流程績效指針的分類系統(tǒng)

流程績效指針的分類系統(tǒng)2024/3/29流程績效指針的分類系統(tǒng)核心流程的屬性具有策略的重要性能創(chuàng)造競爭優(yōu)勢對客戶產(chǎn)生直接的衝擊營運(yùn)的核心流程支援的驅(qū)動流程跨越職能部門的藩籬流程績效指針的分類系統(tǒng)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)動流程對客戶的衝擊程度高低流程績效指針的分類系統(tǒng)核心流程管理與驅(qū)動流程暸解市場與客戶建立願景與策略設(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流程績效指針的分類系統(tǒng)瞭解市場與客戶確認(rèn)客戶需求與冀求1.1進(jìn)行質(zhì)化評鑑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)行量化評鑑1.2.1進(jìn)行客戶訪查1.3預(yù)測客戶購買行為衡量客戶滿意2.1監(jiān)測產(chǎn)品與服務(wù)滿意度2.2監(jiān)測抱怨對策的滿意度2.3監(jiān)測溝通的滿意度監(jiān)測市場與客戶期望的改變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)客戶對競爭產(chǎn)品與服務(wù)的反應(yīng)流程績效指針的分類系統(tǒng)建立願景與策略監(jiān)測企業(yè)外環(huán)境1.1分析與了解競爭1.2辨明經(jīng)濟(jì)趨勢1.3暸解政治與管制事項(xiàng)1.4評估創(chuàng)新科技1.5了解人口資料1.6了解社會與文化變遷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2.2建立願景與任務(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)流程績效指針的分類系統(tǒng)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)與評估量產(chǎn)準(zhǔn)備監(jiān)測產(chǎn)品與服務(wù)績效與修正市場測試實(shí)施新產(chǎn)品工程技術(shù)產(chǎn)品/服務(wù)管理流程績效指針的分類系統(tǒng)行銷與銷售對選定之市場區(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1.5銷售活動1.6報(bào)價(jià)1.7談判活動處理客戶訂單2.1接受客戶訂單2.2輸入訂單流程績效指針的分類系統(tǒng)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採購原物料/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)活動管理流程5.1監(jiān)測訂單狀況5.2庫存管理5.3品質(zhì)保證5.4生產(chǎn)設(shè)備維護(hù)保養(yǎng)5.5環(huán)境保護(hù)5.6持續(xù)改善活動5.7員工教育訓(xùn)練流程績效指針的分類系統(tǒng)收款與售後服務(wù)請款活動1.1客戶請款資料建立與維護(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3.1回應(yīng)提供相關(guān)資訊的請求3.2處理客戶訴怨流程績效指針的分類系統(tǒng)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)練獎勵與表揚(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

職位評價(jià)

