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1、商業流程的分類系統世匯顧問有限公司邱大恭1 1世匯顧問有限公司世匯顧問有限公司核心流程的屬性l l具有策略的重要性l l能創造競爭優勢能創造競爭優勢l l對客戶產生直接的衝擊l l營運的核心流程營運的核心流程l l支援的驅動流程支援的驅動流程l l跨越職能部門的藩籬2 2世匯顧問有限公司世匯顧問有限公司流程分類流程分類策略重要性核心流程管理流程矯正流程明顯不明顯執行的次數多少驅動流程對客戶的衝擊程度高低3 3世匯顧問有限公司世匯顧問有限公司核心流程管理與驅動流程暸解市場與客戶建立願景與策略設計產品與服務行銷與銷售製造產品與提供服務收款與售後服務人力資源發展與管理資訊管理財務與資產管理環境管理公
2、關管理持續改善與變革管理策略管理與公司治理4 4世匯顧問有限公司世匯顧問有限公司瞭解市場與客戶1.1.確認客戶需求與冀求確認客戶需求與冀求1.1 1.1 進行質化評鑑進行質化評鑑1.1.1 1.1.1 進行客戶訪談進行客戶訪談1.1.2 1.1.2 進行焦點團體訪談進行焦點團體訪談1.2 1.2 進行量化評鑑進行量化評鑑1.2.1 1.2.1 進行客戶訪查進行客戶訪查1.3 1.3 預測客戶購買行為預測客戶購買行為2.2.衡量客戶滿意衡量客戶滿意1.1.2.1 2.1 監測產品與服務滿意度監測產品與服務滿意度2.2.2.2 2.2 監測抱怨對策的滿意度監測抱怨對策的滿意度3.3.2.3 2.3
3、 監測溝通的滿意度監測溝通的滿意度3.3.監測市場與客戶期望的改變監測市場與客戶期望的改變3.1 3.1 確認產品與服務的弱點確認產品與服務的弱點3.2 3.2 確認滿足客戶需求的創新項目確認滿足客戶需求的創新項目3.3 3.3 確認客戶對競爭產品與服務的反應確認客戶對競爭產品與服務的反應5 5世匯顧問有限公司世匯顧問有限公司建立願景與策略1.1.監測企業外環境監測企業外環境1.1 1.1 分析與了解競爭分析與了解競爭1.2 1.2 辨明經濟趨勢辨明經濟趨勢1.3 1.3 暸解政治與管制事項暸解政治與管制事項1.4 1.4 評估創新科技評估創新科技1.5 1.5 了解人口資料了解人口資料1.6
4、 1.6 了解社會與文化變遷了解社會與文化變遷1.7 1.7 了解生態關切了解生態關切2.2.定義企業概念與組織策略定義企業概念與組織策略1.1.2.1 2.1 選擇相關市場選擇相關市場2.2.2.2 2.2 建立願景與任務建立願景與任務3.3.2.3 2.3 建立事業策略建立事業策略3.3.設計組織結構及其組織單位彼此的關係設計組織結構及其組織單位彼此的關係4.4.樹立企業目標樹立企業目標6 6世匯顧問有限公司世匯顧問有限公司設計產品與服務1.1.轉換客戶需求與冀求為產品與服務機能轉換客戶需求與冀求為產品與服務機能2.2.建立產品與服務之壽命周期計畫建立產品與服務之壽命周期計畫3.3.發展產
5、品與服務概念與計畫發展產品與服務概念與計畫4.4.產品原型之設計與評估產品原型之設計與評估5.5.量產準備量產準備6.6.監測產品與服務績效與修正監測產品與服務績效與修正7.7.市場測試市場測試8.8.實施新產品工程技術實施新產品工程技術9.9.產品產品/服務管理服務管理7 7世匯顧問有限公司世匯顧問有限公司行銷與銷售1.1.對選定之市場區隔實施產品對選定之市場區隔實施產品/服務行銷服務行銷1.1 1.1 發展廣告策略發展廣告策略1.2 1.2 預估廣告策略所需資金與資源預估廣告策略所需資金與資源1.3 1.3 確認目標客戶與其需求確認目標客戶與其需求1.4 1.4 銷售預測銷售預測1.5 1
6、.5 銷售活動銷售活動1.6 1.6 報價報價1.7 1.7 談判活動談判活動2.2.處理客戶訂單處理客戶訂單2.1 2.1 接受客戶訂單接受客戶訂單2.2 2.2 輸入訂單輸入訂單8 8世匯顧問有限公司世匯顧問有限公司製造產品與提供服務1.1.製造產品製造產品/提供服務所需資源計畫提供服務所需資源計畫1.1 1.1 生產設備準備生產設備準備1.2 1.2 人員招募人員招募1.3 1.3 採購原物料採購原物料/部件部件2.2.製造產品製造產品3.3.發展人力資源技能發展人力資源技能4.4.運送產品運送產品/提供服務活動提供服務活動5.5.管理流程管理流程5.1 5.1 監測訂單狀況監測訂單狀況
7、5.2 5.2 庫存管理庫存管理5.3 5.3 品質保證品質保證5.4 5.4 生產設備維護保養生產設備維護保養5.5 5.5 環境保護環境保護5.6 5.6 持續改善活動持續改善活動5.7 5.7 員工教育訓練員工教育訓練9 9世匯顧問有限公司世匯顧問有限公司收款與售後服務1.1.請款活動請款活動1.1 1.1 客戶請款資料建立與維護客戶請款資料建立與維護1.2 1.2 呈送發票呈送發票2.2.售後服務售後服務1.1.2.1 2.1 提供到府服務提供到府服務2.2.2.2 2.2 處理產品保證與退回處理處理產品保證與退回處理3.3.2.3 2.3 提供後續服務提供後續服務3.3.回應客戶詢問
8、回應客戶詢問3.1 3.1 回應提供相關資訊的請求回應提供相關資訊的請求3.2 3.2 處理客戶訴怨處理客戶訴怨1010世匯顧問有限公司世匯顧問有限公司人力資源發展與管理1.1.發展人力資源策略發展人力資源策略2.2.員工參與員工參與3.3.員工教育訓練員工教育訓練4.4.獎勵與表揚獎勵與表揚5.5.維持員工福利與士氣維持員工福利與士氣6.6.工作輪調制度與雙梯晉升制度工作輪調制度與雙梯晉升制度 7.7.招募、遴選與任用招募、遴選與任用 8.8.職位評價職位評價 9.9.績效考核制度績效考核制度 10.10.離職管理離職管理 11.11.人力資源管理的風險管理人力資源管理的風險管理12.12.
9、勞資關係與勞工法令勞資關係與勞工法令 1111世匯顧問有限公司世匯顧問有限公司資訊管理1.1.資訊系統管理2.2.評估與稽核資訊品質1212世匯顧問有限公司世匯顧問有限公司財務與資產管理1.1.管理財務資源管理財務資源1.1 1.1 預算制度預算制度1.2 1.2 管理資源重置管理資源重置1.3 1.3 設計資產結構設計資產結構1.4 1.4 管理現金流量管理現金流量2.2.處理財務與會計交易處理財務與會計交易1.1.2.1 2.1 處理應付帳款處理應付帳款2.2.2.2 2.2 處理薪資處理薪資3.3.2.3 2.3 處理應收帳款處理應收帳款4.4.2.4 2.4 結帳結帳3.3.財務報告財
10、務報告3.1 3.1 提供外部財務報表提供外部財務報表3.2 3.2 提供內部財務管理報表提供內部財務管理報表4.4.進行內部稽核進行內部稽核5.5.稅務稅務6.6.資產管理資產管理1313世匯顧問有限公司世匯顧問有限公司環境管理1.1.建立環境管理策略建立環境管理策略2.2.符合法令規章符合法令規章3.3.員工教育訓練員工教育訓練4.4.執行污染防治執行污染防治5.5.環境復健環境復健6.6.能源節約能源節約7.7.政府與公共關係政府與公共關係8.8.管理環境資訊系統管理環境資訊系統9.9.監測環境管理計畫監測環境管理計畫1414世匯顧問有限公司世匯顧問有限公司公關管理1.1.股東公關管理股
