永續(xù)絕經(jīng)營的企業(yè)世界級的公司

講題:永續(xù)絕經(jīng)營的企業(yè)

–世界級的公司

(World-class)講員:劉英芳E-mail:liu_ying_fan@Speaker:YFLiu,劉英芳Experiences:1.TechnicalDirector,manufacturingoperations,WyethTaiwanCorporation2.EngagementDirector-BusinessConsulting,UnitopiaTaiwan3.Director-ManufacturingOperations,EliLilly&Co.Taiwan4.Manager-engineering,humanresources,production,GMPPlantdesignandconstructionEliLilly&Co.Taiwan5.SectionchiefofNuclearPowerProject,TaiwanPowerCo.Education:

M.S.,Univ.ofMass.AtLowell,U.S.A.1977B.S.,Tsing-HuaUniv.,1972

Contact:Mobilphone:0952-612-831E-mail:liu_ying_fan@Businessoperationexcellence

卓越的企業(yè)經(jīng)營–品質(zhì)獎MBNQA(美國)1.Leadership,領(lǐng)導(dǎo)力2.Informationandanalysis,資訊及分析3.Strategicplanning,策略規(guī)劃4.Humanresourcedevelopment,人力資源發(fā)展5.Processmanagement,流程管理6.Businessresults,營運(yùn)成果7.Customersatisfaction,客戶滿意度EuropeanQualityAward(歐洲)1.Leadership2.Policyandstrategy3.Peoplemanagement4.Resources5.Processes6.Customersatisfaction7.Peoplesatisfaction8.Impactonsociety9.BusinessresultsBusinessoperationexcellence

卓越的企業(yè)經(jīng)營–品質(zhì)獎DemingAward(戴明獎)1.Policies,planning2.Administration3.Education4.Information5.Analysis6.Standardization7.Control8.Qualityassurance9.Results10.Futureplan(未來的規(guī)劃)TaiwanNationalQualityAward(臺灣國家品質(zhì)獎)1.Value,objective,strategy(經(jīng)營理念,目標(biāo)與集策略)2.Organizationandoperation(組織與運(yùn)作)3.Humanresourcedevelopment(人力發(fā)展與運(yùn)用)4.Informationmanagement(資訊管理與運(yùn)用)5.Researchanddevelopment(研究發(fā)展)6.Qualityassurance(品質(zhì)保証)7.Customerservicequality(客戶服務(wù)品質(zhì))8.Socialresponsibility(社會責(zé)任)9.Totalqualityperformance(全面品管績效)Builttolast–Collins

基業(yè)長青Stablecorevaluesystem,穩(wěn)固的價值體系Balancedfocus,兼容並蓄Stretchgoals,高標(biāo)準(zhǔn)Nevergiveupmentality,堅持與恒心Continuousimprovement,精益求精OrganizationCapability

組織的體質(zhì)People-skills,knowledge,character,competency人才–技能,知識,品格,能力Processes-management,operations&execution(dailyjobfunctioning),learning,teaching流程–管理,營運(yùn)作業(yè),學(xué)習(xí),教導(dǎo)ProductorTechnology-innovation,development產(chǎn)品或技術(shù)–創(chuàng)新,發(fā)展Results-revenues,profits績效–營收,利潤Level5Hierarchy五個層級12345Contributingteammember有所貢獻(xiàn)的團(tuán)隊成員Competentmanager,有能力的經(jīng)理Effectiveleader,有效能的領(lǐng)導(dǎo)者Executive執(zhí)行長Highlycapableindividual有才幹的個人TechnicalskillsPeopleskillsConceptualskillsQualityWorkforce

卓越的工作團(tuán)隊Qualityworkforceisformedfromthequalitypeoplewhoisamasterforalltheprocessesrequiredtogeneratetheresultsinthejobfunction由職務(wù)上的專才組成(有能力創(chuàng)造績效)CEO,managers,supervisors,staffs,thefirstlineemployees總裁,經(jīng)理,主管,幕僚,第一線員工Processandresult

流程與成果Processesareactionsandskillsrelevant,與作業(yè)及技能相關(guān)Process:equipment,material,procedure,..設(shè)備,材料,作業(yè)方法,..Establishprocessesineveryfunctionaldepartment,每個作業(yè)都要建立流程Standardizeallthekeyprocesses,流程標(biāo)準(zhǔn)化continuedResultsfocusonwhathashappenedwithinafunction,成果著重發(fā)生的事實Definethemetricstomonitortheresults,設(shè)定指標(biāo)追蹤成果Usethedatafromonesystem,使用同一系統(tǒng)的資料Keepitsimpleandvisible,簡明ApplyP-D-C-Aforcontinuousimprovement,運(yùn)用P-D-C-A執(zhí)行持續(xù)改善Businessoperationprocesses

企業(yè)經(jīng)營流程Businessplan,營運(yùn)計劃Salesandoperationsplanning,產(chǎn)銷協(xié)調(diào)計劃Humanresourcesplanningandmanagement,人力資源規(guī)劃與管理Financialplanning,reporting,andmeasurement,財務(wù)規(guī)劃,報告,衡量指標(biāo)Manufacturingplanningandcontrol,生產(chǎn)企劃與控管continuedDemandandsupplymanagement,需求與供貨管理Distributionresourceplanning,配送服務(wù)管理Datamanagement,資料管理Educationandtraining,教育與訓(xùn)練Qualitymanagementsystem,品質(zhì)管理系統(tǒng)Performancemeasurements,績效衡量Philosophyofmanagement

