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针对现有方法的缺陷,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对业务过程的影响,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。
Aiming at the shortcomings of existing methods, a new business process improvement method based on customer value (CVO-BPI) is proposed. The method pays more attention to the influence of customer’s demand on the business process and conducts a more comprehensive analysis on the activity input / output characteristics. For customer needs (referred to herein as value elements) that can be reflected in product / service attributes, map them to specific activities as activity outputs, allocate business operation costs to activities as activity inputs, and data Envelope Analysis (DEA) evaluates the relative effectiveness of activities to determine business process improvement programs; and for those who can not meet the current product / service attributes, customer needs are considered as potential value elements to directly guide business process improvement.