商业流程的分类系统2

商業流程的分類系統世匯顧問有限公司邱大恭1世匯顧問有限公司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世匯顧問有限公司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世匯顧問有限公司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世匯顧問有限公司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世匯顧問有限公司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世匯顧問有限公司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世匯顧問有限公司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世匯顧問有限公司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世匯顧問有限公司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世匯顧問有限公司人力資源源發展與與管理發展人力力資源策策略員工參與與員工教育育訓練獎勵與表表揚維持員工工福利與與士氣工作輪調調制度與與雙梯晉晉升制度度招募、遴遴選與任任用職位評價價績效考核核制度離職管理理人力資源源管理的的風險管管理勞資關係係與勞工工法令11世匯顧問問有限公公司資訊管理理資訊系統統管理評估與稽稽核資訊訊品質12世匯顧問問有限公公司財務與資資產管理理管理財務務資源1.1預預算制制度1.2管管理資資源重置置1.3設設計資資產結構構1.4管管理現現金流量量處理財務務與會計計交易2.1處處理應應付帳款款2.2處處理薪薪資2.3處處理應應收帳款款2.4結結帳財務報告告3.1提提供外外部財務務報表3.2提提供內內部財務務管理報報表進行內部部稽核稅務資產管理理13世匯顧問問有限公公司環境管理理建立環境境管理策策略符合法令令規章員工教育育訓練執行污染染防治環境復健健能源節約約政府與公公共關係係管理環境境資訊系系統監測環境境管理計計畫14世匯顧問問有限公公司公關管理理股東公關關管理政府機構構公關管管理債權人公公關管理理建立公關關計畫董事會公公關管理理社區公關關管理處理法令令與道德德規範事事宜15世匯顧問問有限公公司持續改善善與變革革管理衡量整體體組織績績效執行品質質評鑑績效標竿竿研究進行流程程改善變革管理理執行全面面品質管管理執行六標標準差策策略改善善活動16世匯顧問問有限公公司流程績效效指標的的分類系系統17世匯顧問問有限公公司績效指標標的分類類(非財務務類)企業發展展客戶滿意意客戶服務務員工發展展員工滿意意工程設計計環境衝擊擊彈性創新與產產品開發發供應商績績效存貨維護保養養市場佔有有組織發展展生產力採購品質銷售品質質銷售生產產力排程18世匯顧問問有限公公司企業發展展Newbusinessfromproducts,geographicpenetration,demographicpenetrationPerformanceandcustomersatisfactionratingscomparedtobenchmarksCertificationsfromcustomers-percentofbusinessdoneascertifiedsupplierQualityimprovementrate19世匯顧問問有限公公司客戶滿意意Cpanyperformance––bysurveyCompanyperformancepetition––bysurveyComplaintsReturnsandallowancesLostaccountsOrderfrequencySatisfactionwitheachaspectofgoodsorservices–sales,technicalsupport,response,quality,value/costratio,etc.20世匯顧問有有限公司客戶服務CallsnotansweredinxxsecondsCallsonholdlongerthanxxsecondsCallstransferredtoanotherpartyAbandonrate––callergivesupInquiryprocessingtimeQueuetimeofpeoplewaitinginlineCreditrequestprocessingtimeOrders/inquiriesnotprocessedwithintimelimitsComplaintsnotresolvedonfirstcallComplaintsnotresolvedin24hoursDegreeofsatisfactionwitcomplaintresolutionCourtesy,knowledge,empathy,responsiveness––bysurvey,responsecardOrderentryerrorrateOrderfulfillmentaccuracyBackorderrateOn-timedeliveryrateOrdersshippedcompleteandontimeActualshipdateversusrequestedandpromiseddateActualshipdateversusrevisedrequestdateOrderscanceledandreasonforcancellation21世匯顧問有有限公司員工發展EmployeesthathavecompletedapersonaldevelopmentplanEmployeescomplyingwiththeirdevelopmentplanTraininghoursperemployeeperyearEmployeesthathaveimprovedskillsduringpastyearEmployeescertifiedforskilledjobfunctionsorpositionsEmployeeswhohaveinteractedwithcustomersEmployeesinvolvedinplanningEmployeeswithspendingauthorityEmployeebuy-intoqualityimprovementEmployeesterminatedforperformance,otherproblemsNeedsassessmentgap––requiredversusactualskillsforpositions22世匯顧問有有限公司員工滿意Attitudesurveystomeasuresatisfactionwithmanyfactors–policies,pay,leaders,immediatesupervisor,workingconditions,traininghours,etc.Turnover––voluntaryandinvoluntary,byspecificproblemAbsenteeismbyreasonTardinessEmployeesapplyingforopenpositionsfromparticulardepartments–anindicatorofdissatisfactionNumberofrecognitioneventsandawardsExpendituresonrecognitioneventsEmployeesreceivingrecognitionSafetymeasures––accidents,dayslostbyreason23世匯顧問有有限公司環境衝擊Waterconsumptionand/ordischargeperproductunit,peremployee,orpersalesdollarWastedischargeperproductunit,persalesdollarRegulatorycompliance–auditvariancesPercentofrecycledmaterialusedasrawmaterialinputPercentofwastegeneratedrecycledEnergyconsumedperunit,BTU/$sales24世匯顧問有有限公司工程設計DesigncycletimeEngineeringchangesafterdesigncompletionEngineeringchangeorders–byreasonImprovementstoproductsCustomersatisfactionwithproductperformanceReliability––meantimebetweenfailuresReductionofpartscountonproductsQualityproblemsattributabletodesign25世匯顧問有有限公司彈性Numberofstandard,common,anduniquepartsNumberofdifferentprocesscapabilitiesPercentageofcross-trainedpersonnelProductionsetup/changeovertimeAveragelotsizebeingproduced––smallerisbetter26世匯顧問有有限公司創新與產品品開發NumberofimprovementsmaketoexistingproductsNumberofnewproductsintroduced/