希尔顿集团生产力评测提升培训.ppt

Measuring and ImprovingProductivity Measuring and improving productivity productivity defined Course structure Session one: productivity defined Session two: a five-step process for developing productivity measures Session three: improving productivity Course objectives appreciate the importance of measuring productivity understand the key issues that impact on productivity in the service industry identify your key outputs learn to analyse, measure and improve workflows in your department identify the key inputs you need to produce results develop simple productivity measures Productivity defined Output Input QUALITY RESULTS ALL COSTS INCLUDING THE COST OF MISTAKES Why measure productivity? become more competitive improve customer satisfaction and company profitability identify problem areas early compare performance between individuals, teams, departments and companies unite managers and employees in a common effort demonstrate productivity gains to stakeholders link rewards and incentives to real gains in productivity identify what we need to improve What influences productivity? Differences between goods and services intangible - can’t be seen and tested inseparable - linked to customer heterogeneous - customised for each customer perishable - can’t be stored Measuring and improving productivity developing productivity measures Developing productivity measures define mission statement: major goals and customers identify customer expectations and quality needs identify and measure key outputs identify and measure inputs construct a productivity index Hilton’s mission grow the company for the benefit of our shareholders maximise shareholder value to do this successfully, we must anticipate, meet and exceed our clients expectations Mission statement brief statement - one or two lines will do expressed in terms of results states why your department exists states who your department’s key customers are Define customer expectations what does qualit