流程績(jī)效指針的分類系統(tǒng)(存儲(chǔ)版)
【正文】 ? 組織發(fā)展 ? 生產(chǎn)力 ? 採(cǎi)購(gòu) ? 品質(zhì) ? 銷售品質(zhì) ? 銷售生產(chǎn)力 ? 排程 18 企業(yè)發(fā)展 ? New business from products, geographic peration, demographic peration ? Performance and customer satisfaction ratings pared to benchmarks ? Certifications from customerspercent of business done as certified supplier ? Quality improvement rate 19 客戶滿意 ? Customer expectations vs. pany performance – by survey ? Company performance vs. petition – by survey ? Complaints ? Returns and allowances ? Lost accounts ? Order frequency ? Satisfaction with each aspect of goods or services – sales, technical support, response, quality, value/cost ratio, etc. 20 客戶服務(wù) ? Calls not answered in xx seconds ? Calls on hold longer than xx seconds ? Calls transferred to another party ? Abandon rate – caller gives up ? Inquiry processing time ? Queue time of people waiting in line ? Credit request processing time ? Orders/inquiries not processed within time limits ? Complaints not resolved on first call ? Complaints not resolved in 24 hours ? Degree of satisfaction wit plaint resolution ? Courtesy, knowledge, empathy, responsiveness – by survey, response card ? Order entry error rate ? Order fulfillment accuracy ? Backorder rate ? Ontime delivery rate ? Orders shipped plete and on time ? Actual ship date versus requested and promised date ? Actual ship date versus revised request date ? Orders canceled and reason for cancellation 21 員工發(fā)展 ? Employees that have pleted a personal development plan ? Employees plying with their development plan ? Training hours per employee per year ? Employees that have improved skills during past year ? Employees certified for skilled job functions or positions ? Employees who have interacted with customers ? Employees involved in planning ? Employees with spending authority ? Employee buyin to quality improvement ? Employees terminated for performance, other problems ? Needs assessment gap – required versus actual skills for positions 22 員工滿意 ? Attitude surveys to measure satisfaction with many factors – policies, pay, leaders, immediate supervisor, working conditions, training hours, etc. ? Turnover – voluntary and involuntary, by specific problem ? Absenteeism by reason ? Tardiness ? Employees applying for open positions from particular departments – an indicator of dissatisfaction ? Number of recognition events and awards ? Expenditures on reco
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