/ 棬ĻʯѯŶ³йѧڡΪ֮һ
ԴĻʯe죨IDchnstonewx
ĻʯeԭתͨĻʯe칫ںź̨Ȩ
ҵͷչĺDzϴԽЧʵҵɳij˵ҵûмЧûͷչȨЧһ缶⣬ҵûмЧУ˼Ч鷳ϣ࣬ѡʵĽǶȣҷЧʮ
01
KPI2/8ԭץסҵչĹؼЧҪغҪ
̸ЧϤĹ߾KPIҵʵУҶKPIνȰֺޡΪǣҵЧһЧߺͷҼʵãΪҵһKPIָΪģʱҵฺЧӦָӰʱܻὫҵֻܻʱKPI ķ˼еƺҲеҵҼѧKPIѹʱȥKPIĹ۵㡣ôKPIʲô
KPIӢģKey Performance IndicatorļƣۻѧĶԭؼٷ֮ʮҪİٷ֮ʮҲץؼֵҪ,ץҪìܡKPIʵǶҵսԳɹؼҪصһɣȻսԳɹĹؼҪתΪΪһָϵԣKPIȷϿɵġġܹӳĿʵֶȵһҪĿָϵ
KPIĿԹؼָΪǣǿ֯ijЩؼЧԴúʹ֯ȫԱΪܹ۽ڳɹĹؼҪؼӪصϡ
KPI֣һǻսԳɹؼҪصKPIΪսKPIһǻҵʵӪҪҪìKPIȶɱߡӦʿijһҵٵҪ⣬Ҫ۽Щ⣬ȶԡͳɱӦʿͿܳΪҵһӪȵKPI, ΪʵӪKPI
KPIıʾץؼϵͳȫָƣصdzȷ
1KPIǻսԵġ۽ҪìܵġԲָֽϵ
KPIҲһսصĹߣͨսĿֽ⣬ϸսĿ꼰жսԼЧĿЧߡն˹ɣKPIҪӳսԼЧĹؼҪأʵӪҪìܣKPIָϵdzֱӣ۽սĿ꣬нҵսͼҪìܡЧָȷ塢ɲ
Ϊڣ1998꣩ȷһͨѶ豸Ӧ̡սĿ˾߲麣зʽۣάȵģгȡơ˿ͷĻ£սԳɹؼҪϴɹʶȷ˳ΪһҵKPIs
KPIsȷȫ˾Χڼϸ֡˿ͷһֽΪѵͻĿKPIsÿһάȽеϸ֣ȷżλKPI硰ϸΪƷȡ̬ȡƷװɱ˿ӦٶȡһʱڶɲKPI
2KPIֻץȡؼġҵֱصָ
ҵսҪһϵͳҵٵľӪǷģҪ㵽һǹ˴ʧˣ븴Ӷ塣ԿһҪץؼץҪìܡ;ʮĩڣڸŸӪԪļЧָʱ˶ʮ˸ָ꣬Ĵʼ˺һǸôӣ뻯ûȷԸҵӪŶӵKPIָ겻Ҫ˱ܺһҪһֽ˵
KPIǹؼЧҵչڣҪָ겻Ҫôӣע롢ؿȼָͿˡҵɺҪгݶͻɳٶȣӦӦKPIһģ֮ҪΪģЧʡʽתʲKPIˡ
ָһָӰҵڷչУԴģҪץȡؼġҵֱصָ꣬KPIԴǣ֯ԱΪսܹЧ۽ԹؼҪսĿʵ֡
3KPIǿĿָ
KPIһҵӪƻԤϵϣȡǶԳԴԭԴڹؼЧҪϣҵԴսԳɹؼҪѹǿʵЧͻơ
KPIҵԴ˲ѹǿڹؼھֵıڻвϣоƱͽ˺һӣɱһѪ·ʵصͻơ
KPIӹ̰ѿأڲЭͬҲӳ֯塱͡ΨҵۡνЧᣬָ;ʮKPIΪĵĶϵƻ᳤ڼֵŶЭͬĻˣҵӦPKIʱҪֲֶKPIƫִ벻㡣
4KPIԲֱָӰָΪ
ڵKPIȫԲָΪȣٹעDzָꡣ
