topic8acustomerfocusedorganization：第八講：以顧客-資料下載頁
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【導(dǎo)讀】什么是價值等式?如何比較和突出自己?其得到的經(jīng)費百分比是多少?
【正文】 性，可用性，準(zhǔn)確性，完整性 3. Operational process performance: 運作流程績效 ? Productivity, petitiveness, cycle time 生產(chǎn)力，競爭力，周期 Business Scorecard Desired Business Results 企業(yè)記分卡 – 期望的經(jīng)營結(jié)果 c Rick Luce, HKUL, May 2020 c 4. High performance workforce: 高績效員工 ? Organization performance assessment, formal process changes, employee satisfaction 機構(gòu)績效評估 ， 規(guī)范流程的轉(zhuǎn)變 ，員工滿意度 5. Prestigious reputation output results 聲譽 – 輸出結(jié)果 ? Strategic performance results, benchmark results, external assessment scores 策略績效結(jié)果 ，標(biāo)竿結(jié)果， 外部評核分?jǐn)?shù) Business Scorecard Desired Business Results 企業(yè)記分卡 – 期望的經(jīng)營結(jié)果 c Rick Luce, HKUL, May 2020 c A Tale of 2 Libraries: Budget Allocations $M c Rick Luce, HKUL, May 2020 c Payoff for Successful Quality Implementation c Rick Luce, HKUL, May 2020 c Principles for Successful Organizations 成功機構(gòu)的原則 1. Strong customer focus 強烈的顧客至上的信念 2. Effective leadership 有效的領(lǐng)導(dǎo) 3. Continuous improvement and learning 持續(xù)攺善 和 學(xué)習(xí) 4. Management by fact 基于事實的管理 5. Fast response 快捷的回應(yīng) 6. Longrange view of the future 長遠(yuǎn)的觀念 7. Results orientation 結(jié)果取向 c Rick Luce, HKUL, May 2020 c Any road will do if the destination is unknown 路是人走出來的 The journey to truly superior performance is neither for the faint of heart nor for the impatient. 追求真正的優(yōu)秀表現(xiàn)并非 膽 小怕事或無耐性者可為 The development of genuine expertise requires struggle, sacrifice, and honest, often painful selfassessment. 名符其實的專業(yè)發(fā)展需要奮斗 ，犠牲，誠實的， 往往是痛苦的自我評估 HBR: Anders Ericsson (FSU), Michael Prietula (Emory), Edward Cokely (Max Planck) c Rick Luce, HKUL, May 2020 c Additional Reading ? Brown, Mark Graham. Keeping Score: Using the Right Metrics to Drive WorldClass Performance. Productivity Press (2020) ? Hutton, David W. From Baldrige to the Bottom Line: A Road Map for Organizational Change and Improvement. American Society for Quality Press (2020) ? Parmenter, David. Key Performance Indicators: Developing, Implementing,and Using Winning KPI?s. Wiley (2020) ? Smith, Ralph. Business Process Management and the Balanced Scorecard : Focusing Processes on Strategic Drivers. Wiley (2020) c Rick Luce, HKUL, May 2020 c Class Exercise: Create a list answering the following 列出答案 : 1. Who are your key customers ? 誰是你們的主要顧客 ? 2. What are their top 3 needs ? 他們的首 3項需要是甚么 ? 3. How do your products / services meet those needs? 你們的產(chǎn)品或服務(wù)如何滿足他們的需要 ? At your table discuss and develop a strategy for the following: 在小組內(nèi)討論及為下列問題制定策略： 1. What results do you expect to achieve with your top 3 customers? 你期望 藉著服務(wù) 最重要的 3類顧客達(dá) 到甚么結(jié)果 ？ 2. What is your plan to measure your satisfaction level? 你 有 甚么計劃量度滿意度 ?
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