績效考核制度

離職管理

人力資源管理的風(fēng)險(xiǎn)管理勞資關(guān)係與勞工法令流程績效指針的分類系統(tǒng)資訊管理資訊系統(tǒng)管理評估與稽核資訊品質(zhì)流程績效指針的分類系統(tǒng)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)構(gòu)1.4管理現(xiàn)金流量處理財(cái)務(wù)與會計(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)管理流程績效指針的分類系統(tǒng)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)測環(huán)境管理計(jì)畫流程績效指針的分類系統(tǒng)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)事宜流程績效指針的分類系統(tǒng)持續(xù)改善與變革管理衡量整體組織績效執(zhí)行品質(zhì)評鑑績效標(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)差策略改善活動流程績效指針的分類系統(tǒng)流程績效指標(biāo)的分類系統(tǒng)流程績效指針的分類系統(tǒng)績效指標(biāo)的分類(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)商績效存貨維護(hù)保養(yǎng)市場佔(zhàn)有組織發(fā)展生產(chǎn)力採購品質(zhì)銷售品質(zhì)銷售生產(chǎn)力排程流程績效指針的分類系統(tǒng)企業(yè)發(fā)展Newbusinessfromproducts,geographicpenetration,demographicpenetrationPerformanceandcustomersatisfactionratingscomparedtobenchmarksCertificationsfromcustomers-percentofbusinessdoneascertifiedsupplierQualityimprovementrate流程績效指針的分類系統(tǒng)客戶滿意Customerexpectationsvs.companyperformance–bysurveyCompanyperformancevs.competition–bysurveyComplaintsReturnsandallowancesLostaccountsOrderfrequencySatisfactionwitheachaspectofgoodsorservices–sales,technicalsupport,response,quality,value/costratio,etc.流程績效指針的分類系統(tǒng)客戶服務(wù)CallsnotansweredinxxsecondsCallsonholdlongerthanxxsecondsCallstransferredtoanotherpartyAbandonrate–callergivesupInquiryprocessingtimeQueuetimeofpeoplewaitinginlineCreditrequestprocessingtimeOrders/inquiriesnotprocessedwithintimelimitsComplaintsnotresolvedonfirstcallComplaintsnotresolvedin24hoursDegreeofsatisfactionwitcomplaintresolutionCourtesy,knowledge,empathy,responsiveness–bysurvey,responsecardOrderentryerrorrateOrderfulfillmentaccuracyBackorderrateOn-timedeliveryrateOrdersshippedcompleteandontimeActualshipdateversusrequestedandpromiseddateActualshipdateversusrevisedrequestdateOrderscanceledandreasonforcancellation流程績效指針的分類系統(tǒng)員工發(fā)展EmployeesthathavecompletedapersonaldevelopmentplanEmployeescomplyingwiththeirdevelopmentplanTraininghoursperemployeeperyearEmployeesthathaveimprovedskillsduringpastyearEmployeescertifiedforskilledjobfunctionsorpositionsEmployeeswhohaveinteractedwithcustomersEmployeesinvolvedinplanningEmployeeswithspendingauthorityEmployeebuy-intoqualityimprovementEmployeesterminatedforperformance,otherproblemsNeedsassessmentgap–requiredversusactualskillsforpositions流程績效指針的分類系統(tǒng)員工滿意Attitudesurveystomeasuresatisfactionwithmanyfactors–policies,pay,leaders,immediatesupervisor,workingconditions,traininghours,etc.Turnover–voluntaryandinvoluntary,byspecificproblemAbsenteeismbyreasonTardinessEmployeesapplyingforopenpositionsfromparticulardepartments–anindicatorofdissatisfactionNumberofrecognitioneventsandawardsExpendituresonrecognitioneventsEmployeesreceivingrecognitionSafetymeasures–accidents,dayslostbyreason流程績效指針的分類系統(tǒng)環(huán)境衝擊Waterconsumptionand/ordischargeperproductunit,peremployee,orpersalesdollarWastedischargeperproductunit,persalesdollarRegulatorycompliance–auditvariancesPercentofrecycledmaterialusedasrawmaterialinputPercentofwastegeneratedrecycledEnergyconsumedperunit,BTU/$sales流程績效指針的分類系統(tǒng)工程設(shè)計(jì)DesigncycletimeEngineeringchangesafterdesigncompletionEngineeringchangeorders–byreasonImprovementstoproductsCustomersatisfactionwithproductperformanceReliability–meantimebetweenfailuresReductionofpartscountonproductsQualityproblemsattributabletodesign流程績效指針的分類系統(tǒng)彈性Numberofstandard,common,anduniquepartsNumberofdifferentprocesscapabilitiesPercentageofcross-trainedpersonnelProductionsetup/changeovertimeAveragelotsizebeingproduced–smallerisbetter流程績效指針的分類系統(tǒng)創(chuàng)新與產(chǎn)品開發(fā)NumberofimprovementsmaketoexistingproductsNumberofnewproductsintroduced/yearNumberofsuccessfulnewproductsPercentageofsalescomingfromnew/improvedproductsNumberofnewfeaturesnotduplicatedbycompetitorsintroducedeachyear