Balanced-ScoreCardPPT课件.pptx
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1、平衡计分卡The Balanced Scorecard为组织的长久成功制定规划Planning for Long-Run Organizational SuccessPlanning for Long-Run Organizational Success1 1管理挑战Management ChallengeManagement Challenge愿景障碍Vision BarrierVision Barrier5%5%的的员员工了解工了解战战略略5%work force understands strategy5%work force understands strategy资源障碍Resour
2、ce BarrierResource Barrier60%60%没有将没有将预预算与算与战战略略联联系起来系起来60%60%dont link budgets to strategydont link budgets to strategy人员障碍People BarrierPeople Barrier只有只有25%25%将将战战略和激励略和激励联联系起来系起来25%25%linked incentives to strategy linked incentives to strategy 管理障碍Management BarrierManagement Barrier85%85%每月少于一小
3、每月少于一小时讨论战时讨论战略略85%85%spent one hour/month discussing strategyspent one hour/month discussing strategy1010家公司有家公司有9 9家家执执行行战战略失略失败败9 of 10 companies fail to execute strategy9 of 10 companies fail to execute strategy2 2伟伟大往往是各大往往是各种种对对立品立品质质自自然平衡的然平衡的结结果果Greatness is often the result Greatness is oft
4、en the result of the balance of oppositesof the balance of opposites最好的最好的最好的最好的产产品品品品best productbest product最低的成本最低的成本最低的成本最低的成本low cost producerlow cost producer最好的关系最好的关系最好的关系最好的关系best customer best customer relationshiprelationship产产品品领领先先Product LeadershipProduct Leadership最革新的最革新的They are the
5、 most innovativeThey are the most innovative不断更新和不断更新和创创造的造的Constantly renewing and creativeConstantly renewing and creative永永远远前沿的前沿的Always on the leading edgeAlways on the leading edge优优秀运秀运营营Operational ExcellenceOperational Excellence合算的生意合算的生意A great deal!A great deal!有吸引力的价格有吸引力的价格Excellent/at
6、tractive priceExcellent/attractive price 最低的最低的购购置成本置成本Minimal acquisition costMinimal acquisition cost 最低的最低的总拥总拥有成本有成本Lowest overall cost of Lowest overall cost of ownershipownership不麻不麻烦烦的的A no-hassles firmA no-hassles firm 方便、快捷方便、快捷Convenience and speedConvenience and speed 可靠的可靠的产产品和服品和服务务Reli
7、able product and Reliable product and serviceservice 客客户亲户亲密密Customer IntimacyCustomer Intimacy这这就是我需要的就是我需要的Exactly what I needExactly what I need 订订制化制化产产品品Customized productsCustomized products 个性化个性化传传播播Personalized communicationsPersonalized communications迅速响迅速响应应Theyre very responsiveTheyre ve
8、ry responsive 优优先、灵活的服先、灵活的服务务Preferential service and Preferential service and flexibilityflexibility 推荐我所需要的推荐我所需要的产产品品Recommends what I needRecommends what I need忠忠实实粉粉丝丝Im very loyal to themIm very loyal to them 帮助我帮助我们获们获得成功得成功Helps us to be a successHelps us to be a success我们的战略是什么?What is our
9、 strategy?What is our strategy?3 3平衡计分卡将战略和行动联系起来Scorecard Links Strategy to Everyday ActionsScorecard Links Strategy to Everyday Actions使命使命使命使命MISSIONMISSION为为什么我什么我什么我什么我们们存在存在存在存在Why we existWhy we exist价价价价值值VALUESVALUES什么什么什么什么对对我我我我们们重要重要重要重要Whats important to usWhats important to us愿景愿景愿景愿景V
10、ISIONVISION我我我我们们想成想成想成想成为为什么什么什么什么What we want to beWhat we want to be战战略略略略STRATEGYSTRATEGY我我我我们们的制的制的制的制胜胜之道之道之道之道Our game planOur game plan平衡平衡平衡平衡计计分卡分卡分卡分卡BALANCED SCORECARDBALANCED SCORECARD转转转转化、化、化、化、聚焦和聚焦和聚焦和聚焦和协调协调Translate,Focus and AlignTranslate,Focus and Align战战略行略行略行略行动动STRATEGIC INI
11、TIATIVESSTRATEGIC INITIATIVES优优先先先先顺顺序是什么序是什么序是什么序是什么What are the prioritiesWhat are the priorities战战略略略略结结果果果果STRATEGIC OUTCOMESSTRATEGIC OUTCOMES满满意的股意的股意的股意的股东东 高高高高兴兴的客的客的客的客户户 有效的流程有效的流程有效的流程有效的流程 能干的能干的能干的能干的员员工工工工Satisfied SHAREHOLDERSSatisfied SHAREHOLDERS,Delighted CUSTOMERSDelighted CUSTOM
12、ERS,Efficient and Effective PROCESSESEfficient and Effective PROCESSES,Motivated&Prepared WORKFORCEMotivated&Prepared WORKFORCE4 4什么是平衡计分卡?What is Balanced Scorecard What is Balanced Scorecard 战战略管理略管理略管理略管理:平衡:平衡计计分卡是一个将分卡是一个将组织战组织战略和愿略和愿景景转转化成化成为为运运营营目目标标、衡量指、衡量指标标、目、目标值标值和行和行动动方案的框架方案的框架S
