管理控制模型-以消費(fèi)者服務(wù)流程為基礎(chǔ)課件

AManagementControlModel

Basedon

theCustomerServiceProcess

管理控制模型-以消費(fèi)者服務(wù)流程為基礎(chǔ)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(wù)流程方面的應(yīng)用建立服務(wù)過(guò)程的管控模式傳統(tǒng)的管控制度有缺點(diǎn)問(wèn)題假設(shè)目標(biāo)用ABCmodel解法以行動(dòng)電話廠商作個(gè)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(yíng)決策結(jié)論P(yáng)aper概要管控制度在服務(wù)流程建立服務(wù)過(guò)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(duì)使用行動(dòng)電話服務(wù)感興趣“Distributor”–導(dǎo)引客戶為了購(gòu)買電話，主動(dòng)接觸經(jīng)銷商“Subscription”-合意購(gòu)買簽約,“Operations”

-開(kāi)始服務(wù)“Modify”

-顧客也許希望“修改”他的服務(wù)，包括額外服務(wù)“Pay”-付錢Results-customerservicepro11Results-AServiceMapasaModel

themainserviceofthecompany:mobiletelephony.directinteractionW/OdirectcontacttelecomnetworkothersupportingactivitiesResults-AServiceMapasaM12ABC-ModelActivity-basedcosting(作業(yè)基礎(chǔ)成本制度)-係指企業(yè)透過(guò)作業(yè)將資源轉(zhuǎn)換成可以銷售的產(chǎn)品或服務(wù)的成本標(biāo)的;是一種衡量企業(yè)的資源、作業(yè)、成本標(biāo)的之績(jī)效與成本的方法Alltypesofcosthavebeenallocatedtotheserviceprocessmodelbasedonemployeeactivities.CostDrives-影響成本之作業(yè)或數(shù)量之水準(zhǔn)，即作業(yè)或數(shù)量之變化與成本標(biāo)的的總成本之變化存在著因果關(guān)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(yīng)用-臺(tái)灣市場(chǎng)LCDTV服務(wù)架構(gòu)經(jīng)銷店數(shù)量販連鎖店數(shù)服務(wù)受信客訴處理件數(shù)滿意度調(diào)查I-net派工服務(wù)維修委外3rdparty內(nèi)修廠技術(shù)支援商品支援服務(wù)企劃客戶數(shù)外購(gòu)供應(yīng)商客服人員各據(jù)點(diǎn)另件供應(yīng)CallCenter取送、進(jìn)廠處理生產(chǎn)供應(yīng)商Internet客訴追蹤服務(wù)品質(zhì)分析/重大案件處理/後勤支援..應(yīng)用-臺(tái)灣市場(chǎng)LCDTV服務(wù)架構(gòu)經(jīng)銷店數(shù)量販連鎖服務(wù)受信滿17ThankyouThankyou18AManagementControlModel

Basedon

theCustomerServiceProcess

管理控制模型-以消費(fèi)者服務(wù)流程為基礎(chǔ)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(wù)流程方面的應(yīng)用建立服務(wù)過(guò)程的管控模式傳統(tǒng)的管控制度有缺點(diǎn)問(wèn)題假設(shè)目標(biāo)用ABCmodel解法以行動(dòng)電話廠商作個(gè)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(yíng)決策結(jié)論P(yáng)aper概要管控制度在服務(wù)流程建立服務(wù)過(guò)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(duì)使用行動(dòng)電話服務(wù)感興趣“Distributor”–導(dǎo)引客戶為了購(gòu)買電話，主動(dòng)接觸經(jīng)銷商“Subscription”-合意購(gòu)買簽約,“Operations”

-開(kāi)始服務(wù)“Modify”

-顧客也許希望“修改”他的服務(wù)，包括額外服務(wù)“Pay”-付錢Results-customerservicepro29Results-AServiceMapasaModel

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

HowCostsandRevenuesAreAssignedintheEconomicModelResu