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1、1,商業流程的分類系統,2,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,3,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,4,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,5,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
2、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,6,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
3、係樹立企業目標,7,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,8,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,9,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
4、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,10,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,11,人力資源發展與管理,發展人力資源策略員工參與員工教育訓練獎勵與表揚維持員工福利與士氣工作輪調制度與雙梯晉升制度 招募、遴選與任用 職位評價 績效考核制度 離職管理 人力資源管理的風險管理勞資關係與勞工法令,12,資訊
5、管理,資訊系統管理評估與稽核資訊品質,13,財務與資產管理,管理財務資源1.1 預算制度1.2 管理資源重置1.3 設計資產結構1.4 管理現金流量處理財務與會計交易2.1 處理應付帳款2.2 處理薪資2.3 處理應收帳款2.4 結帳財務報告3.1 提供外部財務報表3.2 提供內部財務管理報表進行內部稽核稅務資產管理,14,環境管理,建立環境管理策略符合法令規章員工教育訓練執行污染防治環境復健能源節約政府與公共關係管理環境資訊系統監測環境管理計畫,15,公關管理,股東公關管理政府機構公關管理債權人公關管理建立公關計畫董事會公關管理社區公關管理處理法令與道德規範事宜,16,持續改善與變革管理,衡
6、量整體組織績效執行品質評鑑績效標竿研究進行流程改善變革管理執行全面品質管理執行六標準差策略改善活動,17,流程績效指標的分類系統,18,績效指標的分類(非財務類),企業發展客戶滿意客戶服務員工發展員工滿意工程設計環境衝擊彈性創新與產品開發供應商績效,存貨維護保養市場佔有組織發展生產力採購品質銷售品質銷售生產力排程,19,企業發展,New business from products,geographic penetration,demographic penetrationPerformance and customer satisfaction ratings compared to ben
7、chmarksCertifications from customers-percent of business done as certified supplierQuality improvement rate,20,客戶滿意,Customer expectations pany performance by surveyCompany performance petition by surveyComplaintsReturns and allowancesLost accountsOrder frequencySatisfaction with each aspect of goods
8、 or services sales,technical support,response,quality,value/cost ratio,etc.,21,客戶服務,Calls not answered in xx secondsCalls on hold longer than xx secondsCalls transferred to another partyAbandon rate caller gives upInquiry processing timeQueue time of people waiting in lineCredit request processing t
9、imeOrders/inquiries not processed within time limitsComplaints not resolved on first callComplaints not resolved in 24 hoursDegree of satisfaction wit complaint resolutionCourtesy,knowledge,empathy,responsiveness by survey,response cardOrder entry error rateOrder fulfillment accuracyBackorder rateOn
10、-time delivery rate Orders shipped complete and on timeActual ship date versus requested and promised dateActual ship date versus revised request dateOrders canceled and reason for cancellation,22,員工發展,Employees that have completed a personal development planEmployees complying with their developmen
11、t planTraining hours per employee per yearEmployees that have improved skills during past yearEmployees certified for skilled job functions or positionsEmployees who have interacted with customersEmployees involved in planningEmployees with spending authorityEmployee buy-in to quality improvementEmp
12、loyees terminated for performance,other problemsNeeds assessment gap required versus actual skills for positions,23,員工滿意,Attitude surveys to measure satisfaction with many factors policies,pay,leaders,immediate supervisor,working conditions,training hours,etc.Turnover voluntary and involuntary,by sp
13、ecific problemAbsenteeism by reasonTardinessEmployees applying for open positions from particular departments an indicator of dissatisfactionNumber of recognition events and awardsExpenditures on recognition eventsEmployees receiving recognitionSafety measures accidents,days lost by reason,24,環境衝擊,W
14、ater consumption and/or discharge per product unit,per employee,or per sales dollarWaste discharge per product unit,per sales dollarRegulatory compliance audit variancesPercent of recycled material used as raw material inputPercent of waste generated recycledEnergy consumed per unit,BTU/$sales,25,工程
