微软公司绩效管理工具

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1、Click to edit Title Slide,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,Click to edit Title Slide,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,MeasuringSuccess,BringingtheBalancedScorecardtoLife,微軟,技,技術,顧,顧問,服,服務,部,部,LauraHua

2、ng,黃淑,翠,翠,微軟,平,平衡,計,計分,卡,卡架,構,構,Agenda,平衡,計,計分,卡,卡,BalancedScorecard(BSC),建構,績,績效,管,管理,制,制度,與,與平,衡,衡計,分,分卡,執行,的,的障,礙,礙與,困,困難,點,點,微軟,平,平衡,計,計分,卡,卡架,構,構,Demo-MicrosoftBSCToolkit,CaseStudy,Q&A,“,Ifyoucan,tmeasureit,youcantmanageit.,”,”,若您,無,無法,衡,衡量,企,企業,經,經營,績,績效,您便,無,無法,有,有效,管,管理,企,企業,RobertKaplanandD

3、avidNorton,Authorsof,“,“TheBalancedScorecard,”,”,平衡,計,計分,卡,卡的,背,背景,與,與發,展,展歷,程,程,第一,代,代績,效,效衡,量,量,:,僅聚,焦,焦於,財,財務,面,面,第二,代,代績,效,效衡,量,量,:,加入無形,資,資產的衡,量,量,如,如,產,產品,研,研發,設,設計,客,客戶,關,關係,員,員工,教,教育,訓,訓練,行,行銷,資,資訊,企,企業,知,知識,管,管理,等,等,1998,年,超,超過,75%,的,S&P500,市場,價,價值,是,是來,自,自無,形,形資,產,產,發展,史,史,1990,年,年研究,計,計劃,

4、未,未,來,來組,織,織績,效,效衡,量,量方,法,法,12,家企,業,業共,同,同參,與,與,由哈,佛,佛教,授,授,RobertKaplan,與,NolanNortonInstitute,執行,長,長,DavidNorton,所共,同,同研,究,究發,展,展,1992,年,年,:,發表,BSC,1993,年,:,發表,BSC,的實,踐,踐,1996,年,:,發表,BSC,在策,略,略管,理,理體,系,系的,應,應用,2000,年,:,發表,企業,的策,略,略性,的,的應,用,用,平衡,計,計分,卡,卡的,發,發展,史,史,Articles in Harvard Business Revie

5、w:,“,The Balanced Scorecard Measures that Drive Performance”,Jan-Feb 1992,“,Putting the Balanced Scorecard to Work”,Sept-Oct 1993,衡量的方法,1992,“,Using the Balanced Scorecard asa Strategic Management System”,Jan-Feb 1996,整合與溝通,1996,2000,“,Having Trouble With Your Strategy?Then Map It”,Sept-Oct 2000,企業策

6、略管理,Recognized by the Harvard Business Review as one of the,“most important management practices of the past 75 years.“,什麼,是,是平,衡,衡計,分,分卡,BSC?,發展,BSC,是一,連,連串,由,由企,業,業願,景,景,(Vision),展開,至,至四,個,個構,面,面之,主,主要,績,績效,衡,衡量,指,指標,之,之過,程,程,四個,構,構面,(,Perspectives),財務,、,顧客,、,、內,部,部流,程,程、,學,學習,成,成長,策略,主,主題(,Strate

7、gicTheme)：,長期,而言,，,，應,完,完成,的,的事,項,項，,貫穿,四,四個,構,構面,策略,目,目標(,StrategicObjectives)：,為,達,達,成,成,組,組,織,織,之,之,策,策,略,略,主,主,題,題,所,所,定,定,的,的,短,期,期,目,目,標,標,關,鍵,鍵,流,流,程,程(,CriticalProcess)：,支,持,持,達,達,成,成,策,策,略,略,目,目,標,標,的,的,的,的,作,作,業,業,活,活,動,動,主,要,要,績,績,效,效,指,指,標,標(,KeyPerformanceIndicator,KPI)：,策,略,略,目,目,標,標,進

8、,進,程,程,或,或,關,關,鍵,鍵,流,流,程,程,的,的,衡,衡,量,量,基,基,礎,礎,，,，,且,且,必,必,須,須,是,是,可,可,數,數,量,量,化,化,的,的,BSC,的,四,四,個,個,構,構,面,面,Vision and,Strategy,Objectives,Measures,Targets,Initiatives,財,務,務,“Tosucceedfinancially,howshouldweappeartoourshare-holders?,”,”,Objectives,Measures,Targets,Initiatives,學,習,習,與,與,成,成,長,長,“Toa