ҵչУֱָԺָ֡СΪԲӽǹעС·ҵЧָʱ۶ΪСΪ˹ԱԿͻΪģ·ûԾȡûʹʱûʹʱΪָꡣЩûڲƷȾСKPIٱ磬СֻάҪ1Сʱɣٶȴ3콵2죬ͻ绰ͨʴﵽ80%ȵȡǶ˵СײûKPIûвָΪĵKPI
02
ƽƷֿthe Balanced Score Cardάעٽ֯ɳչ
KPIҪԲԺͽָΪЧԴʵֲԳԴѹǿƽؼЧʵ֡ҵгս裬ɶֵߵļֵܲҵɳĿʵ֡
ۺƽƷֿthe Balanced Score CardѧԺRobert S. Kaplanŵ٣David P. Norton1992ġŵٶ12ҵȵλҵΪһоƽƷֿ뷽ƽƷֿһܹø߲߿ȫ濼ҵľӪҵϵͳŴӲͻڲӪѧϰɳĸάҵҵ
չ죬ƽƷֿѵ˵ĴٽһּЧ˹ߣսоƶִмսЭͬЧߡ
һƽƷֿĸָϵҪͨDzָ꼰ֲָ꣬һָ꼰ָIJ, ͬʱĸָϵƷӳ˹ɶͻԱߵļЧֵһƽƷֿʵʲֲ뷨ָϵڸӵ壬ֽƽƷֿKPIںϣƽƷֿάܣÿάץؼЧĸάȵĹؼЧָ֮սЭͬϵɴ˽ƽƷֿΪսԵͼ
ڶƽƷֿսԵͼ,Чҵսоĸ߶ȣƽƷֿΪҵսԼЧЧߡƽƷֿͨȷҵԸսԡͨϵƻƶսĿֵսԷѧϰȷʽսĿתΪԱճжַͨDzֶ֮䣬ʹЧ˵ĵλ֯սԲ棬ʹ֮Ϊ֯սԵʵʩߣͬʱڶۺͶۡۺָۡǰָͺơ֯Ķ볤֯ĸ֮Ѱƽ⡱ĻӶɼЧսʵʩ̡ƽƷֿսĵλʹǿ˹˾ЧĹ塣
1ƽƷֿЧսԹ滮սʵʩ
ƽƷֿܼĴϵϹؼЧҪؿԻҵսԵͼҵսҪصй켣ϵʹƽƷֿһֿ˹սƶִеĹߡ
2ƽƷֿЧƽҵֵϵͳ
ƽƷֿЧƽ˶ںͳĿꡢͷDzĿꡢͺָꡢⲿڲҵӽǡ
ĿʼҵսĿָ꣬ΪⲿͻļֵҪʵսԵIJĿֵҪͻͬʱҪǿڲ̺ѧϰɳıƽƷֿһͺҵսԵĹߣͬʱҲһֳ֯ұĻơ
ƽƷֿڽҵϵͳΪϵͳͨȷսԹʶݹͨսԡսʵˡԤϵסϸжս֡ĽȷʽҵֵҪЭͬγɺ
3ƽƷֿһսԹͨʶ
άȺָ꣬ƽƷֿѸӵġģĸתΪùߴɹʶĿꡣͬʱùȷҵͬģΪ֮ϵ˽ҵȫòʵĶλְ
Χص㣬ӡƽƷֿʼŵһ屾飬ϵͳƽƷֿĵҪȫϵͳ˽ĴƽƷֿķչ̣ҿϵͳضһ屾顣
ƽƷֿսΪжĸܣͻڲҵ̡ѧϰɳǺսԳɹձ־Dzɹء
ս֯ɹʵƽƷֿؼԳɹأɸ߲쵼սתΪִвԡսΪ֯ԴսʵΪÿ˵ճսԳΪԵѭ̡
սԵͼʲΪγɹǿʹͳһģսԣĸ12սҪأֱΪӪҵͻIJƷ/ͻϵƷҵڲӪӪͻ¹ΣѧϰɳʱʱϢʱ֯ʱ
֯ЭͬƽƷֿҵ˴ҵ֯Эͬ8ؼ㣺սԸ¡붭»ЭͬսְսЭͬսSBUսЭͬSBUսͻЭͬSBUս빩ӦЭͬSBUսֲ֧սЭͬSBUְս뼯ְսЭͬ
