加拿大Focus咨询机构为香港地铁做的最新的绩效咨询前期培训（英文PPT34.pptx 35页

CostandPerformanceManagement:CreatingValuewithMeasuresPresentedbyFocusedManagementInc.FacilitatingPerformanceImprovementThroughBetterUseOfInformationAndTheApplicationOfDecisionSupportTools2021/9/29 AtIssueEveryorganizationneedstomeasureandmanageperformancetosatisfythedemandsofstakeholdersToday’smeasurementandmanagementmethodsaremuchbetterthaninthepastbutneedtobeconnectedtogetherThespeedofchangeandinformationagecomputingandcommunicationsleavelittlemarginforerrorsDecisionmakingneedsfacts TheFishTankSyndromeIfeachpersondescribedwhattheysaw,woulditbethesamedescription?Perspectivesvary!–Whichiscorrect? ImplicationsofTheFishTankSyndromeWeneedavarietyofperspectivesandwithwhichtoobtainabalanced,disciplinedanddynamicviewofourbusinessesWeneedtodevelopacommon/agreedunderstandingofthebusinessandallofitscharacteristicsWeneedaconstantlyavailablesetofreferencepointstowhichwecanreturnWeneedalivingrepositoryinwhichlocateandmaintainknowledge Result–WhatIsAtStakeInappropriatemeasurementsystemscanbecostlyexperimentsSobey’s$50mERPwriteoffBoeing’sproductionproblemsinthelate1990’sMalcolmBaldridgewinner,WallaceCo’bankruptFortune500companieswillfacea$31.5BillionknowledgedeficitnextyearByhowmuchcanprofitbeincreasedbychangingyourproduct/marketmixtofocusonyourmostprofitableproducts PerformanceArchitectureAcombinationofabusinesslogicmethodology,relevantsoftwareandsystemscapability.Thelinksbetweenthetoolsareasimportantasthetoolsthemselves. PerformanceArchitecturetoDriveValueSystemsEnabledPerformanceStakeholderNeed/ValuesCustomersShareholdersEmployeesetc.ProcessManagementHumanPerformanceINOUTPerformanceMeasuresScorecardOrganizationDesignandCompensationBestPracticesActivityBasedManagementActivityGoalsMeasuresResultsProcessGoalsMeasuresResultsOrganizationGoalsMeasuresResultsTIMEQUALITYFINANCIALQUANTITYStrategicPlan UnderstandtheOrganization Value-BasedManagement“VBMisaholisticmanagementapproachthatencompassesredefinedgoals,redesignedorganizationalstructuresandsystems,rejuvenatedstrategicandoperationalprocesses,andevenrevampedhumanresourcespractices”.“ThisholisticpracticeofVBMisinsharpcontrasttothefinance-drivenappearancethatVBMhastakenoninthepast…”INSEADWorkingPaper,Areyou(Really)ManagingforValue? ValueCreationisanOperationalIssue!LinkedtoSevenValueDrivers:SalesgrowthrateOperatingprofitmarginCashincometaxrateWorkingcapitalFixedcapitalCostofcapital-(WACC)GrowthdurationperiodCreatingshareholdervaluerequiresintensefocuson:DeliveringbenefitstocustomerinmostefficientwayHiring/retainingmotivatedworkforceMaintainingexcellentsupplierrelationshipsGoodcitizeninlocalcommunities Processesarewheretheworkisdone“Ifyoucan’tdescribewhatyouaredoingasaprocess,youdon’tknowwhatyouaredoing.”W.EdwardDemingProcess’sareconnectedtotheappropriateknowledgeandlearningelements.Allfocusedonthesuccessfulperformanceofasingletask.Processeslinkorganizationgoalsandmeasurestohumanperformanceandactivities. HowWeOrganizeOurselvesTheThreeLevelsofPerformanceMarketSuppliersCIOFIII.Performer/JobLevelII.ProcessLevelI.OrganizationLevelProductsServicesNeeds