商業(yè)流程績(jī)效指針的分類系統(tǒng)PPT課件

1、商業(yè)流程的分類系統(tǒng)1核心流程的屬性具有策略的重要性能創(chuàng)造競(jìng)爭(zhēng)優(yōu)勢(shì)對(duì)客戶產(chǎn)生直接的衝擊營(yíng)運(yùn)的核心流程支援的驅(qū)動(dòng)流程跨越職能部門的藩籬2流程分類策略重要性核心流程管理流程矯正流程明顯不明顯執(zhí)行的次數(shù)多少驅(qū)動(dòng)流程對(duì)客戶的衝擊程度高低3核心流程管理與驅(qū)動(dòng)流程暸解市場(chǎng)與客戶建立願(yuàn)景與策略設(shè)計(jì)產(chǎn)品與服務(wù)行銷與銷售製造產(chǎn)品與提供服務(wù)收款與售後服務(wù)人力資源發(fā)展與管理資訊管理財(cái)務(wù)與資產(chǎn)管理環(huán)境管理公關(guān)管理持續(xù)改善與變革管理策略管理與公司治理4瞭解市場(chǎng)與客戶確認(rèn)客戶需求與冀求1.1 進(jìn)行質(zhì)化評(píng)鑑1.1.1 進(jìn)行客戶訪談1.1.2 進(jìn)行焦點(diǎn)團(tuán)體訪談1.2 進(jìn)行量化評(píng)鑑1.2.1 進(jìn)行客戶訪查1.3 預(yù)測(cè)客戶購(gòu)買行為

2、衡量客戶滿意2.1 監(jiān)測(cè)產(chǎn)品與服務(wù)滿意度2.2 監(jiān)測(cè)抱怨對(duì)策的滿意度2.3 監(jiān)測(cè)溝通的滿意度監(jiān)測(cè)市場(chǎng)與客戶期望的改變3.1 確認(rèn)產(chǎn)品與服務(wù)的弱點(diǎn)3.2 確認(rèn)滿足客戶需求的創(chuàng)新項(xiàng)目3.3 確認(rèn)客戶對(duì)競(jìng)爭(zhēng)產(chǎn)品與服務(wù)的反應(yīng)5建立願(yuàn)景與策略監(jiān)測(cè)企業(yè)外環(huán)境1.1 分析與了解競(jìng)爭(zhēng)1.2 辨明經(jīng)濟(jì)趨勢(shì)1.3 暸解政治與管制事項(xiàng)1.4 評(píng)估創(chuàng)新科技1.5 了解人口資料1.6 了解社會(huì)與文化變遷1.7 了解生態(tài)關(guān)切定義企業(yè)概念與組織策略2.1 選擇相關(guān)市場(chǎng)2.2 建立願(yuàn)景與任務(wù)2.3 建立事業(yè)策略設(shè)計(jì)組織結(jié)構(gòu)及其組織單位彼此的關(guān)係樹立企業(yè)目標(biāo)6設(shè)計(jì)產(chǎn)品與服務(wù)轉(zhuǎn)換客戶需求與冀求為產(chǎn)品與服務(wù)機(jī)能建立產(chǎn)品與服務(wù)之壽命

3、周期計(jì)畫發(fā)展產(chǎn)品與服務(wù)概念與計(jì)畫產(chǎn)品原型之設(shè)計(jì)與評(píng)估量產(chǎn)準(zhǔn)備監(jiān)測(cè)產(chǎn)品與服務(wù)績(jī)效與修正市場(chǎng)測(cè)試實(shí)施新產(chǎn)品工程技術(shù)產(chǎn)品/服務(wù)管理7行銷與銷售對(duì)選定之市場(chǎng)區(qū)隔實(shí)施產(chǎn)品/服務(wù)行銷1.1 發(fā)展廣告策略1.2 預(yù)估廣告策略所需資金與資源1.3 確認(rèn)目標(biāo)客戶與其需求1.4 銷售預(yù)測(cè)1.5 銷售活動(dòng)1.6 報(bào)價(jià)1.7 談判活動(dòng)處理客戶訂單2.1 接受客戶訂單2.2 輸入訂單8製造產(chǎn)品與提供服務(wù)製造產(chǎn)品/提供服務(wù)所需資源計(jì)畫1.1 生產(chǎn)設(shè)備準(zhǔn)備1.2 人員招募1.3 採(cǎi)購(gòu)原物料/部件製造產(chǎn)品發(fā)展人力資源技能運(yùn)送產(chǎn)品/提供服務(wù)活動(dòng)管理流程5.1 監(jiān)測(cè)訂單狀況5.2 庫(kù)存管理5.3 品質(zhì)保證5.4 生產(chǎn)設(shè)備維護(hù)保養(yǎng)

