| 谈CMMI模型中客户满意度量化管理的实现 |
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| 引用本文： | 王守选,刘健.谈CMMI模型中客户满意度量化管理的实现[J].科技和产业,2012,12(8):124-126. |
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| 作者姓名： | 王守选 刘健 |
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| 作者单位： | 1. 湖南创博龙智信息科技股份有限公司,长沙,410205
2. 阳春新钢铁有限责任公司,广东阳江,529600 |
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| 摘 要： | 在CMMI高级别评估实践中,如何把提高客户满意度、降低成本等商业目标,转化成企业管理过程中可以量化的指标,然后进一步建模对其评估分析是关键性的问题。本文根据CMMI模型特点,结合其在企业的实践经验,针对客户满意度如何在企业中实现量化管理的办法,探讨商业目标转换量化指标管理的一般工程,并提出了具体实践方法。
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| 关 键 词： | CMMI 客户满意度 量化管理 |
Discussion of Practice in CMMI Customer Satisfaction Quantitative Management |
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| WANG Shou-xuan,LIU Jian.Discussion of Practice in CMMI Customer Satisfaction Quantitative Management[J].SCIENCE TECHNOLOGY AND INDUSTRIAL,2012,12(8):124-126. |
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| Authors: | WANG Shou-xuan LIU Jian |
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| Institution: | 1.Hunan BLRISE information Technology Co.,Ltd.,Changsha 410205,China; 2.Yangchun New Iron and Steel Co.,Ltd.,Yangchun Guangdong 529600,China) |
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| Abstract: | In CMMI high level assessment and practice,how to transform such as improving customer satisfaction and reduce the cost of the business objectives,into quantifiable indicators in the organizational standard processes,and then further modeling assessment analysis is the crucial question.Based on the CMMI model characteristics,combined with the practical experience,discuss quantitative management for customer satisfaction in the enterprise,analyze the root causes leading to customer satisfaction problems,and propose specific practices. |
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| Keywords: | CMMI customer satisfaction quantitative management |
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