【正文】 a ls? M e a s u r e s? R e s u lt sA c t i vit y? G o a ls? M e a s u r e s? R e s u lt sP r o c e s s? G o a ls? M e a s u r e s? R e s u lt sO r g a n iz a t io n? G o a ls? M e a s u r e s? R e s u lt sA c t i vit y? G o a ls? M e a s u r e s? R e s u lt sP r o c e s s? G o a ls? M e a s u r e s? R e s u lt sO r g a n iz a t io n? G o a ls? M e a s u r e s? R e s u lt sM y A c t i vit ie s? G o a ls? M e a s u r e s? R e s u lt sM y P r o c e s s? G o a ls? M e a s u r e s? R e s u lt sO r g a n iz a t io n? G o a ls? M e a s u r e s? R e s u lt sTIMEFINANCIALQUALITYQUANTITYS t r a t e g i cP lThe Organization My Part of the Organization 2023/3/27 ? 28 169。 03:39:1203:39:1203:393/27/2023 3:39:12 AM 1以我獨(dú)沈久，愧君相見(jiàn)頻。 , March 27, 2023 很多事情努力了未必有結(jié)果，但是不努力卻什么改變也沒(méi)有。 上午 3時(shí) 39分 12秒 上午 3時(shí) 39分 03:39: 楊柳散和風(fēng)，青山澹吾慮。 2023年 3月 上午 3時(shí) 39分 :39March 27, 2023 1業(yè)余生活要有意義，不要越軌。 03:39:1203:39:1203:39Monday, March 27, 2023 1知人者智，自知者明。 :39:1203:39:12March 27, 2023 1意志堅(jiān)強(qiáng)的人能把世界放在手中像泥塊一樣任意揉捏。 2023年 3月 27日星期一 上午 3時(shí) 39分 12秒 03:39: 1比不了得就不比，得不到的就不要。 Focused Management Inc. 2023/3/27 The Partnership to Implement Your Performance Architecture Domain Knowledge 32 169。 Focused Management Inc. 2023/3/27 Linking Process to Job “SHOULD” PROCESS MAP Customer Function A Function C Function D CROSSFUNCTIONAL ROLE/RESPONSIBILITY MATRIX Functions and 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 24 169。 Focused Management Inc. 2023/3/27 Pharmacy Best Practice Analysis Unit Cost Comparison Activity Iowa Los Angeles New York Tempe Michigan Receive orders Order setup Checking RXs File hard copy RXs scan Process inventory Bag ship orders 20 169。 Focused Management Inc. 2023/3/27 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。 Sobey’s $50m ERP write off 216。 Focused Management Inc. 2023/3/27 The Fish Tank Syndrome If each person described what they saw, would it be the same description? 4 169。 Focused Management Inc. 2023/3/27 Understand the Organization 9 169。 Focused Management Inc. 2023/3/27 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。I n v e n t o r i e s ( C o s t o f S a l e s I n v e n t o r y t u r n s ) 。 Focused Management Inc. 2023/3/27 Driving Performance in Organization ? Determine stakeholder needs ? Develop anization strategy ? Analyze activities, processes and measures ? Determine costs, current performance and benchmark ? Establish performance standards ? Establish goals / budgets action plans ? Deploy measures and knowledge repository systems 29 169。 :39:1203:39Mar2327Mar23 1故人江海別，幾度隔山川。 03:39:1203:39:1203:393/27/2023 3:39:12 AM 1成功就是日復(fù)一日那一點(diǎn)點(diǎn)小小努力的積累。 , March 27, 2023