某公司的企业变革框架

1、 2001 Andersen. All Rights Reserved.2 2001 Andersen. All Rights Reserved.3 2001 Andersen. All Rights Reserved.4 2001 Andersen. All Rights Reserved.5 2001 Andersen. All Rights Reserved.6 2001 Andersen. All Rights Reserved.7 2001 Andersen. All Rights Reserved.8 2001 Andersen. All Rights Reserved.9 200

2、1 Andersen. All Rights Reserved.1011 2001 Andersen. All Rights Reserved.12 2001 Andersen. All Rights Reserved.1314 2001 Andersen. All Rights Reserved.15 2001 Andersen. All Rights Reserved.16 2001 Andersen. All Rights Reserved.17 2001 Andersen. All Rights Reserved.1819 2001 Andersen. All Rights Reser

3、ved.20 2001 Andersen. All Rights Reserved.个人问题个人问题企业组织问题企业组织问题21 2001 Andersen. All Rights Reserved.22 2001 Andersen. All Rights Reserved.23 2001 Andersen. All Rights Reserved.24 2001 Andersen. All Rights Reserved.25 2001 Andersen. All Rights Reserved.26 2001 Andersen. All Rights Reserved.27 2001 An

4、dersen. All Rights Reserved.28 2001 Andersen. All Rights Reserved.29 2001 Andersen. All Rights Reserved.30 2001 Andersen. All Rights Reserved.31 2001 Andersen. All Rights Reserved.32 2001 Andersen. All Rights Reserved.33 2001 Andersen. All Rights Reserved.34 2001 Andersen. All Rights Reserved.35 200

5、1 Andersen. All Rights Reserved.36 2001 Andersen. All Rights Reserved.战略形成战略形成外部环境分析外部环境分析客户满意程度客户满意程度主要成功因素主要成功因素风险评估风险评估理想及使命确定理想及使命确定战略定位战略定位战略改进战略改进评估和控制评估和控制特定战略特定战略执行执行经营计划经营计划内部因素分析内部因素分析行业行业/ /市场竞争分析市场竞争分析全球最佳借鉴全球最佳借鉴诊断诊断成文成文执行执行评估评估SWOTSWOT分析分析37 2001 Andersen. All Rights Reserved.38 2001 A

6、ndersen. All Rights Reserved.主要战略主要战略实施计划实施计划战略目标与衡量指标战略目标与衡量指标价值观价值观使命使命愿景愿景39 2001 Andersen. All Rights Reserved.愿景愿景使命使命价值观价值观40 2001 Andersen. All Rights Reserved.41 2001 Andersen. All Rights Reserved.42 2001 Andersen. All Rights Reserved.43 2001 Andersen. All Rights Reserved.44 2001 Andersen. A

7、ll Rights Reserved.45 2001 Andersen. All Rights Reserved.46 2001 Andersen. All Rights Reserved.47 2001 Andersen. All Rights Reserved.48 2001 Andersen. All Rights Reserved.49 2001 Andersen. All Rights Reserved.信息技术风险信息技术风险使用权使用权 完整性完整性相关性相关性 可得到性可得到性 基础设施基础设施50 2001 Andersen. All Rights Reserved.51 2

8、001 Andersen. All Rights Reserved.52 2001 Andersen. All Rights Reserved.53 2001 Andersen. All Rights Reserved.54 2001 Andersen. All Rights Reserved.55 2001 Andersen. All Rights Reserved.56 2001 Andersen. All Rights Reserved.57 2001 Andersen. All Rights Reserved.58 2001 Andersen. All Rights Reserved.

