Διοίκηση Απόδοσης Επιχειρηματικών Διαδικασιών Ενότητα #4: Core Competencies, Core Processes, Balanced Scorecard and 6Sigma Διδάσκων: Αγγελική Πουλυμενάκου Τμήμα: Διοικητικής Επιστήμης και Τεχνολογίας

Χρηματοδότηση Το παρόν εκπαιδευτικό υλικό έχει αναπτυχθεί στα πλαίσια του εκπαιδευτικού έργου του διδάσκοντα. Το έργο «Ανοικτά Ακαδημαϊκά Μαθήματα στο Οικονομικό Πανεπιστήμιο Αθηνών» έχει χρηματοδοτήσει μόνο τη αναδιαμόρφωση του εκπαιδευτικού υλικού. Το έργο υλοποιείται στο πλαίσιο του Επιχειρησιακού Προγράμματος «Εκπαίδευση και Δια Βίου Μάθηση» και συγχρηματοδοτείται από την Ευρωπαϊκή Ένωση (Ευρωπαϊκό Κοινωνικό Ταμείο) και από εθνικούς πόρους. 2

Άδειες Χρήσης Το παρόν εκπαιδευτικό υλικό υπόκειται σε άδειες χρήσης Creative Commons. 3

Core Competencies of a corporation 4 A unique ability that a company acquires from its founders or develops and that cannot be easily imitated. Core competencies are what give a company one or more competitive advantages, in creating and delivering value to its customers in its chosen field. Also called core capabilities or distinctive competencies. ( Most significant value creating skills within the company Key areas of expertise Distinctive to the company and critical for its long-term growth

From core competencies to core products 5 Source : The core competence of the corporation, by Prahalad C.K. & Hamel G., Harvard Business Review, 2003

From core competencies to core products 6 Clarify core competencies - Articulate a strategic intent - Identify core competencies Build core competencies - Invest in needed technologies - Infuse resources throughout business units - Forge strategic alliances Cultivate a core-competency mind-set - Stop thinking of business units as sacrosanct - Identify projects and people who embody the firm’s core competencies - Gather managers to identify nextgeneration competencies

Generic core processes for an organization 7 Source : Process Re-engineering, Organizational Change and Performance Improvement, by Dutta S. and Manzoni J-F, McGraw-Hill International (UK), 1999

Core process map for Xerox 8 Source : Process Re-engineering, Organizational Change and Performance Improvement, by Dutta S. and Manzoni J-F, McGraw-Hill International (UK), 1999

Leveraging core processes for performance improvement 9 Source : Process Re-engineering, Organizational Change and Performance Improvement, by Dutta S. and Manzoni J-F, McGraw-Hill International (UK), 1999

What is Balanced Scorecard ? 10 The Balanced Scorecard is a strategic planning and management system used to align business activities to the vision and strategy of the organization by monitoring performance against strategic goals. Kaplan & Norton proposed a Balanced Scorecard that considered four types of measures: Financial Measures: how do we look to shareholders? Internal business measures: what must we excel at? Innovation and learning measures: can we continue to improve and create value? Customer measures: how do customers see us? Source: Business Process Change. A Guide for Business Managers and BPM and Six Sigma Professionals, p.115. Second edition, by Paul Harmon (Foreword by Tom Davenport), DBA Business Process Trends, 2007 Elsevier

Balanced Scorecard Framework (Kaplan & Norton) 11 source: Summary of the Balanced Scorecard Concepts.doc

Balanced Scorecard : Generic View 12 Source : Process Re-engineering, Organizational Change and Performance Improvement, by Dutta S. and Manzoni J-F, McGraw-Hill International (UK), 1999

Balanced Scorecard levels 1/2 13 Source : Process Re-engineering, Organizational Change and Performance Improvement, by Dutta S. and Manzoni J-F, McGraw-Hill International (UK), 1999

Balanced Scorecard levels 2(2) 14 Source : Process Re-engineering, Organizational Change and Performance Improvement, by Dutta S. and Manzoni J-F, McGraw-Hill International (UK), 1999

Balanced Scorecard : Linkages among aspects 15 Source : Process Re-engineering, Organizational Change and Performance Improvement, by Dutta S. and Manzoni J-F, McGraw-Hill International (UK), 1999

A Balanced Scorecard example 16

Balanced Scorecard Strategy Map 17

Department Level Scorecard Example 18

The Balanced Scorecard approach to strategy (Kaplan & Norton) 19 Source: Business Process Change. A Guide for Business Managers and BPM and Six Sigma Professionals, Second edition, by Paul Harmon (Foreword by Tom Davenport), DBA Business Process Trends, 2007 Elsevier

Balanced Scorecard (Tatikonda & Tatikonda) 20

Balanced Scorecard - Generic Measurements 21

6σ: definition and methods 22 6σ is a set of techniques and tools for process improvement (Motorola 1986, General Electric 1995)

6σ methodology 23

An overview of a Six Sigma Project 24 Source: Business Process Change. A Guide for Business Managers and BPM and Six Sigma Professionals, p.115. Second edition, by Paul Harmon (Foreword by Tom Davenport), DBA Business Process Trends, 2007 Elsevier

Six Sigma improvement process management philosophy 25 Source: Business Process management maturity model and six sigma: an integrated approach for easier networking by Marija Andjelkovic Pesic

Process improvement and process reengineering 26 Source : Process Re-engineering, Organizational Change and Performance Improvement, by Dutta S. and Manzoni J-F, McGraw-Hill International (UK), 1999

Τέλος Ενότητας #4 Μάθημα: Διοίκηση Απόδοσης Επιχειρηματικών Διαδικασιών Ενότητα #3: Core Competencies, Core Processes, Balanced Scorecard and 6Sigma Διδάσκων: Αγγελική Πουλυμενάκου Τμήμα: Διοικητικής Επιστήμης και Τεχνολογίας