11、東公關管理2.2.政府機構公關管理政府機構公關管理3.3.債權人公關管理債權人公關管理4.4.建立公關計畫建立公關計畫5.5.董事會公關管理董事會公關管理6.6.社區公關管理社區公關管理7.7.處理法令與道德規範事宜處理法令與道德規範事宜1515世匯顧問有限公司世匯顧問有限公司持續改善與變革管理1.1.衡量整體組織績效衡量整體組織績效2.2.執行品質評鑑執行品質評鑑3.3.績效標竿研究績效標竿研究4.4.進行流程改善進行流程改善5.5.變革管理變革管理6.6.執行全面品質管理執行全面品質管理7.7.執行六標準差策略改善活動執行六標準差策略改善活動1616世匯顧問有限公司世匯顧問有限公司流程績效
12、指標的分類系統1717世匯顧問有限公司世匯顧問有限公司績效指標的分類(非財務類)l l企業發展企業發展l l客戶滿意客戶滿意l l客戶服務客戶服務l l員工發展員工發展l l員工滿意員工滿意l l工程設計工程設計l l環境衝擊環境衝擊l l彈性彈性l l創新與產品開發創新與產品開發l l供應商績效供應商績效l l存貨存貨l l維護保養維護保養l l市場佔有市場佔有l l組織發展組織發展l l生產力生產力l l採購採購l l品質品質l l銷售品質銷售品質l l銷售生產力銷售生產力l l排程排程1818世匯顧問有限公司世匯顧問有限公司企業發展l lNew business from product
13、s,geographic penetration,demographic penetrationl lPerformance and customer satisfaction ratings compared to benchmarksl lCertifications from customers-percent of business done as certified supplierl lQuality improvement rate1919世匯顧問有限公司世匯顧問有限公司客戶滿意l lCustomer expectations pany Customer expectations
14、 pany performance by surveyperformance by surveyl lCompany performance petition by Company performance petition by surveysurveyl lComplaintsComplaintsl lReturns and allowancesReturns and allowancesl lLost accountsLost accountsl lOrder frequencyOrder frequencyl lSatisfaction with each aspect of goods
15、 or Satisfaction with each aspect of goods or services sales,technical support,response,services sales,technical support,response,quality,value/cost ratio,etc.quality,value/cost ratio,etc.2020世匯顧問有限公司世匯顧問有限公司客戶服務l lCalls not answered in xx secondsCalls not answered in xx secondsl lCalls on hold long
16、er than xx secondsCalls on hold longer than xx secondsl lCalls transferred to another partyCalls transferred to another partyl lAbandon rate caller gives upAbandon rate caller gives upl lInquiry processing timeInquiry processing timel lQueue time of people waiting in lineQueue time of people waiting
17、 in linel lCredit request processing timeCredit request processing timel lOrders/inquiries not processed within time limitsOrders/inquiries not processed within time limitsl lComplaints not resolved on first callComplaints not resolved on first calll lComplaints not resolved in 24 hoursComplaints no
18、t resolved in 24 hoursl lDegree of satisfaction wit complaint resolutionDegree of satisfaction wit complaint resolutionl lCourtesy,knowledge,empathy,responsiveness by survey,response cardCourtesy,knowledge,empathy,responsiveness by survey,response cardl lOrder entry error rateOrder entry error ratel
19、 lOrder fulfillment accuracyOrder fulfillment accuracyl lBackorder rateBackorder ratel lOn-time delivery rate On-time delivery rate l lOrders shipped complete and on timeOrders shipped complete and on timel lActual ship date versus requested and promised dateActual ship date versus requested and pro
20、mised datel lActual ship date versus revised request dateActual ship date versus revised request datel lOrders canceled and reason for cancellationOrders canceled and reason for cancellation2121世匯顧問有限公司世匯顧問有限公司員工發展l lEmployees that have completed a personal development planEmployees that have comple
