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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
2、境管理公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
3、的滿意度3.3.2.3 2.3 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
4、新科技1.5 1.5 了解人口資料 了解人口資料1.6 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
5、.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
6、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 1.5 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
7、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
8、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 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10 10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
9、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.勞資關係與勞工法令 勞資關係與勞工法令 11 11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12 12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
10、 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 13 13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
11、.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14 14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15 15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
12、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16 16世匯顧問有限公司 世匯顧問有限公司流程績效指標的分類系統17 17 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
13、 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18 18世匯顧問有限公司 世匯顧問有限公司企業發展l l New business from products,geographic penetration,demographic penetrationl l Performance and customer satisfaction ratings compared to benchmarksl l Certific
14、ations from customers-percent of business done as certified supplierl l Quality improvement rate19 19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 pany performance by surveyperformance by surveyl lCompany performance petition by Company performance petition by surveysurvey
15、l lComplaintsComplaintsl lReturns and allowancesReturns and allowancesl lLost accountsLost accountsl lOrder frequencyOrder frequencyl lSatisfaction with each aspect of goods or Satisfaction with each aspect of goods or services sales,technical support,response,services sales,technical support,respon
16、se,quality,value/cost ratio,etc.quality,value/cost ratio,etc.20 20世匯顧問有限公司 世匯顧問有限公司客戶服務l l Calls not answered in xx seconds Calls not answered in xx secondsl l Calls on hold longer than xx seconds Calls on hold longer than xx secondsl l Calls transferred to another party Calls transferred to another
17、 partyl l Abandon rate caller gives up Abandon rate caller gives upl l Inquiry processing time Inquiry processing timel l Queue time of people waiting in line Queue time of people waiting in linel l Credit request processing time Credit request processing timel l Orders/inquiries not processed withi
18、n time limits Orders/inquiries not processed within time limitsl l Complaints not resolved on first call Complaints not resolved on first calll l Complaints not resolved in 24 hours Complaints not resolved in 24 hoursl l Degree of satisfaction wit complaint resolution Degree of satisfaction wit comp
19、laint resolutionl l Courtesy,knowledge,empathy,responsiveness by survey,response card Courtesy,knowledge,empathy,responsiveness by survey,response cardl l Order entry error rate Order entry error ratel l Order fulfillment accuracy Order fulfillment accuracyl l Backorder rate Backorder ratel l On-tim
20、e delivery rate On-time delivery rate l l Orders shipped complete and on time Orders shipped complete and on timel l Actual ship date versus requested and promised date Actual ship date versus requested and promised datel l Actual ship date versus revised request date Actual ship date versus revised
21、 request datel l Orders canceled and reason for cancellation Orders canceled and reason for cancellation21 21世匯顧問有限公司 世匯顧問有限公司員工發展l l Employees that have completed a personal development plan Employees that have completed a personal development planl l Employees complying with their development plan
22、 Employees complying with their development planl l Training hours per employee per year Training hours per employee per yearl l Employees that have improved skills during past year Employees that have improved skills during past yearl l Employees certified for skilled job functions or positions Emp
23、loyees certified for skilled job functions or positionsl l Employees who have interacted with customers Employees who have interacted with customersl l Employees involved in planning Employees involved in planningl l Employees with spending authority Employees with spending authorityl l Employee buy
24、-in to quality improvement Employee buy-in to quality improvementl l Employees terminated for performance,other problems Employees terminated for performance,other problemsl l Needs assessment gap required versus actual skills for positions Needs assessment gap required versus actual skills for posi
25、tions22 22世匯顧問有限公司 世匯顧問有限公司員工滿意l l Attitude 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,working conditions,training hours,etc.working conditions,traini
26、ng hours,etc.l l Turnover voluntary and involuntary,by specific problem Turnover voluntary and involuntary,by specific probleml l Absenteeism by reason Absenteeism by reasonl l Tardiness Tardinessl l Employees applying for open positions from particular Employees applying for open positions from par
27、ticular departments an indicator of dissatisfaction departments an indicator of dissatisfactionl l Number of recognition events and awards Number of recognition events and awardsl l Expenditures on recognition events Expenditures on recognition eventsl l Employees receiving recognition Employees rec
28、eiving recognitionl l Safety measures accidents,days lost by reason Safety measures accidents,days lost by reason23 23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 dollarproduct unit,per employee,or per sa
