摘要
[目的/意义]构建5G环境下智慧知识服务管理能力评价体系,为机构评价其服务管理能力提供科学依据与量化测评工具,实现服务管理能力提升。[方法/过程]基于文献调研初步拟定管理能力评价指标,运用德尔菲法筛选指标并利用模糊层次分析法确定其权重,最终构建了基于过程管理维的5个一级指标及37个二级指标的评价体系;基于成熟度模型理论构建了管理能力成熟度模型,对智慧知识全过程服务的管理能力对标定级;最后,通过模型应用探析检验其可操作性和有效性并提出基于全过程服务的管理实践能力优化策略。[结果/结论]模型能够较好地测评知识机构的服务管理能力水平,为提升服务管理能力及质量增值提供了依据。
[Purpose/significance] To evaluate the organizations' service management capability and realize the improvement of service management capability and quality appreciation,the study constructed an evaluation system for the management capability of smart knowledge services in the 5G environment to provide scientific basis and quantitative measurement tools for organizations.[Method/process] Based on the literature research,the study initially formulated the evaluation indexes of management capability and applied the Delphi method to screen the indexes and the fuzzy hierarchical analysis to determine their weights,and constructed an evaluation system with 5 primary indexes and 37 secondary indexes based on the process management dimension.Finally,the study tested the operability and effectiveness of the model through the application analysis and proposed the optimization strategy of management practice capability based on whole-process service.[Result/conclusion] The model is able to better measure the level of service management capabilities of knowledge organizations,providing a basis for improving service management capabilities and adding value to quality.
出处
《情报理论与实践》
CSSCI
北大核心
2023年第12期28-35,共8页
Information Studies:Theory & Application
基金
国家社会科学基金项目“5G环境下中国智慧知识服务体系构建研究”的成果,项目编号:22BTQ017。
关键词
智慧知识服务
服务质量
服务管理能力
能力成熟度模型
smart knowledge services
service quality
service management capability
capability maturity model
