业务流程绩效管理与流程优化

王磊副总裁爱迪斯(上海)软件有限公司/2010-12-23业务流程绩效管理与流程优化5January2011|SoftwareAG-GetThereFaster|2业务流程绩效管理与流程优化端到端业务流程端到端业务流程架构业务流程绩效业务流程5January2011|SoftwareAG-GetThereFaster|3端到端业务流程及其与流程之间的关系5January2011|SoftwareAG-GetThereFaster|4“流程”的定义：输入、输出、增值1)强调每一个流程必须都有明确的“产出物”且有相应的记录。相同的“产出物”对应相同的流程；不同的“产出物”对应不同的流程。2)强调“产出物”必须有明确的交付对象，即有人要？3)由流程所服务的对象部门制定衡量此“产出物”好坏的标准。4)由流程所服务的对象部门“承担”相应的成本。流程编号流程名称责任部门产出物服务对象质量要求需要的频率需要的数量5January2011|SoftwareAG-GetThereFaster|5从“流程梳理”到“端到端流程”梳理端到端的流程流程的接口流程5January2011|SoftwareAG-GetThereFaster|6从“流程梳理”到“端到端流程”梳理制度及流程清单流程钩稽关系制度及流程文档5January2011|SoftwareAG-GetThereFaster|7“端到端流程”的定义：需求的发起到需求的满足请购流程采购流程收货流程发放流程填写申请单部门主管审批IT部门审批SAP功能T-codeOA功能OA功能主流程流程功能请购单采购订单入库单发放记录交付物KPI5January2011|SoftwareAG-GetThereFaster|8从“流程梳理”到“端到端流程”梳理5January2011|SoftwareAG-GetThereFaster|9从“流程梳理”到“端到端流程”梳理5January2011|SoftwareAG-GetThereFaster|10端到端流程架构及其与流程架构的关系5January2011|SoftwareAG-GetThereFaster|11流程架构：流程的分类、分层AnalyticsFinancialManagementCustomerManagementProductionSupplyManagementSales&DistributionManagementOperationManagementHumanCapitalManagementCorporateServicesManagementEngineeringCoreProcessesManagementProcessesSupportingProceesMaterialRequirementsPlanningInventoryManagementSAP功能类型:场景ProcurementFinancialManagementProductionSales&DistributionManagementEngineeringReceivePurchasedGoodsReceiveShippingNotificationSAP功能类型:流程步骤DifferenceProcessingPerformReturnDeliveryPerformStockTransferConfirmTransferOrderCreateTransferOrderGoodsReceiptProcessedGoodsReceivedGoodsMovementSAP功能类型:流程GoodsReceiptPostingSAP功能类型:流程ReturnGoodsUnpackGoodsCheckGoodsGoodsOKGoodsDifferenttoNotificationGoodsnotOKDifferencesCorrectedStartCheckInventoryEndCheckInventory企业地图流程区域图主流程模型流程模型采购计划采购需求分析创建采购需求采购管理采购仓储管理付款管理供应商管理人事管理财务管理物业设备管理IT管理5January2011|SoftwareAG-GetThereFaster|12“端到端流程架构”内部客户市场/客户利益相关者/外部监管机构内部客户市场/客户利益相关者/外部监管机构5January2011|SoftwareAG-GetThereFaster|13“流程架构”与“端到端流程架构”的关系业务流程池流程架构端到端流程流程1流程2流程3流程4…..;.流程1流程3流程4流程3流程2流程1类别1类别1-1类别1-2流程分析、考核与优化流程管理责任5January2011|SoftwareAG-GetThereFaster|14“流程架构”与“端到端流程架构”的关系产品开发端到端流程客户订单履行端到端流程……端到端流程业务流程池客户需求采购职能物流职能财务职能….职能客户需求流程目标流程目标流程目标职能目标职能目标职能目标职能目标•职能型-项目型-矩阵型运作•职能架构VS流程架构•职能指标VS流程指标5January2011|SoftwareAG-GetThereFaster|15业务流程绩效及其与企业运营绩效的关系流程输出的产品或服务的数量是否足够流程输出的产品或服务的质量是否好流程输出产品或服务的过程风险是否可控多好稳流程运转一次并产生“产出物”的周期流程输出的产品或服务的成本是否低快省流程输出标准增加产出提升质量控制风险提高效率降低成本标准判断标准优化方向流程指标：多、快、好、省、稳五大类5January2011|SoftwareAG-GetThereFaster|165January2011|SoftwareAG-GetThereFaster|17流程与绩效的关系流程绩效是绩效管理的一部分内容所有绩效都应在流程活动中关联取数点流程指标：多、快、好、省、稳五大类5January