面向顾客价值业务过程改进方法砰究.pdfVIP

预 测 Vol .25 ,No .1 FORECASTING 2006 年第 1 期 面 向 顾 客 价 值 的 业 务 过 程 改 进 方 法 研 究 1 1 2 1 原欣伟 , 覃正 , 蔡俊 , 伊景冰 (1 .西安交通大学管理学院,陕西西安 710049 ;2 .上海市糖业烟酒有限公司 ,上海 200001) 摘 要 :针对现有方法的缺陷 ,提出一种新的面向顾客价值的业务过程改进方法(CVO-BPI)。该方法更注重顾 客需求对业务过程的影响 ,对活动投入/产出特性进行了更全面的分析。对于能够从产品/服务属性上反映出来 的顾客需求(本文称之为价值要素) ,将其映射到特定的活动中 ,作为活动产出 ,将企业运营成本分摊到活动中作 为活动投入,通过数据包络分析(DEA)评价活动的相对有效性 ,从而确定业务过程改进方案 ;而对于目前产品/ 服务属性尚不能满足的顾客需求 ,视为潜在价值要素 ,直接指导业务过程改进。 关键词 :业务过程改进(BPI) ;顾客价值 ;数据包络分析(DEA) ;价值要素 ;潜在价值要素 F270 .7 ;F224 .5 文献标识码 A: 文章编号 :1003-5192(2006)01-0063-04 中图分类号 : Customer Value Oriented Business Process Improvement 1 1 2 1 YUAN Xin-wei ,QIN Zheng ,CAI Jun ,YI Jing-bing (1 .School of Management , Xi’an Jiaotong University , Xi’an 710049 , China ;2 .Shanghai Sugar Cigarette Wine Co . LTD , Shanghai 200001 , China) Abstract :For mending the oldmethods ,the customer value oriented business process improvement method (CVO-BPI) is put forward . The new method gives customer requirements more attention . Those value components mapped by product characters are deployed into activities as outputs . The operational costs of activities are viewed as inputs . Then ,DEAmodel is applied to analyze the relative efficiency of activities .According to the analysis results ,an im- provement plan for BPI is given . The customer requirements that cannot be met by product characters are viewed as potential value components showing the business opportunity ,which is applied to guide BPI directly . Key words :business process improvement (BPI) ;customer value ;data envelopment analysis (DEA) ;value compo-