管理的哲學(xué)Commonsense,一般的常識Simplemethod,簡單的方法Simpleprocess,簡單的流程Simpleskills,簡單的技巧落後,貧窮主要是管理缺乏效率,未能善加利用資源落後,貧窮的國家都是欠缺適當(dāng)?shù)墓芾鞟boutmanagement,管理的里程碑TaylorDemingPeterDruckeryear,年代188119501954Keyfocus重點Efficiency效率Quality,efficiency,effectiveness品質(zhì),效率,效果Management,Effectiveness管理,效果Target目標(biāo)Labors勞工Allemployees全體員工Knowledgeworkers知識工作者Theory理論Workanalysis,standardhour工作分析,標(biāo)準(zhǔn)工時TQM全面品管Self-management自我管理Process/method流程/方法Stopwatch,jobenlargement/enrichment/rotation,馬錶,責(zé)任加大/提升/輪調(diào)QCC,TQC,JITP-D-C-AEmpowerment,Organization,team授能,組織,團(tuán)隊Applicationinindustry,在業(yè)界的應(yīng)用Fordautomobilefactory,福特汔車Toyotaautomobilefactory,豐田汽車GM,GE,3M,MotorolaTheNewBusinessOperationsModel企業(yè)經(jīng)營管理模式

Requirements需求Customers客戶

Satisfaction滿意–HighQualityPurpose目的Results成果PeopleProcesses流程–GoodServices–()–LessTime–LowerCostAdditionalValue額外的價值Customersatisfaction

客戶滿意度的層次ExceedcustomerneedssatisfyunstatedcustomerneedsmeetvalidatedcustomerneedsCustomerPartnership夥伴關(guān)係CustomerConfidence信任PreventcustomerComplaints,預(yù)防客戶報怨Worldclassbusinessoperation

世界級的企業(yè)經(jīng)營Improvingthepresent,持續(xù)改善現(xiàn)況Creatingforthefuture,創(chuàng)造未來Learning/teachingcontinuously,持續(xù)的學(xué)習(xí)及教導(dǎo)workingeffectivelyatthesametime同時有效的執(zhí)行

S-curveconcept,生命曲線

The1stS-curvecurrentprocesses,existingproducts,services,people現(xiàn)有的流程,產(chǎn)品,服務(wù),人員The2ndS-curvefuture:direction,innovation,newproducts,newprocesses,betterservices,betterteams未來–方向,創(chuàng)新,產(chǎn)品,流程,服務(wù),團(tuán)隊時間成長BusinessExcellenceEquation

卓越企業(yè)經(jīng)營的定律ToBuildandMaintainQualityWorkforce建立並維持卓越的工作團(tuán)隊品質(zhì),成本,生產(chǎn)力1.驗收,秤料2.混合充填3.化驗包裝4.退貨客戶抱怨???!!!Measurement-Managed(數(shù)據(jù)化管理)v.s.

Non-measurement-managed(非數(shù)據(jù)化管理)M-managedNon-M-managedStrategyconsensus對策略的共識90%47%Teamwork團(tuán)隊合作85%38%Opencomm.坦誠的溝通71%30%Effectivecomm.有效的溝通60%8%Employeeself-management員工自動自發(fā)42%16%QualityWorkforce

卓越的工作團(tuán)隊Qualityworkforceisformedfromthequalitypeoplewhoisamasterforalltheprocessesrequiredtogeneratetheresultsinthejobfunction由職務(wù)上的專才組成(有能力創(chuàng)造績效)CEO,managers,supervisors,staffs,thefirstlineemployees總裁,經(jīng)理,主管,幕僚,第一線員工GoodtoGreat從A到A+第五級領(lǐng)導(dǎo)人找對人有紀(jì)律的團(tuán)隊面對現(xiàn)實刺蝟原則有紀(jì)律思考有紀(jì)律的行動強(qiáng)調(diào)紀(jì)律的文化以科技為加速器厚植實力突飛猛進(jìn)Successfulelement

成功的要素FocusAlignShewart(Deming)cycle

forprocessimprovement1.Plan計劃2.Do執(zhí)行3.Check檢討4.Act改善1.Plan/setgoals,planhowtoachievethem,設(shè)定目標(biāo)及行動方案2.Executetheplan執(zhí)行計劃3.Followuptheprocessandresults,metrics/data.Diditwork?追蹤流程及成果,有效嗎?

4.Standardizationtheprocessorimproveordoitagain流程標(biāo)準(zhǔn)化或改善或重來Execution–執(zhí)行(做事的方法)Plan,計劃Do,執(zhí)行Check,檢討Action,改善MyexperiencesQualityworkforceProcessmanagementTotalperformancemanagementNever-endingimprovementActionContract/Commitment

行動契約/承諾BecauseIfeelthisisthemostimportantideaformefromthissession.我認(rèn)為這是今天最重要的觀念I(lǐng)makeafirmcommitmenttouseitwithinthenextweek/month/year.我決定要應(yīng)用它(下週/月/年)1.ThisisthesinglemostimportantideaIgotoutofthissessionthatIcanpersonallyapply:我今天獲