buisness result

8/9/2019 Buisness Result

1/22

Business Result


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Results

Financial andMarket Results

Financial andMarket Results

Human ResourceResults

Human ResourceResults

OrganizationalEffectiveness

Results

OrganizationalEffectivenessResults

Governance andSocial Responsibility

Results

Governance andSocial ResponsibilityResults

Customer-FocusedResults

Customer-FocusedResults

Product andService Results

Product andService Results


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7 Business Result (450 poin)Hasil-hasil yg berkaitan dengan :

7.1 Customer Focused Results7.2 Product and Service Results

7.3 Finance and Market Results

7.4 HR Results

7.5 Organizational Effectiveness Results7.6 Governance and Social Responsibility Results


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7.1 Customer Focused Results

Rangkumlah HASIL-HASIL UTAMA fokuspada PELANGGAN Organisasi Andatermasuk di dalamnya kepuasanPELANGGAN dan NILAI-NILAI yangdipersepsikan PELANGGAN.SEGMENTASIKAN HASIL-HASIL tersebutsesuai SEGMEN PELANGGAN dan pasar.Masukkan di dalamnya data-datapembanding yang sesuai.


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a. Customer-Focused RESULTS

(1) What are your current LEVELS and TRENDS in

KEY MEASURES or INDICATORS of

CUSTOMER satisfaction and dissatisfaction?

HOW do these compare with competitorsLEVELS of CUSTOMER satisfaction?


KEY MEASURES or INDICATORS of customer-

perceived VALUE, including CUSTOMER

loyalty and retention, positive referral, and other

aspects of building relationships with

CUSTOMERS, as appropriate?

7.1 Customer Focused Results


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7.2 Product and Service ResultsRangkumlah HASIL-HASIL KINERJAproduk dan layaan. SEGMENTASIKAN

HASIL-HASIL tersebut berdasarkankelompok produk, kelompokPELANGGAN dan segmen pasar.Masukkan di dalamnya data-data

pembanding yang sesuai.


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a. Product and Service RESULTS

What are your current LEVELS and TRENDS in

KEY MEASURES or INDICATORS of product

and service PERFORMANCE that are important

to your CUSTOMERS ?

HOW do these RESULTS compare with yourcompetitors PERFORMANCE ?

7.2 Product and Service Results


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Rangkumlah HASIL-HASIL UTAMA

KINERJA keuangan dan pasarberdasarkan SEGMEN pasar.Masukkan di dalamnya data-data

pembanding yang sesuai.


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a. Financial and Market RESULTS

(1) What are your current LEVELS and TRENDS

in KEY MEASURES or INDICATORS of

financial PERFORMANCE, including

aggregate MEASURES of financial return and

economic VALUE, as appropriate ?

(2) What are your current LEVELS and TRENDS

in KEY MEASURES or INDICATORS ofmarketplace PERFORMANCE, including

market share or position, business growth,

and new markets entered, as appropriate ?



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7.4 HR Results

Rangkumlah HASIL-HASIL UTAMA sumberdaya manusia, termasuk KINERJA SISTEMKERJA dan pembelajaran, pengembangan,kesejahteraan, dan kepuasan pekerja.

Kelompokkan HASIL-HASIL sesuaikeberagaman tenaga kerja dan berbagaikategori serta tipe pekerja. Masukkan di

dalamnya data-data pembanding yangsesuai.


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a. Human Resource RESULTS


KEY MEASURES or INDICATORS of WORK

SYSTEM PERFORMANCE and effectiveness?


KEY MEASURES of employee LEARNING and

development ?

(3) What are your current LEVELS and TRENDS inKEY MEASURES or INDICATORS of employee

well-being, satisfaction, and dissatisfaction?

7.4 HR Results


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7.5 Organizational Effectiveness Results

Rangkumlah HASIL-HASIL KINERJAoperasional yang UTAMA yang memberikankontribusi kepada pencapaian efektifitasOrganisasi.

SEGMENTASIKAN HASIL-HASIL sesuaikelompok produk dan SEGMEN pasar.

Masukkan di dalamnya data-datapembanding yang sesuai.


