商業(yè)流程分類系統(tǒng)1商業(yè)流程績效指針的分類系統(tǒng)第1頁關(guān)鍵流程屬性含有策略主要性能創(chuàng)造競爭優(yōu)勢對客戶產(chǎn)生直接衝擊營運關(guān)鍵流程支援驅(qū)動流程跨越職能部門藩籬2商業(yè)流程績效指針的分類系統(tǒng)第2頁流程分類策略主要性關(guān)鍵流程管理流程矯正流程明顯不明顯執(zhí)行次數(shù)多少驅(qū)動流程對客戶衝擊程度高低3商業(yè)流程績效指針的分類系統(tǒng)第3頁關(guān)鍵流程管理與驅(qū)動流程暸解市場與客戶建立願景與策略設計產(chǎn)品與服務行銷與銷售製造產(chǎn)品與提供服務收款與售後服務人力資源發(fā)展與管理資訊管理財務與資產(chǎn)管理環(huán)境管理公關(guān)管理持續(xù)改進與變革管理策略管理與企業(yè)治理4商業(yè)流程績效指針的分類系統(tǒng)第4頁瞭解市場與客戶確認客戶需求與冀求1.1進行質(zhì)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(jiān)測產(chǎn)品與服務滿意度2.2監(jiān)測埋怨對策滿意度2.3監(jiān)測溝通滿意度監(jiān)測市場與客戶期望改變3.1確認產(chǎn)品與服務弱點3.2確認滿足客戶需求創(chuàng)新項目3.3確認客戶對競爭產(chǎn)品與服務反應5商業(yè)流程績效指針的分類系統(tǒng)第5頁建立願景與策略監(jiān)測企業(yè)外環(huán)境1.1分析與了解競爭1.2辨明經(jīng)濟趨勢1.3暸解政治與管制事項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2.3建立事業(yè)策略設計組織結(jié)構(gòu)及其組織單位彼此關(guān)係樹立企業(yè)目標6商業(yè)流程績效指針的分類系統(tǒng)第6頁設計產(chǎn)品與服務轉(zhuǎn)換客戶需求與冀求為產(chǎn)品與服務機能建立產(chǎn)品與服務之壽命周期計畫發(fā)展產(chǎn)品與服務概念與計畫產(chǎn)品原型之設計與評估量產(chǎn)準備監(jiān)測產(chǎn)品與服務績效與修正市場測試實施新產(chǎn)品工程技術(shù)產(chǎn)品/服務管理7商業(yè)流程績效指針的分類系統(tǒng)第7頁行銷與銷售對選定之市場區(qū)隔實施產(chǎn)品/服務行銷1.1發(fā)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接收客戶訂單2.2輸入訂單8商業(yè)流程績效指針的分類系統(tǒng)第8頁製造產(chǎn)品與提供服務製造產(chǎn)品/提供服務所需資源計畫1.1生產(chǎn)設備準備1.2人員招募1.3採購原物料/部件製造產(chǎn)品發(fā)展人力資源技能運送產(chǎn)品/提供服務活動管理流程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)設備維護保養(yǎng)5.5環(huán)境保護5.6持續(xù)改進活動5.7員工教育訓練9商業(yè)流程績效指針的分類系統(tǒng)第9頁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(fā)票售後服務2.1提供到府服務2.2處理產(chǎn)品保證與退回處理2.3提供後續(xù)服務回應客戶詢問3.1回應提供相關(guān)資訊請求3.2處理客戶訴怨10商業(yè)流程績效指針的分類系統(tǒng)第10頁人力資源發(fā)展與管理發(fā)展人力資源策略員工參與員工教育訓練獎勵與表揚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

績效考評制度

離職管理

人力資源管理風險管理勞資關(guān)係與勞工法令11商業(yè)流程績效指針的分類系統(tǒng)第11頁資訊管理資訊系統(tǒng)管理評估與稽核資訊品質(zhì)12商業(yè)流程績效指針的分類系統(tǒng)第12頁財務與資產(chǎn)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(chǎn)結(jié)構(gòu)1.4管理現(xiàn)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(jié)帳財務報告3.1提供外部財務報表3.2提供內(nèi)部財務管理報表進行內(nèi)部稽核稅務資產(chǎn)管理13商業(yè)流程績效指針的分類系統(tǒng)第13頁環(huán)境管理建立環(huán)境管理策略符正當令規(guī)章員工教育訓練執(zhí)行污染防治環(huán)境復健能源節(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)境管理計畫14商業(yè)流程績效指針的分類系統(tǒng)第14頁公關(guān)管理股東公關(guān)管理政府機構(gòu)公關(guān)管理債權(quán)人公關(guān)管理建立公關(guān)計畫董事會公關(guān)管理社區(qū)公關(guān)管理處理法令與道德規(guī)範事宜15商業(yè)流程績效指針的分類系統(tǒng)第15頁持續(xù)改進與變革管理衡量整體組織績效執(zhí)行品質(zhì)評鑑績效標竿研究進行流程改進變革管理執(zhí)行全方面品質(zhì)管理執(zhí)行六標準差策略改進活動16商業(yè)流程績效指針的分類系統(tǒng)第16頁流程績效指標分類系統(tǒng)17商業(yè)流程績效指針的分類系統(tǒng)第17頁績效指標分類(非財務類)企業(yè)發(fā)展客戶滿意客戶服務員工發(fā)展員工滿意工程設計環(huán)境衝擊彈性創(chuàng)新與產(chǎn)品開發(fā)供應商績效存貨維護保養(yǎng)市場佔有組織發(fā)展生產(chǎn)力採購品質(zhì)銷售品質(zhì)銷售生產(chǎn)力排程18商業(yè)流程績效指針的分類系統(tǒng)第18頁企業(yè)發(fā)展Newbusinessfromproducts,geographicpenetration,demographicpenetrationPerformanceandcustomersatisfactionratingscomparedtobenchmarksCertificationsfromcustomers-percentofbusinessdoneascertifiedsupplierQualityimprovementrate19商業(yè)流程績效指針的分類系統(tǒng)第19頁客戶滿意Customerexpectationsvs.companyperformance–bysurveyCompanyperformancevs.competition–bysurveyComplaintsReturnsandallowancesLostaccountsOrderfrequencySatisfactionwitheachaspectofgoodsorservices–sales,technicalsupport,response,quality,value/costratio,etc.20商業(yè)流程績