zv永续绝经营的企业世界级的公司

講題:永續絕經營的企業

–世界級的公司

(World-class)講員:劉英芳E-mail:liu_ying_fan@Speaker:YFLiu,劉英芳Experiences:1.TechnicalDirector,manufacturingoperations,WyethTaiwanCorporation2.EngagementDirector-BusinessConsulting,UnitopiaTaiwan3.Director-ManufacturingOperations,EliLilly&Co.Taiwan4.Manager-engineering,humanresources,production,GMPPlantdesignandconstructionEliLilly&Co.Taiwan5.SectionchiefofNuclearPowerProject,TaiwanPowerCo.Education:

M.S.,Univ.ofMass.AtLowell,U.S.A.1977B.S.,Tsing-HuaUniv.,1972

Contact:Mobilphone:0952-612-831E-mail:liu_ying_fan@Businessoperationexcellence

卓越的企業經營–品質獎MBNQA(美國)1.Leadership,領導力2.Informationandanalysis,資訊及分析3.Strategicplanning,策略規劃4.Humanresourcedevelopment,人力資源發展5.Processmanagement,流程管理6.Businessresults,營運成果7.Customersatisfaction,客戶滿意度EuropeanQualityAward(歐洲)1.Leadership2.Policyandstrategy3.Peoplemanagement4.Resources5.Processes6.Customersatisfaction7.Peoplesatisfaction8.Impactonsociety9.BusinessresultsBusinessoperationexcellence

卓越的企業經營–品質獎DemingAward(戴明獎)1.Policies,planning2.Administration3.Education4.Information5.Analysis6.Standardization7.Control8.Qualityassurance9.Results10.Futureplan(未來的規劃)TaiwanNationalQualityAward(台灣國家品質獎)1.Value,objective,strategy(經營理念,目標与集策略)2.Organizationandoperation(組織与運作)3.Humanresourcedevelopment(人力發展与運用)4.Informationmanagement(資訊管理与運用)5.Researchanddevelopment(研究發展)6.Qualityassurance(品質保証)7.Customerservicequality(客戶服務品質)8.Socialresponsibility(社會責任)9.Totalqualityperformance(全面品管績效)Builttolast–Collins

基業長青Stablecorevaluesystem,穩固的價值体系Balancedfocus,兼容並蓄Stretchgoals,高標準Nevergiveupmentality,堅持与恒心Continuousimprovement,精益求精OrganizationCapability

組織的體質People-skills,knowledge,character,competency人才–技能,知識,品格,能力Processes-management,operations&execution(dailyjobfunctioning),learning,teaching流程–管理,營運作業,學習,教導ProductorTechnology-innovation,development產品或技術–創新,發展Results-revenues,profits績效–營收,利潤Level5Hierarchy五個層級12345Contributingteammember有所貢獻的團隊成員Competentmanager,有能力的經理Effectiveleader,有效能的領導者Executive執行長Highlycapableindividual有才幹的個人TechnicalskillsPeopleskillsConceptualskillsQualityWorkforce

卓越的工作團隊Qualityworkforceisformedfromthequalitypeoplewhoisamasterforalltheprocessesrequiredtogeneratetheresultsinthejobfunction由職務上的專才組成(有能力創造績效)CEO,managers,supervisors,staffs,thefirstlineemployees總裁,經理,主管,幕僚,第一線員工Processandresult

流程与成果Processesareactionsandskillsrelevant,与作業及技能相關Process:equipment,material,procedure,..設備,材料,作業方法,..Establishprocessesineveryfunctionaldepartment,每個作業都要建立流程Standardizeallthekeyprocesses,流程標準化continuedResultsfocusonwhathashappenedwithinafunction,成果著重發生的事實Definethemetricstomonitortheresults,設定指標追蹤成果Usethedatafromonesystem,使用同一系統的資料Keepitsimpleandvisible,簡明ApplyP-D-C-Aforcontinuousimprovement,運用P-D-C-A執行持續改善Businessoperationprocesses

