基于模糊灰色关联分析的产品服务代理商绩效评价  

The Performance Evaluation of Product Service Agent Based on Fuzzy Grey Relation Analysis

作　　者：朱永坤[1] 明新国[1] 郑茂宽[1] 

机构地区：[1]上海交通大学机械动力与工程学院,上海200240

出　　处：《价值工程》2015年第1期20-24,共5页Value Engineering

基　　金：上海市服务业引导发展资金项目

摘　　要：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。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.

关 键 词：服务绩效 模糊语言 灰色关联分析 顾客感知 

分 类 号：TH186[机械工程—机械制造及自动化]