zv永续绝经营的企业--世界级的公司jti.pptx

講題:永續絕經營的企業 世界級的公司 (World-class)講員:劉英芳 E-mail:liu_ying_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-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 E-mail:liu_ying_Business operation excellence卓越的企業經營 品質獎MBNQA(美國)1.Leadership,領導力2.Information and analysis,資訊及分析3.Strategic planning,策略規劃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.Leadership2.Policy and strategy3.People management4.Resources5.Processes6.Customer satisfaction7.People satisfaction8.Impact on society9.Business resultsBusiness operation excellence卓越的企業經營 品質獎Deming Award(戴明獎)1.Policies,planning2.Administration3.Education4.Information5.Analysis6.Standardization7.Control8.Quality assurance9.Results10.Future plan (未來的規劃)Taiwan National Quality Award(台灣國家品質獎)1.Value,objective,strategy(經營理念,目標与集策略)2.Organization and operation(組織与運作)3.Human resource development(人力發展与運用)4.Information management(資訊管理与運用)5.Research and development(研究發展)6.Quality 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nStable core value system,穩固的價值体系nBalanced focus,兼容並蓄nStretch goals,高標準nNever give up mentality,堅持与恒心nContinuous improvement,精益求精Organization Capability組織的體質nPeople-skills,knowledge,character,competency 人才 技能,知識,品格,能力nProcesses-management,operations&execution(daily job functioning),learning,teaching 流程 管理,營運作業,學習,教導nProduct or Technology-innovation,development 產品或技術 創新,發展 nResults-revenues,profits 績效 營收,利潤Level 5 Hierarchy五個層級12345Contributing team member有所貢獻的團隊成員 Competent manager,有能力的經理Effectiveleader,有效能的領導者Executive執行長Highly capable individual有才幹的個人TechnicalskillsPeople skillsConceptualskillsQuality Workforce卓越的工作團隊nQuality workforce is formed from the quality people 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(有能力創造績效)nCEO,managers,supervisors,staffs,the first line employees 總裁,經理,主管,幕僚,第一線員工Process and result流程与成果nProcesses are actions and skills relevant,与作業及技能相關 nProcess:equipment,material,procedure,.設備,材料,作業方法,.nEstablish processes in every functional department,每個作業都要建立流程nStandardize all the key processes,流程標準化continuednResults focus on what has happened within a function,成果著重發生的事實nDefine the metrics to monitor the results,設定指標追蹤成果nUse the data from one system,使用同一系統的資料nKeep it simple and visible,簡明nApply P-D-C-A for continuous improvement,運用 P-D-C-A 執行持續改善 Business operation processes企業經營流程nBusiness plan,營運計劃nSales and operations planning,產銷協調計劃 nHuman resources planning and management,人力資源規劃与管理nFinancial planning,reporting,and measurement,財務規劃,報告,衡量指標nManufacturing planning and control,生產企劃与控管continuednDemand and supply management,需求与供貨管理 nDistribution resource planning,配送服務管理nData management,資料管理nEducation and training,教育与訓練nQuality management system,品質管理系統 nPerformance measurements,績效衡量Philosophy of management管理的哲學nCommon sense,一般的常識nSimple method,簡單的方法nSimple process,簡單的流程nSimple skills,簡單的技巧n落後,貧窮主要是管理缺乏效率,未能善加利用資源n落後,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全体員工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-management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 企業經營管理模式企業經營管理模式 Requirements需求Customers客戶客戶 Satisfaction 滿意High QualityPurpose目的目的Results 成果成果PeopleProcesses流程流程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 Confidence信任Prevent customerComplaints,預防客戶報怨World class business operation世界級的企業經營nImproving the present,持續改善現況nCreating for the future,創造未來nLearning/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 nThe 1st S-curve current processes,existing products,services,people 現有的流程,產品,服務,人員nThe 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卓越企業經營的定律To Build and Maintain Quality Workforce建立並維持卓越的工作團隊品質,成本,生產力1.驗收,秤料2.混合 充填3.化驗 包裝4.退貨 客戶抱怨?!Measurement-Managed(數据化管理)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卓越的工作團隊nQuality workforce is formed from the quality people 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(有能力創造績效績效)nCEO,managers,supervisors,staffs,the first line employees 總裁,經理,主管,幕僚,第一線員工Good to Great從從 A 到到 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考有紀律的行動強調紀律的文化以科技為加速器厚植實力厚植實力突飛猛進突飛猛進Successful element成功的要素nFocusnAlignShewart(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,metrics/data.Did it work?追蹤流程及成果,有效嗎?4.Standardization the process or improve or do it again 流程標準化或 改善或重來Execution 執行(做事的方法)nPlan,計劃nDo,執行nCheck,檢討nAction,改善My experiencesnQuality workforcenProcess managementnTotal performance managementnNever-ending improvementAction Contract/Commitment行動契約行動契約/承諾承諾Because I feel this is the most important idea for me fromthis session.我認為這是今天最重要的觀念I make a firm commitment to use it within the next week/month/year.我決定要應用它(下週/月/年)1.This is the single most important idea I got out of this session that I can personally apply:我今天獲得的最重要的觀念是:2.This is how I will use it:我的行動方案是:date of commitment:follow-up date:承諾日期:跟摧日期:演讲完毕，谢谢观看！