【正文】 Strategic Measurements (Lag Indicators) (Lead Indicators) Fin. Customer Internal Learning ? Improve Returns ? Broaden Revenue Mix ? Reduce Cost Structure ? Return on Investment ? Revenue Growth ? Deposit Ser. Cost Change ? Revenue Mix ? Increase Customer Satisfac tion With Our Product And People ? Increase Satisfaction “ After The Sale” ? Share of Segment ? Customer Retention ? Depth of Relation ? Satisfaction Survey ? Understand Our customers ? Create Innovative Products ? CrossSell Products ? Shift Customers to Cost Effective Channels ? Minimize Opt Problems ? Responsive Service ? New Product Revenue ? CrossSell Ratio ? Channel Mix Change ? Service Error Rate ? Request Fulfillment Time ? Product Development Cycle ? Hours with Customers ? Develop Strategic Skills ? Provide Strategic Info ? Align Personal Goals ? Employee Satisfaction ? Revenue per Employee ? Stgic Job Coverage Ratio ? Stgic Info Availability Rto ? Personal Goals Alignment (%) The measurement system is the anizing framework for the mgt system. How does a Balanced Scorecard Translate Company Strategy into Action 均衡績分表如何實踐公司策略 ? Example : an Electronics Company Vision “ To diversify our customer base and bee a petitive and reliable supplier to ANY potential customers” Translation of Vision into Strategic Objectives “ a petitive and reliable supplier” would mean ? cost effective ? better product development ? good customer service Translation of Strategic Objectives into Organizational Goals 組織目標 Measures 量度標準 Strategic Perspective Organizational Measures Objectives Goals Customer enhance customer satisfaction on pany service customer satisfaction survey milestone variance Internal Process quality control lot rejection % ining material control (acceptance %) Innovation Learning enhance marketing team’ s product market sense no. of exhibition / show attended Finance reduce manufacturing cost productivity index cost variance for work order scrap page % Provide Good Customer Service Translation of Organizational Goals into Departmental Goals Example of Marketing Enhance Customer Satisfaction on Company Service (Customer Perspective) Departmental Goals ? Provide fast response on customer’ s request ? Coordinate with other departments to ensure ontime delivery of services / products Measures ? Customer satisfaction survey ? Sales volume Translation of Organizational Goals into Departmental Goals Example of Production Enhance Customer Satisfaction on Company Service (Customer Perspective) Departmental Goals ? Timely delivery of products / services ? Ensure the quality of products / services is up to the expectation of customers Measures ? Lot rejection rate: 2% ? Milestone variance Framework of a Balanced Scorecard Performance Measurement System Strategic Objectives Internal Process Customer Innovation Growth Financial Measures Individuals Performance Department Performance Department Performance Organisation Performance 部門表現 個人表現 公司整體 表現 均衡績分表 的骨幹 Action Required 坐言起行 Does your pany have a PM system? Are you entirely satisfied with your staff (pany’ s) performance? Are you entirely satisfied with your PM system? Conduct an Audit of your PM system Define performance measures Define your objectives Provide training for users Design the appraisal form Implement your PM system Design the PM process Set up a PM system Study the practicability of setting up a PM system 演講完畢，謝謝觀看！