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)

Order Fulfillment
Store
Pick, pack, ship
Yes 22%
bill, collect
promotions orders
extrusions invoice
Support processes
Human Resources / Systems / Maintenance / Facilities
➢ 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

5
2021/7/3
© 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.
• 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
© Focused Management Inc.
SUPPLIERS
Organization Work is Performed by Systems of Processes
purchase order
Strategic Planning
Goals/plans
Performance reports 7%
文言文各种句式详解
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）
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
© Focused Management Inc.
The Fish Tank Syndrome
If each person described what they saw, would it be the same description?
2021/7/3
Perspectives vary! – Which is correct?
No
Identify - Customer - Product - SLA Verify Entitlement
➢ We need a living repository in which locate and maintain knowledge

4
2021/7/3
© 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
Linked to Seven Value Drivers: ❖ Working capital
❖ Sales growth rate
❖ Fixed capital
❖ Operating profit margin
❖ Cost of capital - (WACC)
❖ Cash income tax rate
© Focused Management Inc.
Understand the Organization

8
2021/7/3
© 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”.
Procurement
Line
Buy material
Store & issue
time
6% Planning & Control
Corp. Gov.
CUSTOMERS
Price targets 4%
Product Development
product requests
design
Build die
Process Management
IN
OUT
Human Performance
2021/7/3
Strategic Plan
Organization • Goals • Measures • Results
Process • Goals • Measures • Results Activity • Goals • Measures • Results
The Three Levels of Performance
I. Organization Level
III. Performer/Job Level
II. Process Level
Needs I O C
F
2021/7/3
Supplier s
12
Products Services Market
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.

11
2021/7/3
© Focusede Ourselves
7
FINANCIAL QUALITY TIME QUANTITY
Performance Measures Scorecard
Organization Design and Compensation
Best Practices
Activity Based Management
Systems Enabled
❖ Growth duration period

10
2021/7/3
© Focused Management Inc.
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.”
Test die
samples /specs.
Requisition Materials
48%
Production
Product made
New Dies product
Work order
13%
Order Generation
promotion
Order entered
No
In Stock
Sales order
• “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?
3
© 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

6
2021/7/3
© Focused Management Inc.
Performance Architecture to Drive Value
Stakeholder Need/Values • Customers • Shareholders • Employees • etc.

13
2021/7/3
© Focused Management Inc.
Detailed Process Map
Service Delivery Process
Call Transfer
Transfer or Reroute
Predictive call (electronical)
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.
Customer informed of Solution
Reference docs
Customer
Call Center
First Level Technical
Dep’t
Second Level
Technical Dep’t
Customer calls IVR Routing
HW Problem

9
2021/7/3
© 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
• The speed of change and information age computing and communications leave little margin for errors
• Decision making needs facts

2
2021/7/3