业务流程评价指标体系研究

:2003205229.:(19702),,;,(430074).E2mail:[e-mail]121(1,430074;2,430074):.,.,;,;,,;,/,,.:;;;:C93.03:A:167124512(2005)0420112203EvaluationindexsystemforbusinessprocessesLiuBiaoCaiShuqinZhengShuangyiAbstract:Thispaperproposedasetofbusinessprocessesevaluationindexsystem.Theindexsystemcon2sistsoffourmacroscopicevaluationindexes:businessprocesscost,businessprocessquality,businesspro2cesscustomersatisfaction,andbusinessprocessefficiency.Concerningbusinessprocesscostindex,itwasdoneusingactivity2basedcostingandactivity2basedcostingmanagementtheorytoanalyzeandmeasure,andbusinessprocessefficiencyindex,byusingqueuingtheorytoanalyzeandmeasure.Thepaperproposedamethodtoanalyzebusinessprocesscustomersatisfactionbasedonbackwardpositioncustomerevaluation,andsetupamodelforcalculatingbusinessprocesscustomersatisfaction.Thebusinessprocessqualityin2dex,thispaperproposedbusinessprocessqualitycoincidentcriterionbycomparingprocessqualitywithcoincidentcriterion,andbusinessprocessqualitycanbemeasurablebyquantity.Keywords:businessprocess;businessprocessreengineering(BPR);evaluate;indexsystemLiuBiaoDr.;CollegeofManagement,South2CentralUniversityforNationalities,Wuhan430074,China.,,.,[1]BPR/.BPR,,.1,,,ABC[2].a...334()Vol.33No.420054J.HuazhongUniv.ofSci.&Tech.(NatureScienceEdition)Apr.2005©1995-2005TsinghuaTongfangOpticalDiscCo.,Ltd.Allrightsreserved.,,:,,;,,;,.,==,,.b...c..,.,,.2,/.,:,.,[3].2.1a.,:,;,;,;,.b.,:,;,;,;,.2.2,..,,.3,.,,,,,,,,,,.a.(CSI).,,,,.,,.b..(CSM).,,,.,.CS,,,.S,Si=5j=1XjYij;Yij=yij/m,:Sii;j;m;Xjj;yij,i,j,i=1,2,,n,j=1,2,,5;Yij,i,j;n.3114:©1995-2005TsinghuaTongfangOpticalDiscCo.,Ltd.Allrightsreserved.c.CSI.,,,.CS,,.,Vi=5j=1KjRij500;Yij=yijm,:Vii;Kjj;yij,i,j;Rij,i,j.d...,Z=ni=1SiVi.4:/;.,,,;,,.,.,:()()()().,.,,.BPR,.,DEA.[1]HouselT,BellA,KanevskyV.Calculatingthevalueofreengineeringatpacificbell[J].PlanningReview,1994(12):4043,55[2],,.[J].(),2003,31(12):6365[3],,.[J].,2004(17):9093411()33©1995-2005TsinghuaTongfangOpticalDiscCo.,Ltd.Allrightsreserved.