A Study on the Supply Chain's Service Process Capability Index Based on Service Blueprinting

被引：1

作者：

Liu Wei-hua ^{[1
]}

Zhang Wei ^{[2
]}

机构：

[1] Tianjin Univ, Sch Management, Tianjin 300072, Peoples R China

[2] Univ Hong Kong, Dept Ind & Mfg Syst Engn, Hong Kong, Hong Kong, Peoples R China

来源：

2009 INTERNATIONAL CONFERENCE ON INFORMATION MANAGEMENT, INNOVATION MANAGEMENT AND INDUSTRIAL ENGINEERING, VOL 4, PROCEEDINGS | 2009年

基金：

中国国家自然科学基金;

关键词：

Service process capability index; Service supply chain; Measurement; Numerical example;

D O I：

10.1109/ICIII.2009.596

中图分类号：

TP39 [计算机的应用];

学科分类号：

081203 ; 0835 ;

摘要：

Service process capability index(SPCI) is an evaluating indicator which reflects the stability degree of service quality provided by service companies. Based on researching process capability index of manufactured products, the paper proposed measurement method of SPCI. Firstly, it used service blueprinting method to determine service connection point, then drew the host-guest relation graph of internal service quality evaluation, established the weight matrix which evaluated subjects and objects in order to generate internal SPCI. it considered customer satisfaction's impacts on measuring enterprise service quality, weighted them to get the general SPCI of service companies. At last, the measurement method of service supply chain's SPCI was proposed and specific example was given according to the two types of link model.

引用

页码：568 / +

页数：2

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