基于服务蓝图技术的服务企业过程能力指数研究

对服务质量的控制与评价已经成为服务企业应对竞争、提高顾客满意度和忠诚度的关键。通过借鉴工业产品质量控制中过程能力指数的内涵，提出了服务企业过程能力指数的概念。利用服务蓝图技术描绘服务企业的业务流程，寻找所有内部服务接触点，确定内部服务评价的主客体关联图。在此基础上利用SERVQUAL服务质量测量标尺，设计服务流程中各环节服务质量评价的指标体系和调查问卷，得到各相关部门内部服务质量评价结果，通过专家赋权法给出各职能部门相对整体服务质量绩效的重要性权重，并对各部门的评价结果进行加权综合，从而得到服务企业过程能力指数，为评价内部服务质量、分析质量问题产生根源打下基础。最后以某市区供电公司为例，详细说明了服务企业过程能力指数的生成过程。

Study on the Process Capacity Index of Service Enterprises Based on the Service Blueprint

It has become the key point for the service enterprises to evaluate and control the service quality when they confronted with intense competition. This article mainly discusses the process capacity index for service enterprises which is commonly used in the industry production. Firstly the service blueprint is used to describe the service process, then the masters and objects for interior evaluation of service quality are discerned based on the blueprints for each procedure in the process. And then some evaluation indicators and corresponding questionnaire are designed based on the SERVQUAL model to measure the quality of each interior position. Finally, with the weights of each department given by experts, the process capacity index for the service enterprise can be given out by weighting the quality scores of each department. At the end we take a power service company as an example to illustrate the calculating steps of process capacity index for service enterprises.