咨询业服务供应链绩效评价与实例分析-performance evaluation and case analysis of consulting service supply chain.docx

华 华 中 科 技 大 学 硕 士 学 位 论 文 II II Abstract With the blossom of economy, the service industry ,which is playing a more important role in the national economy，has become a research hotspot in the supply chain management. As a burgeoning and typical service industry, consulting industry has a blank in its service supply chain study. However，a sophisticated performance evaluation system in consulting industry will help the consulting enterprise to identify the status of the supply chain and offer better service to the customers, that in order to enhance the competitiveness of the enterprise supply chain. First of all, this thesis summarizes the definition and characteristics of consulting industry, and describes the current situation of consulting industry in China. It also retrospects the literature and theory of service supply chain and performance evaluation for supply chain. Secondly, based on the study of literature, this thesis builds up the service supply chain model in consulting industry. Then it sets up preliminary criteria of service supply chain which is based on the BSC theory in consulting industry. Likewise, this thesis conducts the empirical study that distributes questionnaires and uses SPSS 17.0 to analyze the results，in order to purify and select the criteria. This thesis then comes up with the final criteria of service supply chain in consulting industry. Thirdly, this thesis proposes a synthetical evaluation model for service supply chain in consulting industry, which combines with AHP method that based on triangular fuzzy number. Finally, this thesis conducts a case study on a consulting enterprise service supply chain. The study evaluates the performance of service supply chain at four aspects and analyzes the results of assessment, which not only verifies that the method is scientific and applied but also offers valuable guidance for the supply chain of the consulting enterprise. Key Words: consulting industry service supply chain performance eval