流程绩效指针的分类系统

商業流程的分類系統1核心流程的屬性具有策略的重要性能創造競爭優勢對客戶產生直接的衝擊營運的核心流程支援的驅動流程跨越職能部門的藩籬2流程分類策略重要性核心流程管理流程矯正流程明顯不明顯執行的次數多少驅動流程對客戶的衝擊程度高低3核心流程管理與驅動流程暸解市場與客戶建立願景與策略設計產品與服務行銷與銷售製造產品與提供服務收款與售後服務人力資源發展與管理資訊管理財務與資產管理環境管理公關管理持續改善與變革管理策略管理與公司治理4瞭解市場與客戶確認客戶需求與冀求1.1進行質化評鑑1.1.1進行客戶訪談1.1.2進行焦點團體訪談1.2進行量化評鑑1.2.1進行客戶訪查1.3預測客戶購買行為衡量客戶滿意2.1監測產品與服務滿意度2.2監測抱怨對策的滿意度2.3監測溝通的滿意度監測市場與客戶期望的改變3.1確認產品與服務的弱點3.2確認滿足客戶需求的創新項目3.3確認客戶對競爭產品與服務的反應5建立願景與策略監測企業外環境1.1分析與了解競爭1.2辨明經濟趨勢1.3暸解政治與管制事項1.4評估創新科技1.5了解人口資料1.6了解社會與文化變遷1.7了解生態關切定義企業概念與組織策略2.1選擇相關市場2.2建立願景與任務2.3建立事業策略設計組織結構及其組織單位彼此的關係樹立企業目標6設計產品與服務轉換客戶需求與冀求為產品與服務機能建立產品與服務之壽命周期計畫發展產品與服務概念與計畫產品原型之設計與評估量產準備監測產品與服務績效與修正市場測試實施新產品工程技術產品/服務管理7行銷與銷售對選定之市場區隔實施產品/服務行銷1.1發展廣告策略1.2預估廣告策略所需資金與資源1.3確認目標客戶與其需求1.4銷售預測1.5銷售活動1.6報價1.7談判活動處理客戶訂單2.1接受客戶訂單2.2輸入訂單8製造產品與提供服務製造產品/提供服務所需資源計畫1.1生產設備準備1.2人員招募1.3採購原物料/部件製造產品發展人力資源技能運送產品/提供服務活動管理流程5.1監測訂單狀況5.2庫存管理5.3品質保證5.4生產設備維護保養5.5環境保護5.6持續改善活動5.7員工教育訓練9收款與售後服務請款活動1.1客戶請款資料建立與維護1.2呈送發票售後服務2.1提供到府服務2.2處理產品保證與退回處理2.3提供後續服務回應客戶詢問3.1回應提供相關資訊的請求3.2處理客戶訴怨10人力力資資源源發發展展與與管管理理發展展人人力力資資源源策策略略員工工參參與與員工工教教育育訓訓練練獎勵勵與與表表揚揚維持持員員工工福福利利與與士士氣氣工作作輪輪調調制制度度與與雙雙梯梯晉晉升升制制度度招募募、、遴遴選選與與任任用用職位位評評價價績效效考考核核制制度度離職職管管理理勞資關係與勞工法令11資訊訊管管理理資訊訊系系統統管管理理評估估與與稽稽核核資資訊訊品品質質12財務務與與資資產產管管理理管理理財財務務資資源源1.1預預算算制制度度1.2管管理理資資源源重重置置1.3設設計計資資產產結結構構1.4管管理理現現金金流流量量處理理財財務務與與會會計計交交易易2.1處處理理應應付付帳帳款款2.2處處理理薪薪資資2.3處處理理應應收收帳帳款款2.4結結帳帳財務務報報告告3.1提提供供外外部部財財務務報報表表3.2提提供供內內部部財財務務管管理理報報表表進行行內內部部稽稽核核稅務務資產產管管理理13環境境管管理理建立立環環境境管管理理策策略略符合合法法令令規規章章員工工教教育育訓訓練練執行行污污染染防防治治環境境復復健健能源源節節約約政府府與與公公共共關關係係管理理環環境境資資訊訊系系統統監測測環環境境管管理理計計畫畫14公關關管管理理股東東公公關關管管理理政府府機機構構公公關關管管理理債權權人人公公關關管管理理建立立公公關關計計畫畫董事事會會公公關關管管理理社區區公公關關管管理理處理理法法令令與與道道德德規規範範事事宜宜15持續續改改善善與與變變革革管管理理衡量量整整體體組組織織績績效效執行行品品質質評評鑑鑑績效效標標竿竿研研究究進行行流流程程改改善善變革革管管理理執行行全全面面品品質質管管理理執行行六六標標準準差差策策略略改改善善活活動動16流程程績績效效指指標標的的分分類類系系統統17績效效指指標標的的分分類類(非非財財務務類類)企業業發發展展客戶戶滿滿意意客戶戶服服務務員工工發發展展員工工滿滿意意工程程設設計計環境境衝衝擊擊彈性性創新新與與產產品品開開發發供應應商商績績效效存貨貨維護護保保養養市場場佔佔有有組織織發發展展生產產力力採購購品質質銷售售品品質質銷售售生生產產力力排程程18企業業發發展展Newbusinessfromproducts,geographicpenetration,demographicpenetrationPerformanceandcustomersatisfactionratingscomparedtobenchmarksCertificationsfromcustomers-percentofbusinessdoneascertifiedsupplierQualityimprovementrate19客戶戶滿滿意意Cpanyperformance––bysurveyCpetition––bysurveyComplaintsReturnsandallowancesLostaccountsOrderfrequencySatisfactionwitheachaspectofgoodsorservices––sales,technicalsupport,response,quality,value/costratio,etc.20客戶服務CallsnotansweredinxxsecondsCallsonholdlongerthanxxsecondsCallstransferredtoanotherpartyAbandonrate–callergivesupInquiryprocessingtimeQueuetimeofpeoplewaitinginlineCreditrequestprocessingtimeOrders/inquiriesnotprocessedwithintimelimitsComplaintsnotresolvedonfirstcallComplaintsnotresolvedin24hoursDegreeofsatisfactionwitcomplaintresolutionCourtesy,knowledge,empathy,responsiveness––bysurvey,responsecardOrderentryerrorrateOrderfulfillmentaccuracyBackorderrateOn-timedeliveryrateOrdersshippedcompleteandontimeActualshipdateversusrequestedandpromiseddateActualshipdateversusrevisedrequestdateOrderscanceledandreasonforcancellation21員工發展EmployeesthathavecompletedapersonaldevelopmentplanEmployeescomplyingwiththeirdevelopmentplanTraininghoursperemployeeperyearEmployeesthathaveimprovedskillsduringpastyearEmployeescertifiedforskilledjobfunctionsorpositionsEmployeeswhohaveinteractedwithcustomersEmployeesinvolvedinplanningEmployeeswithspendingauthorityEmployeebuy-intoqualityimprovementEmployeesterminatedforperformance,otherproblemsNeedsassessmentgap––requiredversusactualskillsforpositions22員工滿意Attitudesurveystomeasuresatisfactionwithmanyfactors–policies,pay,leaders,immediatesupervisor,workingconditions,traininghours,etc.Turnover–voluntaryandinvoluntary,byspecificproblemAbsenteeismbyreasonTardinessEmployeesapplyingforopenpositionsfromparticulardepartments––anindicatorofdissatisfactionNumberofrecognitioneventsandawardsExpendituresonrecognitioneventsEmployeesreceivingrecognitionSafetymeasures––accidents,dayslostbyreason23環境衝擊Waterconsumptionand/ordischargeperproductunit,peremployee,orpersalesdollarWastedischargeperproductunit,persalesdollarRegulatorycompliance–auditvariancesPercentofrecycledmaterialusedasrawmaterialinputPercentofwastegeneratedrecycledEnergyconsumedperunit,BTU/$sales24工程設計DesigncycletimeEngineeringchangesafterdesigncompletionEngineeringchangeorders––byreasonImprovementstoproductsCustomersatisfactionwithproductperformanceReliability–meantimebetweenfailuresReductionofpartscountonproductsQualityproblemsattributabletodesign25彈性Numberofstandard,common,anduniquepartsNumberofdifferentprocesscapabilitiesPercentageofcross-trainedpersonnelProductionsetup/changeovertimeAveragelotsizebeingproduced–smallerisbetter26創新與產品開開發NumberofimprovementsmaketoexistingproductsNumberofnewproductsintroduced/yearNumberofsuccessfulnewproductsPercentageofsalescomingfromnew/improvedproductsNumberofnewfeaturesnotduplicatedbycompetitorsintroducedeachyear–thenumberof““firsts”PercentofsalesfromproprietaryproductsPatentsfiled,issued,incorporatedintoproductsMedianpatentageinproductsUseofcurrenttechnology––percentofproductsmadewithtechnologylessthanxxyearsold27存貨Servicefactor––percentofordersfilledTurnsbyproductandgroup(aggregateturnsisaverygrossindicator)ProductionscheduledelaysbecauseofmaterialshortagesInventoryitemsabove/belowtargetlimitsPhysicalinventoryvariancesShow-movingandobsoleteinventoryExcessinventory–anythingabovenormalrequirementsInventoryaccuracyanderrorratesAdjustmentstoinventoryrecords28維護保養DowntimeduetodifferenttypesofequipmentfailureUnplannedversusplannedmaintenanceQualityproblemsduetoequipmentfailureAdherencetopreventivemaintenanceschedulesWastecausedbymaintenancetests29市場佔有Sales/industrysalesratioSalesgrowthrateversusindustrygrowthrateNewaccountsShareofkeyaccounts’business30組織發展EmployeeandmanagementparticipationonteamsCostreductions,otherqualityimprovementsachievedbyteams(measuredascost