战略明晰方法介绍课件

协作的业务模型

方法论协作的业务模型

方法论协作业务模型–概述企业的效益是老总最为关心的话题，而效益的缺失也就意味着战略承载的失衡，也就是说，企业的战略无法得到有效的落实，成了空中楼阁。对于这一问题，我们无法将其简单归因于战略制定、员工能力、绩效体系等单一的问题，而是需要在整个业务架构上寻求破解。

战略业务模式业务流程作业程序业务架构访谈、用户调查、报告结构技能和资源来源业务能力战略/计划/创新/品牌/企业文化采购仓储计划调度车间质检成品分销配送服务差额应用系统网络企业信息管理人力资源管理财务会计管理行政后勤管理2CopyrightIBMCorporation2003协作业务模型–概述企业的效益是老总最为关心的话题，而效益业务战略明晰业务战略明晰业务目的&目标业务战略概述业务流程业务目标和业务流程的映射活动矩阵活动模板和活动矩阵处理业务组件边界定义业务流程/组件状态图表业务组件的战略作用3CopyrightIBMCorporation2003业务战略明晰业务战略明晰3CopyrightIBMCor业务战略明晰业务战略明晰概要业务战略明晰阶段由一系列分析组成．这些分析设计用于将业务的优先级及目标与下阶段构建业务模块或业务的“组件”联系起来。这些连接用于确保未来流程、组织和系统变革与业务目标的完成紧密一致。这个阶段包含二个业务目标&目的创造经济价值的映射步骤，第一步收集高水平的业务流程（业务组件的主要功能），第二步根据业务活动的共性化的用途分离业务组件（构件业务模块）。业务组件在协 作商务中是关键的概念。使用CBM采用协作的、专门的组件为企业建模，根据其支持的系统、组织描述业务活动的组件。也可能分解一个组件为几个子构件，企业里同一级别的组件集，不能互相交迭，他们总体覆盖企业的所有方面，并匹配所有的业务需求。组件是有边界的。业务目标&目的业务流程(级别2/3)一个业务活动可能支持许多业务流程，但是属于一个单一的业务组件III1.11.31.41.21.51.61.71.81.9业务活动业务组件绩效矩阵4CopyrightIBMCorporation2003业务战略明晰业务战略明晰概要业务目标业务流程一个业务活动可能列出了6个或这样的业务目标，而且将业务目标与考量业务性能目的联系起来，如：

