績(jī)效管理-theuseofhrperformancemanagementinstrategicbusinessplanning(編輯修改稿)
2024-11-13 02:28 本頁面
【文章內(nèi)容簡(jiǎn)介】 ies? ?already know our priorities, aware of all strategy options available ?creating something UNIQUE, INNOVATIVE and DISRUPTIVE . Air Asia ?conducting a business Turnaround . MAS Before we start… Which es first? 1. Strategies KPI? 2. KPI Strategies? ?want to find out possible strategies, ?determine our priorities first thru selection of important KPIs。 ?growing through ?normal? business, not a Turnaround. Wrong KPIs “What is the moral of the story?” KPIs and Behavior After: “Minutes Per Resolution” of a problem ? Resolution in ONE CALL bee the core goal ? Reduced probability of call transfers from 45% to 18% Sample KPIs for Each Market Discipline Operational Excellence ? Price ? Selection ? Convenience ? Zero Defects ? Growth Customer Intimacy ? Customer Knowledge ? Solutions Offered ? Peration ? Customer Data ? Customersuccess focus Product Leadership ? Marketing ? Functionality ? of Successes ? of Failures ? Learn from key users ? Interdisciplinary teams ? Pipeline ? Operational Excellence ? Move knowhow from top performing units to others ? Benchmark against best in class ? Ensure operations training for all employees ? Use disciplines like TQM for continuous learning to reduce costs and improve quality Strategy and Systems: Market Disciplines *The Performance Management System should be focused on these ? Product Leadership ? Reduce time to market ? Commercialize new products fast ? Ensure that ideas flow ? Reuse what other parts of the pany have already learned ? Ensure there are multiple sources of funding Strategy and Systems: Market Disciplines *The Performance Management System should be focused on these Strategy and Systems: Market Disciplines ? Customer Intimacy ? Capture knowledge about customers ? Understand customer needs ? Empower front line employees ? Ensure that everyone knows the customer ? Make pany knowledge available to customers *The Performance Management System should be focused on these Business Situations vs. HRM Upturn Flat Downturn Fight Complacency Sharpen Edge Keep Momentum Conquer ?Change? mgmt Reduce Fat Continuity Everyone Happy Innovation Acquire Profits Build momentum Sales Cash Flow Talent Mgmt Innovation/Ramp。D Early wins Slow Down HR Costs Top Talent focus Sales, Sales, Sales Increase attrition Motivation Business Situations vs. HRM Upturn Flat Downturn Figh
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