业务流程评价指标体系研究

Evaluation index system for business processes

提出了一套反映业务流程综合性能的流程评价指标体系.该指标体系由四个宏观指标构成,即业务流程成本、业务流程效率、业务流程顾客满意度和业务流程质量.对于业务流程成本指标,运用作业成本法和作业成本管理理论进行分析和量化;对于业务流程效率指标,运用排队论进行分析和量化;对于业务流程顾客满意度指标,提出以流程下游顾客评价为主的评价方法,并基于这一思想建立了业务流程顾客满意度计算模型;对于业务流程质量指标,提出应主要分析流程产品/服务的“符合性”标准,通过对业务流程所提供的产品或服务与“符合性”标准的比较,量化业务流程的质量.

This paper proposed a set of business processes evaluation index system. The index system consists of four macroscopic evaluation indexes: business process cost, business process quality, business process customer satisfaction, and business process efficiency. Concerning business process cost index, it was done using activity-based costing and activity-based costing management theory to analyze and measure, and business process efficiency index, by using queuing theory to analyze and measure. The paper proposed a method to analyze business process customer satisfaction based on backward position customer evaluation, and set up a model for calculating business process customer satisfaction. The business process quality index, this paper proposed business process quality “coincident” criterion by comparing process quality with “coincident” criterion, and business process quality can be measurable by quantity.