ƽƷֿսʵҵ֯ʵʩƽƷֿ裺ƶսԡ滮սԡֽսԡ滮ӪعսӪƻִսԡ
صͷչƽƷֿȽʺֹģϴġԳҵҵȹһδҵδҵʱڣҪɳչҪڸڵƽ⣬ЧͷDzЧƽ⣬ҵƽʱƽƷֿΪҵҼ߲ṩһϵͳսԼЧ˼άܡҵķչʵǣƽǾԵģƽԵģԾͼЧ˺ԣһƽƷֿ˼άܣĻKPI
03
OKRͷŻԱDZ
OKR1999Ӣض˾ʼʹãȫڶ˾߿ƼҵGoogleġӢͷٶȶOKRKPIGEΪKPIĵͳɹҲ2015꿪ʼKPIΪĵļЧϵȥһֱǿѪЧĻĻΪҲʼOKRŻKPI
OKRǡObjectives and Key ResultsļƣOobjectiveĿ꣬KRkey resultؼɹOKRĹؼĿꡢȷĿؼɹĿ꼰ɹIJ㼶ֽ⡢֯ԱؼĿꡢȷĿ깤չƻOKRͨOKRۡ趨µOKRԣOKRһȫµļЧ뷽ϵһĿĹߺͷļֵϢDZܡ̶̬ȫԱĿ롣
עOKRʱҪע¼㡣
1趨۽Ŀ꣨Objectives
Ŀ꼤ЧķʼֶΣOKRǿĿҪǿ̱ȽҪǿԱҪ벢ҰġսԵĿꡣOKRϣͨ㹻ĵĿ꣬ԱеDZܣԹԱɶܴﵽ60%-70%ĿꡣĿ100%ˣζĿ겻ȽӦҵвȷԣƷ뼼ǿҵͬʱ۽нܹ
OKRԱȸߣԱƶĿ굽Ŀʵʩọ̈̄ͬʱԱҪԲͻعˣƶĿǷ빫˾սĿǺϣÿ˵ĿǷ˱˵ĿꣿĿǷڷֽ⣿ȵȡ
OKRΪʲôڻ˾ʢУʵԱʽϸߡ֯ڲϢԳơ֯ĻšԱС߲ƶصֱӹϵ
2趨ɺĹؼKey Result
ؼںָĿĴĿҪشʲôĻؼҪشǡ֪ԼǷĿҪ
KRҲҪSMARTԭͬʱÿ˵ĿҪȡҵĿ롣KRӦһսԵĿ꣬Ŀ˸оʵ֣пͻƹе˼άʽ
ͬKPIһKRҲ˹࣬3-7ΪˣKRᵼڶ۽
3ͨĿ趨ͽȸ
OKRºˣǻδĿʵֹУʱȥŶӺ˵ǰĿʲôɵ̶ֳȣӦЩԱΪĿΪָ
OKRĹؼɹǹͬġԣǿԱҼۣǿĿʵ̵ֹŶӺƽЭͬ
OKRΪĿִеļලƣҪÿҲ㼶OKROKRĹͨǿһԣҪ룬쵼ԱͨOKRʵǽĹ̡
4ʧܡð
OKRصDz뼨ЧˡҹһĿϵͳ뼨ЧнϵͳҹĿӺܶijɷ֣ԱӵΪ
OKRֻعˣܼͨƻܱȷʽؼִʵĿΪġOKRǿ˽̣Чнꡢ𡢽ҹ
ȥOKRڸ߿ƼҵȽʢУԽԽ˽OKRΪOKR¼ó
ʱܼͲҵOKRǿ˵DZܣǿǼֵ壬ʱܼͲҵ绥ѯԺȲҵʹOKR
͡ҵλܶ˵IJҵҵ죬ҵģʽ̽ڣҵսԷȷ֯ṹȶڲɫصҵǿҵڲĿҪƽЭͬҪطԱԺʹԵҵλOKRһֵµļЧ߷
ҵOKRսޣҵҲԳOKRΪKPIĸߡ̬ҵ֯ģʽ£KPIпˣְͬλҹҪͻƵҵOKRDZܣͻƣ⣬
OKRʵУҪӦļƣͨʵĿһ£ͬͬ
