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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(shù),顧,顧問(wèn),服,服務(wù),部,部,LauraHua
2、ng,黃淑,翠,翠,微軟,平,平衡,計(jì),計(jì)分,卡,卡架,構(gòu),構(gòu),Agenda,平衡,計(jì),計(jì)分,卡,卡,BalancedScorecard(BSC),建構(gòu),績(jī),績(jī)效,管,管理,制,制度,與,與平,衡,衡計(jì),分,分卡,執(zhí)行,的,的障,礙,礙與,困,困難,點(diǎn),點(diǎn),微軟,平,平衡,計(jì),計(jì)分,卡,卡架,構(gòu),構(gòu),Demo-MicrosoftBSCToolkit,CaseStudy,Q&A,“,Ifyoucan,tmeasureit,youcantmanageit.,”,”,若您,無(wú),無(wú)法,衡,衡量,企,企業(yè),經(jīng),經(jīng)營(yíng),績(jī),績(jī)效,您便,無(wú),無(wú)法,有,有效,管,管理,企,企業(yè),RobertKaplanandD
3、avidNorton,Authorsof,“,“TheBalancedScorecard,”,”,平衡,計(jì),計(jì)分,卡,卡的,背,背景,與,與發(fā),展,展歷,程,程,第一,代,代績(jī),效,效衡,量,量,:,僅聚,焦,焦於,財(cái),財(cái)務(wù),面,面,第二,代,代績(jī),效,效衡,量,量,:,加入無(wú)形,資,資產(chǎn)的衡,量,量,如,如,產(chǎn),產(chǎn)品,研,研發(fā),設(shè),設(shè)計(jì),客,客戶,關(guān),關(guān)係,員,員工,教,教育,訓(xùn),訓(xùn)練,行,行銷(xiāo),資,資訊,企,企業(yè),知,知識(shí),管,管理,等,等,1998,年,超,超過(guò),75%,的,S&P500,市場(chǎng),價(jià),價(jià)值,是,是來(lái),自,自無(wú),形,形資,產(chǎn),產(chǎn),發(fā)展,史,史,1990,年,年研究,計(jì),計(jì)劃,
4、未,未,來(lái),來(lái)組,織,織績(jī),效,效衡,量,量方,法,法,12,家企,業(yè),業(yè)共,同,同參,與,與,由哈,佛,佛教,授,授,RobertKaplan,與,NolanNortonInstitute,執(zhí)行,長(zhǎng),長(zhǎng),DavidNorton,所共,同,同研,究,究發(fā),展,展,1992,年,年,:,發(fā)表,BSC,1993,年,:,發(fā)表,BSC,的實(shí),踐,踐,1996,年,:,發(fā)表,BSC,在策,略,略管,理,理體,系,系的,應(yīng),應(yīng)用,2000,年,:,發(fā)表,企業(yè),的策,略,略性,的,的應(yīng),用,用,平衡,計(jì),計(jì)分,卡,卡的,發(fā),發(fā)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(yè)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(jì),分,分卡,BSC?,發(fā)展,BSC,是一,連,連串,由,由企,業(yè),業(yè)願(yuàn),景,景,(Vision),展開(kāi),至,至四,個(gè),個(gè)構(gòu),面,面之,主,主要,績(jī),績(jī)效,衡,衡量,指,指標(biāo),之,之過(guò),程,程,四個(gè),構(gòu),構(gòu)面,(,Perspectives),財(cái)務(wù),、,顧客,、,、內(nèi),部,部流,程,程、,學(xué),學(xué)習(xí),成,成長(zhǎng),策略,主,主題(,Strate
7、gicTheme)：,長(zhǎng)期,而言,，,，應(yīng),完,完成,的,的事,項(xiàng),項(xiàng)，,貫穿,四,四個(gè),構(gòu),構(gòu)面,策略,目,目標(biāo)(,StrategicObjectives)：,為,達(dá),達(dá),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(biāo),標(biāo),關(guān),鍵,鍵,流,流,程,程(,CriticalProcess)：,支,持,持,達(dá),達(dá),成,成,策,策,略,略,目,目,標(biāo),標(biāo),的,的,的,的,作,作,業(yè),業(yè),活,活,動(dòng),動(dòng),主,要,要,績(jī),績(jī),效,效,指,指,標(biāo),標(biāo)(,KeyPerformanceIndicator,KPI)：,策,略,略,目,目,標(biāo),標(biāo),進(jìn)
8、,進(jìn),程,程,或,或,關(guān),關(guān),鍵,鍵,流,流,程,程,的,的,衡,衡,量,量,基,基,礎(chǔ),礎(chǔ),，,，,且,且,必,必,須,須,是,是,可,可,數(shù),數(shù),量,量,化,化,的,的,BSC,的,四,四,個(gè),個(gè),構(gòu),構(gòu),面,面,Vision and,Strategy,Objectives,Measures,Targets,Initiatives,財(cái),務(wù),務(wù),“Tosucceedfinancially,howshouldweappeartoourshare-holders?,”,”,Objectives,Measures,Targets,Initiatives,學(xué),習(xí),習(xí),與,與,成,成,長(zhǎng),長(zhǎng),“Toa
