加拿大Focus咨询机构为香港地铁做的最新的绩效咨询前期培训
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Focus咨询机构为香港地铁做的最新的绩效咨询
Performance Measures Scorecard
Organization Design and Compensation
Best Practices
Activity Based Management
Systems Enabled
© Focused Management Inc.
Understand the Organization
4
© Focused Management Inc.
Result – What Is At Stake
• Inappropriate measurement systems can be costly experiments
• Sobey’s $50m ERP write off • Boeing’s production problems in the late 1990’s • Malcolm Baldridge winner, Wallace Co’ bankrupt • Fortune 500 companies will face a $31.5 Billion
Of Decision Support Tools
At Issue
• Every organization needs to measure and manage performance to satisfy the demands of stakeholders
• Today’s measurement and management methods are much better than in the past but need to be connected together
IN
OUT
XX地铁绩效咨询前期培训
2
2018/12/19 © Focused Management Inc.
The Fish Tank Syndrome
If each person described what they saw, would it be the same description?
Perspectives vary! – Which is correct?
13
2018/12/19 © Focused Management Inc.
Detailed Process Map
Service Delivery Process
Call Transfer Transfer or Reroute Predictive call (electronical) Customer informed of Solution Reference docs Customer calls Customer IVR Routing HW Problem No Identify - Customer - Product - SLA Verify Entitlement Call Center No Validation Completed? No Yes Hardware Yes Log Call Yes No Re-repair Qualified by Knowledge tools No 1st level No product? Yes Reroute Yes To Process 5
Cost and Performance Management:
Creating Value with Measures
Presented by
Focused Management Inc.
加拿大focus咨询机构为香港地铁做的最新的绩效咨询前期培训(英文)
IN
OUT
Human Performance
Strateg TIME QUANTITY
Performance Measures Scorecard
Organization Design and Compensation
Best Practices
Activity Based Management
The Fish Tank Syndrome
If each person described what they saw, would it be the same description?
2021/4/17
3
© Focused Management Inc.
Implications of The Fish Tank Syndrome
Cost and Performance Management:
Creating Value with Measures
Presented by
Focused Management Inc.
2021/4/17
Facilitating Performance Improvement Through Better Use Of Information And The Application
➢ We need a constantly available set of reference points to which we can return
➢ We need a living repository in which locate and maintain knowledge
2021/4/17
• “This holistic practice of VBM is in sharp contrast to the finance-driven appearance that VBM has taken on in the past …”
香港地铁最新绩效咨询前期培训
香港地铁最新绩效咨询前期培训
At Issue
❖ Every organization needs to measure and manage performance to satisfy the demands of stakeholders
❖ Today’s measurement and management methods are much better than in the past but need to be connected together
Organization Design and Compensation
Best Practices
Activity Based Management
Systems Enabled
Understand the Organization
Value-Based Management
❖ “VBM is a holistic management approach that encompasses redefined goals, redesigned organizational structures and systems, rejuvenated strategic and operational processes, and even revamped human resources practices”.
If each person described what they saw, would it be the same description?
Perspectives vary! – Which is correct?
Implications of The Fish Tank Syndrome
At Issue
❖ Every organization needs to measure and manage performance to satisfy the demands of stakeholders
❖ Today’s measurement and management methods are much better than in the past but need to be connected together
Organization Design and Compensation
Best Practices
Activity Based Management
Systems Enabled
Understand the Organization
Value-Based Management
❖ “VBM is a holistic management approach that encompasses redefined goals, redesigned organizational structures and systems, rejuvenated strategic and operational processes, and even revamped human resources practices”.
If each person described what they saw, would it be the same description?
Perspectives vary! – Which is correct?
Implications of The Fish Tank Syndrome
加拿大FOUCUS咨询公司给香港地铁做绩效评价咨询培训2(ppt版)
•Database
•Internet •CRM
ProCarta
The Performance Management Portal
2022/1/3
14
第十四页，共十八页。
© Focused Management Inc.
…Partial List of Clients
Financial Services • Citibank - NY & Brazil
• $66 Billion will be spent on formal workplace training in the U.S. next year Training Magazine Survey
• Fortune 500 companies will face a $31.5 Billion knowledge deficit next year IDC Survey
Procurement
Line
Buy material
Store & issue
time
Planning & Control
Corp. Gov.
Price targets
CUSTOMERS
Product Development
design
Build dts
2022/1/3
7
第七页，共十八页。
© Focused Management Inc.
The Performance Architecture
Stakeholder Need/Values • Customers • Shareholders • Employees • etc.