9、chieveourvision,howwillwesustainourabilitytochangeandimprove?,”,”,Objectives,Measures,Targets,Initiatives,顧,客,“Toachieveourvision,howshould we appeartoourcustomers?”,Objectives,Measures,Targets,Initiatives,內部流,程,程,“Tosatisfyourshareholders andcustomers,whatbusinessprocesses mustweexcelat?”,Source:Th

10、eBalancedScorecardCollaborative,股東與顧客的,外界,衡量,有關重大企業流程,創新能力,學習及成長的,內部,衡量,衡量,過去,努力成果,驅動,未來,績效,策略地,圖,圖,&,因果關,係,係,Cause&Effect,Theme:Smart,Profitable Expansion,50%Revenue from New Stores by Year 3,Increase Sales Efficiency,Development Project Management,Great New Locations,Corporate Digital Nervous Syst

11、em,Business Intelligence Use,Fact-based site selection,%revenue from stores opened in last 3 years,Revenue from new stores,Avg.#of days to break even,Revenue per FTE,Avg daily customers at new stores in first 6 months,#repeat customers,Avg purchase amount,Lag between market selection and site acquis

12、ition,Project duration:site acquisition to opening day,%of stores opened on schedule,#Eligible employees trained,Financial Perspective,Customer Perspective,Operational Perspective,Employees&Technology Perspective,SBUScorecards,GroupBalancedScorecard,Metrics,Warehouse,各事業,體,體,Strategy&BSC,的連結,SBU2,SB

13、U3,SBU1,CompetitiveData,PersonnelRecords,Survey&Other,Ad Hoc Data,CustomerService Reports,IntranetLinks,SalesData,MarketData,推行平,衡,衡計分,卡,卡所帶,來,來之效,益,益,有效將,策,策略聚,焦,焦,釐清達,成,成經營,目,目標之,方,方法,經由上,而,而下之,溝,溝通，,將,將策略,轉,轉化為,行,行動,釐清執,行,行策略,所,所需之,關,關鍵資,訊,訊,釐清部,門,門間定,位,位、工,作,作職掌,及,及連結,關,關係,將策略,轉,轉化成,各,各部門,之,之工作,

14、語,語言,建立公,司,司策略,管,管理制,度,度,BSCManagementProcess,建構績,效,效管理,制,制度與,平,平衡計,分,分卡,規劃並,建,建構,系統環,境,境,經營環,境,境,設計平,衡,衡計分,卡,卡,釐清策,略,略,願景與,使,使命,營運方,針,針目標,業務策,略,略,經營模,式,式,財務構,面,面策略,目,目標,各構面,KPI,KPI,所需資,料,料來源,策略地,圖,圖,&,因果關,係,係圖,客,戶,構面策,略,略目標,流程構,面,面策略,目,目標,學習構,面,面策略,目,目標,指定資,料,料提供,者,者,現有系,統,統支援,程,程度,資料更,新,新時間,規劃系,統,

15、統運作,功,功能,發展平,衡,衡計分,卡,卡之步,驟,驟,KPI,清單,開發系,統,統運作,環,環境,Step 1.,公司或集團,BSC,overall strategies,Step 2.,SBU BSC,consistent with the corporate strategies,Step 4.,Dept,team,individuals BSC,公司或集團,SBU,C,SBU B,SBU A,Dept,Team,Individuals,Support Functions,Step 3.,Support Unit BSC support the internal customers,事

16、業體,Strategy&BSC,的連結,建構平,衡,衡計分,卡,卡與績,效,效管理,制,制度,KPIs,資料收,集,集,與衡量,績效管,理,理,BSC,管理系,統,統,KPI,策略,目標設,定,定,企業規,劃,劃流程,計分卡,擁,擁有者,計分卡,擁,擁有者,之,之支援,幕,幕僚,其他人,員,員,績效管,理,理,教育訓,練,練,與獎酬,結,結合,文化改,變,變與結,果,果溝通,目標值,BSC,預算規,劃,劃與模,擬,擬預測,定期討,論,論與回,饋,饋,好的,KPI,衡量基,礎,礎,S,S,imple,簡單、,不,不複雜,、,、有意,義,義,M,M,easurable,可以被,量,量化、,資,資料是,可,可提供,的,的,A,A,chievable,可達成,的,的,R,R,ealistic,可實現,、,、,合理的,T,T,imely,有時效,性,性的,、如每,月,月或每,季,季,執行的,障,障礙與,困,困難點,有效執,行,行策略,的,的四項,障,障礙,TheVisionBarrier,Only 5%of thework,forceunderstands,thestrategy,ThePeop