管理控制模型-以消费者服务流程为基础

AManagementControlModelBasedontheCustomerServiceProcess管理控制模型-以消費者服務流程為基礎第二組N95D0002洪麗雯N95D0010邱薇婷N95D0012姚岱宜Paper概要管控制度在服務流程方面的應用建立服務過程的管控模式傳統的管控制度有缺點問題假設目標用ABCmodel解法以行動電話廠商作個案研討分析可以將這模型使用於模擬現況,幫助作經營決策結論大綱TheChallengetoTraditionalManagementControlSystemsResultActionResearch:MethodandModelsConclusionsTheChallengetoTraditionalManagementControlSystemsTheFoundationsofTraditionalManagementControlSystemsPeopleorganization’sgoalProcessmotivating&inspiringManagementcontrolsteps(1)Goalsareutilizedasperformancemeasures.(2)Standardsaredefined.(3)Outcomeiscomparedwithstandard.(4)Deviationsareanalysed.(5)Themanagertakescorrectiveaction.(6)Stepthreeisrepeated.TraditionalmanagementcontroladvantagesAdvantagesdecentralizedecisionmaking–ManagerscanhandletheirownoperationsinaneffectivewayManagerstaffmanagementcontrol–focusedongeneratingandfollowing-uprelevantreportsStaffProblemswithTraditionalManagementControl-Accessibilityandusefulnesscriteriamentionedaredifficulttocomeby.-Overheadcostsaredifficulttomeasureandtomonitor,suchascostsforprocurementandmanagementcontrol-Focusnarrowlyonfinancialmeasurestothedetrimentofotherrelevantmeasures,suchascustomersatisfactionandoperationalflexibility.ManagementControlinServices:ANeedforChangeofPerspectiveServicehasbecomeincreasinglyimportantManuallabourisreplacedbyknowledgelabourMustbebasedonoperationsasaprocessinordertomakevisibletheactivitiesaimedatcustomersatisfactionActionResearch:MethodandModelsCase:mobiletelephonyservicescompanyMethod-PhaseResponsibilityTimeframe(months)DatacollectionaProjectgroup3GenerationofcategoriesandpatternsResearchers5DevelopmentofbasicmodelProjectgroup4DatacollectionControllers2SystemspecificationProjectgroup12SystemimplementationExternalconsultant3(planned)Atotalof760employeewereinvolvedintheresearchprojectand58managerswereinterviewedMethodMember-760employee,58managerswereinterviewedDataCollection-CertainbasiccriteriaforacostingmodelgraduallyevolvedGenerationofCategoriesandPatterns-analysepatternsintheinterviewdataDevelopingtheBasicModel-themodelwasdocumentedinacostingmanualResults-customerserviceprocess“Marketcontact”-讓顧客對使用行動電話服務感興趣“Distributor”–導引客戶為了購買電話，主動接觸經銷商“Subscription”-合意購買簽約,“Operations”-開始服務“Modify”-顧客也許希望“修改”他的服務，包括額外服務“Pay”-付錢Results-AServiceMapasaModelthemainserviceofthecompany:mobiletelephony.directinteractionW/OdirectcontacttelecomnetworkothersupportingactivitiesABC-ModelActivity-basedcosting(作業基礎成本制度)-係指企業透過作業將資源轉換成可以銷售的產品或服務的成本標的;是一種衡量企業的資源、作業、成本標的之績效與成本的方法Alltypesofcosthavebeenallocatedtotheserviceprocessmodelbasedonemployeeactivities.CostDrives-影響成本之作業或數量之水準，即作業或數量之變化與成本標的的總成本之變化存在著因果關係。Results-EnteringDataintotheModelHowCostsandRevenuesAreAssignedintheEconomicModelThemodel用在何處Theeconomicmodelmaynowbeusedtosimulateprofitabilityfor-anindividualservice,-agroupofservices,-theentirecompany,-arelevantdepartment.ConclusionsSimulaterealisticdecisionsituationsconcerningtheoperationsofkeyprocesses.Evaluatingtheserviceprocesses-findingthemostefficientuseofavailableresources.Important-thatemployeesunderstandthecompleteprocessDevelopmentofcommonstandardsandnorms應用-台灣市場LCDTV服務架構經銷店數量販連鎖店數服務受信客訴處理件數滿意度調查I-net派工服務維修委外3rdparty內修廠技術支援商品支援服務企劃客戶數外購供應商客服人員各據點另件供應CallCenter取送、進廠處理生產供應商Internet客訴追蹤服務品質分析/重大案件處理/後勤支援..Thankyou