15、設計,Design cycle timeEngineering changes after design completionEngineering change orders by reasonImprovements to productsCustomer satisfaction with product performanceReliability mean time between failuresReduction of parts count on productsQuality problems attributable to design,26,彈性,Number of st
16、andard,common,and unique partsNumber of different process capabilitiesPercentage of cross-trained personnelProduction setup/changeover timeAverage lot size being produced smaller is better,27,創新與產品開發,Number of improvements make to existing productsNumber of new products introduced/yearNumber of succ
17、essful new productsPercentage of sales coming from new/improved productsNumber of new features not duplicated by competitors introduced each year the number of“firsts”Percent of sales from proprietary productsPatents filed,issued,incorporated into productsMedian patent age in productsUse of current
18、technology percent of products made with technology less than xx years old,28,存貨,Service factor percent of orders filledTurns by product and group(aggregate turns is a very gross indicator)Production schedule delays because of material shortagesInventory items above/below target limitsPhysical inven
19、tory variancesShow-moving and obsolete inventoryExcess inventory anything above normal requirementsInventory accuracy and error ratesAdjustments to inventory records,29,維護保養,Downtime due to different types of equipment failureUnplanned versus planned maintenanceQuality problems due to equipment fail
20、ureAdherence to preventive maintenance schedulesWaste caused by maintenance tests,30,市場佔有,Sales/industry sales ratioSales growth rate versus industry growth rateNew accountsShare of key accounts business,31,組織發展,Employee and management participation on teamsCost reductions,other quality improvements
21、 achieved by teams(measured as cost-of-quality savings)Employees on self-managing teamsEmployees participating in suggestion planSuggestions/employee$saved by suggestionsTeams making positive contributionTeams achieving goalsEmployees and managers“buying into”quality improvement principles$spent on
22、training as a percent of salesPositions filled by internal promotion versus new hires,32,生產力,Sales/employee$produced/employeeUnits/labor hour and labor dollar for direct,indirect,and total labor costsTotal value of finished products/total production costs(Overhead+labor costs)/units produced=value a
23、dded cost ratio(omit material costs)Space productivity sales or production per square foot,33,採購,Quality of vendors defects by type,returns,delivery performance,etc.Percent of parts from certified vendorsChanges to purchase orders by reasonTotal number of vendors lower is generally better,providing
24、quality and cost requirements are satisfiedSavings relative to previous year costs,34,品質(外部客戶),Complaints and complimentsCredits/returnsOrders lost and reason whyDefects at installation during first 90 daysDefect rate of the total population of equipment at customer sites Internal quality as a leadi
25、ng indicatorQuality problems detected during product audits in the fieldPercent of bids or proposals acceptedTechnical support costs/unit soldMean time between failureService calls or complaints/unit soldRevisions to reports for customers corrections and additions Customer quality dataCertification
26、by customersAwards from customers,35,品質(內部客戶),Costs of quality rework,rejects,warranties,returns and allowances,inspection labor and equipment,complaint processing costsWaste all forms:scrap,rejects,under-utilized capacity,idle time,downtime,excess production,etc.Yield net good product producedProce
27、sses under statistical control with sufficient capabilityProcesses“Poka-Yoked”or made foolproofProcess capabilityProduct changes to correct design deficienciesAdherence to schedule tasks being performed on time;jobs ahead or behind scheduleChanges to purchase and production orders by reasonNumber of
