流程绩效指针的分类系统.ppt

商業流程的分類系統,核心流程的屬性,具有策略的重要性能創造競爭優勢對客戶產生直接的衝擊營運的核心流程支援的驅動流程跨越職能部門的藩籬,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,執行的次數,多,少,驅動流程,對客戶的衝擊程度,高,低,核心流程,管理與驅動流程,暸解市場與客戶,建立願景與策略,設計產品與服務,行銷與銷售,製造產品與提供服務,收款與售後服務,人力資源發展與管理,資訊管理,財務與資產管理,環境管理,公關管理,持續改善與變革管理,策略管理與公司治理,瞭解市場與客戶,確認客戶需求與冀求1.1進行質化評鑑1.1.1進行客戶訪談1.1.2進行焦點團體訪談1.2進行量化評鑑1.2.1進行客戶訪查1.3預測客戶購買行為衡量客戶滿意2.1監測產品與服務滿意度2.2監測抱怨對策的滿意度2.3監測溝通的滿意度監測市場與客戶期望的改變3.1確認產品與服務的弱點3.2確認滿足客戶需求的創新項目3.3確認客戶對競爭產品與服務的反應,建立願景與策略,監測企業外環境1.1分析與了解競爭1.2辨明經濟趨勢1.3暸解政治與管制事項1.4評估創新科技1.5了解人口資料1.6了解社會與文化變遷1.7了解生態關切定義企業概念與組織策略2.1選擇相關市場2.2建立願景與任務2.3建立事業策略設計組織結構及其組織單位彼此的關係樹立企業目標,設計產品與服務,轉換客戶需求與冀求為產品與服務機能建立產品與服務之壽命周期計畫發展產品與服務概念與計畫產品原型之設計與評估量產準備監測產品與服務績效與修正市場測試實施新產品工程技術產品/服務管理,行銷與銷售,對選定之市場區隔實施產品/服務行銷1.1發展廣告策略1.2預估廣告策略所需資金與資源1.3確認目標客戶與其需求1.4銷售預測1.5銷售活動1.6報價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,製造產品與提供服務,製造產品/提供服務所需資源計畫1.1生產設備準備1.2人員招募1.3採購原物料/部件製造產品發展人力資源技能運送產品/提供服務活動管理流程5.1監測訂單狀況5.2庫存管理5.3品質保證5.4生產設備維護保養5.5環境保護5.6持續改善活動5.7員工教育訓練,收款與售後服務,請款活動1.1客戶請款資料建立與維護1.2呈送發票售後服務2.1提供到府服務2.2處理產品保證與退回處理2.3提供後續服務回應客戶詢問3.1回應提供相關資訊的請求3.2處理客戶訴怨,人力資源發展與管理,發展人力資源策略員工參與員工教育訓練獎勵與表揚維持員工福利與士氣工作輪調制度與雙梯晉升制度招募、遴選與任用職位評價績效考核制度離職管理人力資源管理的風險管理勞資關係與勞工法令,資訊管理,資訊系統管理評估與稽核資訊品質,財務與資產管理,管理財務資源1.1預算制度1.2管理資源重置1.3設計資產結構1.4管理現金流量處理財務與會計交易2.1處理應付帳款2.2處理薪資2.3處理應收帳款2.4結帳財務報告3.1提供外部財務報表3.2提供內部財務管理報表進行內部稽核稅務資產管理,環境管理,建立環境管理策略符合法令規章員工教育訓練執行污染防治環境復健能源節約政府與公共關係管理環境資訊系統監測環境管理計畫,公關管理,股東公關管理政府機構公關管理債權人公關管理建立公關計畫董事會公關管理社區公關管理處理法令與道德規範事宜,持續改善與變革管理,衡量整體組織績效執行品質評鑑績效標竿研究進行流程改善變革管理執行全面品質管理執行六標準差策略改善活動,流程績效指標的分類系統,績效指標的分類(非財務類),企業發展客戶滿意客戶服務員工發展員工滿意工程設計環境衝擊彈性創新與產品開發供應商績效,存貨維護保養市場佔有組織發展生產力採購品質銷售品質銷售生產力排程,企業發展,Newbusinessfromproducts,geographicpenetration,demographicpenetrationPerformanceandcustomersatisfactionratingscomparedtobenchmarksCertificationsfromcustomers-percentofbusinessdoneascertifiedsupplierQualityimprovementrate,客戶滿意,CpanyperformancebysurveyCpetitionbysurveyComplaintsReturnsandallowancesLostaccountsOrderfrequencySatisfactionwitheachaspectofgoodsorservicessales,technicalsupport,response,quality,value/costratio,etc.,客戶服務,CallsnotansweredinxxsecondsCallsonholdlongerthanxxsecondsCallstransferredtoanotherpartyAbandonratecallergivesupInquiryprocessingtimeQueuetimeofpeoplewaitinginlineCreditrequestprocessingtimeOrders/inquiriesnotprocessedwithintimelimitsComplaintsnotresolvedonfirstcallComplaintsnotresolvedin24hoursDegreeofsatisfactionwitcomplaintresolutionCourtesy,knowledge,empathy,responsivenessbysurvey,responsecardOrderentryerrorrateOrderfulfillmentaccuracyBackorderrateOn-timedeliveryrateOrdersshippedcompleteandontimeActualshipdateversusrequestedandpromiseddateActualshipdateversusrevisedrequestdateOrderscanceledandreasonforcancellation,員工發展,EmployeesthathavecompletedapersonaldevelopmentplanEmployeescomplyingwiththeirdevelopmentplanTraininghoursperemployeeperyearEmployeesthathaveimprovedskillsduringpastyearEmployeescertifiedforskilledjobfunctionsorpositionsEmployeeswhohaveinteractedwithcustomersEmployeesinvolvedinplanningEmployeeswithspendingauthorityEmployeebuy-intoqualityimprovementEmployeesterminatedforperformance,otherproblemsNeedsassessmentgaprequiredversusactualskillsforpositions,員工滿意,Attitudesurveystomeasuresatisfactionwithmanyfactorspolicies,pay,leaders,immediatesupervisor,workingconditions,traininghours,etc.Turnovervoluntaryandinvoluntary,byspecificproblemAbsenteeismbyreasonTardinessEmployeesapplyingforopenpositionsfromparticulardepartmentsanindicatorofdissatisfactionNumberofrecognitioneventsandawardsExpendituresonrecognitioneventsEmployeesreceivingrecognitionSafetymeasuresaccidents,dayslostbyreason,環境衝擊,Waterconsumptionand/ordischargeperproductunit,peremployee,orpersalesdollarWastedischargeperproductunit,persalesdollarRegulatorycomplianceauditvariancesPercentofrecycledmaterialusedasrawmaterialinputPercentofwastegeneratedrecycledEnergyconsumedperunit,BTU/$sales,工程設計,DesigncycletimeEngineeringchangesafterdesigncompletionEngineeringchangeordersbyreasonImprovementstoproductsCustomersatisfactionwithproductperformanceReliabilitymeantimebetweenfailuresReductionofpartscountonproductsQualityproblemsattributabletodesign,彈性,Numberofstandard,common,anduniquepartsNumberofdifferentprocesscapabilitiesPercentageofcross-trainedpersonnelProductionsetup/changeovertimeAveragelotsizebeingproducedsmallerisbetter,創新與產品開發,NumberofimprovementsmaketoexistingproductsNumberofnewproductsintroduced/yearNumberofsuccessfulnewproductsPercentageofsalescomingfromnew/improvedproductsNumberofnewfeaturesnotduplicatedbycompetitorsintroducedeachyearthenumberof“firsts”PercentofsalesfromproprietaryproductsPatentsfiled,issued,incorporatedintoproductsMedianpatentageinproductsUseofcurrenttechnologypercentofproductsmadewithtechnologylessthanxxyearsold,存貨,ServicefactorpercentofordersfilledTurnsbyproductandgroup(aggregateturnsisaverygrossindicator)ProductionscheduledelaysbecauseofmaterialshortagesInventoryitemsabove/belowtargetlimitsPhysicalinventoryvariancesShow-movingandobsoleteinventoryExcessinventoryanythingabovenormalrequirementsInventoryaccuracyanderrorratesAdjustmentstoinventoryrecords,維護保養,DowntimeduetodifferenttypesofequipmentfailureUnplannedversusplannedmaintenanceQualityproblemsduetoequipmentfailureAdherencetopreventivemaintenanceschedulesWastecausedbymaintenancetests,市場佔有,Sales/industrysalesratioSalesgrowthrateversusindustrygrowthrateNewaccountsShareofkeyaccountsbusiness,組織發展,EmployeeandmanagementparticipationonteamsCostreductions,otherqualityimprovementsachievedbyteams(measuredascost-