| 面向顾客价值的业务过程改进方法研究 |
| |
| 引用本文： | 原欣伟,覃正,蔡俊,伊景冰.面向顾客价值的业务过程改进方法研究[J].预测,2006,25(1):63-66. |
| |
| 作者姓名： | 原欣伟 覃正 蔡俊 伊景冰 |
| |
| 作者单位： | 1. 西安交通大学,管理学院,陕西,西安,710049
2. 上海市糖业烟酒有限公司,上海,200001 |
| |
| 摘 要： | 针时现有方法的缺陷。提出一种新的面向顾客价值的业务过程改进方法（CVO-BPI）。该方法更注重顾客需求时业务过程的影响。对活动投入／产出特性进行了更全面的分析。对于能够从产品／服务属性上反映出来的顾客需求（本文称之为价值要素），将其映射到特定的活动中，作为活动产出，将企业运营成本分摊到活动中作为活动投入。通过数据包络分析（DEA）评价活动的相对有效性，从而确定业务过程改进方案；而对于目前产品／服务属性尚不能满足的顾客需求，视为潜在价值要素，直接指导业务过程改进。
|
| 关 键 词： | 业务过程改进(BPI) 顾客价值 数据包络分析(DEA) 价值要素 潜在价值要素 |
| 文章编号： | 1003-5192（2006）01-0063-04 |
| 收稿时间： | 2005-01-08 |
| 修稿时间： | 2005-01-08 |
Customer Value Oriented Business Process Improvement |
| |
| YUAN Xin-wei,QIN Zheng,CAI Jun,YI Jing-bing.Customer Value Oriented Business Process Improvement[J].Forecasting,2006,25(1):63-66. |
| |
| Authors: | YUAN Xin-wei QIN Zheng CAI Jun YI Jing-bing |
| |
| Abstract: | For mending the old methods,the customer value oriented business process improvement method(CVO-BPI) is put forward.The new method gives customer requirements more attention.Those value components mapped by product characters are deployed into activities as outputs.The operational costs of activities are viewed as inputs.Then,DEA model is applied to analyze the relative efficiency of activities.According to the analysis results,an improvement plan for BPI is given.The customer requirements that cannot be met by product characters are viewed as potential value components showing the business opportunity,which is applied to guide BPI directly. |
| |
| Keywords: | business process improvement(BPI) customer value data envelopment analysis(DEA) value components potential value components |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
