| 基于顾客满意度的企业业务流程优化模型研究 |
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| 引用本文： | 孙东生,王凤霞. 基于顾客满意度的企业业务流程优化模型研究[J]. 商业研究, 2008, 0(4): 60-63 |
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| 作者姓名： | 孙东生 王凤霞 |
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| 作者单位： | 哈尔滨商业大学,工商管理学院,黑龙江,哈尔滨,150028 |
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| 基金项目： | 国家自然基金资助项目《基于东北地区制造业转型的技术创新与政策研究》,项目编号:70573031 |
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| 摘 要： | 顾客满意度已经成为评价企业经营绩效的重要指标。依据顾客满意度来再造企业内部的经营管理是企业界面临的迫切问题。质量功能展开,也称为质量屋,能够将顾客满意度与企业运营过程的优化系统结合,是一种有效的企业过程优化方法。以质量屋为基本原理,确定基本因素,采用分层序列法构建基于顾客满意度的业务流程优化模型,不失为一种科学有效的企业过程优化方法。
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| 关 键 词： | 顾客满意度 质量功能展开(质量屋) 业务流程优化 |
| 文章编号： | 1001-148X(2008)04-0060-04 |
| 修稿时间： | 2008-01-07 |
The Optimization Model of Enterprise Business Process Based on Customer Satisfaction |
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| SUN Dong-sheng,WANG Feng-xia. The Optimization Model of Enterprise Business Process Based on Customer Satisfaction[J]. Commercial Research, 2008, 0(4): 60-63 |
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| Authors: | SUN Dong-sheng WANG Feng-xia |
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| Abstract: | Customer satisfaction has become one of the most important measurement of enterprise performance.It is an urgent issue that enterprise should be reengineered by neans of customer satisfaction index.Quality function deployment(QFD or house of quality) can link between customer satisfaction and business process optimization.The paper sets a business process optimization model based on house of quality.Proving an valind effective optimizing method. |
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| Keywords: | customer satisfaction quality function deployment(or house of quality) business process optimization |
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