基于顾客需求的业务过程分析

Business process analysis based on customer requirements

应用 QFD的思想 ,建立了顾客需求 -绩效指标关系矩阵、绩效指标 -过程关系矩阵 ,以此为基础获得了顾客需求 -过程关系矩阵 ,从而建立了顾客需求与实现需求的过程的直接联系 .提出了计算待改进过程优先度的方法 ,为识别出那些主要影响顾客需求的过程、确定过程管理的方向提供了可靠的依据 .最后开展了案例研究 .

With the theory of QFD, the relationship matrix between customer requirements and performance measures, the relationship matrix between performance measures and processes are established, respectively. Based on these matrices, the relationship matrix between customer requirements and processes is identified which establihes the direct relationship between the customer requirements and the processes implementing the requirements. An algorithm to determine the priority of the processes to be improved is also proposed. The method is proven by a case study.