2011|SoftwareAG-GetThereFaster|18年库存周转率年出库总金额年库存平均金额取数点1取数点2…分拣出库………盘点…出库流程盘点流程指标取数点流程5January2011|SoftwareAG-GetThereFaster|19业务流程绩效监控与优化管理的信息化方案5January2011|SoftwareAG-GetThereFaster|20流程绩效的监控OrderfromthecustomerpresentFilloutorderforme.g.fulfillmentinstructionsLargeordersmaybepasseddirectlyfromSalestoSales/Tradingforfurtherprocessing.Ordermaybeenteredunder01-36111-01-36114,01-36211,01-36214.FixedpricebusinessorAQRpresentNormalExecutionpresentPassordertopersonresponsibleforexecution01-36211GERDomesticInstitutions01-36214InternationalInstitutions01-36211GERDomesticInstitutions01-36214InternationalInstitutionsOrderform(shares)Orderform(shares)OrderwithpersonresponsibleforexecutionThereisnoclearregulationgoverningthispoint.Theordercanbepassedverballyorbyorderform.RecordorderinformationPassordertobrokerGL-TRADEConfirmationfromGL-Tradepresentcanbecalleduponthesameday;orderfulfillmentconfirmationbytelephoneonthesamedayConfirmationfromthebrokerpresentusuallybythefollowingmorning;orderfulfillmentconfirmationbytelephoneonthesamedayCompleteorderform01-36211GERDomesticInstitutions01-36214InternationalInstitutions01-36114AgencyDealing/ExecutionTelephonealternative(seeabove)OrderformcompletedSubmitinquirytoTradingApprovalfromTradingpresentCompleteorderform-Exchangerate-EBaccount-Value-CurrencyOrderformcompletedOrderform(shares)Checkwhethercustomerwishestoenterintocurrencyprotectionagreement01-36211GERDomesticInstitutions01-36214InternationalInstitutionsOrderform(shares)01-36211GERDomesticInstitutions01-36214InternationalInstitutions01-36211GERDomesticInstitutions01-36214InternationalInstitutionsCustomerwishestoenterintocurrencyprotectionagreementCustomerdoesnotwishtoenterintocurrencyprotectionagreementInformTreasuryExchangerateandCPDarenotedontheorderformconfirmationoftransactionbyTreasurypresentthenextdayAddinitialstotransactionconfirmationWitnessrequirementTransactionconfirmationinitialedForwardorderformOrderformwithDeskSupportAttachbrokerconfirmationBrokerconfirmationattachedTransactionconfirmation(Treasury)BrokerconfirmationRecordtransactiononlyafterreceiptofbrokerconfirmation-Typeoftransaction-Quantity-Kind-Limit-gross/net-Customer/account-Currency(forforeigncurrencyprotectedtransactiontheTradingCrossRateisrecordedbasedontheorderform)TransactionrecordedSendconfirmationtocustomerbyfax(Preliminaryconfirmation)NormallynotsentbeforereceiptofbrokerconfirmationConfirmationsenttocustomerbyfaxTelephone01-36211GERDomesticInstitutions01-36214InternationalInstitutionsOMNI01-36