13、trategy Management:It is a framework that has the overarching goal of Strategy Management:It is a framework that has the overarching goal of transforming an organizations strategy and vision into operational objectives,transforming an organizations strategy and vision into operational objectives,mea
14、sures,targets and initiativesmeasures,targets and initiatives绩绩效效效效评评估估估估:平衡:平衡计计分卡能分卡能够够改善改善组织组织的内、外的内、外部沟通,并衡量其部沟通,并衡量其战战略目略目标标的的绩绩效表效表现现Performance Measures:Performance Measures:It can It can improve internal and external improve internal and external communications,and monitor organization perfo
15、rmance against communications,and monitor organization performance against strategic goals.strategic goals.平衡计分卡Balanced ScorecardBalanced Scorecard5 5可可编辑编辑要在要在财务财务方面取得方面取得成功,我成功,我们应们应向股向股东东展示什么?展示什么?To succeed financially,how To succeed financially,how shall we appear to our shall we appear to our
16、 shareholdersshareholders?财务财务FinancialFinancial为实现为实现我我们们的使命的使命,我我们应们应向客向客户户展示展示什么?什么?To achieve our mission,how To achieve our mission,how shall we appear to our shall we appear to our customercustomer客客客客户户CustomerCustomer为实现为实现我我们们的愿景,的愿景,如何如何维维持我持我们变们变革革和提高的能力?和提高的能力?To achieve our vision,how T
17、o achieve our vision,how can we sustain our ability to can we sustain our ability to change and improvechange and improve学学学学习习和成和成和成和成长长Learning and GrowthLearning and Growth要要让让我我们们的利益相的利益相关者关者满满意,哪些关意,哪些关键键的的业务业务流程必流程必须须表表现现卓越卓越To satisfy our stakeholders,To satisfy our stakeholders,what are the
18、key business what are the key business process that we must excel inprocess that we must excel in内部流程内部流程内部流程内部流程Internal ProcessInternal Process战战略与愿景略与愿景略与愿景略与愿景Strategy&VisionStrategy&Vision1 14 42 23 3驱动驱动力力DRIVERSDRIVERS结结果果OUTCOMESOUTCOMES平衡计分卡的四个维度Perspectives of the Balanced Scorecar
19、dPerspectives of the Balanced Scorecard3/19/20243/19/20246 6财务维度Financial PerspectiveFinancial Perspective股东对公司财务业绩的期望是什么?What are our shareholders expectations for financial performance?What are our shareholders expectations for financial performance?及及时时和准确的数据是重点和准确的数据是重点Timely and accurate dataTi
20、mely and accurate data will be a prioritywill be a priority可能的可能的绩绩效效评评估指估指标标:Possible Performance MeasuresPossible Performance Measures资资本回本回报报率率Return of capital employedReturn of capital employed经济经济增加增加值值Economic value addedEconomic value added销销售增售增售增售增长长Sales growthSales growth现现金流金流金流金流Cash f
21、lowCash flow资资金周金周金周金周转转率率率率Capital turnoverCapital turnover财务报表Financial Statements业务报表Business Statements结果聚焦Outcome Focused行为聚焦Activity Focused历史报告Historical Reports实时报告Real-time Reporting落后指标Lagging Indicators领先指标Leading Indicators捕捉交易Capture Transactions衡量驱动交易的行为Measure the Activities that Driv
22、e Transactions7 7客户维度Customer PerspectiveCustomer Perspective我们的目标客户是谁?他们需要什么?Who are profitable customers and what do they need?Who are profitable customers and what do they need?可能的可能的绩绩效效评评估指估指标标Possible Performance MeasuresPossible Performance Measures市市场场份份额额Market shareMarket share客客户户收益率收益率Cu
23、stomer profitabilityCustomer profitability客客户满户满意度意度Customer satisfaction Customer satisfaction 客客客客户户保持率保持率保持率保持率Customer retentionCustomer retention客客客客户获户获得率得率得率得率Customer acquisitionCustomer acquisition客户收益率Customer profitability市场份额Market share客户保持率Customer acquisition客户满意度Customer satisfaction
24、客户获得率Customer retention8 8内部流程维度Internal Process PerspectiveInternal Process Perspective什么流程我们必须表现卓越以满足客户和股东?What processes must we excel at to satisfy our customers and shareholdersWhat processes must we excel at to satisfy our customers and shareholders创创新流程新流程新流程新流程Innovation processInnovation pr
25、ocess确确认认客客户户未来的需求未来的需求Identify the customer future needsIdentify the customer future needs运运运运营营流程流程流程流程Operation processOperation process质质量、成本和周量、成本和周转时间转时间Quality,costs,cycle timeQuality,costs,cycle time售后服售后服售后服售后服务务流程流程流程流程Post sales services processPost sales services process保修、修理和退保修、修理和退换货换
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