业务过程绩效指标识别与分析

Identification and Analysis of Business Process Performance Measures

研究讨论了过程绩效指标应遵循的3条选择原则,即目标明确、系统全面和切实可行;系统地提出了过程指标识别方法,即首先从财务、客户、员工、社会和创新方面定义过程的目标,进而根据对过程目标和达到目标的方法手段的分解识别和过程绩效指标的优化,建立绩效指标体系;建立了用于分析过程绩效指标的指标一活动关系矩阵;构建了过程绩效测评支撑软件系统体系结构并开发了相应的软件系统。以上方法和技术在某制造企业订单确认过程中得到了有效应用。

Three principles in selecting business pro-cess performance measures were argued, which wereclear purpose, full coverage and feasibleness. A four-step method for the identification of process performancemeasures was proposed: stated at least one primary, high--level process goal .for each of five aspects, viz. finan-cial, customer, employee, societal and innovation; de-rived subgoals or means to achieve those primary goals,then elicited performance measures from these subgoalsand means, and finally formed a performance measures system. A 'performance measures--activities relationshipmatrix' was established to analyze the activities that im-pacted on the performance measures. Architecture ofbusiness process performance measurement support soft-ware system was designed and its corresponding softwaresystem was developed. The methodology has been effec-tively applied to the order confirming process of a manu-facturing enterprise.