29、les 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 material used as raw material inputmaterial inpu
30、tl lPercent of waste generated recycledPercent of waste generated recycledl lEnergy consumed per unit,BTU/$salesEnergy consumed per unit,BTU/$sales24 24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 completionEngineering changes after design completionl
31、 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 failuresReliability mean time between failuresl l
32、Reduction of parts count on productsReduction of parts count on productsl lQuality problems attributable to designQuality problems attributable to design25 25世匯顧問有限公司 世匯顧問有限公司彈性l l Number of standard,common,and unique partsl l Number of different process capabilitiesl l Percentage of cross-trained p
33、ersonnell l Production setup/changeover timel l Average lot size being produced smaller is better26 26世匯顧問有限公司 世匯顧問有限公司創新與產品開發l l Number of improvements make to existing products Number of improvements make to existing productsl l Number of new products introduced/year Number of new products introdu
34、ced/yearl l Number of successful new products Number of successful new productsl l Percentage of sales coming from new/improved products Percentage of sales coming from new/improved productsl l Number of new features not duplicated by competitors Number of new features not duplicated by competitors
35、introduced each year the number of“firsts”introduced each year the number of“firsts”l l Percent of sales from proprietary products Percent of sales from proprietary productsl l Patents filed,issued,incorporated into products Patents filed,issued,incorporated into productsl l Median patent age in pro
36、ducts Median patent age in productsl l Use of current technology percent of products made Use of current technology percent of products made with technology less than xx years old with technology less than xx years old27 27世匯顧問有限公司 世匯顧問有限公司存貨l l Service factor percent of orders filled Service factor
37、 percent of orders filledl l Turns by product and group(aggregate turns is a very Turns by product and group(aggregate turns is a very gross indicator)gross indicator)l l Production schedule delays because of material Production schedule delays because of material shortages shortagesl l Inventory it
38、ems above/below target limits Inventory items above/below target limitsl l Physical inventory variances Physical inventory variancesl l Show-moving and obsolete inventory Show-moving and obsolete inventoryl l Excess inventory anything above normal requirements Excess inventory anything above normal
39、requirementsl l Inventory accuracy and error rates Inventory accuracy and error ratesl l Adjustments to inventory records Adjustments to inventory records28 28世匯顧問有限公司 世匯顧問有限公司維護保養l l Downtime due to different types of equipment failurel l Unplanned versus planned maintenancel l Quality problems due
40、 to equipment failurel l Adherence to preventive maintenance schedulesl l Waste caused by maintenance tests29 29世匯顧問有限公司 世匯顧問有限公司市場佔有l l Sales/industry sales ratiol l Sales growth rate versus industry growth ratel l New accountsl l Share of key accounts business30 30世匯顧問有限公司 世匯顧問有限公司組織發展l l Employee
41、 and management participation on teams Employee and management participation on teamsl l Cost 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 l Employees on
42、 self-managing teams Employees on self-managing teamsl l Employees participating in suggestion plan Employees participating in suggestion planl l Suggestions/employee Suggestions/employeel l$saved by suggestions$saved by suggestionsl l Teams making positive contribution Teams making positive contrib
43、utionl l Teams achieving goals Teams achieving goalsl l Employees and managers“buying into”quality improvement Employees and managers“buying into”quality improvement principles principlesl l$spent on training as a percent of sales$spent on training as a percent of salesl l Positions filled by intern
44、al promotion versus new hires Positions filled by internal promotion versus new hires31 31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 co
45、stsindirect,and total labor costsl lTotal 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 mate
46、rial costs)l lSpace productivity sales or production per Space productivity sales or production per square footsquare foot32 32世匯顧問有限公司 世匯顧問有限公司採購l l Quality of vendors defects by type,returns,delivery performance,etc.l l Percent of parts from certified vendorsl l Changes to purchase orders by reaso
47、nl l Total number of vendors lower is generally better,providing quality and cost requirements are satisfiedl l Savings relative to previous year costs33 33世匯顧問有限公司 世匯顧問有限公司品質(外部客戶)l l Complaints and compliments Complaints and complimentsl l Credits/returns Credits/returnsl l Orders lost and reason
48、why Orders lost and reason whyl l Defects at installation during first 90 days Defects at installation during first 90 daysl l Defect rate of the total population of equipment at customer sites Defect rate of the total population of equipment at customer sites l l Internal quality as a leading indic
49、ator Internal quality as a leading indicatorl l Quality problems detected during product audits in the field Quality problems detected during product audits in the fieldl l Percent of bids or proposals accepted Percent of bids or proposals acceptedl l Technical support costs/unit sold Technical supp
50、ort costs/unit soldl l Mean time between failure Mean time between failurel l Service calls or complaints/unit sold Service calls or complaints/unit soldl l Revisions to reports for customers corrections and additions Revisions to reports for customers corrections and additions l l Customer quality