面向过程控制的流程绩效评价模型及其应用

A Study on the Model and Application of Process Performance Evaluation for Process Control

流程决定客户满意度,客户满意度决定企业竞争的有效性,由此,对流程运作效能的评价成为企业竞争战略实施的基础性保障。传统的流程绩效评价存在纵横向和宏微观两大矛盾,使得"以评促改"、加强过程控制的目标难以实现。本文在对国内外流程绩效评价理论和模型进行综述的基础上,提出一套面向过程控制的流程绩效评价模型,对其实施方法进行了具体阐述,并以一家第三方物流企业的流程绩效评价过程为例,阐述了该模型的实际应用方法。

Customer satisfaction depends on processes and decides competition effectiveness. Thus, the evalua- tion of process operation performance is the basic guarantee for implementing enterprise competition strategy. There are two major contradictions in the traditional evaluation of process performance. One is between the vertical and horizontal, the other is in the macro-micro aspects. They are both making it difficult to achieve the goal of ＂assess- ing to improve＂ and strengthening process control. Based on the overview of domestic and foreign process perform- ance evaluation theories and models, the paper proposes a process performance evaluation model for process control, then addresses its implementation methods specifically. At last, we take a third-party logistics enterprise for exam- ple, to describe the practical applications of the model in its business process performance evaluation.