【正文】 Focused Management Inc. 2023/3/22 Insights, Procedures, Guidelines, Expertise Business Repository: your corporate DNA Feedback Knowledge Management Creates “Living Processes” The Performance Point ! 26 169。 Focused Management Inc. 2023/3/22 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% 14 169。Cost and Performance Management: Creating Value with Measures Presented by Focused Management Inc. Facilitating Performance Improvement Through Better Use Of Information And The Application Of Decision Support Tools 2023/3/22 2 169。 Focused Management Inc. 2023/3/22 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? 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 Service Delivery Process 15 169。 Focused Management Inc. 2023/3/22 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 Focused Management Info Center169。 Focused Management Inc. 2023/3/22 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