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CostandPerformanceManagement:CreatingValuewithMeasures

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FocusedManagementInc.FacilitatingPerformanceImprovementThroughBetterUseOfInformationAndTheApplicationOfDecisionSupportTools2022/12/20AtIssueEveryorganizationneedstomeasureandmanageperformancetosatisfythedemandsofstakeholdersToday’smeasurementandmanagementmethodsaremuchbetterthaninthepastbutneedtobeconnectedtogetherThespeedofchangeandinformationagecomputingandcommunicationsleavelittlemarginforerrorsDecisionmakingneedsfactsTheFishTankSyndromeIfeachpersondescribedwhattheysaw,woulditbethesamedescription?Perspectivesvary!–Whichiscorrect?Implicationsof

TheFishTankSyndromeWeneedavarietyofperspectivesandwithwhichtoobtainabalanced,disciplinedanddynamicviewofourbusinesses

Weneedtodevelopacommon/agreedunderstandingofthebusinessandallofitscharacteristics

WeneedaconstantlyavailablesetofreferencepointstowhichwecanreturnWeneedalivingrepositoryinwhichlocateandmaintainknowledgeResult–WhatIsAtStakeInappropriatemeasurementsystemscanbecostlyexperimentsSobey’s$50mERPwriteoffBoeing’sproductionproblemsinthelate1990’sMalcolmBaldridgewinner,WallaceCo’bankruptFortune500companieswillfacea$31.5BillionknowledgedeficitnextyearByhowmuchcanprofitbeincreasedbychangingyourproduct/marketmixtofocusonyourmostprofitableproductsPerformanceArchitectureAcombinationofabusinesslogicmethodology,relevantsoftwareandsystemscapability.Thelinksbetweenthetoolsareasimportantasthetoolsthemselves.PerformanceArchitecturetoDriveValueSystemsEnabledPerformanceStakeholderNeed/ValuesCustomersShareholdersEmployeesetc.ProcessManagementHumanPerformanceIN

OUTPerformanceMeasuresScorecardOrganizationDesignandCompensationBestPracticesActivityBasedManagementActivityGoalsMeasuresResultsProcessGoalsMeasuresResultsOrganizationGoalsMeasuresResultsTIMEQUALITYFINANCIALQUANTITYStrategicPlanUnderstandtheOrganizationValue-BasedManagement“VBMisaholisticmanagementapproachthatencompassesredefinedgoals,redesignedorganizationalstructuresandsystems,rejuvenatedstrategicandoperationalprocesses,andevenrevampedhumanresourcespractices”.“ThisholisticpracticeofVBMisinsharpcontrasttothefinance-drivenappearancethatVBMhastakenoninthepast…”INSEADWorkingPaper,Areyou(Really)ManagingforValue?ValueCreationisanOperationalIssue!LinkedtoSevenValueDrivers:SalesgrowthrateOperatingprofitmarginCashincometaxrateWorkingcapitalFixedcapitalCostofcapital-(WACC)GrowthdurationperiodCreatingshareholdervaluerequiresintensefocuson:DeliveringbenefitstocustomerinmostefficientwayHiring/retainingmotivatedworkforceMaintainingexcellentsupplierrelationshipsGoodcitizeninlocalcommunitiesProcessesarewheretheworkisdone“Ifyoucan’’tdescribewhatyouaredoingasaprocess,youdon’’tknowwhatyouaredoing.””W.EdwardDemingProcess’sareconnectedtotheappropriateknowledgeandlearningelements.Allfocusedonthesuccessfulperformanceofasingletask.Processeslinkorganizationgoalsandmeasurestohumanperformanceandactivities.HowWeOrganizeOurselves

TheThreeLevelsofPerformanceMarketSuppliersCIOFIII.Performer/JobLevelII.ProcessLevelI.OrganizationLevelProductsServicesNeedsOrganizationWorkisPerformedby