28、 times scheduled ship or complete date changes,36,品質領導,Time spent communicating quality values to employeesTime spent on quality improvement activitiesAccomplishment of quality implementation milestonesEmployee buy-in to quality values and concepts indexPercent positive feedback from employees after
29、 meetingsAchievement of quality goalsQuality index based on the Baldrige Award criteria,37,銷售品質,Service,responsiveness,knowledge,empathy from customer satisfaction surveyConformance to company guidelines for lead-times,quantities,special modifications,etc.Accuracy and completeness of specifications
30、for ordersChanges to orders after initial placement controllable and uncontrollableTimeliness and accuracy of price quotations and requests for samplesPricing accuracyComplaint resolution timeliness and effectivenessResponse time to inquiries and special requestsEthics attribute score,38,銷售生產力,Time
31、spent on selling versus administrative activitiesSales to selling costs ratioSales process performance Queue/production,39,排程,Actual versus scheduled complete date by work center,department,production cellLate items as percent of average daily productionSchedule changes controlled and uncontrolledTi
32、me lost due to schedule changes or deviations from scheduleOrders and reports shipped by express servicesQue production time ratio how long it takes to process an order,divided by how long it would take if there were no delays between process steps(minimum value=1.0),40,供應商績效,Product defectsDelivery
33、 performanceQuality improvement rateProcess capability and improvements in capabilityProcess quality from vendors dataCost reduction rateOrder cycle timeEmergency response timeCompliance with operating guidelines,such as having a disaster planDocumentation conformance measured on an on-going basis a
34、nd by auditsBilling accuracyTime to resolve complaints,get credits for product quality problems,41,領先指標範例：日本將擺脫通貨緊縮的陰影？,土地價格觸底,辦公室租賃開始增加,Note:Weekly basis,as of November 8,2003.Source:Nikkei Sangyo Shimbun,高爾夫俱樂部入會價格開始調高,5、世上最美好的事是：我已经长大，父母还未老;我有能力报答，父母仍然健康。6、没什么可怕的，大家都一样，在试探中不断前行。7、时间就像一张网，你撒在哪里，你的
35、收获就在哪里。纽扣第一颗就扣错了，可你扣到最后一颗才发现。有些事一开始就是错的，可只有到最后才不得不承认。8、世上的事，只要肯用心去学，没有一件是太晚的。要始终保持敬畏之心，对阳光，对美，对痛楚。9、别再去抱怨身边人善变，多懂一些道理，明白一些事理，毕竟每个人都是越活越现实。10、山有封顶，还有彼岸，慢慢长途，终有回转，余味苦涩，终有回甘。11、人生就像是一个马尔可夫链，你的未来取决于你当下正在做的事，而无关于过去做完的事。12、女人，要么有美貌，要么有智慧，如果两者你都不占绝对优势，那你就选择善良。13、时间，抓住了就是黄金，虚度了就是流水。理想，努力了才叫梦想，放弃了那只是妄想。努力，虽然
36、未必会收获，但放弃，就一定一无所获。14、一个人的知识，通过学习可以得到;一个人的成长，就必须通过磨练。若是自己没有尽力，就没有资格批评别人不用心。开口抱怨很容易，但是闭嘴努力的人更加值得尊敬。15、如果没有人为你遮风挡雨，那就学会自己披荆斩棘，面对一切，用倔强的骄傲，活出无人能及的精彩。5、人生每天都要笑，生活的下一秒发生什么，我们谁也不知道。所以，放下心里的纠结，放下脑中的烦恼，放下生活的不愉快，活在当下。人生喜怒哀乐，百般形态，不如在心里全部淡然处之，轻轻一笑，让心更自在，生命更恒久。积极者相信只有推动自己才能推动世界，只要推动自己就能推动世界。6、人性本善，纯如清溪流水凝露莹烁。欲望与
37、情绪如风沙袭扰，把原本如天空旷蔚蓝的心蒙蔽。但我知道，每个人的心灵深处，不管乌云密布还是阴淤苍茫，但依然有一道彩虹，亮丽于心中某处。7、每个人的心里，都藏着一个了不起的自己，只要你不颓废，不消极，一直悄悄酝酿着乐观，培养着豁达，坚持着善良，只要在路上，就没有到达不了的远方！8、不要活在别人眼中，更不要活在别人嘴中。世界不会因为你的抱怨不满而为你改变，你能做到的只有改变你自己！9、欲戴王冠，必承其重。哪有什么好命天赐，不都是一路披荆斩棘才换来的。10、放手如拔牙。牙被拔掉的那一刻，你会觉得解脱。但舌头总会不由自主地往那个空空的牙洞里舔，一天数次。不痛了不代表你能完全无视，留下的那个空缺永远都在，
38、偶尔甚至会异常挂念。适应是需要时间的，但牙总是要拔，因为太痛，所以终归还是要放手，随它去。11、这个世界其实很公平，你想要比别人强，你就必须去做别人不想做的事，你想要过更好的生活，你就必须去承受更多的困难，承受别人不能承受的压力。12、逆境给人宝贵的磨炼机会。只有经得起环境考验的人，才能算是真正的强者。自古以来的伟人，大多是抱着不屈不挠的精神，从逆境中挣扎奋斗过来的。13、不同的人生，有不同的幸福。去发现你所拥有幸运，少抱怨上苍的不公，把握属于自己的幸福。你，我，我们大家都可以经历幸福的人生。14、给自己一份坚强，擦干眼泪；给自己一份自信，不卑不亢；给自己一份洒脱，悠然前行。轻轻品，静静藏。为
39、了看阳光，我来到这世上；为了与阳光同行，我笑对忧伤。15、总不能流血就喊痛，怕黑就开灯，想念就联系，疲惫就放空，被孤立就讨好，脆弱就想家，不要被现在而蒙蔽双眼，终究是要长大，最漆黑的那段路终要自己走完。5、从来不跌倒不算光彩，每次跌倒后能再站起来，才是最大的荣耀。6、这个世界到处充满着不公平，我们能做的不仅仅是接受，还要试着做一些反抗。7、一个最困苦、最卑贱、最为命运所屈辱的人，只要还抱有希望，便无所怨惧。8、有些人，因为陪你走的时间长了，你便淡然了，其实是他们给你撑起了生命的天空；有些人，分开了，就忘了吧，残缺是一种大美。9、照自己的意思去理解自己，不要小看自己，被别人的意见引入歧途。10、没人能让我输，除非我不想赢！11、花开不是为了花落，而是为了开的更加灿烂。12、随随便便浪费的时间，再也不能赢回来。13、不管从什么时候开始，重要的是开始以后不要停止；不管在什么时候结束，重要的是结束以后不要后悔。14、当你决定坚持一件事情，全世界都会为你让路。15、只有在开水里，茶叶才能展开生命浓郁的香气。,
