企业绩效管理的咨询报告-英文版.ppt

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1、书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难18 五月 2023企业绩效管理的咨询报企业绩效管理的咨询报告告-英文版英文版书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难At IssueEvery organization needs to measure and manage performance to satisfy the demands of stakeholdersTodays measurement and management me

2、thods are much better than in the past but need to be connected togetherThe speed of change and information age computing and communications leave little margin for errorsDecision making needs facts书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难The Fish Tank SyndromeIf each person descr

3、ibed what they saw,would it be the same description?书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Implications of The Fish Tank SyndromeWe need a variety of perspectives and with which to obtain a balanced,disciplined and dynamic view of our businessesWe need to develop a common/agreed

4、 understanding of the business and all of its characteristicsWe need a constantly available set of reference points to which we can returnWe need a living repository in which locate and maintain knowledge书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Result What Is At StakeInappropriate

5、 measurement systems can be costly experiments Sobeys$50m ERP write off Boeings production problems in the late 1990sMalcolm Baldridge winner,Wallace Co bankrupt Fortune 500 companies will face a$31.5 Billion knowledge deficit next yearBy how much can profit be increased by changing your product/mar

6、ket mix to focus on your most profitable products书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Performance ArchitectureA combination of a business logic methodology,relevant software and systems capability.The links between the tools are as important as the tools themselves.书山有路勤为径，书山有

7、路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Performance Architecture to Drive ValueStakeholder Need/ValuesCustomersShareholdersEmployeesetc.Process ManagementHuman PerformanceIN OUTPerformance MeasuresScorecardOrganization Designand CompensationBest PracticesActivity Based ManagementTIMEQUALITY

8、FINANCIALQUANTITYStrategicPlan书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Understand the Organization书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Value-Based Management“VBM is a holistic management approach that encompasses redefined goals,redesigned organizational str

9、uctures and systems,rejuvenated strategic and operational processes,and even revamped human resources practices”.“This holistic practice of VBM is in sharp contrast to the finance-driven appearance that VBM has taken on in the past”INSEAD Working Paper,Are you(Really)Managing for Value?书山有路勤为径，书山有路勤

10、为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Value Creation is an Operational Issue!书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Processes are where the work is done“If you cant describe what you are doing as a process,you dont know what you are doing.”W.Edward Deming书山有路勤为径，书山有路勤为径

11、，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难How We Organize OurselvesThe Three Levels of PerformanceMarketSuppliersCIOFIII.Performer/Job LevelII.Process LevelI.Organization LevelProductsServicesNeeds书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Organization Work is Performed by System

12、s of ProcessesAlignment of jobs,activities and processes with total organization goals is critical to the success of the organization.Shared service organizations are an integral component.purchase orderordersinvoicesamples/specs.product requestsextrusionsSUPPLIERSCUSTOMERSpromotionsOrder Fulfillmen

13、tStorePick,pack,shipbill,collectStrategic PlanningPlanning&ControlProduct DevelopmentTest dieBuild diedesignProductionProduct madeProcurementBuy materialStore&issueOrder GenerationOrder enteredpromotionInStockWork orderSales orderproductRequisitionMaterialsLinetimeNew DiesGoals/plansPerformance repo

14、rtsPrice targetsYesNoHuman Resources/Systems/Maintenance/Facilities Support processesCorp.Gov.6%7%4%48%22%13%书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Detailed Process MapCustomerCall CenterFirst LevelTechnicalDeptSecond LevelTechnicalDeptInventoryManagementSchedulingLogisticsSiteT

15、echnicianEscalationR&DCall CloseTransfer orRerouteCustomerinformed ofSolutionCallTransferReferencedocsPredictive call(electronical)Customer callsIVR Routing HWProblemIdentify-Customer-Product-SLAVerify EntitlementValidationCompleted?HardwareLog CallRe-repairQualifiedbyKnowledgetoolsToProcess5Install

16、ation?1st levelproduct?RerouteIdentifyProblemRemotesolved?HWProblem?Qualificationdone?Problem IDIdentify PartIdentity Delivery Method(order parts-somecountries)Solution skill IDDispneeded?LaunchesCourierLogisticProcessSolutionIdentified?ValidationIdentifyPreblemID partID DMSolution skillDispneededCu

17、stomer told2nd Line willcall backRemote orProblemsolved?PredictiveGroupRoute toP2HelprequiredTechnicalAssistantResearches/SuggestsSolutionIdentifyon-siteResourcesOrderPartsAssign Call(some Deliverymethodautomated)ToInstallationProcessTechndispatchedPartsProcessCE goes tositecollectsparts Repaircompl

