人大平衡記分卡.ppt

企业文档 企业文档 Financial Perspectives Key Financial Outcome 关键财务目标 财务维度 Revenue Growth 销售收入的增长 Return 回报 Capital Investment 资本投资 Existing Markets 现有市场 Existing Products 现有产品 Existing Delivery Mechanisms 现有生产流程 New Markets 新市场 New Products 新产品 New Delivery Mechanisms 新生产流程 Cost Control 成本控制 Market Penetration 市场渗透 JV - Acquisition 企业购并 企业文档 Product/Service Attributes Image Relationship Functionality Quality Price Time Customer Perspectives 客户维度 Value 价值 Product/Service Attributes 产品/服务特性 Image 形象 Relationship 关系 Functionality 功能化 Quality 质量 Price 价格 Time 时间 企业文档 Operation Cycle 产品推广与销售 Sell the Product Innovation Cycle 创新周期 Services 运营周期 Customer Service 客户服务 Market and 产品与服务 开发并发布 Customer Need Identification 客户需求确定 Identify the market/ Create Service Offerings 确定市场并 定位产品 Launch Products/ Deliver the Products and Services 提供产品和 服务 Service the Customer 客户服务 Customer Need Satisfaction 客户需求满足 Internal Process Perspectives 内部流程维度 ? ? ? ? Value chain should reflect the core business processes: product development, customer acquisition/retention, fulfilment, customer service, etc. 价值链应当反映关键业务流程：产品设计，客户获 得和保留，实施，客户服务，等。 Objectives should relate to the core processes or the integration of processes. 目标应当与关键业务流程和流程的有机整合相关。 Identify the market/ Create Service Offerings 确定市场并 定位产品 Develop Launch Products/ Services 开发并发布 产品与服务 Innovation Cycle 创新周期 Operation Cycle 运营周期 Market and Sell the Product 产品推广与销售 Deliver the Products and Services 提供产品和 服务 Customer Service 客户服务 Service the Customer 客户服务 Customer Need Identification 客户需求确定 Customer Need Satisfaction 客户需求满足 企业文档 Learning and Growth Perspectives 学习和发展维度 Skills and Competencies 技能和能力 Technology 技术 Consumer Understanding 理解客户 Enhance of current skills 提高当前技能水平 Cross func