創(chuàng)造價值：通過平衡計分卡導向全面質(zhì)量管理2

Value-CreationthroughtheBalancedScorecardOrientedTQMConcept(Authors:Dr.MikeC.K.LamandMr.Q.S.Ren)BeijingWesternConsultants(bscchina)AbstractThispapertriestosolvesomeoftheissuesconcerningtotalqualitymanagement(TQM).Firstly,whatdoesaTQM(businessexcellence)concept/modellooklike?AretheseTQMconcepts/modelstheoreticallysound?WouldthejudgingframeworksandcriteriaofsomequalityawardssuchasHongKongManagementAssociation(HKMA)QualityAwardbetheTQMconcepts/models?Secondly,areTQMmodelsrelatedtoothermanagementconceptssuchastheBalancedScorecard(BSC)?ThirdlycouldweintegratetheTQMconceptwithBSCframeworktoformavalue-addingconcept?ThemainaimofthispaperconcernswiththeprocessesofbuildinguptheBalancedScorecardOrientedTQMconcepttheoretically,forwhichthebasesareconjoiningtheKanji’sTQMmodelandtheframeworkoftheBSCwithreferencetothejudgingframeworkandcriteriaofHKMAQualityAward.BasedontheconceptofSystemsTheoryandmodelbuildingtechnique,firstlywetriangulatedtheKanji’sTQMmodelandtheBSCframeworktofitintotheSystemsTheory.Secondly,wecomparedthesetriangulatedmodelswithreferencetothejudgingframeworkandcriteriaofHKMAQualityAwardsystematically.Thirdly,afteranalysis,weproposedtheBSC-OrientedTQMconceptanditsconceptmappingforreferenceandfurthertestingintherealworld.Theexpectedoutcomesofthisresearcharesolvingtheabove-mentionedresearchproblems.TheultimateaimofthisresearchistoformtheconceptualmodelofBSC-OrientedTQMconceptforfurthertestingbypractitionersandacademicsofTQMinordertogainmoreconcreteexperiencesorthemanagementknowledgeoftheworld.IntroductionTheoriginalortraditionalapproachesofqualitymanagementwereverymuchprocessoriented.WiththeadventofTotalQualityManagement(TQM),organizationsbegantofocusontheneeds(requirements)andwants(exceedingtherequirements)ofcustomersbothexternallyandinternally(Wilkinson,1992).Thereisnodoubtthattheissueof‘customers’becomesthefociofallkindsofmanagementtoolsandconcepts.Ontheotherhand,oneofthebasicconceptsofTQMisthesystemstheory(input-process-output).Thatistosay,theinputs-processes-outputs(activities)ofanorganizationareaimingatthefulfillmentoftheneedsandwantsofthecustomerssuchastheconceptof‘Todelightcustomers’,whichistheinputorstartingpointofthewholevalue-addingchainofbusinessprocessessothattheoutputsare‘customers’satisfaction/delight’andthusthefinancialperformance.Ifweacceptthissimplelogicofdoingbusinesses,westillhavetosolve,atleast,twomajorissues.Firstly,letusassumethatweknowourcustomersthoroughly.However,inaccordancewithAnsoff(1984),‘Strategyisaconceptofthefirm’sbusiness,whichprovidesaunifyingthemeforallitsactivities.’Theproblemishowcouldweorganizealltheactivitiesofanorganizationunderaunifyingtheme,whichis,thestrategyofanorganization?Secondly,eventhoughanorganizationhasstrategy,howcouldweknowtheimplementationofthestrategyisright?TheanswerofthesetwoissuesliesonthestrategicmanagementofanorganizationwiththehelpoftheBSC.AccordingtoKanjiandAsher(1995),theultimateaimofTQMistoachievebusinessexcellence(companyperformance)suchasfinancialandnon-financialresults/measures.However,fromourconcreteexperienceandobservationandreflections,thepractitionersandacademicsofTQMarefacingmanyproblems.Tonameafew,firstly,whatdoesaTQMconcept/modellooklike?WouldthejudgingframeworksandcriteriaofsomequalityawardssuchastheMalcolmBaldrigeNationalQualityAward(USA)orHongKongQualityManagementAssociationQualityAward(hereafterwecallHKMAQualityAward)betheTQM(businessexcellence)concepts/models?Secondly,aretheseTQMconcepts/modelstheoreticallysound/based?Theresearchersofthispaperhavebeeninvolvingtheresearch,training,educationandimplementationofTQM(Kanji,1998)andtheBalancedScorecard(Kaplan&Norton,1992,1993,1994,1996a,1996b,2000)tovariousclientsinChina,ofcourse,includingHongKongSAR(see).We(includingourteamsofconsultants)haveboththeexplicit(codified)andtacit(uncodified)knowledge.Basedonourpracticesoftheconceptof‘Ba’(NonakaandKonno,1998),whichisaknowledgecreationprocess,andKolb’sExperientialLearningCycle(Kolb,RubinandMcIntyre,1979),weadvocatethatitishighlylikelytointegrate”or“conjoining”theframeworkoftheBSCwiththeTQMmodelssuchastheKanji’sTQMmodel(1998)withreferencetotheframeworkandjudgingcriteriaofHKMAqualityawardasakindofTQM(businessexcellence)conceptforreference.TheexpectedresultofthisresearchissolvingthestatedresearchproblemsofthispaperandtheultimateaimistoformtheconceptualmodelofBSC-OrientedTQMconceptforfurthertestingbypractitioners&academicsofTQMandBSCinordertogainmoreconcreteexperiences.(PleaserefertoFigure1)BackgroundoftheStudyTheauthorsofthispaperhavebeeninvolvingtheresearchandtheimplementationofTQM(LamandYu,1999,2001),andtheBSC(Lam2002a,b,c)fortenyears(concreteexperience).Moreover,theauthorshavebeenresearchingthetheoreticalbasesofsomeTQMmodelssuchasKanji’sTQMmodel.BasedontheKolb’sExperientialLearningCycle(PleaserefertoFigure1),theauthorsdiscovered(ObservationandReflections)thattherearemanysimilaritiesbetweentheKanji’sTQMmodelandthebasiccriteriaofvariousqualityawardsandtheframeworkofBSC.TheauthorsofthispaperattempttobuildontheconceptofBSCandKanji’sTQMmodel,forwhich,comparedtothejudgingframeworkandcriteriaofHKMAQualityAwardtoformtheBSC-OrientedTQMconcept(FormationofAbstractModel)forfurthertesting.Thedrivingforceofthisresearchisthenotionof‘valuecreationoradding’asweobservedthattoomanyorganizationswastedtoomuchresourcesofusingdifferentkindsofmanagementtoolsorconcepts.Itwouldbeverymuchvalue-addingifwecouldconjoinfewmanagementtoolsorconceptsunderoneconceptormodelsuchastheBSC-OrientedTQMconceptweproposedinthispaper.TheultimateaimistoinvitepractitionersofboththeTQMandBSCtotesttheproposedconcept/modelandcontributingtothemanagementknowledgeoftheworld.埋Metho境dolog鍬y誕Based炎ont炸hesi瘋mple于conce源ptof遇Syst扇emsT銷heory喜(Inp條ut-Pr遣ocess影-Outp即ut)a長ndmo增delb搬uildi飄ngte灑chniq捐ue,f燒irstl胃ywe藝rearr慢anged玩ort蓄riang減ulate躁dthe攝Kanj仰i’sT巴QMmo飯dela漏ndth兔eBSC百fram女ework壓tof魂itin鋪toSy娘stems董Theo店ry.S影econd群ly,w斃ethe方oreti別cally皆comp脂ared為these赤tria建ngula殿tedc身oncep餓tssy院stema肅tical宵ly.T佳hirdl銷y,af都tera逝nalys允is,w騎epro能posed雹the饅BSC-O進rient趁edTQ調(diào)Mcon才cept厲forr侄efere毒ncea慌ndfu忘rther車test拼ingi晌nthe掏real袖worl忍d.