医疗行业外国的一份绩效管理英文

Topic:PerformanceManagementKongkitiPhusavat,Ph.D.AssociateProfessorInternationalGraduatePrograminIndustrialEngineeringKasetsartUniversityBangkok,Thailand1KasetsartUniversityOverviewManagementFunctions:planning,coordinating,andcontrollingProcesses:measurement,analysis/evaluation,andimprovementEmphasisontheorganizationalandfunctionallevel2KasetsartUniversityOverviewMeasurement:understandingofthetermKPIorperformancemeasures,identificationoftheKPI,applicationofMFPMM,audittoimproveKPIbylinkingwithpolicies,objectives,database,etc.,rationetworking,andtargetsettingAnalysis:trend/variationunderstandingwithMCPMT,benchmarkingprocess,andscorecardandroot-causeanalysisImprovement:outsourcing,developmentofmanufacturingstrategies,integrationofknowledgelearnedonlogisticsandsupplierpartnership3KasetsartUniversityOverviewWhatreflectsorrepresentsthetermperformance?

KaplanandNorton(1992):Financial,customer,internalbusiness,andinnovation/learningSinkandTuttle(1989):Profitability,productivity,quality,qualityofworklife,innovation,effectiveness,andefficiencyHarper(1984):Productivity,unitcost,price,factorproportion,costproportion,productmix,andinputallocation4KasetsartUniversityIntroductionMulti-national,national,andindustriallevelsOrganizational,functional,program,andprojectlevelsTeamandindividuallevelsIndividuallevelManagementWorkforcesKnowledgeandwhite-collarBlue-collar5KasetsartUniversityIntroductionMeasuringproductivity/performancerequiresasystemviewofanorganizationoraunitofanalysis.Measuringproductivity/performanceiscommon.Understandingofimpactsfromlowproductivityiscriticalformanagement(competitiveness).Understandingofunitdimensionsanddefinitionsareessentialformeasurement.6KasetsartUniversityIntroductionOngoingIssuesfor“Productivity”ManagementTotal-,multi-,andsingle-factorproductivityconsiderationCombinationofvariousinputfactors(considerationintoweightofeachinput,datacollectedsuchasintangibleassets,unitdimensions,reportingandinformationformatontabularand/orgraphicalforms,etc.)aswellasoutputfactors7KasetsartUniversityIntroductionSystemViewofanOrganizationProcessesOutputsInputsDownstreamUpstream8KasetsartUniversityPurposesofperformancemeasurement:

ToidentifywhetherwearemeetingcustomerrequirementsTohelpuseunderstandourprocessesToensuredecisionsarebasedonfacts,notonemotionToshowwhereimprovementsneedtobemadeToshowifimprovementsactuallyhappenedToidentifywhetherourcontractorsorsuppliersaremeetingourrequirements

(DepartmentofEnergy,USA)Introduction9KasetsartUniversityPerformancemeasurementshouldbeusedandintegratedintoamanagementsystemandprocess,basedonthefollowingreasons.Control:Performancemeasurementhelpsreduceprocessvariation.Continuousimprovement:Performancemeasurementhelpsidentifydefectresources,processtrends,anddefectpreventionaswellasopportunitiesforimprovement.Needtohavefeedbackbymanagement:Performancemeasurementhelpsmangersandadministratorsrealizewhatistobedone,whatisbeingdone,whentotakecorrectiveandpreventiveactions,andwhentochangetheexpectation.(DepartmentofEnergy,USA)Introduction10KasetsartUniversityIntroductionDownstreamoroutcomes:customers,users,consumers,buyers,andstakeholders(impacts,reaction,satisfaction,financialgrowth,sales,return,replacement,recall,survival,etc.)Upstream:providers,suppliers,contractors,andvendors(relationships,partnerships,contractualagreements,etc.)11KasetsartUniversityIntroductionOutputsIntangibleTangibleOutcomes[Satisfaction,Expectation,DesirableImpacts,etc.]12KasetsartUniversityBasicsonMeasurementDeming“Youcannotmanagewhatyoucannotmeasure.”“Youcannotmeasurewhatyoucannotdefine.”“Youcannotdefinewhatyoudonotunderstand.”13KasetsartUniversityBasicsonMeasurement

Mandatedby

theGovernmentPerformanceandResultsAct(GPRA)of1993

Federalagenciesmustbeaccountableandfocusonimprovingservicequalityandcustomersatisfaction.

CoupledwiththeGovernmentManagementReformActof1994whichemphasizesperformanceimprovementandopennessforannualfinancialaudit(i.e.,PART,activity-basedmanagement,performance-basedcontract,adaptiveprocessforplanningandbudgeting,ownershipcost,etc.)14KasetsartUniversityBasicsonMeasurementThe1993GovernmentPerformanceandResultsAct(GPRA)requiresthefollowing: (1)Establishingtop-levelagency’spoliciesandobjectivesaswellasannualprogramgoals (2)Defininghowtheagencyintendstoachievetheseobjectivesandgoals (3)Demonstratehowtheagencywillmeasureitsownperformance,includingtheprograms15KasetsartUniversityBasicsonMeasurementBushAdministration(2001):“Performancemeasurementisnotanannualevent;ratheritisacontinuousprocessrequiringclearperformanceexpectations,periodicfeedbackforreview,andanalysisforimprovement.”BushAdministration(2001):“Performancemeasurementisnotanoption;theonlyquestionishowwellitisdone.”16KasetsartUniversityBasicsonMeasurementMeasurement:understandingonstatic/dynamicmeasure,andtotal-/partial-/single-factormeasure,andsurrogatemeasureStaticRatio:RevenueCostDynamicRatio: [Revenue46Revenue45]

[Cost46Cost45]17KasetsartUniversityBasicsonMeasurementSingle-factormeasure:OutputlaborPartial-ormulti-factormeasure:Output(labor+material)Total-factormeasure:Output(labor+material+capital+machine+facility+utility+information)18KasetsartUniversityBasicsonMeasurementCasestudyforsingle-factormeasure(laboronly):5employeesproducing500outputunitsinonemonthbyworking22dayspermonthand8hoursperday.Forthesecondmonth,600unitsweremadewith5employeesbutworking20dayswiththesameworkinghoursinoneday.[880=5228]and[800=5208]Staticmeasures(onemonth):500units880laborhours=0.57unitsperlaborhour500units5persons=100unitsperperson600units800laborhours=0.75unitsperlaborhour600units5persons=120unitsperpersonDynamicmeasures(onemonth):[(600500)][(800880)]=1.200.909=1.32or0.750.57=1.32[(600500)][(55)]=1.201.00=1.20or120100=1.20Nounitdimension!19KasetsartUniversityBasicsonMeasurementCasestudyformulti-orpartial-factormeasure:5employeesproducing500outputunitsinonemonthbyworking22dayspermonthand8hoursperday.Forthesecondmonth,600unitsweremadewith5employeesbutworking20dayswiththesameworkinghoursinoneday.Theamountofmaterialsusedare1,000and1,250unitsrespectively.Thepricefortheoutputsforthefirstandsecondmonthis$1,000perunitwhilethecostsoflaboroverthetwomonthsis$15perlaborhourand$150permaterialunit(m2)formaterial.[880=5228]and[800=5208]Multi-orpartial-factormeasuresareasfollows.Month#1:[(5001000)][(88015)+(1000150)]=3.06Month#2:[(6001000)][(80015)+(1250150)]=3.01Months1and2: [(6001000)(5001000)]=0.98 [(80015)+(1250150)][(88015)+(1000150)]

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