目标：在选择的客户/产品片方面增加市场份额

目的：年财务从12%上升到15%。

收入：净利润每年增加$100-$150m目的和目标从可用到的业务单元的计划、战略和预算文件获取，通过高级管理者访谈和评论/讨论。确定每个目标的所有目的相当的（可能的）经济作用，使用价值树为每个目标统计可能的经济作用，这些价值仅仅为了比较的目的，不同目标的详细说明有益于不同时期的实现的可变性，为了简单化和一致性，一个共性化的结构用于描述所有目标的经济价值。业务目标&目的维度和属性选择有代表性的六到八个业务目标目标组关注于：实现成本减少/改良效率创造新的收入/能力平衡减少风险或开发新的机会目标直接或间接的与业务的财务方面有关联，评估可能的经济价值作用(基于确认的价值分析树原则)定义运算法则。价值分析树，用于定义目标的运算法则价值分析树•自有服务渠道的服务交易百分比•可用服务百分比-•到达市场/标准产品的平均时间•平均成本/新产品发布能力••••课堂培训成本P/FTE•#ProductsHeld/Customer•%OffersMade•销售成功百分比•利润数量/成功销售•广泛可用的联系历史•广泛可用的客户档案•平均客户开销••实施价格变动的成本•实施价格变动的时间•需要新合同的客户转换率•年度客户转换总量•CapitalChargeRevenueNOPAT*InvestedCapitalWACC财产车间&设备FinancialValueDrivers负债成本股权成本原材料成本设计及研发成本制造成本市场营销成本CompetitiveAdvantagePeriodEBITMarginCashTax产业结构竞争位置可持续性BusinessObjective–1Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective–2Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective–3Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective–4Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective–5Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3••••••课堂培训时间•%TSCturnover(从受雇之日起至在职培训完成•••%OffersMade••••••目标数量••••绩效度量•每次呼入的混合AHT成本CapitalCharge收入单价总量NOPAT*InvestedCapitalWACC营运资本财务价值驱动资本结构劳动力成本CompetitiveAdvantagePeriod息税前利润率CashTax商业目的–1Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3商业目的–2Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3商业目的–3Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3商业目的–4Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3商业目的–5Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure35CopyrightIBMCorporation2003列出了6个或这样的业务目标，而且将业务目标与考量业务性能目的业务战略概要是一个可选部分，依赖于对象组织自身战略业务规划文档的完整性。非常清晰的表明的重要性在于它并不表示任何作为一个正式的战略业务规划努力的CBM发布版本。其出发点是使那些作为CBM发现的观众的员工不可轻易的访问到有关业务战略细节的业务战略文档。业务战略概要是现有业务战略的摘要，或者如果没有类似文档时可从1.1-3中数据采集及分析中得到。它表征了某些为其他CBM发布版本提供通用文本的摘要方面/组织业务规划环境中的某些考量点。应被记述为容器/其他第一阶段发布版本的介绍，以创建一个单独而统一的阶段报告。业务战略概要维度和属性包括所有可用于完善统一的阶段报告的通用文本及内容描述，概要应包括选定的统一描述，表，日程，将被用于在一个精确的格式下提供充分的文本。总之它不应仅只是几页文章。可能的主题包括:产品&市场细分BasesforDifferentiation差异化的基础SWOT(按业务线/业务单元划分)KeyPlannedInitiatives/Projects关键规划动因/项目客户档案/关键客户DeliverableDescription任意格式的多章节报告（作为一个整合的阶段报告的一部分），其中整合了关于业务战略洞察摘要的文本、表格和简单的图表描述关键竞争者战略市场状况BusinessVolumes&

Projections市场趋势/事件6CopyrightIBMCorporation2003业务战略概要是一个可选部分，依赖于对象组织自身战略业务规划文示例：在战略明晰阶段，我们使用价值驱动树分析来给出可能的潜力区域….---

业务目的%OfServiceTransactionsonSelfServiceChannels%OfSelf-serviceAvailabilityAverageTimetoMarket/StandardProductAverageCost/NewProductLaunchCapacityhClassroomTrainingDuration%TSCturnover(fromtimeofhirethroughcompletionofOJT)ClassroomTrainingCostP/FTE#ProductsHeld/Customer%OffersMade%SuccessfulSalesAmountofProfit/SuccessfulSaleContactHistoryWidelyAvailableCustomerProfileWidelyAvailableAverageCustomerSpendTargetPopulationCosttoImplementaPriceChangeTimetoImplementaPriceChange%ofAccountTransfersRequiring

NewFulfilmentAnnualAccountTransferVolume绩效度量ProductDevelopmentTimeandCapacityOptimisedPricingImproveProductTransferCapabilityEnhanceSelf-ServiceCapabilitiesSuperiorCross-sellingSuperiorQualityOptimiseCustomerServiceCompleteCustomerUnderstandingImproveProductDevelopmentTimeandCapacityCreateandSupportCustomerLevelPricingImproveProductTransferCapabilityImplementParameterBasedBusinessRulesOptimizeSelfServiceCapabilitiesIncreaseEffectivenessofCrosssellingImplementCostEffectiveTestingAbilityRapidInternetDevelopmentEnhanceCustomerServiceProvideaCompleteCustomerViewandLeverageCustomerBehaviorImproveWorkflowCapabilitiesImproveInstantDecisioningCapabilitiesReduceTrainingTimeandCostsProvideFlexibilitytoLeverageNewTechnologyEstablishDeliveryChannelConsistencyProvideEnhancedPersonalizationCapabilitiesProductDevelopmentTimeandCapacityOptimizedPricingImproveProductTransferCapabilityConsistentandFlexibleBusinessRulesEnhance

