老外的一份绩效管理讲义课件.ppt

1、Kasetsart University2OverviewManagementFunctions:planning,coordinating,and controllingProcesses:measurement,analysis/evaluation,and improvementEmphasis on the organizational and functional levelKasetsart University3OverviewMeasurement:understanding of the term KPI or performance measures,identificat

2、ion of the KPI,application of MFPMM,audit to improve KPI by linking with policies,objectives,database,etc.,ratio networking,and target settingAnalysis:trend/variation understanding with MCPMT,benchmarking process,and scorecard and root-cause analysisImprovement:outsourcing,development of manufacturi

3、ng strategies,integration of knowledge learned on logistics and supplier partnershipKasetsart University4OverviewWhat reflects or represents the term?Kaplan and Norton(1992):Financial,customer,internal business,and innovation/learningSink and Tuttle(1989):Profitability,productivity,quality,quality o

4、f work life,innovation,effectiveness,and efficiencyHarper(1984):Productivity,unit cost,price,factor proportion,cost proportion,product mix,and input allocationKasetsart University5IntroductionMulti-national,national,and industrial levelsOrganizational,functional,program,and project levelsTeam and in

5、dividual levelsIndividual levelManagementWorkforcesKnowledge and white-collarBlue-collarKasetsart University6IntroductionMeasuring productivity/performance requires a system view of an organization or a unit of analysis.Measuring productivity/performance is common.Understanding of impacts from low p

6、roductivity is critical for management(competitiveness).Understanding of unit dimensions and definitions are essential for measurement.Kasetsart University7IntroductionOngoing Issues for“Productivity”ManagementTotal-,multi-,and single-factor productivity consideration(1)Combination of various input

7、factors(consideration into weight of each input,data collected such as intangible assets,unit dimensions,reporting and information format on tabular and/or graphical forms,etc.)as well as output factorsKasetsart University8IntroductionSystem View of an Organization ProcessesOutputsInputsDownstreamUp

8、streamKasetsart University9Purposes of performance measurement:To identify whether we are meeting customer requirementsTo help use understand our processesTo ensure decisions are based on facts,not on emotionTo show where improvements need to be madeTo show if improvements actually happenedTo identi

9、fy whether our contractors or suppliers are meeting our requirements(Department of Energy,USA)IntroductionKasetsart University10Performance measurement should be used and integrated into a management system and process,based on the following reasons.Control:Performance measurement helps reduce proce

10、ss variation.Continuous improvement:Performance measurement helps identify defect resources,process trends,and defect prevention as well as opportunities for improvement.Need to have feedback by management:Performance measurement helps mangers and administrators realize what is to be done,what is be

11、ing done,when to take corrective and preventive actions,and when to change the expectation.(Department of Energy,USA)IntroductionKasetsart University11IntroductionDownstream or outcomes:customers,users,consumers,buyers,and stakeholders(impacts,reaction,satisfaction,financial growth,sales,return,repl

12、acement,recall,survival,etc.)Upstream:providers,suppliers,contractors,and vendors(relationships,partnerships,contractual agreements,etc.)Kasetsart University12IntroductionOutputsIntangibleTangibleOutcomesSatisfaction,Expectation,Desirable Impacts,etc.Kasetsart University13Basics on MeasurementDeming

13、“You cannot manage what you cannot measure.”“You cannot measure what you cannot define.”“You cannot define what you do not understand.”Kasetsart University14Basics on Measurement Mandated by the Government Performance and Results Act(GPRA)of 1993 Federal agencies must be accountable and focus on imp

14、roving service quality and customer satisfaction.Coupled with the Government Management Reform Act of 1994 which emphasizes performance improvement and openness for annual financial audit(i.e.,PART,activity-based management,performance-based contract,adaptive process for planning and budgeting,owner

15、ship cost,etc.)Kasetsart University15Basics on MeasurementThe 1993 Government Performance and Results Act(GPRA)requires the following:(1)Establishing top-level agencys policies and objectives as well as annual program goals(2)Defining how the agency intends to achieve these objectives and goals(3)De

16、monstrate how the agency will measure its own performance,including the programsKasetsart University16Basics on MeasurementBush Administration(2001):“Performance measurement is not an annual event;rather it is a continuous process requiring clear performance expectations,periodic feedback for review

17、,and analysis for improvement.”Bush Administration(2001):“Performance measurement is not an option;the only question is how well it is done.”Kasetsart University17Basics on MeasurementMeasurement:understanding on static/dynamic measure,and total-/partial-/single-factor measure,and surrogate measureS

18、tatic Ratio:Revenue CostDynamic Ratio:Revenue46 Revenue45 Cost46 Cost45Kasetsart University18Basics on MeasurementSingle-factor measure:Output laborPartial-or multi-factor measure:Output (labor+material)Total-factor measure:Output (labor+material+capital+machine+facility+utility+information)Kasetsar

