什么是KPI&KPI的基本做法(4-1)
<span lang="EN-US" style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: 宋体; mso-hansi-font-family: '';"><p></p></span><p></p><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 宋体;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 宋体;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 宋体;"><strong><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">什么是</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">KPI(</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">关于</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">KPI</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">考核</span></strong><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">KPI</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">是现代企业中受到普遍重视的业绩考评方法。</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">KPI</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">可以使部门主管明确部门的主要责任，并以此为基础，明确部门人员的业绩衡量指标，使业绩考评建立在量化的基础之上。建立明确的切实可行的</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">KPI</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">指标体系是做好绩效管理的关键。</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">KPI</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">法符合一个重要的管理原理</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">--</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">“二八原理”。在一个企业的价值创造过程中，在在着“</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">20/80</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">”的规律，即</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">20%</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">的骨干人员创造企业</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">80%</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">的价值；而且在每一位员工身上“二八原理”同样适用，即</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">80%</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">的工作任务是由</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">20%</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">的关键行为完成的。因此，必须抓住</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">20%</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">的关键行为，对之进行分析和衡量，这样就能抓住业绩评价的重心。</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><br/></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;"> 一、</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song"></font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">建立关键业绩指标体系遵循的原则</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><br/></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;"> </span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">1</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">、</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">
</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">目标导向。即</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">KPI</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">必须依据企业目标、部门目标、职务目标等来进行确定。</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">2</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">、</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">
</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">注重工作质量。因工作质量是企业竞争力的核心，但又难以衡量，因此，对工作质量建立指标进行控制特别重要。</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">3</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">、</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">
</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">可操作性。关键业绩指标必须从技术上保证指标的可操作性，对每一指标都必须给予明确的定义，建立完善的信息收集渠道。</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song"> 4</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">、</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">
</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">强调输入和输出过程的控制。设立</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-fareast-font-family: 宋体;"><font face="宋体, MS Song">KPI</font></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: ' '; mso-hansi-font-family: ' '; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt;">指标，要优先考虑流程的输入和输出状况，将两者之间的过程视为一个整体，进行端点控制。</span></span></span></span>
[此贴子已经被作者于2008-3-20 10:25:17编辑过]
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