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2001.07-
2001.08-
2002.08-
2003.02-
2007.11-
2008.06-EAPs
2008.11-
2009.09-MBA
2010.01-
2010.07-TTQS
2011.10-
2011.12-EMBA/ EMBA
2012.06--

KPI

KPI
KPAKey Process Area)

KPA
Key Practices

KPAKey
Performance Action

KPI

KPA
KPA
KPI

KRAKey Result Areas

KPIKey Performance Indicators

KRAKPIKRAKPI

,KPI

BSCThe Balanced Score Card

KPA+ KPI+ KRA+ BSC


KPAKPI
KRA
BSC[[]]

//


KPI-Key Performance Index
1.

2.

3.

4.KPI


(KPIKey Performance Indicator)

KPI

KPI

KPI
KPIKPI
KPI

KPI

KPI
KPI

KPI

KPI

1.
2.
3.
4.
5.
6.
7.

1. KPI

2.
KPI
3. KPIKPI
4. KPIKPI

KPI
KPI

KPI

-
1.
2.
3.

4. SOP
5.
6.
7.
8.
9. 5S

1.
2.

3.

4. SOP
5.
6.
7.
8.
9. 5S

KPI

:
(1)

(2),1%

(3)

PDCA

KPI

30

10.912.25

11

197975

40401151
5

10

6060210
210

1O

15

10

10.510

10015

510

K
P
I

KPI
http://wiki.mbalib.com

()

10

11
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10

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11


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-
112

109


......

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21

......

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531
9

80

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1 .
2 .
3 .
4 .

5 .
6 .


1 .
2 .
3 .MBO

4 .
5 .
6 .

)(

()

()

)(

()

( organization mission )
( )

( setting objective )
( )

( performance indicators )
( )

( performance assessment )

Economy

Efficiency

Effectiveness
Equity

(create )

(control)

( raise )

(Active )

(1)
(2)
(3)
(4)

50

50
30

(1)
(2)
(3)
(4)

50

20

100

100

(1)
(2)
(3)
(4)

(1)
(2)
(3)
(4)
(5)
(6)

1.

1.

3.

4.

C
D







()




()

()

360

360

360&
360

1600

A5555
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B5353.5
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C5554.8
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,
:

:
~

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:

3

KPI
1.Q
2.C
3.D
4.M
5.S

KPI
D .M .A .I .C
1.define .
2.measure
3.analysis

4.improve

5.control

plan-do-see (--)MBO


S.
M.

A.
R.
T.
3-5...80-20

:2013 4 8

KPI

()

68%

85%

83%

16500

87%

96%

95%

25510


1.
2.

3.
4.

5.

1. 2. 3.
1.
2.
3.
1.
2.
1.
2.
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7.

1.


:
1.
2. :
:
1.
2.
3.()
4.
5.

?
No.
#1
#2
#3
#4
#5

BSC

BSC
Fortune 100055
ATT
1999BSC

BSC

1.

2.

(goals)

4.

3.
Targets

Kaplan and Norton, 1997. The Balanced Scorecard. Harvard Business School Press

(MBO)

BSC-1
()

1.
2.

1.

1.(
2.(

1.

2.
3.
4.

1.

2.
3.
)

1.

2.

3.

1.

2.

1.( 1.
) 2.

BSC-2
()

1.

BSC-2
2.

BSC-3
()

BSC-4
()

:Kaplan and Norton, 1997. The Balanced Scorecard. Harvard Business School Press, p.129 )

BSC

1.

2.

3.

Kaplan and Norton, 1997. The Balanced Scorecard. Harvard Business School Press. p.31)

vs

COP

Plan
1.
Action Do

2.

3.

4.
Check

XXXXXX

201010020%

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/
/

XX
XX

()

()

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OEM ODM

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()

()

()

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()

BSC

FIT

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GLM
SCM

. .

()

BSC

()

(
)

Key Performance Indicators (KPI)-


KEY PERFORMANCE INDICATORS (KPI) (6.6)
DEPT. :
SBU
MEASUREMENT
JAN FEB
INDICES
(KPI)
CRR%

CCR 24 Hour Reply


Rate%

CAR
ppM
First Pass Yield

GOAL

MAR

Q1

APR

MAY

JUN

Q2

JUL

AUG

SEP

Q3

OCT

NOV

DEC

Q4

TTL

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

16

16

16

16

15

15

15

15

14

14

14

14

14

14

14

14

15

100

100

100

100

100

100

100

100

100

100

100

100

100

100

100

100

100

85

85

85

85

85

85

85

85

85

85

85

85

85

85

85

85

85

60

60

60

60

60

60

60

60

60

60

60

60

60

60

60

60

60

90

90

90

90

90

90

90

90

90

90

90

90

90

90

90

90

90

ACTUAL
GOAL
ACTUAL
GOAL
ACTUAL
GOAL
ACTUAL
GOAL
ACTUAL
GOAL
ACTUAL
GOAL
ACTUAL
GOAL
ACTUAL
GOAL
ACTUAL

PREPARED BY

SIGN

APPROVED BY

SIGN

KPI

(SCOR CARD)

50%

85%

90%

95%

63%

94%

96%

98%

0%

80%

85%

90%

35

125

82

55

13

45

30

25

20

SCM

$50M

(P)
(A)

(D)

(C)

HR

()
()

()


IBM1995

1910
eBay

Yahoo

!
! ,

---

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