平衡记分卡（balanced scorecard）概要英文版.ppt

平衡记分卡（Balanced Scorecard）概要 企业资源管理研究中心 * * 天马行空官方博客：/tmxk_docin ;QQ:1318241189 学习与成长 - 雇员满意度 - 团队精神 - 信息利用程度 财务 - 成本最优 使命 愿景 战略 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 平衡记分卡的目标与衡量方法 天马行空官方博客：/tmxk_docin ;QQ:1318241189 MISSION To provide acquisition and assistance services to support accomplishment of the Departments programmatic goals and objectives. STRATEGY To change the present systems culture, management systems, and line processes consistent with the principles of Quality Management, in order to establish and maintain: a customer focus, a sense of urgency, continuous and breakthrough process improvement, and an emphasis on results. VISION To deliver on a timely basis the best value product or service to our customers while maintaining the publics trust and fulfilling public policy objectives. 天马行空官方博客：/tmxk_docin ;QQ:1318241189 CUSTOMER - Customer Satisfaction CUSTOMER PERSPECTIVE A-6 天马行空官方博客：/tmxk_docin ;QQ:1318241189 Customer Satisfaction CORE Customer Satisfaction Index Data Source: Customer Climate Survey Also, documented results from formal Baldrige, Presidential or Energy Quality Award Self-Assessments and Site Visit Evaluations Elements: Timeliness: Extent of customer satisfaction with timeliness of procurement processing; planning activities; and on-going communications Quality: Extent of customer satisfaction with the quality of procurement services Communications: Extent to which procurement communicates accurate information which impacts the work of my organization 85% customer satisfaction rating in 1998 (90% in 1999, 95% in 2000) CUSTOMER PERSPECTIVE OBJECTIVE MEASURE NATIONAL TARGET A-7 CUSTOMER PERSPECTI