9、59 2001 Andersen. All Rights Reserved.60 2001 Andersen. All Rights Reserved.61 2001 Andersen. All Rights Reserved.62 2001 Andersen. All Rights Reserved.63 2001 Andersen. All Rights Reserved.64 2001 Andersen. All Rights Reserved.65 2001 Andersen. All Rights Reserved.66 2001 Andersen. All Rights Reser

10、ved.67 2001 Andersen. All Rights Reserved.68 2001 Andersen. All Rights Reserved.69 2001 Andersen. All Rights Reserved.70 2001 Andersen. All Rights Reserved.71 2001 Andersen. All Rights Reserved.72 2001 Andersen. All Rights Reserved.73 2001 Andersen. All Rights Reserved.74 2001 Andersen. All Rights R

11、eserved.75 2001 Andersen. All Rights Reserved.76 2001 Andersen. All Rights Reserved.77 2001 Andersen. All Rights Reserved.78 2001 Andersen. All Rights Reserved. 79 2001 Andersen. All Rights Reserved.80 2001 Andersen. All Rights Reserved.81 2001 Andersen. All Rights Reserved.82 2001 Andersen. All Rig

12、hts Reserved.83 2001 Andersen. All Rights Reserved.信息技术信息技术信息技术信息技术信息技术信息技术经营战略经营战略经营战略经营战略经营战略经营战略业务流程业务流程业务流程业务流程业务流程业务流程组织架构组织架构组织架构组织架构组织架构组织架构绩效评估绩效评估绩效评估绩效评估信息技术信息技术信息技术信息技术信息技术信息技术经营战略经营战略经营战略经营战略经营战略经营战略业务流程业务流程业务流程业务流程业务流程业务流程组织架构组织架构组织架构组织架构组织架构组织架构绩效评估绩效评估绩效评估绩效评估电话、传真电话、传真Email电话、传真电话、传真

13、EmailInternet无线终端无线终端Internet无线终端无线终端客户经理客户经理理财顾问理财顾问客户经理客户经理理财顾问理财顾问柜台柜台营业部营业部柜台柜台营业部营业部其他客户其他客户接触点接触点其他客户其他客户接触点接触点客户接触点集成架构客户接触点集成架构 （产品（产品/服务、定价、地区和营销服务、定价、地区和营销）客户接触点集成架构客户接触点集成架构 （产品（产品/服务、定价、地区和营销服务、定价、地区和营销）市市 场场销售线索获得及确认销售线索获得及确认营销活动管理营销活动管理研发及市场资料管理研发及市场资料管理数据库营销数据库营销服务内容及价格管理服务内容及价格管理市市 场

14、场销售线索获得及确认销售线索获得及确认营销活动管理营销活动管理研发及市场资料管理研发及市场资料管理数据库营销数据库营销服务内容及价格管理服务内容及价格管理销销 售售销售自动化管理销售自动化管理销售机会管理销售机会管理服务建议及配置服务建议及配置报价管理报价管理Pipeline 分析分析销销 售售销售自动化管理销售自动化管理销售机会管理销售机会管理服务建议及配置服务建议及配置报价管理报价管理Pipeline 分析分析服服 务务客服中心客服中心投诉管理投诉管理个性化信息服务管理个性化信息服务管理客户互动管理客户互动管理服服 务务客服中心客服中心投诉管理投诉管理个性化信息服务管理个性化信息服务管理客

15、户互动管理客户互动管理客户关系管理应用集成客户关系管理应用集成 （基于唯一的客户视点）（基于唯一的客户视点）客户关系管理应用集成客户关系管理应用集成 （基于唯一的客户视点）（基于唯一的客户视点）原原 有有系系 统统原原 有有系系 统统行行 业业应应 用用行行 业业应应 用用后后 台台系系 统统后后 台台系系 统统外外 部部资资 源源外外 部部资资 源源企业应用集成（企业应用集成（Enterprise Application Integration）企业应用集成（企业应用集成（Enterprise Application Integration）客户细分客户细分1客户细分客户细分1客户细分客户细

