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1、目標的種類：目標最多不超過目標的種類：目標最多不超過5個個TQCSM Business Balanced Score Card Business Balanced Score CardCompetenceProcessesCustomersFinancialStaffStaffCompetenciesCompetenciesTechnologyTechnologyInfrastructureInfrastructureClimate for ActionClimate for ActionExcellence in Excellence in PerformancePerformanceCus
2、tomerCustomerDelightDelightValueValueGrowthGrowthA cause and Effect chainA cause and Effect chain Leading and Lagging Indicators Leading and Lagging IndicatorsCompetenceCompetenceProcessesProcessesCustomersCustomersFinancialFinancialLeading performance IndicatorsLagging performance IndicatorsUnderst
3、and Lagging and Leading indicator conceptsUnderstand Lagging and Leading indicator conceptsUnderstand Cause and Effect relationshipsUnderstand Cause and Effect relationshipsReport and Review a balanced set of indicatorsReport and Review a balanced set of indicatorsWorld class businesses:World class
4、businesses:BBSC-Key TransitionsBBSC-Key TransitionsMarket PerformanceMarket PerformanceDeliveryDelivery&ServiceServiceStrategicStrategicInvestmentInvestmentProcess developmentProcess developmentLearningLearningcustomerscustomersProcessesProcessesFinancialFinancialDeployment FormatsDeployment Formats
5、An objective is achieved by processes An objective is achieved by processes A process is measured by indicators.A process is measured by indicators.An indicator is specified in a targetAn indicator is specified in a targetA target is the objective for the next levelA target is the objective for the
6、next levelAll three must be identified Choose the terms that fit.All three must be identified Choose the terms that fit.Strategic Strategic ObjectiveObjectiveProcessesProcessesIndicatorsIndicatorsTargetsTargetsOperationalOperationalObjectiveObjectiveProcessesProcessesIndicatorsIndicatorsTargetsTargetsTacticalTacticalObjectiveObjectiveProcessesProcessesIndicatorsIndicatorsTargetsTargets