Tài liệu CONTRACTOR PURCHASING SYSTEM BALANCED SCORECARD ppt

DEPARTMENT OF ENERGY
CONTRACTOR PURCHASING
SYSTEM
BALANCED SCORECARD
PERFORMANCE ASSESSMENT
FY 2000
LEARNING
AND
GROWTH
- Employee Satisfaction
- Employee Alignment
- Information Availability
FINANCIAL
- Optimum Cost Efficiency of
Purchasing Operations
MISSION
VISION
STRATEGY
CUSTOMER
- Customer Satisfaction
INTERNAL BUSINESS
PROCESSES
- Effective Internal Controls
- Effective Supplier Management
- Effective Utilization of Alternate
Procurement Approaches
- Streamlined Processes
- Acquisition Process
- Good Corporate Citizenship
through Purchasing
BALANCED SCORECARD

PERSPECTIVES AND OBJECTIVES
MISSION
To provide acquisition and assistance services to
support accomplishment of the Department’s
programmatic goals and objectives.
STRATEGY
To change the present system’s culture, management
systems, and line processes consistent with the
principles of Quality Management, in order to
establish and maintain: a customer focus, a sense of
urgency, continuous and breakthrough process
improvement, and an emphasis on results.
VISION
To deliver on a timely basis the best value product
or service to our customers while maintaining
the public’s trust and fulfilling public policy
objectives.

LEARNING
AND
GROWTH
FINANCIAL
MISSION
VISION
STRATEGY

CUSTOMER

INTERNAL BUSINESS
PROCESSES

BALANCED SCORECARD
PERSPECTIVES AND OBJECTIVES
CUSTOMER
- Customer Satisfaction
CUSTOMER
- Customer Satisfaction
CUSTOMER PERSPECTIVE
Customer Satisfaction

Data Source: Customer Climate Survey
Also, documented results from formal
Baldrige, Presidential or Energy Quality
Award Self-Assessments and Site Visit
Evaluations


Core:
Customer Satisfaction Index
Elements:
Timeliness: Extent of customer
satisfaction with timeliness of
procurement processing; planning
activities; and on-going communications
Quality: Extent of customer satisfaction
with the quality of procurement services
Communications: Extent to which
procurement communicates accurate
information which impacts the work
of my organization

85% customer satisfaction rating in 1998
(90% in 1999, 95% in 2000)
CUSTOMER PERSPECTIVE
OBJECTIVE MEASURE NATIONAL TARGET