SystemsofProcessesAlignmentofjobs,activitiesandprocesseswithtotalorganizationgoalsiscriticaltothesuccessoftheorganization.Sharedserviceorganizationsareanintegralcomponent.purchaseorderordersinvoicesamples/ductrequestsextrusionsSUPPLIERSCUSTOMERSpromotionsOrderFulfillmentStorePick,pack,shipbill,collectStrategicPlanningPlanning&ControlProductDevelopmentTestdieBuilddiedesignProductionProductmadeProcurementBuymaterialStore&issueOrderGenerationOrderenteredpromotionInStockWorkorderSalesorderproductRequisitionMaterialsLinetimeNewDiesGoals/plansPerformancereportsPricetargetsYesNoHumanResources/Systems/Maintenance/FacilitiesSupportprocessesCorp.Gov.6%7%4%48%22%13%DetailedProcessMapCustomerCallCenterFirstLevelTechnicalDep’tSecondLevelTechnicalDep’tInventoryManagementSchedulingLogisticsSiteTechnicianEscalationR&DCallCloseTransferorRerouteCustomerinformedofSolutionCallTransferReferencedocsPredictivecall(electronical)CustomercallsIVRRoutingHWProblemIdentify-Customer-Product-SLAVerifyEntitlementValidationCompleted?HardwareLogCallRe-repairQualifiedbyKnowledgetoolsToProcess5Installation?1stlevelproduct?RerouteIdentifyProblemRemotesolved?HWProblem?Qualificationdone?ProblemIDIdentifyPartIdentityDeliveryMethod(orderparts-somecountries)SolutionskillIDDispneeded?LaunchesCourierLogisticProcessSolutionIdentified?ValidationIdentifyPreblemIDpartIDDMSolutionskillDispneededCustomertold2ndLinewillcallbackRemoteorProblemsolved?PredictiveGroupRoutetoP2HelprequiredTechnicalAssistantResearches/SuggestsSolutionIdentifyon-siteResourcesOrderPartsAssignCall(someDeliverymethodautomated)ToInstallationProcessTech’ndispatchedPartsProcessCEgoestositecollectspartsRepaircompleted?FinishRepairEscalationProcessProcesssameasDivXR&DProcessOffLineValidationClosecallClosecallClosecallNoNoNoYesYesNoYesYesNoNoYesYesNoYesYesNoYesNoYesNoYesYesNoYesYesNoNoYesNoNoYesYesNoNoYesServiceDeliveryProcessActivityCostResultsActivityDriverDriverQtyActivityCost$/Unit#CreditControlTransactions1,893

36,414

19.24#3PieceHeight&DiaChangeovers20

171,200

8,560.00#3PieceHeightChangeovers59

43,850

743.22#InkMixes6,401

68,276

10.67#ProductsCosted115

5,550

48.26#TradedSalesTransactions866

7,162

8.27#Plant7WorksOrderIssues40,551

48,084

1.19#Hrs.Run3Pc.GoodProducts22,261

1,305,303

58.64#Hrs.RunDRDGoodProducts14,477

1,100,338

76.01#Hrs.RunMarq.GoodProducts9,078

1,205,748

132.82#Hrs.RunRect.LineGoodProducts2,981

410,534

137.72ABC&ProcessAnalysis:ThoughtfulInteractionServiceDeliveryProcessCustomerCallCenterFirstLevelTechnicalDep’tSecondLevelTechnicalDep’tInventoryManagementSchedulingLogisticsSiteTechnicianEscalationR&DCallCloseTransferorRerouteCustomerinformedofSolutionCallTransferReferencedocsPredictivecall(electronical)CustomercallsIVRRoutingHWProblemIdentify-Customer-Product-SLAVerifyEntitlementValidationCompleted?HardwareLogCallRe-repairQualifiedbyKnowledgetoolsToProcess5Installation?1stlevelproduct?RerouteIdentifyProblemRemotesolved?HWProblem?Qualificationdone?ProblemIDIdentifyPartIdentityDeliveryMethod(orderparts-somecountries)SolutionskillIDDispneeded?LaunchesCourierLogisticProcessSolutionIdentified?ValidationIdentifyPreblemIDpartIDDMSolutionskillDispneededCustomertold2ndLinewillcallbackRemoteorProblemsolved?PredictiveGroupRoutetoP2HelprequiredTechnicalAssistantResearches/SuggestsSolutionIdentifyon-siteResourcesOrderPartsAssignCall(someDeliverymethodautomated)ToInstallationProcessTech’ndispatchedPartsProcessCEgoestositecollectspartsRepaircompleted?FinishRepairEscalationProcessProcesssameasDivXR&DProcessOffLineValidationClosecallClosecallClosecallNoNoNoYesYesNoYesYesNoNoYesYesNoYesYesNoYesNoYesNoYesYesNoYesYesNoNoYesNoNoYesYesNoNoYesABCACTIVITY#524CALLRECEIPT$0.2mABCACTIVITY#355CUSTOMERQUALIFICATION$1.1mABCACTIVITY#274DISPATCHPARTS$0.3mABCACTIVITY

