CAJ | 학술논문

在CMMI高级别评估实践中,如何把提高客户满意度、降低成本等商业目标,转化成企业管理过程中可以量化的指标,然后进一步建模对其评估分析是关键性的问题。本文根据CMMI模型特点,结合其在企业的实践经验,针对客户满意度如何在企业中实现量化管理的办法,探讨商业目标转换量化指标管理的一般工程,并提出了具体实践方法。
재CMMI고급별평고실천중,여하파제고객호만의도、강저성본등상업목표,전화성기업관리과정중가이양화적지표,연후진일보건모대기평고분석시관건성적문제。본문근거CMMI모형특점,결합기재기업적실천경험,침대객호만의도여하재기업중실현양화관리적판법,탐토상업목표전환양화지표관리적일반공정,병제출료구체실천방법。
In CMMI high level assessment and practice,how to transform such as improving customer satisfaction and reduce the cost of the business objectives,into quantifiable indicators in the organizational standard processes,and then further modeling assessment analysis is the crucial question.Based on the CMMI model characteristics,combined with the practical experience,discuss quantitative management for customer satisfaction in the enterprise,analyze the root causes leading to customer satisfaction problems,and propose specific practices.