16、分2客户细分客户细分2客户细分客户细分客户细分客户细分客户细分客户细分N客户细分客户细分N客户细分客户细分1客户细分客户细分1客户细分客户细分2客户细分客户细分2客户细分客户细分客户细分客户细分客户细分客户细分N客户细分客户细分N84 2001 Andersen. All Rights Reserved. 集成的市场、销售和服务系统集成的市场、销售和服务系统外勤销售外勤销售外勤服务外勤服务组织情报组织情报营销营销/ /机会管理机会管理失误管理失误管理电子商务平台电子商务平台帐单帐单/ /收集收集客户服务中心管理客户服务中心管理 客户档案客户档案85 2001 Andersen. All Rig

17、hts Reserved.86 2001 Andersen. All Rights Reserved.87 2001 Andersen. All Rights Reserved.88 2001 Andersen. All Rights Reserved.89 2001 Andersen. All Rights Reserved.90 2001 Andersen. All Rights Reserved.91 2001 Andersen. All Rights Reserved.92 2001 Andersen. All Rights Reserved.93 2001 Andersen. All

18、 Rights Reserved.94 2001 Andersen. All Rights Reserved.95 2001 Andersen. All Rights Reserved.96 2001 Andersen. All Rights Reserved.第一级 企业整体业绩第二级 分(子)公司业绩第三级 车间/小组业绩 企业级别分数卡企业级别分数卡PerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMe

19、asurePerformanceMeasurePerformanceMeasure部门级别分数卡部门级别分数卡PerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasure工作流程工作流程/员工个人分数卡员工个人分数卡PerformanceMeasurePerformanceMeasurePerformanceMeasurePerfor

20、manceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasure部门级别分数卡部门级别分数卡PerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasure工作流程工作流程/员工个人分数卡员工个人分数

21、卡PerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasure工作流程工作流程/员工个人分数卡员工个人分数卡PerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerfor

22、manceMeasurePerformanceMeasurePerformanceMeasure97 2001 Andersen. All Rights Reserved.98 2001 Andersen. All Rights Reserved.99 2001 Andersen. All Rights Reserved.100 2001 Andersen. All Rights Reserved.101 2001 Andersen. All Rights Reserved.102 2001 Andersen. All Rights Reserved.战略目标战略目标103 2001 Ande

23、rsen. All Rights Reserved.0.00.20.40.60.81.01.20%50%100%150%指标完成率指标完成率得分系数得分系数(70%, 0.875)(70%, 0.875)(100%, 1)(100%, 1)104 2001 Andersen. All Rights Reserved.105 2001 Andersen. All Rights Reserved.106 2001 Andersen. All Rights Reserved.107 2001 Andersen. All Rights Reserved.108 2001 Andersen. All R

24、ights Reserved.109 2001 Andersen. All Rights Reserved.110 2001 Andersen. All Rights Reserved.111 2001 Andersen. All Rights Reserved.112 2001 Andersen. All Rights Reserved.113 2001 Andersen. All Rights Reserved.114 2001 Andersen. All Rights Reserved.115 2001 Andersen. All Rights Reserved.116 2001 And

25、ersen. All Rights Reserved.117 2001 Andersen. All Rights Reserved.118 2001 Andersen. All Rights Reserved.119 2001 Andersen. All Rights Reserved.120 2001 Andersen. All Rights Reserved.121 2001 Andersen. All Rights Reserved.122 2001 Andersen. All Rights Reserved.123 2001 Andersen. All Rights Reserved.

26、124 2001 Andersen. All Rights Reserved.125 2001 Andersen. All Rights Reserved.126 2001 Andersen. All Rights Reserved.127 2001 Andersen. All Rights Reserved.128 2001 Andersen. All Rights Reserved.129 2001 Andersen. All Rights Reserved.130 2001 Andersen. All Rights Reserved.131 2001 Andersen. All Rights Reserved.132 2001 Andersen. All Rights Reserved.133 2001 Andersen. All Rights Reserved.134 2001 Andersen. All Rights Reserved.135 2001 Andersen. All Rights Reserved.136 2001 Andersen. All Rights Reserved.137 2001 Andersen. All Rights Reserved.3.772.953.073.23.793.233.