21、ted a personal development planl lEmployees complying with their development planEmployees complying with their development planl lTraining hours per employee per yearTraining hours per employee per yearl lEmployees that have improved skills during past yearEmployees that have improved skills during
22、 past yearl lEmployees certified for skilled job functions or positionsEmployees certified for skilled job functions or positionsl lEmployees who have interacted with customersEmployees who have interacted with customersl lEmployees involved in planningEmployees involved in planningl lEmployees with
23、 spending authorityEmployees with spending authorityl lEmployee buy-in to quality improvementEmployee buy-in to quality improvementl lEmployees terminated for performance,other problemsEmployees terminated for performance,other problemsl lNeeds assessment gap required versus actual skills for positi
24、onsNeeds assessment gap required versus actual skills for positions2222世匯顧問有限公司世匯顧問有限公司員工滿意l lAttitude surveys to measure satisfaction with many Attitude surveys to measure satisfaction with many factors policies,pay,leaders,immediate supervisor,factors policies,pay,leaders,immediate supervisor,work
25、ing conditions,training hours,etc.working conditions,training hours,etc.l lTurnover voluntary and involuntary,by specific problemTurnover voluntary and involuntary,by specific probleml lAbsenteeism by reasonAbsenteeism by reasonl lTardinessTardinessl lEmployees applying for open positions from parti
26、cular Employees applying for open positions from particular departments an indicator of dissatisfactiondepartments an indicator of dissatisfactionl lNumber of recognition events and awardsNumber of recognition events and awardsl lExpenditures on recognition eventsExpenditures on recognition eventsl
27、lEmployees receiving recognitionEmployees receiving recognitionl lSafety measures accidents,days lost by reasonSafety measures accidents,days lost by reason2323世匯顧問有限公司世匯顧問有限公司環境衝擊l lWater consumption and/or discharge per Water consumption and/or discharge per product unit,per employee,or per sales
28、dollarproduct unit,per employee,or per sales dollarl lWaste discharge per product unit,per sales Waste discharge per product unit,per sales dollardollarl lRegulatory compliance audit variancesRegulatory compliance audit variancesl lPercent of recycled material used as raw Percent of recycled materia
29、l used as raw material inputmaterial inputl lPercent of waste generated recycledPercent of waste generated recycledl lEnergy consumed per unit,BTU/$salesEnergy consumed per unit,BTU/$sales2424世匯顧問有限公司世匯顧問有限公司工程設計l lDesign cycle timeDesign cycle timel lEngineering changes after design completionEngin
30、eering changes after design completionl lEngineering change orders by reasonEngineering change orders by reasonl lImprovements to productsImprovements to productsl lCustomer satisfaction with product performanceCustomer satisfaction with product performancel lReliability mean time between failuresRe
