服务生产率的定量评价方法及其应用研究

摘要

It is difficult to measure services productivity , because the traditional labor productivity calculation method is not applica-ble . At present , based on results-oriented KPI evaluation method used by service productivity evaluation commonly , this paper select different KPI targets focus on the different assessment problem , which is no essential difference . Due to service production rates must abide by the objective laws of production and consumption of services , the paper concentrate on the value and quality of service , while decom-pose the process of consumption of services and service delivery . The purpose of this paper is to build service productivity quantitative eval-uation model based on customer and process-oriented , though case studies are to parse and validate the application of quantitative evalua-tion methods in productivity services .%服务生产率的测定存在一定的困难，传统的劳动生产率计算方法不适用。目前服务生产率评价中最常用的方法是以结果为导向的KPI评价法，虽然选取的KPI指标不同，但只是评价的侧重点不同而已，没有本质区别。服务生产率测定必须遵循服务生产和消费的客观规律，本文以服务价值和服务质量为中心，通过对服务消费过程和服务提供过程的分解，构建起基于顾客和过程导向的服务生产率定量评价模型，并以案例研究为载体解析和验证了服务生产率定量评价方法的应用问题。