4、5.5 環(huán)境保護(hù)5.6 持續(xù)改善活動(dòng)5.7 員工教育訓(xùn)練9收款與售後服務(wù)請(qǐng)款活動(dòng)1.1 客戶請(qǐng)款資料建立與維護(hù)1.2 呈送發(fā)票售後服務(wù)2.1 提供到府服務(wù)2.2 處理產(chǎn)品保證與退回處理2.3 提供後續(xù)服務(wù)回應(yīng)客戶詢問(wèn)3.1 回應(yīng)提供相關(guān)資訊的請(qǐng)求3.2 處理客戶訴怨10人力資源發(fā)展與管理發(fā)展人力資源策略員工參與員工教育訓(xùn)練獎(jiǎng)勵(lì)與表?yè)P(yáng)維持員工福利與士氣工作輪調(diào)制度與雙梯晉升制度 招募、遴選與任用 職位評(píng)價(jià) 績(jī)效考核制度 離職管理 人力資源管理的風(fēng)險(xiǎn)管理勞資關(guān)係與勞工法令 11資訊管理資訊系統(tǒng)管理評(píng)估與稽核資訊品質(zhì)12財(cái)務(wù)與資產(chǎn)管理管理財(cái)務(wù)資源1.1 預(yù)算制度1.2 管理資源重置1.3 設(shè)計(jì)資產(chǎn)結(jié)

5、構(gòu)1.4 管理現(xiàn)金流量處理財(cái)務(wù)與會(huì)計(jì)交易2.1 處理應(yīng)付帳款2.2 處理薪資2.3 處理應(yīng)收帳款2.4 結(jié)帳財(cái)務(wù)報(bào)告3.1 提供外部財(cái)務(wù)報(bào)表3.2 提供內(nèi)部財(cái)務(wù)管理報(bào)表進(jìn)行內(nèi)部稽核稅務(wù)資產(chǎn)管理13環(huán)境管理建立環(huán)境管理策略符合法令規(guī)章員工教育訓(xùn)練執(zhí)行污染防治環(huán)境復(fù)健能源節(jié)約政府與公共關(guān)係管理環(huán)境資訊系統(tǒng)監(jiān)測(cè)環(huán)境管理計(jì)畫14公關(guān)管理股東公關(guān)管理政府機(jī)構(gòu)公關(guān)管理債權(quán)人公關(guān)管理建立公關(guān)計(jì)畫董事會(huì)公關(guān)管理社區(qū)公關(guān)管理處理法令與道德規(guī)範(fàn)事宜15持續(xù)改善與變革管理衡量整體組織績(jī)效執(zhí)行品質(zhì)評(píng)鑑績(jī)效標(biāo)竿研究進(jìn)行流程改善變革管理執(zhí)行全面品質(zhì)管理執(zhí)行六標(biāo)準(zhǔn)差策略改善活動(dòng)16流程績(jī)效指標(biāo)的分類系統(tǒng)17績(jī)效指標(biāo)的分類

6、(非財(cái)務(wù)類)企業(yè)發(fā)展客戶滿意客戶服務(wù)員工發(fā)展員工滿意工程設(shè)計(jì)環(huán)境衝擊彈性創(chuàng)新與產(chǎn)品開發(fā)供應(yīng)商績(jī)效存貨維護(hù)保養(yǎng)市場(chǎng)佔(zhàn)有組織發(fā)展生產(chǎn)力採(cǎi)購(gòu)品質(zhì)銷售品質(zhì)銷售生產(chǎn)力排程18企業(yè)發(fā)展New business from products, geographic penetration, demographic penetrationPerformance and customer satisfaction ratings compared to benchmarksCertifications from customers-percent of business done as certified sup

7、plierQuality improvement rate19客戶滿意Customer expectations vs. company performance by surveyCompany performance vs. competition by surveyComplaintsReturns and allowancesLost accountsOrder frequencySatisfaction with each aspect of goods or services sales, technical support, response, quality, value/cos

8、t ratio, etc.20客戶服務(wù)Calls not answered in xx secondsCalls on hold longer than xx secondsCalls transferred to another partyAbandon rate caller gives upInquiry processing timeQueue time of people waiting in lineCredit request processing timeOrders/inquiries not processed within time limitsComplaints no

9、t resolved on first callComplaints not resolved in 24 hoursDegree of satisfaction wit complaint resolutionCourtesy, knowledge, empathy, responsiveness by survey, response cardOrder entry error rateOrder fulfillment accuracyBackorder rateOn-time delivery rate Orders shipped complete and on timeActual