Process Management
•Internet •CRM
ProCarta
The Performance Management Portal
2022/1/3
14
第十四页，共十八页。
© Focused Management Inc.
…Partial List of Clients
Financial Services • Citibank - NY & Brazil
• $66 Billion will be spent on formal workplace training in the U.S. next year Training Magazine Survey
• Fortune 500 companies will face a $31.5 Billion knowledge deficit next year IDC Survey
Procurement
Line
Buy material
Store & issue
time
Planning & Control
Corp. Gov.
Price targets
CUSTOMERS
Product Development
design
Build dts
2022/1/3
7
第七页，共十八页。
© Focused Management Inc.
The Performance Architecture
Stakeholder Need/Values • Customers • Shareholders • Employees • etc.
Process Management
推荐-加拿大Focus咨询机构为香港地铁做的最新的绩效咨询前期培训 精品
• Inappropriate measurement systems can be costly experiments • Sobey’s $50m ERP write off • Boeing’s production problems in the late 1990’s • Malcolm Baldridge winner, Wallace Co’ bankrupt
➢ We need a variety of perspectives and with which to obtain a balanced, disciplined and dynamic view of our businesses
➢ We need to develop a common / agreed understanding of the business and all of its characteristics
Organization • Goals • Measures • Results
Process • Goals • Measures • Results
Activity • Goals • Measures • Results
Performance Measures Scorecard
Organization Design and Compensation
Of Decision Support Tools
At Issue
• Every organization needs to measure and manage performance to satisfy the demands of stakeholders
• Today’s measurement and management methods are much better than in the past but need to be connected together
➢ We need a variety of perspectives and with which to obtain a balanced, disciplined and dynamic view of our businesses
➢ We need to develop a common / agreed understanding of the business and all of its characteristics
Organization • Goals • Measures • Results
Process • Goals • Measures • Results
Activity • Goals • Measures • Results
Performance Measures Scorecard
Organization Design and Compensation
Of Decision Support Tools
At Issue
• Every organization needs to measure and manage performance to satisfy the demands of stakeholders
• Today’s measurement and management methods are much better than in the past but need to be connected together
Focus咨询机构为香港地铁做的最新的绩效咨询(英文版)
The Fish Tank Syndrome
If each person described what they saw, would it be the same description?
2020/6/30
Perspectives vary! – Which is correct?
3
© Focused Management Inc.
• “This holistic practice of VBM is in sharp contrast to the finance-driven appearance that VBM has taken on in the past …”
2020/6/30
6
© Focused Management Inc.
Performance Architecture to Drive Value
Stakeholder Need/Values • Customers • Shareholders • Employees • etc.
Process Management
7
FINANCIAL QUALITY TIME QUANTITY
Performance Measures Scorecard
Organization Design and Compensation
Best Practices
Activity Based Management
Systems Enabled
➢ We need to develop a common / agreed understanding of the business and all of its characteristics
为香港地铁做的最新的绩效咨询前期培训
The Fish Tank Syndrome
If each person described what they saw, would it be the same description?
2019/11/14
Perspectives vary! – Which is correct?
3
© Focused Management Inc.
2019/11/14
8
© Focused Management Inc.
Value-Based Management
• “VBM is a holistic management approach that encompasses redefined goals, redesigned organizational structures and systems, rejuvenated strategic and operational processes, and even revamped human resources practices”.
13
© Focused Management Inc.
Detailed Process Map
Service Delivery Process
Call Transfer
Transfer or Reroute
Predictive call (electronical)
Customer informed of Solution
Linked to Seven Value Drivers: Working capital
Sales growth rate
Fixed capital
Operating profit margin
XX地铁绩效咨询前期培训
Performance Architecture to Drive Value
Strategic Plan
Organization • Goals • Measures • Results Process • Goals • Measures • Results Activity • Goals • Measures • Results
Result – What Is At Stake
• Inappropriate measurement systems can be costly experiments • Sobey’s $50m ERP write off • Boeing’s production problems in the late 1990’s • Malcolm Baldridge winner, Wallace Co’ bankrupt • Fortune 500 companies will face a $31.5 Billion knowledge deficit next year • By how much can profit be increased by changing your product/market mix to focus on your most profitable products
2019/1/24
At Issue
• Every organization needs to measure and manage performance to satisfy the demands of stakeholders • Today’s measurement and management methods are much better than in the past but need to be connected together • The speed of change and information age computing and communications leave little margin for errors • Decision making needs facts
香港地铁绩效咨询报告(英文版)
• Fortune 500 companies will face a $31.5 Billion knowledge deficit next year
• By how much can profit be increased by changing your product/market mix to focus on your most profitable products
➢ We need a living repository in which locate and maintain knowledge
Result – What Is At Stake
• Inappropriate measurement systems can be costly experiments Ø Sobey’s $50m ERP write off Ø Boeing’s production problems in the late 1990’s Ø Malcolm Baldridge winner, Wallace Co’ bankrupt
•Value Creation is an Operational Issue!
