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首页> 外文期刊>International journal of learning and intellectual capital >Understanding The Value Of Process Capital: A Multiple Case Study On Crm Processes
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Understanding The Value Of Process Capital: A Multiple Case Study On Crm Processes

机译：理解过程资本的价值：关于CRM过程的多案例研究

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摘要

This study examined possible ways of measuring process capital and proposed proper ways of reflecting the value of process capital. Using a system model, three methods of measuring organisational processes were identified: (1) measuring the investment in processes, (2) measuring the results of processes and (3) measuring the management capability of the processes. Examining five selected cases from Taiwan's financial industry, this study applied the Resource-Based View (RBV) with the concept of dynamic capability to enhance the third method, and tested the three kinds of process capital measurements on Customer Relationship Management (CRM) processes. The findings revealed that the management capability of aligning organisational resources with the CRM processes seems to have the strongest correlation with a firm's competitiveness and the maintenance of sustained customer relationships, suggesting that it should be considered an important indicator of process capital.
机译：这项研究探讨了测量过程资本的可能方法，并提出了反映过程资本价值的适当方法。使用系统模型，确定了三种测量组织过程的方法：（1）测量过程的投资；（2）测量过程的结果；（3）测量过程的管理能力。本研究从台湾金融业中选择的五个案例中，运用基于资源的视图（RBV）和动态功能的概念来增强第三种方法，并测试了客户关系管理（CRM）流程中的三种流程资本度量。调查结果表明，使组织资源与CRM流程保持一致的管理能力似乎与企业竞争力和维持持续的客户关系最密切相关，这建议应将其视为流程资本的重要指标。

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