businessprocessmanagement(英文版)-全文預(yù)覽
【正文】 ? Balances performance drivers (lead indicators) and oute measures (lag indicators).? Financial? Customer? Process ? Learning and Growth28Balanced Scorecard DesignMonitor Progress in Achieving GoalsFinancial PerspectiveCustomer PerspectivePerceptions of: price, service qualityInternal PerspectiveCycle time, productivity, processesLearning Growth PerspectiveKnowledge/product developmentOutesActivities? Measures should be designed to work as warning lights signaling whether the agreed activities are being undertaken and whether they produce the expected outes? Targets are derived from the vision statement. They express what needs to be achieved by when in order to realize the vision for the future within the agreed timeframe? Extraordinary activities and projects furthering achievement of objectives need to be identified and prioritizedObjectives Measures Targets InitiativesVisionStrategy29Step by StepWhat is our pany’s vision for the future? Mission Vision30Step by StepMission VisionFinancialWhat is our pany’s vision for the future?What are the financial objectives with respect to achieving the vision?31Step by StepMission VisionCustomerFinancialWhat is our pany’s vision for the future?What are the financial objectives with respect to achieving the vision?What customer measures are key for desired financial performance?32Mission VisionCustomerFinancialWhat is our pany’s vision for the future?What are the financial objectives with respect to achieving the vision?What customer measures are key for desired financial performance?Internal ProcessesAt what internal processes must we excel to satisfy our customers?Step by Step33Learning GrowthWhat must we do to develop our internal process resources?Step by StepMission VisionCustomerFinancialWhat is our pany’s vision for the future?What are the financial objectives with respect to achieving the vision?What customer measures are key for desired financial performance?Internal ProcessesAt what internal processes must we excel to satisfy our customers?34Customer? Customer Satisfaction Value Perceptions? Customer Retention, References? New Customers Acquired? Competitive Pricing? At what customer measures do we need to excel to produce the desired financial performance?Financial? Sales? Net Ine? CostPerUnit Processed? What are the financial objectives with respect to achieving the vision?? What is our pany’s vision for the future?Process Effectiveness? At what does the process need to excel to delight customers?? Timeliness/Speed? Reliability/Accuracy? Convenience? Treatment/Interaction? Tangibles? Failure Recovery? Learning/Growth? New Products Introduced? Competencies Acquired? Continuous Learning (., Patents)? Team Work Challenges Overe? What must we do to develop our internal resources in order to excel at our processes?Typical Balanced MeasuresExpressed in ’s%’s, Yields, Stigma Level35Scorecard Format ExamplePerspective Objectives Measures Target Actual Comp CommentsLag LeadFinancialCustomerInternal ProcessesLearning Growth36Strategic Objectives Lag Measures Lead Measures
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