmet plan\u0131n\u0131za ba\u015far\u0131 \u00f6l\u00e7\u00fctleri ekleyebilirsiniz.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">Bir hizmet plan\u0131 nas\u0131l anla\u015f\u0131l\u0131r?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Bir plan hizmetini anlamak i\u00e7in birden fazla yakla\u015f\u0131m vard\u0131r. Bu y\u00f6ntemi nas\u0131l anlayaca\u011f\u0131n\u0131z\u0131 \u00f6\u011frenmek i\u00e7in okumaya devam edin:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">M\u00fc\u015fterinin deneyimini anlamak i\u00e7in<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">M\u00fc\u015fteri eylem kategorisini takip ederken hizmet plan\u0131n\u0131 soldan sa\u011fa do\u011fru okuyun. M\u00fc\u015fterilerin geri bildirimlerini, nereye ula\u015ft\u0131klar\u0131na, kararlar\u0131na, hizmetin geli\u015ftirilmesine ne kadar dahil olduklar\u0131na ve hizmetin fiziksel kan\u0131tlar\u0131na onlar\u0131n bak\u0131\u015f a\u00e7\u0131s\u0131ndan odaklanarak anlayabilirsiniz.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">\u0130rtibat \u00e7al\u0131\u015fanlar\u0131n\u0131n i\u015flevinin anla\u015f\u0131lmas\u0131<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Diyagram\u0131 yatay olarak inceleyin, g\u00f6r\u00fc\u015f hatt\u0131n\u0131n hemen \u00fcst\u00fcnde ve alt\u0131nda ger\u00e7ekle\u015fen eylemlere \u00f6zellikle dikkat edin. Burada s\u00fcrecin ne kadar etkili ve verimli oldu\u011funu, m\u00fc\u015fteriyle kimin ve ne s\u0131kl\u0131kla etkile\u015fime girdi\u011fini ve bir m\u00fc\u015fteriyle bir veya birden fazla ki\u015finin ilgilenip ilgilenmedi\u011fini g\u00f6rebilirsiniz.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><span style=\"font-weight: 400;\">Hizmet unsurlar\u0131n\u0131n nas\u0131l b\u00fct\u00fcnle\u015fti\u011fini anlamak<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Burada, plan\u0131n dikey bir analizini yapmal\u0131s\u0131n\u0131z. M\u00fc\u015fteri hizmetleri i\u00e7in hangi ki\u015filerin ve g\u00f6revlerin \u00e7ok \u00f6nemli oldu\u011funu belirlemenize yard\u0131mc\u0131 olacakt\u0131r. M\u00fc\u015fteri kar\u015f\u0131la\u015fma noktalar\u0131n\u0131, destekleyici eylemleri ve \u00e7al\u0131\u015fanlar\u0131n <a href=\"https:\/\/www.questionpro.com\/blog\/workflow-efficiency\/\">verimli i\u015f ak\u0131\u015f\u0131n\u0131<\/a> destekleyen sahne arkas\u0131 eylemlerine odaklan\u0131n.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Bir hizmet plan\u0131 neden \u00f6nemlidir?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Hizmet plan\u0131, bir kurulu\u015fun hizmetlerini, kaynaklar\u0131n\u0131 ve s\u00fcre\u00e7lerini daha iyi anlayabilir. Bir hizmet plan\u0131n\u0131n \u00f6nemli olmas\u0131n\u0131n birka\u00e7 nedeni vard\u0131r.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Bir hizmet plan\u0131, s\u00fcrecin mant\u0131ksal ak\u0131\u015f\u0131n\u0131n de\u011ferlendirilmesine yard\u0131mc\u0131 olur; bu da s\u00fcre\u00e7teki hatalar\u0131n veya barikatlar\u0131n tespit edilmesine ve s\u00fcrecin ne kadar verimli ve etkili oldu\u011funun de\u011ferlendirilmesine yard\u0131mc\u0131 olur.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">M\u00fc\u015fterilerin neye ihtiya\u00e7 duyduklar\u0131n\u0131, ne istediklerini ve bir hizmet \u00e7al\u0131\u015fmad\u0131\u011f\u0131nda nas\u0131l hissettiklerini anlamaya yard\u0131mc\u0131 olur.