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7.5 Organizational Effectiveness Results

a. Organizational Effectiveness RESULTS

(1) What are your current LEVELS and TRENDS in KEY

MEASURES or INDICATORS of the operational

PERFORMANCE of your KEY VALUE CREATION

PROCESSES? Include PRODUCTIVITY, CYCLE TIME,

supplier and partner PERFORMANCE, and other appropriateMEASURES of effectiveness and efficiency.

(2) What are your current LEVELS and TRENDS in KEY

MEASURES or INDICATORS of the operational

PERFORMANCE of your KEY support PROCESSES? Include

PRODUCTIVITY, CYCLE TIME, supplier and partnerPERFORMANCE, and other appropriate MEASURES of

effectiveness and efficiency.

(3) What are your RESULTS for KEY MEASURES or

INDICATORS of accomplishment of organizational strategy and

ACTION PLANS?


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7.6 Governance and Social Responsibility

Results

Rangkumlah HASIL-HASIL UTAMA

TATAKELOLA dan tanggung jawab sosialorganisasi Anda, termasuk buktiakuntabilitas fiskal, perilaku etis, ketaatanhukum, dan sebagai anggota Organisasi.

Kelompokkan HASIL-HASIL sesuai unit-unitbisnis. Masukkan di dalamnya data-datapembanding yang sesuai.


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a. GOVERNANCE and Social Responsibility RESULTS

(1) What are your KEY current findings and TRENDS in

KEY MEASURES or INDICATORS of fiscal

accountability, both internal and external, as

appropriate?(2) What are your RESULTS for KEY MEASURES or

INDICATORS of ETHICAL BEHAVIOR and of

STAKEHOLDER trust in the GOVERNANCE of your

organization?(3) What are your RESULTS for KEY MEASURES or

INDICATORS of regulatory and legal compliance ?

(4) What are your RESULTS for KEY MEASURES or

INDICATORS of organizational citizenship in support of

your KEY communities?

7.6 Governance and Social Responsibility Results


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Faktor Penting

Business Result

Tracking of levels and trendsTracking of levels and trends

Linked to organization-levelLinked to organization-level

information and analysesinformation and analyses

Use of comparisons/benchmarksUse of comparisons/benchmarks ActionableActionable


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IndikatorIndikator

Business ResultBusiness Result

Tied toTied to customer requirementscustomer requirements

key processeskey processes

product/service performanceproduct/service performance strategy and action plansstrategy and action plans

human resource needshuman resource needs

financial and marketplace measuresfinancial and marketplace measures

governance and social responsibilitiesgovernance and social responsibilities


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Manajemen ProsesBeberapa informasi yang

dapat ditangkap a.l : Business

ProcessesandPerformanceRequirements

SupportProcessesandPerformanceRequirement

Design Coordinationand Testing

Production/DeliveryProcesses and

Requirements

ProcessPerformance

Inspections, Audits


19/22

1997 1998 1999 2000 2001 2002 200370

75

80

85

90

95

100

%With

outDefects

Benchmark

Applicant

Comp

etitor

A

Compet

itorB

Source --Total QualityInc. -- 2003 -- www.BestProcess.com

IndustryAverage

Best

Competitor

World-ClassBenchmark

Improvement

7.1a-1: Service/Product Defect Levels


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1997 1998 1999 2000 2001 2002 2003

0

20

40

60

80

100

Benchmark Applicant Competitor A Competitor B

%Withou

tDef e

cts

Source -- Total QualityInc. -- 2003 www.BestProcess.com

IndustryAverage

Best

Competitor

World-Class

Benchmark

Improvement



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YearWorld-ClassBenchmarkApplicant

Competitor ACompetitor B

1997 97.5 85.7 75

1998 97.6 90.7 77.5

1999 97.7 93.3 80 71

2000 96.9 95 82.5 74

2001 97.7 95.3 85 76.7

2002 97.9 95.4 87.5 78

2003 98 95.8 90 84

% Without Defects

Source -- Total QualityInc. -- 2003 www.BestProcess.com

Note: 2003 Industry Average = 25% Defective



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