ȻеҵʺOKRʽԡȷԡǿҵʺOKRͳġȶġٳɳҵҪƽƷֿKPIнϡҪнꡱֶϼЧʵֺĽЧ˴ɣԡ̼ԱԽһЧδɣԡ𡱸̼Ա֪ܺ£ҲԽһ
04
EVAEconomic Value AddedЧʱֵ
EVAEconomic Value Addedֵ,˼˼عѯ˾Stern Stewart Consulting Co.Ltd80ġͶʻرʱɱDzʣ棬ҵӪ档ʽͼ
ϹʽѿEVAҪҪ쳬ʱƽɱϵһֵּ㼨Ч֮ʱ봴쳬ʱƽɱϵļֵҵľӪЧͨEVAķʽЧֵ֡ߡֵάϵߡֵߡ
1EVAܹʱֵΪ˲ȡʣֵṩ
EVAȷʱɱʱֵҵ5.5%ʱƽɱƣҵӪŶռ1000ڵʲDZʱ5.5%55ڣֻд쳬55ϵļֵʱļֵֵʱͿԲֺ㷽ʽΪʱҵṩݡ
2EVAʲʱЧʣ⿿Ͷطչ
ҵҵ˽пʱƽEVAķʽΪҲһڡֽͨøijеʲΡ
ΪֽKPIָϵͼĵĽʽͽֽʲΡľͿʼעؿעʲЧʡעϢⲿɱһζðȡԴˡ
3EVAΪģսӽ
EVAҵĴЧоͿõĶΪǹҵܸҵԶͶʾߣ²ƷоͿ֧ԴѵͽáӪõȡ
ˣEVAڵֱӿۼĻƴҪʱԺ̯˹ԱΪõڽϸߵEVA֧ĶڷֹӪ߶ΪķΪҵҵͷչж
4EVAί˺ʹĿһ£ƽҵչ
EVAͨ佱ƻʹҵΪɶͬʱҲɶһõ
EVAĽƻҪֻEVAֵṩٽֵޣռƻĿ轱⣻̸ͨУǰչʽȷҵָꡣ
ɼEVAǽأⶥͻĿཱ꣬أǿЧĽƻʹù߸Ĺ˾ҵĸĽͬʱصȡ֧ԷᲹǷʹӪ߳ڳҵ
ϼصEVAرʺʲʱܼ͵ҵ,ƵҵEVAΪӪߣкӪҵṩݣֻĿǰίֻEVAΪһֶֿΣûгΪֶκݡǻΪ̹ӪҵȻûEVAʽȴEVAںЧһĹǸɡ
EVAֵЧĺʱֵĺʱΪĵļֵʱEVAһЧļЧģʽ
05
˻BenchmarkingԱҲģ¾Ǵ
˻BenchmarkingǶԱҵҵǵļЧΪҵЧָƵIJձͨȽϱҵļЧҵҵ֮IJ࣬ȻоЩҵΪʲôܴЧЩʵȻȥѧϰȥģճԽˡѧϰģµĻȥĽȥԽȥ¡ַرʺҵ洦ڶҵһҵȥԱ롣
Ա˼Ѿã˹ΪҵԽϵͳоʵģʼʩֹ˾ʵʩĶԱ2070ձҵǿʩֹ˾Լгݶ82%½35%ʹ˼ʹڳɱơڡ˾ЧܵȷܡNECձҵȫԱ꣬ѰҲ࣬ĽӮгΪձҵĵһ˾ĦIBMGEȹ˾Ч¡
1˹ǿⲿѧϰģ´¡Խ
˻ҪҵԼIJƷ;ӪʽҵⲿҵѱֺʵбȽϣҳ࣬ƶʩʵֳĽ
ǿ֯ⲿѧϰͬʱԱǰ£ҲԽIJƷ;ӪķֽͶԱꡣ
Ȼ˹ǿĽһѭԽḶ́Ҳһģ¡ѧϰʹµĹ̡
Ļʯίйҵ缶ҵʵԱꡱУѡȡ缶ҵ13Ҫأ˾˲ſĻҵṹзƷơҵģʽŹܿءչϢ顢ʻΡЧ
ͨ13ҪصĶԱ꣬˼һҵ֮Ҫƿ࣬ƶӦĹؼɹҪء
2˹Ч֯ԱDZ