巖Liter膠ature抱Revi助ew罩Syste潤msTh著eory狗and/o鹿rMod狼elBu羽ildin火g話Accor鄭ding豎toBo遮nini篩et,a雖l.(1破999),材real慮-worl奔dpro謀blems傷tend褲tob傘eeno惑rmous攻lyco捆mplex詞such嗽ast塑hepr遮oblem雄sand內(nèi)the繪main甚aimo申fthi醋sres爽earch掘pape豐r.Th陳erea瑞reli眾teral媽lyan傅unco違untab翁lenu摟mber指ofin盤heren燭tfac殿ts(t慧acit擁orim田plici晴tkno斜wledg元e)in麻any蹲empir你ical填situa以tion.宮Furt嫁her,束every造pote冬ntial啦cour何seof買acti盯onst夾arts突acha被inof溉caus暴e-and蠶-effe訪ctor瘋inpu撫t(yī)-pro渡cess-回outpu懶t,an持dint富eract五iont料hatl害ogica喬llyi畫swit偉hout賽end.裝Amod統(tǒng)elis薯asi據(jù)mplif地iedr趨epres久entat猜iono慨fan鉛empir斃ical野situa禾tion.淡The燕origi懂nala清imso蔬fres示earch交ersa陪reno循tto然const腔ruct滲amod袍elth通atis呀asc或lose漂aspo責ssibl攜eto靜reali取tyin籌ever急yasp準ect,恭rathe群rtha膠n,re版searc尋hers屯want宴thes器imple猛stmo穴delt獎hatp免redic霞tsou慮tcome嘗srea盡sonab擊lywe腸llan崇dis占consi鐵stent希with車effe凈ctive受acti蠟on.T督hete肝chniq起uefo珍rdes訪cribi住ngan時drel瞎ating或vari肅ousv但ariab園less慧ucha濁s粱駛exoge己nous,梯endo布genou脂s,in住terme銳diate校,dec孤ision歐and閣expec吃tedp逮erfor原mance酸vari招ables遙oro倚utcom軌es/me耕asure耕s(as淚per淡Figur喘e2),翅depe溪ndso員nlar泄geex心tend倍ofth沸enat暑ureo幕fthe湖vari婦ables江.The暢simp沒lefo虧rmof勸syst經(jīng)emst溫heory膨and/闖ormo爆delb摸uildi劣ngis約asf液ollow蟻s:妨Total呈Qual墾ityM違anage供ment啦(TQM)接TQMh吵asbe創(chuàng)enwi字dely劫accep勁tedb怒ythe槐busi谷ness夏pract秤ition怨ersa悔ndac淺ademi喝csto蹈impr猾ovet鬼hequ猴ality以,if狠nott件heor曉ganiz價ation蜂effe緊ctive浪ness,切ofa椅norg晃aniza掌tion坐conti陽nuous辯ly.H濱oweve樓r,th諷erea伍rema祝nypr剝oblem鬼sof霧apply凈ingt禾hepr芹incip液leso棵rcon涉cepts組ofT闊QMto僑the監(jiān)real籮world編situ儲ation栗s.Th奴emaj幟orpr轉(zhuǎn)oblem裁ist膨he‘s引tanda毫rdiza袍tion’球ofd割iffer何entT擋QMmo尺dels/材conc傲epts婦thems務elves寇,if墻nott茂he‘u惜nific鏟ation美’of花vario佳usTQ槳Mmod們els獎/希conce眨pt讓s枯.(Th屆isis靠one句ofth川eare昂as,w粉hich屆needs澤furt好herr吊esear喝ch).寇There融are竹many汽famou帝squa奇lity競gurus本such少as鑰Phili巧p.N碰Crosb州y(Fo壤urtee凈nste父psto握qual黑ityi悅mprov消ement愧),掀Josep者hMJ倆uran玉(Ten紀steps直toq反ualit屢yimp政rovem暢ent),勵and泡Edwar單dsDe蜜ming丹(Four副teen行point油sfor陷mana顯gemen齒tor燥thef基amous供Plan輪–Do–胃Check愿–Act范/PD觀CACy潤cle).吧Like邁many均othe繭rman年ageme攔ntco每ncept賣sor纖tools浪,TQM郵does叼have午some譯prob若lems.領Firs禾tly,希thep涌hilos系ophie寺sof閃these知guru告sor明their蝦“ste期ps/奮point針s”ar濫enot株buil希ton罰thet識echni棕ques攀ofmo該delb寺uildi水ngas于such嗽.It寧takes覽time轎for含thef勉ollow卸erso閉rbel資iever勢sof估TQMt昆ocom汁prehe忘ndth夏e‘bi見gpic而tures?！痮f埋their守prof拌ound交philo按sophi陷es.N嗚evert獎heles轎s,fo類rthe雖sake薯oft風hepu壟rpose躬sof緒this綁resea嶄rch,邪wede泉liber痰ately膊sele課cted立theK美anji’輔sTQM損mode滑l椅/葉conce釋ptfo役rfur膛ther豎discu殃ssion悅and騎inves咽tigat傅ion,鉛asit樂ise仰asily項bein乒gund判ersto后od.T木hemo港delc安onsis毀tsof帖the怕‘prim忌e’(L包eader記ship)氣,fou登rpri失ncipl家es(d身eligh忘tcus妻tomer繼,man少ageme堆ntby琴fact列,peo軋ple-b劉ased策manag兼ement顆and揚conti赴nuous暈impr寸oveme潛nt)a哀nd宅州eight膝sub-塘break充down研conce皮pts(劍Pleas匹eref蘭erto祖Figu瓶re3)哄.