企业运营管理体系设计

企业运营管理最佳实践BestOperationPractices“BringingWorldClassExecution”培训与研讨企业运营管理最佳实践企业运营管理最佳实践BestOperationPractices“BringingWorldClassExecution”2企业运营管理最佳实践BestOperationPracticesPart1以客户为中心的运营Part2流程管理最佳实践2.1流程管理概述2.2流程描述2.3流程管理环境2.4流程优化Part3基于PDCA的运营控制体系Part4可测量性总体规划展开Part5培训体系与标准文档架构Part6企业运营管理实例研讨企业运营管理最佳实践BestOperationPractices“BringingWorldClassExecution”3关键的时刻就是我们的客户尝试我们的产品和服务的那些霎间关键时刻企业方面客户方面-期望-态度-价值-有形的-处理-结果企业的运营管理优化应该在关键的时刻使所有的目标客户都满意运营管理就是对运营过程的计划、组织、实施和控制，是与产品生产和服务创造密切相关的各项管理工作的总称。从另一个角度来讲，运营管理也可以指为对生产和提供公司主要的产品和服务的系统进行设计、运行、评价和改进。企业运营管理最佳实践BestOperationPractices“BringingWorldClassExecution”4在客户关系过程中，客户体验到我们的产品和服务一个完整的、系列的关键时刻结束开始电话预约业务员拜访„„接受产品/服务需求服务循环提供产品/服务在设计企业运营流程时必须考虑在整个服务周期中，所有的关键时刻都要使客户满意企业运营管理最佳实践BestOperationPractices“BringingWorldClassExecution”5受到很差的服务向服务提供点投诉向集中的客户服务处投诉向法律部门投诉在市场上造成负面影响失去客户失去新的客户收入的损失破坏价值客户员工失去竞争力失去工作恶性循环价值破坏周期，每项投诉所破坏的价值为200美元不满意的客户会带来巨大的损失！！！企业运营管理最佳实践BestOperationPractices“BringingWorldClassExecution”6客户满意，购得更多客户表扬企业向朋友推荐，“谈体会”在市场上的正面影响保留了客户，实现更大的销售获得新的客户，实现更多的销售收入增加价值创造受到优异的服务！！客户员工提高竞争力产生更多工作机会良性循环价值创造周期实现两位数的增长满意的客户可以帮助我们使价值最大化，这是为什么我们必须设计以客户为中心的运营流程企业运营管理最佳实践BestOperationPractices“BringingWorldClassExecution”7成本质量风险控制财务回报最佳运营实践是指我们要提供市场上最好的产品和服务，对风险管理最大的控制，使成本保持最低企业运营管理最佳实践BestOperationPractices“BringingWorldClassExecution”8分支机构报价及修改确认服务站客户信息及一般服务理赔管理总部电话中心核保操作理赔操作客户服务销售计划及销售收费机构管理(人力资源&财务)授权代理人个人客户商业客户最佳运营实践以客户为中心，其运作是关于管理融合的流程…企业运营管理最佳实践BestOperationPractices“BringingWorldClassExecution”9CustomerTimelinessTarget::2DaysBaseline:Actual:Target:12PMBaseline:Actual:ProcessIssues/Comments:•PrimaryIssueistheunexplainedvarianceeachdaybeginningwith10/18whichequalstheamountshownasNetSettlementontheZD10screen.NeedassistancefromFDRtoresolveissue.SpokewithJoyChloupekatFDRandsheadvisedthatFDRisresearchingtheproblem.•Duetounstablenatureofbalancingandtheunknowns,itisdifficulttotrain/transitionthistotheassociatewhoissupposedtobehandlingthebalancingonadailybasis.Accuracy321111111111024681010/910/1010/1110/1210/1310/1410/1610/1710/1810/1910/2010/21Y1:#DaysBetweenPostingDatetoReconciliationDateTarget:$1.0kBaseline:Actual:413400001901,7151,3072,2902,25201,0002,0003,0004,0005,00010/910/1010/1110/1210/1310/1410/1610/1710/1810/1910/2010/21Y2:$ofUnidentifedVarianceinDailyCardholderBalancing($ShowninThousands)131411101011101010101016161011101016160510152010/910/1010/1110/1210/1310/1410/1610/1710/1810/1910/2010/21X1:TimePaymentReportReceived(EasternStandardTime)AlbOrlTimeliness•Conversionvarianceof$413.0kduetoPaymentFilesPostedformorethanactualCPCdepositamount.DonothaveadequatelevelofdetailstodeterminereasonforOOB.Requestamounttobewrittenoff.