ӽǴڲⲿ˺Աչ뷨˼·ͬľӪʱܹϴͻƣʵֳɳ
˹ʹԱӽǴڲⲿڿܴﵽѼЧˮƽƶĿ꣬ǣҵǰ÷չ
˹ҪԱƽԱĹͨͽͬʹöԱĿġĿǰȫԱ֧֣ԱУȫԱĽ飬ⶨЧĿ꣬Ľ
˹ҪʵճжĽϣƶжƻšʵʩķͼԼԵijɼȡ
ͨ˹ѭ̣ϵܽᷴĽԱӹעʲôעΪʲô͡ôΨָۡӹעͻᣬгͿͻı仯˼θЧظĽʩЧ
3Ա꼨Ч⿴ߵԿ
˹ҵЧӦʱֲͬ˼·һͬҵҵͬԱ꣬жԱꡣҵʵȣҳࡢƶʩʵʩĽֵܵλȣҲܽڲʵѧϰΧȣԲھDZܣͻңΪõԼ
ҵʵУ˼ЧҪȷݺͶԱָꡢѡˡѼϢ趨ĿֵʵʩĽ۶Աָ迪չ
ⲿԱʱҪѡҵڻȡĶԱҵڽҵԱʱѡȡָǻҵսԺҵصģͬʱָȷĶԱҵָҲȡֵָꡢгݶɳָꡢӪЧָ꣩ŶԱϵIJƣԴIJӣҵҲԲϼӴԱ꿼˵ָ귶Χ
ڲԱʱҵͬʵ֯ͬһָά½жԱʱҪжϾֵҲҪֵҪ֮ҲҪԤȺʷȵĽûҵͬʵ֯ԲȡͬȵĽԻͬȹģµĹ֯ȡ
֮жԱҪԱ꣬ûжԱҪԱ꣬Ա⡣
˻ڷȷЧʱҲҪҵӪIJ졣
ҵӪģIJԼģóɱЧʲ죻
ҵչεĹʵҵ죻
ҵĻģʽIJ죬缯ȨԴ̶Լڿس̶ȵص㣻
Ʒض̵IJ죻
ӪгIJȡ
06
360ۣ360 Degree FeedbackܱЧٽսЭͬ
360360 Degree FeedbackһΪļЧڶսʱھͿʼӦʿսѡΡ2050ӦڹߵѡչС80Edwardsѧʽ360ĸʽҵʵ
ΪʵϢĿۡȫ桢ɿ360ԴΣܱ߷ϼͬ¡¼ⲿͻ֯ʽµŶۣҷͨԱȫλάȵԱԱ˽ЩЧάȴڲ㣬ԿԱDZܣԱΪ߹Ч
360мó
1ʺ˲Źǽڽ
Ļʯ˲ŷչSOPģͣ˲Ŷ塢˲Ų˲ѡΡ˲˲õڡ360۷˲Ųѡλڣɸѡֵۡҵѵ˲š˲άȣһͨվӡһͨñ˽Լ̵ȫò벻㣬֪ӶԸĽ˲õĿ˲棬ܱЧҲڿ췶Χ֮ڣ˲ŵȫʶͺ̬ȣ1+1+13ڲЭͬԡ
2ʺȶڶdz
360֯һȶҪսȶ֯ṹȶԱȶڳڵҵڵҵԱ䱸ơ¼ϵȷҵģС棬ʺʹ360
߳ɳڵҵⲿ仯Ͽ죬Ա仯ڵҵڲҵṹԱȶ˶ʺϲȡ360
3360оΪ
Ρ̹ϡŵ֯Χ360ɹõĻйҵȺϡӹȶĻ£ڱӡҡڱԱձ̬ҪȡʵЧҪڲǿо360ȱڲЧߡ
4360ҪЧֶ
360̺ΪڶֶΡԼЧ˲ϵǻϵˣҵʵʩ360ȼЧ˵ǰһڽ˵ļЧߣKPIBSCȣڴ˻ϿǵԱЧĶԡάԣ360Բơ
360ҵʵУҪݲͬάȵӦȨءҪӦҵڲЭͬЧۼܱЧۡ
360ڹڲЭͬƣܱͨЧ۵ֶΣòͬźԱ֮䣬ܹǿͨΡ
360ҲʵڸɲѡΣͨΪʤģܹʺϵĹߡ
֮360ЭͬںⲿͻֵĴ죬ڹ֯ҵֵ̬ҵ360ȿ˹ڲЭͬƣǿǿսЭͬǿڲⲿͻϵŻԴܱܱЧǿеĻͻơ