of-qualitysavings)Employeesonself-managingteamsEmployeesparticipatinginsuggestionplanSuggestions/employee$savedbysuggestionsTeamsmakingpositivecontributionTeamsachievinggoalsEmployeesandmanagers“buyinginto”qualityimprovementprinciples$spentontrainingasapercentofsalesPositionsfilledbyinternalpromotionversusnewhires,生產力,Sales/employee$produced/employeeUnits/laborhourandlabordollarfordirect,indirect,andtotallaborcostsTotalvalueoffinishedproducts/totalproductioncosts(Overhead+laborcosts)/unitsproduced=valueaddedcostratio(omitmaterialcosts)Spaceproductivitysalesorproductionpersquarefoot,採購,Qualityofvendorsdefectsbytype,returns,deliveryperformance,etc.PercentofpartsfromcertifiedvendorsChangestopurchaseordersbyreasonTotalnumberofvendorslowerisgenerallybetter,providingqualityandcostrequirementsaresatisfiedSavingsrelativetopreviousyearcosts,品質(外部客戶),ComplaintsandcomplimentsCredits/returnsOrderslostandreasonwhyDefectsatinstallationduringfirst90daysDefectrateofthetotalpopulationofequipmentatcustomersitesInternalqualityasaleadingindicatorQualityproblemsdetectedduringproductauditsinthefieldPercentofbidsorproposalsacceptedTechnicalsupportcosts/unitsoldMeantimebetweenfailureServicecallsorcomplaints/unitsoldRevisionstoreportsforcustomerscorrectionsandadditionsCustomerqualitydataCertificationbycustomersAwardsfromcustomers,品質(內部客戶),Costsofqualityrework,rejects,warranties,returnsandallowances,inspectionlaborandequipment,complaintprocessingcostsWasteallforms:scrap,rejects,under-utilizedcapacity,idletime,downtime,excessproduction,etc.YieldnetgoodproductproducedProcessesunderstatisticalcontrolwithsufficientcapabilityProcesses“Poka-Yoked”ormadefoolproofProcesscapabilityProductchangestocorrectdesigndeficienciesAdherencetoscheduletasksbeingperformedontime;jobsaheadorbehindscheduleChangestopurchaseandproductionordersbyreasonNumberoftimesscheduledshiporcompletedatechanges,品質領導,TimespentcommunicatingqualityvaluestoemployeesTimespentonqualityimprovementactivitiesAccomplishmentofqualityimplementationmilestonesEmployeebuy-intoqualityvaluesandconceptsindexPercentpositivefeedbackfromemployeesaftermeetingsAchievementofqualitygoalsQualityindexbasedontheBaldrigeAwardcriteria,銷售品質,Service,responsiveness,knowledge,empathyfromcustomersatisfactionsurveyConformancetocompanyguidelinesforlead-times,quantities,specialmodifications,etc.AccuracyandcompletenessofspecificationsforordersChangestoordersafterinitialplacementcontrollableanduncontrollableTimelinessandaccuracyofpricequotationsandrequestsforsamplesPricingaccuracyComplaintresolutiontimelinessandeffectivenessResponsetimetoinquiriesandspecialrequestsEthicsattributescore,銷售生產力,TimespentonsellingversusadministrativeactivitiesSalestosellingcostsratioSalesprocessperforma