垂Aswe線argu聽etha皆t緒theu添ltima缸tepu猛rpose賊of喂allb奔usine車sspr貌ocess喘es合is隔aimi鈔ngat幼the司fulfi歪llmen挑tof如then坦eeds姑andw告ants掠ofcu刺stome端rs.O就ntop倆oft甘hetr澇aditi丈onal田divis雅iono叨fcus惕tomer獅sint賤oext蜜ernal輕and趴inter險nal,蓬wewo儉uldl惠iket皆oadd杏one斃m(xù)ore脂dimen手sion改toun條derst親andt行heco伏ncept亭ofc于ustom雕ers:足prese教nt(a踏rticu麥lated優(yōu))and賓pote謠ntial傅(una府rticu中l(wèi)ated琴).No畏wthe美conc誕ept/d乳efini懶tion乘ofex昂terna滋lcus姓tomer極sis膏quite廳stra騰ightf中orwar浪d.Ho貓wever竿,the艇conc思ept/d然efini緣tion花ofin貝terna群lcus攔tomer薦sis失somew嘉hatb梳lurre鼻d.Fo馬rthe閘sake但oft鐘hear請gumen械tsof比this堤pape賣r,we拳deli戴berat垂elyd芬efine義the網(wǎng)inter凡nalc河ustom初ersa節(jié)s‘st易akeho煮lders滋ofa遇comp啟any’.涉Let犯usas姓sume劈leade政rship窮運or匠prime歷oft薄heKa撐nji’s抱TQM鍬model傻,whi矩chis事focu骨sing閱onth朵enot界iono具f‘To腔deli您ghtt甚hecu底stome輝rs’a窩sthe焦inpu堵t呼ofth替esys耗tems席theor搭y.央遷T爹hepr滑ocess剖esco階nsist叼ofm朗anage丟ment滴byfa涂ctan刷dpeo摩ple-b反ased煙manag東ement蹦and腸theo識utput繩sare型deli章ghtc帳ustom計eror鏈cust史omer怎satis評facti遺onan闖dthu撇sthe晌‘bus梁iness腥exce膏l(xiāng)lenc至e’(p房erfor蟻mance蔑)皆.連What輝made繪TQM醒diffe須rent羽from跳other英mana加gemen螞ttoo穿ls/fr能amewo似rksi乳sthe燙‘com也mon’社notio反nof玩‘怠conti襪nuous拉impr棟oveme移n截t’(v優(yōu)irtua航llya裕llTQ的Mmod綢els/c嬌oncep濟tsfo撐cuso歪nthe曲noti用on),密which退ist包hefe刑edbac涼kloo傳pof候syste禿msth煤eory禽oron頸eof偵thef癢ourc納ompet譽itive薄adva之ntage楚s(C.膊A.)a肢ssug催geste武dby施Kante峰r(19者90).亮H卸aving麻said鹿that撓the促major舞prob蛋l(fā)em兔ofth幸e如trian子gulat擇ed詢mode頓l嶄still奔rema匹inso紹nthe斑inpu播t,th呼atis感,wha便t‘le宋aders贊hip’掙consi朋stso塞f?Si賤ncem葉osto惜fthe矛orga揮nizat勸ional寇stru蘋cture鴨sare僚stil每lhie美rarch者ical,乎ther多efore閘,we伴canb翼roadl驅(qū)ydiv抹idet快here版spons店ibili龜ties得ofth博esta耽kehol旱ders未ofan析orga乖nizat敢ion巷into旦three炭leve泉ls,n鴨amely冷,str抽ategi象c,op誓erati士onal做andf承uncti懸onal.骨Stra第tegic滴mana寫gemen繪t(we愛shal態(tài)ldis羽cuss慌more繳inth劈estr真ategi軟cman底ageme趨ntse裂ction諸)is直tradi拔tiona虜llyb篇eing夕regar毛deda切smaj棄orre稼spons腥ibili板tyof獅top舌manag卵ement廁and籃oneo候f刑its渾outpu乖tsis殿郊‘浴strat停egy偶’.歪Moreo幼vers亮trate椒gicm絡anage創(chuàng)ment浸hasr還eceiv扒edin飲creas勸ingr卷ecogn拌ition賊inm針anage雞ment廣liter囑ature棄incl正uding裳TQM.即Asa立matt鑰erof購fact嘉that匪stra弦tegic歷mana湊gemen鉛tis彼withi謀nthe沈‘pri值me’o究rlea臥dersh評ipof愿the危Kanji炊’smo細del;故there貨fore,焰wed賣elibe灑ratel控yext稿racte劑dit癥outa小sas少epara昨teis千suef且orfu泥rther勤disc帥ussio咱nin碼thef辦ollow剝ings親ectio酒n.As醬most漸oft蒜heTQ災Mmod抄elsa眼reno濤tsys膝temat責icall宮ybui膊ltas欣such貿(mào),at歐least拴,lit飽erall摧y.Th哪erefo爽re,w帳etri伶angul角ated促thea曲bove-墻menti膽oned從four撕princ簽iples鋼ofK撕anji’詠sTQM港mode像l(Fi亦gure逼3)in鍬acco黨rdanc墊ewit句hsys腥tems坐theor忍y(Fi嘴gure丟2)an贏dthe遭simp慎lelo專gico垂fcau曾se-an萬d-eff屯ectf賢orth覺esak丙eof灑compa植rison騰and宵analy喂sisl室ater村onas臭per獎Figur只e4.級Strat不egic負Manag買ement焰and夜theB逢alanc劍edSc湊oreca耳rd(B展SC)塘When賀wean污alyze剛the襯Figur拿e4,孤thek犯eypr懼oblem針ish溜owst夕rateg浸yis扮devis德ed簡.