KPI與公司經營績效--- 理工背景的主管應具備基本的管理知識 陳長仁 崑山科技大學 大綱 KPI的基本觀念 公司經營績效 系統的概念 品質的精神 顧客導向 領導與團隊合作 快速學習與創新 解決問題的方法與能力 激勵與向心力 KPI (key performance indicator) KPI 關鍵性的績效指標 (重要資訊、非完整性) KPI 是公司內部溝通的工具 KPI 是量化的數據並無法表達”內心感覺、做事的態度、努力的程度、決策品質” KPI 是根據內部客戶的需求而選訂 KPI 與部門或員工績效表現並非正相關 KPI的基本觀念 為何需要KPI 顧客需求 了解決策或努力的正確性 主管分配資源的依據 員工作業的依據 KPI的基本觀念 製訂績效指標 KPI依據公司的年度目標或經營策略展開 KPI與公司經營績效有關 以內部作業流程中顧客需求而製訂 KPI的基本觀念 KPI依據公司的年度目標或經營策略展開 Vision and Strategy Customer To achieve our vision, how should we appear to our customers Internal Business Process To satisfy our shareholders and customers, what business processes must we excel at Financial To succeed financially, how should we appear to our shareholders Learning and Growth To achieve our vision, how will we sustain our ability to change and improve KPI依據公司的年度目標或經營策略展開 Financial Customers Internal Business Processes Learning and Growth Processes Cycle Time Processes Quality Employee Skills ROCE Customer Loyalty On-time Delivery Return-on- Capital-Employed 平衡計分卡中公司的績效指標 Financial Customers Internal Business Processes Learning and Growth Response time Quality Employee Satisfaction Return on investment Retention Market and account share Economic value-added Satisfaction Cost New product introductions Information system availability ECI公司的 經濟目標與績效指標 Financial Perspective Goals Measures Survive Succeed Prosper Cash flow Quatertly sales growth and operating income by division. Increased market share and ROE Customer Perspective Goals Measures Internal Business Perspective Goals Measures Innovation and Learning Perspective Goals Measures New products Responsive supply Preferred supplier Customer partnership Percent of sales from new products Percent of sales from proprietary products On-time delivery (defined by customer) Share of key accounts; purchases Ranking by key accounts Number of cooperative engineering efforts. Technology capability Manufacturing excellence Design productivity New product introduction Technology leadership Manufacturing learning Product focus Time to market Manufacturing geometry vs.. competition Cycle time; Unit cost ; Yield Silicon efficiency Engineering efficiency Actual introduction schedule vs.. plan Time to develop next generation Process time to maturity Percent of products that equal 80% of sales New product introduction vs.. competition