业务流程、服务管理模式和成本效益比的互动关系研究

Research on the Interaction among the Operation Flow,the Service Management Mode and the Cost-Benefit Ratio

追求投资效益最大化是包括高校图书馆在内的所有经济运行体的本能,理应成为信息服务管理工作的行动指南。当前部分高校图书馆仍然忽视对成本投入的论证和核算,其产出效益与成本投入的正相关程度太低,急需深度剖析传统业务流程,找出阻滞其实现运营效益最大化的约束因素,探索业务流程设计、服务管理模式与成本效益比的互动关系,再造业务流程,构筑低运营成本和服务失误发生概率更低的信息服务管理新体系,助推其实现成本效益比递增的指数效应。

Pursuing the maximization of the investment benefit is the instinct of all economical operation bodies includeing university libraries,which should become the action guide of the information service management. Currently, partial university libraries still neglect to demonstrate and account the cost input, and the positive related degree between output benefit and cost input is quite low, need urgently the depth analysis of the tradition operation flow, discover limiting factors of realizing the operation benefit maximization, explore the interaction among the operation flow design, the service management mode and＇the cost-benefit ratio, reconstruct the operation flow of university libraries,construct the new information service management system with low operation cost and service fault,boost its realization cost benefit to compare the increasing index effect.