【正文】 客戶價值準則Cu sto merVa lue Dis ipline企業(yè)文化Or gan isation al C u lture員工核心勝任能力Emp loyee Co re Co mp ete n ci es高效運作OperationalExcel l ence強硬、以結果為導向。大力支持創(chuàng)新工作F r e e c ulture e mpha sisi ng ope r a ti ona la utonomy a nd e mploye e inde p e nde n c e .Gr e a t suppor t fo r inve ntion長期學習、信息交流、求知欲、創(chuàng)造性、集體解決問題、創(chuàng)造性思考、藝術性、高瞻遠矚Lif e long le a r ning, inf or ma ti on sha r ing, c ur iosi ty,c r e a ti vity, gro up pr oble m solvi ng, br e a kthro ughthinki ng, a r ti sti c , visiona r y三種客戶價值準則的特點 (三 ) 40 Hewitt Associates 所要求具備的勝任能力 (四 ) 客戶至上 Customer Intimate 關系建立： 建立客戶關系，進一步維 持現(xiàn)有的業(yè)務并發(fā)展新業(yè)務。盡一切努力更新知識并保持先導 地位 Lifelong learning: Constantly learns new techniques and technologies. Does what it takes to keep up with their discipline and stay ahead. 創(chuàng)造性： 在新的、獨特的工作中綜 合運用思維模式與程序，體驗新事物 Creativity: Combines thoughts and processes into new and unusual patterns. Experiments with new things. 創(chuàng)造性思考： 承擔必要、合理的風 險，創(chuàng)造新的工作途徑 Breakthrough thinking: Takes the intellectual risks necessary to invent new ways of doing things. 遠景： 展望公司未來的業(yè)務及其經 營結果 Vision: Has a perspective on the future that contributes to the business and its results. 高效運作 Operationally Excellent 協(xié)同工作 ： 與團隊成員進行信息交流， 并為團隊的總體成功作出貢獻 Teamwork: Shares information with team members and contributes to the overall success of the team. 持續(xù)改進： 不斷思考通過各種途徑來改 進現(xiàn)有的程序與規(guī)程 Continuous improvement: Is constantly mindful of ways to improve existing processes and procedures. 了解財政 / 運作： 了解具體行動對公司財 政經營結果的影響，并采取相關行動， 盡量減少開支 Financial/operational understanding: Understands the impact of actions on the financial performance of the business and acts to minimize expenses where possible. 注重結果： 明確了解他們如何才能為公 司經營成功作出應有的貢獻以及要求實 現(xiàn)哪些結果。 ? 表格 To protect the confidential and proprietary information included in this material, it may not be disclosed or provided to any third parties without the approval of your anization and Hewitt Associates LLC. 衷心 地感謝！ Thank you! 43 Hewitt Associates Financial Perspectives 財務維度 Key Financial Oute 關鍵財務目標 Revenue Growth 關鍵財務目標 Return 回報 Capital Investment 投資 Existing Markets 當前市場 Existing Products 當前產品 Existing Delivery Mechanisms 當前生產流程 New Markets 新市場 New Products 新產品 New Delivery Mechanisms 新生產流程 Cost Control 成本控制 Market Peration 市場滲透 JV Acquisition 企業(yè)鉤并 44 Hewitt Associates Customer Perspectives 客戶維度 Value 價值 Product/Service Attributes 產品 /服務特性 Image 形象 Relationship 關系 Functionality 功能化 Quality 質量 Price 價格 Time 時間 45 Hewitt Associates Internal Process Perspective| 內部流程維度 Value chain should reflect the core business processes: product development, customer acquisition/retention, fulfilment, customer service, etc. 價值鏈應當反映關鍵業(yè)務流程：產品設計，客戶獲得和保留，實施，客戶服務，等。 Identify the market/ Create Service Offerings 確定 市場并 定位產品 Develop Launch Products/ Services 設計 并宣傳 產品與服務 Innovation Cycle 創(chuàng)新周期 Operation Cycle 運營周期 Market and Sell the Product 產品推廣與銷售 Deliver the Products and Services 提供 產品和 服務 Customer Service 客戶服務 Service the Customer 客戶 服務 Customer Need Identification 客戶需求確定 Customer Need Satisfaction 客戶需求滿足 46 Hewitt Associates Learning and Growth Perspectives 學習和發(fā)展維度 Capability 能力 Skills and Competencies 技能和能力 Technology 技術 Consumer Understanding 理解客戶 Enhance of current skills 提高 當前技能水平 Cross functional orientation 跨部門拓展 Commercial business acumen 商業(yè)經營的敏銳判斷 Equipment processes 設備和流程 Latest industry trends domestic internationall 最新行業(yè)動態(tài) 國內外 Value added innovative products 增值與創(chuàng)新的產品 Standardized statutorily pliant procedures 標準化、合理化的流程和步驟 Organization learning = f(employee petencies, knowledge technology assets, climate for action) 組織學習 = f(員工能力， 知識與技術資產， 工作氛圍 ) 47 Hewitt Associates 戰(zhàn)略目標的銜接：