Measuring Success Bringing the Balanced Scorecard to Life

微軟平衡計分卡架構 Measuring Success Bringing the Balanced Scorecard to Life 微軟技術顧問服務部 Laura Huang 黃淑翠 www. cnshu. cn 精品�料网

Agenda l l l l 平衡計分卡 Balanced Scorecard (BSC) 建構績效管理制度與平衡計分卡 執行的障礙與困難點 微軟平衡計分卡架構 Demo-Microsoft BSC Toolkit Case Study Q&A www. cnshu. cn 精品�料网

“If you can’t measure it, you can’t manage it. ” 若您無法衡量企業經營績效 您便無法有效管理企業 Robert Kaplan and David Norton Authors of “The Balanced Scorecard” www. cnshu. cn 精品�料网

平衡計分卡的發展史 衡量的方法 整合與溝通 企業策略管理 1996 2000 1992 Articles in Harvard Business Review: l “The Balanced Scorecard – Measures that Drive Performance”, Jan-Feb 1992 l “Putting the Balanced Scorecard to Work”, Sept-Oct 1993 l “Using the Balanced Scorecard as a Strategic Management System”, Jan-Feb 1996 l “Having Trouble With Your Strategy? Then Map It”, Sept-Oct 2000 www. cnshu. cn 精品�料网 Recognized by the Harvard Business Review as one of the “most important management practices of the past 75 years. “

BSC 的四個構面 衡量過去努力成果 “To succeed Objectives financially, how should we appear to our shareholders? ” Measures Targets Initiatives 財務 有關重大企業流程, 創新能力, 學習及成長的內部衡量 股東與顧客的外界衡量 “To achieve Objectives our vision, how should we appear to our customers? ” Measures Targets Initiatives Vision and Strategy 顧客 “To achieve our vision, Objectives how will we sustain our ability to change and improve? ” Measures Targets “To satisfy our Objectives shareholders and customers, what business processes must we excel at? ” Measures Targets Initiatives 內部流程 Initiatives 學習與成長 驅動未來績效 Source: The Balanced Scorecard Collaborative www. cnshu. cn 精品�料网

策略地圖 & 因果關係 Increase Sales Efficiency 50% Revenue from New Stores by Year 3 Revenue from new stores Avg. # of days to break even % revenue from stores opened in last 3 years Customer Perspective Operational Perspective Employees & Technology Perspective Cause & Effect Financial Perspective Theme: Smart, Profitable Expansion Revenue per FTE Great New Locations Avg daily customers at new stores in first 6 months # repeat customers Avg purchase amount Fact-based site selection Lag between market selection and site acquisition Business Intelligence Use # Eligible employees trained www. cnshu. cn 精品�料网 Development Project Management Project duration: site acquisition to opening day % of stores opened on schedule Corporate Digital Nervous System

各事業體 Strategy & BSC的連結 Group Balanced Scorecard SBU 1 SBU 2 SBU 3 SBU Scorecards Sales Data Customer Service Reports Competitive Data www. cnshu. cn 精品�料网 Market Data Metrics Warehouse Personnel Records Intranet Links Survey & Other Ad Hoc Data

事業體 Strategy & BSC的連結 Step 2. SBU BSC Step 1. 公司或集團 BSC consistent with the corporate strategies 公司或集團 overall strategies SBU A SBU B SBU C Support Functions Step 3. Support Unit BSC support the internal customers www. cnshu. cn 精品�料网 Step 4. Dept, Team, Individuals Dept, team, individuals BSC

有效執行策略的四項障礙 The Vision Barrier Only 5% of the work force understands the strategy The People Barrier Only 25% of managers have incentives linked to strategy The Management Barrier 9 of 10 companies fail to execute strategy The Resource Barrier 60% of organizations Don’t link budgets to strategy Source: Fortune www. cnshu. cn 精品�料网 85% of executive teams spend less than one hour per month discussing strategy

成功關鍵因素 企業領導者的帶動 動員企業作改變 將策略轉換成 作業條例 - Mobilization - Strategic Management - Strategy maps - Balanced Scorecard - Integrate operational tools 擬定策略是 持續性的過程 - Learning organization - Analytics and IS - Link budgets & strategy 將企業組織與策略 緊密聯繫 擬定策略成為 每個人的職責 - Corporate role - Business unit synergies - Support unit synergies - Strategic awareness - Personal scorecard & compensation www. cnshu. cn 精品�料网

® Microsoft www. cnshu. cn 精品�料网 BSC framework

Scoreboard 平衡計分卡摘要 www. cnshu. cn 精品�料网

Demo. Microsoft BSC Toolkit www. cnshu. cn 精品�料网

BSC Framework Technology l l Education on Best Practices 適合不同Users 不同的 View Ø Ø l Business users Light technical people BI developers Web developers 系統需求 Windows 2000 Server Ø SQL Server 2000 Ø Share. Point Portal Server Ø Office XP www. cnshu. cn 精品�料网 Ø

Case Study www. cnshu. cn 精品�料网

Microsoft Scorecard Portal HTML Foundation Knowledge Base www. cnshu. cn 精品�料网

Collaborative Interface Key Metrics Strategic Initiative Discussions www. cnshu. cn 精品�料网 Drill Down Detail

Case Study: Organization l l l Real Estate Investment Trust (REIT) 員 人數: 1600 每年收入: $1. 3 billion Business challenges l l 沒有辦法衡量 Business 的 Opportunity & 預估年收入 內部網站的低使用率, 知識沒有辦法傳承 www. cnshu. cn 精品�料网

Results: Rapid adoption without training Solution l l l Revenues 每年收入up by over $15 million Microsoft Digital Dashboard Resource Kit 2. 2 SQL Server 2000 Data Transformation Services and Analysis Services Integrated parts of existing intranet into the Digital Dashboard Rapid, widespread adoption by non-technical users Over $2, 000 in incremental revenue in the first two months www. cnshu. cn 精品�料网

Who Is Implementing BSC? l Gartner Group predicts that more than 40% of the Global 2000 will be utilizing the BSC by 2003 l If your organization is not talking about the BSC, it probably will be soon! www. cnshu. cn 精品�料网

Balanced Scorecard Resources To locate a partner who can help with Microsoft BSC solutions: To learn about the Share. Point Portal Quick. Start Program: Microsoft Certified Providers Directory http: //mcspreferral. microsoft. com/ Microsoft Consulting Services http: //www. microsoft. com/BUSINESS/services/mcs. asp For information about the Balanced Scorecard: The Balanced Scorecard Collaborative: http: //www. bscol. com The Balanced Scorecard Institute http: //www. balancedscorecard. org Share. Point Portal Quick. Start Information http: //www. microsoft. com/business/services/quickstartsps. asp For information on the various software packages in the Framework: SQL Server 2000 www. microsoft. com/sql/default. asp Share. Point Portal Server www. microsoft. com/sharepoint/portalserver. asp Microsoft Office XP www. microsoft. com/office Microsoft Data Analyzer www. microsoft. com/dataanalyzer www. cnshu. cn 精品�料网

Realizing Your Business Potential Processes Technology Strategy www. cnshu. cn 精品�料网