平衡记分卡BalancedScorecard概论.docx

1、平衡记分卡BalancedScorecard概论平衡记分卡(Balanced Scorecard)概要客户客户满意度学习与成长雇员满意度-团队精神-信息利用程度MISSIONTo provide acquisition and assistance services to support accomplishment of the Departmenfs programmatic goals and objectivesVISIONTo deliver on a timely basis the best value product or service to our customers wh

2、ile maintaining the publics trust and fulfilling public policy objectives STRATEGYTo change the present systems culture, management systems, and line processes consistent with the principles of Quality Management, in order to establish and maintain: a customer focus, a sense of urgency, continuous a

3、nd breakthrough process improvement, and an emphasis on resultsBALANCED SCORECARD PERSPECTIVES AND OBJECTIVESKINA NCULCUSTOMER-Customer SatisfactionCORE85% customer satisfaction rating in 1998(90% in 1999, 95% in 2000)Customer Satisfaction IndexData Source: Customer Climate SurveyAlso, documented re

4、sults from formal Baldrige, Presidential or Energy QualityAward Self-Assessments and Site Visit EvaluationsElements:Timeliness: Extent of customer satisfaction with timeliness of procurement processing; planning activities; and on-going communicationsQuality: Extent of customer satisfaction with the

5、 quality of procurement servicesCommunications: Extent to which procurement communicates accurate information which impacts the work of mv organizationOBJECTIVEMEASURE NATIONAL TARGETCustomer Satisfaction (Cont.)OPTIONALData Source:Real-time Transactional Survey(if appropriate)Elements Men it:Schedu

6、leCostBest ValuePerformance against standard/commitmentOverall Satisfaction(Appropriate targets will be negotiated between the Cognizant DOE Contracting Officer and the contractor purchasing organization)INTERNAL BUSINESS PROCESS PERSPECTIVEINTERNAL BUSINESS PROCESSES -Effective Internal Controls Ef

7、fective Supplier Management -Effective Utilization of AlternateProcurerment Approaches -Streamlined Processes -Acquisition Process -Good Corporate Citizenship throughPurchasingOBJECTIVE MEASURE NATIONAL TARGETEffective Internal ControlsData Source: Transactional review of purchasing files, review bo

8、ards and Local Purchasing Information Systems (LPIS)Core:% of systems in full compliance with stakeholder requirements (e.g，applicable laws, regulations, terms and conditions of contracts, ethics, etc.) based on self-assessment and subject to fatal flaw considerationsMeets or exceeds expectationsEff

9、ective Supplier Management Data Source: LPISCore:% Deliveiy on-time85% on-time delivery (includes JIT)Optional:Supplier SatisfactionPrequalified suppliers as a % of all suppliers Rejection rates due to non-conformance to contract requirementsEffective Utilization of AlternateProcurement ApproachesDa

10、ta Source: LPISCore:Optimum % of transactions placed by users (JIT, Procurement Card, etc. divided by the sum of total transactions)Optional:% utilization of ICPT and other leveraged purchases% of RFPs over $100K issued electronically(Appropriate targets will be negotiated between the Cognizant DOE

11、Contracting Officer and the contractor purchasing organization)Streamlined Processes Data Source: LPISAcquisition Process Data Source: LPISGood Corporate Citizenship through PurchasingData Source: Local goals as negotiated with cognizant DOE officeCore:Number of critical processes reengineered/ rede

12、signed, or re-validatedOptional:% purchase action utilization of Electronic CommerceCore:Average cycle time (exception: Procurement Card)Optional:Average cycle time($100,000)Core:% of economic and social diversity and local participation program goals achieved, including:SB and SDB GoalsRegional/Loc

13、al Outreach/SupportGood Neighbor ProgramTwo annually20 days cycle time (CAPS)Specific negotiations with local DOE OfficeBALANCED SCORECARD PERSPECTIVES AND OBJECTIVES(Appropriate targets will be negotiated between the Cognizant DOE Contracting Officer and the contractor purchasing organization.)90%

14、aligned90% of work groups have the data they need to do their jobsEmployee SatisfactionData Source: Employee Climate Survey Also, documented results from formal Baldrige, Presidential or Energy Quality Award Self-Assessments and Site Visit EvaluationsEmployee AlignmentData Source: Employee Performan

15、ce Appraisals and Local Purchasing Information Systems as appropriateInformation AvailabilityLocal Purchasing Information Systems as appropriateCore:Employee Satisfaction IndexEmployee Satisfaction Index includes data from employee survey, focus groups, absenteeism, and voluntary terminationsCore:Em

16、ployee Alignment % of employees whose actual performance is aligned with Key Success FactorsCore:Information Availability MeasureThis is a measure of useful information (e.g., policies, procedures, operational reports) available to employeesOptimum Cost Efficiency ofPurchasing OperationsData Source: Local Purchasing Information Systems.Core:Cost to Spend Ratio： Purchasing Operation operating costs (labor plus overhead) divided by purchasing obligations(Appropriate targets will be negotiated between the Cognizant DOE Contracting Officer and the contractor purchasing organizational)