KPI

1
???????? KPI ?????????????????????????????????????
???????????

• ???????? ????????
• 31 ??????? 2549

?????? ???????? (?????????) ?????
2
K P I

• Key Performance Indicators
• ???????????????????????

3
?????????????????????????????????????
?????
????? ??????????????? ??????????????
4

• ???????????????????????
• ??????????????????????
• ???????????????
• ???????????????
• ????????????????????????

5

• ??????????????????????? (???)
• ??????????????????
• ????????????????
• ?????????????
• ???????????????

6
?????????????????????? ?????????????????

????????????????????????????????
????? ?????? ???????????
???????? ????????? ?????????? ????
????????
???????? ???????
??????????????? ???????????????
????????? ??????????????? ?????????
????????? ????????????????
????????????? ???????????????



?????????????????????????????
7

• ?????????????????????????
• ??????????????????? (Subjective)
• ??????? (Evaluate/Appraise)
• ????????????????
• ???? 1 - 2 ?????
• ??????????????? (One Way Communication)

8

• ?????????????????????
• ?????????????
• ?????????????????????????????
• ????????????????????????????
• ???????????????????????????????
  ????????????
• ???????????????

9

• ?????????????????????
• ?????????????
• ??????????????????????????????
• ??????????
• ?????????????????
• ????????????????????????????????

(???)

10
What is Performance Management

• Performance management can be defined
• as an enterprise-wide management program
• that provides a structured approach for
• deploying a companys strategy in a
• consistent and continuous manner.

11
What is Performance Management(cont)

• It is a system that gives an organization
• the capability to effectively communicate
• strategy and to ensure that business
• processes are aligned to support the
• deployment of the strategy.
• It is a management revolution.

12
???????????????- ??????????????????????
What get measured Get Done ??????????????????
? ???????????????
Peter Drucker
13
?????????? PMS (Performance Management System)

• ????????????? (Total Involvement)
• ????????????? (Sharing Success)
• ???????????????????
• (Continuous Improvement)

14

• ???????????????????????????????????????????
  
• ?????????????????????? ???????????????
• ???????????????????????????????????????
  ??????????
• ????????? ?????????????????
• ????????????????????????????????????
• ????????????????????????????????????????
• ????????????????? ??????????? ?????????????

???

15

• ???????????????????????????????????????????
  
• ????????????????????????????????????????
• ????????????????? ??????????? ?????????????
• ???????????????????????, ????????????
• ????????, ??????????? ?????????????????
  
• ?????????????

???

16

• ???????????????????????????????????????????
  
• ????????????????????????????????????????????
• ???????????????????????????????
• ??????????????

???

17

• PMS ???????????
• ??? ????
• ??????????????????? ????????/????????????
• (Subjective) (Objective)
• ??????? ??????
• (Evaluate) (Manage)
• ???????????????? ??????????????????
• (Fix Form) (Flexible Form)
• ???? 1 - 2 ????? ???????????????

18

• PMS ??????????? (???)
• ??? ????
• ??????????????? ??????? 2 ???
• (One Way) (2 Way Communication)
• ???????????? ?????????
• ?????????????????? ?????????????????
• (Stand Alone) (Align/Integrate)

19
???????????

????????? ??????? ???????????????????
PARADIGM MUST SHIFT
20
????????????????????????????????
???????????????????? ?????????? ???????/??????????
/??????? ???????????? ????????????????????????????
??
??????? ????????????? ???????? ????? ?????????????
???? ???????????? ??????? ???????? ?????
?????????? 1 ???????????? ???????????????

• ??????????????????????
• ?????????????
• ????????????????????????
• ???????
• ????????????????????
• ?????????????????????

?????????? 4 ????????????????????
?????????? 2 ?????????

• ????????????????????
• ???????????????????
• ??????????????????????????????
• ???????????????????????
• ???????????????????

???????????? ???????-??????? ????????? ???????
????????? ??????? ?????????????
?????????? 3 ??????????????????????
21
???? ???????????????????????? ????
???????????????????????????????
?????????????????????????????????
?????????? Balanced Scorecard KPI
22
Why Do Organizations Sponsor Performance
Management Programs, and What Results are Sought
from Them?