SelfServiceCapabilitiesSuperiorCross-sellingSuperiorQualityEnhanceInternetPresenceOptimizeCustomerServiceCompleteCustomerUnderstandingFlexibleWorkflowTurnaroundDecisionProcessIndustryLeadingTrainingAdapttoNewTechnologyIntegratedDeliveryChannelsEnhanceTouchpointPersonalizationBlendedAHTCostpercall新产品开发新产品上线CampaignListCreationandMaintenanceCampaignPortfolioManagementAccount/PortfolioRepricingCustomerRetentionProductUpgrade

产品升级WelcomeKitIssuanceTransactionProcessingApplicationProcessingNewAccountsSet-upMaintainRewardsProgramGeneralAccountInquiryDisputesSelfServiceBillingStatementGeneration&MailingPolicyCheckIssuanceCustomerFileMaintenanceBehaviorDecisionModelDevelopmentCustomerBehaviorTrackingGeneralAccountInquiryDisputesManagementTransferRequestApplicationProcessingFraudProcessingDecisionModelDevelopmentCustomerFileMaintenance关键业务流程BehaviorDecisionModelDevelopmentCustomerBehaviorTracking

Cross-SellingProcesses7CopyrightIBMCorporation2003示例：在战略明晰阶段，我们使用价值驱动树分析来给出可能的潜力Different-iatedBaseLevelCompetent竞争定位业务流程改进产品开发的时间和能力创建和支持对客户的定价改进产品履行优化自助服务能力提高销售效力ImplementCostEffectiveTestingAbilityWithLearningLoop提高客户服务提供完备的客户意见平衡ImplementParameterBasedProductFulfillment快速互联网开发改善工作流提升实时决策能力减少培训时间和成本ProvideFlexibilitytoLeverageNewTechnologyEstablishDeliveryChannelConsistencyProvideEnhancedPersonalizationCapabilities业务流程维度和属性根据流程需求的竞争定位划分每个业务流程的等级提供覆盖业务范围的有代表性的15—25个业务流程，每个流程根据情况选择1-3个指标定义性能指标的时候，将定性和定量或直接和间接转换为经济价值（成本/收入、风险）BusinessObjectives•%OfServiceTransactionsonSelfServiceChannels•%OfSelf-serviceAvailability•AverageTimetoMarket/StandardProduct•AverageCost/NewProductLaunch•Capacity•ClassroomTrainingDuration•%TSCturnover(fromtimeofhirethroughcompletionofOJT)•ClassroomTrainingCostP/FTE•#ProductsHeld/Customer•%OffersMade•%SuccessfulSales•AmountofProfit/SuccessfulSale•ContactHistoryWidelyAvailable•CustomerProfileWidelyAvailable•AverageCustomerSpend•TargetPopulation•CosttoImplementaPriceChange•TimetoImplementaPriceChange•%ofAccountTransfersRequiringNewFulfilment•AnnualAccountTransferVolumePerformanceMetrics•BlendedAHTCostpercall•NewProductDevelopment•NewProductLaunch•CampaignListCreationandMaintenance•CampaignPortfolioManagement•Account/PortfolioRepricing•CustomerRetention•ProductUpgrade•ProductUpgrade•WelcomeKitIssuance•TransactionProcessing•ApplicationProcessing•NewAccountsSet-up•MaintainRewardsProgram•GeneralAccountInquiry•DisputesSelfService•BillingStatementGeneration&Mailing•PolicyCheckIssuance•CustomerFileMaintenance•BehaviorDecisionModelDevelopment•CustomerBehaviorTracking•GeneralAccountInquiry•DisputesManagement•TransferRequest•ApplicationProcessing•FraudProcessing•DecisionModelDevelopment•CustomerFileMaintenanceKeyBusinessProcesses•BehaviorDecisionModelDevelopment•CustomerBehaviorTracking•Cross-SellingProcessesBusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective1Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective2Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective3Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective4Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective5Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectives•%OfServiceTransactionsonSelfServiceChannels•%OfSelf-serviceAvailability•AverageTimetoMarket/StandardProduct•AverageCost/NewProductLaunch•Capacity•ClassroomTrainingDuration•%TSCturnover(fromtimeofhirethroughcompletionofOJT)•ClassroomTrainingCostP/FTE•#ProductsHeld/Customer•%OffersMade•%SuccessfulSales•AmountofProfit/SuccessfulSale•ContactHistoryWidelyAvailable•CustomerProfileWidelyAvailable•AverageCustomerSpend•TargetPopulation•CosttoImplementaPriceChange•TimetoImplementaPriceChange•%ofAccountTransfersRequiringNewFulfilment•AnnualAccountTransferVolumePerformanceMetrics•BlendedAHTCostpercall•NewProductDevelopment•NewProductLaunch•CampaignListCreationandMaintenance•CampaignPortfolioManagement•Account/PortfolioRepricing•CustomerRetention•ProductUpgrade•ProductUpgrade•WelcomeKitIssuance•TransactionProcessing•ApplicationProcessing•NewAccountsSet-up•MaintainRewardsProgram•GeneralAccountInquiry•DisputesSelfService•BillingStatementGeneration&Mailing•PolicyCheckIssuance•CustomerFileMaintenance•BehaviorDecisionModelDevelopment•CustomerBehaviorTracking•GeneralAccountInquiry•DisputesManagement•TransferRequest•ApplicationProcessing•FraudProcessing•DecisionModelDevelopment•CustomerFileMaintenanceKeyBusinessProcesses•BehaviorDecisionModelDevelopment•CustomerBehaviorTracking•Cross-SellingProcessesBusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective1Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective2Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective3Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective4Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective5Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectives•%OfServiceTransactionsonSelfServiceChannels•%OfSelf-serviceAvailability•AverageTimetoMarket/StandardProduct•AverageCost/NewProductLaunch•Capacity•ClassroomTrainingDuration•%TSCturnover(fromtimeofhirethroughcompletionofOJT)•ClassroomTrainingCostP/FTE•#ProductsHeld/Customer•%OffersMade•%SuccessfulSales•AmountofProfit/SuccessfulSale•ContactHistoryWidelyAvailable•CustomerProfileWidelyAvailable•AverageCustomerSpend•TargetPopulation•CosttoImplementaPriceChange•TimetoImplementaPriceChange•%ofAccountTransfersRequiringNewFulfilment•AnnualAccountTransferVolumePerformanceMetrics•BlendedAHTCostpercall•NewProductDevelopment•NewProductLaunch•CampaignListCreationandMaintenance•CampaignPortfolioManagement•Account/PortfolioRepricing•CustomerRetention•ProductUpgrade•ProductUpgrade•WelcomeKitIssuance•TransactionProcessing•ApplicationProcessing•NewAccountsSet-up•MaintainRewardsProgram•GeneralAccountInquiry•DisputesSelfService•BillingStatementGeneration&Mailing•PolicyCheckIssuance•CustomerFileMaintenance•BehaviorDecisionModelDevelopment•CustomerBehaviorTracking•GeneralAccountInquiry•DisputesManagement•TransferRequest•ApplicationProcessing•FraudProcessing•DecisionModelDevelopment•CustomerFileMaintenanceKeyBusinessProcesses•BehaviorDecisionModelDevelopment•CustomerBehaviorTracking•Cross-SellingProcessesBusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective1Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective2Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective3Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective4Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective5Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3业务目的•%OfServiceTransactionsonSelfServiceChannels•%OfSelf-serviceAvailability•AverageTimetoMarket/StandardProduct•AverageCost/NewProductLaunch•Capacity•ClassroomTrainingDuration•%TSCturnover(fromtimeofhirethroughcompletionofOJT)•ClassroomTrainingCostP/FTE•#ProductsHeld/Customer•%OffersMade•%SuccessfulSales•AmountofProfit/SuccessfulSale•ContactHistoryWidelyAvailable•CustomerProfileWidelyAvailable•AverageCustomerSpend•TargetPopulation•CosttoImplementaPriceChange•TimetoImplementaPriceChange•%ofAccountTransfersRequiringNewFulfilment•AnnualAccountTransferVolumePerformanceMetrics•BlendedAHTCostpercall•新产品开发•新产品上线•CampaignListCreationandMaintenance•CampaignPortfolioManagement•Account/PortfolioRepricing•CustomerRetention•产品升级•产品升级•WelcomeKitIssuance•TransactionProcessing•ApplicationProcessing•NewAccountsSet-up•MaintainRewardsProgram•GeneralAccountInquiry•DisputesSelfService•BillingStatementGeneration&Mailing•PolicyCheckIssuance•CustomerFileMaintenance•BehaviorDecisionModelDevelopment•CustomerBehaviorTracking•GeneralAccountInquiry•DisputesManagement•TransferRequest•ApplicationProcessing•FraudProcessing•DecisionModelDevelopment•CustomerFileMaintenance关键业务流程•BehaviorDecisionModelDevelopment•CustomerBehaviorTracking•Cross-SellingProcessesBusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjectiveGoal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective1Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective2Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective3Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective4Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure3BusinessObjective5Goal1,Measure1,Measure2,Measure3Goal2,Measure1,Measure2,Measure38CopyrightIBMCorporation2003Different-BaseCompetent竞争定位业务流业务目标与流程的映射维度和属性矩阵的行相应的目标（选择未来分解为目的和/或典型的影响（成本/收入/风险））列是相应的流程（未来分解的性能考量（如：成本/收入/风险））记录每个目标可能的经济作用矩阵内的每个单元分配业务流程对于业务目标的总的可能的经济作用分配份额阐明经济作用的分配份额，描述目标和流程之间联系的业务设想将增加到单元里。Objective1Objective‘n’Process1Process‘n’Total$CostRevenueRiskMeasure1Measure2Measure3$份额&设想Total$Total$Total$Total$Total$Measure1Measure2Measure3$?$?$?$?$?$?$?$?$?Total$CostRevenueRiskTotal$x+y+z$x$y$zb%ofyc%ofza%ofxy-b%ofyc-c%ofzx-a%ofxTotal$$x