效指針的分類系統(tǒng)第20頁客戶服務CallsnotansweredinxxsecondsCallsonholdlongerthanxxsecondsCallstransferredtoanotherpartyAbandonrate–callergivesupInquiryprocessingtimeQueuetimeofpeoplewaitinginlineCreditrequestprocessingtimeOrders/inquiriesnotprocessedwithintimelimitsComplaintsnotresolvedonfirstcallComplaintsnotresolvedin24hoursDegreeofsatisfactionwitcomplaintresolutionCourtesy,knowledge,empathy,responsiveness–bysurvey,responsecardOrderentryerrorrateOrderfulfillmentaccuracyBackorderrateOn-timedeliveryrateOrdersshippedcompleteandontimeActualshipdateversusrequestedandpromiseddateActualshipdateversusrevisedrequestdateOrderscanceledandreasonforcancellation21商業(yè)流程績效指針的分類系統(tǒng)第21頁員工發(fā)展EmployeesthathavecompletedapersonaldevelopmentplanEmployeescomplyingwiththeirdevelopmentplanTraininghoursperemployeeperyearEmployeesthathaveimprovedskillsduringpastyearEmployeescertifiedforskilledjobfunctionsorpositionsEmployeeswhohaveinteractedwithcustomersEmployeesinvolvedinplanningEmployeeswithspendingauthorityEmployeebuy-intoqualityimprovementEmployeesterminatedforperformance,otherproblemsNeedsassessmentgap–requiredversusactualskillsforpositions22商業(yè)流程績效指針的分類系統(tǒng)第22頁員工滿意Attitudesurveystomeasuresatisfactionwithmanyfactors–policies,pay,leaders,immediatesupervisor,workingconditions,traininghours,etc.Turnover–voluntaryandinvoluntary,byspecificproblemAbsenteeismbyreasonTardinessEmployeesapplyingforopenpositionsfromparticulardepartments–anindicatorofdissatisfactionNumberofrecognitioneventsandawardsExpendituresonrecognitioneventsEmployeesreceivingrecognitionSafetymeasures–accidents,dayslostbyreason23商業(yè)流程績效指針的分類系統(tǒng)第23頁環(huán)境衝擊Waterconsumptionand/ordischargeperproductunit,peremployee,orpersalesdollarWastedischargeperproductunit,persalesdollarRegulatorycompliance–auditvariancesPercentofrecycledmaterialusedasrawmaterialinputPercentofwastegeneratedrecycledEnergyconsumedperunit,BTU/$sales24商業(yè)流程績效指針的分類系統(tǒng)第24頁工程設計DesigncycletimeEngineeringchangesafterdesigncompletionEngineeringchangeorders–byreasonImprovementstoproductsCustomersatisfactionwithproductperformanceReliability–meantimebetweenfailuresReductionofpartscountonproductsQualityproblemsattributabletodesign25商業(yè)流程績效指針的分類系統(tǒng)第25頁彈性Numberofstandard,common,anduniquepartsNumberofdifferentprocesscapabilitiesPercentageofcross-trainedpersonnelProductionsetup/changeovertimeAveragelotsizebeingproduced–smallerisbetter26商業(yè)流程績效指針的分類系統(tǒng)第26頁創(chuàng)新與產(chǎn)品開發(fā)NumberofimprovementsmaketoexistingproductsNumberofnewproductsintroduced/yearNumberofsuccessfulnewproductsPercentageofsalescomingfromnew/improvedproductsNumberofnewfeaturesnotduplicatedbycompetitorsintroducedeachyear–thenumberof“firsts”PercentofsalesfromproprietaryproductsPatentsfiled,issued,incorporatedintoproductsMedianpatentageinproductsUseofcurrenttechnology–percentofproductsmadewithtechnologylessthanxxyearsold27商業(yè)流程績效指針的分類系統(tǒng)第27頁存貨Servicefactor–percentofordersfilledTurnsbyproductandgroup(aggregateturnsisaverygrossindicator)ProductionscheduledelaysbecauseofmaterialshortagesInventoryitemsabove/belowtargetlimitsPhysicalinventoryvariancesShow-movingandobsoleteinventoryExcessinventory–anythingabovenormalrequirementsInventoryaccuracyanderrorratesAdjustmentstoinventoryrecords