管理控制模型-以消費者服務流程為基礎課件

AManagementControlModel

Basedon

theCustomerServiceProcess

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AManagementControlModel

Bas1Paper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(tǒng)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(xiàn)況,幫助作經(jīng)營決策結論Paper概要管控制度在服務流程建立服務過程的傳統(tǒng)的管控制2大綱TheChallengetoTraditionalManagementControlSystemsResultActionResearch:MethodandModelsConclusions大綱TheChallengetoTraditional3TheChallengetoTraditionalManagementControlSystemsTheFoundationsofTraditionalManagementControlSystemsPeopleorganization’sgoalProcessmotivating&inspiringTheChallengetoTraditionalM4ManagementcontrolstepsGoalsareutilizedasperformancemeasures.(2)Standardsaredefined.(3)Outcomeiscomparedwithstandard.(4)Deviationsareanalysed.(5)Themanagertakescorrectiveaction.(6)Stepthreeisrepeated.ManagementcontrolstepsGoals5TraditionalmanagementcontroladvantagesAdvantagesdecentralizedecisionmaking–ManagerscanhandletheirownoperationsinaneffectivewayManagerstaffmanagementcontrol–

focusedongeneratingandfollowing-uprelevantreportsStaffTraditionalmanagementcontrol6ProblemswithTraditionalManagementControl

-Accessibilityandusefulnesscriteriamentionedaredifficulttocomeby.-Overheadcostsaredifficulttomeasureandtomonitor,suchascostsforprocurementandmanagementcontrol-Focusnarrowlyonfinancialmeasures

tothedetrimentofotherrelevantmeasures,suchascustomersatisfactionandoperationalflexibility.ProblemswithTraditionalMana7ManagementControlinServices:ANeedforChangeofPerspectiveServicehasbecomeincreasinglyimportantManuallabourisreplacedbyknowledgelabourMustbebasedonoperationsasaprocessinordertomakevisibletheactivitiesaimedatcustomersatisfactionManagementControlinServices8ActionResearch:MethodandModels

Case:mobiletelephonyservicescompanyMethod-ActionResearch:MethodandMo9MethodMember-760employee,58managerswereinterviewedDataCollection-CertainbasiccriteriaforacostingmodelgraduallyevolvedGenerationofCategoriesandPatterns-analysepatternsintheinterviewdataDevelopingtheBasicModel-themodelwasdocumentedinacostingmanualMethodMember-760employee,5810Results-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(jīng)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-customerservicepro11Results-AServiceMapasaModel

themainserviceofthecompany:mobiletelephony.directinteractionW/OdirectcontacttelecomnetworkothersupportingactivitiesResults-AServiceMapasaM12ABC-ModelActivity-basedcosting(作業(yè)基礎成本制度)-係指企業(yè)透過作業(yè)將資源轉換成可以銷售的產(chǎn)品或服務的成本標的;是一種衡量企業(yè)的資源、作業(yè)、成本標的之績效與成本的方法Alltypesofcosthavebeenallocatedtotheserviceprocessmodelbasedonemployeeactivities.CostDrives-影響成本之作業(yè)或數(shù)量之水準，即作業(yè)或數(shù)量之變化與成本標的的總成本之變化存在著因果關係。ABC-ModelActivity-basedcostin13Results-EnteringDataintotheModel

HowCostsandRevenuesAreAssignedintheEconomicModelResults-EnteringDataintothe14Themodel用在何處Theeconomicmodelmaynowbeusedtosimulateprofitabilityfor-anindividualservice,-agroupofservices,-theentirecompany,-arelevantdepartment.Themodel用在何處Theeconomicmod15ConclusionsSimulaterealisticdecisionsituationsconcerningtheoperationsofkeyprocesses.Evaluatingtheserviceprocesses-findingthemostefficientuseofavailableresources.Important-thatemployeesunderstandthecompleteprocessDevelopmentofcommonstandardsandnorms

