平衡计分卡—从员工业绩管理到企业业绩管理(pdf 47)

1TheBalancedScorecard:fromEmployeePerformanceManagementtoCompanyPerformanceManagement20034Talentmakestherealdifference2-•(TalentShanghai)•(RolandBergerStrategyConsultants)•(UbiSoftEntertainment)•(HewittAssociates)IT2123BSCKPI360//1234/56784(Workshop)(BalancedScorecard)(Competency)•352003318320RobertKaplan:AchievingBreakthroughPerformanceinChallengingEconomicTimes6•TS4859()()()()10,611121990-199856%42%34%23%0102030405060(13%)(3%)(92%)(14%)(3%)-100-90-80-70-40-30-20-10%%#4#3#6#6#4#1#1#1#1‘95‘96‘97‘98‘90‘91‘92‘93‘94-60-5071314——CEO?•?•?•3?•HR?•10?815HRCEOHRCEO(1-3.)917++ROIEVA()()18zzzzzzz1019201121//221223•“”IBM241325261427“”“”“”16281.2.3.––152930zzzzzzzzzzzzzzzz/1631•“”?•“”?•32zzzzzzzzz1733TS1835////361937KeyPerformanceIndicator(KPI)3820KPI(What)(How)(Performance)4054321214154321421.,2.3.(),4.5.2243•Who•What•When44234546321WhoWhatWhen2447360360482549“Nosurprise”50••2652HR2753123456754285556Competency295712/345583059(1)••••••••••••••60(2)•••••••••••••••3161(1)31••••••••••2•••••3••62(2)•••••63•----326364••••••3365*5324115•••••66(1)1¾5¾4¾3¾2¾13¾595%¾480%-94%¾370%-79%¾251%-69%¾150%2¾595%¾480%-94%¾370%-79%¾251%-69%¾150%3467(2)5¾5¾4¾3¾26¾14¾35%¾25-10%¾110%68356970•1–•2–•3–•4–•5–•6–•7–•8–•9–•10–103671——•••172“——••••23773“”——Katzenbach&Smith,••••374“CEO”——(20025-6)BalancedScorecard••••43875•••••576IncreaseProfitabilityServecustomersontheirtermsDevelopNewProductsBuildanEnvironmentwherepeoplemaximizetheirpersonalpotentialCustomerInternalProcessesL.&GDeliverCustomerValueThroughIntegratedOfferingsAllocateCapitalResourcesEffectivelyContinuouslyImproveCustomerExperiencesImproveCommunicationsThroughTechnologyCreateaSafe&HealthyworkplaceFinancial•“”•••63977••••7788FinancialObjectivesMeasuresTargetsInitiativesCustomerObjectivesMeasuresTargetsInitiativesInternalProcessesObjectivesMeasuresTargetsInitiativesObjectivesMeasuresTargetsInitiativesFinancialObjectivesMeasuresTargetsInitiativesCustomerObjectivesMeasuresTargetsInitiativesInternalProcessesObjectivesMeasuresTargetsInitiativesObjectivesMeasuresTargetsInitiativesFinancialObjectivesMeasuresTargetsInitiativesCustomerObjectivesMeasuresTargetsInitiativesInternalProcessesObjectivesMeasuresTargetsInitiativesObjectivesMeasuresTargetsInitiatives//Emp.L.&G.Emp.L.&G.Emp.L.&G.4079•••••980•——•“”•••1041824283/84/4385864487884589•––••“”90“Fewpeoplethinkmorethantwoorthreetimesayear.Ihavemadeaninternationalreputationformyselfbythinkingonceortwiceaweek.”GeorgeBernardShaw4691“The3mostimportantthingstomeasureinabusinessarecustomersatisfaction,employeesatisfactionandcashflow”JackWelch92“Today’scompetitiveadvantageisamatterofknowledgeandskill”MichaelPorter4793“Manyofthethingsyoucancount,don’tcount.Manyofthethingsyoucan’tcount,reallycount.”AlbertEinstein