惕Accor兄ding章toAn皮soff揪(1984騎),‘t占heid桑eaof者stra蚊tegy寬hasr姿eceiv斥edin錘creas責ingr抹ecogn仿ition嘩inm起anage曠ment賽liter駝ature低.The偶rear摟enum趙erous沾pape附rsha噴veap模peare版ddea折ling再with祥corpo陪rate連strat蛛egy(著Strat縮egic妹level喂),bu亞sines格sstr理ategy歐,pro防duct舉line乓strat綁egy(桶Opera鼻tiona匹llev奏el)a甩ndma娃r(nóng)keti孟ngst垃rateg渾y(Fu填nctio籠nall守evel)蜂.Thi鑄sint障erest棄grew小out偶ofa皺reali升zatio歇ntha義taf們irmn狡eeds上awel臥l-def科ined藍scope根and禿growt途hdir伍ectio致n,th并atob鴨jecti禽vesa流lone志dono騙tmee尾tthi銀snee發(fā)d,an筒dtha普tadd枯ition駐alde塵cisio健nrul拾esar返ereq哨uired猴ift戚hefi窯rmis清toh診aveo惕rderl教yand悔prof撒itabl鼓egro夾wth.項Such齒decis堆ionr朵ules臭andg王uidel降ines肯have誦been鈴broad扁lyde苗fined輝ass借trate紙gyor窗,som異etime諸s,as沙the斬conce嚼ptof廳the鉆firm’納sbus苦iness孝’.趙Micha沖elPo舊rter飼is殲oneo柿fthe藥guru帳sof舞stra班tegy.刊In‘箭What趁isst欺rateg租y?’P凡orter然(199遙6)st書ates辰that啄organ枕izati傭onef嬸fecti吵venes稿s(O.周E.)i甚snot正stra峽tegy.仍Whil軌eorg徹aniza怨tion黨effec蓮tiven聰ess(孔maybe旁wec獅anus抄e‘pr尼ocess核’of盯syste降msth惡eory束toco患mpreh綿endt撈heme皮aning瞞)mea輩nspe扣rform并ings片imila逮ract廳iviti荒esbe鍵tter額than剝acom幟pany’獄sriv銹alsp拜erfor客mthe土m(an賤dpro佩bably耽the慢imita謠tions搏ofo固ther腥compa彼nies’女proc惑esses輔)謝.忠動S參trate耀gyne騙edss翁omeon智eto彎take兄anov暴ervie逆w,to蠢conc鐘eive嶺ofth損ewho虧le(m熟aybe但weca拒nuse忘both且lead世ershi鍵pand籍stra尼t(yī)egic黑mana詢gemen鮮tto爽compr揚ehend嶄the姻meani草ng)r和ather莖than呆just販part界sof撲thes堂ituat饞ionf電acing嬌ano體rgani恐zatio丹n.Th烘erea條rema沉nywa辱ysto須impr猜oveO刺.E.s肉ucha扯sthe萍trad凱ition最alTQ冒M,ti榜meba蘋sedc高ompet桌ition效,ben批chmar寧king,勿and奪busin癥essp槐roces礎sre-削engin繁eerin姥g(BP經(jīng)R).P窮orter維stat足escl敞early桃that停O.E.慘isc班ertai識nlyn款ecess鍛aryb寬utit信isn劍otsu薯ffici禮ent.踢Using聰the訂input私-proc伶ess-o憑utput攏ofs須ystem和sthe高ory,稈input藝(str攜ategy毀)is肚extre涂mely虧vital浩for偷proce朗ss(O嘗.E.)驚andt屆hust薄heou速tput煎(cust薪omer’蹤s償sati星sfact掏iona須ndth容us悠compa虹nype斷rform剖ance)怒.生Ther廣efore降,the悠abil冠ityt乞oacc菠urate喪lyan磚alyse妥the銜vario旅usva匠riabl汗esof夕inpu餓ts,c饞arefu經(jīng)lmon黃itori副ngof筐the輪proce朋sses渠andt塊omea聚sure旅that玉organ敗izati拔on’s竹perfo鐮rmanc詞e,th灰eout愉puts餡i.e.譯thes譯atisf州actio召n/del談ight鬧ofcu曠stome忠rs(n輛onfi熊nanci脅al)a其ndfi撈nanci不alme水a(chǎn)sure留s,is廊esse慢ntial菜ifs籮takeh淹older盒sare子toe獵ncour考agea幟ction粘sor距chang愛es(c弦ontin索uous養(yǎng)impro餅vemen莫t/fe家edbac楚k),w扒hich弦lead癥tode律sirab飯lepe西rform戰(zhàn)ance堅ofa旅compa堪ny.N降eedle漢ssto木say,森for房acha籌ngem家anage旺ment紛conce蝴rning件orga帳nizat津ionp雞erfor福mance姿,as矩ystem爺atic關measu瓦remen用tof顫thep壓erfor雙mance宗ofo剛rgani猾zatio虜nsis序extr憶emely掉impo冰rtant壁for害stake展holde瓶rs,c蒼hange絲agen顧tsto搜eval勇uate特thep哲erfor紫mance鍬ofa咬norg換aniza厘tion.表Havin削grev賠iewed悉the宇liter穿ature濫conc蜂ernin弱gthe吼TQM室conce患pts,掃weco崇uldf顛indo錦utth響atth撥erol蘿eof怖leade則rship察and擊strat雕egic懲manag亞ement冠beco曾memo善rean民dmor畝eimp照ortan突tin夢thed豆evelo酸pment將ofT躺QMmo錫dels/腹conce絹pts.陶There別fore,垂wen誰eedt駕ound內(nèi)ersta握ndth氣emaj頓orco知ntent非sof韻strat戴egic界manag孩ement魚.Usi抽ngsy基stems古theo經(jīng)ryto挨expl除ains鍛trate俱gicm違anage劃ment任(Hofe貼rat.及el,1虹984;緩Limer驗ick,校Cunni劑ngton胸and香Crowt藥her,靈1993胖andJ陣ohnso雕nand注Scho命les,水1999塑,Kap叼lana捷ndNo攜rton,假1992鮮,199警3,19筑94,1絨996,胃2000滅),陸thea漁uthor釋scon顏clude漂that杏宿strat揮egic邀manag炕ement郵can辨bebr袍oadly直divi卵dedi拐ntot玩hefo鬼llowi脆ngar嘉easa消sper搬Figu剝re5:霜S1.M帖anage遷ment港ofme古aning大ist瑞hefo際rmula悟tion初ofmi烈ssion北,vis卡ion,響core館value尚sand幣goal充sof度anor我ganiz診ation煉.The災main朱aim接isto略clar餅ifyt饒heov額erall嚴purp飲oseo傲fan集organ分izati掏on,w鉛hich找isin輝line養(yǎng)with傘the里value高sand賣expe高ctati暢onso呢fsta鞋kehol魂ders主andt攻hedi嘩recti款onto對achi芽evet亂hepu展rpose薯.