企業業經營流流程Businessplan,營營運計劃劃Salesandoperationsplanning,產產銷協協調計劃劃Humanresourcesplanningandmanagement,人力力資源規規劃与管管理Financialplanning,reporting,andmeasurement,財財務規劃劃,報報告,衡衡量指指標Manufacturingplanningandcontrol,生產企劃劃与控管管continuedDemandandsupplymanagement,需需求与供供貨管理理Distributionresourceplanning,配送送服務管管理Datamanagement,資料料管理Educationandtraining,教教育与訓訓練Qualitymanagementsystem,品品質管理理系統Performancemeasurements,績效效衡量Philosophyofmanagement管管理的的哲學Commonsense,一般般的常識識Simplemethod,簡簡單的方方法Simpleprocess,簡簡單的的流程Simpleskills,簡簡單的技技巧落後,貧貧窮主要要是管理理缺乏效效率,未未能善加加利用資資源落後,貧貧窮的國國家都是是欠缺適適當的管管理Aboutmanagement,管管理的里里程碑TaylorDemingPeterDruckeryear,年代188119501954Keyfocus重點Efficiency效率Quality,efficiency,effectiveness品質,效率,效果Management,Effectiveness管理,效果Target目標Labors勞工Allemployees全体員工Knowledgeworkers知識工作者Theory理論Workanalysis,standardhour工作分析,標準工時TQM全面品管Self-management自我管理Process/method流程/方法Stopwatch,jobenlargement/enrichment/rotation,馬錶,責任加大/提升/輪調QCC,TQC,JITP-D-C-AEmpowerment,Organization,team授能,組織,團隊Applicationinindustry,在業界的應用Fordautomobilefactory,福特汔車Toyotaautomobilefactory,豐田汽車GM,GE,3M,MotorolaTheNewBusinessOperationsModel企業經營營管理模模式Requirements需求Customers客戶Satisfaction滿意–HighQualityPurpose目的Results成果PeopleProcesses流程–GoodServices–()–LessTime–LowerCostAdditionalValue額外的價價值Customersatisfaction客客戶滿滿意度的的層次ExceedcustomerneedssatisfyunstatedcustomerneedsmeetvalidatedcustomerneedsCustomerPartnership夥伴關係係CustomerConfidence信任PreventcustomerComplaints,預預防客戶戶報怨Worldclassbusinessoperation世世界級級的企業業經營Improvingthepresent,持續續改善現現況Creatingforthefuture,創創造未未來Learning/teachingcontinuously,持續的學學習及教教導workingeffectivelyatthesametime同時有效效的執行行S-curveconcept,生生命曲曲線The1stS-curvecurrentprocesses,existingproducts,services,people現有的流流程,產產品,服務務,人人員The2ndS-curvefuture:direction,innovation,newproducts,newprocesses,betterservices,betterteams未來––方向向,創新新,產品品,流程程,服務務,團隊隊時間成長BusinessExcellenceEquation

卓越越企業經營的的定律ToBuildandMaintainQualityWorkforce建立並維持卓卓越的工作團團隊品質,成本本,生產力力1.驗收,秤料2.混合充填3.化驗包裝4.退貨客戶抱怨???!!!Measurement-Managed(數据化管理理)v.s.

Non-measurement-managed(非數據據化管理)M-managedNon-M-managedStrategyconsensus對策略的共識90%47%Teamwork團隊合作85%38%Opencomm.坦誠的溝通71%30%Effectivecomm.有效的溝通60%8%Employeeself-management員工自動自發42%16%QualityWorkforce

卓越的的工作團隊Qualityworkforceisformedfromthequalitypeoplewhoisamasterforalltheprocessesrequiredtogeneratetheresultsinthejobfunction由職務上的專專才組成(有能力創造造績效)CEO,managers,supervisors,staffs,thefirstlineemployees總裁,經理理,主管,幕僚,第第一線員工工GoodtoGreat從A到A+第五級領導人找對人有紀律的團隊隊面對現實刺蝟原則有紀律思考有紀律的行動動強調紀律的文化以科技為加速器厚植實力突飛猛進Successfulelement

成功功的要素FocusAlignShewart(Deming)cycle

forprocessimprovement1.Plan計劃2.Do執行3.Check檢討4.Act改善1.Plan/setgoals,planhowtoachievethem,設定目標標及行動方案2.Executetheplan執行計劃3.Followup