Ȼ360ΪۣҲмԣøɲԱҵˣϺˣ׳ӹ˲ţпܸɵˡۼ360ȶпܡ߹ʽҲΪҵ360۷ϰ
ҿⶼΪʱ⣬360ȱ⡣һҪϡڲʱҪע¼㡣
άҪȷԡģǹͨڲЭͬ۵άҪȷάҲӦΪêʽ
۷ʽҪ⣬쵼ԶԺĽۣҲԶ쵼Ĺ쵼ۣ
ȨҪ졣ͬάȵȨӦ죬ͬȨҲӦ죻
ڷչǿڼЧ̬ȼΪۣҪڱֺͳڷչۺϵ÷ռȣ˳15%
07
ȫϿƣע80%Ϊֵ
9095Ա̨֯ǸȨȤƷʣǺܶǶŮҪעذ
һϣҵЧģʽҲȷʵսȥܿʽļЧʽҪʶͼЧʽת䡣ϿкҪһֶΡ
Ͽɣrecognitionָȫ桢ʱԱ֯ļֵŬʱԱŬ빱رעϿɻӶԱDZܣЧ
ϢϵͳϿɼΪϣԱĻּ¼Ϊʵִݹ춨˻
ȫϿۣԱ֯бֳ80%Ϊ۲ϿɣԱֳЧΪ֯ҳϡҳɳ뷢չͻҳϵάȵ֯Ϊһ֣ۼƵһȣϿ̳нѡ
1ȫϿǻΪ
ȫϿָۣdzԱļЧϣԱŬάȸرעͨԱΪ̬ȡŬЧӦϿɡۺͷԱܵԼֵ֯ϡϿɡʶȫϿ۵ĹĿǼԱ飬ӶԱDZӵ
2ȫϿģ
ذϿۡҪԱҵճػϿۡʵʩУһȽԱְڡաաڼյشʱڵϢ¼鵵ڽڵ㵽ʱΪԱṩӦĹذϿۡ
ЧϿۡҪڶԱճЧϿɣȿԶԹ̽ϿɣҲԶԽϿɡ
ΪϿָۡԱֱܹӼЧзϹ˾ֵۣͬʱҵһչΪʱϿɡ
ɳϿۡҪΪ˼Աѧϰͳɳ飬ԱѵѧϰΪԵϿۡ
ĽϿۡרҵ˲ŵļĽϿɻԱճĽϿɡϿĿϿɡϿɡ˼Ͽɵȡ
ҳϿۡԱѧ˾䡢ְƵȷϿۣԱڹ˾ҳϷʵʱϿɡ
3ϿҪͬƹҹ
ϿۼͱʽڹϵϿΪֵͨɡźõֱӵıΪһݣһ¼Աijɳ̣һԹ߽зӦá
ַΪ̶ֺͱ䶯̶֣־ԣʱֵΪȶ䶯־ж̬ԣʱĻֵȽ
4ͻϿ
ڡͻϿۡУһǡ͡ʣͻԱṩķʱԡֽ𡱡ޡʽԱϿۡ
һֿͻϿ۷ʽԲȡС컨ķʽÿλԱڹ˾ⲿͻУһġ컨ͨΪʽá컨Ͽɽ
ԱȫϿϵ֮⣬ͻϿϵͨͻϿۼϵͳĽԱÿͻÿͻΪԱÿͻͻ
ͨԿͻΪϿɣͻԱҵȫλӪԣԱ˿ͼֵϿɵĿͻϵͳڻûַԵֽҲԼѡ
ȫϿ۽ϿɡΪۡƺϷȷʽͨγһ廯ԱϿ뼤߱ص㣺
Ϊ⸺ۡ
ϿӦԾΪʼ
ָΪָΪЧָΪ
ԼʱΪΪ
ȫϿۣǼЧϿۡ
ص㣬ѿȫϿۺͻƹʺڵ90ԱϣضΪۡϿɣԺһҪٽ𡢹ʣֻҪּɣԾΪԸOKRϣԹΪɹʱϿɣȻ֣γɻֳغͽأʱۡʱڵۣͬʱʱ
08
̼ЧؼڵѿأֵתЧ
ҵֵӪĽǶҵڲе̲ǼһתĻdzΪҵֵ졢ֵһϵмֵļϡ
Ҳ˵ҵͨơʲɹƷгӪһϵмֵתΪӶмֵIJƷͷṩͻҵֵݺָҵЧĻҲԱΪĹ켣̼ҵҪݣʱ䡢ɱһҲҵҪԴʱ
̵ļЧˣҲǼЧĽ˵Ľǻҵ̣ÿ̽ڵ㽨̱ʽıʵҲһ̵ֻĹϵҪعɣ̵Դеɻá˿̴͡ļ̵ֳֵҪص㣺һͻ֯ⲿ֯ڲĹ˿ͣǿԽְܲš֧ļб߽硣