10、 ship date versus requested and promised dateActual ship date versus revised request dateOrders canceled and reason for cancellation21員工發(fā)展Employees that have completed a personal development planEmployees complying with their development planTraining hours per employee per yearEmployees that have im

11、proved skills during past yearEmployees certified for skilled job functions or positionsEmployees who have interacted with customersEmployees involved in planningEmployees with spending authorityEmployee buy-in to quality improvementEmployees terminated for performance, other problemsNeeds assessmen

12、t gap required versus actual skills for positions22員工滿意Attitude surveys to measure satisfaction with many factors policies, pay, leaders, immediate supervisor, working conditions, training hours, etc.Turnover voluntary and involuntary, by specific problemAbsenteeism by reasonTardinessEmployees apply

13、ing for open positions from particular departments an indicator of dissatisfactionNumber of recognition events and awardsExpenditures on recognition eventsEmployees receiving recognitionSafety measures accidents, days lost by reason23環(huán)境衝擊Water consumption and/or discharge per product unit, per emplo

14、yee, or per sales dollarWaste discharge per product unit, per sales dollarRegulatory compliance audit variancesPercent of recycled material used as raw material inputPercent of waste generated recycledEnergy consumed per unit, BTU/$sales24工程設(shè)計(jì)Design cycle timeEngineering changes after design complet

15、ionEngineering change orders by reasonImprovements to productsCustomer satisfaction with product performanceReliability mean time between failuresReduction of parts count on productsQuality problems attributable to design25彈性Number of standard, common, and unique partsNumber of different process cap

16、abilitiesPercentage of cross-trained personnelProduction setup/changeover timeAverage lot size being produced smaller is better26創(chuàng)新與產(chǎn)品開發(fā)Number of improvements make to existing productsNumber of new products introduced/yearNumber of successful new productsPercentage of sales coming from new/improved

17、productsNumber of new features not duplicated by competitors introduced each year the number of “firsts”Percent of sales from proprietary productsPatents filed, issued, incorporated into productsMedian patent age in productsUse of current technology percent of products made with technology less than

18、 xx years old27存貨Service factor percent of orders filledTurns by product and group (aggregate turns is a very gross indicator)Production schedule delays because of material shortagesInventory items above/below target limitsPhysical inventory variancesShow-moving and obsolete inventoryExcess inventor

19、y anything above normal requirementsInventory accuracy and error ratesAdjustments to inventory records28維護(hù)保養(yǎng)Downtime due to different types of equipment failureUnplanned versus planned maintenanceQuality problems due to equipment failureAdherence to preventive maintenance schedulesWaste caused by ma

20、intenance tests29市場(chǎng)佔(zhàn)有Sales/industry sales ratioSales growth rate versus industry growth rateNew accountsShare of key accounts business30組織發(fā)展Employee and management participation on teamsCost reductions, other quality improvements achieved by teams (measured as cost-of-quality savings)Employees on se

21、lf-managing teamsEmployees participating in suggestion planSuggestions/employee$ saved by suggestionsTeams making positive contributionTeams achieving goalsEmployees and managers “buying into” quality improvement principles$ spent on training as a percent of salesPositions filled by internal promoti

22、on versus new hires31生產(chǎn)力Sales/employee$ produced/employeeUnits/labor hour and labor dollar for direct, indirect, and total labor costsTotal value of finished products/total production costs(Overhead + labor costs) / units produced = value added cost ratio (omit material costs)Space productivity sale

23、s or production per square foot32採(cǎi)購(gòu)Quality of vendors defects by type, returns, delivery performance, etc.Percent of parts from certified vendorsChanges to purchase orders by reasonTotal number of vendors lower is generally better, providing quality and cost requirements are satisfiedSavings relativ

24、e to previous year costs33品質(zhì)(外部客戶)Complaints and complimentsCredits/returnsOrders lost and reason whyDefects at installation during first 90 daysDefect rate of the total population of equipment at customer sites Internal quality as a leading indicatorQuality problems detected during product audits i

25、n the fieldPercent of bids or proposals acceptedTechnical support costs/unit soldMean time between failureService calls or complaints/unit soldRevisions to reports for customers corrections and additions Customer quality dataCertification by customersAwards from customers34品質(zhì)(內(nèi)部客戶)Costs of quality r

26、ework, rejects, warranties, returns and allowances, inspection labor and equipment, complaint processing costsWaste all forms: scrap, rejects, under-utilized capacity, idle time, downtime, excess production, etc.Yield net good product producedProcesses under statistical control with sufficient capab

27、ilityProcesses “Poka-Yoked” or made foolproofProcess capabilityProduct changes to correct design deficienciesAdherence to schedule tasks being performed on time; jobs ahead or behind scheduleChanges to purchase and production orders by reasonNumber of times scheduled ship or complete date changes35品

