【正文】 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?34Customer? Customer Satisfaction Value Perceptions? Customer Retention, References? New Customers Acquired? Competitive Pricing? At what customer measures do we need to excel to produce the desired financial performance?Financial? Sales? Net Ine? CostPerUnit Processed? What are the financial objectives with respect to achieving the vision?? What is our pany’s vision for the future?Process Effectiveness? At what does the process need to excel to delight customers?? Timeliness/Speed? Reliability/Accuracy? Convenience? Treatment/Interaction? Tangibles? Failure Recovery? Learning/Growth? New Products Introduced? Competencies Acquired? Continuous Learning (., Patents)? Team Work Challenges Overe? What must we do to develop our internal resources in order to excel at our processes?Typical Balanced MeasuresExpressed in ’s%’s, Yields, Stigma Level35Scorecard Format ExamplePerspective Objectives Measures Target Actual Comp CommentsLag LeadFinancialCustomerInternal ProcessesLearning Growth36Strategic Objectives Lag Measures Lead MeasuresTarget Actual Last Month CommentsFinancial Exceed shareholder expectations Increase sales volume Improve margins Diversify ine streamShare PriceROIGross revenue ($1,000m)Gross margins as % of gross revenueOperating expenses as % of gross rev.% ine from top 20% of customers of products = 5% of gross revenue7225%6,000352050621 2/35,4877045,12782452 wk high: low: YTD figureCommon cause。1X: D+4R: 177。2X: D+3R: 177。1X: D+2R: 177。1X: D+1R: 177。2X: D+3R: 177。Customer Focused Six SigmaGap AnalysisBusiness Process ManagementServiceQualityCostDeliveryDistributorInternalOEM UserCustomer ExpectationsWhat are the major customer expectations? Critical IssuesSpan Units ScaleProcess Output MeasureCTC IssuesWhat are the Operational Definitions of CTC Issues?Customer SpanWhat do Customers See?Scorecards to Manage Results Indicators of Process Performance Core and Enabling ProcessesCriticaltoCustomer OutputsCustomer Focused ObjectivesC SIPOCross Functional MappingWhat is Process that produces CTC Outputs?ScorecardsWhat will be measured? Gap ClusterClusterProjectProjectProjectProjectSix Sigma ProjectsWhat projects are needed to close the gaps?? What are the key measures of process performance?? What are the gaps between process performance and CTC objectives?2What do you measure ?Y = f (x1, x2, … , x n)? What are the Y’s measures of the outputs of your business process?– Y’s are important to your customer or they are directly related to what’s important to your customer? What are the X’s measures within your business process that correlate to the output measures (Y)– Internal and uncontrollable– Internal and controllable3We are Seeking the Drivers of Process ImprovementY = (x1, x2, x3, x4, …x n)Pro