革新的绩效管理--平衡计分卡(ppt 54)

Copyright2000byKPMGConsulting.Allrightsreserved.KPMGKPMGKPMGKPMG1--来自„-„„„„来自’sLosAngelesNewYorkMiamiLondon•“Rightsizing”•TotalQualityManagement•ROIFocus•ReturntoCoreBusinessManagementInitiativesR&DMFGSALESClient•Globalization•TransnationalCorporations•NAFTA•MassCustomization•The“Global”Product•CustomerDemands•CustomerServiceandSatisfaction•EmployeesExpectations•Self-directed•The“Virtual”Corporation•InformationHighway•Process&TechnologyLinkage•Client/ServerComputing•Multimedia•MobileComputing•CrossFunctionalIntegration•ProcessImprovement来自„„„„„来自()5%25%85%60%来自来自„-„„„„来自(BalancedScorecard)•TheGartnerGroup2000100040%•75•(BusinessUnit)••“”–•••(cause-and-effect)•来自(hypotheses)“…..”••••来自()来自(where)(how)7.8.来自来自„-„„„„来自–(1)•••••来自•••()•••••••()•••••()••()•()•(cash-to-cash)••••来自–(2)•••()•••来自=++••••••来自(3)•••来自•••••来自(4)••来自“”来自–GreenMeetingEntitlement–YellowMeetingPlan–belowEntitlement–RedBelowPlanProcessesCompetenceCustomers来自(mln)ProductivitySales/wagebill3.65BalancedScorecard-BusinessUnitXCheckPoints252226782950Ifo%ageofsales14.50%16.50%19.00%WorkingcapitalTurnoverspeed5.977.73.934.37CashflowEuro(mln)346439576CustomersMarketshare%age22.80%23.40%25.40%DeliveryperformanceICSL93%95%97%CustomercomplaintsMaxtimetoclosure-days211410Salesofnewproducts%ageoftotalsalestbdtbdtbdBrandindexAbsolutevalue-nominal110110110SurveyresultsScore7.588.5ProcessesBESTMarketingSurveytoolscore368BESTPurchasingSurveytoolscore368BESTMan