-of-qualitysavings)Employeesonself-managingteamsEmployeesparticipatinginsuggestionplanSuggestions/employee$savedbysuggestionsTeamsmakingpositivecontributionTeamsachievinggoalsEmployeesandmanagers“buyinginto””qualityimprovementprinciples$spentontrainingasapercentofsalesPositionsfilledbyinternalpromotionversusnewhires31生產力Sales/employee$produced/employeeUnits/laborhourandlabordollarfordirect,indirect,andtotallaborcostsTotalvalueoffinishedproducts/totalproductioncosts(Overhead+laborcosts)/unitsproduced=valueaddedcostratio(omitmaterialcosts)Spaceproductivity–salesorproductionpersquarefoot32採購Qualityofvendors–defectsbytype,returns,deliveryperformance,etc.PercentofpartsfromcertifiedvendorsChangestopurchaseorders–byreasonTotalnumberofvendors–lowerisgenerallybetter,providingqualityandcostrequirementsaresatisfiedSavingsrelativetopreviousyearcosts33品質(外部客客戶)ComplaintsandcomplimentsCredits/returnsOrderslost––andreasonwhyDefectsatinstallationduringfirst90daysDefectrateofthetotalpopulationofequipmentatcustomersitesInternalquality–asaleadingindicatorQualityproblemsdetectedduringproductauditsinthefieldPercentofbidsorproposalsacceptedTechnicalsupportcosts/unitsoldMeantimebetweenfailureServicecallsorcomplaints/unitsoldRevisionstoreportsforcustomers–correctionsandadditionsCustomerqualitydataCertificationbycustomersAwardsfromcustomers34品質(內內部客戶戶)Costsofquality–rework,rejects,warranties,returnsandallowances,inspectionlaborandequipment,complaintprocessingcostsWaste––allforms:scrap,rejects,under-utilizedcapacity,idletime,downtime,excessproduction,etc.Yield––netgoodproductproducedProcessesunderstatisticalcontrolwithsufficientcapabilityProcesses““Poka-Yoked””ormadefoolproofProcesscapabilityProductchangestocorrectdesigndeficienciesAdherencetoschedule––tasksbeingperformedontime;jobsaheadorbehindscheduleChangestopurchaseandproductionorders––byreasonNumberoftimesscheduledshiporcompletedatechanges35品質領導導TimespentcommunicatingqualityvaluestoemployeesTimespentonqualityimprovementactivitiesAccomplishmentofqualityimplementationmilestonesEmployeebuy-intoqualityvaluesandconceptsindexPercentpositivefeedbackfromemployeesaftermeetingsAchievementofqualitygoalsQualityindexbasedontheBaldrigeAwardcriteria36銷售品質質Service,responsiveness,knowledge,empathy–fromcustomersatisfactionsurveyConformancetocompanyguidelinesforlead-times,quantities,specialmodifications,etc.AccuracyandcompletenessofspecificationsforordersChangestoordersafterinitialplacement––controllableanduncontrollableTimelinessandaccuracyofpricequotationsandrequestsforsamplesPricingaccuracyComplaintresolutiontimelinessandeffectivenessResponsetimetoinquiriesandspecialrequestsEthicsattributescore37銷售生產產力TimespentonsellingversusadministrativeactivitiesSalestosellingcostsratioSalesprocessperformanceQueue/production38排程Actualversusscheduledcompletedatebyworkcenter,department,productioncellLateitemsaspercentofaveragedailyproduction