【正文】 2023年 3月 3日星期五 11時(shí) 51分 49秒 11:51:493 March 2023 ? 1一個(gè)人即使已登上頂峰，也仍要自強(qiáng)不息。 2023年 3月 3日星期五 上午 11時(shí) 51分 49秒 11:51: ? 1最具挑戰(zhàn)性的挑戰(zhàn)莫過(guò)于提升自我。勝人者有力，自勝者強(qiáng)。 :51:4911:51Mar233Mar23 ? 1越是無(wú)能的人，越喜歡挑剔別人的錯(cuò)兒。 , March 3, 2023 ? 閱讀一切好書(shū)如同和過(guò)去最杰出的人談話。 2023年 3月 3日星期五 11時(shí) 51分 49秒 11:51:493 March 2023 ? 1空山新雨后，天氣晚來(lái)秋。 。 :51:4911:51:49March 3, 2023 ? 1意志堅(jiān)強(qiáng)的人能把世界放在手中像泥塊一樣任意揉捏。 :51:4911:51Mar233Mar23 ? 1世間成事，不求其絕對(duì)圓滿，留一份不足，可得無(wú)限完美。 , March 3, 2023 ? 很多事情努力了未必有結(jié)果，但是不努力卻什么改變也沒(méi)有。 2023年 3月 3日星期五 11時(shí) 51分 49秒 11:51:493 March 2023 ? 1做前，能夠環(huán)視四周；做時(shí)，你只能或者最好沿著以腳為起點(diǎn)的射線向前。 。 :51:4911:51:49March 3, 2023 ? 1他鄉(xiāng)生白發(fā)，舊國(guó)見(jiàn)青山。 :51:4911:51Mar233Mar23 ? 1故人江海別，幾度隔山川。 , March 3, 2023 ? 雨中黃葉樹(shù)，燈下白頭人。 they have never seen a customer they didn’ t like, and want to be able to satisfy all customers’ preferences. But this approach runs the risk of doing nothing well for anybody. The essence of strategy is not just choosing what to do, it also requires choosing what not to do.” Kaplan and Norton, 1996 112 內(nèi)部商業(yè)程序 ? ?提高質(zhì)量 ?縮短交貨周期 ?產(chǎn)量最大化 ? Maximise throughput ?減少單位處理成本 ?減少交易成本 Reduce cost per transaction CUSTOMER NEED SATISFIED SERVICE THE CUSTOMER CUSTOMER NEED IDENTIFIED CREATE THE PRODUCT/ SERVICE OFFERING BUILD THE PRODUCTS/ SERVICES DELIVER THE PRODUCTS/ SERVICES IDENTIFY THE MARKET Innovation Process Operations Process Customer Service 為了使顧客和股東滿意，我們必須擅長(zhǎng)什么業(yè)務(wù) ? 核心能力 113 學(xué)習(xí)和革新 ? ?員工能力 ?信息系統(tǒng) ?動(dòng)力 ?能力 ?一致性 為了實(shí)現(xiàn)遠(yuǎn)景，我們?cè)鯓颖３趾透母锱c提高的能力 ? Highlight gaps in employee skills and information systems. 114 Vision Strategy CUSTOMER “ To achieve our vision, how should we appear to our customers?” Objectives Measures Targets Initiatives FINANCIAL “ To succeed financially, how should we appear to our shareholders?” Objectives Measures Targets Initiatives INTERNAL BUSINESS PROCESSES “ To satisfy our shareholders and customers, what business processes must we excel at?” Objectives Measures Targets Initiatives INNOVATION AND LEARNING “ To achieve our vision, how will we sustain our ability to change and improve?” Objectives Measures Targets Initiatives 因果關(guān)系 115 因果關(guān)系 Vision Strategy CUSTOMER “ To achieve our vision, how should we appear to our customers?” Objectives Measures Targets Initiatives FINANCIAL “ To succeed financially, how should we appear to our shareholders?” Objectives Measures Targets Initiatives INTERNAL BUSINESS PROCESSES “ To satisfy our shareholders and customers, what business processes must we excel at?” Objectives Measures Targets