流程績(jī)效指針的分類系統(tǒng)

商業(yè)流程的分類系統(tǒng)1核心流程的屬性具有策略的重要性能創(chuàng)造競(jìng)爭(zhēng)優(yōu)勢(shì)對(duì)客戶產(chǎn)生直接的衝擊營(yíng)運(yùn)的核心流程支援的驅(qū)動(dòng)流程跨越職能部門(mén)的藩籬2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(zhí)行的次數(shù)多少驅(qū)動(dòng)流程對(duì)客戶的衝擊程度高低3核心流程管理與驅(qū)動(dòng)流程暸解市場(chǎng)與客戶建立願(yuàn)景與策略設(shè)計(jì)產(chǎn)品與服務(wù)行銷(xiāo)與銷(xiāo)售製造產(chǎn)品與提供服務(wù)收款與售後服務(wù)人力資源發(fā)展與管理資訊管理財(cái)務(wù)與資產(chǎn)管理環(huán)境管理公關(guān)管理持續(xù)改善與變革管理策略管理與公司治理4瞭解市場(chǎng)與客戶確認(rèn)客戶需求與冀求1.1進(jìn)行質(zhì)化評(píng)鑑1.1.1進(jìn)行客戶訪談1.1.2進(jìn)行焦點(diǎn)團(tuán)體訪談1.2進(jìn)行量化評(píng)鑑1.2.1進(jìn)行客戶訪查1.3預(yù)測(cè)客戶購(gòu)買(mǎi)行為衡量客戶滿意2.1監(jiān)測(cè)產(chǎn)品與服務(wù)滿意度2.2監(jiān)測(cè)抱怨對(duì)策的滿意度2.3監(jiān)測(cè)溝通的滿意度監(jiān)測(cè)市場(chǎng)與客戶期望的改變3.1確認(rèn)產(chǎn)品與服務(wù)的弱點(diǎn)3.2確認(rèn)滿足客戶需求的創(chuàng)新項(xiàng)目3.3確認(rèn)客戶對(duì)競(jìng)爭(zhēng)產(chǎn)品與服務(wù)的反應(yīng)5建立願(yuàn)景與策略監(jiān)測(cè)企業(yè)外環(huán)境1.1分析與了解競(jìng)爭(zhēng)1.2辨明經(jīng)濟(jì)趨勢(shì)1.3暸解政治與管制事項(xiàng)1.4評(píng)估創(chuàng)新科技1.5了解人口資料1.6了解社會(huì)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(chǎng)2.2建立願(yuàn)景與任務(wù)2.3建立事業(yè)策略設(shè)計(jì)組織結(jié)構(gòu)及其組織單位彼此的關(guān)係樹(shù)立企業(yè)目標(biāo)6設(shè)計(jì)產(chǎn)品與服務(wù)轉(zhuǎn)換客戶需求與冀求為產(chǎn)品與服務(wù)機(jī)能建立產(chǎn)品與服務(wù)之壽命周期計(jì)畫(huà)發(fā)展產(chǎn)品與服務(wù)概念與計(jì)畫(huà)產(chǎn)品原型之設(shè)計(jì)與評(píng)估量產(chǎn)準(zhǔn)備監(jiān)測(cè)產(chǎn)品與服務(wù)績(jī)效與修正市場(chǎng)測(cè)試實(shí)施新產(chǎn)品工程技術(shù)產(chǎn)品/服務(wù)管理7行銷(xiāo)與銷(xiāo)售對(duì)選定之市場(chǎng)區(qū)隔實(shí)施產(chǎn)品/服務(wù)行銷(xiāo)1.1發(fā)展廣告策略1.2預(yù)估廣告策略所需資金與資源1.3確認(rèn)目標(biāo)客戶與其需求1.4銷(xiāo)售預(yù)測(cè)1.5銷(xiāo)售活動(dòng)1.6報(bào)價(jià)1.7談判活動(dòng)處理客戶訂單2.1接受客戶訂單2.2輸入訂單8製造產(chǎn)品與提供服務(wù)製造產(chǎn)品/提供服務(wù)所需資源計(jì)畫(huà)1.1生產(chǎn)設(shè)備準(zhǔn)備1.2人員招募1.3採(cǎi)購(gòu)原物料/部件製造產(chǎn)品發(fā)展人力資源技能運(yùn)送產(chǎn)品/提供服務(wù)活動(dòng)管理流程5.1監(jiān)測(cè)訂單狀況5.2庫(kù)存管理5.3品質(zhì)保證5.4生產(chǎn)設(shè)備維護(hù)保養(yǎng)5.5環(huán)境保護(hù)5.6持續(xù)改善活動(dòng)5.7員工教育訓(xùn)練9收款與售後服務(wù)請(qǐng)款活動(dòng)1.1客戶請(qǐng)款資料建立與維護(hù)1.2呈送發(fā)票售後服務(wù)2.1提供到府服務(wù)2.2處理產(chǎn)品保證與退回處理2.3提供後續(xù)服務(wù)回應(yīng)客戶詢問(wèn)3.1回應(yīng)提供相關(guān)資訊的請(qǐng)求3.2處理客戶訴怨10人力力資資源源發(fā)發(fā)展展與與管管理理發(fā)展展人人力力資資源源策策略略員工工參參與與員工工教教育育訓(xùn)訓(xùn)練練獎(jiǎng)勵(lì)勵(lì)與與表表?yè)P(yáng)揚(yáng)維持持員員工工福福利利與與士士氣氣工作作輪輪調(diào)調(diào)制制度度與與雙雙梯梯晉晉升升制制度度招募募、、遴遴選選與與任任用用職位位評(píng)評(píng)價(jià)價(jià)績(jī)效效考考核核制制度度離職職管管理理勞資關(guān)係與勞工法令11資訊訊管管理理資訊訊系系統(tǒng)統(tǒng)管管理理評(píng)估估與與稽稽核核資資訊訊品品質(zhì)質(zhì)12財(cái)務(wù)務(wù)與與資資產(chǎn)產(chǎn)管管理理管理理財(cái)財(cái)務(wù)務(wù)資資源源1.1預(yù)預(yù)算算制制度度1.2管管理理資資源源重重置置1.3設(shè)設(shè)計(jì)計(jì)資資產(chǎn)產(chǎn)結(jié)結(jié)構(gòu)構(gòu)1.4管管理理現(xiàn)現(xiàn)金金流流量量處理理財(cái)財(cái)務(wù)務(wù)與與會(huì)會(huì)計(jì)計(jì)交交易易2.1處處理理應(yīng)應(yīng)付付帳帳款款2.2處處理理薪薪資資2.3處處理理應(yīng)應(yīng)收收帳帳款款2.4結(jié)結(jié)帳帳財(cái)務(