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ON-SITEFIX$7.9mTotalProcessCost=$9.5mCostedProcessProcess:TOTALCOSTOrderFulfillmentProcess:$4,437,716ActivitiesInProcess:CostApprovecreditsCollectingaccountsFreightdeliverycostEntercreditnotesEntercustomerordersFreightpalletmilescostPickloosecasesPickingpalletsPaypromotionalclaimsShippingpaperworkDriver#Credits#Orders#Orders#Credits#Orders#PalletXMiles#LooseCases#Pallets#Claims#Orders170,123499,689167,546154,539661,3891,035,546843,869305,769395,342203,903ActivityAnalysisThefirststepinanABCanalysisistounderstandwhatactivitiesareperformedintheorganization.ActivitySurveyQuestionnaire(ASQ)facilitatessimpleandefficientcollectionofactivitydatathroughouttheorganization,preparesthedataforimportintoanalysistoolsandproducesdraftactivityandprocesscosts.Let’sseeASQinactionPharmacyBestPracticeAnalysisUnitCostComparisonActivityIowaLosAngelesNewYorkTempeMichiganReceiveorders0.09

0.15

0.16

0.06

0.06

Orderset-up0.83

0.59

1.22

0.84

0.71

CheckingRXs0.68

0.60

0.59

0.24

0.76

FilehardcopyRXs&scan0.07

0.10

0.16

0.12

0.25

Processinventory0.07

0.04

0.07

0.03

0.21

Bag&shiporders12.06

7.72

8.45

6.90

7.47

Product/CustomerABCProfitVBMProduct/CustomerEconomicProfitKeyProcessMeasuresMeasurescanbelimitedtoM1(endofprocess)andM2(sub-process)measuresM1-EM2M1-IExternal/CustomerMeasuresInternal/BusinessMeasuresSubprocessMeasuresM1-ECUSTOMERFUNCTIONAFUNCTIONBFUNCTIONCM2M2M2M2M1-EM1-ILinkingProcesstoJob“SHOULD”PROCESSMAPCustomerFunctionAFunctionCFunctionDCROSS-FUNCTIONALROLE/RESPONSIBILITYMATRIXFunctionsandOutputsFunctionAFunctionBFunctionCFunctionD“Should”

MacroStepsFUNCTIONALROLE/RESPONSIBILITYMATRIX“Should”