OrganizationWorkisPerformedbySystemsofProcessesAlignmentofjobs,activitiesandprocesseswithtotalorganizationgoalsiscriticaltothesuccessoftheorganization.Sharedserviceorganizationsareanintegralcomponent.purchaseorderordersinvoicesamples/specs.productrequestsextrusionsSUPPLIERSCUSTOMERSpromotionsOrderFulfillmentStorePick,pack,shipbill,collectStrategicPlanningPlanning&ControlProductDevelopmentTestdieBuilddiedesignProductionProductmadeProcurementBuymaterialStore&issueOrderGenerationOrderenteredpromotionInStockWorkorderSalesorderproductRequisitionMaterialsLinetimeNewDiesGoals/plansPerformancereportsPricetargetsYesNoHumanResources/Systems/Maintenance/FacilitiesSupportprocessesCorp.Gov.6%7%4%48%22%13% DetailedProcessMapCustomerCallCenterFirstLevelTechnicalDep’tSecondLevelTechnicalDep’tInventoryManagementSchedulingLogisticsSiteTechnicianEscalationR&DCallCloseTransferorRerouteCustomerinformedofSolutionCallTransferReferencedocsPredictivecall(electronical)CustomercallsIVRRoutingHWProblemIdentify-Customer-Product-SLAVerifyEntitlementValidationCompleted?HardwareLogCallRe-repairQualifiedbyKnowledgetoolsToProcess5Installation?1stlevelproduct?RerouteIdentifyProblemRemotesolved?HWProblem?Qualificationdone?ProblemIDIdentifyPartIdentityDeliveryMethod(orderparts-somecountries)SolutionskillIDDispneeded?LaunchesCourierLogisticProcessSolutionIdentified?ValidationIdentifyPreblemIDpartIDDMSolutionskillDispneededCustomertold2ndLinewillcallbackRemoteorProblemsolved?PredictiveGroupRoutetoP2HelprequiredTechnicalAssistantResearches/SuggestsSolutionIdentifyon-siteResourcesOrderPartsAssignCall(someDeliverymethodautomated)ToInstallationProcessTech’ndispatchedPartsProcessCEgoestositecollectspartsRepaircompleted?FinishRepairEscalationProcessProcesssameasDivXR&DProcessOffLineValidationClosecallClosecallClosecallNoNoNoYesYesNoYesYesNoNoYesYesNoYesYesNoYesNoYesNoYesYesNoYesYesNoNoYesNoNoYesYesNoNoYesServiceDeliveryProcess ActivityCostResultsActivityDriverDriverQtyActivityCost$/Unit#CreditControlTransactions1,89336,41419.24#3PieceHeight&DiaChangeovers20171,2008,560.00#3PieceHeightChangeovers5943,850743.22#InkMixes6,40168,27610.67#ProductsCosted1155,55048.26#TradedSalesTransactions8667,1628.27#Plant7WorksOrderIssues40,55148,0841.19#Hrs.Run3Pc.GoodProducts22,2611,305,30358.64#Hrs.RunDRDGoodProducts14,4771,100,33876.01#Hrs.RunMarq.GoodProducts9,0781,205,748132.82#Hrs.RunRect.LineGoodProducts2,981410,534137.72 