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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 進行焦點團
2、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係樹
3、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產品
4、/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,資訊管理
5、,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,衡量整
6、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,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 benchmar
7、ksCertifications 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 or s
8、ervices 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 timeOr
9、ders/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-time
10、 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 development pla
11、nTraining 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 improvementEmployee
12、s 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 specifi
13、c 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,Water
14、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/$sales,25,工程設計,De
15、sign cycle timeEngineering changes after design completionEngineering change orders by reasonImprovements to productsCustomer satisfaction with product performanceReliability mean time between failuresReduction of parts count on productsQuality problems attributable to design,26,彈性,Number of standar
16、d,common,and unique partsNumber of different process capabilitiesPercentage of cross-trained personnelProduction setup/changeover timeAverage lot size being produced smaller is better,27,創新與產品開發,Number of improvements make to existing productsNumber of new products introduced/yearNumber of successfu
17、l new productsPercentage of sales coming from new/improved productsNumber of new features not duplicated by competitors introduced each year the number of“firsts”Percent of sales from proprietary productsPatents filed,issued,incorporated into productsMedian patent age in productsUse of current techn
18、ology percent of products made with technology less than xx years old,28,存貨,Service factor percent of orders filledTurns by product and group(aggregate turns is a very gross indicator)Production schedule delays because of material shortagesInventory items above/below target limitsPhysical inventory
19、variancesShow-moving and obsolete inventoryExcess inventory anything above normal requirementsInventory accuracy and error ratesAdjustments to inventory records,29,維護保養,Downtime due to different types of equipment failureUnplanned versus planned maintenanceQuality problems due to equipment failureAd
20、herence to preventive maintenance schedulesWaste caused by maintenance tests,30,市場佔有,Sales/industry sales ratioSales growth rate versus industry growth rateNew accountsShare of key accounts business,31,組織發展,Employee and management participation on teamsCost reductions,other quality improvements achi
21、eved by teams(measured as cost-of-quality savings)Employees on self-managing teamsEmployees participating in suggestion planSuggestions/employee$saved by suggestionsTeams making positive contributionTeams achieving goalsEmployees and managers“buying into”quality improvement principles$spent on train
22、ing as a percent of salesPositions filled by internal promotion versus new hires,32,生產力,Sales/employee$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 added
23、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 quali
24、ty 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 leading in
25、dicatorQuality 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 by cu
26、stomersAwards 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 producedProcesses
27、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 time
28、s 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 meet
29、ingsAchievement 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 for o
30、rdersChanges 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 spent
31、 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 uncontrolledTime lo
32、st 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 perf
33、ormanceQuality 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 and 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,