–thenumberof“firsts”PercentofsalesfromproprietaryproductsPatentsfiled,issued,incorporatedintoproductsMedianpatentageinproductsUseofcurrenttechnology–percentofproductsmadewithtechnologylessthanxxyearsold流程績效指針的分類系統(tǒng)存貨Servicefactor–percentofordersfilledTurnsbyproductandgroup(aggregateturnsisaverygrossindicator)ProductionscheduledelaysbecauseofmaterialshortagesInventoryitemsabove/belowtargetlimitsPhysicalinventoryvariancesShow-movingandobsoleteinventoryExcessinventory–anythingabovenormalrequirementsInventoryaccuracyanderrorratesAdjustmentstoinventoryrecords流程績效指針的分類系統(tǒng)維護(hù)保養(yǎng)DowntimeduetodifferenttypesofequipmentfailureUnplannedversusplannedmaintenanceQualityproblemsduetoequipmentfailureAdherencetopreventivemaintenanceschedulesWastecausedbymaintenancetests流程績效指針的分類系統(tǒng)市場佔(zhàn)有Sales/industrysalesratioSalesgrowthrateversusindustrygrowthrateNewaccountsShareofkeyaccounts’business流程績效指針的分類系統(tǒng)組織發(fā)展EmployeeandmanagementparticipationonteamsCostreductions,otherqualityimprovementsachievedbyteams(measuredascost-of-qualitysavings)Employeesonself-managingteamsEmployeesparticipatinginsuggestionplanSuggestions/employee$savedbysuggestionsTeamsmakingpositivecontributionTeamsachievinggoalsEmployeesandmanagers“buyinginto”qualityimprovementprinciples$spentontrainingasapercentofsalesPositionsfilledbyinternalpromotionversusnewhires流程績效指針的分類系統(tǒng)生產(chǎn)力Sales/employee$produced/employeeUnits/laborhourandlabordollarfordirect,indirect,andtotallaborcostsTotalvalueoffinishedproducts/totalproductioncosts(Overhead+laborcosts)/unitsproduced=valueaddedcostratio(omitmaterialcosts)Spaceproductivity–salesorproductionpersquarefoot流程績效指針的分類系統(tǒng)採購Qualityofvendors–defectsbytype,returns,deliveryperformance,etc.PercentofpartsfromcertifiedvendorsChangestopurchaseorders–byreasonTotalnumberofvendors–lowerisgenerallybetter,providingqualityandcostrequirementsaresatisfiedSavingsrelativetopreviousyearcosts流程績效指針的分類系統(tǒng)品質(zhì)(外部客戶)ComplaintsandcomplimentsCredits/returnsOrderslost–andreasonwhyDefectsatinstallationduringfirst90daysDefectrateofthetotalpopulationofequipmentatcustomersitesInternalquality–asaleadingindicatorQualityproblemsdetectedduringproductauditsinthefieldPercentofbidsorproposalsacceptedTechnicalsupportcosts/unitsoldMeantimebetweenfailureServicecallsorcomplaints/unitsoldRevisionstoreportsforcustomers–correctionsandadditionsCustomerqualitydataCertificationbycustomersAwardsfromcustomers流程績效指針的分類系統(tǒng)品質(zhì)(內(nèi)部客戶)Costsofquality–rework,rejects,warranties,returnsandallowances,inspectionlaborandequipment,complaintprocessingcostsWaste–allforms:scrap,rejects,under-utilizedcapacity,idletime,downtime,excessproduction,etc.Yield–netgoodproductproducedProcessesunderstatisticalcontrolwithsufficientcapabilityProcesses“Poka-Yoked”ormadefoolproofProcesscapabilityProductchangestocorrectdesigndeficienciesAdherencetoschedule–tasksbeingperformedontime;jobsaheadorbehindscheduleChangestopurchaseandproductionorders–byreasonNumberoftimesscheduledshiporcompletedatechanges流程績效指針的分類系統(tǒng)品質(zhì)領(lǐng)導(dǎo)TimespentcommunicatingqualityvaluestoemployeesTimespentonqualityimprovementactivitiesAccomplishmentofqualityimplementationmilestonesEmployeebuy-intoqualityvaluesandconceptsindexPercentpositivefeedbackfromemployeesaftermeetingsAchievementofqualitygoalsQualityindexbasedontheBaldrigeAwardcriteria流程績效指針的分類系統(tǒng)銷售品質(zhì)Service,responsiveness,knowledge,empathy–fromcustomersatisfactionsurveyConformancetocompanyguidelinesforlead-times,quantities,specialmodifications,etc.AccuracyandcompletenessofspecificationsforordersChangestoordersafterinitialplacement–controllableanduncontrollableTimelinessandaccuracyofpricequotationsandrequestsforsamplesPricingaccuracyComplaintresolutiontimelinessandeffectivenessResponsetimetoinquiriesandspecialrequestsEthicsattributescore流程績效指針的分類系統(tǒng)銷售生產(chǎn)力Timespentonsellingversusadm