【正文】 Outputs Function A Function B Function C Function D “Should” Macro Steps FUNCTIONAL ROLE/RESPONSIBILITY MATRIX “Should” Process Steps Jobs and Outputs Job 1 Job 2 Job 3 Job 4 Function B Outputs Consequences Input Output Feedback Human Performance System “IS” PROCESS MAP Measures Everywhere ...... Process Measures Worksheet Material Acquisition Process Total Process Measures Dimension Current Performance Measure Short Term Goal Long Term Goal Actions to be taken Process Output D is t r ib u t e t oP r o d u ct io nT ime 1. o f H r s. f r om o r de r t opr od uct i on5 da ys 6 ho ur s 3 da ys 2 hr s. Ap p o i n t a p ro ce s s o w n e r2. of d ays o f ba ckl og 14 d ays 1 da y 10 d ays 0 da ys Mo v e t o a p u l l s ys t e m Q u a li t y 1. M at er i al a vai l ab l ew he n ne ed ed80% 90% 85% 100% D e v e l o p l o n g t e rm re l a t i o n s h i p w / ke ys u p p l i e rs2. o f m at er i al sh or ta ge s 90% 100% 90% 100% s e e a b o v e3. % o f m at er i al i ssue sw hi ch m ee t j ob sp ecs85% 100% 87% 100% Be t t e r co m m u n i ca t i o nCo s t1. T ot al p r oce ss cost $1 50 ,0 00 $6 0, 00 0 $1 40 ,0 00 $2 00 ,0 00Ap p o i n t a p ro ce s s o w n e r2. Cost pe r t r an sacti on $85 $75 $63 $40 I m p ro v e w o rk f l o w3. I nve nt or y cost / m on th $4 .0 m $3 .8 m $3 .5 m $1 .0 m I n s t a l l p o i n t o f u s e i n v e n t o ryQ u a n t it y1. o f i te m s m ove d/em pl oye e400 900 600 1, 00 0Au t o m a t i o n2. o f sto ck ou ts 50 0 50 0 Be t t e r s u p p l i e r re l a t i o n s3. % o f ti m e m ach i ne sar e i dl e du e to m at er i alsho r ta ge s15% 0% 10% 0% I m p ro v e ED I , b a t ch p ro ce s s i n gBench marks Perspectives of Measurement ...... (Create Gather) (Store Deploy) (Use Learn) processes knowledge training Insights, Procedures, Guidelines, Expertise Front lines Business Repository: your corporate DNA Feedback Knowledge Management Creates “Living Processes” Web/ Intra Internal or External Customer The Performance Point ! ...... Measures Software to Influence Human Behavior ? Distribution of consistent and appropriate measurement information to everyone in the anization is fundamental to execution of A/VBM ? Use of puter technologies data warehouse, OLAP and presentation layer software provide the “media” of distribution ? It is the media that facilitates anization change. The marriage of management philosophy with technology and the imperative to create value ? The media is represented by the presentation of current measures and performance information on puter screens to all accountable parties ? The suite of tools includes software to perform simulation modeling of processes and economic performance Sample Measurement Scorecard / Dashboard ...... 2023/3/6 Focused Management Info Center169。 Good citizen in local munities ...... 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 ? Process’s are connected to the appropriate knowledge and learning elements. All focused on the successful performance of a single task. ? Processes link anization goals and measures to human performance and activities. ...... 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 ...... Organization Work is Performed by Systems of Processes Alignment of jobs, activities and processes with total anization goals is critical to the success of the anization. Shared service anizations are an integral ponent. purchase order orders invoice samples /specs. product requests extrusions SUPPLIERS CUSTOMERS promotions Order Fulfillment Store Pick, pack, ship bill, collect Strategic Planning Planning Control Product Development Test die Build die design Production Product made Procurement Buy material Store issue Order Generation Order entered promotion In Stock Work order Sales order product Requisition Materials Line time New Dies Goals/plans Performance reports Price targets Yes No Human Resources / Systems / Maintenance / Facilities Support processes Corp. Gov. 6% 7% 4% 48% 22% 13% ...... Detailed Process Map 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? Ha