最新平衡计分卡培训PPT课件.ppt
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1、平衡计分卡培训平衡计分卡培训2 2What is Business Success?Solid financial performance?Solid financial performance?3 34 45 56 67 78 89 9Basic Business StrategyFinancialFinancialWe will ensure that we use our resources and people to maintain financial success.We will ensure that we use our resources and people to mai
2、ntain financial success.CustomerCustomerWe will meet or exceed our customers current and future expectations and We will meet or exceed our customers current and future expectations and requirements with high quality products,reasonable prices and superior service.requirements with high quality prod
3、ucts,reasonable prices and superior service.InternalInternalWe will provide high quality on-time imaging products and services and provide an We will provide high quality on-time imaging products and services and provide an efficient and effective means to deliver them in a high quality fashion.effi
4、cient and effective means to deliver them in a high quality fashion.Learning and GrowthLearning and GrowthWe will attract and retain high caliber people and promote an environment We will attract and retain high caliber people and promote an environment that develops their interpersonal,business and
5、 technical skills and knowledge.that develops their interpersonal,business and technical skills and knowledge.We will strive to develop and maintain the best sourcing for our products.We will strive to develop and maintain the best sourcing for our products.We will strive to be aware and on the cutt
6、ing edge of imaging and business technology.We will strive to be aware and on the cutting edge of imaging and business technology.1010The Trouble with StrategyIt is unlikely that a poor It is unlikely that a poor strategy is the problemstrategy is the problemGenerally,the problem is Generally,the pr
7、oblem is implementing strategyimplementing strategyEven if strategy is Even if strategy is communicated,employees communicated,employees may not know what to do.may not know what to do.1111How can the Balanced Scorecard help?1212Four Distinct PerspectivesFinancialFinancialperspectiveperspectiveCusto
8、merCustomerperspectiveperspectiveInternalInternalperspectiveperspectiveLearning andLearning andgrowth perspectivegrowth perspectiveStrategy1313Translating a Mission into Desired OutcomesMissionMissionCore ValuesCore ValuesVisionVisionStrategyStrategyBalanced ScorecardBalanced ScorecardObjectivesObje
9、ctivesStrategic InitiativesStrategic InitiativesStrategic OutcomesStrategic OutcomesMotivated and PreparedMotivated and Prepared WorkforceWorkforceEffective Effective Processes Processes DelightedDelightedCustomersCustomersSatisfiedSatisfiedShareholdersShareholdersAdapted fromAdapted fromKaplan,Kapl
10、an,NortonNorton1414For Each PerspectiveObjectives(Goals)Objectives(Goals)MeasuresMeasuresTargetsTargetsInitiativesInitiatives1515Simple Form and RelationshipsSource:Source:Kaplan,Kaplan,NortonNorton1616ObjectivesConcise statements that articulate Concise statements that articulate what the organizat
11、ion what the organization hopes to accomplishhopes to accomplishEach tied to the companys Each tied to the companys strategystrategy1717Financial PerspectiveOverall objective:Overall objective:To succeed financiallyTo succeed financially1818Customer PerspectiveOverall objective:Overall objective:To
12、achieve our vision of howTo achieve our vision of howthe company shouldthe company shouldappear to customersappear to customers1919Internal PerspectiveOverall objective:Overall objective:To excel at having superior businessTo excel at having superior businessprocesses to satisfyprocesses to satisfys
13、hareholders and customersshareholders and customers2020Learning and GrowthPerspectiveOverall objective:Overall objective:To sustain the ability to change and improveTo sustain the ability to change and improve(Employee capabilities are a key(Employee capabilities are a keyingredient to this objectiv
14、e.)ingredient to this objective.)2121MeasuresDescriptions of how success in Descriptions of how success in achieving objectives will achieving objectives will be measuredbe measuredEach tied to the companys Each tied to the companys objectivesobjectives2222Core Financial MeasuresROI/EVAROI/EVAProfit
15、abilityProfitabilityRevenue growth/mixRevenue growth/mixCost reductionCost reduction2323Core Customer MeasuresMarket shareMarket shareCustomer acquisitionCustomer acquisitionCustomer retentionCustomer retentionCustomer profitabilityCustomer profitabilityCustomer satisfactionCustomer satisfaction2424
16、Internal Perspective MeasuresProcess quality measuresProcess quality measuresTime to process an orderTime to process an orderNumber of ReturnsNumber of ReturnsDefect ratesDefect ratesYield ratiosYield ratiosLead-timesLead-timesWaste,scrap,and reworkWaste,scrap,and rework2525Core Learning and Growth
17、MeasuresEmployees trained per month Employees trained per month Employee retentionEmployee retentionEmployee productivityEmployee productivityDevelopment and research measuresDevelopment and research measuresNumber of training programsNumber of training programs2626TargetsLevel of performance or rat
18、e Level of performance or rate of improvement desired of improvement desired for each measurefor each measureEach tied to one of the companys Each tied to one of the companys measuresmeasures2727InitiativesShort-term programs and actionsShort-term programs and actions that will help achieve the that
19、 will help achieve the established targetsestablished targetsEach tied to company Each tied to company objectives and measuresobjectives and measures2828Examples of InitiativesNew maintenance programNew maintenance programUpgrade selected equipmentUpgrade selected equipmentEstablish performance benc
20、hmarksEstablish performance benchmarksNew training programNew training programEstablish frequent purchase programEstablish frequent purchase program2929Next:An example to help students understand howthe Balanced Scorecard works3030A Balanced ScorecardExampleLarge camera storeLarge camera store25,000
21、 25,000 square feetsquare feet$10+$10+million in salesmillion in salesProfits unacceptably lowProfits unacceptably lowIndustry changing due to technologyIndustry changing due to technology3131Basic Business StrategyFinancialFinancialWe will ensure that we use our resources and people to maintain fin
22、ancial success.We will ensure that we use our resources and people to maintain financial success.CustomerCustomerWe will meet or exceed our customers current and future expectations and We will meet or exceed our customers current and future expectations and requirements with high quality products,r
23、easonable prices and superior service.requirements with high quality products,reasonable prices and superior service.InternalInternalWe will provide high quality on-time imaging products and services and provide an We will provide high quality on-time imaging products and services and provide an eff
24、icient and effective means to deliver them in a high quality fashion.efficient and effective means to deliver them in a high quality fashion.Learning and GrowthLearning and GrowthWe will attract and retain high caliber people and promote an environment We will attract and retain high caliber people
25、and promote an environment that develops their interpersonal,business and technical skills and knowledge.that develops their interpersonal,business and technical skills and knowledge.We will strive to develop and maintain the best sourcing for our products.We will strive to develop and maintain the
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