yearNumberofsuccessfulnewproductsPercentageofsalescomingfromnew/improvedproductsNumberofnewfeaturesnotduplicatedbycompetitorsintroducedeachyear–thenumberof“firsts”PercentofsalesfromproprietaryproductsPatentsfiled,issued,incorporatedintoproductsMedianpatentageinproductsUseofcurrenttechnology–percentofproductsmadewithtechnologylessthanxxyearsold27世匯顧問有有限公司存貨Servicefactor–percentofordersfilledTurnsbyproductandgroup(aggregateturnsisaverygrossindicator)ProductionscheduledelaysbecauseofmaterialshortagesInventoryitemsabove/belowtargetlimitsPhysicalinventoryvariancesShow-movingandobsoleteinventoryExcessinventory––anythingabovenormalrequirementsInventoryaccuracyanderrorratesAdjustmentstoinventoryrecords28世匯顧問有有限公司維護保養DowntimeduetodifferenttypesofequipmentfailureUnplannedversusplannedmaintenanceQualityproblemsduetoequipmentfailureAdherencetopreventivemaintenanceschedulesWastecausedbymaintenancetests29世匯顧問有有限公司市場佔有Sales/industrysalesratioSalesgrowthrateversusindustrygrowthrateNewaccountsShareofkeyaccounts’business30世匯顧問有有限公司組織發展EmployeeandmanagementparticipationonteamsCostreductions,otherqualityimprovementsachievedbyteams(measuredascost-of-qualitysavings)Employeesonself-managingteamsEmployeesparticipatinginsuggestionplanSuggestions/employee$savedbysuggestionsTeamsmakingpositivecontributionTeamsachievinggoalsEmployeesandmanagers“buyinginto”qualityimprovementprinciples$spentontrainingasapercentofsalesPositionsfilledbyinternalpromotionversusnewhires31世匯顧問有有限公司生產力Sales/employee$produced/employeeUnits/laborhourandlabordollarfordirect,indirect,andtotallaborcostsTotalvalueoffinishedproducts/totalproductioncosts(Overhead+laborcosts)/unitsproduced=valueaddedcostratio(omitmaterialcosts)Spaceproductivity–salesorproductionpersquarefoot32世匯顧問有有限公司採購Qualityofvendors–defectsbytype,returns,deliveryperformance,etc.PercentofpartsfromcertifiedvendorsChangestopurchaseorders–byreasonTotalnumberofvendors––lowerisgenerallybetter,providingqualityandcostrequirementsaresatisfiedSavingsrelativetopreviousyearcosts33世匯顧問有有限公司品質(外部部客戶)ComplaintsandcomplimentsCredits/returnsOrderslost––andreasonwhyDefectsatinstallationduringfirst90daysDefectrateofthetotalpopulationofequipmentatcustomersitesInternalquality––asaleadingindicatorQualityproblemsdetectedduringproductauditsinthefieldPercentofbidsorproposalsacceptedTechnicalsupportcosts/unitsoldMeantimebetweenfailureServicecallsorcomplaints/unitsoldRevisionstoreportsforcustomers––correctionsandadditionsCustomerqualitydataCertificationbycustomersAwardsfromcustomers34世匯顧問有限限公司品質(內部客客戶)Costsofquality–rework,rejects,warranties,returnsandallowances,inspectionlaborandequipment,complaintprocessingcostsWaste––allforms:scrap,rejects,under-utilizedcapacity,idletime,downtime,excessproduction,etc.Yield––netgoodproductproducedProcessesunderstatisticalcontrolwithsufficientcapabilityProcesses““Poka-Yoked”ormadefoolproofProcesscapabilityProductchangestocorrectdesigndeficienciesAdherencetoschedule–tasksbeingperformedontime;jobsaheadorbehindscheduleChangestopurchaseandproductionorders–byreasonNumberoftimesscheduledshiporcompletedatechanges35世匯顧問有限限公司品質領導TimespentcommunicatingqualityvaluestoemployeesTimespentonqualityimprovementactivitiesAccomplishmentofqualityimplementationmilestonesEmployeebuy-intoqualityvaluesandconceptsindexPercentpositivefeedbackfromemployeesaftermeetingsAchievementofqualitygoalsQualityindexbasedontheBaldrigeAwardcriteria36世匯顧問有限限公司銷售品質Service,responsiveness,knowledge,empathy–fromcustomersatisfactionsurveyConformancetocompanyguidelinesforlead-times,quantities,specialmodifications,etc.AccuracyandcompletenessofspecificationsforordersChangestoordersafterinitialplacement–controllableanduncontrollableTimelinessandaccuracyofpricequotationsandrequestsforsamplesPricingaccuracyComplaintresolutiontimelinessandeffectivenessResponsetimetoinquiriesandspecialrequestsEthicsattributescore37世匯顧問有限限公司銷售生產力TimespentonsellingversusadministrativeactivitiesSalestosellingcostsratioSalesprocessperformanceQueue/production38世匯顧問有限限公司排程Actualversusscheduledcompletedatebyworkcenter,department,productioncellLateitemsaspercentofaveragedailyproductionSchedulechanges–controlledanduncontrolledTimelostduetoschedulechangesorde