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1、平衡记分卡（Balanced Scorecard）概要 学习与成长 - 雇员满意度 - 团队精神 - 信息利用程度 财务- 成本最优使命愿景战略 客户 - 客户满意度 内部运营流程- 有效的内部控制 - 有效的供应商管理- 综合利用多种获得资源的途径- 流程不断改进平衡记分卡的目标与衡量方法 MISSIONTo provide acquisition and assistance services tosupport accomplishment of the Departmentsprogrammatic goals and objectives. STRATEGYTo change the
2、 present systems culture, managementsystems, and line processes consistent with theprinciples of Quality Management, in order to establish and maintain: a customer focus, a sense ofurgency, continuous and breakthrough processimprovement, and an emphasis on results. VISIONTo deliver on a timely basis
3、 the best value productor service to our customers while maintainingthe publics trust and fulfilling public policy objectives. CUSTOMER- Customer SatisfactionCUSTOMER PERSPECTIVEA-6Customer Satisfaction CORE Customer Satisfaction IndexData Source: Customer Climate SurveyAlso, documented results from
4、 formal Baldrige, Presidential or Energy QualityAward Self-Assessments and Site VisitEvaluationsElements:Timeliness: Extent of customersatisfaction with timeliness ofprocurement processing; planningactivities; and on-going communicationsQuality: Extent of customer satisfactionwith the quality of pro
5、curement servicesCommunications: Extent to whichprocurement communicates accurate information which impacts the workof my organization 85% customer satisfaction rating in 1998(90% in 1999, 95% in 2000)CUSTOMER PERSPECTIVE OBJECTIVE MEASURE NATIONAL TARGET A-7CUSTOMER PERSPECTIVE OBJECTIVE MEASURE NA
6、TIONAL TARGET (Appropriate targets will be negotiated between the Cognizant DOE ContractingOfficer and the contractor purchasingorganization)Customer Satisfaction (Cont .) OPTIONAL Data Source:Real-time Transactional Survey(if appropriate)Elements Menu:ScheduleCostBest ValuePerformance against stand
7、ard/commitmentOverall Satisfaction A-8 INTERNAL BUSINESS PROCESSES-Effective Internal Controls-Effective Supplier Management-Effective Utilization of Alternate Procurerment Approaches-Streamlined Processes-Acquisition Process-Good Corporate Citizenship through PurchasingINTERNAL BUSINESS PROCESS PER
8、SPECTIVEA-13Effective Internal ControlsData Source: Transactional reviewof purchasing files, review boards andLocal Purchasing InformationSystems (LPIS)Effective Supplier ManagementData Source: LPISEffective Utilization of AlternateProcurement ApproachesData Source: LPISCore:% of systems in full com
9、pliance with stakeholder requirements (e.g., applicablelaws, regulations, terms and conditions ofcontracts, ethics, etc.) based on self-assessmentand subject to fatal flaw considerationsCore:% Delivery on-timeOptional:Supplier SatisfactionPrequalified suppliers as a % of all suppliers Rejection rate
10、s due to non-conformance to contract requirementsCore:Optimum % of transactions placed by users(JIT, Procurement Card, etc. divided by thesum of total transactions) Optional:% utilization of ICPT and other leveraged purchases% of RFPs over $100K issued electronically A-14Meets or exceeds expectation
11、s85% on-time delivery (includes JIT)(Appropriate targets will be negotiated between the Cognizant DOE ContractingOfficer and the contractor purchasingorganization)INTERNAL BUSINESS PERSPECTIVE OBJECTIVE MEASURE NATIONAL TARGET Streamlined ProcessesData Source: LPISAcquisition ProcessData Source: LPI
12、SGood Corporate Citizenship throughPurchasingData Source: Local goals as negotiatedwith cognizant DOE officeCore:Number of critical processes reengineered/ redesigned. or re-validatedOptional:% purchase action utilization of ElectronicCommerceCore:Average cycle time (exception: ProcurementCard)Optio
13、nal: Average cycle time($100,000)Core:% of economic and social diversity andlocal participation program goals achieved,including: SB and SDB Goals Regional/Local Outreach/Support Good Neighbor Program A-15 Two annually20 days cycle time (CAPS)Specific negotiations with local DOEOfficeINTERNAL BUSINE
14、SS PERSPECTIVE OBJECTIVE MEASURE NATIONAL TARGET LEARNING AND GROWTH- Employee Satisfaction- Employee Alignment-Information AvailabilityLEARNING AND GROWTH PERSPECTIVEA-21Employee SatisfactionData Source: Employee Climate SurveyAlso, documented results from formal Baldrige, Presidential or Energy Qu
15、alityAward Self-Assessments and Site VisitEvaluationsEmployee AlignmentData Source: Employee PerformanceAppraisals and Local Purchasing Information Systems as appropriateInformation AvailabilityLocal Purchasing Information Systemsas appropriate LEARNING AND GROWTH PERSPECTIVE OBJECTIVE MEASURE NATIO
16、NAL TARGET Core:Employee Satisfaction IndexEmployee Satisfaction Index includes datafrom employee survey, focus groups,absenteeism, and voluntary terminationsCore:Employee Alignment % of employeeswhose actual performance is aligned with Key Success FactorsCore:Information Availability MeasureThis is a measure of useful information(e.g., policies, procedures, operationalreports) available to employees (Appropriate targets will be negotiated between the Cognizant DOE Contracting Officer and the co