9、chieveourvision,howwillwesustainourabilitytochangeandimprove?,”,”,Objectives,Measures,Targets,Initiatives,顧,客,“Toachieveourvision,howshould we appeartoourcustomers?”,Objectives,Measures,Targets,Initiatives,內(nèi)部流,程,程,“Tosatisfyourshareholders andcustomers,whatbusinessprocesses mustweexcelat?”,Source:Th
10、eBalancedScorecardCollaborative,股東與顧客的,外界,衡量,有關(guān)重大企業(yè)流程,創(chuàng)新能力,學(xué)習(xí)及成長(zhǎng)的,內(nèi)部,衡量,衡量,過(guò)去,努力成果,驅(qū)動(dòng),未來(lái),績(jī)效,策略地,圖,圖,&,因果關(guān),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(yè),體,體,Strategy&BSC,的連結(jié),SBU2,SB
13、U3,SBU1,CompetitiveData,PersonnelRecords,Survey&Other,Ad Hoc Data,CustomerService Reports,IntranetLinks,SalesData,MarketData,推行平,衡,衡計(jì)分,卡,卡所帶,來(lái),來(lái)之效,益,益,有效將,策,策略聚,焦,焦,釐清達(dá),成,成經(jīng)營(yíng),目,目標(biāo)之,方,方法,經(jīng)由上,而,而下之,溝,溝通，,將,將策略,轉(zhuǎn),轉(zhuǎn)化為,行,行動(dòng),釐清執(zhí),行,行策略,所,所需之,關(guān),關(guān)鍵資,訊,訊,釐清部,門(mén),門(mén)間定,位,位、工,作,作職掌,及,及連結(jié),關(guān),關(guān)係,將策略,轉(zhuǎn),轉(zhuǎn)化成,各,各部門(mén),之,之工作,
14、語(yǔ),語(yǔ)言,建立公,司,司策略,管,管理制,度,度,BSCManagementProcess,建構(gòu)績(jī),效,效管理,制,制度與,平,平衡計(jì),分,分卡,規(guī)劃並,建,建構(gòu),系統(tǒng)環(huán),境,境,經(jīng)營(yíng)環(huán),境,境,設(shè)計(jì)平,衡,衡計(jì)分,卡,卡,釐清策,略,略,願(yuàn)景與,使,使命,營(yíng)運(yùn)方,針,針目標(biāo),業(yè)務(wù)策,略,略,經(jīng)營(yíng)模,式,式,財(cái)務(wù)構(gòu),面,面策略,目,目標(biāo),各構(gòu)面,KPI,KPI,所需資,料,料來(lái)源,策略地,圖,圖,&,因果關(guān),係,係圖,客,戶,構(gòu)面策,略,略目標(biāo),流程構(gòu),面,面策略,目,目標(biāo),學(xué)習(xí)構(gòu),面,面策略,目,目標(biāo),指定資,料,料提供,者,者,現(xiàn)有系,統(tǒng),統(tǒng)支援,程,程度,資料更,新,新時(shí)間,規(guī)劃系,統(tǒng),
15、統(tǒng)運(yùn)作,功,功能,發(fā)展平,衡,衡計(jì)分,卡,卡之步,驟,驟,KPI,清單,開(kāi)發(fā)系,統(tǒng),統(tǒng)運(yùn)作,環(huán),環(huán)境,Step 1.,公司或集團(tuán),BSC,overall strategies,Step 2.,SBU BSC,consistent with the corporate strategies,Step 4.,Dept,team,individuals BSC,公司或集團(tuán),SBU,C,SBU B,SBU A,Dept,Team,Individuals,Support Functions,Step 3.,Support Unit BSC support the internal customers,事
16、業(yè)體,Strategy&BSC,的連結(jié),建構(gòu)平,衡,衡計(jì)分,卡,卡與績(jī),效,效管理,制,制度,KPIs,資料收,集,集,與衡量,績(jī)效管,理,理,BSC,管理系,統(tǒng),統(tǒng),KPI,策略,目標(biāo)設(shè),定,定,企業(yè)規(guī),劃,劃流程,計(jì)分卡,擁,擁有者,計(jì)分卡,擁,擁有者,之,之支援,幕,幕僚,其他人,員,員,績(jī)效管,理,理,教育訓(xùn),練,練,與獎(jiǎng)酬,結(jié),結(jié)合,文化改,變,變與結(jié),果,果溝通,目標(biāo)值,BSC,預(yù)算規(guī),劃,劃與模,擬,擬預(yù)測(cè),定期討,論,論與回,饋,饋,好的,KPI,衡量基,礎(chǔ),礎(chǔ),S,S,imple,簡(jiǎn)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(dá)成,的,的,R,R,ealistic,可實(shí)現(xiàn),、,、,合理的,T,T,imely,有時(shí)效,性,性的,、如每,月,月或每,季,季,執(zhí)行的,障,障礙與,困,困難點(diǎn),有效執(zhí),行,行策略,的,的四項(xiàng),障,障礙,TheVisionBarrier,Only 5%of thework,forceunderstands,thestrategy,ThePeop
微軟公司績(jī)效管理工具
