面向过程管理的过程绩效评价理论及支撑软件系统研究
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摘要
本文从对过程管理的理论方法及其实施应用的研究角度出发，提出并研究了过程管理集成支撑软件系统中的一个分支系统——面向过程管理的过程绩效评价系统。论文重点研究了过程绩效评价系统的体系结构、指标体系的构建、绩效数据的获取及过程绩效的综合评价和过程的改进等方面的内容，并完成了过程绩效评价系统的软件实现，以辅助和支持企业实施过程管理和对过程绩效进行评价。
第一章在分析现代企业竞争环境改变的基础上，讨论了过程管理的概念及其理论方法。分析了过程管理中的评价技术，结合国内外绩效评价的研究现状，研究了企业绩效评价对过程管理支持的局限性以及开展过程绩效评价的重要性和必要性。提出了论文的研究意义、研究目的及主要研究内容。
第二章提出并从体系结构上研究了过程绩效评价系统。讨论了绩效评价的理论框架和系统要素。分析了企业的变革趋势并指出了绩效评价的发展方向。以平衡记分卡模型和绩效多棱体模型为例分析了现有绩效评价方法的特点及其对企业实施过程管理支持的不足。在此基础上，提出了面向过程管理的过程绩效评价系统(PPMS)，对PPMS的概念、体系结构、形成步骤及其对过程管理的有效支持等进行了深入的研究和探讨。
第三章全面分析讨论了过程绩效评价指标体系的相关内容。分析并提出了过程绩效评价指标的选取原则。研究了通过定义和分解过程目标来获取指标体系的指导方法和具体的演绎步骤。提出从过程利益相关者角度出发将利益相关者所关注的内容映射为财务、客户、员工、业务过程和社会五个方面，并进行了具体的分析。讨论了过程实际绩效的数据获取和取数的成本效益分析。
第四章研究了过程绩效的综合评价和过程的改进。分析讨论了评价指标目标值的设定方法、指标权重的确定及指标的标准化处理方法，研究了过程绩效的单因素评价和综合评价。讨论了绩效评价结果的数据分析，提出建立指标-子过程／活动关系矩阵，并基于矩阵数据的分析来识别过程的改进机会。
第五章讨论了过程绩效评价系统与过程管理集成支撑软件中其他分系统的集成关系，分析设计了系统的功能模块，建立了系统的ER图，开发实现了系统的主要功能。并以华立集团尼斯科公司的订单处理过程为例，详细讨论了如何进行指标的设置、过程绩效的评价及关系矩阵的建立和分析。
第六章对全文的研究工作进行了总结，指出了主要研究成果和不足之处，并对下一步的研究工作进行了展望。
Based on the research of theory & methodology and application of process management, process management - oriented Process Performance Measurement System (PPMS) which is a subsystem of process management integrated support software system (PMIS3) is proposed and studied. The architecture of PPMS, measures system, performance data obtaining, comprehensive measurement of process performance and continuous improvement are studied and the software prototype of PPMS is realized in this paper.
In chapter one, technology of process management is discussed on the basis of analysis of competitive environment modem enterprise faced. The measurement connotation in process management is analyzed in detail. With the overview of research status of performance measurement inside and outside the country, the importance and necessity of studying PPMS is indicated. The meaning, intention, objective and the main work of this paper are presented.
Chapter two is focused on total research of PPMS. The changing trend of enterprise is discussed and the development of performance measurement is analyzed. Balanced Scorecard and Performance Prism are taken as examples to analyze the limited support on process performance. Process management - oriented PPMS is proposed. The definition, architecture, composing steps of PPMS and its support on process management are analyzed deeply.
Chapter three analyzes and discusses the measure system of PPMS totally. Choosing tenets of measures are proposed. Means of obtaining measures of PPMS by decomposing process goal and deduction steps are studied. Theory of stakeholders is discussed, mapping the attentions of process stakeholders to five aspects of performance which is finance, customer, employee, business process and society is presented and studied. Data collection of actual performance and the cost & benefit analysis are discussed finally.
Comprehensive measurement of process performance and continuous improvement are studied in chapter four. Setting target value of measures, calculating measures' weight and standardization of measure value are discussed. Single - factor and comprehensive measurement of process performance are studied. Performance Data analysis is discussed, and the measure -sub process & action relationship matrix is established and analyzed for the continuous improvement of process.
Chapter five discusses the system realization and the case analysis. The integration among the PPMS and the other subsystem of PMIS3 is studied. Functional modules, ER diagram of PPMS are analyzed and the main software prototype is realized. In the end, performance measurement of order processing process of Nisco Co. is discussed in detail including measures foundation, comprehensive measurement, matrix establishing and data analysis.
The last chapter summarizes the achievements and shortcomings of the paper, the future research work is also suggested.