Initiatives INNOVATION AND LEARNING “ To achieve our vision, how will we sustain our ability to change and improve?” Objectives Measures Targets Initiatives 內(nèi)部業(yè)務(wù)流程 1st for 股東 1st for 顧客 1st for 雇員 116 (案例 ) 財(cái)務(wù) 客戶 北部商業(yè)過(guò)程 知識(shí)和革新行為 應(yīng)收賬 資本 回報(bào) 運(yùn)作 成本 顧客滿意 工作調(diào)整rework 員工士氣 員工建議 (+) () (+) (+) (+) () () 117 設(shè)定目標(biāo) Pecific（特殊） Easurable（測(cè)量） Chievable（可達(dá)到） Ealistic（現(xiàn)實(shí)） Angible（確切） 118 決定測(cè)評(píng) ? 測(cè)評(píng)原因，而不是結(jié)果 ? 尋找趨向、模式、構(gòu)成，而不是事件 ? 每個(gè)新的目標(biāo)都有自己新的量度方式 ! ? 測(cè)量必須是可以反映策略的 ! ? 如有必要，發(fā)展綜合測(cè)量指標(biāo)（ posite measures） 119 制定任務(wù) ? 只由高層管理者制定出來(lái)的任務(wù)，一般都不會(huì)成功的 . ? Rockwater case 120 執(zhí)行過(guò)程 Initiation Design Level 0 Scorecard Design Unit Scorecards Complete Performance Contracts Design and Construct Collection and Reporting System Finalize Incentive Scheme Integrate into Strategic Planning Process Communication Training 2m 2y 121 層疊 BSC在組織的實(shí)施過(guò)程中，必須確保每 一個(gè)人理解企業(yè)的長(zhǎng)期目標(biāo)， 以及實(shí)現(xiàn)目標(biāo)的策略 . 任何層次的目標(biāo)都 要關(guān)注四個(gè)層面 財(cái)務(wù) 顧客 內(nèi)部業(yè)務(wù)流程 學(xué)習(xí)和創(chuàng)新 業(yè)務(wù)單元使命和策略 策略目標(biāo)和測(cè)評(píng)指標(biāo) 部門(mén)業(yè)務(wù)計(jì)劃 團(tuán)隊(duì)業(yè)務(wù)計(jì)劃 個(gè)人績(jī)效測(cè)評(píng) 122 策略計(jì)劃周期 ? 決策 你想開(kāi)展何種業(yè)務(wù) ? 評(píng)估 績(jī)效和糾正偏差 ? 執(zhí)行 是有效和有效率的 ? 方法 實(shí)現(xiàn)預(yù)想結(jié)果的策略 轉(zhuǎn)變 ? 轉(zhuǎn)變 將使命轉(zhuǎn)變成可測(cè)量 的目標(biāo) 123 The rubber hits the road 策略計(jì)劃 平衡積分卡 預(yù)算和 制訂激勵(lì)機(jī)制 124 最后一點(diǎn) “如何計(jì)分決定游戲的性質(zhì) . “ (無(wú)名氏 ) 125 問(wèn)題 ? 126 計(jì)劃日程范例 J F M A M J J A S O N D individuals departments strategy mittee management team executive corporate planning finance board quarterly BSC review develop performance agreements budgets strategic planning conference quarterly scan review performance review departmental BSCs business plan financial reporting strategic planning conference quarterly management board board meeting annual increase annual bonus 127 “有效計(jì)劃的真正目的在于改變決策者心中的思維模式，而不是為計(jì)劃而計(jì)劃 .” Arie de Geus (., MarchApril 1988) “?策略計(jì)劃是提出問(wèn)題（ posing questions） ，而不是回答它們 .” Richard Pascale (Managing on the Edge, Chapter 3) 128 “ If you don’ t know where you’ re going any road will take you there.” 129 我們已經(jīng)討論的問(wèn)題 ? ? 理論和利益 ? 概念 ? 方法 130 創(chuàng)建頂級(jí)的 BSC 確認(rèn)策 略架構(gòu) 確認(rèn)關(guān) 鍵目標(biāo) Define Critical Success Factors Strategic Linkages 建立業(yè)績(jī)測(cè)評(píng)指標(biāo) 設(shè)定任務(wù)Establish Performance Targets Refine, Validate and Communicate Measurements and Targets ? Executive interviews ? Workshop 1 ? Workshop 2 ? Workshop 3 Key Deliverables Fra