or…optionaldetail9CopyrightIBMCorporation2003业务目标与流程的映射维度和属性ObjectiveObjectTheValueChainPlanningAnalysis&RefinementExecutionand(S)TPMonitorandManageBusinessAdministrationMarketingAssetMgmt&ProductDevelopmentSales&ChannelManagementNewBusinessCustomerServiceContractAdministrationFinanceBusinessActivityLevel活动矩阵维度和属性有代表性的价值链的7-12个阶段提供决议现有的组织结构不必反映在业务阶段（是业务的逻辑视角不是物理视角）的定义内。每个阶段的精确的定义是很重要的，有利于活动在矩阵内的定位。矩阵内行的定义，确定活动所在的层次。10CopyrightIBMCorporation2003TheValuePlanningAnalysisExec活动模板和活动在矩阵中的定位维度和属性完整的活动模板可能定义150-350个业务活动Captureintermediaryinfo.TracklicensesAssignintermediarycodeSetupworkstationProvideforms,marketingmaterial&illustrationsMaintainBD/AdvisordirectoryinformationScoreBD/AdvisorMaintaincompensationcontractsandagreementsRationalizeproductportfolioTrackproductfeatureutilizationEnsureongoingcompliancestatusMonitorproductperformance(postlaunch)价值链战略执行管理业务管理市场资产管理&产品开发销售&渠道管理新业务CustomerServiceContractAdministrationFinance业务活动的级别识别竞争者收集竞争者信息分析竞争者数据确定市场理解力创建产品战略规划产品上市时间分析产品的业绩评估市场份额统计分析规划市场片确定目标市场规划活动战略规划招聘活动规划提升战略预测费用需求和制定预算战略选择供应商PlanserviceresourcesIdentifytrainingneedsDevelopbusinesscostmodelIdentifyservicestandardsRefinecontractservicingapproachesTrackcustomerservicedeliverytoSLA’sDevelopbusinesscostmodelsPlanprocessingcapacityandanalysevolumes/efficiencyAnalyzeandrefinecontractadministrationapproachesTrackcontractadministrationdeliverytoSLA’s规划新的业务资源制定新业务的成本模型跟踪新业务服务级别协议的交付PlanreserverequirementsDevelopreinsurancestrategyDevelopinvestmentmanagementstrategyAccountingstrategyDevelopbudgets规划业务战略MonitorpartnerfundsperformanceDrop/addnewfundsCapture21b1feeinformationmaintainrelationshipwithfundmgrs.ManagepartnerrelationshipsTrackcampaigneffectivenessTrackindustrycompetitivecampaignsDesignandplancampaignsRecalibratecampaignsbasedonresultsDesignandplanpromotionsForecasteffectivenessAnalyzeintermediaryfeedbackAdjustcommissionsReportsalesReportcommissionsMonitorforcompliance/suitabilityManagepartnersRespondtoSECauditConductagencyauditsProvidefieldofficeoperationalsupportPerformreconciliationreportingTracksurrendersProcessservicingexceptionsProcessservicingcorrectionsProcessnewbusinessexceptionsResolveNIGOsTrackgain/lossQAtransactionsResolveunderwritingissuesMonitor1035StatusPerformsuitabilityauditPerformaQAauditReversecommissionsManagecallcenterresourcesPerformservicequalityauditsPerform“voiceofcustomer”surveyForecastcallvolumeTrackcalltypesTrackissuetypesResolvefinancialcorrectionsResolvefinancialexceptions12b1feerecaptureCalculatevaluationReconcileclaimswithreinsuranceManagereinsurancepartnersGenerateGLpostingsPerformcashflowtestMonitorreservesManagefunds制定资源模型资源招聘制定激励机制确定利益&补偿范围制定激励方法维持管理和经营过程GenerateideaDesignproductfeaturesProduceillustrationsLaunchproductDevelopmarketingmaterialsImplementsstatespecificproductvariationsRetireproductsinitiatestatefilingforproductInitiateSECfilingforproductInitiateNASDfilingforsalesmaterialsScrublistsPerformtelemarketingMaintainlistsExcludeop-outsConductseminarsMaintainend-customercontactManagescheduleScrubcustomerbusinessinformationDevelopcustomerspecificillustrationsSubmitnewbusinessDeterminesuitabilityCaptureresponsesDevelopanddesignchangestomarketingcorrespondenceExecutefulllaunchofadirect/solicitedcampaignSolicitintermediaryfeedbackDeterminesuitabilityApplycashwithappPerformactuarialassessmentDeterminecontract/policylevelpricingSubmitamountduefinancialsCapturenewapplicationsSubmitpaperworkforimagingandarchivingCapture1035sandinitialpaymentinformationExecuteunderwritingforLifeHandleNIGOsHandleInquiriesCaptureservicingrequestsEscalateproblems/complaintsRecordcontactCaptureclaiminformationExplainproductfeaturesReferadvisor/intermediaryDeliverbillinginformationandstatementCollatecommunicationDeterminecustomersatisfactionSubmitpay-outsEscalateclaimcasesProcessclaims/disbursementsCalculatepayoutoptionTax,SEC,StatutoryrptingIndividualrpting1099/5498PerformNASDfilingPerformstatefilingProcess1035RequestsProcessincomingpaymentsProcesswithdrawalrequestsProcessloanrequestsProcessannuitizationrequestsConsolidateordersPerformtradingReconcilebalancesManagefundsDevelopandmaintaincurriculaConducttrainingPerformpreventivelawpgmsManageoutsidecounselProtectintellectualpropertyReviewcontractsReviewproductconceptsConductlitigationCalculatevariablecompandcommissionsMaintainvariablecompbalancesSubmitpaymentrequestsCalculatevariablecompensationSubmitvariablecompensationpaymentrequestsSetupcommissionsspecialsPlanwholesalerappointmentsLeadgenerationRespondtowholesalers/advisor/intermediaryinquiriesCaptureproductexceptionrequestsDistributemarketingmaterialsMaintainproductinformationPublishtargetproductcombinationsMaintainillustrationmodelsMaintainlegaldisclosureAssociateproductswithsegmentsProvidehelpdesksupportEscalateunresolvedissuesMaintainfundsalloc.ModelAdministerBillingProcesssurrenderrequestMaintainstatementcyclemaintainpolicycontractsmaintainpost-claimpayoutsched.PostmonetarytransactionsCalculatefeesMaintainbalancesProcessincomingchecksCheckissuanceHandleACHtransactionSubmittransactionpostingsMaintainbalancesMaintainaccountshierarchyAllocatefinancialpostingsMaintaintreasuryIdentifyincompletecustomerinfoMaintaincustomerdemographicsMaintaincustomerprod.andserv.termsAssigninquirytoresourceDetermineinquirytypeMaintaincontacthistoryImagingandarchivingHandleincomingmailPrint/mailoutgoingmailConservebusinessProcessPayrollAdministerstaffRecruitnewbroker-dealersEnsureshareofsales评估销售需求制定销售战略制定销售支持战略制定生产力战略制定激励战略制定遵守的规则销售预测CalculateCommissionableEvent供应商选择规划和跟踪业务单位预算绩效确定政策与方针定义组织定义角色和责任--------活动模板活动<活动短名>描述<1-2节的描述>使用者<使用者团体详细信息>事件/排程<频率/时间/周期>信息需求<信息项>访问的系统<使用的系统/模板>处理成本<活动/事务处理成本>缺陷<1-2节>可能的改进<1-2节>关键成功因素<如：数据,时间,资源>使用者之间的联系<名称,联系细节&日期>矩阵定位<行/列标示>11CopyrightIBMCorporation2003活动模板和活动在矩阵中的定位维度和属性Captureint业务组件边界定义维度和属性30-50个业务组件将被定义，太少业务组件内部冲突增加，太多模型难以处理和碎片多。活动分组为业务组件的考虑：活动之间紧密的偶合（参考活动矩阵定位）活动产生、运用相似的数据相粘组织的使用者排程、量和安全性相似详细描述基本的矩阵，不是采用完整的离散的业务线矩阵，就是矩阵的子集（产品服务和处理）TheValueChainPlanningAnalysis&RefinementExecutionand(S)TPMonitorandManageBusinessAdministrationMarketingAssetMgmt&ProductDevelopmentSales&ChannelManagementNewBusinessCustomerServiceContractAdministrationFinanceBusinessActivityLevelCaptureintermediaryinfo.TracklicensesAssignintermediarycodeSetupworkstationProvideforms,marketingmaterial&illustrationsMaintainBD/AdvisordirectoryinformationScoreBD/AdvisorMaintaincompensationcontractsandagreementsRationalizeproductportfolioTrackproductfeatureutilizationEnsureongoingcompliancestatusMonitorproductperformance(postlaunch)IdentifycompetitorsGathercompetitiveinformationAnalyzecompetitivedataDevelopmarketunderstandingCreateproductportfoliostrategyPlanproductrolloutscheduleAnalyzeproductperformanceEvaluatemarketsharePerformdemographicanalysisDevelopmarketsegmentsDefinetargetmarketsDevelopcampaignstrategyPlanrecruitingcampaignsDeveloppromotionstrategyForecastspendingneedsanddevelopbudgetstrategySelectlistvendorsPlanserviceresourcesIdentifytrainingneedsDevelopbusinesscostmodelIdentifyservicestandardsRefinecontractservicingapproachesTrackcustomerservicedeliverytoSLA’sDevelopbusinesscostmodelsPlanprocessingcapacityandanalysevolumes/efficiencyAnalyzeandrefinecontractadministrationapproachesTrackcontractadministrationdeliverytoSLA’sPlannewbusinessresourcesDevelopnewbusinesscostmodelTracknewbusinessdeliverytoSLA’sPlanreserverequirementsDevelopreinsurancestrategyDevelopinvestmentmanagementstrategyAccountingstrategyDevelopbudgetsDevelopbusinessstrategyMonitorpartnerfundsperformanceDrop/addnewfundsCapture21b1feeinformationmaintainrelationshipwithfundmgrs.ManagepartnerrelationshipsTrackcampaigneffectivenessTrackindustrycompetitivecampaignsDesignandplancampaignsRecalibratecampaignsbasedonresultsDesignandplanpromotionsForecasteffectivenessAnalyzeintermediaryfeedbackAdjustcommissionsReportsalesReportcommissionsMonitorforcompliance/suitabilityManagepartn