31、liability mean time between failuresl lReduction of parts count on productsReduction of parts count on productsl lQuality problems attributable to designQuality problems attributable to design2525世匯顧問有限公司世匯顧問有限公司彈性l lNumber of standard,common,and unique partsl lNumber of different process capabiliti
32、esl lPercentage of cross-trained personnell lProduction setup/changeover timel lAverage lot size being produced smaller is better2626世匯顧問有限公司世匯顧問有限公司創新與產品開發l lNumber of improvements make to existing productsNumber of improvements make to existing productsl lNumber of new products introduced/yearNumb
33、er of new products introduced/yearl lNumber of successful new productsNumber of successful new productsl lPercentage of sales coming from new/improved productsPercentage of sales coming from new/improved productsl lNumber of new features not duplicated by competitors Number of new features not dupli
34、cated by competitors introduced each year the number of“firsts”introduced each year the number of“firsts”l lPercent of sales from proprietary productsPercent of sales from proprietary productsl lPatents filed,issued,incorporated into productsPatents filed,issued,incorporated into productsl lMedian p
35、atent age in productsMedian patent age in productsl lUse of current technology percent of products made Use of current technology percent of products made with technology less than xx years oldwith technology less than xx years old2727世匯顧問有限公司世匯顧問有限公司存貨l lService factor percent of orders filledServi
36、ce factor percent of orders filledl lTurns by product and group(aggregate turns is a very Turns by product and group(aggregate turns is a very gross indicator)gross indicator)l lProduction schedule delays because of material Production schedule delays because of material shortagesshortagesl lInvento
37、ry items above/below target limitsInventory items above/below target limitsl lPhysical inventory variancesPhysical inventory variancesl lShow-moving and obsolete inventoryShow-moving and obsolete inventoryl lExcess inventory anything above normal requirementsExcess inventory anything above normal re
38、quirementsl lInventory accuracy and error ratesInventory accuracy and error ratesl lAdjustments to inventory recordsAdjustments to inventory records2828世匯顧問有限公司世匯顧問有限公司維護保養l lDowntime due to different types of equipment failurel lUnplanned versus planned maintenancel lQuality problems due to equipme
39、nt failurel lAdherence to preventive maintenance schedulesl lWaste caused by maintenance tests2929世匯顧問有限公司世匯顧問有限公司市場佔有l lSales/industry sales ratiol lSales growth rate versus industry growth ratel lNew accountsl lShare of key accounts business3030世匯顧問有限公司世匯顧問有限公司組織發展l lEmployee and management partic
40、ipation on teamsEmployee and management participation on teamsl lCost reductions,other quality improvements achieved by teams Cost reductions,other quality improvements achieved by teams(measured as cost-of-quality savings)(measured as cost-of-quality savings)l lEmployees on self-managing teamsEmplo
