永续绝经营的企业-世界级的公司(1)

講題:永續絕經營的企業–世界級的公司(World-class)講員:劉英芳E-mail:[e-mail]:YFLiu,劉英芳Experiences:1.TechnicalDirector,manufacturingoperations,WyethTaiwanCorporation2.EngagementDirector-BusinessConsulting,UnitopiaTaiwan3.Director-ManufacturingOperations,EliLilly&Co.Taiwan4.Manager-engineering,humanresources,production,GMPPlantdesignandconstructionEliLilly&Co.Taiwan5.SectionchiefofNuclearPowerProject,TaiwanPowerCo.Education:M.S.,Univ.ofMass.AtLowell,U.S.A.1977B.S.,Tsing-HuaUniv.,1972Contact:Mobilphone:0952-612-831E-mail:[e-mail]llence卓越的企業經營–品質獎MBNQA(美國)1.Leadership,領導力2.Informationandanalysis,資訊及分析3.Strategicplanning,策略規劃4.Humanresourcedevelopment,人力資源發展5.Processmanagement,流程管理6.Businessresults,營運成果7.Customersatisfaction,客戶滿意度EuropeanQualityAward(歐洲)1.Leadership2.Policyandstrategy3.Peoplemanagement4.Resources5.Processes6.Customersatisfaction7.Peoplesatisfaction8.Impactonsociety9.BusinessresultsBusinessoperationexcellence卓越的企業經營–品質獎DemingAward(戴明獎)1.Policies,planning2.Administration3.Education4.Information5.Analysis6.Standardization7.Control8.Qualityassurance9.Results10.Futureplan(未來的規劃)TaiwanNationalQualityAward(台灣國家品質獎)1.Value,objective,strategy(經營理念,目標与集策略)2.Organizationandoperation(組織与運作)3.Humanresourcedevelopment(人力發展与運用)4.Informationmanagement(資訊管理与運用)5.Researchanddevelopment(研究發展)6.Qualityassurance(品質保証)7.Customerservicequality(客戶服務品質)8.Socialresponsibility(社會責任)9.Totalqualityperformance(全面品管績效)Builttolast–Collins基業長青Stablecorevaluesystem,穩固的價值体系Balancedfocus,兼容並蓄Stretchgoals,高標準Nevergiveupmentality,堅持与恒心Continuousimprovement,精益求精OrganizationCapability組織的體質People-skills,knowledge,character,competency人才–技能,知識,品格,能力Processes-management,operations&execution(dailyjobfunctioning),learning,teaching流程–管理,營運作業,學習,教導ProductorTechnology-innovation,development產品或技術–創新,發展Results-revenues,profits績效–營收,利潤Level5Hierarchy五個層級12345Contributingteammember有所貢獻的團隊成員Competentmanager,有能力的經理Effectiveleader,有效能的領導者Executive執行長Highlycapableindividual有才幹的個人TechnicalskillsPeopleskillsConceptualskillsQualityWorkforce卓越的工作團隊Qualityworkforceisformedfromthequalitypeoplewhoisamasterforalltheprocessesrequiredtogeneratetheresultsinthejobfunction由職務上的專才組成(有能力創造績效)CEO,managers,supervisors,staffs,thefirstlineemployees總裁,經理,主管,幕僚,第一線員工Processandresult流程与成果Processesareactionsandskillsrelevant,与作業及技能相關Process:equipment,material,procedure,..設備,材料,作業方法,..Establishprocessesineveryfunctionaldepartment,每個作業都要建立流程Standardizeallthekeyprocesses,流程標準化continuedResultsfocusonwhathashappenedwithinafunction,成果著重發生的事實Definethemetricstomonitortheresults,設定指標追蹤成果Usethedatafromonesystem,使用同一系統的資料Keepitsimpleandvisible,簡明ApplyP-D-C-Aforcontinuousimprovement,運用P-D-C-A執行持續改善Businessoperationprocesses企業經營流程Businessplan,營運計劃Salesandoperationsplanning,產銷協調計劃Humanresourcesplanningandmanagement,人力資源規劃与管理Financialplanning,reporting,andmeasurement,財務規劃,報告,衡量指標Manufacturingplanningandcontrol,生產企劃与控管continuedDemandandsupplymanagement,需求与供貨管理Distributionresourceplanning,配送服務管理Datamanagement,資料管理Educationandtraining,教育与訓練Qualitymanagementsystem,品質管理系統Performancemeasurements,績效衡量Philosophyofmanagement管理的哲學Commonsense,一般的常識Simplemethod,簡單的方法Simpleprocess,簡單的流程Simpleskills,簡單的技巧落後,貧窮主要是管理缺乏效率,未能善加利用資源落後,貧窮的國家都是欠缺適當的管理Aboutmanagement,管理的里程碑TaylorDemingPeterDruckeryear,年代188119501954Keyfocus重點Efficiency效率Quality,efficiency,effectiveness品質,效率,效果Management,Effectiveness管理,效果Target目標Labors勞工Allemployees全体員工Knowledgeworkers知識工作者Theory理論Workanalysis,standardhour工作分析,標準工時TQM全面品管Self-management自我管理Process/method流程/方法Stopwatch,jobenlargement/enrichment/rotation,馬錶,責任加大/提升/輪調QCC,TQC,JITP-D-C-AEmpowerment,Organization,team授能,組織,團隊Applicationinindustry,在業界的應用Fordautomobilefactory,福特汔車Toyotaautomobilefactory,豐田汽車GM,GE,3M,MotorolaTheNewBusinessOperationsModel企業經營管理模式Requirements需求Customers客戶Satisfaction滿意–HighQualityPurpose目的Results成果PeopleProcesses流程–GoodServices–()–LessTime–LowerCostAdditionalValue額外的價值Customersatisfaction客戶滿意度的層次ExceedcustomerneedssatisfyunstatedcustomerneedsmeetvalidatedcustomerneedsCustomerPartnership夥伴關係CustomerConfidence信任PreventcustomerComplaints,預防客戶報怨Worldclassbusinessoperation世界級的企業經營Improvingthepresent,持續改善現況Creatingforthefuture,創造未來Learning/teachingcontinuously,持續的學習及教導workingeffectivelyatthesametime同時有效的執行S-curveconcept,生命曲線The1stS-curvecurrentprocesses,existingproducts,services,people現有的流程,產品,服務,人員The2ndS-curvefuture:direction,innovation,newproducts,newprocesses,betterservices,betterteams未來–方向,創新,產品,流程,服務,團隊時間成長BusinessExcellenceEquation卓越企業經營的定律ToBuildandMaintainQualityWorkforce建立並維持卓越的工作團隊品質,成本,生產力1.驗收,秤料2.混合充填3.化驗包裝4.退貨客戶抱怨???!!!Measurement-Managed(數据化管理)v.s.Non-measurement-managed(非數據化管理)M-managedNon-M-managedStrategyconsensus對策略的共識90%47%Teamwork團隊合作85%38%Opencomm.坦誠的溝通71%30%Effectivecomm.有效的溝通60%8%Employeeself-management員工自動自發42%16%QualityWorkforce卓越的工作團隊Qualityworkforceisformedfromthequalitypeoplewhoisamasterforalltheprocessesrequiredtogeneratetheresultsinthejobfunction由職務上的專