̼Ч̵ͨĽִкƳ̶ȽмЧҵ̵Ĺؼڵ㣬̱ʽļЧָͼЧӶʵ֯ȡЧĿġҪص㣺
1̶ְΪλп
̵ļЧע̵ЧʣƲűݣҵĵijɱң쵼ĹɶְܲŽйת̽йʹ̳ΪһֿʵĹ۲졢ƺ͵Ĺ̡ӪŻļЧص
ְ֯ΪΪԹؼΪ
̵KPIӦӪ̣ǿ̽רע̵̣ǶӦҵͬ
̵̹쳣ǻڲŽ
ְܲŵ쵼ߣ̸˵ְλҪ
֯ڲעעĽϰתͻ
̵ļЧˣ䲿ſΪ̿ˣͻƲŽޣҵӸԵְתԵ̡
2̼ЧԹ˿ΪĿ
֯ڲ̰ͨն˹˿͵Ϣشݸϵÿһںλʹÿһڵ㶼Լֱӹ˿͡ڲ˿ͺⲿ˿͡
̹̼ЧԷһͻΪĻĿ꣬̿ͻȳΪ̸ϵһҪָꡣȲ̽ʱ˵ĿͻҲһڶһڵȡ
3̼ЧֱĿЧʣʵŻ
̼Ч˵ֱĿЧʣӶʵĿꡣͬʱ̼Ч˵ĽΪ⣬̸ĽŻҪݡ
̼ͨЧʹҵŻʹҵЧʴߡЧҵ̳ΪҵľΪҵڷչսʵṩ֧֡
4̼Ч̻ͱƽ֯
̼Чص봫ͳְƵļЧʽʺԱȽǿ˾ܹ֯ȽϱƽҵҪͣ
зһҵ̽ޱȽԣƶЧͼܹͼؼ̽ڵ㣬̼Чָꡣ
֯ṹƽҵΪƽнṹ϶࣬ڵܹ̿ԱϣŶӾ
̼Ч˶չ֯ڲÿˣǶ֯ν϶ҵǿÿְλְ𣬷ԱĻԺԣ̿˾Ͳһ÷ˡ
09
ĿЧȹעҲע
Ŀ2050ĩڷչһּƻ1957꣬Ű˾ַ豸άޣʹάͣʱԭ125СʱΪ78Сʱ1958꣬Ŀһʹǵꣻ60Ŀںա졢ҽѧ̡졢桢ɵõ˹㷺ӦãҷΧڲϵչ
ĿΪIJҵǰĿʽҰΪĿṩȫֵ֧Ĺ֧ϵͳͨҵǰ˺ͺ˵ܹ漰˾ڲˡ̡֪ʶսԵȶάȡ
شĿʼǰĿɹҾһDZزٵġĿɹԲȡַ
ҵĿ꣨Ŀģȷ֪ʶϵ
һָܵҪ
չؼɹأCritical Success FactorsؼЧָ꣨Key Performance Indicators
ΪȷĿɹĿɹα壬ĿʼʱҪijɹDZ֮һͬĿҪвͬijɹЩĿлĿۡ
ĿʱҪмַʽֱΪڹؼڵ̱۷ʽڲ۷ʽڿͻ۷ʽҵʵֵ۷ʽȲͬ͡
1ڹؼڵ̱Ŀ۷ʽ
ƻĿؼڵЧ֣ĿƻҪ־Եijɹ꾡ijɹ/ɹ/ˡĿʼսԡĿ
̱¼ܹЧֽĿ̣̱ڱ־Ҫ¼ʾǶĿȽ˿һĿȻĽչ磺һ³ϵͳߡƷ̨ȣ̱ĿͬĿʱ̱ɽ
̱ýϿ۵ķʵĿڼƻչ̱ĿϸֳɽСġڹİ飬̱ĿŶ֯ͼƻְ̣̱ȷӶЧʵĿĿꡣ
2ڲӽǵĿ۷ʽ
ĿIJοҪ¼֣
ͶʻرROIĿͶӪõľĿͶ֮ȡ
ͶʻڣĿͶÿľ潫ʼͶʽȫջصʱ䡣а̬Ͷʻڡ̬Ͷʻڡֵڲ淨ȡ
3ڿͻĿ۷ʽ
ڲƷ֪ʶϵΪҪĿУԲȡĿꡢ̱ȷʽпۡԷĿǽȡͻΪĿ۷ʽͨͻֵʵ֣ȡĿļֵ
ȻԿͻⲿͻͬʱҪڲͻҪߵĽǶ˼˭ǿͻͻʲôĿӦÿͻ㡣
4ҵʵֵĿ۷ʽ
֯۵IJ죬ԽԽĴ¹˾ʼбƽƽ̨+ӪķʽҲڳĿġСơģʽùӱƽٻӴҵᱣֿţһֱǮľDzƷСơڲƷСƵĵƷȫӪϵIOSSPӪģʽϣͨСҵԪʵ֡Ȩͳһ