wù)務(wù)報(bào)報(bào)告告3.1提提供供外外部部財(cái)財(cái)務(wù)務(wù)報(bào)報(bào)表表3.2提提供供內(nèi)內(nèi)部部財(cái)財(cái)務(wù)務(wù)管管理理報(bào)報(bào)表表進(jìn)行行內(nèi)內(nèi)部部稽稽核核稅務(wù)務(wù)資產(chǎn)產(chǎn)管管理理13環(huán)境境管管理理建立立環(huán)環(huán)境境管管理理策策略略符合合法法令令規(guī)規(guī)章章員工工教教育育訓(xùn)訓(xùn)練練執(zhí)行行污污染染防防治治環(huán)境境復(fù)復(fù)健健能源源節(jié)節(jié)約約政府府與與公公共共關(guān)關(guān)係係管理理環(huán)環(huán)境境資資訊訊系系統(tǒng)統(tǒng)監(jiān)測(cè)測(cè)環(huán)環(huán)境境管管理理計(jì)計(jì)畫(huà)畫(huà)14公關(guān)關(guān)管管理理股東東公公關(guān)關(guān)管管理理政府府機(jī)機(jī)構(gòu)構(gòu)公公關(guān)關(guān)管管理理債權(quán)權(quán)人人公公關(guān)關(guān)管管理理建立立公公關(guān)關(guān)計(jì)計(jì)畫(huà)畫(huà)董事事會(huì)會(huì)公公關(guān)關(guān)管管理理社區(qū)區(qū)公公關(guān)關(guān)管管理理處理理法法令令與與道道德德規(guī)規(guī)範(fàn)範(fàn)事事宜宜15持續(xù)續(xù)改改善善與與變變革革管管理理衡量量整整體體組組織織績(jī)績(jī)效效執(zhí)行行品品質(zhì)質(zhì)評(píng)評(píng)鑑鑑績(jī)效效標(biāo)標(biāo)竿竿研研究究進(jìn)行行流流程程改改善善變革革管管理理執(zhí)行行全全面面品品質(zhì)質(zhì)管管理理執(zhí)行行六六標(biāo)標(biāo)準(zhǔn)準(zhǔn)差差策策略略改改善善活活動(dòng)動(dòng)16流程程績(jī)績(jī)效效指指標(biāo)標(biāo)的的分分類類系系統(tǒng)統(tǒng)17績(jī)效效指指標(biāo)標(biāo)的的分分類類(非非財(cái)財(cái)務(wù)務(wù)類類)企業(yè)業(yè)發(fā)發(fā)展展客戶戶滿滿意意客戶戶服服務(wù)務(wù)員工工發(fā)發(fā)展展員工工滿滿意意工程程設(shè)設(shè)計(jì)計(jì)環(huán)境境衝衝擊擊彈性性創(chuàng)新新與與產(chǎn)產(chǎn)品品開(kāi)開(kāi)發(fā)發(fā)供應(yīng)應(yīng)商商績(jī)績(jī)效效存貨貨維護(hù)護(hù)保保養(yǎng)養(yǎng)市場(chǎng)場(chǎng)佔(zhàn)佔(zhàn)有有組織織發(fā)發(fā)展展生產(chǎn)產(chǎn)力力採(cǎi)購(gòu)購(gòu)品質(zhì)質(zhì)銷(xiāo)售售品品質(zhì)質(zhì)銷(xiāo)售售生生產(chǎn)產(chǎn)力力排程程18企業(yè)業(yè)發(fā)發(fā)展展Newbusinessfromproducts,geographicpenetration,demographicpenetrationPerformanceandcustomersatisfactionratingscomparedtobenchmarksCertificationsfromcustomers-percentofbusinessdoneascertifiedsupplierQualityimprovementrate19客戶戶滿滿意意Cpanyperformance––bysurveyCpetition––bysurveyComplaintsReturnsandallowancesLostaccountsOrderfrequencySatisfactionwitheachaspectofgoodsorservices––sales,technicalsupport,response,quality,value/costratio,etc.20客戶服務(wù)CallsnotansweredinxxsecondsCallsonholdlongerthanxxsecondsCallstransferredtoanotherpartyAbandonrate–callergivesupInquiryprocessingtimeQueuetimeofpeoplewaitinginlineCreditrequestprocessingtimeOrders/inquiriesnotprocessedwithintimelimitsComplaintsnotresolvedonfirstcallComplaintsnotresolvedin24hoursDegreeofsatisfactionwitcomplaintresolutionCourtesy,knowledge,empathy,responsiveness––bysurvey,responsecardOrderentryerrorrateOrderfulfillmentaccuracyBackorderrateOn-timedeliveryrateOrdersshippedcompleteandontimeActualshipdateversusrequestedandpromiseddateActualshipdateversusrevisedrequestdateOrderscanceledandreasonforcancellation21員工發(fā)展EmployeesthathavecompletedapersonaldevelopmentplanEmployeescomplyingwiththeirdevelopmentplanTraininghoursperemployeeperyearEmployeesthathaveimprovedskillsduringpastyearEmployeescertifiedforskilledjobfunctionsorpositionsEmployeeswhohaveinteractedwithcustomersEmployeesinvolvedinplanningEmployeeswithspendingauthorityEmployeebuy-intoqualityimprovementEmployeesterminatedforperformance,otherproblemsNeedsassessmentgap––requiredversusactualskillsforpositions22員工滿意Attitudesurveystomeasuresatisfactionwithmanyfactors–policies,pay,leaders,immediatesupervisor,workingconditions,traininghours,etc.Turnover–voluntaryandinvoluntary,byspecificproblemAbsenteeismbyreasonTardinessEmployeesapplyingforopenpositionsfromparticulardepartments––anindicatorofdissatisfactionNumberofrecognitioneventsandawardsExpendituresonrecognitioneventsEmployeesreceivingrecognitionSafetymeasures––accidents,dayslostbyreason23環(huán)境衝擊Waterconsumptionand/ordischargeperproductunit,peremployee,orpersalesdollarWastedischargeperproductunit,persalesdollarRegulatorycompliance–auditvariancesPercentofrecycledmaterialusedasrawmaterialinputPercentofwastegeneratedrecycledEnergyconsumedperunit,BTU/$sales24工程設(shè)計(jì)DesigncycletimeEngineeringchangesafterdesigncompletionEngineeringchangeorders––byreasonImprovementstoproductsCustomersatisfactionwithproductperformanceReliability–meantimebetweenfailuresReductionofpartscountonproductsQualityproblemsattributabletodesign25彈性Numberofstandard,common,anduniquepartsNumberofdifferentprocesscapabilitiesPercentageofcross-trainedpersonnelProductionsetup/changeovertimeAveragelotsizebeingproduced–smallerisbetter26創(chuàng)新與產(chǎn)品開(kāi)開(kāi)發(fā)NumberofimprovementsmaketoexistingproductsNumberofnewproductsintroduced/yearNumberofsuccessfulnewproductsPercentageofsalescomingfromnew/improvedproductsNumberofnewfeaturesnotduplicatedbycompetitorsintroducedeachyear–thenumberof““firsts”P(pán)ercentofsalesfromproprietaryproductsPatentsfiled,issued,incorporatedintoproductsMedianpatentageinproductsUseofcurrenttechnology––percentofproductsmadewithtechnologylessthanxxyearsold27存貨Servicefactor––percentofordersfilledTurnsbyproductandgroup(aggregateturnsisaverygrossindicator)ProductionscheduledelaysbecauseofmaterialshortagesInventoryitemsabove/belowtargetlimitsPhysicalinventoryvariancesShow-movingandobsoleteinventoryExcessinventory–anythingabovenormalrequirementsInventoryaccuracyanderrorratesAdjustmentstoinventoryrecords28維護(hù)保養(yǎng)DowntimeduetodifferenttypesofequipmentfailureUnplannedversusplannedmaintenanceQualityproblemsduetoequipmentfailureAdherencetopreventivemaintenanceschedulesWastecausedbymaintenancetests29市場(chǎng)佔(zhàn)有Sales/industrysalesratioSalesgrowthrateversusindustrygrowthrateNewaccountsShareofkeyaccounts’business30組織發(fā)展EmployeeandmanagementparticipationonteamsCostreductions,otherqualityimprovementsachievedbyteams(measuredascost-of-qualitysavings)Employeesonself-managingteamsEmployeesparticipatinginsuggestionplanSuggestions/employee$savedbysuggestionsTeamsmakingpositivecontributionTeamsachievinggoalsEmployeesandmanagers“buyinginto””qualityimprovementprinciples$spentontrainingasapercentofsalesPositionsfilledbyinternalpromotionversusnewhires31生產(chǎn)力Sales/employee$produced/employeeUnits/laborhourandlabordollarfordirect,indirect,andtotallaborcostsTotalvalueoffinishedproducts/totalproductioncosts(Overhead+laborcosts)/unitsproduced=valueaddedcostratio(omitmaterialcosts)Spaceproductivity–salesorproductionpersquarefoot32採(cǎi)購(gòu)Qualityofvendors–defectsbytype,returns,deliveryperformance,etc.PercentofpartsfromcertifiedvendorsChangestopurchaseorders–byreasonTotalnumberofvendors–lowerisgenerallybetter,providingqualityandcostrequirementsaresatisfiedSavingsrelativetopreviousyearcosts33品質(zhì)(外部客客戶)ComplaintsandcomplimentsCredits/returnsOrderslost––andreasonwhyDefectsatinstallationduringfirst90daysDefectrateofthetotalpopulationofequipmentatcustomersitesInternalquality–asaleadingindicatorQualityproblemsdetectedduringproductauditsinthefieldPercentofbidsorproposalsacceptedTechnicalsupportcosts/unitsoldMeantimebetweenfailureServicecallsorcomplaints/unitsoldRevisionstoreportsforcustomers–correctionsandadditionsCustomerqualitydataCertificationbycustomersAwardsfromcustomers34品質(zhì)(內(nèi)內(nèi)部客戶戶)Costsofquality–rework,rejects,warranties,returnsandallowances,inspectionlaborandequipment,complaintprocessingcostsWaste––allforms:scrap,rejects,under-utilizedcapacity,idletime,downtime,excessproduction,etc.Yield––netgoodproductproducedProcessesunderstatisticalcontrolwithsufficientcapabilityProcesses““Poka-Yoked””ormadefoolproofProcesscapabilityProductchangestocorrectdesigndeficienciesAdherencetoschedule––tasksbeingperformedontime;jobsaheadorbehindscheduleChangestopurchaseandproductionorders––byreasonNumberoftimesscheduledshiporcompletedatechanges35品質(zhì)領(lǐng)導(dǎo)導(dǎo)TimespentcommunicatingqualityvaluestoemployeesTimespentonqualityimprovementactivitiesAccomplishmentofqualityimplementationmilestonesEmployeebuy-intoqualityvaluesandconceptsindexPercentpositivefeedbackfromemployeesaftermeetingsAchievementofqualitygoalsQualityindexbasedontheBaldrigeAwardcriteria36銷(xiāo)售品質(zhì)質(zhì)Service,responsiveness,knowledge,empathy–fromcustomersatisfactionsurveyConformancetocompanyguidelinesforlead-times,quantities,specialmodifications,etc.AccuracyandcompletenessofspecificationsforordersChangestoordersafterinitialplacement––controllableanduncontrollableTimelinessandaccuracyofpricequotationsandrequestsforsamplesPricingaccuracyComplaintresolutiontimelinessandeffectivenessResponsetimetoinquiriesandspecialrequestsEthicsattributescore37銷(xiāo)售生產(chǎn)產(chǎn)力TimespentonsellingversusadministrativeactivitiesSalestosellingcostsratioSalesprocessperformanceQueue/production38排程Actualversusscheduledcompletedatebyworkcenter,department,productioncellLateitemsaspercentofaveragedailyproduction