19、t University19Basics on MeasurementCase study for single-factor measure(labor only):5 employees producing 500 output units in one month by working 22 days per month and 8 hours per day.For the second month,600 units were made with 5 employees but working 20 days with the same working hours in one da

20、y.880=5 22 8 and 800=5 20 8Static measures(one month):500 units 880 labor hours=0.57 units per labor hour500 units 5 persons=100 units per person600 units 800 labor hours=0.75 units per labor hour600 units 5 persons=120 units per personDynamic measures(one month):(600 500)(800 880)=1.20 0.909=1.32 o

21、r0.75 0.57=1.32(600 500)(5 5)=1.20 1.00=1.20 or120 100=1.20 No unit dimension!Kasetsart University20Basics on MeasurementCase study for multi-or partial-factor measure:5 employees producing 500 output units in one month by working 22 days per month and 8 hours per day.For the second month,600 units

22、were made with 5 employees but working 20 days with the same working hours in one day.The amount of materials used are 1,000 and 1,250 units respectively.The price for the outputs for the first and second month is$1,000 per unit while the costs of labor over the two months is$15 per labor hour and$1

23、50 per material unit(m2)for material.880=5 22 8 and 800=5 20 8Multi-or partial-factor measures are as follows.Month#1:(500 1000)(880 15)+(1000 150)=3.06Month#2:(600 1000)(800 15)+(1250 150)=3.01Months 1 and 2:(600 1000)(500 1000)=0.98(800 15)+(1250 150)(880 15)+(1000 150)Static RatioStatic RatioDyna

24、mic RatioKasetsart University21Basics on MeasurementSurrogate measures represent the implication of outputs and inputs that are to be examined.Nowadays,they are used to reflect upstream and downstream as well.“Transportation services”=total mileage traveled or total passenger mileage traveled such a

25、s total miles buses or total miles employees,etc.“Restaurant services”=level of satisfaction,revenue,and profit such as revenue staffs,level of satisfaction electricity,etc.“quality students,”“innovation in product development,”“quality of work life for office workers,”and so onKasetsart University2

26、2Basics on MeasurementPerformance Measures or KPIsDescriptive KPIsData Reliability and AccuracyQuestionnaire FormatOccurrence FormatSize,weight,scale,reliability,and comprehensive-ness Weight,scale,accuracy,and comprehensive-nessDefinition of TermsNon-ratio FormatCross-ratio Format Cross-ratio Forma

27、t Kasetsart University23Basics on MeasurementRatio format:useful for identifying KPI as well as enhancing the quality of information and of information analysisr Normalization for trend analysis,benchmarking,etc.r Consideration into changes in an organization(such as takeover,new product introductio

28、n,etc.)Kasetsart University24Past and Present Projects:Internal Benchmarking for Electricity Generating Authority of Thailand(EGAT)on Generation and Transmission Counterpart on Behalf of Provincial Electricity Authority(PEA):PWC Report on Productivity and Efficiency Benchmarking with 5 Other Public

29、Utilities(Prepared for the Ministry of Energy)Internal Benchmarking for PEA on Distribution Kasetsart University25Basics on MeasurementIssues of Measurement“Robustness”(financial and non-financial dimensions such as weight,distance,volume,time,utility consumption,and so on):Labor:$,hours,and headcou

30、nts Materials:$,kilograms,m3,and m2 Space:$and m2 Machines:$and hoursKasetsart University26Basics on MeasurementRevenuesNew CustomersRepeated CustomersTarget GroupUnexpected GroupPrimary GroupSecondary GroupRobustnessKasetsart University27System AvailabilityReliability(Uptime)Maintainability(Downtim

31、e)Operating TimeStandbyActive Maintenance TimeDelay TimeCorrective TimePreventive TimeLogisticsAdministrationBasics on MeasurementRobustnessKasetsart University28Business and Industries1.Bad Debt as a%of Revenue2.Unplanned Overtime as a%of Overtime3.%Of Suppliers with 100%Lot Acceptance over One Yea

32、r4.%Of Shipments Requiring More Than One Attempt to Invoice5.%Of Customers Using“Invoiceless”Processing6.Recycled Material Values as a%of Purchased Material Values 7.Total Time Lost Due to Injuries 1,000,000 Hours Worked 8.Total Time Lost Due to Strikes 1,000 Hours Worked 9.%Of Qualified Suppliers a

33、nd Subcontractors Receiving 90%of Total Purchased Value ExamplesKasetsart University29Business and Industries%Of Requests for Engineering Actions Open for More Than Two Weeks Spare Parts Cost after Warranty as a%of Total Cost Suggested by Design Teams Standard Parts in New Releases as a%of Total Par