ConclusionsSimulaterealistic16應用-臺灣市場LCDTV服務架構經(jīng)銷店數(shù)量販連鎖店數(shù)服務受信客訴處理件數(shù)滿意度調(diào)查I-net派工服務維修委外3rdparty內(nèi)修廠技術支援商品支援服務企劃客戶數(shù)外購供應商客服人員各據(jù)點另件供應CallCenter取送、進廠處理生產(chǎn)供應商Internet客訴追蹤服務品質分析/重大案件處理/後勤支援..應用-臺灣市場LCDTV服務架構經(jīng)銷店數(shù)量販連鎖服務受信滿17ThankyouThankyou18AManagementControlModel

Basedon

theCustomerServiceProcess

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AManagementControlModel

Bas19Paper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(tǒng)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(xiàn)況,幫助作經(jīng)營決策結論Paper概要管控制度在服務流程建立服務過程的傳統(tǒng)的管控制20大綱TheChallengetoTraditionalManagementControlSystemsResultActionResearch:MethodandModelsConclusions大綱TheChallengetoTraditional21TheChallengetoTraditionalManagementControlSystemsTheFoundationsofTraditionalManagementControlSystemsPeopleorganization’sgoalProcessmotivating&inspiringTheChallengetoTraditionalM22ManagementcontrolstepsGoalsareutilizedasperformancemeasures.(2)Standardsaredefined.(3)Outcomeiscomparedwithstandard.(4)Deviationsareanalysed.(5)Themanagertakescorrectiveaction.(6)Stepthreeisrepeated.ManagementcontrolstepsGoals23TraditionalmanagementcontroladvantagesAdvantagesdecentralizedecisionmaking–ManagerscanhandletheirownoperationsinaneffectivewayManagerstaffmanagementcontrol–

focusedongeneratingandfollowing-uprelevantreportsStaffTraditionalmanagementcontrol24ProblemswithTraditionalManagementControl

-Accessibilityandusefulnesscriteriamentionedaredifficulttocomeby.-Overheadcostsaredifficulttomeasureandtomonitor,suchascostsforprocurementandmanagementcontrol-Focusnarrowlyonfinancialmeasures

tothedetrimentofotherrelevantmeasures,suchascustomersatisfactionandoperationalflexibility.ProblemswithTraditionalMana25ManagementControlinServices:ANeedforChangeofPerspectiveServicehasbecomeincreasinglyimportantManuallabourisreplacedbyknowledgelabourMustbebasedonoperationsasaprocessinordertomakevisibletheactivitiesaimedatcustomersatisfactionManagementControlinServices26ActionResearch:MethodandModels

Case:mobiletelephonyservicescompanyMethod-ActionResearch:MethodandMo27MethodMember-760employee,58managerswereinterviewedDataCollection-CertainbasiccriteriaforacostingmodelgraduallyevolvedGenerationofCategoriesandPatterns-analysepatternsintheinterviewdataDevelopingtheBasicModel-themodelwasdocumentedinacostingmanualMethodMember-760employee,5828Results-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(jīng)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-customerservicepro29Results-AServiceMapasaModel

themainserviceofthecompany:mobiletelephony.directinteractionW/OdirectcontacttelecomnetworkothersupportingactivitiesResults-AServiceMapasaM30ABC-ModelActivity-basedcosting(作業(yè)基礎成本制度)-係指企業(yè)透過作業(yè)將資源轉換成可以銷售的產(chǎn)品或服務的成本標的;是一種衡量企業(yè)的資源、作業(yè)、成本標的之績效與成本的方法Alltypesofcosthavebeenallocatedtotheserviceprocessmodelbasedonemployeeactivities.CostDrives-影響成本之作業(yè)或數(shù)量之水準，即作業(yè)或數(shù)量之變化與成本標的的總成本之變化存在著因果關係。ABC-ModelActivity-basedcostin31Results-EnteringDataintotheModel

HowCostsandRevenuesAreAssignedintheEconomicModelResu