价值工程
價值工程
개치공정
VALUE ENGINEERING
2015年
1期
20-23,24
,共5页
服务绩效%模糊语言%灰色关联分析%顾客感知
服務績效%模糊語言%灰色關聯分析%顧客感知
복무적효%모호어언%회색관련분석%고객감지
service performance%fuzzy language%grey relational analysis%customer perception
在充分考虑产品售后服务特性和代理商绩效管理特性的基础上，设计了服务代理商绩效评价指标体系。该指标体系由战略层、战术层和运作层构成。考虑到绩效指标的评价多为模糊评价的特点和目前服务绩效评价方法的不足，建立基于模糊语言和灰色关联分析的绩效评价方法，利用灰色关联理论计算各代理商的关联度，通过排序来确定代理商的绩效水平。实例验证表明，该方法使定性评价和定量计算相结合，能够克服评价指标多为模糊评价的缺点，并能从顾客感知的角度进行评价，提高了绩效评价的准确性和合理性，从而为服务代理商评价和选择提供了一种定量的依据。
在充分攷慮產品售後服務特性和代理商績效管理特性的基礎上，設計瞭服務代理商績效評價指標體繫。該指標體繫由戰略層、戰術層和運作層構成。攷慮到績效指標的評價多為模糊評價的特點和目前服務績效評價方法的不足，建立基于模糊語言和灰色關聯分析的績效評價方法，利用灰色關聯理論計算各代理商的關聯度，通過排序來確定代理商的績效水平。實例驗證錶明，該方法使定性評價和定量計算相結閤，能夠剋服評價指標多為模糊評價的缺點，併能從顧客感知的角度進行評價，提高瞭績效評價的準確性和閤理性，從而為服務代理商評價和選擇提供瞭一種定量的依據。
재충분고필산품수후복무특성화대리상적효관리특성적기출상，설계료복무대리상적효평개지표체계。해지표체계유전략층、전술층화운작층구성。고필도적효지표적평개다위모호평개적특점화목전복무적효평개방법적불족，건립기우모호어언화회색관련분석적적효평개방법，이용회색관련이론계산각대리상적관련도，통과배서래학정대리상적적효수평。실례험증표명，해방법사정성평개화정량계산상결합，능구극복평개지표다위모호평개적결점，병능종고객감지적각도진행평개，제고료적효평개적준학성화합이성，종이위복무대리상평개화선택제공료일충정량적의거。
Based on the full consideration of the characteristics of product after-sale service and the performance of agent management characteristics, the performance evaluation index system of service agent is designed. There are three layers in the system: strategy layer, tactics layer and operation layer. Considering the shortcomings of current service performance evaluation method, the method of performance evaluation of construction machinery service agent based on fuzzy grey relation analysis is discussed. By the grey correlation theory computing the correlation degree of the service agents, determining the level of performance of agents. The example showed that the method combines the qualitative evaluation and quantitative calculation, can overcome the disadvantage of fuzzy evaluation, and can be evaluated from the standpoint of customer perception. It improves the accuracy and rationality of performance evaluation, and provides a quantitative basis for service agents evaluation and selection at the third level.
