摘要
全过程造价咨询服务已经成为造价咨询企业的主要业务发展方向,是委托单位在工程建设中最大的辅助手段,从立项到工程的执行和运行甚至是工程建设竣工验收后的运营等全过程均发挥着功效,其服务的好坏直接关系到工程的整体投资效果。而目前我国工程项目造价咨询业务发展的方式还不够完善,服务品质缺少统一标准。基于此,文章以KANO模型为基础,明确了具体的评价指标与计算方式,为科学评价提供了有效工具,希望能够为提升服务质量提供基础支撑。
The whole-process cost consulting service has become the main business development direction of the cost consulting enterprise.It is the largest auxiliary means of the entrusting party in the project construction.It plays an important role in the whole process from project approval to project implementation and operation,even after the completion and acceptance of the project construction.The quality of its service is directly related to the overall investment effect of the project.However,at present,the development mode of engineering project cost consulting business in China is not perfect,and the service quality lacks unified standards.Based on this,this paper,defines specific evaluation indicators and calculation methods based on KANO model,which provides an effective tool for scientific evaluation,and hopes to provide basic support for improving service quality.
作者
马学义
MA Xueyi(Linxia Shenghe Urban Investment Engineering Management Consulting Co.,Ltd.,Linxia 731100,China)
