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    美國卓越績(jì)效評價(jià)準則（中英文對照版）-6過(guò)程管理

    字體大?。?a href="javascript:setFontSize(16)" title="大號字體">大 | 中 | 小 2008-12-23 10:24 閱讀(5064) 評論(1) 分類(lèi)：卓越績(jì)效專(zhuān)題
    6 Process Management (85 pts.)
    6 過(guò)程管理（85分）
    The PROCESS Management Category examines HOW your organization determines its CORE COMPETENCIES and WORK SYSTEMS and HOW it designs, manages, and improves its KEY PROCESSES for implementing those WORK SYSTEMS to deliver CUSTOMER VALUE and achieve organizational success and SUSTAINABILITY. Also examined is your readiness for emergencies.
    過(guò)程管理類(lèi)目檢查組織如何確定核心競爭力和工作系統，如何設計、管理和改進(jìn)關(guān)鍵過(guò)程來(lái)保證工作系統的實(shí)施，從而為顧客創(chuàng )造價(jià)值并達成組織的成功和可持續發(fā)展。同時(shí)也檢查組織應對突發(fā)事件的能力。
    6.1Work Systems Design: How do you design your work systems? (35 points) Process
    6.1 工作系統的設計：組織如何設計工作系統？（35分）                     過(guò)程
    Describe HOW your organization determines its CORE COMPETENCIES and designs its WORK SYSTEMS and KEY PROCESSES to deliver CUSTOMER VALUE, prepare for potential emergencies, and achieve organizational success and SUSTAINABILITY.
    說(shuō)明組織如何確定其核心競爭力和設計工作系統和關(guān)鍵過(guò)程，以實(shí)現為顧客創(chuàng )造價(jià)值、應對潛在的突發(fā)事件，以及達成組織的成功和可持續發(fā)展。
    Within your response, include answers to the following questions:
    在報告中，要答復以下問(wèn)題：
    a. CORE COMPETENCIES
    a. 核心競爭力
    (1) HOW does your organization determine its CORE COMPETENCIES? What are your organizationsCORE COMPETENCIES and how do they relate to your MISSION, competitive environment, and ACTION PLANS?
     (1)組織如何確定其核心競爭力？組織的核心競爭力是什么？其與組織的使命、競爭環(huán)境和行動(dòng)計劃如何關(guān)聯(lián)？
    (2) HOW do you design and innovate your overall WORK SYSTEMS? HOW do you decide which PROCESSES within your overall WORK SYSTEMS will be internal to your organization (your KEY work PROCESSES) and which  will use external resources?
    (2) 組織如何設計和創(chuàng )新整個(gè)工作系統？組織如何確定整個(gè)工作系統中哪些過(guò)程屬于內部的（組織的關(guān)鍵工作過(guò)程），哪些需要使用外部資源？
    b.Work PROCESS Design
    b.工作過(guò)程設計
     (1)What are your organizationsKEY work PROCESSES? How do these KEY work PROCESSES relate to your CORE COMPETENCIES ? How do these PROCESSES contribute to delivering CUSTOMER VALUE, profitability, organizational success, and SUSTAINABILITY?
     (1)組織的關(guān)鍵工作過(guò)程是什么？這些關(guān)鍵工作過(guò)程如何與組織的核心競爭力相關(guān)聯(lián)？對于為顧客創(chuàng )造價(jià)值、盈利、組織的成功和可持續發(fā)展，這些過(guò)程是如何做出貢獻的？
    (2) HOW do you determine KEY work PROCESS requirements, incorporating input from CUSTOMERS, suppliers,PARTNERS, and COLLABORATORS, as appropriate? What are the KEY requirements for these PROCESSES?
     (2) 組織如何結合來(lái)自顧客、供應商、合作伙伴和協(xié)作者（適用時(shí)）的輸入來(lái)確定關(guān)鍵工作過(guò)程的要求？這些過(guò)程的關(guān)鍵要求是什么？
    (3) HOW do you design and innovate your work PROCESSES to meet all the KEY requirements? HOW do you incorporate new technology, organizational knowledge, and the potential need for agility into the design of these PROCESSES? HOW do you incorporate CYCLE TIME, PRODUCTIVITY, cost control, and other efficiency and EFFECTIVENESS factors into the design of these PROCESSES?
    (3)組織如何設計和創(chuàng )新工作過(guò)程以滿(mǎn)足所有關(guān)鍵要求？如何將新技術(shù)、組織的知識和對敏捷性的潛在要求融合到這些過(guò)程的設計中？如何將周期時(shí)間、生產(chǎn)率、成本控制和其他效率和有效性因素融合到這些過(guò)程的設計中？
    c.Emergency Readiness
    c.突發(fā)事件應對
    HOW do you ensure WORK SYSTEM and workplace preparedness for disasters or emergencies? HOW does your disaster and emergency preparedness system consider prevention, management, continuity of operations,and recovery?
    組織如何確保在災害或緊急情況下工作系統和工作場(chǎng)所有足夠的準備？組織的災害和應急準備系統如
    何考慮預防、管理、經(jīng)營(yíng)的持續性、恢復等要求？
    Notes:
    注解：
    N1. Core competencies– (6.1a) refers to your organizations areas of greatest expertise. Your organization core competencies are those strategically important capabilities that provide an advantage in your marketplace or service environment. Core competencies frequently are challenging for competitors or suppliers and partners to imitate and provide a sustainable competitive advantage.
