1、講題 : 永續絕經營的企業 世界級的公司 (World -class)講員 : 劉英芳 :liu_ying_fanhotmailSpeaker : Y F Liu, 劉 英 芳Experiences : 1. Technical Director, manufacturing operations, Wyeth Taiwan Corporation 2. Engagement Director- Business Consulting, Unitopia Taiwan 3. Director-Manufacturing Operations, Eli Lilly & Co. Taiwan 4.

2、 Manager- engineering, human resources, production, GMP Plant design and construction Eli Lilly & Co. Taiwan 5. Section chief of Nuclear Power Project, Taiwan Power Co.Education : M. S., Univ. of Mass. At Lowell, U.S. A. 1977 B. S., Tsing-Hua Univ. , 1972 Contact : Mobil phone:0952-612-831 :liu_ying

3、_fanhotmailBusiness operation excellence杰出的企業經營 品質獎MBNQA (美國)1. Leadership, 領導力2. Information and analysis, 資訊及分析3. Strategic planning, 戰略規劃4. Human resource development, 人力資源發展5. Process management, 流程管理6. Business results, 營運成果7. Customer satisfaction, 客戶滿意度European Quality Award (歐洲)1. Leadership

4、2. Policy and strategy3. People management4. Resources5. Processes6. Customer satisfaction7. People satisfaction8. Impact on society9. Business resultsBusiness operation excellence杰出的企業經營 品質獎Deming Award (戴明獎)1. Policies, planning2. Administration3. Education4. Information5. Analysis6. Standardizati

5、on7. Control8. Quality assurance9. Results10. Future plan (未來的規劃) Taiwan National Quality Award (臺灣國家品質獎)1. Value, objective, strategy(經營理念, 目標與集戰略)2. Organization and operation(組織與運作)3. Human resource development(人力發展與運用)4. Information management(資訊管理與運用)5. Research and development(研討發展)6. Quality

6、assurance(品質保証)7. Customer service quality(客戶服務品質)8. Social responsibility(社會責任)9. Total quality performance(全面品管績效)Built to last Collins基業長青Stable core value system, 穩固的價值體系Balanced focus, 兼容並蓄Stretch goals, 高標準Never give up mentality, 堅持與恒心Continuous improvement, 精益求精Organization Capability組織的體質Pe

7、ople - skills, knowledge, character, competency 人才 技藝, 知識, 品格, 才干Processes - management, operations & execution (daily job functioning), learning, teaching 流程 管理, 營運作業, 學習, 教導Product or Technology - innovation, development 產品或技術 創新, 發展 Results - revenues, profits 績效 營收, 利潤Level 5 Hierarchy五個層級12345C

8、ontributing team member有所貢獻的團隊成員 Competent manager,有才干的經理Effectiveleader,有效能的領導者Executive執行長Highly capable individual有才幹的個人TechnicalskillsPeople skillsConceptualskillsQuality Workforce杰出的任務團隊Quality workforce is formed from the quality people who is a master for all the processes required to generat

9、e the results in the job function 由職務上的專才組成 (有才干創造績效)CEO, managers, supervisors, staffs, the first line employees 總裁, 經理, 主管, 幕僚, 第一線員工Process and result流程與成果Processes are actions and skills relevant, 與作業及技藝相關 Process: equipment, material, procedure, . 設備, 資料, 作業方法, .Establish processes in every fun

10、ctional department, 每個作業都要建立流程Standardize all the key processes, 流程標準化continuedResults focus on what has happened within a function, 成果著重發生的事實Define the metrics to monitor the results, 設定指標追蹤成果Use the data from one system, 運用同一系統的資料Keep it simple and visible, 簡明Apply P-D-C-A for continuous improveme

11、nt, 運用 P-D-C-A 執行持續改善 Business operation processes企業經營流程Business plan, 營運計劃Sales and operations planning, 產銷協調計劃 Human resources planning and management, 人力資源規劃與管理Financial planning, reporting, and measurement, 財務規劃, 報告, 衡量指標Manufacturing planning and control, 生產企劃與控管continuedDemand and supply manag

12、ement, 需求與供貨管理 Distribution resource planning, 配送服務管理Data management, 資料管理Education and training, 教育與訓練Quality management system, 品質管理系統 Performance measurements, 績效衡量Philosophy of management管理的哲學Common sense, 普通的常識Simple method, 簡單的方法Simple process, 簡單的流程Simple skills, 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

13、後,貧窮的國家都是欠缺適當的管理About management, 管理的里程碑TaylorDemingPeter Drucker year,年代188119501954Key focus重點Efficiency效率Quality, efficiency, effectiveness品質, 效率, 效果Management,Effectiveness管理, 效果Target目標Labors勞工All employees全體員工Knowledge workers知識工作者Theory理論Work analysis, standard hour工作分析, 標準工時TQM全面品管Self-manag

14、ement自我管理Process/method流程/方法Stop watch, job enlargement/enrichment/rotation, 馬錶, 責任加大/提升/輪調QCC,TQC,JITP-D-C-AEmpowerment,Organization, team授能, 組織, 團隊Application in industry, 在業界的應用Ford automobile factory, 福特汔車Toyota automobile factory, 豐田汽車GM, GE, 3M, MotorolaThe New Business Operations Model 企業經營管理

15、方式 Requirements需求Customers客戶 Satisfaction 滿意High QualityPurpose目的Results 成果PeopleProcesses流程Good Services( ) Less TimeLower CostAdditional Value額外的價值Customer satisfaction客戶滿意度的層次Exceed customer needssatisfy unstated customer needsmeet validated customer needsCustomer Partnership夥伴關係Customer Confiden

16、ce信任Prevent customerComplaints, 預防客戶報怨World class business operation世界級的企業經營Improving the present, 持續改善現況Creating for the future, 創造未來Learning/teaching continuously, 持續的學習及教導working effectively at the same time 同時有效的執行S - curve concept, 生命曲線 The 1st S - curve current processes, existing products, se

17、rvices, people 現有的流程, 產品, 服務, 人員The 2nd S - curve future: direction, innovation, new products, new processes, better services, better teams 未來 方向,創新,產品,流程,服務,團隊 時間成長Business Excellence Equation杰出企業經營的定律To Build and Maintain Quality Workforce建立並維持杰出的任務團隊品質, 本錢, 生產力1. 驗收, 秤料2. 混合 充填3. 化驗 包裝4. 退貨 客戶埋怨?

18、 !Measurement-Managed (數據化管理) v.s.Non-measurement-managed (非數據化管理)M-managedNon-M-managedStrategy consensus對策略的共識 90% 47%Teamwork團隊合作 85% 38%Open comm.坦誠的溝通 71% 30%Effective comm.有效的溝通 60% 8%Employee self-management 員工自動自發 42% 16%Quality Workforce杰出的任務團隊Quality workforce is formed from the quality pe

19、ople who is a master for all the processes required to generate the results in the job function 由職務上的專才組成 (有才干創造績效)CEO, managers, supervisors, staffs, the first line employees 總裁, 經理, 主管, 幕僚, 第一線員工Good to Great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索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Successful element勝利的要素FocusAlignShewart (Deming) cyclefor process improvement1. Plan 計劃2. Do 執行3. Check 檢討4. Act 改善1. Plan/set goals , plan how to achieve them , 設定目標及 行動方案2. Execute the plan 執行計劃3. Follow up the process and results,metr