【正文】 ErrorsNumber of Errors Run Chart ?Frequency of Errors to Derive Sigma Histogram ?Telephone CallIning Volume Number of Telephone Calls Received Run Chart ?Answer Rate Number of Telephone Calls Answered Per Hour Run Chart ?Answer Rate Number of Customer Complaints Run Chart ?Credit ApplicationCompleteness Number of Omitted Entries Run Chart ?CreditApplication Total Cycle TimeCreditapplication Total Cycle Time Run Chart ?Frequency of Creditapplication Cycle Times Histogram ?InitialDecision Cycle TimeTime From Input to Initial Decision Run Chart ?Input Delay Time From Receipt to Input Run Chart ?24Data Collection Plan WorksheetClarify Data Collection Goals Develop Operational Definitions and ProceduresMeasure Type Measure Type Data Operational DefinitionSampling Collecting/ RecordingOther Conditions to RecordWhat How What Where When How Many (Attach Data Form)Method of Validating Measurement System Sketch Out the Preliminary Data Display25Balanced Scorecards26Balanced Scorecard Definition? Management tool providing prehensive measure of how the anization is progressing toward its strategic goals.? Should contain just enough data, but no more (similar to the front page of a newspaper).27Scorecard Balance…? Balances financial and nonfinancial measures.? Balances short and longterm measures.? Balances performance drivers (lead indicators) and oute measures (lag indicators).? Financial? Customer? Process ? Learning and Growth28Balanced Scorecard DesignMonitor Progress in Achieving GoalsFinancial PerspectiveCustomer PerspectivePerceptions of: price, service qualityInternal PerspectiveCycle time, productivity, processesLearning Growth PerspectiveKnowledge/product developmentOutesActivities? Measures should be designed to work as warning lights signaling whether the agreed activities are being undertaken and whether they produce the expected outes? Targets are derived from the vision statement. They express what needs to be achieved by when in order to realize the vision for the future within the agreed timeframe? Extraordinary activities and projects furthering achievement of objectives need to be identified and prioritizedObjectives Measures Targets InitiativesVisionStrategy29Step by StepWhat is our pany’s vision for the future? Mission Vision30Step by StepMission VisionFinancialWhat is our pany’s vision for the future?What are the financial objectives with respect to achieving the vision?31Step by StepMission VisionCustomerFinancialWhat is our pany’s vision for the future?What are the financial objectives with respect to achieving the vision?What customer measures are key for desired financial performance?32Mission VisionCustomerFinancialWhat is our pany’s vision for the future?What are the financial objectives with respect to achieving the vision?What customer measures are key for desired financial performance?Internal ProcessesAt what internal processes must we excel to satisfy our customers?Step by Step33Learning GrowthWhat must we do to develop our internal process resources?Step by StepMission VisionCustomerFinancialWhat is our pany’s vision for the future?What