平衡记分卡(BalancedScorecard)概要

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1、平衡记分卡（BalancedScorecard）概要企业资源管理研究中心（AMT）整理学习与成长-雇员满意度-团队精神-信息利用程度财务-成本最优使命愿景战略客户-客户满意度内部运营流程-有效的内部控制-有效的供应商管理-综合利用多种获得资源的途径-流程不断改进平衡记分卡的目标与衡量方法MISSIONToprovideacquisitionandassistanceservicestosupportaccomplishmentoftheDepartment'sprogrammaticgoalsandobjectives.STRATEGYTochangethepresentsy

2、stem'sculture,managementsystems,andlineprocessesconsistentwiththeprinciplesofQualityManagement,inordertoestablishandmaintain:acustomerfocus,asenseofurgency,continuousandbreakthroughprocessimprovement,andanemphasisonresults.VISIONTodeliveronatimelybasisthebestvalueproductorservicetoourcustom

3、erswhilemaintainingthepublic'strustandfulfillingpublicpolicyobjectives.CUSTOMER-CustomerSatisfactionCUSTOMERPERSPECTIVEA-6CustomerSatisfactionCORECustomerSatisfactionIndexDataSource:CustomerClimateSurveyAlso,documentedresultsfromformalBaldrige,PresidentialorEnergyQualityAwardSelf-Assessment

4、sandSiteVisitEvaluationsElements:Timeliness:Extentofcustomersatisfactionwithtimelinessofprocurementprocessing;planningactivities;andon-goingcommunicationsQuality:ExtentofcustomersatisfactionwiththequalityofprocurementservicesCommunications:Extenttowhichprocurementcommunicatesaccurateinforma

5、tionwhichimpactstheworkofmyorganization85%customersatisfactionratingin1998(90%in1999,95%in2000)CUSTOMERPERSPECTIVEOBJECTIVEMEASURENATIONALTARGETA-7CUSTOMERPERSPECTIVEOBJECTIVEMEASURENATIONALTARGET(AppropriatetargetswillbenegotiatedbetweentheCognizantDOEContractingOfficerandthecontractorpurc

6、hasingorganization)CustomerSatisfaction(Cont.)OPTIONALDataSource:Real-timeTransactionalSurvey(ifappropriate)ElementsMenu:ScheduleCostBestValuePerformanceagainststandard/commitmentOverallSatisfactionA-8INTERNALBUSINESSPROCESSES-EffectiveInternalControls-EffectiveSupplierManagement-EffectiveU

7、tilizationofAlternateProcurermentApproaches-StreamlinedProcesses-AcquisitionProcess-GoodCorporateCitizenshipthroughPurchasingINTERNALBUSINESSPROCESSPERSPECTIVEA-13EffectiveInternalControlsDataSource:Transactionalreviewofpurchasingfiles,reviewboardsandLoc