永續(xù)絕經(jīng)營(yíng)的企業(yè)世界級(jí)的公司.ppt

1、講題 : 永續(xù)絕經(jīng)營(yíng)的企業(yè) 世界級(jí)的公司 (World -class),講員 : 劉英芳,Speaker : 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. Manager- engineer

2、ing, 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 E-mail:liu_ying_,Business

3、operation excellence卓越的企業(yè)經(jīng)營(yíng) 品質(zhì)獎(jiǎng),MBNQA (美國(guó)) 1. Leadership, 領(lǐng)導(dǎo)力 2. Information and analysis, 資訊及分析 3. Strategic planning, 策略規(guī)劃 4. Human resource development, 人力資源發(fā)展 5. Process management, 流程管理 6. Business results, 營(yíng)運(yùn)成果 7. Customer satisfaction, 客戶滿意度,European Quality Award (歐洲) 1. Leadership 2. Policy

4、 and strategy 3. People management 4. Resources 5. Processes 6. Customer satisfaction 7. People satisfaction 8. Impact on society 9. Business results,Business operation excellence卓越的企業(yè)經(jīng)營(yíng) 品質(zhì)獎(jiǎng),Deming Award (戴明獎(jiǎng)) 1. Policies, planning 2. Administration 3. Education 4. Information 5. Analysis 6. Standar

5、dization 7. Control 8. Quality assurance 9. Results 10. Future plan (未來的規(guī)劃),Taiwan National Quality Award (臺(tái)灣國(guó)家品質(zhì)獎(jiǎng)) 1. Value, objective, strategy(經(jīng)營(yíng)理念, 目標(biāo)與集策略) 2. Organization and operation(組織與運(yùn)作) 3. Human resource development(人力發(fā)展與運(yùn)用) 4. Information management(資訊管理與運(yùn)用) 5. Research and development(研

6、究發(fā)展) 6. Quality assurance(品質(zhì)保証) 7. Customer service quality(客戶服務(wù)品質(zhì)) 8. Social responsibility(社會(huì)責(zé)任) 9. Total quality performance(全面品管績(jī)效),Built to last Collins基業(yè)長(zhǎng)青,Stable core value system, 穩(wěn)固的價(jià)值體系 Balanced focus, 兼容並蓄 Stretch goals, 高標(biāo)準(zhǔn) Never give up mentality, 堅(jiān)持與恒心 Continuous improvement, 精益求精,Orga

7、nization Capability組織的體質(zhì),People - skills, knowledge, character, competency 人才 技能, 知識(shí), 品格, 能力 Processes - management, operations & execution (daily job functioning), learning, teaching 流程 管理, 營(yíng)運(yùn)作業(yè), 學(xué)習(xí), 教導(dǎo) Product or Technology - innovation, development 產(chǎn)品或技術(shù) 創(chuàng)新, 發(fā)展 Results - revenues, profits 績(jī)效 營(yíng)收,

8、利潤(rùn),Level 5 Hierarchy 五個(gè)層級(jí),1,2,3,4,5,Contributing team member 有所貢獻(xiàn)的團(tuán)隊(duì)成員,Competent manager,有能力的經(jīng)理,Effective leader,有效能的領(lǐng)導(dǎo)者,Executive 執(zhí)行長(zhǎng),Highly capable individual 有才幹的個(gè)人,Technical skills,People skills,Conceptual skills,Quality Workforce卓越的工作團(tuán)隊(duì),Quality workforce is formed from the quality people who is

9、 a master for all the processes required to generate the results in the job function 由職務(wù)上的專才組成 (有能力創(chuàng)造績(jī)效) CEO, managers, supervisors, staffs, the first line employees 總裁, 經(jīng)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(yè)及技能相關(guān) Process: equipment, material, proced

10、ure, . 設(shè)備, 材料, 作業(yè)方法, . Establish processes in every functional department, 每個(gè)作業(yè)都要建立流程 Standardize all the key processes, 流程標(biāo)準(zhǔn)化,continued,Results focus on what has happened within a function, 成果著重發(fā)生的事實(shí) Define the metrics to monitor the results, 設(shè)定指標(biāo)追蹤成果 Use the data from one system, 使用同一系統(tǒng)的資料 Keep it

