平衡计分卡.ppt

文档介绍：平衡记分卡(Balanced Scorecard)概要
企业资源管理研究中心(AMT) 整理
学习与成长
- 雇员满意度
- 团队精神
- 信息利用程度
财务
- 成本最优
使命
愿景
战略
客户
- 客户满意度
内部运营流程
- 有效的内部控制
- 有效的供应商管理
- 综合利用多种获得资源的途径
- 流程不断改进
平衡记分卡的目标与衡量方法
MISSION
To provide acquisition and assistance services to
support plishment of the Department's
programmatic goals and objectives.
STRATEGY
To change the present system's culture, management
systems, and line processes consistent with the
principles of Quality Management, in order to
establish and maintain: a customer focus, a sense of
urgency, continuous and breakthrough process
improvement, and an emphasis on results.
VISION
To deliver on a timely basis the best value product
or service to our customers while maintaining
the public's trust and fulfilling public policy
objectives.
CUSTOMER
- Customer Satisfaction
CUSTOMER PERSPECTIVE
A-6
Customer Satisfaction
CORE
Customer Satisfaction Index
Data Source: Customer Climate Survey
Also, documented results from formal
Baldrige, Presidential or Energy Quality
Award Self-Assessments and Site Visit
Evaluations
Elements:
Timeliness: Extent of customer
satisfaction with timeliness of
procurement processing; planning
activities; and on-munications
Quality: Extent of customer satisfaction
with the quality of procurement services
Communications: Extent to which
municates accurate
information which impacts the work
of anization
85% customer satisfaction rating in 1998
(90% in 1999, 95% in 2000)
CUSTOMER PERSPECTIVE
OBJECTIVE MEASURE NATIONAL TARGET
A-7
CUSTOMER PERSPECTIVE
OBJECTIVE MEASURE NATIONAL TARGET
(Appropriate targets will be negotiated
between the Cognizant DOE Contracting
Officer and the contractor anization)
Customer Satisfaction (Cont .)
OPTIONAL
Data Source:
Real-time Transactional Survey
(if appropriate)
Elements Menu:
Schedule
Cost
Best Value
Performance against mitment
Overall Satisfaction


A-8
INTERNAL BUSINESS
PROCESSES
-Effective Internal Controls
-Effective Supplier Management
-Ef