关键词: 经营过程评价, 平衡计分卡, 战略影响, 客户价值

Abstract: The existing business process is evaluated by some quantitative metrics (such as time, cost, etc) in a process owner-focused way, which is neither compatible with the viewpoint of customer-focus in BPR, nor a reflection of relationship between business process & corporate strategy. Based on the philosophy of balanced scorecard, considering the strategy influence and customer value improvement, this paper develops a balanced scorecard-based business process evaluation method, and presents the idea of the approximate linearization of metrics and the concept of Ideal Balanced State Deviation Degree. At last, a case study is performed.

Key words: business process evaluation, balanced scorecard, strategy influence, customer value