乖Thes艦ucces殊sof名S1de用pends滴on干lead裹ershi蔬pand掛stra五tegic茅mana湖gemen載t.Th差isis趟one餓ofth罵einp險utso好fthe佛firs帝t-tie紛r(in忌put-p勒roces鉛s-out縫put)克ofth弄estr塔ategi禿cman厲ageme叉ntof政Figu椅re5.序S2.T誤hest仍rateg茫ican富alysi往scon杜sists倡ofa攔nalyz誼ingt們woma截jora潛spect芽s(Ex易ogeno央usan宗dEnd挽ogeno副usva搜riabl盲es)w召ithr遞efere蟻ncet島ocus奮tomer盲sthe攝(int承ernal幣,ext腹ernal喉,嚼pres斃enta振ndpo她tenti糟al連)拔.腸S2a峰ist臭heen謎viron規(guī)menta雙laud損its(堵Exoge澆nous客varia消bles)句,whi燒chin朱clude戚the糧macro緣-envi滲ronme切ntal菊force伏ssuc煙has憤Polit呈ical,申Econ瞧omica年l,So賤cial,煩Ecol隆ogica溜l,Te竟chnol貿(mào)ogica報l,an魂dLeg覽al(w啟ecal僻lit凈PESTE狡L)an顏dind盾ustri月alau勒dits被ucha圾sPor蛾ter’s暴five哈forc園es(1撥979).蘭The腳main寇aims竊aret老ofin滅dout榜the偶O笨pport捐uniti宣esan并d獲T極hreat抽s,wh投icha前ffect議aco充mpany畢’sop劉erati瑞ons.婚S2b指ist虛heau援dito誓fac優(yōu)ompan蜓y’sc虛apabi領litie廳sand湖reso喪urces匠(End認ogeno毫usva寇riabl靠es)澇貫inor尖dert聽oada腸ptth澤eenv馳ironm御ental蚊ori然ndust賺rial莫chang掩es.T勉heco業(yè)mmonl祥yuse勵dtoo椒lssu罰chas社Port號er’s腳value些-chai禁nana艘lysis謙(198醉5昏)券ort渡hewe蟲ll-kn早ownB讓CGpr雄oduct菌port扮folio粥anal丘ysis.突The鮮main嚷aims鼓aret疼ound獅ersta宰nda袍compa起ny’s辨S護treng粒thsa劈nd觀W跟eakne幕sses.悼Thes礦eare消the辮major杰inpu策tsof賣the紅first娘tier堅oft板hest根rateg噸icma崗nagem拜ento尿fFig沿ure5戒.鳴S3.而Thes幅trate辨gic頓choic駝e藝,whi忘ch距ist胡hest妹rateg新yfor放mulat君ionp農(nóng)roces淺sesi扯nref護erenc泡eto止thec抓ustom紅erso哄fac蹲ompan吩y冰and勿other歪vari蜻ables卻ofS綠1&S掃2毯.The統(tǒng)comm吊only虹used尊tool加isSW術OTor居TOWS松anal洋ysis疲(Weih笑rich,劇1982漂,1999晨).Th死emai脂naim鳥ist銷odec廢idew廟hich堆strat寸egies膽shou秤ldbe皺purs瓜uedo袖rimp搞lemen岸ted.儲Moreo妻ver,節(jié)itis鳥extr港emely半impo春rtant艇ifo律neca鄉(xiāng)ndet俯ermin鋪ehow第the坑strat崇egies叫ort愛heou礦tputs裙can群beas脾sesse斷d.Wi捉thth溫eadv扭ento剖fBSC袍fram檔ework層,the枝issu有ecan菌solv芬ethi火siss隨ue.肯(Lam輔,200層2b)敗S4.溜T熟hest律rateg萍icim爆pleme紡ntati嫩on氣ist伯he玩proc劇esses芳ofi司mplem狀entin弓gthe蒸defi答neds坡trate途gies.吩Sinc避ethe鄙stra速tegie決sof箏anor鐘ganiz冠ation壺are屆devis理edby勝S1t伴oS3,雁the僚strat商egies啟or菜theo埋utput身s統(tǒng)oft媽hepr鬼iors苗ystem看s篩(S1宅toS3渴)導beco笨meth通einp噸utso嚼fthe撞subs略equen牢tsys疼tems伯i.e.孫stra近tegic伸impl跨ement光ation宣原(S4)賠ands貼trate襯gicc慧ontro眨land猛渾conti勸nuous垃impr損oveme蝴nt飲(S5)獄of登the質(zhì)two-甲tier深syste詢msof偏stra僻tegic免mana紋gemen慚t壽asp睡erFi運gure藝5芳.The戀逗succe死ss延ofS葬4dep裙ends述onma許ny肝eleme惡nts笑such珍ast效hepr跡ofici納encie救sof暮using自mana登gemen弟ttoo孟ls,f漠orex嫂ample門,阿Busi揀ness春Proce塵ssRe絹engin據(jù)eerin迷g(BP禾R)Be全nchma沖rking莫,戀TQM免and暖BSC挎.居S5.S絞trate藍gic下cont潔rol怨(the覺perf浩orman科ce)錢andc弟ontin繭uous陜impro稻vemen爬t季(倍feedb環(huán)ack在)are號the喚outpu疊tsas巡well憑ast粗hein務puts憲ofth嫂ewho薯letw可o-tie爛rsys端tems土.Str池ategi織cimp塘lemen旅tatio樓n借(S4)植ist除hepr野ocess方es渴oft券hecu抖rrent脈syst冬ems爆and倍the源strat鐘egic療踏contr嗚olor搬perf誕orman追ce碗beco因me補s瓜the固outco說meor撓outp控utof陷the旗total孔stra僑tegic翼mana疤gemen喘t潑syst氣ems擺.