Processes are where the work is done
“If you can’t describe what you are doing as a process, you don’t know what you are doing.”
➢ We need to develop a common / agreed understanding of the business and all of its characteristics
➢ We need a constantly available set of reference points to which we can return
• By how much can profit be increased by changing your product/market mix to focus on your most profitable products
➢ We need a living repository in which locate and maintain knowledge
Result – What Is At Stake
• Inappropriate measurement systems can be costly experiments Ø Sobey’s $50m ERP write off Ø Boeing’s production problems in the late 1990’s Ø Malcolm Baldridge winner, Wallace Co’ bankrupt
•Value Creation is an Operational Issue!
Processes are where the work is done
“If you can’t describe what you are doing as a process, you don’t know what you are doing.”
➢ We need to develop a common / agreed understanding of the business and all of its characteristics
➢ We need a constantly available set of reference points to which we can return
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Line time
design Build die Test die
samples /specs.
Requisition
Materials
Work order
13%
No
In Stock
48%
New Dies
Order Generation
promotion Order entered
promotions orders
Price targets
SUPPLIERS
Strategic Planning
Performance reports
CUSTOMERS
4% product requests
7% purchase order
Procurement
Buy material Store & issue
Product Development
Needs I
O F
C
Products Services
Market
Supplier s
12
2012-8-2 © Focused Management Inc.
Organization Work is Performed by Systems of Processes
6%
Goals/plans
Corp. Gov. Planning & Control
11
2012-8-2 © Focused Management Inc.
How We Organize Ourselves The Three Levels of Performance
I. Organization Level III. Performer/Job Level II. Process Level
5
2012-8-2 © Focused Management Inc.
Performance Architecture
• A combination of a business logic methodology, relevant software and systems capability. The links between the tools are as important as the tools themselves.
W. Edward Deming
• Process’s are connected to the appropriate knowledge and learning elements. All focused on the successful performance of a single task. • Processes link organization goals and measures to human performance and activities.
Performance Measures Scorecard Organization Design and Compensation
Best Practices Activity Based Management
Systems Enabled
2012-8-2 © Focused Management Inc.
13
2012-8-2 © Focused Management Inc.
Detailed Process Map
Service Delivery Process
Call Transfer Transfer or Reroute Predictive call (electronical) Customer informed of Solution Reference docs Customer calls Customer IVR Routing HW Problem No Identify - Customer - Product - SLA Verify Entitlement Call Center No Validation Completed? No Yes Hardware Yes Log Call Yes No Re-repair Qualified by Knowledge tools No 1st level No product? Yes Reroute Yes To Process 5
3
2012-8-2 © Focused Management Inc.
Implications of The Fish Tank Syndrome
We need a variety of perspectives and with which to obtain a balanced, disciplined and dynamic view of our businesses We need to develop a common / agreed understanding of the business and all of its characteristics We need a constantly available set of reference points to which we can return We need a living repository in which locate and maintain knowledge
4
2012-8-2 © Focused Management Inc.
Result – What Is At Stake
• Inappropriate measurement systems can be costly experiments • Sobey’s $50m ERP write off • Boeing’s production problems in the late 1990’s • Malcolm Baldridge winner, Wallace Co’ bankrupt • Fortune 500 companies will face a $31.5 Billion knowledge deficit next year • By how much can profit be increased by changing your product/market mix to focus on your most profitable products
Understand the Organization
8
2012-8-2 © Focused Management Inc.
Value-Based Management
• “VBM is a holistic management approach that encompasses redefined goals, redesigned organizational structures and systems, rejuvenated strategic and operational processes, and even revamped human resources practices”. • “This holistic practice of VBM is in sharp contrast to the finance-driven appearance that VBM has taken on in the past …”
INSEAD Working Paper, Are you (Really) Managing for Value?
9
2012-8-2 © Focused Management Inc.
Value Creation is an Operational Issue!
