topic8acustomerfocusedorganization：第八講：以顧客-展示頁(yè)
2024-11-05 16:58本頁(yè)面
【正文】 st of the best bee the new benchmark 將成就最佳者列入標(biāo)桿范圍 c Rick Luce, HKUL, May 2020 c Missing from Research Library Portfolios 研究圖書館 的組合 所缺乏的 ? Customer satisfaction index: (delight amp。 external 質(zhì)量 = 顧客定義為 優(yōu)質(zhì) 者 ─ 內(nèi)部顧客及外部顧客 ? Time = speed, how fast is the response, agility 時(shí)間 = 速度，反應(yīng)有多迅速，敏捷度 ? Cost = resources spent on people, processes, or anizational shifting or rework 成本 = 投放于人力上的資源 ， 流程， 組織變動(dòng)或重整 c Rick Luce, HKUL, May 2020 c Performance Measures: our Vital Signs 績(jī)效量度 : 如我們的 生命徵象 Statements without performance measures are wishful thinking without data, we don?t know 沒(méi)有績(jī)效量度的報(bào)告只是 主觀愿望 而已 – 沒(méi)有數(shù)據(jù) ， 我們不得而知 ? All libraries have volume or transaction data provides no process insight 所有圖書館均有數(shù)量或處理數(shù)據(jù) 沒(méi)有提供流程分析 ? Move from a focus on product metrics to process metrics 把焦點(diǎn)從產(chǎn)品量度移向流程量度 ? Process performance (statistics, run charts, variation) 流程量度 (統(tǒng)計(jì)， 走勢(shì)圖 ，變動(dòng)） c Rick Luce, HKUL, May 2020 Performance Metrics 績(jī)效衡量指標(biāo) Getting to the ?right? metrics 找出 “ 恰當(dāng) ” 的衡 量指標(biāo) ? What is the value equation? 什么是價(jià)值等式 ? ? How do we pare amp。Topic 8 : A Customer Focused Organization: 第八講： 以顧客為中心的 機(jī)構(gòu) ： Using Assessment and Continuous Improvement to Drive Performance 以評(píng)估和持續(xù)不斷的改善來(lái)提升 績(jī)效 Rick Luce May 11, 2020 We Need a Systems Approach 我們需要一個(gè)系統(tǒng)方法 ? The human body is a system, our subsystems work together to keep us healthy 人體是一個(gè)系統(tǒng)，我們的子系統(tǒng)會(huì)一起運(yùn)作讓我們保持健康 ? Research libraries are systems, requiring a management system to keep the subsystems working together to be healthy 研究圖書館的健康運(yùn)作，需要依賴管理系統(tǒng)使子系統(tǒng)一起運(yùn)作 Anyone who learns to see the anization as a system can never again feel satisfied with “improvement” initiatives which simply change staffing and the chart but do not tackle the system itself 任何曉得把組織看成一個(gè)系統(tǒng)的人，決不會(huì)滿足于那些只是改變?nèi)耸潞徒M織架構(gòu)而不解決系統(tǒng)本身問(wèn)題的“改善”計(jì)劃 c Rick Luce, HKUL, May 2020 c Where Assessment Fits 適 於 評(píng)估的 元素 Assessment – a method of planning for improvement 評(píng)估 ─ 計(jì)劃改善的方法 ? Catalyst for anizational change (not a quick fix) 組織轉(zhuǎn)變的催化劑 〈 而不是捷徑 〉 ? Gain staff understanding for need for improvement amp。 mitment to shared improvement goals 贏取員工對(duì)改善及分擔(dān)共同改善目標(biāo)之重要性的理解 c Rick Luce, HKUL, May 2020 c Where Assessment Fits 適 於 評(píng)估的 元素 Ideally a performance measurement matrix balancing: 理想的績(jī)效評(píng) 估 矩陣 會(huì) 評(píng)衡： ? Quality = customer defined goodness – internal amp。 differentiate ourselves? 如何比較和突出自己 ? ? Focus on : Customer, process, sponsorship metrics 集中于 ： 顧客 ， 流程 ， 贊助項(xiàng)目的 衡量指標(biāo) c Rick Luce, HKUL, May 2020 Hedgehog View: Constancy of Purpose 持之以恒 What are we best at? 我們的最強(qiáng)項(xiàng) 是什么 ? What
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