ABC&ProcessAnalysis:ThoughtfulInteractionServiceDeliveryProcessCustomerCallCenterFirstLevelTechnicalDep’tSecondLevelTechnicalDep’tInventoryManagementSchedulingLogisticsSiteTechnicianEscalationR&DCallCloseTransferorRerouteCustomerinformedofSolutionCallTransferReferencedocsPredictivecall(electronical)CustomercallsIVRRoutingHWProblemIdentify-Customer-Product-SLAVerifyEntitlementValidationCompleted?HardwareLogCallRe-repairQualifiedbyKnowledgetoolsToProcess5Installation?1stlevelproduct?RerouteIdentifyProblemRemotesolved?HWProblem?Qualificationdone?ProblemIDIdentifyPartIdentityDeliveryMethod(orderparts-somecountries)SolutionskillIDDispneeded?LaunchesCourierLogisticProcessSolutionIdentified?ValidationIdentifyPreblemIDpartIDDMSolutionskillDispneededCustomertold2ndLinewillcallbackRemoteorProblemsolved?PredictiveGroupRoutetoP2HelprequiredTechnicalAssistantResearches/SuggestsSolutionIdentifyon-siteResourcesOrderPartsAssignCall(someDeliverymethodautomated)ToInstallationProcessTech’ndispatchedPartsProcessCEgoestositecollectspartsRepaircompleted?FinishRepairEscalationProcessProcesssameasDivXR&DProcessOffLineValidationClosecallClosecallClosecallNoNoNoYesYesNoYesYesNoNoYesYesNoYesYesNoYesNoYesNoYesYesNoYesYesNoNoYesNoNoYesYesNoNoYesABCACTIVITY#524CALLRECEIPT$0.2mABCACTIVITY#355CUSTOMERQUALIFICATION$1.1mABCACTIVITY#274DISPATCHPARTS$0.3mABCACTIVITY#432ON-SITEFIX$7.9mTotalProcessCost=$9.5m CostedProcessProcess:TOTALCOSTOrderFulfillmentProcess:$4,437,716ActivitiesInProcess:CostApprovecreditsCollectingaccountsFreightdeliverycostEntercreditnotesEntercustomerordersFreightpalletmilescostPickloosecasesPickingpalletsPaypromotionalclaimsShippingpaperworkDriver#Credits#Orders#Orders#Credits#Orders#PalletXMiles#LooseCases#Pallets#Claims#Orders170,123499,689167,546154,539661,3891,035,546843,869305,769395,342203,903 ActivityAnalysisThefirststepinanABCanalysisistounderstandwhatactivitiesareperformedintheorganization.ActivitySurveyQuestionnaire(ASQ)facilitatessimpleandefficientcollectionofactivitydatathroughouttheorganization,preparesthedataforimportintoanalysistoolsandproducesdraftactivityandprocesscosts.Let’sseeASQinaction PharmacyBestPracticeAnalysisUnitCostComparisonActivityIowaLosAngelesNewYorkTempeMichiganReceiveorders0.090.150.160.060.06Orderset-up0.830.591.220.840.71CheckingRXs0.680.600.590.240.76FilehardcopyRXs&scan0.070.100.160.120.25Processinventory0.070.040.070.030.21Bag&shiporders12.067.728.456.907.47 Product/CustomerABCProfit VBMProduct/CustomerEconomicProfit KeyProcessMeasuresMeasurescanbelimitedtoM1(endofprocess)andM2(sub-process)measuresM1-E(External)measuresshouldbederivedfromgoalsM2M1-IExternal/CustomerMeasuresInternal/BusinessMeasuresSubprocessMeasuresM1-ECUSTOMERFUNCTIONAFUNCTIONBFUNCTIONCM2M2M2M2M1-EM1-I LinkingProcesstoJob“SHOULD”PROCESSMAPCustomerFunctionAFunctionCFunctionDCROSS-FUNCTIONALROLE/RESPONSIBILITYMATRIXFunctionsandOutputsFunctionAFunctionBFunctionCFunctionD“Should”MacroStepsFUNCTIONALROLE/RESPONSIBILITYMATRIX“Should”ProcessStepsJobsandOutputsJob1Job2Job3Job4FunctionBOutputsConsequencesInputOutputFeedbackHumanPerformanceSystem“IS”PROCESSMAPMeasuresEverywhere