平衡计分卡amt.pptxVIP

平衡记分卡的目标与衡量方法 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 财务- 成本最优使命愿景战略 学习与成长 - 雇员满意度 - 团队精神 - 信息利用程度 牛牛文库文档分享 MISSIONTo provide acquisition and assistance services tosupport accomplishment of the Departmentsprogrammatic goals and objectives. VISIONTo deliver on a timely basis the best value productor service to our customers while maintainingthe publics trust and fulfilling public policy objectives. STRATEGYTo change the present systems culture, managementsystems, and line processes consistent with theprinciples of Quality Management, in order to establish and maintain: a customer focus, a sense ofurgency, continuous and breakthrough processimprovement, and an emphasis on 牛牛文库文档分享CUSTOMER PERSPECTIVE CUSTOMER- Customer S 牛牛文库文档分享A-6CUSTOMER PERSPECTIVE OBJECTIVE MEASURE NATIONAL TARGET Customer Satisfaction CORE Customer Satisfaction IndexData Source: Customer Climate SurveyAlso, documented results from formal Baldrige, Presidential or Energy QualityAward Self-Assessments and Site VisitEvaluationsElements:Timeliness:Extent of customersatisfaction with timeliness ofprocurement processing; planningactivities; and on-going communicationsQuality:Extent of customer satisfactionwith the quality of procurement servicesCommunications: Extent to whichprocurement communicates accurate information which impacts the workof my organization 85% customer satisfaction rating in 1998(90% in 1999, 95% in 2000) 牛牛文库文档分享A-7CUSTOMER PERSPECTIVE OBJECTIVE MEASURE NATIONAL TARGET Customer Satisfaction (Cont .) OPTIONAL Data Source:Real-time Transactional Survey(if appropriate)Elements Menu:ScheduleCostBest ValuePerformance against standard/commitmentOverall Satisfaction A-8 (Appropriate targets will be negotiated between the Cognizant DOE ContractingOfficer and the contractor purchasingorganization) 牛牛文库文档分享INTERNAL BUSINESS PROCESS PERSPE