ProcessStepsJobsandOutputsJob1Job2Job3Job4FunctionB

OutputsConsequencesInputOutputFeedbackHumanPerformanceSystem“IS”PROCESSMAPMeasuresEverywhereProcessMeasuresWorksheetMaterialAcquisitionProcessTotalProcessMeasuresDimensionCurrentPerformanceMeasureShortTermGoalLongTermGoalActionstobetakenProcessOutputBench-marksPerspectivesofMeasurement(Create&Gather)(Store&Deploy)(Use&Learn)processesknowledgetrainingInsights,Procedures,Guidelines,ExpertiseFrontlinesBusinessRepository:yourcorporateDNAFeedbackKnowledgeManagementCreates““LivingProcesses””Web/IntranetInternalorExternalCustomerThePerformancePoint!MeasuresSoftwaretoInfluenceHumanBehaviorDistributionofconsistentandappropriatemeasurementinformationtoeveryoneintheorganizationisfundamentaltoexecutionofA/VBMUseofcomputertechnologies-datawarehouse,OLAPandpresentationlayersoftwareprovidethe““media””ofdistributionItisthemediathatfacilitatesorganizationchange.ThemarriageofmanagementphilosophywithtechnologyandtheimperativetocreatevalueThemediaisrepresentedbythepresentationofcurrentmeasuresandperformanceinformationoncomputerscreenstoallaccountablepartiesThesuiteoftoolsincludessoftwaretoperformsimulationmodelingofprocessesandeconomicperformanceSampleMeasurementScorecard/DashboardFocusedManagementInfoCenter©©PersonalProductCustomerProjectsPresentationsFinancialModelsNewsLinksInfo&ProfitInfo&ProfitData&AnalysisE-mailNewflashes&Alerts-market-competition-industry-companyinfoandalerts(pushtechnology)CalendarTasksStockPriceExternalLinksThePerformanceArchitecture-ScorecardWithLinksanddrilldownTheOrganizationMyPartoftheOrganization2022/12/14DrivingPerformanceinOrganizationDeterminestakeholderneedsDeveloporganizationstrategyAnalyzeactivities,processesandmeasuresDeterminecosts,currentperformanceandbenchmarkEstablishperformancestandardsEstablishgoals/budgets&actionplansDeploymeasuresandknowledgerepositorysystemsWorldClassToolsToLeadYouIntoTheFutureThePerformanceManagementPortalProCartaActivitySurveyQuestionnaireOthersoftwareApplications:ActivityBasedCostingERPDatabaseInternetCRMStrategyReviewValueBasedManagementBusinessProcessImprovementandManagementBalancedPerformanceMeasurementActivityBasedManagement/BudgetingERP/DatabasesCRMPortals/PresentationABM/KnowledgeManagementSystemsPlanningandAnalysisSystemsImplementationManagedServices&TrainingValueCreatingMethodologiesInformationTechnologyServicesSoftwareValueCreatingSolutions=PerformanceInformationTechnologyPortalsAssessmentsTrainingDesignConsultingFacilitationAtFocusedManagementInc.wearedevotedtocreatingvalueforourclientsbyworkingwiththeirstafftotransferskillsandknowledgethroughtheimplementationofhighlyrespectedandprovenperformancemanagementmethodologiesandsoftwaresolutions.Ourmarketled,technologyfocusenablesustoprovideresponsive,comprehensivesolutionsthatlinkstrategywithpracticalrOurseasonedteamofprofessionalswilladdressstrategy,operations,risk,andtechnologyissuesindesigningandfacilitatingend-to-endsolutionsthatarespecifictoaclient’ssituationandbusinessneeds.WehaveprofessionalstaffinNorthAmericaandaffiliatesaroundtheworldwhoprovidestrategic,operationsimprovementandsystemsintegrationconsultingtoorganizationsinallsegments.Seasonedprofessionals,powerfulsoftwareworkingwithyourpeopletoachievebusinessobjectivesFocusedManagementInc.ThePartnershiptoImplementYourPerformanceArchitectureDomainKnowledgeFMIServicesPerformanceArchitectureFacilitationProcessImprovement&ManagementActivityBasedCosting/ManagementValueBasedManagementKnowledgeManagementSystemsInformationPortalsOrganizationDesignClient-serversystemsintegrationCRM&ERPSystemsintegrationWeBelievein:Value,Velocity&IntegrityNetworkServicesCPRailTelusAT&TMCIWorldComOntarioHydroRogersCableConsumerProducts/DistributionESI/ValueRxKellogg’’sHewlettPackardMcNeilConsumerProducts…PartialListofClientsManufacturingLOFPilkingtonVolkswagenCanadaDuPontProcorGovernmentServicesCanadianNavyCityofBurlingtonCityofSanDiegoRegionofHaltonCanadianCoastGuardCityofKitchenerAlbertaEnvironmentalProtectionFinancialServicesCitibank-NY&BrazilBancoWieseToyotaMotorCreditCorp.CanadaTrustZurichInsuranceSunLifeInsuranceTDBankFidelityInvestmentsContactInformationPleaseContactUsAt:905-829-2658PSharman@www.FocusedM2022/12/149、静夜四四无邻，，荒居旧旧业贫。。。12月-2212月-22Wednesday,December14,202210、雨中黄黄叶树，，灯下白白头人。。。00:40:2200:40:2200:4012/14/202212:40:22AM11、以以我我独独沈沈久久，，愧愧君君相相见见频频。。。。12月月-2200:40:2200:40Dec-2214-Dec-2212、故故人人江江海海别别，，几几度度隔隔山山川川。。。。00:40:2200:40:2200:40Wednesday,December14,202213、乍见翻疑疑梦，相悲悲各问年。。。12月-2212月-2200:40:2200:40:22December14,202214、他乡生白发发，旧国见青青山。。14十二月月202212:40:22上午午00:40:2212月-2215、比不了得就就不比，得不不到的就不要要。。。十二月2212:40上上午12月-2200:40December14,202216、行动出出成果，，工作出出财富。。。2022/12/140:40:2300:40:2314December202217、做前，能够够环视四周；；做时，你只只能或者最好好沿着以脚为为起点的射线线向前。。12:40:23上午午12:40上上午00:40:2312月-229、没有有失败败，只只有暂暂时停停止成成功！！。12月月-2212月月-22Wednesday,December14,202210、很多多事情情努力力了未未必有有结果果，但但是不不努力力却什什么改改变也也没有有。。。