【正文】 Bag ship orders 20 169。 Focused Management Inc. 2023/3/22 Activity Cost Results Activity Driver Driver Qty Activity Cost $ / Unit Credit Control Transactions 1,893 36,414 3 Piece Height Dia Changeovers 20 171,200 8, 3 Piece Height Changeovers 59 43,850 Ink Mixes 6,401 68,276 Products Costed 115 5,550 Traded Sales Transactions 866 7,162 Plant 7 Works Order Issues 40,551 48,084 Hrs. Run 3 Pc. Good Products 22,261 1,305,303 Hrs. Run DRD Good Products 14,477 1,100,338 Hrs. Run Marq. Good Products 9,078 1,205,748 Hrs. Run Rect. Line Good Products 2,981 410,534 16 169。 Focused Management Inc. 2023/3/22 Processes are where the work is done “If you can’t describe what you are doing as a process, you don’t know what you are doing.” W. Edward Deming 12 169。 Focused Management Inc. 2023/3/22 Performance Architecture to Drive Value Stakeholder Need/Values ? Customers ? Shareholders ? Employees ? etc. Process Management Human Performance IN OUT Performance Measures Scorecard Organization Design and Compensation Best Practices Activity Based Management TIME QUALITY FINANCIAL QUANTITY Strategic Plan 8 169。 Sobey’s $50m ERP write off 216。 Focused Management Inc. 2023/3/22 At Issue ? Every anization needs to measure and manage performance to satisfy the demands of stakeholders ? Today’s measurement and management methods are much better than in the past but need to be connected together ? The speed of change and information age puting and munications leave little margin for errors ? Decision making needs facts 3 169。 Focused Management Inc. 2023/3/22 The Fish Tank Syndrome If each person described what they saw, would it be the same description? 4 169。Boeing’s production problems in the late 1990’s 216。 Focused Management Inc. 2023/3/22 Understand the Organization 9 169。 Focused Management Inc. 2023/3/22 How We Organize Ourselves The Three Levels of Performance Market Suppliers C I O F III. Performer/Job Level II. Process Level I. Organization Level Products Services Needs 13 169。 Focused Management Inc. 2023/3/22 ABC Process Analysis: Thoughtful Interaction Service Delivery Process Customer Call Center First Level Technical Dep’t Second Level Technical Dep’t Inventory Management Scheduling Logistics Site Technician Escalation RD Call Close Transfer or Reroute Customer informed of Solution Call Transfer Reference docs Predictive call (electronical) Customer calls IVR Routing HW Problem Identify Customer Product SLA Verify Entitlement Validation Completed? Hardware Log Call Rerepair Qualified by Knowledge tools To Process 5 Installation? 1st level product? Reroute Identify Problem Remote solved? HW Problem? Qualification done? Problem ID Identify Part Identity Delivery Method (order parts some countries) Solution skill ID Disp needed? Launches Courier Logistic Process Solution Identified? Validation Identify Preblem ID part ID DM Solution skill Disp needed Customer told 2nd Line will call back Remote or Problem solved? Predictive Group Route to P2 Help required Technical Assistant Researches/ Suggests Solution Identify onsite Resources Order Parts Assign Call (some Delivery method automated) To Installation Process Tech’n dispatched Parts Process CE goes to site collects parts Repair pleted? Finish Repair Escalation Process Process same as Div X RD Process Off Line Validation Close call Close call Close call No No No Yes Yes No Yes Yes No No Yes Yes No Yes Yes No Yes No Yes No Yes Yes No Yes Yes No No Yes No No Yes Yes No No Yes ABC ACTIVITY 524 CALL RECEIPT $ ABC ACTIVITY 355 CUSTOMER QUALIFICATION $ ABC ACTIVITY 274 DISPATCH PARTS $ ABC ACTIVITY 432 ONSITE FIX $ Total Process Cost = $ 17 169。 Focused Management Inc. 2023/3/22 Pr o d u ct / M ar ket M atr i xM a r k e t s e g m e n t sPh a r m a C oW h o l e s a l e P r o f e s s i o n a l C o m m e r c i a l $ t h o u sa n d sB u Y e r s R e t a i lA l l O t h e r R e t a i lW h o l e s a l e H o s p i t a l C l i n i c s E x p o r t O t h e r T o t a l sA d u l t 4 , 8 1 4 3 2 , 9 0 1 1 8 , 3 6 3 5 6 , 0 7 7 A n a l g e s i a 1