    N1. “核心競爭力”(6.1a）指組織*顯著(zhù)專(zhuān)長(cháng)的領(lǐng)域。核心競爭力是那些使組織在所處的市場(chǎng)或服務(wù)環(huán)境中保持優(yōu)勢的具有戰略重要性的能力，其通常是那些競爭者或供應商和合作伙伴不易模仿、能給組織提供一個(gè)可持續競爭優(yōu)勢的能力。
    N2. Work systems– refers to how the work of your organization is accomplished. Work systems involve your workforce, your key suppliers and partners, your contractors, your collaborators, and other components of the supply chain needed to produce and deliver your products, services, and business and support processes. Your work systems coordinate the internal work processes and the external resources necessary for you to develop, produce, and deliver your products and services to your customers and to succeed in your marketplace.
    N2.“工作系統”指組織的工作是如何實(shí)現的。工作系統包括組織的員工、關(guān)鍵供應商和合作伙伴、承包人、協(xié)作者、以及與生產(chǎn)和交付組織產(chǎn)品和服務(wù)相關(guān)的供應鏈的其它環(huán)節、業(yè)務(wù)和支持過(guò)程。組織的工作系統應協(xié)調內部的工作過(guò)程和外部的資源需求，以為顧客開(kāi)發(fā)、生產(chǎn)和交付產(chǎn)品和服務(wù)，并獲得在所在市場(chǎng)的成功。
    N3. Your key work processes (6.1b[1]) are the processes that involve the majority of your organization workforce and produce customer, stakeholder, and stockholder value. Your key work processes are your most important product and service design and delivery, business, and support processes.
    N3. 組織的關(guān)鍵工作過(guò)程(6.1b[1])是指那些多數員工參與，能為顧客、股東和利益相關(guān)者創(chuàng )造價(jià)值的過(guò)程，是組織*重要的產(chǎn)品和服務(wù)的設計和交付過(guò)程、業(yè)務(wù)過(guò)程和支持過(guò)程。
    N4. Disasters and emergencies (6.1c) might be weather-related, utility-related, security-related, or
    due to a local or national emergency, including potential pandemics such as an avian flu outbreak. Emergency considerations related to information technology should be addressed in Item 4.2.
    N4. 災害和緊急情況（6.1c）可包括氣候相關(guān)的、公用事業(yè)相關(guān)的、安全相關(guān)的、或區域性和全國性的突發(fā)事件，包括潛在的疾病，如禽流感的爆發(fā)。與信息技術(shù)相關(guān)的突發(fā)事件應對考慮應在4.2條款中說(shuō)明。
    6.2Work Process Management and Improvement: How do you manage  and improve your key organizational work processes? (50 points)                         Process
    6.2 工作過(guò)程的管理與改進(jìn)：如何管理與改進(jìn)組織的關(guān)鍵工作過(guò)程。（50分）      過(guò)程                                                   
    Describe HOW your organization implements, manages, and improves its KEY work PROCESSES to deliver CUSTOMER VALUE and achieve organizational success and SUSTAINABILITY.
    說(shuō)明組織如何實(shí)施、管理與改進(jìn)關(guān)鍵工作過(guò)程以為顧客創(chuàng )造價(jià)值和達到組織的成功與可持續性。
    Within your response, include answers to the following questions:
    在報告中，要答復以下問(wèn)題：
    a.Work PROCESS Management
    a. 工作過(guò)程管理
    (1) HOW do you implement your work PROCESSES to ensure that they meet design requirements? HOW does your subsequent day-to-day operation of these PROCESSES ensure that they meet KEY PROCESS requirements? HOW is CUSTOMER, supplier, PARTNER, and COLLABORATOR input used in managing these PROCESSES, as appropriate? What are your KEY PERFORMANCE  MEASURES or INDICATORS and in-process MEASURES used for the control and improvement of your work PROCESSES?
     (1)組織如何實(shí)施工作過(guò)程以確保滿(mǎn)足設計要求？如何確保這些過(guò)程的日常運作能滿(mǎn)足關(guān)鍵的過(guò)程要求？組織如何應用顧客、供應商、合作伙伴、協(xié)作者的輸入來(lái)管理這些過(guò)程（適用時(shí)回答）？用于控制和改進(jìn)工作過(guò)程的關(guān)鍵績(jì)效測量項目、指標以及過(guò)程測量項目是什么？
    (2) HOW do you minimize overall costs associated with inspections, tests, and PROCESS or PERFORMANCE audits,as appropriate? HOW do you prevent defects, service errors, and rework and minimize warranty costs or CUSTOMERS PRODUCTIVITY losses, as appropriate?
     (2)組織如何將檢驗、試驗、過(guò)程或績(jì)效審核所需的總費用減至*少（適用時(shí)回答）？如何防止缺陷、服務(wù)差錯、返工，以及如何將保修成本或者顧客的生產(chǎn)率損失減至*少（適用時(shí)回答）？
    b.Work PROCESS Improvement
    b.工作過(guò)程改進(jìn)
    HOW do you improve your work PROCESSES to achieve better PERFORMANCE, to reduce variability, to improve products and services, and to keep the PROCESSES current with business needs and directions? HOW are improvements and lessons learned shared with other organizational units and PROCESSES to drive organizational LEARNING and INNOVATION?
    組織如何改進(jìn)工作過(guò)程以實(shí)現更好的績(jì)效、減少波動(dòng)性、改善產(chǎn)品和服務(wù)并使之與經(jīng)營(yíng)需要和發(fā)展方向保持同步？改進(jìn)和教訓的經(jīng)驗如何與其它的組織單位和過(guò)程分享，以推動(dòng)組織的學(xué)習和創(chuàng )新？
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