基于用户满意的石油石化企业卓越经营指数  

Business Excellence Index for Petroleum and Petrochemical Enterprise through Customer Satisfaction

作　　者：张鹏[1] 关志民[2] 韩侠[1] 

机构地区：[1]西南石油大学建筑工程学院 [2]国家自然科学基金委

出　　处：《武汉大学学报（哲学社会科学版）》2010年第4期617-623,共7页Wuhan University Journal：Philosophy & Social Science

基　　金：国家社会科学基金项目(06XJY003)

摘　　要：用户满意是企业实现卓越经营的必要前提条件之一,在Kanji金字塔模型中四原则、八概念的基础上,将用户满意作为一个关键隐变量纳入到企业卓越经营模型中,设计了10个结构隐变量的卓越经营指数测评模型,以及描述模型中各相关变量之间关系的数学表达式。对61家石油钻井技术服务类、石油机械产品制造类企业进行的调查测评发现:领导层与用户满意、事实管理、以人为本管理、持续改进四个变量具有很强的相关性,用户满意与用户焦点、事实管理与过程改进、以人为本管理与人员素质、持续改进与文化改进同样具有很强的相关性。而用户焦点、过程改进、人员素质、文化改进与卓越经营之间的相关系数相对较小。Customer satisfaction was one of preconditions for realizing business excellence in enterprises. On the basis of referencing four principles and eight concepts of kanji pyramid model, Customer satisfaction will be a key factor as integrated into the enterprise business excellence model. 10 related latent variables were designed to measure enterprises, and mathematical expressions among variables in model were put forward. Through investigation and measurement to 61 drilling engineering technology service and petroleum products manufacturing enterprises, the study found： leadership had a strong causal connection with customer satisfaction, management by fact, people- based management and continuous improvement. Customer satisfaction and customer focus, management by fact and process improvement, people-based management and the quality of people, continuous improvement and culture improvement had strong causal connection. Business excellence had a relatively small causal connection with customer focus, process improvement, the quality of people and culture improvement. Influence relationship between structural latent variables was analyzed, and based on practical measurement results, principles and methods of improving measures were put forward.

关 键 词：用户满意 卓越经营指数 结构隐变量 Kanji金字塔模型 

分 类 号：F270.7[经济管理—企业管理]