• Creating shareholder value requires intense focus on: • Delivering benefits to customer in most efficient way • Hiring/retaining motivated workforce • Maintaining excellent supplier relationships • Good citizen in local communities
Alignment of jobs, activities and processes with total organization goals is critical to the success of the organization. Shared service organizations are an integral component.
Linked to Seven Value Drivers: Sales growth rate Operating profit margin
Working capital Fixed capital Cost of capital - (WACC)
Cash income tax rate
6
2012-8-2 © Focused Management Inc.
Performance Architecture to Drive Value
Strategic Plan
Stakeholder Need/Values • Customers • Shareholders • Employees • etc.
2
2012-8-2 © Focused Management Inc.
The Fish Tank Syndrome
If each person described what they saw, would it be the same description?
Perspectives vary! – Which is correct?
design Build die Test die
samples /specs.
Requisition
Materials
Work order
13%
No
In Stock
48%
New Dies
Order Generation
promotion Order entered
promotions orders
Price targets
SUPPLIERS
Strategic Planning
Performance reports
CUSTOMERS
4% product requests
7% purchase order
Procurement
Buy material Store & issue
Product Development
Needs I
O F
C
Products Services
Market
Supplier s
12
2012-8-2 © Focused Management Inc.
Organization Work is Performed by Systems of Processes
6%
Goals/plans
Corp. Gov. Planning & Control
11
2012-8-2 © Focused Management Inc.
How We Organize Ourselves The Three Levels of Performance
I. Organization Level III. Performer/Job Level II. Process Level
5
2012-8-2 © Focused Management Inc.
Performance Architecture
• A combination of a business logic methodology, relevant software and systems capability. The links between the tools are as important as the tools themselves.
W. Edward Deming
• Process’s are connected to the appropriate knowledge and learning elements. All focused on the successful performance of a single task. • Processes link organization goals and measures to human performance and activities.
Performance Measures Scorecard Organization Design and Compensation
Best Practices Activity Based Management
Systems Enabled
2012-8-2 © Focused Management Inc.
13
2012-8-2 © Focused Management Inc.
Detailed Process Map
Service Delivery Process
Call Transfer Transfer or Reroute Predictive call (electronical) Customer informed of Solution Reference docs Customer calls Customer IVR Routing HW Problem No Identify - Customer - Product - SLA Verify Entitlement Call Center No Validation Completed? No Yes Hardware Yes Log Call Yes No Re-repair Qualified by Knowledge tools No 1st level No product? Yes Reroute Yes To Process 5
3
2012-8-2 © Focused Management Inc.
Implications of The Fish Tank Syndrome
We need a variety of perspectives and with which to obtain a balanced, disciplined and dynamic view of our businesses We need to develop a common / agreed understanding of the business and all of its characteristics We need a constantly available set of reference points to which we can return We need a living repository in which locate and maintain knowledge
4
2012-8-2 © Focused Management Inc.
Result – What Is At Stake
• Inappropriate measurement systems can be costly experiments • Sobey’s $50m ERP write off • Boeing’s production problems in the late 1990’s • Malcolm Baldridge winner, Wallace Co’ bankrupt • Fortune 500 companies will face a $31.5 Billion knowledge deficit next year • By how much can profit be increased by changing your product/market mix to focus on your most profitable products
Understand the Organization
8
2012-8-2 © Focused Management Inc.
Value-Based Management
• “VBM is a holistic management approach that encompasses redefined goals, redesigned organizational structures and systems, rejuvenated strategic and operational processes, and even revamped human resources practices”. • “This holistic practice of VBM is in sharp contrast to the finance-driven appearance that VBM has taken on in the past …”
INSEAD Working Paper, Are you (Really) Managing for Value?
9
2012-8-2 © Focused Management Inc.
Value Creation is an Operational Issue!
• Creating shareholder value requires intense focus on: • Delivering benefits to customer in most efficient way • Hiring/retaining motivated workforce • Maintaining excellent supplier relationships • Good citizen in local communities
Alignment of jobs, activities and processes with total organization goals is critical to the success of the organization. Shared service organizations are an integral component.
Linked to Seven Value Drivers: Sales growth rate Operating profit margin
Working capital Fixed capital Cost of capital - (WACC)
Cash income tax rate
6
2012-8-2 © Focused Management Inc.
Performance Architecture to Drive Value
Strategic Plan
Stakeholder Need/Values • Customers • Shareholders • Employees • etc.
2
2012-8-2 © Focused Management Inc.
The Fish Tank Syndrome
If each person described what they saw, would it be the same description?
Perspectives vary! – Which is correct?