• Objectives of Performance Average Rank
• Management System
• Provide information to employees 2.8
• about their performance
• Clarify organizational expectations 2.8
• of employees
• Identify developmental needs 3.7

Source SHRM/PDI (2000) Performance management
survey
23
Why Do Organizations Sponsor Performance
Management Programs, and What Results are Sought
from Them? (cont)

• Objectives of Performance Average Rank
• Management System
• Gather information for pay decisions
  4.0
• Gather information for coaching 4.2
• Document performance for employee 4.6
• records
• Gather information for promotion 5.2
• decisions

24
4 ?????????????
1
Business Planning
Competency - based Performance Management System
Performance Planning
Performance Review
2
4
Managing Coaching Feedback
3
25
???????????? 1 Business Planning
???????-??????-?????????
- ????????????????????????? ???????
???????????????????/ ??????????????????/???
?? ??????? ?????????????/?????
??????????????????????????? ???????

Business Planning

26
???????????? 1 Business Planning (???)
??????? - ?????? - ????????? -
???????????? ???????????
??????????????????/??????? ???????????
??????????????? ????????????????/?????????
??????????? ??????????? ?????????

Business Planning

27
???????????? 2Performance Planning
?????????-???????-?????? - ????????????? ???
KPI ???????? ???????/??????
?????????????? ??????????????????????????
???????? ?????????????????? ??? KPI
?????????/???? ???????

Performance Planning

28
???????????? 2Performance Planning (???)
????????? - ??????? - ?????? -
????? Competency ???????????????????
?????????? ???????????????????????????
?? ?????????/????/???? ??????
Competency ???? ???? Technical ???
Management Competency

Performance Planning

29
???????????? 3 Managing/Coaching/Feedback
?????? - ??????? - ????????? ??????
?????? ?????????/On The Job
Training ???????????- ?????????????????????
?? ????????????????????? ?????
?????????????
Managing Coaching Feedback


30
???????????? 3 Managing/Coaching/Feedback
?????? - ??????? - ???????????????????
????????? ???????????????????
??? ??????? ??????????????????
???????? ?????? Corrective
Action ?????????? ???????
???????? ????????????? ??????????????????????
Managing Coaching Feedback


31
???????????? 4 Performance Review ?????????
- ??????? - ?????????????????
????????????? ??????????????????????????
???????? ???????????????
???????? ??? KPI ????????
??????????????????

Performance Review

32
???????????? 4 Performance Review
????????? - ??????? - ??????????????????????
?????? ???????/?????????????
?? ??????????????????????
???????????????????????? ??????????????
?????????? ???????????????????
???????????
(???)

Performance Review

33
???????????? ?????????????????????? KPI
?????????? ???????
BSC
??????? ???????
KPI / ???????? ?????
KPI / ???????? ????????
KPI / ???????? ???????
- ???????
- ????????
34
???????????? 1 Business Planning
???????-??????-?????????
- ????????????????????????? ???????
???????????????????/ ??????????????????/???
?? ??????? ?????????????/?????
??????????????????????????? ???????

Business Planning

35
???????????? 1 Business Planning
???????-??????-?????????
- ???????????? ???????????
??????????????????/??????? ???????????
??????????????? ????????????????/?????????
??????????? ??????????? ?????????
(???)

Business Planning

36
Balanced Scorecard

Financial
Customer
Internal Process
Learning and Growth
37
?????????????????????????????

• ??????? (Financial)
• 1) Productivity
• (Sale Head Year)
• 1 ??????? / ?? / ??
• 2) Gross Margin 30

38
????????????????????????????? (???)

• ?????? (Customer)
• 1) ???????????????????? 20
• 2) ??????????????????? 10

39
????????????????????????????? (???)

• ?????????????? (Internal Process)
• 1) ????????????????????????????? (HA)
• 2) ????????????????? ISO 90012000
• 3) ??????????????????????/????
  ?????????????? 1 ???/???? (???????)