綢And般then跟thef鈴eedba困cklo慌op蜜(苦thec倘ontin薯uous臭impro難vemen執(zhí)tof牲TQMo杜rthe漿lear念ning視andi那nnova礎tion驕ofBS牌C樹)bec庫omes尊the彈熄input熔oft櫻heen跡tire柱strat滾egic皺manag侄ement轟syst澇em死,whi崗chgo頑eson缸and授on磁.爭Ift跪here飾aders服oft室hisp擁aper令accep盒tedo醫(yī)urar活gumen勇tsth疑atth默econ臥cept行ofTQ醫(yī)Mand趁BSC芳frame慧work忽arev荷eryi混mport去anti園n險strat巷egic趣mana獻gemen雨t,mo絕stof家the鞠organ獅izati漸onsa竄rehi迷erarc割hical苗and吧ther少espon械sibil炕ities忌ofs橫takeh另older格scou緒ldbe蒼broa想dlyd本ivide費dint斬othr膨eele體vels慰onto子pof炕strat材egic售manag輝ement暢and確leade芝rship恨are峽them部ajor將respo竟nsibi栽litie友sof雞leade拔rsor熱t(yī)op蠅manag煙ement費,we續(xù)could盼summ貴arize刪the助relat際ionsh煙ips,豎parti蘭cular蟲lyth翁echa廳inof罵inpu瀉ts-pr賀ocess吊es-ou煙tputs童asf踩ollow廁ingF瞞igure刊6.紙Whils衡t界tradi處tiona講lper渡forma今ncem共easur譽ement稍syst尖emsa根rehe軍avily忘conf慧ined錦tofi瞧nanci維alme析asure雁sonl總y,th啟edes眉cript毛ivef魔ramew僵orko巖fthe婦BSC靈provi焰desa內(nèi)wide瘋rang接lefo眼rapp小recia培ting繼thep膀roble床ms(e厘mpiri責cals帽ituat磁ion)厭affec寄ting滑acom向pany’燦sper否forma龜nce.緊Itac歲hieve秀sthi煌sby氣viewi拔nga朗compa傳ny’s歷perfo臨rmanc君efro岸mfou膀rper臘spect熊ives:糧fina錄ncial昌(F),盞cust羊omers先/mark格et(C)境,int逐ernal探busi盞ness秤proce貢ss(I盡BP)a不ndin織novat宵ion&駱lear芳ning流(L&I)磨.It寶gives議usa勸broa損derv霧iewo港fthe餅issu許esof計aco才mpany委’spe灑rform轉(zhuǎn)ance撞andi禁snot監(jiān)mere撒lyco蜓nfine儉dto針finan權cial劇perfo口rmanc饑e.Ac騰cordi洗ngto贏Kapl竊an&宵Norto具n(19敗92),尾thet味radit宋ional裙fina判ncial題perf急orman繳ceme浩asure愉swor仇kedw佛ellf營orth誰eind盾ustri慚aler關a,bu起tthe乎yare弓out管ofst炸epwi久thth肚eski體llsa飾ndco子mpete四ncies搏comp賤anies旺are極tryin拖gto桶maste升rtod貝ay.T犯heyr厭esear終ched菌twelv稿ecom臉panie尤sand皂deri刻vedt疑heBS放C,wh矛ichi雕snot脹pres星cript慈ive,新butr通ather雙prov喪ides兔ades服cript贈ivef第ramew拳orkt冒omea崇sure排acom半pany’政sper導forma瓜ncef棚romt響hefo達urpe悅rspec背tives穗.The萌sepe辮rspec零tives鄭are悅based楊ont記heno容tion絡that泰thet殺radit相ional娘fina獎ncial雄perf腔orman跡ceme楊asure悲s(th溪esec理ondt酒iero符fFig煤ure5扇)are巴inad向equat胖efor敬toda舉y’sb飄usine部sses.具The振descr許iptiv肆efra偽mewor靜kdiv躬ides趁thep傾erspe攔ctive耳sint姐othe莫driv提erso俘rlea鳴ding哨indic艷ators無,nam丘ely,忌L&Ia禽ndIB怠P,an錦dthe竄outc切omes縱orla冶gging虧indi脫cator穗s,na掘mely,鐮Can滲dthu卻sF.副O(jiān)neo景fthe酷ways蜓toa滑pprec通iate摔theB觀SCfr晨amewo你rkis語not慢thec框ritic鋤ismo汪fthe笨logi翼calr錫elati推onshi堪pof集thef演ourp遭erspe誠ctive剝sas姥such.枕摔Theo洞rigin道alid俱eaor妨the耳conce玻ptof委the泥BSC(雕compa報nype所rform柳ance咐m(xù)easu蝕remen塵tsys栗tem感oft慈hese向cond灘tier機ofFi疾gure搬5撒)is剃helpi晝ngpr么actit去ioner進snot慈mere支lyfo壩cuso而nfin刪ancia第lper粥forma魂nce;泳custo慌mers婆atisf患actio學n(cu旺stome隔r)is裝the址most現(xiàn)impor普tant千outpu耳tof武thep梯roces博ses(顯inter池nalb聽usine絹sspr省ocess符)躺prio關rto甲finan猴cial直perfo左rmanc弄e弱,for通whic奔hthe回auth笨orso衣fBSC殊call辣them的the現(xiàn)‘lagg像ingi洞ndica定tors’郵.饒陣Asa嶼matte止rof克fact外that居itis鍋easy聰for予anyon耀eto蠶think唇ofw細hyon捷lyfo嘆urno猛tfiv時eor徑sixp吳erspe威ctive普ssuc廳has乓theh延uman語resou最rces.論這Howev灰er,t紛hear陷gumen午t(th忍ecau店se-an礙deff會ectr賀elati逝onshi茶ps)o薦fthe而fram須ework佳has雞been照heavi鴿lyat服tacke共dby燙acade荒mics.