28商業(yè)流程績效指針的分類系統(tǒng)第28頁維護保養(yǎng)DowntimeduetodifferenttypesofequipmentfailureUnplannedversusplannedmaintenanceQualityproblemsduetoequipmentfailureAdherencetopreventivemaintenanceschedulesWastecausedbymaintenancetests29商業(yè)流程績效指針的分類系統(tǒng)第29頁市場佔有Sales/industrysalesratioSalesgrowthrateversusindustrygrowthrateNewaccountsShareofkeyaccounts’business30商業(yè)流程績效指針的分類系統(tǒng)第30頁組織發(fā)展EmployeeandmanagementparticipationonteamsCostreductions,otherqualityimprovementsachievedbyteams(measuredascost-of-qualitysavings)Employeesonself-managingteamsEmployeesparticipatinginsuggestionplanSuggestions/employee$savedbysuggestionsTeamsmakingpositivecontributionTeamsachievinggoalsEmployeesandmanagers“buyinginto”qualityimprovementprinciples$spentontrainingasapercentofsalesPositionsfilledbyinternalpromotionversusnewhires31商業(yè)流程績效指針的分類系統(tǒng)第31頁生產(chǎn)力Sales/employee$produced/employeeUnits/laborhourandlabordollarfordirect,indirect,andtotallaborcostsTotalvalueoffinishedproducts/totalproductioncosts(Overhead+laborcosts)/unitsproduced=valueaddedcostratio(omitmaterialcosts)Spaceproductivity–salesorproductionpersquarefoot32商業(yè)流程績效指針的分類系統(tǒng)第32頁採購Qualityofvendors–defectsbytype,returns,deliveryperformance,etc.PercentofpartsfromcertifiedvendorsChangestopurchaseorders–byreasonTotalnumberofvendors–lowerisgenerallybetter,providingqualityandcostrequirementsaresatisfiedSavingsrelativetopreviousyearcosts33商業(yè)流程績效指針的分類系統(tǒng)第33頁品質(zhì)(外部客戶)ComplaintsandcomplimentsCredits/returnsOrderslost–andreasonwhyDefectsatinstallationduringfirst90daysDefectrateofthetotalpopulationofequipmentatcustomersitesInternalquality–asaleadingindicatorQualityproblemsdetectedduringproductauditsinthefieldPercentofbidsorproposalsacceptedTechnicalsupportcosts/unitsoldMeantimebetweenfailureServicecallsorcomplaints/unitsoldRevisionstoreportsforcustomers–correctionsandadditionsCustomerqualitydataCertificationbycustomersAwardsfromcustomers34商業(yè)流程績效指針的分類系統(tǒng)第34頁品質(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–byreasonNumberoftimesscheduledshiporcompletedatechanges35商業(yè)流程績效指針的分類系統(tǒng)第35頁品質(zhì)領導TimespentcommunicatingqualityvaluestoemployeesTimespentonqualityimprovementactivitiesAccomplishmentofqualityimplementationmilestonesEmployeebuy-intoqualityvaluesandconceptsindexPercentpositivefeedbackfromemployeesaftermeetingsAchievementofqualitygoalsQualityindexbasedontheBaldrigeAwardcriteria36商業(yè)流程績效指針的分類系統(tǒng)第36頁銷售品質(zhì)Service,responsiveness,knowledge,empathy–fromcustomersatisfactionsurveyConformancetocompanyguidelinesforlead-times,quantities,specialmodifications,etc.AccuracyandcompletenessofspecificationsforordersChangestoordersafterinitialplacement–controllableanduncontrollableTimelinessandaccuracyofpricequotationsandrequestsforsamplesPricingaccuracyComplaintresolutiontimelinessandeffectivenessResponsetimetoinquiriesandspecialrequestsEthicsattributescore37商業(yè)流程績效指針的分類系統(tǒng)第37頁銷售生產(chǎn)力TimespentonsellingversusadministrativeactivitiesSalestosellingcostsratioSalesprocessperformanceQueue/production38商業(yè)流程績效指針的分類系統(tǒng)第38頁排程Actualversusscheduledcompletedatebyworkcenter,department,productioncellLateitemsaspercentofaveragedailyproductionSchedulechanges–controlledanduncontrolledTimelostduetoschedul