40
????????????????????????????? (???)

• ??????????? (Learning Growth)
• 1) ???????????????????????????????
• ??????? 3 ?? 92.50
• 2) Individual Development Plan (IDP)
• ?????????????? - ???????????
• 3 Competencies ?????/??

41
???????????? 2Performance Planning
?????????-???????-?????? - ????????????? ???
KPI ???????? ???????/??????
?????????????? ??????????????????????????
???????? ?????????????????? ??? KPI
?????????/???? ???????

Performance Planning

42
???????????? 2Performance Planning
?????????-???????-?????? - ?????
Competency ?????????????????????????
???? ?????????????????????????????
?????????/????/???? ??????
Competency ???? ???? Technical ???
Management Competency
(???)

Performance Planning

43

• ???????????????
• ??????????????
• ????????????
• ????????????
• ????????????
• ???????????????????????????????????
  ??????????? ?????????????

Performance Planning


44

• Performance Planning
• ????????????????? ????? ????????????
• ?????????????????????????????????
• ??????????? ?????????????????
• ?????? ???????????????????????
• ????????????????????????????????

45
KPIs ??????????

• ?????????????????????
• ??????????????????
• ???????????????????
• ?????????????????????????????????????

46
?????????????? 1. ??????????????????????????? 2.
?????????????????????? 3. ????????????????????????
? ????????? ??????????? 4.
??????????????????????????????????? ??????
47
?????????????? (???) 5. ?????????????????????????
????????????? 6. ?????????? 7. ???????????????????
?????? ????? 8. ??????????????????????????????????
??
48
Performance Planning KPI ?????????????????
SMART GOAL S Specific (??????
??? ???????????) M Measurable (?????? ????
????????/?????????) A Achievable (??????????
?????? ????????? ?????????????????????????)
R Relevant (??????????????????????????????
?????????????) T Timeframed (???????????????
?????????? ????????)


49
????????????????? (KPI)

• ?????????????????????????
• ????????????????????????????
• ?????????? (Critical Success Factors)
• ???? Key Performance Area (KPA)

50
????????????????? (KPI) (???)

• ?????????????????????????
• ??????-??? ??????????????????
• ?????????????????? ????
• ???????????????????

51

• ????????????????????????????????????
• ?????????????
• ?????????????????????????? ??????
• ?????? Top-Down Approach ????????????
• ?????????????????????????? ????????????
• ???????????????????????????????????
• ?????????????????????????????????????? ????
• ?????????????????????????????????????????????

52

• ????????????????????????????????????
• ????????????? (???)
• ?????????????????????????? ??????
• ????????????????????????????????????
• ?????????????????????????? ?????????
• ???????? ???????????????????????????????????

53
????????? KPI ???????????????? 1.
????????????????????? 2. ?????????????????????????
?????????????????????????? 3.
??????????????????????????????
???????????????
54
?????????????????????????????????????????????????
?????????
????????????????????? 20 ??????????????????
1,000 ?????????????? 2549
???????
20 ????????
25 ?????????
20 ????-???
15 ?????
????????
??????????
30 ????? A
30 ????? B
25 ????? C
20 ????? D
20 ????? E

• ?????????????? 1400 1800 ?.
• ????????????? ????????????????????
• ????????????????????????? ???????????

55
?????????????????????????????????????????????????
?????????
???????
????????????????????? 20 ??????????????????
1,000 ?????????????? 2549
????????
20 ????????
25 ?????????
20 ????-???
15 ?????
??????????
30 ????? A
30 ????? B
25 ????? C
20 ????? D
20 ????? E
56
?????????????????????????????????????????????????
?????????

• ?????????????? 1400 1800 ?.
• ????????????? ????????????????????
• ????????????????????????? ???????????

