永续绝经营的企业-世界级的公司.ppt

講題:永續絕經營的企業世界級的公司(World-class),講員:劉英芳E-mail:liu_ying_fan,Speaker:YFLiu,劉英芳,Experiences:1.TechnicalDirector,manufacturingoperations,WyethTaiwanCorporation2.EngagementDirector-BusinessConsulting,UnitopiaTaiwan3.Director-ManufacturingOperations,EliLilly&Co.Taiwan4.Manager-engineering,humanresources,production,GMPPlantdesignandconstructionEliLilly&Co.Taiwan5.SectionchiefofNuclearPowerProject,TaiwanPowerCo.Education:M.S.,Univ.ofMass.AtLowell,U.S.A.1977B.S.,Tsing-HuaUniv.,1972Contact:Mobilphone:0952-612-831E-mail:liu_ying_fan,Businessoperationexcellence卓越的企業經營品質獎,MBNQA(美國)1.Leadership,領導力2.Informationandanalysis,資訊及分析3.Strategicplanning,策略規劃4.Humanresourcedevelopment,人力資源發展5.Processmanagement,流程管理6.Businessresults,營運成果7.Customersatisfaction,客戶滿意度,EuropeanQualityAward(歐洲)1.Leadership2.Policyandstrategy3.Peoplemanagement4.Resources5.Processes6.Customersatisfaction7.Peoplesatisfaction8.Impactonsociety9.Businessresults,Businessoperationexcellence卓越的企業經營品質獎,DemingAward(戴明獎)1.Policies,planning2.Administration3.Education4.Information5.Analysis6.Standardization7.Control8.Qualityassurance9.Results10.Futureplan(未來的規劃),TaiwanNationalQualityAward(台灣國家品質獎)1.Value,objective,strategy(經營理念,目標与集策略)2.Organizationandoperation(組織与運作)3.Humanresourcedevelopment(人力發展与運用)4.Informationmanagement(資訊管理与運用)5.Researchanddevelopment(研究發展)6.Qualityassurance(品質保証)7.Customerservicequality(客戶服務品質)8.Socialresponsibility(社會責任)9.Totalqualityperformance(全面品管績效),BuilttolastCollins基業長青,Stablecorevaluesystem,穩固的價值体系Balancedfocus,兼容並蓄Stretchgoals,高標準Nevergiveupmentality,堅持与恒心Continuousimprovement,精益求精,OrganizationCapability組織的體質,People-skills,knowledge,character,competency人才技能,知識,品格,能力Processes-management,operations&execution(dailyjobfunctioning),learning,teaching流程管理,營運作業,學習,教導ProductorTechnology-innovation,development產品或技術創新,發展Results-revenues,profits績效營收,利潤,Level5Hierarchy五個層級,1,2,3,4,5,Contributingteammember有所貢獻的團隊成員,Competentmanager,有能力的經理,Effectiveleader,有效能的領導者,Executive執行長,Highlycapableindividual有才幹的個人,Technicalskills,Peopleskills,Conceptualskills,QualityWorkforce卓越的工作團隊,Qualityworkforceisformedfromthequalitypeoplewhoisamasterforalltheprocessesrequiredtogeneratetheresultsinthejobfunction由職務上的專才組成(有能力創造績效)CEO,managers,supervisors,staffs,thefirstlineemployees總裁,經理,主管,幕僚,第一線員工,Processandresult流程与成果,Processesareactionsandskillsrelevant,与作業及技能相關Process:equipment,material,procedure,.設備,材料,作業方法,.Establishprocessesineveryfunctionaldepartment,每個作業都要建立流程Standardizeallthekeyprocesses,流程標準化,continued,Resultsfocusonwhathashappenedwithinafunction,成果著重發生的事實Definethemetricstomonitortheresults,設定指標追蹤成果Usethedatafromonesystem,使用同一系統的資料Keepitsimpleandvisible,簡明ApplyP-D-C-Aforcontinuousimprovement,運用P-D-C-A執行持續改善,Businessoperationprocesses企業經營流程,Businessplan,營運計劃Salesandoperationsplanning,產銷協調計劃Humanresourcesplanningandmanagement,人力資源規劃与管理Financialplanning,reporting,andmeasurement,財務規劃,報告,衡量指標Manufacturingplanningandcontrol,生產企劃与控管,continued,Demandandsupplymanagement,需求与供貨管理Distributionresourceplanning,配送服務管理Datamanagement,資料管理Educationandtraining,教育与訓練Qualitymanagementsystem,品質管理系統Performancemeasurements,績效衡量,Philosophyofmanagement管理的哲學,Commonsense,一般的常識Simplemethod,簡單的方法Simpleprocess,簡單的流程Simpleskills,簡單的技巧落後,貧窮主要是管理缺乏效率,未能善加利用資源落後,貧窮的國家都是欠缺適當的管理,Aboutmanagement,管理的里程碑,TheNewBusinessOperationsModel企業經營管理模式,Requirements需求,Satisfaction滿意,HighQuality,GoodServices,(),LessTime,LowerCost,AdditionalValue額外的價值,Customersatisfaction客戶滿意度的層次,Exceedcustomerneedssatisfyunstatedcustomerneedsmeetvalidatedcustomerneeds,CustomerPartnership夥伴關係,CustomerConfidence信任,PreventcustomerComplaints,預防客戶報怨,Worldclassbusinessoperation世界級的企業經營,Improvingthepresent,持續改善現況Creatingforthefuture,創造未來Learning/teachingcontinuously,持續的學習及教導workingeffectivelyatthesametime同時有效的執行,S-curveconcept,生命曲線,The1stS-curvecurrentprocesses,existingproducts,services,people現有的流程,產品,服務,人員The2ndS-curvefuture:direction,innovation,newproducts,newprocesses,betterservices,betterteams未來方向,創新,產品,流程,服務,團隊,時間,成長,BusinessExcellenceEquation卓越企業經營的定律,ToBuildandMaintainQualityWorkforce建立並維持卓越的工作團隊,品質,成本,生產力,1.驗收,秤料2.混合充填3.化驗包裝4.退貨客戶抱怨,?!,Measurement-Managed(數据化管理)v.s.Non-measurement-managed(非數據化管理),QualityWorkforce卓越的工作團隊,Qualityworkforceisformedfromthequalitypeoplewhoisamasterforalltheprocessesrequiredtogeneratetheresultsinthejobfunction由職務上的專才組成(有能力創造績效)CEO,managers,supervisors,staffs,thefirstlineemployees總裁,經理,主管,幕僚,第一線員工,GoodtoGreat從A到A+,第五級領導人,找對人,有紀律的團隊,面對現實,刺蝟原則,有紀律思考,有紀律的行動,強調紀律的文化,以科技為加速器,厚植實力,突飛猛進,Successfulelement成功的要素,FocusAlign,Shewart(Deming)cycleforprocessimprovement,1.Plan計劃,2.Do執行,3.Check檢討,4.Act改善,1.Plan/setgoals,planhowtoachievethem,設定目標及行動方案,2.Executetheplan執行計劃,3.Followuptheprocessandresults,metrics/data.Diditwork?追蹤流程及成果,有效嗎?,4.Standardizationtheprocessorimproveordoitagain流程標準化或改善或重來,Execution執行(做事的方法),Plan,計劃Do,執行Check,檢討Action,改善,Myexperiences,QualityworkforceProcessmanagementTotalperformancemanagementNever-endingimprovement,ActionContract/Commitment行動契約/承諾,BecauseIfeelthisisthemostimportantideaformefr