11、 simple and visible, 簡(jiǎn)明 Apply P-D-C-A for continuous improvement, 運(yùn)用 P-D-C-A 執(zhí)行持續(xù)改善,Business operation processes企業(yè)經(jīng)營(yíng)流程,Business plan, 營(yíng)運(yùn)計(jì)劃 Sales and operations planning, 產(chǎn)銷協(xié)調(diào)計(jì)劃 Human resources planning and management, 人力資源規(guī)劃與管理 Financial planning, reporting, and measurement, 財(cái)務(wù)規(guī)劃, 報(bào)告, 衡量指標(biāo) Manufactu

12、ring planning and control, 生產(chǎn)企劃與控管,continued,Demand and supply management, 需求與供貨管理 Distribution resource planning, 配送服務(wù)管理 Data management, 資料管理 Education and training, 教育與訓(xùn)練 Quality management system, 品質(zhì)管理系統(tǒng) Performance measurements, 績(jī)效衡量,Philosophy of management管理的哲學(xué),Common sense, 一般的常識(shí) Simple meth

13、od, 簡(jiǎn)單的方法 Simple process, 簡(jiǎn)單的流程 Simple skills, 簡(jiǎn)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 落後,貧窮的國(guó)家都是欠缺適當(dāng)?shù)墓芾?About management, 管理的里程碑,The New Business Operations Model 企業(yè)經(jīng)營(yíng)管理模式,Requirements 需求,Satisfaction 滿意,High Quality,Good Services,( ),Less Time,Lower Cost,Additional Value 額外的價(jià)值,Customer satisfaction客戶滿意度的層次,

14、Exceed customer needs satisfy unstated customer needs meet validated customer needs,Customer Partnership 夥伴關(guān)係,Customer Confidence 信任,Prevent customer Complaints, 預(yù)防客戶報(bào)怨,World class business operation世界級(jí)的企業(yè)經(jīng)營(yíng),Improving the present, 持續(xù)改善現(xiàn)況 Creating for the future, 創(chuàng)造未來 Learning/teaching continuously,

15、持續(xù)的學(xué)習(xí)及教導(dǎo) working effectively at the same time 同時(shí)有效的執(zhí)行,S - curve concept, 生命曲線,The 1st S - curve current processes, existing products, services, people 現(xiàn)有的流程, 產(chǎn)品, 服務(wù), 人員 The 2nd S - curve future: direction, innovation, new products, new processes, better services, better teams 未來 方向,創(chuàng)新,產(chǎn)品,流程,服務(wù),團(tuán)隊(duì),時(shí)間

16、,成長(zhǎng),Business Excellence Equation卓越企業(yè)經(jīng)營(yíng)的定律,To Build and Maintain Quality Workforce 建立並維持卓越的工作團(tuán)隊(duì),品質(zhì), 成本, 生產(chǎn)力,1. 驗(yàn)收, 秤料 2. 混合 充填 3. 化驗(yàn) 包裝 4. 退貨 客戶抱怨,? !,Measurement-Managed (數(shù)據(jù)化管理) v.s.Non-measurement-managed (非數(shù)據(jù)化管理),Quality Workforce卓越的工作團(tuán)隊(duì),Quality workforce is formed from the quality people who is a

17、 master for all the processes required to generate the results in the job function 由職務(wù)上的專才組成 (有能力創(chuàng)造績(jī)效) CEO, managers, supervisors, staffs, the first line employees 總裁, 經(jīng)理, 主管, 幕僚, 第一線員工,Good to Great 從 A 到 A+,第五級(jí) 領(lǐng)導(dǎo)人,找對(duì)人,有紀(jì)律的團(tuán)隊(duì),面對(duì)現(xiàn)實(shí),刺蝟原則,有紀(jì)律思考,有紀(jì)律的行動(dòng),強(qiáng)調(diào)紀(jì)律 的文化,以科技 為加速器,厚植實(shí)力,突飛猛進(jìn),Successful element成功的

18、要素,Focus Align,Shewart (Deming) cyclefor process improvement,1. Plan 計(jì)劃,2. Do 執(zhí)行,3. Check 檢討,4. Act 改善,1. Plan/set goals , plan how to achieve them , 設(shè)定目標(biāo)及 行動(dòng)方案,2. Execute the plan 執(zhí)行計(jì)劃,3. Follow up the process and results, metrics/data. Did it work? 追蹤流程及成果, 有效嗎?,4. Standardization the process or improv