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Kaynak yo\u011fun, kaynak israf\u0131na neden olan, zaman alan ve m\u00fc\u015fteriye zarar veren m\u00fc\u015fteriye y\u00f6nelik eylemleri belirlemek ve kald\u0131rmak i\u00e7in kullan\u0131labilir.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Hizmet sunum sistemini iyile\u015ftirmenin yollar\u0131n\u0131 bulmaya ve hizmet sunman\u0131n ne kadara mal oldu\u011funu belirlemeye yard\u0131mc\u0131 olur.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ayr\u0131ca kurulu\u015funuzdaki \u00f6n ve arka sahne faaliyetlerini koordine etmek ve \u00e7apraz fonksiyonel etkile\u015fimleri anlamak i\u00e7in de kullan\u0131labilir.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">Sonu\u00e7<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Servis planlar\u0131 servis prosed\u00fcrlerini detayland\u0131r\u0131r. Her bir ad\u0131m\u0131 ve rol\u00fc haritaland\u0131rarak yeni bir hizmet sunum sistemi olu\u015fturmay\u0131 veya mevcut bir sistemi iyile\u015ftirmeyi basitle\u015ftirir. Bu k\u0131lavuz, i\u015fletmeniz i\u00e7in de\u011ferini a\u00e7\u0131klamaktad\u0131r.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bir hizmet plan\u0131, operasyonel hedeflere ula\u015fmak i\u00e7in net bir yol haritas\u0131 geli\u015ftirir. \u00c7apraz i\u015flevselli\u011fi, \u015firketin m\u00fc\u015fteriler, \u00e7al\u0131\u015fanlar ve y\u00f6netim aras\u0131ndaki ileti\u015fimini geli\u015ftirir. \u015eirketlerin m\u00fc\u015fterilerini anlamalar\u0131na ve gereksinimlerine uyum sa\u011flamalar\u0131na yard\u0131mc\u0131 olurken, hizmet sunumunu basit ve gereksiz tutar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.questionpro.com\/cx\/why\/5-pillars.html\">M\u00fc\u015fteri deneyimi<\/a> verileri, QuestionPro CX arac\u0131l\u0131\u011f\u0131yla ger\u00e7ek zamanl\u0131 olarak kullan\u0131ma sunulur. Bir anket doldurarak m\u00fc\u015fteri hizmetlerinizle ilgili her ayr\u0131nt\u0131y\u0131 \u00f6\u011frenebilirsiniz.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">CX y\u00f6netim arac\u0131m\u0131z\u0131 kullanarak m\u00fc\u015fteri deneyimini t\u00fcm a\u00e7\u0131lardan g\u00f6r\u00fcnt\u00fcleyebilirsiniz. Zay\u0131f y\u00f6nlerinizi belirleyebilir ve hizmet plan\u0131n\u0131z\u0131 gerekti\u011fi gibi ayarlayabilirsiniz.  <\/span><\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button><br \/>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <button>\u00dcCRETS\u0130Z DENEME<\/button><br \/>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Bir m\u00fc\u015fteriye hizmet sunarken, neyin daha iyi yap\u0131labilece\u011fini veya nerelerin d\u00fczeltilmesi gerekti\u011fini anlamak zor olabilir. Hizmet plan\u0131, hizmetleri tasarlarken ve [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":720177,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1192,1187],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Hizmet Plan\u0131: Nedir ve Neden \u00d6nemlidir? | QuestionPro<\/title>\n<meta name=\"description\" content=\"Hizmet plan\u0131, y\u00f6neticilerin \u015firketin hizmetini g\u00f6rmesine yard\u0131mc\u0131 olan bir haritad\u0131r. \u015eirketlerin hizmetleri, kaynaklar\u0131 ve s\u00fcre\u00e7leri anlamas\u0131na yard\u0131mc\u0131 olur.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/tr\/hizmet-plani-nedir-ve-neden-onemlidir\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hizmet Plan\u0131: Nedir ve Neden \u00d6nemlidir? 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