41、yees on self-managing teamsl lEmployees participating in suggestion planEmployees participating in suggestion planl lSuggestions/employeeSuggestions/employeel l$saved by suggestions$saved by suggestionsl lTeams making positive contributionTeams making positive contributionl lTeams achieving goalsTea
42、ms achieving goalsl lEmployees and managers“buying into”quality improvement Employees and managers“buying into”quality improvement principlesprinciplesl l$spent on training as a percent of sales$spent on training as a percent of salesl lPositions filled by internal promotion versus new hiresPosition
43、s filled by internal promotion versus new hires3131世匯顧問有限公司世匯顧問有限公司生產力l lSales/employeeSales/employeel l$produced/employee$produced/employeel lUnits/labor hour and labor dollar for direct,Units/labor hour and labor dollar for direct,indirect,and total labor costsindirect,and total labor costsl lTota
44、l value of finished products/total production Total value of finished products/total production costscostsl l(Overhead+labor costs)/units produced=(Overhead+labor costs)/units produced=value added cost ratio(omit material costs)value added cost ratio(omit material costs)l lSpace productivity sales o
45、r production per Space productivity sales or production per square footsquare foot3232世匯顧問有限公司世匯顧問有限公司採購l lQuality of vendors defects by type,returns,delivery performance,etc.l lPercent of parts from certified vendorsl lChanges to purchase orders by reasonl lTotal number of vendors lower is generall
46、y better,providing quality and cost requirements are satisfiedl lSavings relative to previous year costs3333世匯顧問有限公司世匯顧問有限公司品質(外部客戶)l lComplaints and complimentsComplaints and complimentsl lCredits/returnsCredits/returnsl lOrders lost and reason whyOrders lost and reason whyl lDefects at installatio
47、n during first 90 daysDefects at installation during first 90 daysl lDefect rate of the total population of equipment at customer sites Defect rate of the total population of equipment at customer sites l lInternal quality as a leading indicatorInternal quality as a leading indicatorl lQuality probl
48、ems detected during product audits in the fieldQuality problems detected during product audits in the fieldl lPercent of bids or proposals acceptedPercent of bids or proposals acceptedl lTechnical support costs/unit soldTechnical support costs/unit soldl lMean time between failureMean time between f
49、ailurel lService calls or complaints/unit soldService calls or complaints/unit soldl lRevisions to reports for customers corrections and additions Revisions to reports for customers corrections and additions l lCustomer quality dataCustomer quality datal lCertification by customersCertification by c
50、ustomersl lAwards from customersAwards from customers3434世匯顧問有限公司世匯顧問有限公司品質(內部客戶)l lCosts of quality rework,rejects,warranties,returns and Costs of quality rework,rejects,warranties,returns and allowances,inspection labor and equipment,complaint processing allowances,inspection labor and equipment,c