【正文】 169。 Focused Management Inc. 2023/3/27 Key Process Measures ? Measures can be limited to M1 (end of process) and M2 (subprocess) measures ? M1E (External) measures should be derived from goals M2 M1I External/Customer Measures Internal/Business Measures Subprocess Measures M1E CUSTOMER FUNCTION A FUNCTION B FUNCTION C M2 M2 M2 M2 M1E M1I 23 169。I n v e n t o r i e s ( C o s t o f S a l e s I n v e n t o r y t u r n s ) 。 Focused Management Inc. 2023/3/27 Ec o n o m i c Pr o fi t E P = M a r g i n C a p i t a l E m p l o y e d x W A C C * * * * W e i g h t e d A v e r a g e C o s t o f C a p i t a l 1 2 . 2 %M a r k e t s e g m e n t sPh a r m a C oW h o l e s a l e P r o f e s s i o n a lB u Y e r s R e t a i lA l l O t h e r R e t a i lW h o l e s a l e H o s p i t a l C l i n i c s T o t a l sA d u l t 3 , 5 3 6 2 5 , 9 8 6 1 2 , 9 2 2 4 2 , 4 4 4 A n a l g e s i a 431 3 , 1 7 0 1 , 5 7 7 5 , 1 7 8 447$ 6 , 6 3 1$ 3 , 5 6 7$ 1 0 , 6 4 4$ C h i l d r e n 39。 Focused Management Inc. 2023/3/27 Pr o d u ct / M ar ket M atr i xM a r k e t s e g m e n t sPh a r m a C oW h o l e s a l e P r o f e s s i o n a l C o m m e r c i a l $ t h o u sa n d sB u Y e r s R e t a i lA l l O t h e r R e t a i lW h o l e s a l e H o s p i t a l C l i n i c s E x p o r t O t h e r T o t a l sA d u l t 4 , 8 1 4 3 2 , 9 0 1 1 8 , 3 6 3 5 6 , 0 7 7 A n a l g e s i a 1 , 4 6 4 1 6 , 3 3 5 8 , 5 7 2 2 6 , 3 7 1 30% 50% 47% 47%C h i l d r e n 39。 Focused Management Inc. 2023/3/27 Activity Analysis ? The first step in an ABC analysis is to understand what activities are performed in the anization. ? Activity Survey Questionnaire (ASQ) facilitates simple and efficient collection of activity data throughout the anization, prepares the data for import into analysis tools and produces draft activity and process costs. ? Let’s see ASQ in action 19 169。 Focused Management Inc. 2023/3/27 ABC Process Analysis: Thoughtful Interaction Service Delivery Process Customer Call Center First Level Technical Dep’t Second Level Technical Dep’t Inventory Management Scheduling Logistics Site Technician Escalation RD Call Close Transfer or Reroute Customer informed of Solution Call Transfer Reference docs Predictive call (electronical) Customer calls IVR Routing HW Problem Identify Customer Product SLA Verify Entitlement Validation Completed? Hardware Log Call Rerepair Qualified by Knowledge tools To Process 5 Installation? 1st level product? Reroute Identify Problem Remote solved? HW Problem? Qualification done? Problem ID Identify Part Identity Delivery Method (order parts some countries) Solution skill ID Disp needed? Launches Courier Logistic Process Solution Identified? Validation Identify Preblem ID part ID DM Solution skill Disp needed Customer told 2nd Line will call back Remote or Problem solved? Predictive Group Route to P2 Help required Technical Assistant Researches/ Suggests Solution Identify onsite Resources Order Parts Assign Call (some Delivery method automated) To Installation Process Tech’n dispatched Parts Process CE goes to site collects parts Repair pleted? Finish Repair Escalation Process Process same as Div X RD Process Off Line Validation Close call Close call Close call No No No Yes Yes No Yes Yes No No Yes Yes No Yes Yes No Yes No Yes No Yes Yes No Yes Yes No No Yes No No Yes Yes No No Yes ABC ACTIVITY 524 CALL RECEIPT $ ABC ACTIVITY 355 CUSTOMER QUALIFICATION $ ABC ACTIVITY 274 DISPATCH PARTS $ ABC ACTIVITY 432 ONSITE FIX $ Total Process Cost = $ 17 169。 Focused Management Inc. 2023/3/27 Detailed Process Map Customer Call Center First Level Technical Dep’t Second Level Technical Dep’t Inventory Management Scheduling Logistics Site Technician Escalation RD Call Close Transfer or Reroute Customer informed of Solution Call Transfer Reference docs Predictive call (electronical) Customer calls IVR Routing HW Problem Identify Customer Product SLA Verify Entitlement Validation Completed? Hardware Log Call Rerepair Qualified by Knowledge tools To Process 5 Installation? 1st level product? Reroute Identify Problem Remote solved? HW Problem? Qualification done? Problem ID Identify Part Identity Delivery Method (order parts some countries) Solution skill ID Disp needed? Launches Courier Logistic Process Solution Identified? Validation Identify Preblem ID part ID DM Solution skill Disp needed Customer told 2nd Line will call back Remote or Problem solved? Predictive Group Route to P2 Help required Technical Assistant Researches/ Suggests Solution Identify