【正文】 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 Service Delivery Process 15 169。 Focused Management Inc. 2023/3/27 How We Organize Ourselves The Three Levels of Performance Market Suppliers C I O F III. Performer/Job Level II. Process Level I. Organization Level Products Services Needs 13 169。 Focused Management Inc. 2023/3/27 Value Creation is an Operational Issue! 11 169。 Focused Management Inc. 2023/3/27 Understand the Organization 9 169。 Focused Management Inc. 2023/3/27 Performance Architecture ? A bination of a business logic methodology, relevant software and systems capability. The links between the tools are as important as the tools themselves. 7 169。Boeing’s production problems in the late 1990’s 216。 Focused Management Inc. 2023/3/27 Result – What Is At Stake ? Inappropriate measurement systems can be costly experiments 216。 Focused Management Inc. 2023/3/27 The Fish Tank Syndrome If each person described what they saw, would it be the same description? 4 169。Cost and Performance Management: Creating Value with Measures Presented by Focused Management Inc. Facilitating Performance Improvement Through Better Use Of Information And The Application Of Decision Support Tools 2023/3/27 ? 2 169。 Focused Management Inc. 2023/3/27 At Issue ? Every anization needs to measure and manage performance to satisfy the demands of stakeholders ? Today’s measurement and management methods are much better than in the past but need to be connected together ? The speed of change and information age puting and munications leave little margin for errors ? Decision making needs facts 3 169。 Focused Management Inc. 2023/3/27 Implications of The Fish Tank Syndrome ? We need a variety of perspectives and with which to obtain a balanced, disciplined and dynamic view of our businesses ? We need to develop a mon / agreed understanding of the business and all of its characteristics ? We need a constantly available set of reference points to which we can return ? We need a living repository in which locate and maintain knowledge 5 169。 Sobey’s $50m ERP write off 216。Malcolm Baldridge winner, Wallace Co’ bankrupt ? Fortune 500 panies will face a $ Billion knowledge deficit next year ? By how much can profit be increased by changing your product/market mix to focus on your most profitable products 6 169。 Focused Management Inc. 2023/3/27 Performance Architecture to Drive Value Stakeholder Need/Values ? Customers ? Shareholders ? Employees ? etc. Process Management Human Performance IN OUT Performance Measures Scorecard Organization Design and Compensation Best Practices Activity Based Management TIME QUALITY FINANCIAL QUANTITY Strategic Plan 8 169。 Focused Management Inc. 2023/3/27 ValueBased Management ? “ VBM is a holistic management approach that enpasses redefined goals, redesigned anizational structures and systems, rejuvenated strategic and operational processes, and even revamped human resources practices”. ? “This holistic practice of VBM is in sharp contrast to the financedriven appearance that VBM has taken on in the past …” INSEAD Working Paper, Are you (Really) Managing for Value? 10 169。 Focused Management Inc. 2023/3/27 Processes are where the work is done “If you can’t describe what you are doing as a process, you don’t know what you are doing.” W. Edward Deming 12 169。 Focused Management Inc. 2023/3/27 Organization Work is Performed by Systems of Processes Alignment of jobs, activities and processes with total anization goals is critical to the success of the anization. Shared service anizations are an integral ponent. purchase order orders invoice samples /specs. product requests extrusions SUPPLIERS CUSTOMERS promotions Order Fulfillment Store Pick, pack, ship bill, collect Strategic Planning Planning Control Product Development Test die Build die design Production Product made Procurement Buy material Store issue Order Generation Order entered promotion In Stock Work order Sales order product Requisition Materials Line time New Dies Goals/plans Performance reports Price targets Yes No Human Resources / Systems / Maintenance / Facilities Support processes Corp. Gov. 6% 7% 4% 48% 22% 13% 14 169。 Focused Management Inc. 2023/3/27 Activity Cost Results Activity Driver Driver Qty Activity Cost $ / Unit Credit Control Transactions 1,893 36,414 3 Piece Height Dia Changeovers 20 171,200 8, 3 Piece Height Changeovers 59 43,850 Ink Mixes 6,401