ProcessMeasuresWorksheetMaterialAcquisitionProcessTotalProcessMeasuresDimensionCurrentPerformanceMeasureShortTermGoalLongTermGoalActionstobetakenProcessOutputBench-marksPerspectivesofMeasurement (Create&Gather)(Store&Deploy)(Use&Learn)processesknowledgetrainingInsights,Procedures,Guidelines,ExpertiseFrontlinesBusinessRepository:yourcorporateDNAFeedbackKnowledgeManagementCreates“LivingProcesses”Web/IntranetInternalorExternalCustomerThePerformancePoint! MeasuresSoftwaretoInfluenceHumanBehaviorDistributionofconsistentandappropriatemeasurementinformationtoeveryoneintheorganizationisfundamentaltoexecutionofA/VBMUseofcomputertechnologies-datawarehouse,OLAPandpresentationlayersoftwareprovidethe“media”ofdistributionItisthemediathatfacilitatesorganizationchange.ThemarriageofmanagementphilosophywithtechnologyandtheimperativetocreatevalueThemediaisrepresentedbythepresentationofcurrentmeasuresandperformanceinformationoncomputerscreenstoallaccountablepartiesThesuiteoftoolsincludessoftwaretoperformsimulationmodelingofprocessesandeconomicperformanceSampleMeasurementScorecard/Dashboard FocusedManagementInfoCenter©PersonalProductCustomerProjectsPresentationsFinancialModelsNewsLinksInfo&ProfitInfo&ProfitData&AnalysisE-mailNewflashes&Alerts-market-competition-industry-companyinfoandalerts(pushtechnology)CalendarTasksStockPriceExternalLinksThePerformanceArchitecture-ScorecardWithLinksanddrilldownTheOrganizationMyPartoftheOrganization2021/9/29 DrivingPerformanceinOrganizationDeterminestakeholderneedsDeveloporganizationstrategyAnalyzeactivities,processesandmeasuresDeterminecosts,currentperformanceandbenchmarkEstablishperformancestandardsEstablishgoals/budgets&actionplansDeploymeasuresandknowledgerepositorysystems WorldClassToolsToLeadYouIntoTheFutureThePerformanceManagementPortalProCartaActivitySurveyQuestionnaireOthersoftwareApplications:ActivityBasedCostingERPDatabaseInternetCRM StrategyReviewValueBasedManagementBusinessProcessImprovementandManagementBalancedPerformanceMeasurementActivityBasedManagement/BudgetingERP/DatabasesCRMPortals/PresentationABM/KnowledgeManagementSystemsPlanningandAnalysisSystemsImplementationManagedServices&TrainingValueCreatingMethodologiesInformationTechnologyServicesSoftwareValueCreatingSolutions=PerformanceInformationTechnologyPortalsAssessmentsTrainingDesignConsultingFacilitationAtFocusedManagementInc.wearedevotedtocreatingvalueforourclientsbyworkingwiththeirstafftotransferskillsandknowledgethroughtheimplementationofhighlyrespectedandprovenperformancemanagementmethodologiesandsoftwaresolutions.Ourmarketled,technologyfocusenablesustoprovideresponsive,comprehensivesolutionsthatlinkstrategywithpracticalresults.Ourseasonedteamofprofessionalswilladdressstrategy,operations,risk,andtechnologyissuesindesigningandfacilitatingend-to-endsolutionsthatarespecifictoaclient’ssituationandbusinessneeds.WehaveprofessionalstaffinNorthAmericaandaffiliatesaroundtheworldwhoprovidestrategic,operationsimprovementandsystemsintegrationconsultingtoorganizationsinallsegments.Seasonedprofessionals,powerfulsoftwareworkingwithyourpeopletoachievebusinessobjectivesFocusedManagementInc. ThePartnershiptoImplementYourPerformanceArchitectureDomainKnowledge