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1、绩效咨询前期培训绩效咨询前期培训2 Focused Management Inc.2024/7/22At IssueEvery organization needs to measure and manage performance to satisfy the demands of stakeholdersTodays measurement and management methods are much better than in the past but need to be connected togetherThe speed of change and information a
2、ge computing and communications leave little margin for errorsDecision making needs facts3 Focused Management Inc.2024/7/22The Fish Tank SyndromeIf each person described what they saw, would it be the same description?4 Focused Management Inc.2024/7/22Implications of The Fish Tank SyndromeWe need a
3、variety of perspectives and with which to obtain a balanced, disciplined and dynamic view of our businessesWe need to develop a common / agreed understanding of the business and all of its characteristicsWe need a constantly available set of reference points to which we can returnWe need a living re
4、pository in which locate and maintain knowledge5 Focused Management Inc.2024/7/22Result What Is At StakeInappropriate measurement systems can be costly experiments Sobeys $50m ERP write off Boeings production problems in the late 1990sMalcolm Baldridge winner, Wallace Co bankrupt Fortune 500 compani
5、es will face a $31.5 Billion knowledge deficit next yearBy how much can profit be increased by changing your product/market mix to focus on your most profitable products6 Focused Management Inc.2024/7/22Performance ArchitectureA combination of a business logic methodology, relevant software and syst
6、ems capability. The links between the tools are as important as the tools themselves.7 Focused Management Inc.2024/7/22Performance Architecture to Drive ValueStakeholder Need/ValuesCustomersShareholdersEmployeesetc.Process ManagementHuman PerformanceIN OUTPerformance MeasuresScorecardOrganization De
7、signand CompensationBest PracticesActivity Based ManagementTIMEQUALITYFINANCIALQUANTITYStrategicPlan8 Focused Management Inc.2024/7/22Understand the Organization9 Focused Management Inc.2024/7/22Value-Based Management“VBM is a holistic management approach that encompasses redefined goals, redesigned
8、 organizational structures and systems, rejuvenated strategic and operational processes, and even revamped human resources practices”.“This holistic practice of VBM is in sharp contrast to the finance-driven appearance that VBM has taken on in the past ”INSEAD Working Paper, Are you (Really) Managin
9、g for Value?10 Focused Management Inc.2024/7/22Value Creation is an Operational Issue!11 Focused Management Inc.2024/7/22Processes are where the work is done“If you cant describe what you are doing as a process, you dont know what you are doing.” W. Edward Deming12 Focused Management Inc.2024/7/22Ho
10、w We Organize OurselvesThe Three Levels of PerformanceMarketSuppliersCIOFIII. Performer/Job LevelII. Process LevelI. Organization LevelProductsServicesNeeds13 Focused Management Inc.2024/7/22Organization Work is Performed by Systems of ProcessesAlignment of jobs, activities and processes with total
11、organization goals is critical to the success of the organization. Shared service organizations are an integral component.purchase orderordersinvoicesamples/specs.product requestsextrusionsSUPPLIERSCUSTOMERSpromotionsOrder FulfillmentStorePick, pack, shipbill, collectStrategic PlanningPlanning & Con
12、trolProduct DevelopmentTest dieBuild diedesignProductionProduct madeProcurementBuy materialStore & issueOrder GenerationOrder enteredpromotionInStockWork orderSales orderproductRequisitionMaterialsLinetimeNew DiesGoals/plansPerformance reportsPrice targetsYesNoHuman Resources / Systems / Maintenance
13、 / Facilities Support processesCorp. Gov.6%7%4%48%22%13%14 Focused Management Inc.2024/7/22Detailed Process MapCustomerCall CenterFirst LevelTechnicalDeptSecond LevelTechnicalDeptInventoryManagementSchedulingLogisticsSiteTechnicianEscalationR&DCall CloseTransfer orRerouteCustomerinformed ofSolutionC
14、allTransferReferencedocsPredictive call(electronical)Customer callsIVR Routing HWProblemIdentify- Customer- Product- SLAVerify EntitlementValidationCompleted?HardwareLog CallRe-repairQualifiedbyKnowledgetoolsToProcess5Installation?1st levelproduct?RerouteIdentifyProblemRemotesolved?HWProblem?Qualifi
15、cationdone?Problem IDIdentify PartIdentity Delivery Method(order parts - somecountries)Solution skill IDDispneeded?LaunchesCourierLogisticProcessSolutionIdentified?ValidationIdentifyPreblemID partID DMSolution skillDispneededCustomer told2nd Line willcall backRemote orProblemsolved?PredictiveGroupRo
