过程服务生产力测评框架研究

On the Process-based Framework for Measuring Service Productivity

生产力的传统定义是投入与产出之比,其测评往往仅考虑生产过程的两端。这里所暗含的假设是:企业内部生产过程是黑箱,生产力指标只与两个终端相关。如果立足于服务生产的过程特性,将观察视角从终端测评转移到过程测评,那么就可确定基于过程的服务生产力测评框架以及基本路径。

The traditional definition of productivity is the ratio of output to input. This concept just considers two terminals of the production, and implies that the production in an enterprise is a black - box and the productivity indicator is just related to the two terminals. The authors divert the perspective of productivity from terminal measurement to process measurement, and provide a framework for and the essential paths to service productivity measurement based on process. This paper belongs to the research project funded by the national natural science foundation（70472053）.