Kpi

BSC

103.08.25--
Chanrs@ms68.hinet.net
0955-268997
http://mypaper.pchome.com.tw/chanrs

MTP

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--

)(

()

()

)(

()

( 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
100%

B5353.5
95%

C5554.8
90%

D5253
90%

,
:

:
~

~ - , ,



:

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


S.
M.

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

:2013 4 8

KPI

()

68%

85%

83%

16500

87%

96%

95%

25510


KPI-Key Performance Index
1.

2.

3.

4.KPI

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%

XXXX

/
/

XX
XX

()

()

()
OEM ODM

()

-1

()

()

()

()

()

()

()

BSC

FIT

-2

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

()
()

()