ġСơͨĿСʽʵȫԱ뾭ӪͬʱϸÿԱͷϣڸ߶ľӪϢ£ҲС֮以ۺϡɰǧС飬ؿIJƷߣͬʱҲΪҵڶ˲ţʵƽ̨+Ʒķʽ
ȻĿп֮⣬ӦĿڲԱпˡ
10
սԼЧսƶսִ
ͳЧԻΪԲָΪġΪڶҵǰ״̬ۡսԼЧϵҪЧϵҪսԣҵڼֵҵҪվսԹĸ߶ȣҵͳȶչĿǣҵչĿꡢﵽĿ;ı
սԼЧҵսΪģսĿĹֽͨ⡢ЧָѡȷЧŵΪҪݣƶսԵִΪĿļЧƶȹϵսԼЧ¼Ҫ㣺
һսԼЧĿΪģǣҵӪʵҵսԡӪƻԤ㡢Դ뼨Члϡ
ڶͨĿƻ֧ͨ֡ļЧѭϵPDCAγɳļЧĽϵͳ֯ԱϴԽЧ
ͨҵսĿĹͨͷֽ⣬γҵԪŵĹƻγɲԤ㣬ٿսԻ飬սʵʩնԲżЧԿ˺ͼ
ģͨսԼЧĿIJֽ⣬ȷЧָ꣬ʹսԼЧĿʵÿһλԱϣʵּЧȫԱ룬ʵִ֯Ч˼Ч
壬սԼЧϵǾⷢչļЧϵƽ⿼DzЧDzЧĹϵڼЧ볤ڼЧĹϵ̼ЧЧĹϵ֯ļЧɳ˵ӶҵĿɳչ
ij˵ǰKPIƽƷֿҲսԼЧľ乤ߡ⻪ΪBEMսԼЧִģͼ6SսԼЧģͣҲЧĹߺͷ
1ΪBEMսԼЧ
BEM(Business strategy Execution Model)ҵսִģͣǻΪͨIBMսԼЧִϵͳϻΪʵʶչһսԼЧִϵBEMںɫǡսԽ롱ͨ֯սԽ룬ɺսԵKPIԼִеص㹤ĽĿϵͳЧӪȷսĿɡ
սԽΪĿģBEMʵʩΣһսԵCSF&KPIڶսԽ벢ִбջУָ裬ͼʾ
2սԹܿصļЧ6S
6Sǻԭ³һսԹϵŵĶԪҵʲΪҵԪרҵսԹܿΪģͨսԹսʵսԼغսִγɵĹջʵָҵԪսء
Ӹ˵ǿ6SϵΪһսԼЧϵͬΪսԼЧϵBEMɫڡսԽ롱ν֯սԽв룬ʹ֯սʵ˲ĸҵŵʵ϶µսһԣսصĿģ6SɫڡսԹܿءͨ;֯սԽйܿأ֤֯ĸƫսԵ;ͨսԽ֯϶µսԹʶսԵļۡˣBEM6SϵͳԸǿΪҵսԼЧϵṩһΪ˼·
6Sϵ£֯ѭսԹ滮ҵƻ桪սơսۡۡĹƶսԹ滮в룬ͨҵƻΪָ֯ȫλϸ֣ʹùսּලʽʵֹ̼ලͿƣնսʵ;˵Ĺۡ
ЧսĿʵЧߣǻΪBEMЧϵǻ6SЧϵ㶼ǴսĿȷͨŲĿȷֽҵ/ӹ˾ļЧĿ꣬ҵ/ӹ˾ļЧĿֽŲļЧĿ꣬ϸ˲ļЧĿꡣΪͨBLM+BEM+PBCĿϵг졢սĿꡢؼЧջ˼Чŵһл壬ͨеļЧĿ깵ͨȷִС̡ĽȽΣʵĿһ£ͬ
ʮַĻ֣ǻϽѧǻʵӦõص㼰㡣ҵʵӦУַǿۺӦõģң㣬ƽƷֿйؼҵָ꣬EVA˷ҲɽƽƷֿάȿܣսԼЧҲKPIƽƷֿȼЧߡҵݷչΡҵҵģʽIJͬиԻѡۺӦáHRܹ༭С壩
ŹںţĻʯe졣߸˹۵㣬ѶͶ߾ݴ˲Ե
α༭Խ