16、ute toP2HelprequiredTechnicalAssistantResearches/SuggestsSolutionIdentifyon-siteResourcesOrderPartsAssign Call(some Deliverymethodautomated)ToInstallationProcessTechndispatchedPartsProcessCE goes tositecollectsparts Repaircompleted?FinishRepairEscalationProcessProcess same as Div XR&DProcessOff Line
17、ValidationClose callClose callClose callNoNoNoYesYesNoYesYesNoNoYesYesNoYesYesNoYesNoYesNoYesYesNoYesYesNoNoYesNoNoYesYesNoNoYes Service Delivery Process 15 Focused Management Inc.2024/7/22Activity Cost ResultsActivity DriverDriver QtyActivity Cost$ / Unit# Credit Control Transactions1,893 36,414 19
18、.24# 3 Piece Height & Dia Changeovers20 171,200 8,560.00# 3 Piece Height Changeovers59 43,850 743.22# Ink Mixes6,401 68,276 10.67# Products Costed115 5,550 48.26# Traded Sales Transactions866 7,162 8.27# Plant 7 Works Order Issues40,551 48,084 1.19# Hrs. Run 3 Pc. Good Products22,261 1,305,303 58.64
19、# Hrs. Run DRD Good Products14,477 1,100,338 76.01# Hrs. Run Marq. Good Products9,078 1,205,748 132.82# Hrs. Run Rect. Line Good Products2,981 410,534 137.7216 Focused Management Inc.2024/7/22ABC & Process Analysis: Thoughtful Interaction Service Delivery Process CustomerCall CenterFirst LevelTechni
20、calDeptSecond LevelTechnicalDeptInventoryManagementSchedulingLogisticsSiteTechnicianEscalationR&DCall CloseTransfer orRerouteCustomerinformed ofSolutionCallTransferReferencedocsPredictive call(electronical)Customer callsIVR Routing HWProblemIdentify- Customer- Product- SLAVerify EntitlementValidatio
21、nCompleted?HardwareLog CallRe-repairQualifiedbyKnowledgetoolsToProcess5Installation?1st levelproduct?RerouteIdentifyProblemRemotesolved?HWProblem?Qualificationdone?Problem IDIdentify PartIdentity Delivery Method(order parts - somecountries)Solution skill IDDispneeded?LaunchesCourierLogisticProcessSo
22、lutionIdentified?ValidationIdentifyPreblemID partID DMSolution skillDispneededCustomer told2nd Line willcall backRemote orProblemsolved?PredictiveGroupRoute toP2HelprequiredTechnicalAssistantResearches/SuggestsSolutionIdentifyon-siteResourcesOrderPartsAssign Call(some Deliverymethodautomated)ToInsta
23、llationProcessTechndispatchedPartsProcessCE goes tositecollectsparts Repaircompleted?FinishRepairEscalationProcessProcess same as Div XR&DProcessOff LineValidationClose callClose callClose callNoNoNoYesYesNoYesYesNoNoYesYesNoYesYesNoYesNoYesNoYesYesNoYesYesNoNoYesNoNoYesYesNoNoYesABC ACTIVITY# 524CA
24、LL RECEIPT$0.2mABC ACTIVITY # 355CUSTOMERQUALIFICATION$1.1mABC ACTIVITY# 274DISPATCH PARTS$0.3mABC ACTIVITY#432ON-SITE FIX$7.9mTotal Process Cost = $9.5m17 Focused Management Inc.2024/7/22Costed ProcessProcess:TOTAL COSTOrder Fulfillment Process:$4,437,716Activities In Process:CostApprove creditsCol
25、lecting accountsFreight delivery costEnter credit notesEnter customer ordersFreight pallet miles costPick loose casesPicking palletsPay promotional claimsShipping paperworkDriver# Credits# Orders# Orders# Credits# Orders# Pallet X Miles# Loose Cases# Pallets# Claims# Orders170,123499,689167,546154,5
26、39661,3891,035,546843,869305,769395,342203,90318 Focused Management Inc.2024/7/22Activity AnalysisThe first step in an ABC analysis is to understand what activities are performed in the organization.Activity Survey Questionnaire (ASQ) facilitates simple and efficient collection of activity data thro
27、ughout the organization, prepares the data for import into analysis tools and produces draft activity and process costs.Lets see ASQ in action19 Focused Management Inc.2024/7/22PharmacyBest Practice AnalysisUnit Cost ComparisonActivityIowaLos AngelesNew YorkTempeMichiganReceive orders0.09 0.15 0.16
28、0.06 0.06 Order set-up0.83 0.59 1.22 0.84 0.71 Checking RXs0.68 0.60 0.59 0.24 0.76 File hard copy RXs & scan0.07 0.10 0.16 0.12 0.25 Process inventory0.07 0.04 0.07 0.03 0.21 Bag & ship orders12.06 7.72 8.45 6.90 7.47 20 Focused Management Inc.2024/7/22Product / Customer ABC Profit21 Focused Manage
29、ment Inc.2024/7/22VBM Product / Customer Economic Profit22 Focused Management Inc.2024/7/22Key Process Measures Measures can be limited to M1 (end of process) and M2 (sub-process) measures M1-E (External) measures should be derived from goalsM2M1-IExternal/Customer MeasuresInternal/Business Measures
30、Subprocess MeasuresM1-ECUSTOMERFUNCTION AFUNCTION BFUNCTION CM2M2M2M2M1-EM1-I23 Focused Management Inc.2024/7/22Linking Process to Job“SHOULD” PROCESS MAPCustomerFunction AFunction CFunction DCROSS-FUNCTIONAL ROLE/RESPONSIBILITY MATRIXFunctions and OutputsFunction AFunction BFunction CFunction D“Sho
31、uld” Macro StepsFUNCTIONAL ROLE/RESPONSIBILITY MATRIX“Should” Process StepsJobs and OutputsJob 1Job 2Job 3Job 4Function B OutputsConsequencesInputOutputFeedbackHuman Performance System“IS” PROCESS MAPMeasuresEverywhere24 Focused Management Inc.2024/7/22Process Measures WorksheetMaterial Acquisition
