提取岗位KPI的方法(2)
<p><br/></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">分解、确定<span lang="EN-US">KPI</span>有一个重要的指导原则，即<span lang="EN-US">SMART</span>原则：<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">S</span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">代表<b style="mso-bidi-font-weight: normal;">具体<span lang="EN-US">(Specific)</span></b>，即指标要尽量做到具体，不能笼统模糊；<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">M</span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">代表<b style="mso-bidi-font-weight: normal;">可度量<span lang="EN-US">(Measurable)</span></b>，即指标要尽量量化，不能量化的就要细化，就是说指标不能用数字表现的就要把它分解到最小的具体组织单位；<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">A</span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">代表<b style="mso-bidi-font-weight: normal;">可实现<span lang="EN-US">(Achievable)</span></b>，即指标通过尽最大努力的情况下最终可以达成，避免设立无效目标；<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">R</span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">代表<b style="mso-bidi-font-weight: normal;">相关性<span lang="EN-US">(Relevant)</span></b>，即指标是明确的，保证与组织目标相关、一致；<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">T</span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">代表<b style="mso-bidi-font-weight: normal;">有期限<span lang="EN-US">(Timed)</span></b>，即指标必须在特定的期限内完成。<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">运用以上这两种方法，对<span lang="EN-US">KPI</span>进行分解并确定其维度后，即达成目标的关键指标确定以后，再进一步解析：⑴每个维度的内容；⑵怎样保证这些维度的目标能够实现；⑶每个维度目标实现的关键点在哪；⑷维度目标实现的标准。到这一步<span lang="EN-US">KPI</span>体系就基本上全面出来了。然而，这些指标可能数量上过多，或者数据获取成本过高，不利于执行，下一步我们要做的是筛选这些指标。<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24.1pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><b style="mso-bidi-font-weight: normal;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">筛选<span lang="EN-US">KPI</span>指标要点<span lang="EN-US"><p></p></span></span></b></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">1</span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">．单个<span lang="EN-US">KPI</span>指标都必须通过有效性测试，主要包括以下<span lang="EN-US">8</span>方面：<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 45pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level1 lfo1; tab-stops: list 45.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: Wingdings; mso-fareast-font-family: Wingdings; mso-bidi-font-family: Wingdings;"><span style="mso-list: Ignore;">l<span style="FONT: 7pt "";"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">可理解</span></b><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">：能被简单明了地交流，容易被执行者所接受和理解吗？<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 45pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level1 lfo1; tab-stops: list 45.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: Wingdings; mso-fareast-font-family: Wingdings; mso-bidi-font-family: Wingdings;"><span style="mso-list: Ignore;">l<span style="FONT: 7pt "";"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">可控制</span></b><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">：是否有直接的责任归属？能否被直接责任人基本控制？<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 45pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level1 lfo1; tab-stops: list 45.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: Wingdings; mso-fareast-font-family: Wingdings; mso-bidi-font-family: Wingdings;"><span style="mso-list: Ignore;">l<span style="FONT: 7pt "";"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">可实施</span></b><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">：是否可促使责任人采取行动来改进绩效？<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 45pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level1 lfo1; tab-stops: list 45.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: Wingdings; mso-fareast-font-family: Wingdings; mso-bidi-font-family: Wingdings;"><span style="mso-list: Ignore;">l<span style="FONT: 7pt "";"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">可信赖</span></b><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">：是否有稳定的数据来源和科学的数据处理方法来支持指标？<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 45pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level1 lfo1; tab-stops: list 45.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: Wingdings; mso-fareast-font-family: Wingdings; mso-bidi-font-family: Wingdings;"><span style="mso-list: Ignore;">l<span style="FONT: 7pt "";"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">可衡量</span></b><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">：是否能够量化？是否有可信的衡量标准或计算公式？<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 45pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level1 lfo1; tab-stops: list 45.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: Wingdings; mso-fareast-font-family: Wingdings; mso-bidi-font-family: Wingdings;"><span style="mso-list: Ignore;">l<span style="FONT: 7pt "";"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">可低成本获取</span></b><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">：获取数据的成本是否高于其带来的价值？<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 45pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level1 lfo1; tab-stops: list 45.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: Wingdings; mso-fareast-font-family: Wingdings; mso-bidi-font-family: Wingdings;"><span style="mso-list: Ignore;">l<span style="FONT: 7pt "";"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">与目标一致</span></b><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">：是否能与某个特定的战略目标相联系？<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 45pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 150%; mso-list: l0 level1 lfo1; tab-stops: list 45.0pt;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: Wingdings; mso-fareast-font-family: Wingdings; mso-bidi-font-family: Wingdings;"><span style="mso-list: Ignore;">l<span style="FONT: 7pt "";"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">与整个指标体系一致</span></b><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">：是否与企业中的上一层或下一层的指标相联系？<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">2</span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">．从时间、成本、质量等<span lang="EN-US">3</span>方面考虑，确保岗位<span lang="EN-US">KPI</span>指标构成的平衡。<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">3</span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">．要尽量避免一个<span lang="EN-US">KPI</span>体系中指标间矛盾与冲突，及防止两个指标间出现负相关的现象。<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">4</span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">．指标一般应当比较稳定，即如果业务流程基本未变，则关键指标的项目也不应有较大的变动，一般在<span lang="EN-US">3-5</span>项。<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">5</span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">．对关键业绩指标要进行规范定义，可以对每一<span lang="EN-US">KPI</span>指标建立“<span lang="EN-US">KPI</span>定义指标表”。例如一个完成的“产品退货率”指标应该确定的几个因素：<b style="mso-bidi-font-weight: normal;"><span lang="EN-US"><p></p></span></b></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">⑴评价标准，也可以叫做计算公式或考核方法：当月退货数量<span lang="EN-US">/</span>当月销售数量，每超过目标值<span lang="EN-US">0.1%</span>扣<span lang="EN-US">1</span>分；<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">⑵责任主体，也可以叫做考核对象：总监、经理或工程师；<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">⑶目标值，即是达成什么程度才算完成目标：<span lang="EN-US">1.5%</span>；<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">⑷数据来源，也就是考核本指标完成程度的数据由谁来提供：客户服务部；<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">⑸权重，即该指标对完成整体目标的重要程度，有当期考核中占多少分：<span lang="EN-US">10%</span>；<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">⑹考核周期，即考核的频率，就是多长时间考核一次：月度。<span lang="EN-US"><p></p></span></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;"><p> </p></span></p><p> </p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 仿宋_GB2312;">如此，一个岗位<span lang="EN-US">KPI</span>表就产生了。</span></p> <strong><font color="#0000ff">这帖子不错，收藏</font></strong> 谢谢分享！
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