FMIServicesPerformanceArchitectureFacilitationProcessImprovement&ManagementActivityBasedCosting/ManagementValueBasedManagementKnowledgeManagementSystemsInformationPortalsOrganizationDesignClient-serversystemsintegrationCRM&ERPSystemsintegrationWeBelievein:Value,Velocity&Integrity NetworkServicesCPRailTelusAT&TMCIWorldComOntarioHydroRogersCableConsumerProducts/DistributionESI/ValueRxKellogg’sHewlettPackardMcNeilConsumerProducts…PartialListofClientsManufacturingLOFPilkingtonVolkswagenCanadaDuPontProcorGovernmentServicesCanadianNavyCityofBurlingtonCityofSanDiegoRegionofHaltonCanadianCoastGuardCityofKitchenerAlbertaEnvironmentalProtectionFinancialServicesCitibank-NY&BrazilBancoWieseToyotaMotorCreditCorp.CanadaTrustZurichInsuranceSunLifeInsuranceTDBankFidelityInvestments ContactInformation2021/9/29 9、静夜四无邻，荒居旧业贫。。九月-21九月-21Wednesday,September29,202110、雨中黄叶树，灯下白头人。。01:54:0401:54:0401:549/29/20211:54:04AM11、以我独沈久，愧君相见频。。九月-2101:54:0401:54Sep-2129-Sep-2112、故人江海别，几度隔山川。。01:54:0401:54:0401:54Wednesday,September29,202113、乍见翻疑梦，相悲各问年。。九月-21九月-2101:54:0401:54:04September29,202114、他乡生白发，旧国见青山。。29九月20211:54:04上午01:54:04九月-2115、比不了得就不比，得不到的就不要。。。九月211:54上午九月-2101:54September29,202116、行动出成果，工作出财富。。2021/9/291:54:0401:54:0429September202117、做前，能够环视四周；做时，你只能或者最好沿着以脚为起点的射线向前。。1:54:04上午1:54上午01:54:04九月-219、没有失败，只有暂时停止成功！。九月-21九月-21Wednesday,September29,202110、很多事情努力了未必有结果，但是不努力却什么改变也没有。。01:54:0401:54:0401:549/29/20211:54:04AM11、成功就是日复一日那一点点小小努力的积累。。九月-2101:54:0401:54Sep-2129-Sep-2112、世间成事，不求其绝对圆满，留一份不足，可得无限完美。。01:54:0401:54:0401:54Wednesday,September29,202113、不知香积寺，数里入云峰。。九月-21九月-2101:54:0401:54:04September29,202114、意志坚强的人能把世界放在手中像泥块一样任意揉捏。29九月20211:54:04上午01:54:04九月-2115、楚塞三湘接，荆门九派通。。。九月211:54上午九月-2101:54September29,202116、少年十五二十时，步行夺得胡马骑。。2021/9/291:54:0401:54:0429September202117、空山新雨后，天气晚来秋。。1:54:04上午1:54上午01:54:04九月-219、杨柳散和风，青山澹吾虑。。九月-21九月-21Wednesday,September29,202110、阅读一切好书如同和过去最杰出的人谈话。01:54:0401:54:0401:549/29/20211:54:04AM11、越是没有本领的就越加自命不凡。九月-2101:54:0401:54Sep-2129-Sep-2112、越是无能的人，越喜欢挑剔别人的错儿。01:54:0401:54:0401:54Wednesday,September29,202113、知人者智，自知者明。胜人者有力，自胜者强。九月-21九月-2101:54:0401:54:04September29,202114、意志坚强的人能把世界放在手中像泥块一样任意揉捏。29九月20211:54:04上午01:54:04九月-2115、最具挑战性的挑战莫过于提升自我。。九月211:54上午九月-2101:54September29,202116、业余生活要有意义，不要越轨。2021/9/291:54:0401:54:0429September202117、一个人即使已登上顶峰，也仍要自强不息。1:54:04上午1:54上午01:54:04九月-21MOMODAPOWERPOINTLoremipsumdolorsit,eleifendnullaac,fringillapurus.Nullaiaculistemporfelisamet,consecteturadipiscingelit.Fusceidurnablanditutcursus.感谢您的下载观看专家告诉