卓越绩效与BSC

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HTTP1TQM1BusinessExcellence///2TheBalancedScorecard,BSC3KanjiHKKanjiTheBSC-OrientedTQMConceptConceptMapping2QualityManagementTQM/Wilkinson,1992----ToDelightCustomers/Customers’Satisfaction/DelightAnsoff(1984)KanjiAsher(1995)BusinessExcellence/MalcolmBaldrigeHKMA//Kanji,1998Kaplan&Norton,1992,1993,1994,1996a,1996b,2000(Tacit)Ba(Nonaka&Konno,1998)KolbKolb,RubinandMcIntyre,1979Kanji3ConceptualModelLamandYu19992001Lam2002a,b,cKanjiKolb1KanjiKanji/4--Kanji5Bonini1999--//26OrganizationEffectiveness//Philip.NCrosbyJosephMJuranEdwardsDemingPDCA/Kanji//37//StakeholdersKanji/ContinuousImprovement/Kanter(1990)Kanji8Kanji3244Ansoff,1984.19969OrganizationEffectivenessTime-BasedCompetitionBenchmarkingBusinessProcessReengineering,BPR--///(Hoferat.el,1984;Limerick,CunningtonandCrowther,1993andJohnsonandScholes,1999,KaplanandNorton,1992,1993,1994,1996,2000)510S1S15FirstTierS2S2aPESTEL1979S2b1985BCG5FirstTierS3S1S211SWOTTOWSWeihrich,1982,1999Lam,2002bS4S1S3S1S35S4S5S4BPRS5S4--612F/CIBPL&I1992BSCBSC5/5BSCBSC5,1993,1994,1996/Lam2002bS2SWOTBSC/7135KPI50050%/5S114LascellesDale1991DrifterToolPushersImproversAwardWinnersWorld-ClassMalcolmBaldrige(),EuropeanFoundationforQualityManagement(EFQM)Award(),andDeming’sPrize()LamYu1999MalcolmBaldrigeMalcolmBaldrigeKanji8Kanji415Kanji9//Kolb/Kanji1016/1117113ConceptMappingTemplate12200012kanjiKolb18//Kanji/S1S2S3S4S5/

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