•DailyunknownvarianceonCD121began10/18.Cumulativetotalasof10/25is$17,409,438.12.RepresentsNetSettlementAmountonZD10Totals.•CPC抯doingGoodJobwithpreparationofPaymentReports关键指标（时间、质量、成本和风险管理）gProcessDescription:ProcessCustomer:CustomerValidRequirement(s):OutcomeQualityIndicator(s):Processand/orOutcomeIndicatorsCheckingMisc..InformationProcessControlChartsOutcomeIndicatorChartsCheckingItemControlLimitsSpecs/TargetsWhattoCheckFre-quencyWhentoCheckRespon-sibilityWhoChecksContingencyPlanActionReq’dforExceptionInclude:AbbreviationsProceduresRemarks,etc.Rev#DateRevisionDescriptionByApprANDPositionStep/TimeProcessManagementSystemPaymentSuspense―Should-Be‖ProcessForPaymentSuspensePaymentSuspense(CD029-taptranssuspense;CD053onlinepayments&adjustments(Ps);CD053nonclearingitems(Fs)Willhave3separateWorkQueuesandonesuspenseledgerPaymentrejectsloaddirectlyintotheunpostedpaymentsqueue(CD029P)LeeLocustsupposedtobeautomatingtheJE:Debit:CashCredit:PaymentSuspenseledgerIfagoodC/Haccountisfound,clearitemusingPCmethodAutoJE:Debit:PaymentSuspledgerCredit:C/HA/RDidclearingentryrejectduetobaddata?ClearingentrypostsautomaticallyanddropsoutofWorkQueue1or2ClearingentrythatfaileddoesnotJE;itreassignstherejecteditemtoanon-clearingqueueIfitemcan'tberesolvedafterXdays,reassigntheitemtoanotherWorkQueueDonebyselectingtheG/Lclearingmethod(suchas,tosomethingakintotheexisting122-09).MusttoamanualJEtomovebetweensuspenseledgers.PaymentsontapetransmissionthatrejectfalltoCD029PaymentspostedmanuallythatrejectfalltoCD053Paymentrejectsloaddirectlyintotheunpostedpaymentsqueue(CD053P)WorkQueue1WorkQueue2NonmonetaryadjustmentsthatfailedCD053AutoJE:Debit:CashCredit:PaymentSuspenseledgerNote:ThePaymentSuspenseledgerisacombinationofitemsinthesequeuesTHATPRODUCEJ/E's.CD029rejectsandCD053PrejectsarepartoftheTB.CD053F'smustbeexlcluded.Non-clearingrejectsloadintonon-monetaryqueue(CD053F)WorkQueue3NojournalentryIfagoodC/Haccountisfound,clearitemusingPCmethodDidclearingentryrejectduetobaddata?YESInthiscase,itsimplyrecyclesbacktoQueue3ClearingentrypostsautomaticallyanddropsoutofWorkQueue3AutoJE:whateverwasintended(ex:DrLateFeeIncomeCr:C/HA/R)AnyNSFrejects?ReassignusingG/LTransfertoNSFsuspenseworkqueue(mustdomanualJE,too)YESResearchitemsinWorkQueue3Y1=#ofItemsNotResolvedAfterXDaysY1=0ItemsWorkQueueDailyY2=$ValueofEachItemNotResolvedAfterXDaysY2=0$’sWorkQueueDailyY3=#ofNSFRejectsY3=ORejectsNon-MonetaryQueueDa