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平衡记分卡（BalancedScorecard）概要企业资源管理研究中心（AMT）整理学习与成长-雇员满意度-团队精神-信息利用程度财务-成本最优使命愿景战略客户-客户满意度内部运营流程-有效的内部控制-有效的供应商管理-综合利用多种获得资源的途径-流程不断改进平衡记分卡的目标与衡量方法MISSIONToprovideacquisitionandassistanceservicestosupportaccomplishmentoftheDepartment'sprogrammaticgoalsandobjectives.STRATEGYTochangethepresentsystem'sculture,managementsystems,andlineprocessesconsistentwiththeprinciplesofQualityManagement,inordertoestablishandmaintain:acustomerfocus,asenseofurgency,continuousandbreakthroughprocessimprovement,andanemphasisonresults.VISIONTodeliveronatimelybasisthebestvalueproductorservicetoourcustomerswhilemaintainingthepublic'strustandfulfillingpublicpolicyobjectives.LEARNINGANDGROWTHFINANCIALMISSIONVISIONSTRATEGYCUSTOMERINTERNALBUSINESSPROCESSESBALANCEDSCORECARDPERSPECTIVESANDOBJECTIVESCUSTOMER-CustomerSatisfactionCUSTOMERPERSPECTIVEA-6CustomerSatisfactionCORECustomerSatisfactionIndexDataSource:CustomerClimateSurveyAlso,documentedresultsfromformalBaldrige,PresidentialorEnergyQualityAwardSelf-AssessmentsandSiteVisitEvaluationsElements:Timeliness:Extentofcustomersatisfactionwithtimelinessofprocurementprocessing;planningactivities;andon-goingcommunicationsQuality:ExtentofcustomersatisfactionwiththequalityofprocurementservicesCommunications:Extenttowhichprocurementcommunicatesaccurateinformationwhichimpactstheworkofmyorganization85%customersatisfactionratingin1998(90%in1999,95%in2000)CUSTOMERPERSPECTIVEOBJECTIVEMEASURENATIONALTARGETA-7CUSTOMERPERSPECTIVEOBJECTIVEMEASURENATIONALTARGET(AppropriatetargetswillbenegotiatedbetweentheCognizantDOEContractingOfficerandthecontractorpurchasingorganization)CustomerSatisfaction(Cont.)OPTIONALDataSource:Real-timeTransactionalSurvey(ifappropriate)ElementsMenu:ScheduleCostBestValuePerformanceagainststandard/commitmentOverallSatisfactionA-8LEARNINGANDGROWTHFINANCIALMISSIONVISIONSTRATEGYCUSTOMERINTERNALBUSINESSPROCESSESBALANCEDSCORECARDPERSPECTIVESANDOBJECTIVESINTERNALBUSINESSPROCESSES-EffectiveInternalControls-EffectiveSupplierManagement-EffectiveUtilizationofAlternateProcurermentApproaches-StreamlinedProcesses-AcquisitionProcess-GoodCorporateCitizenshipthroughPurchasingINTERNALBUSINESSPROCESSPERSPECTIVEA-13EffectiveInternalControlsDataSource:Transactionalreviewofpurchasingfiles,reviewboardsandLocalPurchasingInformationSystems(LPIS)EffectiveSupplierManagementDataSource:LPISEffectiveUtilizationofAlternateProcurementApproachesDataSource:LPISCore:%ofsystemsinfullcompliancewithstakeholderrequirements(e.g.,applicablelaws,regulations,termsandconditionsofcontracts,ethics,etc.)basedonself-assessmentandsubjecttofatalflawconsiderationsCore:%Deliveryon-timeOptional:SupplierSatisfactionPrequalifiedsuppliersasa%ofallsuppliersRejectionratesduetonon-conformancetocontractrequirementsCore:Optimum%oftransactionsplacedbyusers(JIT,ProcurementCard,etc.dividedbythesumoftotaltransactions)Optional:%utilizationofICPTandotherleveragedpurchases%ofRFPsover$100KissuedelectronicallyA-14Meetsorexceedsexpectations85%on-timedelivery(includesJIT)(AppropriatetargetswillbenegotiatedbetweentheCognizantDOEContractingOfficerandthecontractorpurchasingorganization)INTERNALBUSINESSPERSPECTIVEOBJECTIVEMEASURENATIONALTARGETStreamlinedProcessesDataSource:LPISAcquisitionProcessDataSource:LPISGoodCorporateCitizenshipthroughPurchasingDataSource:LocalgoalsasnegotiatedwithcognizantDOEofficeCore:Numberofcriticalprocessesreengineered/redesigned.orre-validatedOptional:%purchaseactionutilizationofElectronicCommerceCore:Averagecycletime(exception:ProcurementCard)Optional:Averagecycletime(=$100,000)Averagecycletime($100,000)Core:%ofeconomicandsocialdiversityandlocalparticipationprogramgoalsachieved,including:SBandSDBGoalsRegional/LocalOutreach/SupportGoodNeighborProgramA-15Twoannually20dayscycletime(CAPS)SpecificnegotiationswithlocalDOEOfficeINTERNALBUSINESSPERSPECTIVEOBJECTIVEMEASURENATIONALTARGETLEARNINGANDGROWTHFINANCIALMISSIONVISIONSTRATEGYCUSTOMERINTERNALBUSINESSPROCESSESBALANCEDSCORECARDPERSPECTIVESANDOBJECTIVESLEARNINGANDGROWTH-EmployeeSatisfaction-EmployeeAlignment-InformationAvailabilityLEARNINGANDGROWTHPERSPECTIVEA-21EmployeeSatisfactionDataSource:EmployeeClimateSurveyAlso,documentedresultsfromformalBaldrige,PresidentialorEnergyQualityAwardSelf-AssessmentsandSiteVisitEvaluationsEmployeeAlignmentDataSource:EmployeePerformanceAppraisalsandLocalPurchasingInformationSystemsasappropriateInformationAvailabilityLocalPurchasingInformationSystemsasappropriateLEARNINGANDGROWTHPERSPECTIVEOBJECTIVEMEASURENATIONALTARGETCore:EmployeeSatisfactionIndexEmployeeSatisfactionIndexincludesdatafromemployeesurvey,focusgroups,absenteeism,andvoluntaryterminationsCore:EmployeeAlignment%ofemployeeswhoseactualperformanceisalignedwithKeySuccessFactorsCore:InformationAvailabilityMeasureThisisameasureofusefulinformation(e.g.,policies,procedures,operationalreports)availabletoemployees(AppropriatetargetswillbenegotiatedbetweentheCognizantDOEContractingOfficerandthecontractorpurchasingorganization.)90%aligned90%ofworkgroupshavethedatatheyneedtodotheirjobsA-22LEARNINGANDGROWTH