With the advent of the digital age, the food industry is showing several development trends. First of all, consumers are paying more attention to healthy food and functional food, driving the growth of market demand. Second, the convenience food and logistics industries are developing rapidly to meet the needs of fast-paced life. Furthermore, the rise of e-commerce channels and online sales has promoted the digital transformation of the food industry. Enterprises have increased investment in informatization, focused on data management and analysis, and established a large number of business systems to support the production, supply chain management, sales and other aspects of the enterprise. However, with the continuous expansion of the scale of business systems, the problems of operation and maintenance of information systems have become increasingly prominent and need to be effectively resolved.
As a livelihood industry that is closely related to people's lives, the food industry occupies an important position in the national economy. According to the "Monthly Report on the Economic Operation of China's Food Industry" by China Business Intelligence Network, from January to December 2022, the operating income of the national food industry reached 2,254.19 billion yuan, a cumulative increase of 4.0%. With the upgrading of consumption and changes in the economic structure, the food industry is also undergoing a silent transformation.
A food company is a comprehensive food industry group integrating modern agriculture, food processing and manufacturing, and food distribution. It has a complete food industry chain. It owns many famous food brands and its products are exported overseas. With the popularization and application of information management systems in food companies, the leading food company has also stepped up efforts to promote information construction, improve the management level of the company, promote the efficiency of food work, and promote the economic development of the company. At the same time, in order to ensure the normal operation of the information management system, doing a good job in daily system operation and maintenance is an urgent problem to be solved.
| Operation and maintenance challenges in the late stage of information system construction
With the passage of time, the information system construction will gradually transition from the "implementation" stage to "online operation and maintenance", and the challenges have also shifted, from the "built" system in the implementation stage to the "useful" system in the daily operation and maintenance stage. "system.
1. Lack of a unified operation and maintenance service platform : When users encounter problems, they cannot accurately know which department or person to contact to deal with them. Can only communicate through WeChat, telephone, etc., which is inefficient and may lead to inaccurate or lost information transmission;
2. There are obstacles to information sharing and collaboration: lack of effective collaboration tools and information sharing mechanisms, different service teams cannot keep abreast of each other's progress and work conditions. The service process cannot be carried out smoothly, and the time to solve the problem is delayed;
3. Lack of knowledge accumulation and sharing: Lack of an effective knowledge management mechanism, resulting in the inability to make full use of existing knowledge and experience in the process of problem solving, increasing the time and complexity of problem solving, and failing to reuse some common Knowledge;
4. The service progress is poorly visualized and the processing is not closed-loop: it is impossible to clearly understand the progress and status of the service. Lack of tracking and feedback mechanism on the user side, resulting in problems that cannot be resolved and fed back in a timely manner, affecting user satisfaction;
5. Lack of operation and maintenance data support and analysis: operation and maintenance work information cannot be accurately recorded and analyzed, lack of data analysis and statistical data support, unable to grasp system operating status and problem trends in a timely manner, and unable to improve and optimize service processes in a timely manner;
6. Lack of operation and maintenance mechanism and norms: There is no mature IT service management specification and corresponding process system, lack of clear operation and maintenance responsibilities and processes, resulting in problem handling and decision-making processes that are not standardized and transparent, resulting in chaotic service processes and low efficiency.
| Yan Qianyun ITSM
Build a digital intelligence IT service management system and platform
01 Build an operation and maintenance mechanism, set up an operation and maintenance platform, and promote the transformation of operation and maintenance
Operation and maintenance platform + operation and maintenance system, build a long-term operation and maintenance mechanism , sort out the division of responsibilities to establish an overall operation and maintenance system, build a multi-level operation and maintenance cooperation mechanism of the group-secondary unit-third-level company, and focus on the management of operation and maintenance issues The main line, process-driven operation and maintenance management, optimizes and improves the rules and regulations of operation and maintenance management, and escorts the overall operation and maintenance quality from the system.
02 Intelligent robot, 7*24 hours uninterrupted self-service
With the help of the intelligent customer service robot of Yanqianyun platform, based on the built-in question-and-answer database, knowledge documents and operation and maintenance personnel, it provides users with 7*24 hours of uninterrupted self-service . Users can terminal) to obtain the required information and support through intelligent robots.
03 Convenient bill of lading, multi-channel, multi-way bill of lading
Yanqianyun platform provides multiple channels for users to carry out bills of lading, including but not limited to PC webpages, WeChat public accounts, WeChat applets and other portals, supports text, pictures, photos, voice, video and other ways to provide feedback on problems, and supports the issue of The reporting portal is embedded in commonly used third-party systems such as SAP and master data , and facilitates the bill of lading at the first scene where the problem occurs.
04 Knowledge reuse, building a knowledge precipitation and sharing center
The Yanqianyun platform provides a multi-level, multi-authority management knowledge management mechanism to help companies organize, summarize and summarize knowledge. The company has established a structured knowledge precipitation and sharing center based on different business systems to provide collaboration and comments. The function enables users to discuss, supplement and improve knowledge, and promotes the common construction and evolution of knowledge. It also supports the linkage between work orders and knowledge . When a work order is submitted, relevant knowledge documents can be automatically recommended, and the work order can also be transferred to knowledge with one click, so that repetitive and representative problems can be quickly settled.
05 Multi-dimensional data analysis, data-driven process optimization
Yanqianyun platform provides standard reports, custom reports, data API and other forms to facilitate data analysis, visually display the analysis results in the form of charts, reports, dashboards, etc. , and intuitively present the key indicators, trends and changes of the data , Based on the results and insights of data analysis, identify pain points in the process, making it easier for users to understand and make decisions. Targeted process optimization and improvement to improve work efficiency and quality.
As a comprehensive digital and intelligent business service platform, Yanqianyun is committed to meeting and optimizing the operation and management needs of different enterprises from the perspective of service process, efficiency and quality, assisting enterprises to solve problems efficiently, strengthening internal management capabilities of enterprises, and improving the efficiency of enterprise processes Efficiency and organization. Since the project was launched, it has helped the enterprise establish a centralized operation and maintenance model of the information system group , provide a unified IT service entrance, build an operation and maintenance management system, standardize the service management process, and improve service efficiency. It has served 10,000+ users and 500 front-line operation and maintenance personnel +, 80+ second-line operation and maintenance personnel, and 30+ third-line operation and maintenance personnel, escorting the operation and maintenance of the information system in the digital transformation of the enterprise.