18、eted?FinishRepairEscalationProcessProcess same as Div XR&DProcessOff LineValidationClose callClose callClose callNoNoNoYesYesNoYesYesNoNoYesYesNoYesYesNoYesNoYesNoYesYesNoYesYesNoNoYesNoNoYesYesNoNoYes Service Delivery Process 书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Activity Cost

19、 ResultsActivity DriverDriver QtyActivity Cost$/Unit#Credit Control Transactions1,893 36,414 19.24#3 Piece Height&Dia Changeovers20 171,200 8,560.00#3 Piece Height Changeovers59 43,850 743.22#Ink Mixes6,401 68,276 10.67#Products Costed115 5,550 48.26#Traded Sales Transactions866 7,162 8.27#Plant 7 W

20、orks Order Issues40,551 48,084 1.19#Hrs.Run 3 Pc.Good Products22,261 1,305,303 58.64#Hrs.Run DRD Good Products14,477 1,100,338 76.01#Hrs.Run Marq.Good Products9,078 1,205,748 132.82#Hrs.Run Rect.Line Good Products2,981 410,534 137.72书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难ABC&Pro

21、cess Analysis:Thoughtful Interaction Service Delivery Process CustomerCall CenterFirst LevelTechnicalDeptSecond LevelTechnicalDeptInventoryManagementSchedulingLogisticsSiteTechnicianEscalationR&DCall CloseTransfer orRerouteCustomerinformed ofSolutionCallTransferReferencedocsPredictive call(electroni

22、cal)Customer callsIVR Routing HWProblemIdentify-Customer-Product-SLAVerify EntitlementValidationCompleted?HardwareLog CallRe-repairQualifiedbyKnowledgetoolsToProcess5Installation?1st levelproduct?RerouteIdentifyProblemRemotesolved?HWProblem?Qualificationdone?Problem IDIdentify PartIdentity Delivery

23、Method(order parts-somecountries)Solution skill IDDispneeded?LaunchesCourierLogisticProcessSolutionIdentified?ValidationIdentifyPreblemID partID DMSolution skillDispneededCustomer told2nd Line willcall backRemote orProblemsolved?PredictiveGroupRoute toP2HelprequiredTechnicalAssistantResearches/Sugge

24、stsSolutionIdentifyon-siteResourcesOrderPartsAssign Call(some Deliverymethodautomated)ToInstallationProcessTechndispatchedPartsProcessCE goes tositecollectsparts Repaircompleted?FinishRepairEscalationProcessProcess same as Div XR&DProcessOff LineValidationClose callClose callClose callNoNoNoYesYesNo

25、YesYesNoNoYesYesNoYesYesNoYesNoYesNoYesYesNoYesYesNoNoYesNoNoYesYesNoNoYesABC ACTIVITY#524CALL RECEIPT$0.2mABC ACTIVITY#355CUSTOMERQUALIFICATION$1.1mABC ACTIVITY#274DISPATCH PARTS$0.3mABC ACTIVITY#432ON-SITE FIX$7.9mTotal Process Cost=$9.5m书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难

26、Costed ProcessProcess:TOTAL COSTOrder Fulfillment Process:$4,437,716Activities In Process:CostApprove creditsCollecting accountsFreight delivery costEnter credit notesEnter customer ordersFreight pallet miles costPick loose casesPicking palletsPay promotional claimsShipping paperworkDriver#Credits#O

27、rders#Orders#Credits#Orders#Pallet X Miles#Loose Cases#Pallets#Claims#Orders170,123499,689167,546154,539661,3891,035,546843,869305,769395,342203,903书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Activity AnalysisThe first step in an ABC analysis is to understand what activities are perf

28、ormed in the organization.Activity Survey Questionnaire(ASQ)facilitates simple and efficient collection of activity data throughout the organization,prepares the data for import into analysis tools and produces draft activity and process costs.Lets see ASQ in action书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时

29、方恨少，书到用时方恨少，事非经过不知难事非经过不知难PharmacyBest Practice AnalysisUnit Cost ComparisonActivityIowaLos AngelesNew YorkTempeMichiganReceive orders0.09 0.15 0.16 0.06 0.06 Order set-up0.83 0.59 1.22 0.84 0.71 Checking RXs0.68 0.60 0.59 0.24 0.76 File hard copy RXs&scan0.07 0.10 0.16 0.12 0.25 Process inventory0.

