Our trials providing Concierge Service based on Communication Barrier Model of Shared Service

Abstract

In despite of using shared service, it is difficult to say that office workers work in an efficient manner. We conducted ethnography research on the relationship between shared service operators and their customers. As a result, we have found that it has five communication barriers from the view of business rules, knowledge, mutual understanding, psychology and physical characteristics. And then, we tried to introduce concierge service providing advice, connection and teaching roles, and have found the effect of the lowering of psychological barriers to be hard to approach and knowledge one to ask for an undefined work. We can get the opportunities to eliminate all of communication barriers with more strengthening the mutual relationship to increase reliability.