【正文】 ......................51 d) 結(jié)合公司戰(zhàn)略，完善測量顧客滿意程度的方法....................................................................51 資源 .........................................................................................................................................52 人力資源...............................................................................................................................52 工作系統(tǒng)............................................................................................................................52 a) 工作的組織和管理....................................................................................................................52 b) 員工績效管理系統(tǒng) ...................................................................................................................55 員工的學(xué)習(xí)和發(fā)展............................................................................................................58 a) 員工的教育、培訓(xùn)....................................................................................................................58 b) 員工的職業(yè)發(fā)展 .......................................................................................................................64 員工的權(quán)益與滿意程度....................................................................................................65 a) 工作環(huán)境 ...................................................................................................................................65 b) 對員工的支持和員工滿意程度 ...............................................................................................67 員工的能力........................................................................................................................69 財(cái)務(wù)資源...............................................................................................................................71 基礎(chǔ)設(shè)施...............................................................................................................................73 a) 根據(jù)組織過程管理的要求提供基礎(chǔ)設(shè)施................................................................................73 b) 制定并實(shí)施基礎(chǔ)設(shè)施的預(yù)防性和故障性維護(hù)和保養(yǎng)制度....................................................74 c) 制定和實(shí)施更新改造計(jì)劃，不斷提高基礎(chǔ)設(shè)施的技術(shù)水平................................................74 d) 預(yù)測和處置因基礎(chǔ)設(shè)施而引起的環(huán)境和職業(yè)健康安全問題................................................74 信息.......................................................................................................................................74 2 自我評價報(bào)告 目錄 技術(shù).......................................................................................................................................77 相關(guān)關(guān)系方...........................................................................................................................81 過程管理 .................................................................................................................................83 價值創(chuàng)造過程.......................................................................................................................84 價值創(chuàng)造過程的識別........................................................................................................84 價值創(chuàng)造過程要求的確定................................................................................................84 價值創(chuàng)造過程的設(shè)計(jì)........................................................................................................85 價值創(chuàng)造過程的實(shí)施........................................................................................................86 價值創(chuàng)造過程的改進(jìn)........................................................................................................87 a) 識別改進(jìn)點(diǎn)的方法及改進(jìn)評價................................................................................................87 b) 改進(jìn)成果的分享 .......................................................................................................................88 各價值創(chuàng)造的設(shè)計(jì)、實(shí)施和改進(jìn)....................................................................................90 a) 市場營銷過程的設(shè)計(jì)、實(shí)施和改進(jìn)........................................................................................90 b）研發(fā)與創(chuàng)新過程的設(shè)計(jì)、實(shí)施和改進(jìn)...................................................................................93 c) 供應(yīng)鏈管理過程的設(shè)計(jì)、實(shí)施和改進(jìn)....................................................................................95 d) 產(chǎn)品生產(chǎn)管理過程的設(shè)計(jì)、實(shí)施和改進(jìn)................................................................................98 支持過程.............................................................................................................................102 支持過程的識別和要求..................................................................................................102 支持過程的設(shè)計(jì)..............................................................................................................103 a) 財(cái)務(wù)管理過程的設(shè)計(jì)..............................................................................................................103 b) 設(shè)備管理過程的設(shè)計(jì) .............................................................................................................105 支持過程的實(shí)施與改進(jìn)..................................................................................................106 a) 支持過程的實(shí)施......................................................................................................................106 b) 支持過程成本最小化 .............................................................................................................107 c) 支持過程的改進(jìn)......................................................................................................................108 測量、分析和改進(jìn)................................................................................................................109 測量與分析.........................................................................................................................109 績效測量..........................