基于利益相关者理论的业务过程绩效管理

Business Process Performance Management Based on Stakeholder Approach

论述了业务过程管理中纳入绩效管理的必要性 ,针对过程绩效管理研究在绩效指标获取方法和绩效测评与过程改进结合方面的不足 ,提出基于利益相关者 (Stakeholder)理论的过程绩效指标分析方法 ,结合一个实例探讨了如何对过程的利益相关者进行识别和分类、如何对其关注的内容进行分析以及如何对过程的绩效指标系统进行演绎 ;提出业务过程的指标 -活动矩阵 ,探讨其在指标分析、指标 -活动关系分析、过程监测、过程失效环节诊断和业务过程改进方面的应用。最后 。

The necessity of bringing performance management into a business process management project is argued. Aimed at the shortcomings on eliciting performance measures and on jointing the performance measurement and process improving in the previous research, a method for the elicitation of business process performance measures from the stakeholder perspectives is proposed. Through a case in a manufacturing enterprise, the methods on identifying and classifying stakeholders, on deducing the aspects that stakeholders concerned and on eliciting the process performance measures reflected stakeholders’ expectations is discussed. A performance measures- activities matrix is brought forward. Its applications in analyzing the relations among those performance measures, in analyzing the relations between performance measures and activities, in process monitoring, in process diagnosing, in process improving etc. are discussed. The further research fields regarding process performance measurement management are concluded at the end.