【正文】 03:39:1203:39:1203:393/27/2023 3:39:12 AM 1越是沒有本領(lǐng)的就越加自命不凡。 03:39:1203:39:1203:39Monday, March 27, 2023 1乍見翻疑夢，相悲各問年。 a n d F i x e d A s s e t s ( D e d i c a t e d A s s e t s a n d / o r M a c h i n e h o u r s ) .C o s t o f C a p i t a l = C a p i t a l E m p l o y e d x W A C C ( 1 2 . 2 % i n t h i s f i r m )E c o n o m i c P r o f i t = N O P A T ( s e g m e n t e d s e e c h a r t x x ) C o s t o f C a p i t a lE c o n o m i c P r o f i tC o s t o f C a p i t a lC a p i t a l E m p l o y e dR e t a i lProductsVBM Product / Customer Economic Profit 22 169。 Focused Management Inc. 2023/3/27 ValueBased Management ? “ VBM is a holistic management approach that enpasses redefined goals, redesigned anizational structures and systems, rejuvenated strategic and operational processes, and even revamped human resources practices”. ? “This holistic practice of VBM is in sharp contrast to the financedriven appearance that VBM has taken on in the past …” INSEAD Working Paper, Are you (Really) Managing for Value? 10 169。 Focused Management Inc. 2023/3/27 Result – What Is At Stake ? Inappropriate measurement systems can be costly experiments 216。 Focused Management Inc. 2023/3/27 Activity Analysis ? The first step in an ABC analysis is to understand what activities are performed in the anization. ? Activity Survey Questionnaire (ASQ) facilitates simple and efficient collection of activity data throughout the anization, prepares the data for import into analysis tools and produces draft activity and process costs. ? Let’s see ASQ in action 19 169。 Focused Management Inc. 2023/3/27 ? Strategy Review ? Value Based Management ? Business Process Improvement and Management ? Balanced Performance Measurement ? Activity Based Management / Budgeting ? ERP / Databases ? CRM ? Portals / Presentation ? ABM / Knowledge Management ? Systems Planning and Analysis ? Systems Implementation ? Managed Services Training Value Creating Methodologies Information Technology Services Software Value Creating Solutions = Performance Information Technology Portals Assessments Training Design Consulting Facilitation ? At Focused Management Inc. we are devoted to creating value for our clients by working with their staff to transfer skills and knowledge through the implementation of highly respected and proven performance management methodologies and software solutions. ? Our market led, technology focus enables us to provide responsive, prehensive solutions that link strategy with practical results. ? Our seasoned team of professionals will address strategy, operations, risk, and technology issues in designing and facilitating endtoend solutions that are specific to a client’s situation and business needs. ? We have professional staff in North America and affiliates around the world who provide strategic, operations improvement and systems integration consulting to anizations in all segments. Seasoned professionals, powerful software working with your people to achieve business objectives Focused Management Inc. 31 169。 03:39:1203:39:1203:39Monday, March 27, 2023 1不知香積寺，數(shù)里入云峰。 2023年 3月 27日星期一 3時(shí) 39分 12秒 03:39:1227 March 2023 1一個(gè)人即使已登上頂峰，也仍要自強(qiáng)不息。 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。 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。 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