34、ts%Of Parts with Two or More Suppliers Suppliers with Quality and Productivity Improvement Programs as a%of Total Suppliers%Of Employment Requested Filled on Schedule Average Time to Process Health and Accident Insurance Claims 1.%Of Employees Who Have Not Been Trained in the Past 12 Months Examples

35、Kasetsart University30Government(Function)Information Technology Expenditures as a%of Revenue(Government of New South Wales,Australia)Recycled Material Values as a%of Purchased Material Values(Government of New South Wales,Australia)%Of Late Reports(Department of Energy,USA)%Of Errors in Reports(Dep

36、artment of Energy,USA)Errors Reported by Outside Auditors as a%of Total Errors(Department of Energy,USA)Error in Time Estimates Total Value of Estimates(Department of Energy,USA)Number of Hours Lost due to All Equipment Downtime as a%of Total Available Hours(Department of Energy,USA)%Deviation from

37、Budget(Department of Energy,USA)1.%Variation to Cost Estimates(Department of Energy,USA)ExamplesKasetsart University31Government(Program/project)by Department of Trade and Industry,United Kingdom Time Predictability on Design=(Actual Duration at Commit to Construct-the Estimated Duration at Commit t

38、o Invest)the Estimated Duration at Commit to Invest 100.Time Predictability on Construction=(Actual Duration at Available for Use-the Estimated Duration at Commit to Construct)the Estimated Duration at Commit to Construct 100.Cost Predictability on Construction=(Actual Cost at Available for Use-the

39、Estimated Cost at Commit to Construct)the Estimated Cost at Commit to Construct 100Differences in the Planned Completion Duration and the Actual Contract(client-agreed)Completion Duration as a%of the Contract(client-agreed)Completion Duration Total Number of Change Orders Issued by the Client Projec

40、t Duration Time 1.Value of work subcontracted to or supplied by other parties as a%of Total Project CostExamplesKasetsart University32Education%Of graduates who can find work within 6 months%Of graduates who have received job offers from multi-national corporationsPublications in international journ

41、als staffsPublications in international journals research projects%Of laboratory equipment in use%Of texts in elective courses that have been published in the past 10 years%Of courses that have adapted the use of multi-media software1.%Of incoming students from top-tier high schoolsExamplesKasetsart

42、 University33Dimensions(Conditions Reflecting Satisfaction)WeightRight day,late service1Wrong day,late service5Complaints reopened by customers5Missing proof of delivery1Invoice adjustment requested1Missed pick-ups10Damaged packages10Lost packages10Over-goods(packages received in lost and found)5Aba

43、ndoned calls1Occurrence Format(Source:FedEx from Neely,1998)Descriptive KPIsScorePointsKasetsart University34Basics on MeasurementDataPerformance measurementInformation Roles of measurement is to convert data to information for decision/actions.Analysis of information for improvement(interventions a

44、nd budgeting),and rating and ranking(external parties)HR consideration(to be referred to as appraisal not measurement,and to be related to functional job analysis)involves pay-scale,par hike,placement,skill development,promotion,etc.This is not the focus of the material!Kasetsart University35Basics

45、on MeasurementPotential Problems:Lack of knowledge on inputs and outputs in terms of priority and impacts(What are the primary inputs?What constitutes the primary outputs?What represents the inputs and outputs?Current data being collected?)1.Multiple outputs in terms of products and services 1 truck

46、+1 car+1 motorcycle+1 repair work 4 units 1 TV+1 radio 2 unitsKasetsart University36Basics on MeasurementPotential Problems(cont.):3.Multiple inputs10 m2 of Space+30 m2 of Materials 40 m24.Consideration must be made into a time-effect for using inputs to generate outputs.Outputs (labor+materials)Out

47、puts (labor+new investment capital)Kasetsart University37Basics on MeasurementPotential Problems(cont.):5.Integration with the database(Is the database robust enough?)6.Rapid changes in prices(per unit of outputs)and costs(per unit of inputs).You must be able to differentiate the contributions to th

48、e profits whether they are from the productivity improvement or the changes in unit price/cost.Kasetsart University38023451Unit assume constantArbitrary origin Interval Scale(use of mean and standard deviation)such as temperature and position2nd3rd4th5th1stNo unit between two pointsOrder Ordinary Sc

49、ale(use of median and percentiles)such as preference and street numbersBasics on MeasurementKasetsart University39023451Constant unitNon-arbitrary zero Ratio Scale(use of mean and standard deviation)such as length and time#6#3#4#5#1#2#7Nominal Scale(use of mode)such as assignment of numbers for queu

50、ing or sport teamsBasics on MeasurementKasetsart University40%MonthScrap and Rework-to-Sales Ratio(in%)DefinitionSale:the value of goods and services sold during the period($)Scrap and Rework:the value in terms of cost with respect to direct labor,material,and other indirect support($)Starting point