30、07 0.04 0.07 0.03 0.21 Bag&ship orders12.06 7.72 8.45 6.90 7.47 书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Product/Customer ABC Profit书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难VBM Product/Customer Economic Profit书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难

31、事非经过不知难Key Process Measures Measures can be limited to M1(end of process)and M2(sub-process)measures M1-E(External)measures should be derived from goalsM2M1-IExternal/Customer MeasuresInternal/Business MeasuresSubprocess MeasuresM1-ECUSTOMERFUNCTION AFUNCTION BFUNCTION CM2M2M2M2M1-EM1-I书山有路勤为径，书山有路勤

32、为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Linking Process to Job“SHOULD”PROCESS MAPCustomerFunction AFunction CFunction DCROSS-FUNCTIONAL ROLE/RESPONSIBILITY MATRIXFunctions and OutputsFunction AFunction BFunction CFunction D“Should”Macro StepsFUNCTIONAL ROLE/RESPONSIBILITY MATRIX“Should”Proces

33、s StepsJobs and OutputsJob 1Job 2Job 3Job 4Function B OutputsConsequencesInputOutputFeedbackHuman Performance System“IS”PROCESS MAPMeasuresEverywhere书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Process Measures WorksheetMaterial Acquisition ProcessTotal Process MeasuresDimensionCurren

34、t PerformanceMeasureShort TermGoalLong TermGoalActionsto be takenProcessOutputBench-marksPerspectives of Measurement书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Insights,Procedures,Guidelines,ExpertiseBusiness Repository:your corporate DNAFeedbackKnowledge Management Creates“Living Pr

35、ocesses”The Performance Point!书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Measures Software to Influence Human BehaviorFDistribution of consistent and appropriate measurement information to everyone in the organization is fundamental to execution of A/VBM FUse of computer technologie

36、s-data warehouse,OLAP and presentation layer software provide the“media”of distributionFIt is the media that facilitates organization change.The marriage of management philosophy with technology and the imperative to create valueFThe media is represented by the presentation of current measures and p

37、erformance information on computer screens to all accountable partiesFThe suite of tools includes software to perform simulation modeling of processes and economic performanceSample Measurement Scorecard/Dashboard书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Focused Management Info Cen

38、terPersonal Product Customer Projects Presentations Financial Models News Links Info&Profit Info&ProfitData&AnalysisE-mailNew flashes&Alerts-market-competition-industry-company info and alerts(push technology)Calendar Tasks Stock Price External LinksThe Performance Architecture-ScorecardWith Links a

39、nd drill downThe OrganizationMy Part of the Organization书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Driving Performance in OrganizationDetermine stakeholder needsDevelop organization strategyAnalyze activities,processes and measuresDetermine costs,current performance and benchmarkEst

40、ablish performance standardsEstablish goals/budgets&action plansDeploy measures and knowledge repository systems书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难World Class Tools To Lead You Into The Future书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难n Strategy Reviewn Valu

41、e Based Managementn Business Process Improvement and Managementn Balanced Performance Measurementn Activity Based Management/Budgetingn ERP/Databasesn CRMn Portals/Presentationn ABM/Knowledge Managementn Systems Planning and Analysis n Systems Implementationn Managed Services&TrainingValue Creating

42、MethodologiesInformation Technology ServicesSoftwareValue CreatingSolutions=PerformanceInformation TechnologyPortalsAssessments Training Design ConsultingFacilitation At Focused Management Inc.we are devoted to creating value for our clients by working with their staff to transfer skills and knowled

43、ge through the implementation of highly respected and proven performance management methodologies and software solutions.Our market led,technology focus enables us to provide responsive,comprehensive solutions that link strategy with practical results.Our seasoned team of professionals will address

44、strategy,operations,risk,and technology issues in designing and facilitating end-to-end solutions that are specific to a clients situation and business needs.We have professional staff in North America and affiliates around the world who provide strategic,operations improvement and systems integrati

45、on consulting to organizations in all segments.Seasoned professionals,powerful software working with your people to achieve business objectivesFocused Management Inc.书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难The Partnership to Implement Your Performance ArchitectureDomain Knowledge

46、书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难FMI ServicesPerformance Architecture FacilitationProcess Improvement&ManagementActivity Based Costing/ManagementValue Based ManagementKnowledge Management SystemsInformation PortalsOrganization DesignClient-server systems integrationCRM&ERP

47、 Systems integrationWe Believe in:Value,Velocity&Integrity书山有路勤为径，书山有路勤为径，学海无涯苦作舟学海无涯苦作舟书到用时方恨少，书到用时方恨少，事非经过不知难事非经过不知难Network ServicesCP RailTelusAT&TMCI WorldComOntario HydroRogers CableConsumer Products/DistributionESI/Value RxKelloggsHewlett PackardMcNeil Consumer ProductsPartial List of ClientsM

48、anufacturingLOF PilkingtonVolkswagen CanadaDuPontProcorGovernment ServicesCanadian NavyCity of BurlingtonCity of San DiegoRegion of HaltonCanadian Coast GuardCity of KitchenerAlberta Environmental ProtectionFinancial ServicesCitibank-NY&BrazilBanco WieseToyota Motor Credit Corp.Canada TrustZurich InsuranceSun Life InsuranceTD BankFidelity Investments