願景領導與策略績效管理.ppt

* * * * * * * * * * Cause-and-Effect Relationships A strategy is a set of hypotheses about cause and effect. Cause-and-effect relationships can be expressed by a sequence of if-then statements. “If we increase employee training about products, then they will become more knowledgeable about the full range of products they can sell; if employees are more knowledgeable about products, then their sales effectiveness will improve. If their sales effectiveness improves, then the average margins of the products they sell will increase.” Source:”THE BALANCED SCORECARD” Robert S. Kaplan, David P. Norton Are body temperature and blood pressure important? These measures should be monitored diagnostically, with deviations from expectations noted rapidly; in effect, management by exception. The Balanced Scorecard is not a replacement for an organization’s day-to-day measurement system. The scorecard measures are chosen to direct the attention of managers and employees to those factors expected to lead to competitive breakthroughs for an organization. Source:”THE BALANCED SCORECARD” Robert S. Kaplan, David P. Norton NHB醫院策略績效平衡卡 Financial Perspective Customer Perspective Internal Perspective Learning Perspective 醫院策略項目 指導原則 醫院平衡卡 衡量項目 部門平衡卡 衡量項目 NHB醫院策略績效平衡卡 Financial Perspective Customer Perspective Internal Perspective Learning Perspective 醫院策略項目 指導原則 醫院平衡卡 衡量項目 部門平衡卡 衡量項目 利潤成長率 收入成長率 顧客滿意度 複診成長率 門診人次數 服務等候時間 預約率 錯誤次數 員工滿意度 提案改善件數 平均教育訓練時數 1.積極創造財務績效 以具溫馨、信任特色之 服務吸引新顧客,並強化 對老顧客之感情維繫 零疏失、迅速回應的流 程作業安排 1.自主解決問題能力的提升 1.提高顧客忠誠度 2.服務方式、內容差異化 每一科別皆應追求積極的 成長 1.提供高品質的服務，並維 持成本優勢 1.策略性技巧的學習 2.個人成長 部門平衡卡 醫院目標值(Target) 部門目標值( Target) 醫院平衡卡 衡量項目 財務構面 顧客構面 醫院願景策略 部門平衡卡 衡量項目 內部 作業流程構面 學習 與成長構面 部門平衡卡 醫院目標值(Target) 部門目標值( Target) 醫院平衡卡 衡量項目 財務構面 顧客構面 醫院願景：建立成功醫院經營Know-How及模式，成為