32、ProcessTotal Process MeasuresDimensionCurrent PerformanceMeasureShort TermGoalLong TermGoalActionsto be takenProcessOutputBench-marksPerspectives of Measurement25 Focused Management Inc.2024/7/22Insights, Procedures, Guidelines, ExpertiseBusiness Repository:your corporate DNAFeedbackKnowledge Manage
33、ment Creates “Living Processes”The Performance Point !26 Focused Management Inc.2024/7/22Measures Software to Influence Human BehaviorFDistribution of consistent and appropriate measurement information to everyone in the organization is fundamental to execution of A/VBM FUse of computer technologies
34、 - data warehouse, OLAP and presentation layer software provide the “media” of distributionFIt is the media that facilitates organization change. The marriage of management philosophy with technology and the imperative to create valueFThe media is represented by the presentation of current measures
35、and performance information on computer screens to all accountable partiesFThe suite of tools includes software to perform simulation modeling of processes and economic performanceSample Measurement Scorecard / DashboardFocused Management Info CenterPersonal Product Customer Projects Presentations F
36、inancial Models News Links Info & Profit Info & ProfitData& AnalysisE-mailNew flashes & Alerts-market-competition-industry-company info and alerts(push technology)Calendar Tasks Stock Price External LinksThe Performance Architecture-ScorecardWith Links and drill downThe OrganizationMy Part of the Or
37、ganization2024/7/2228 Focused Management Inc.2024/7/22Driving Performance in OrganizationDetermine stakeholder needsDevelop organization strategyAnalyze activities, processes and measuresDetermine costs, current performance and benchmarkEstablish performance standardsEstablish goals / budgets & acti
38、on plansDeploy measures and knowledge repository systems29 Focused Management Inc.2024/7/22World Class Tools To Lead You Into The Future30 Focused Management Inc.2024/7/22n Strategy Reviewn Value Based Managementn Business Process Improvement and Managementn Balanced Performance Measurementn Activit
39、y Based Management / Budgetingn ERP / Databasesn CRMn Portals / Presentationn ABM / Knowledge Managementn Systems Planning and Analysis n Systems Implementationn Managed Services & TrainingValue Creating MethodologiesInformation Technology ServicesSoftwareValue CreatingSolutions=PerformanceInformati
40、on TechnologyPortalsAssessments Training Design ConsultingFacilitation At Focused Management Inc. we are devoted to creating value for our clients by working with their staff to transfer skills and knowledge through the implementation of highly respected and proven performance management methodologi
41、es and software solutions. Our market led, technology focus enables us to provide responsive, comprehensive solutions that link strategy with practical results.Our seasoned team of professionals will address strategy, operations, risk, and technology issues in designing and facilitating end-to-end s
42、olutions that are specific to a clients situation and business needs.We have professional staff in North America and affiliates around the world who provide strategic, operations improvement and systems integration consulting to organizations in all segments.Seasoned professionals, powerful software
43、 working with your people to achieve business objectivesFocused Management Inc.31 Focused Management Inc.2024/7/22The Partnership to Implement Your Performance ArchitectureDomain Knowledge32 Focused Management Inc.2024/7/22FMI ServicesPerformance Architecture FacilitationProcess Improvement & Manage
44、mentActivity Based Costing / ManagementValue Based ManagementKnowledge Management SystemsInformation PortalsOrganization DesignClient-server systems integrationCRM & ERP Systems integrationWe Believe in: Value, Velocity & Integrity33 Focused Management Inc.2024/7/22Network ServicesCP RailTelusAT&TMC
45、I WorldComOntario HydroRogers CableConsumer Products / DistributionESI/Value RxKelloggsHewlett PackardMcNeil Consumer ProductsPartial List of ClientsManufacturingLOF PilkingtonVolkswagen CanadaDuPontProcorGovernment ServicesCanadian NavyCity of BurlingtonCity of San DiegoRegion of HaltonCanadian Coast GuardCity of KitchenerAlberta Environmental ProtectionFinancial ServicesCitibank - NY & BrazilBanco WieseToyota Motor Credit Corp.Canada TrustZurich InsuranceSun Life InsuranceTD BankFidelity InvestmentsContact InformationPlease Contact Us At:905-829-2658PSwww.FocusedM2024/7/22