奸The弄major榮prob姥lemo靜rcon玉strai規(guī)ntof翅t(yī)he鋪BSCf晝ramew睬orki察sits胡orig駛inal陳resea趙rcha責im,w御hich銳isco渠mpany闖perf赴orman索cesy梳stem弓itsel率f代(the啞seco悼ndti到erof奮Figu未re5)坊.The唇orig淋inal膨aimw螞asno射tfin壩ding娛a摧TQM著manag衛(wèi)ement長ors團trate嶼gicm呆anage咸ment棒model般.Alt平hough痕the軍autho嗓rsre仍medie嫩dthe州issu遮eby沖publi地shing族the蒼paper其sand番book翅s(Ka叉plan們andN爽orton解,199另3,199功4,199昏6),t姨hepr霸oblem躬rema劫inst貪hesa裁mesu胸chas論how樓astr就ategy雀isl旦ogica雜llyd端evise只d紡is憂quest席ionab末le.T誤hema么jord喜efici陷ency派ofBS膛Cis鄭“tran稅slati聯(lián)nga刺compa必ny’s沒missi哪on/vi瞇sion足direc諒tlyi迎ntos許trate范gy”w耽ithou聽tcon品sider守ation韻sof潑exoge綿nous補(Oppo志rtuni卷ties量andT駛hreat銹s)an充dend趕ogeno裁us(S準treng塊thsa島ndWe筒aknes綁ses)僵varia天bles永inth金eire婚arlie殲rpub耍licat憑ions.夜Acco松rding嗓toL漸am(2冊002b)集,the槳majo抽rdef燒icien攀cyha增dalr軟eady美been凱solve渴d簡(usi盤ngSW碰OTan首dBSC鞋toge目ther剖inS2口)先.精Never艱thele府ss稠used蛛the愧simpl微econ呼cept遼ofsy懲stems哥theo麗ry/mo域delb遷uildi娘ngte蛇chniq瘋ueto攝asse床ssor蘇rebu姓ildt惕here贏latio忠nship障oft墻hefo投urpe烘rspec曬tives恐oft迅hewh壁olei損deao驕rfra濫mewor援kfor類the先sake雜ofth鼻isin把vesti的gatio務n.Th饒erefo斜re,w斷ewou晶ldli熊keto將tria共ngula迷teth島efou艙rper荷spect犁ives滋into羽thes蠟ystem毛sthe薄orya塔sfol邊lowin竟gFig技ure7莖.燈Thea知uthor還sof體theB亭SCsu個ggest系edth床atth似euse釀rsof畜the第frame挽work亮shoul裹dnot喝use潮more屢than夾five成vital蟲meas菜ures紙pere坡achp攜erspe豐ctive針orf井ocus忽onth夫emaj率oris堤sues.金That攏ist印osay傍,in糕ourm失inds,溜the觸vital農(nóng)vari搏ables氣oft詢hesy已stems苗theo觸ry.I旅fthe慈rear劫etoo采many洪vari惹ables旅,it腿isha這rdfo州rhum拋anbe妻ings衫toco濱mpreh戰(zhàn)end,壓aswe級cann述otvi寬suali月semo點reth傷anth善reed太imens些ions.的(Thi蔑nkab棒outl手inear顛貸andn誤on-li羽near持progr偉ammin拜g)It閥isa芽bsolu業(yè)tely始helpf參ulfo惑rTQM秀prac烤titio乞ners垮orch床ange鋒agent嘴swho腹are及worki榨ngon統(tǒng)aco洗mpany苗’spe蛙rform朋ance慚issue氧sto鉛ident巡ifya布ndth繼enfo濃cuso濕n蒼惑them桶ajor唯issue擋s,as元all貢compa利nies志areu真nder蜓thec稿onstr攻aints散ofl稿imite藏dres考ource搬s,wh第icha狹reth茂eend期ogeno繁usva奪riabl碎esas膏wep神ropos擋edin茄the涉syste丸msth索eory.扮Iti樓sup棚toth鄭euse身rsof膀BSC羨topr鈴iorit音iset困heid述entif帝iedi皆ssues被,suc抽has社selec勾ting譜which鵲meas另ures返ofth謎ekey救driv門ers湯(inpu稿ts)唐warra猶ntac貍tion商first盾.The駱Key頭Perfo妥rmanc頌eInd洋icato厲rs(K門PI)o鼻fthe辯desc察ripti壁vefr徹amewo區(qū)rkof雁the壯BSCa冊lsop盆rovid約esa亦chann次elfo憤rcom址munic臺ation搖and粥theb閘asis勤ofco怪llabo論ratio璃ndur揪ingi礎mplem逼entat言ionp芝eriod票and泰contr各olfo美rthe啞sake材ofc敬ontin右uous羽impro托vemen蚊t.On犯eof鑒thes哨treng年thso晝fthe僅BSC志isth養(yǎng)efac落ttha勒tthe幅rear濕eman喉ycom允panie祝s(mo圍reth啄anfi方ftyp光ercen穴tof碰Fortu耳ne50家0are葡usin吩gthi引sman困ageme券ntas晨itc值laime塞dby釀thea著uthor煩s)Ho咸wever沫,one家oft漠hewe僵aknes蔽seso桶fthe浴BSC單isth硬atit胃only答prov杜ides擱ades照cript歉ivef底ramew邀orkt扣oinv稀estig吹ateo綁rdia言gnose住some鳳oft饒heva蹤riabl愿es,w齊hich問affec虹tac療ompan烘y’sp日erfor溫mance隸.閉匯T巨heas佛sumpt榜iono幼fthe掏熄BSC仆is改the捎exist馳ence者of‘s鍵trate蛙gy’,斧the陰major構(gòu)掉input補sof蠻the裕secon土dtie攀rof齊the稱strat裁egic生manag悉ement跡矛proce賭sses雕as陽wep奧ropos孫ed.F忠romo押urpo帆into腐fvie塌w,it汁ist穴hean為alysi膽s/di達scuss活ion(櫻input肝s)an買dthe景deba款tebe惰tween筐top倡manag虧ement尿and魚staff橋sabo撲utth烏efor恰matio什nof同strat國egy旦ors雨trate搖gic