面向顾客需求的流程分析

Business Process Analysis Considering Customer Requirements

深入了解顾客需求已经成为企业获得竞争优势的重要前提。利用模糊集的方法来表征企业对顾客需求、竞争者能力认知的不确定。通过QFD将顾客偏好和供应链参数结合起来,最后利用流程建模和仿真的方法得到改进的参数设置,提高顾客满意度和企业竞争力。

A framework for business process analysis based on customer requirement is presented in the paper in a procedural format. The approach combines formally the internal analysis of the business processes, competence power and the external analysis of the customer expectations about their performance. The formalism used is based on system engineering and on the fuzzy set analysis of the business customer requirement. Using dynamic process modeling is to describe the business processes.