28、質(zhì)領(lǐng)導(dǎo)Time spent communicating quality values to employeesTime spent on quality improvement activitiesAccomplishment of quality implementation milestonesEmployee buy-in to quality values and concepts indexPercent positive feedback from employees after meetingsAchievement of quality goalsQuality index b

29、ased on the Baldrige Award criteria36銷售品質(zhì)Service, responsiveness, knowledge, empathy from customer satisfaction surveyConformance to company guidelines for lead-times, quantities, special modifications, etc.Accuracy and completeness of specifications for ordersChanges to orders after initial placeme

30、nt controllable and uncontrollableTimeliness and accuracy of price quotations and requests for samplesPricing accuracyComplaint resolution timeliness and effectivenessResponse time to inquiries and special requestsEthics attribute score37銷售生產(chǎn)力Time spent on selling versus administrative activitiesSal

31、es to selling costs ratioSales process performance Queue/production38排程Actual versus scheduled complete date by work center, department, production cellLate items as percent of average daily productionSchedule changes controlled and uncontrolledTime lost due to schedule changes or deviations from sc

32、heduleOrders and reports shipped by express servicesQue production time ratio how long it takes to process an order, divided by how long it would take if there were no delays between process steps (minimum value = 1.0)39供應(yīng)商績(jī)效Product defectsDelivery performanceQuality improvement rateProcess capabili

33、ty and improvements in capabilityProcess quality from vendors dataCost reduction rateOrder cycle timeEmergency response timeCompliance with operating guidelines, such as having a disaster planDocumentation conformance measured on an on-going basis and by auditsBilling accuracyTime to resolve complai

34、nts, get credits for product quality problems40領(lǐng)先指標(biāo)範(fàn)例：日本將擺脫通貨緊縮的陰影？ 土地價(jià)格觸底辦公室租賃開始增加(年成長(zhǎng)變動(dòng) %) -40-30-20-1001020304050603/703/753/803/853/903/953/003/05住宅主要商業(yè)用不動(dòng)產(chǎn)Note: Weekly basis, as of November 8, 2003.Source: Nikkei Sangyo Shimbun(年成長(zhǎng)變動(dòng) % ) -30-20-100102030878991939597990103高爾夫俱樂(lè)部入會(huì)價(jià)格開始調(diào)高(Indexed,

35、 Jan.1982=100)4445464748495051521/032/033/034/035/036/037/038/039/0310/0311/03415、世上最美好的事是：我已經(jīng)長(zhǎng)大，父母還未老;我有能力報(bào)答，父母仍然健康。6、沒(méi)什么可怕的，大家都一樣，在試探中不斷前行。7、時(shí)間就像一張網(wǎng)，你撒在哪里，你的收獲就在哪里。紐扣第一顆就扣錯(cuò)了，可你扣到最后一顆才發(fā)現(xiàn)。有些事一開始就是錯(cuò)的，可只有到最后才不得不承認(rèn)。8、世上的事，只要肯用心去學(xué)，沒(méi)有一件是太晚的。要始終保持敬畏之心，對(duì)陽(yáng)光，對(duì)美，對(duì)痛楚。9、別再去抱怨身邊人善變，多懂一些道理，明白一些事理，畢竟每個(gè)人都是越活越現(xiàn)實(shí)。10、

36、山有封頂，還有彼岸，慢慢長(zhǎng)途，終有回轉(zhuǎn)，余味苦澀，終有回甘。11、人生就像是一個(gè)馬爾可夫鏈，你的未來(lái)取決于你當(dāng)下正在做的事，而無(wú)關(guān)于過(guò)去做完的事。12、女人，要么有美貌，要么有智慧，如果兩者你都不占絕對(duì)優(yōu)勢(shì)，那你就選擇善良。13、時(shí)間，抓住了就是黃金，虛度了就是流水。理想，努力了才叫夢(mèng)想，放棄了那只是妄想。努力，雖然未必會(huì)收獲，但放棄，就一定一無(wú)所獲。14、一個(gè)人的知識(shí)，通過(guò)學(xué)習(xí)可以得到;一個(gè)人的成長(zhǎng)，就必須通過(guò)磨練。若是自己沒(méi)有盡力，就沒(méi)有資格批評(píng)別人不用心。開口抱怨很容易，但是閉嘴努力的人更加值得尊敬。15、如果沒(méi)有人為你遮風(fēng)擋雨，那就學(xué)會(huì)自己披荊斬棘，面對(duì)一切，用倔強(qiáng)的驕傲，活出無(wú)人能及的精彩。5、人生每天都要笑