第一章在分析现代企业竞争环境改变的基础上，讨论了过程管理的概念及其理论方法。分析了过程管理中的评价技术，结合国内外绩效评价的研究现状，研究了企业绩效评价对过程管理支持的局限性以及开展过程绩效评价的重要性和必要性。提出了论文的研究意义、研究目的及主要研究内容。
第二章提出并从体系结构上研究了过程绩效评价系统。讨论了绩效评价的理论框架和系统要素。分析了企业的变革趋势并指出了绩效评价的发展方向。以平衡记分卡模型和绩效多棱体模型为例分析了现有绩效评价方法的特点及其对企业实施过程管理支持的不足。在此基础上，提出了面向过程管理的过程绩效评价系统(PPMS)，对PPMS的概念、体系结构、形成步骤及其对过程管理的有效支持等进行了深入的研究和探讨。
第三章全面分析讨论了过程绩效评价指标体系的相关内容。分析并提出了过程绩效评价指标的选取原则。研究了通过定义和分解过程目标来获取指标体系的指导方法和具体的演绎步骤。提出从过程利益相关者角度出发将利益相关者所关注的内容映射为财务、客户、员工、业务过程和社会五个方面，并进行了具体的分析。讨论了过程实际绩效的数据获取和取数的成本效益分析。
第四章研究了过程绩效的综合评价和过程的改进。分析讨论了评价指标目标值的设定方法、指标权重的确定及指标的标准化处理方法，研究了过程绩效的单因素评价和综合评价。讨论了绩效评价结果的数据分析，提出建立指标-子过程／活动关系矩阵，并基于矩阵数据的分析来识别过程的改进机会。
第五章讨论了过程绩效评价系统与过程管理集成支撑软件中其他分系统的集成关系，分析设计了系统的功能模块，建立了系统的ER图，开发实现了系统的主要功能。并以华立集团尼斯科公司的订单处理过程为例，详细讨论了如何进行指标的设置、过程绩效的评价及关系矩阵的建立和分析。
第六章对全文的研究工作进行了总结，指出了主要研究成果和不足之处，并对下一步的研究工作进行了展望。
Based on the research of theory & methodology and application of process management, process management - oriented Process Performance Measurement System (PPMS) which is a subsystem of process management integrated support software system (PMIS3) is proposed and studied. The architecture of PPMS, measures system, performance data obtaining, comprehensive measurement of process performance and continuous improvement are studied and the software prototype of PPMS is realized in this paper.
In chapter one, technology of process management is discussed on the basis of analysis of competitive environment modem enterprise faced. The measurement connotation in process management is analyzed in detail. With the overview of research status of performance measurement inside and outside the country, the importance and necessity of studying PPMS is indicated. The meaning, intention, objective and the main work of this paper are presented.
Chapter two is focused on total research of PPMS. The changing trend of enterprise is discussed and the development of performance measurement is analyzed. Balanced Scorecard and Performance Prism are taken as examples to analyze the limited support on process performance. Process management - oriented PPMS is proposed. The definition, architecture, composing steps of PPMS and its support on process management are analyzed deeply.
Chapter three analyzes and discusses the measure system of PPMS totally. Choosing tenets of measures are proposed. Means of obtaining measures of PPMS by decomposing process goal and deduction steps are studied. Theory of stakeholders is discussed, mapping the attentions of process stakeholders to five aspects of performance which is finance, customer, employee, business process and society is presented and studied. Data collection of actual performance and the cost & benefit analysis are discussed finally.
Comprehensive measurement of process performance and continuous improvement are studied in chapter four. Setting target value of measures, calculating measures' weight and standardization of measure value are discussed. Single - factor and comprehensive measurement of process performance are studied. Performance Data analysis is discussed, and the measure -sub process & action relationship matrix is established and analyzed for the continuous improvement of process.
Chapter five discusses the system realization and the case analysis. The integration among the PPMS and the other subsystem of PMIS3 is studied. Functional modules, ER diagram of PPMS are analyzed and the main software prototype is realized. In the end, performance measurement of order processing process of Nisco Co. is discussed in detail including measures foundation, comprehensive measurement, matrix establishing and data analysis.
The last chapter summarizes the achievements and shortcomings of the paper, the future research work is also suggested.
引文
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【2】国家自然科学基金委员会．先进制造技术基础优先领域战略研究报告．1997
【3】仲智刚．敏捷供应链中若干关键技术问题研究．浙江大学博士学位论文．2001，4
【4】Lynch R L, Cross K F. Measure up! Yardsticks for continuous improvement. Boston: Blackwell, 1995
【5】Sink D C, Tuttle T C. Planning and measurement in your organization of the future. Norcross Georgia: Industrial Engineering and Management Press, 1989
【6】Morgantown Energy Technical Center. Performance improvement measurement methodology, http://www.metc.doe.gov/tqm.htm, 1994-05-15
【7】Thor C G. The measures of success: creating a high performance organization. Essex Junction VT: Oliver Wright Publications Inc, 1994
【8】唐任仲，O．Mejabi．过程管理技术．浙江大学学报工学版．2002第3期
【9】Mejabi,Olugbenga. The process management guidebook【M】. Simplex Systems Inc.,1997
【10】家里·阿什沃思著，李克成译．整合绩效管理：实现股东价值的有效方式．电子工业出版社．2002
【11】彼得·F·德鲁克等著，李焰，江娅译．公司绩效测评．中国人们大学出版社．1999
【12】Peter Kueng & A J W Krahn. Building a Process Performance Measurement System: some early experience. Journal of Scientific & Industrial Research
【13】Peter Kueng. Process performance measurement system: a tool to support process-based organizations【J】. Total Quality Management,2000,11 (1): 67-85
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