第八讲：以顾客为中心的机构：.pptVIP

Avoiding Pitfalls避开陷阱 Measures that don’t focus on strategy 评估偏离策略的事情 No accountability 无问责性 Too many initiatives 计划太多 Forgetting larger organizational 忽略了更重要的机构驱动因子 drivers Lack of discipline 无纪律 Insulating researchers and managers 在学术沟通问题上与研究及管理 from scholarly communication issues 人员缺乏沟通 No action without a plan, no plan without data 无计划，无行动；无数据，无计划 c Rick Luce, HKUL, May 2009 c 第二十八页，共三十七页。 Customer focus: 以客为先 Satisfaction, loyalty, value-added 满意度，忠诚度，为顾客创造价值 2. Product quality: 产品质量 E.g., accessibility, usability, accuracy, completeness 例如：可及性，可用性，准确性，完整性 3. Operational process performance: 运作流程绩效 Productivity, competitiveness, cycle time 生产力，竞争力，周期 Business Scorecard - Desired Business Results企业记分卡–期望的经营结果 c Rick Luce, HKUL, May 2009 c 第二十九页，共三十七页。 4. High performance workforce: 高绩效员工 Organization performance assessment, formal process changes, employee satisfaction 机构绩效评估，规范流程的转变，员工满意度 5. Prestigious reputation -- output results 声誉–输出结果 Strategic performance results, benchmark results, external assessment scores 策略绩效结果，标竿结果，外部评核分数 Business Scorecard - Desired Business Results企业记分卡–期望的经营结果 c Rick Luce, HKUL, May 2000 c 第三十页，共三十七页。 A Tale of 2 Libraries: Budget Allocations $M c Rick Luce, HKUL, May 2000 c 第三十一页，共三十七页。 Payoff for Successful Quality Implementation c Rick Luce, HKUL, May 2000 c 第三十二页，共三十七页。 Principles for Successful Organizations成功机构的原则 Strong customer focus 强烈的顾客至上的信念 Effective leadership 有效的领导 Continuous improvement and learning 持续攺善和学习 Management by fact 基于事实的管理 Fast response 快捷的回应 Long-range view of the future 长远的观念 Results orientation 结果取向 c Rick Luce, HKUL, May 2009 c 第三十三页，共三十七页。 Any road will do if the destination is unknown路是人走出來的 The journey to truly superior performance is neither for the faint of heart nor for the impatient. 追求真正的优秀表现并非胆小怕事或无耐性者可为 The development of genuine expertise requires struggle, sacrifice, and honest, often painful self-assessment. 名符其实的专业发