57
Tree Diagram

• ???????? A
• ??????????? 10
• ???????? 3
• ?????????? 0

• ???????????
• ??????????? 20
• ????????????????? 10

?????????? 1

• ???????? B
• ??????????? 5
• ???????? 5
• ????????? lt2

• ????????????????
• ??????????? 20
• ??????????? 20

• ???????????
• ??????????? 20
• ???????? 10

?????????? 2
?????????? 3

• ???? HR
• ?????????????? 20
• ????????????????? lt5
• ???.?????????????? 10

• ???????? C
• ??????????? 5
• ???????? 2
• ?????????? 0

58
?????????????????????????????

• ??????????????????????????????
• ???????? KPI ???????????
• ?????????????????? (??????????)
• ???????????????? (???)
• ????????????????????????????
• ????????????????? (??????????)

59
????????????????????????????? (???)

• ???????? ???????????????????
• ????????????? ???????????
• ?????????????? KPI
• ????????????????????? ??????

60
KPI
61
OS Matrix
62

• KPI ???????????????????????????
• ???????????????????
• ????????????????????
• ?????????????
• ?????????????
• ?????????

63
????????????????? KPI
64
????????????????? KPI
65
???????????? 3 Managing/Coaching/Feedback ????
?? - ??????? - ????????? ?????? ??????
?????????/On The Job Training
???????????- ???????????????????????
??? ????????????????????????????
????????
Managing Coaching Feedback


66
???????????? 3 Managing/Coaching/Feedback
?????? - ??????? - ???????????????????????
????? ??????????????????? ???
??????? ??????????????????
???????? ?????? Corrective
Action ?????????? ??????? ????????
????????????? ??????????????????????
(???)
Managing Coaching Feedback


67
Managing/Coaching/Feedback ??????????????????????
????????????

????? ????
????? ???????
68
???????????? 4 Performance Review ????????? -
??????? - ?????????????????
????????????? ??????????????????????????
???????? ??????????????? ???????? ??? KPI
???????? ??????????????????

Performance Review

69
???????????? 4 Performance Review ????????? -
??????? - ?????????????????????? ??????
???????/???????
?????????????????? ?????? ???????????
???????????????? ??? ??????????????
?????????? ????? ??????????????
???????????
(???)

Performance Review

70
A. ???????????????????
???????????????????????
B. ???????????????
??????????????????
71
????????????????????????? ????????????????????????
???

• ?????????????????????????
• ??????????????????????????????????????
• ????????????????????
• ???????????????????????????????????????

72
????????????????????????? ????????????????????????
???
(???)
- ????????????????????????????????????????????????
???????? - ???????????????????????????????????????
??????????????????????????????? - ????????????????
????????????????????????????????????????????????
73
PMS ?????????????????????
????? ????????????? KPI
???????? KPI ???????? ???????? 100
???????? 30 Competency 70




74
Corporate Strategic Planning
SWOT/TOWS Analysis
A

PMS
B
C
75
??????? ???? ????????
????
Form D - Corporate KPIs with Initiatives
76
????????????????????

• ??????????????????? ??????? ???????????
• ????????????????????????????????? ????? ???
• ????????????????????????? ???? ???? IS/IT,
• ????????????????? Productivity, ?????
• ???????????????? ???

77
????????????????????
(???)

• ?????????????????????????????
• ??????????????????????????????
• change agent ????????? 30
• ??????????????? ??????????????????

78
Key of success
Leadership Trust Communication
Understanding Participation
Ownership Involvement Process System How to
79
Findings from 207 large blue-chip firms in 22
industries, over 11-year period

• Increase in revenue 166
• Workforce expansion 36
• Stock price increase 74
• Growth in net income 1

• Increase in revenue 682
• Workforce expansion 282
• Stock price increase 901
• Growth in net income 756

What makes such a huge difference in
organizational performance?
Source Corporate Culture and Performance, 1992,
John Kotter and James Heskett
80
???????????????? ???????????????? ???????????????
???
81
???? ???????????????????????? ????
???????????????????????????????
?????????????????????????????????
?????????? Balanced Scorecard KPI
82
??????? (Outcomes) ??? PMS

• ???????????????
• ??????
• ?????????????
• ????????
• ?????????
• ?????????????