Business Result

Results
Customer-
Customer- Product
Productand
and
Focused
Focused Service
ServiceResults
Results
Results
Results

Financial
Financialand
and Human
HumanResource
Resource
Market
MarketResults
Results Results
Results

Organizational
Organizational Governance
Governanceandand
Effectiveness
Effectiveness Social
SocialResponsibility
Responsibility
Results
Results Results
Results
7 Business Result (450 poin)
Hasil-hasil yg berkaitan dengan :
7.1 Customer Focused Results
7.2 Product and Service Results
7.3 Finance and Market Results
7.4 HR Results
7.5 Organizational Effectiveness Results
7.6 Governance and Social Responsibility Results
7.1 Customer Focused Results

Rangkumlah HASIL-HASIL UTAMA fokus

pada PELANGGAN Organisasi Anda
termasuk di dalamnya kepuasan
PELANGGAN dan NILAI-NILAI yang
dipersepsikan PELANGGAN.
SEGMENTASIKAN HASIL-HASIL tersebut
sesuai SEGMEN PELANGGAN dan pasar.
Masukkan di dalamnya data-data
pembanding yang sesuai.
7.1 Customer Focused Results
a. Customer-Focused RESULTS

(1) What are your current LEVELS and TRENDS in

KEY MEASURES or INDICATORS of
CUSTOMER satisfaction and dissatisfaction?
HOW do these compare with competitors’
LEVELS of CUSTOMER satisfaction?
(2) What are your current LEVELS and TRENDS in
KEY MEASURES or INDICATORS of customer-
perceived VALUE, including CUSTOMER
loyalty and retention, positive referral, and other
aspects of building relationships with
CUSTOMERS, as appropriate?
7.2 Product and Service Results
Rangkumlah HASIL-HASIL KINERJA
produk dan layaan. SEGMENTASIKAN
HASIL-HASIL tersebut berdasarkan
kelompok produk, kelompok
PELANGGAN dan segmen pasar.
Masukkan di dalamnya data-data
pembanding yang sesuai.
7.2 Product and Service Results

a. Product and Service RESULTS

What are your current LEVELS and TRENDS in

KEY MEASURES or INDICATORS of product
and service PERFORMANCE that are important
to your CUSTOMERS ?

HOW do these RESULTS compare with your

competitors’ PERFORMANCE ?
7.3 Finance and Market Results

Rangkumlah HASIL-HASIL UTAMA

KINERJA keuangan dan pasar
berdasarkan SEGMEN pasar.
Masukkan di dalamnya data-data
pembanding yang sesuai.
7.3 Finance and Market Results
a. Financial and Market RESULTS

(1) What are your current LEVELS and TRENDS

in KEY MEASURES or INDICATORS of
financial PERFORMANCE, including
aggregate MEASURES of financial return and
economic VALUE, as appropriate ?
(2) What are your current LEVELS and TRENDS
in KEY MEASURES or INDICATORS of
marketplace PERFORMANCE, including
market share or position, business growth,
and new markets entered, as appropriate ?
7.4 HR Results

Rangkumlah HASIL-HASIL UTAMA sumber

daya manusia, termasuk KINERJA SISTEM
KERJA dan pembelajaran, pengembangan,
kesejahteraan, dan kepuasan pekerja.

Kelompokkan HASIL-HASIL sesuai

keberagaman tenaga kerja dan berbagai
kategori serta tipe pekerja. Masukkan di
dalamnya data-data pembanding yang
sesuai.
7.4 HR Results
a. Human Resource RESULTS

(1) What are your current LEVELS and TRENDS in

KEY MEASURES or INDICATORS of WORK
SYSTEM PERFORMANCE and effectiveness?
(2) What are your current LEVELS and TRENDS in
KEY MEASURES of employee LEARNING and
development ?
(3) What are your current LEVELS and TRENDS in
KEY MEASURES or INDICATORS of employee
well-being, satisfaction, and dissatisfaction?
7.5 Organizational Effectiveness Results
Rangkumlah HASIL-HASIL KINERJA
operasional yang UTAMA yang memberikan
kontribusi kepada pencapaian efektifitas
Organisasi.

SEGMENTASIKAN HASIL-HASIL sesuai

kelompok produk dan SEGMEN pasar.

Masukkan di dalamnya data-data

pembanding yang sesuai.
7.5 Organizational Effectiveness Results
a. Organizational Effectiveness RESULTS

(1) What are your current LEVELS and TRENDS in KEY

MEASURES or INDICATORS of the operational
PERFORMANCE of your KEY VALUE CREATION
PROCESSES? Include PRODUCTIVITY, CYCLE TIME,
supplier and partner PERFORMANCE, and other appropriate
MEASURES of effectiveness and efficiency.
(2) What are your current LEVELS and TRENDS in KEY
MEASURES or INDICATORS of the operational
PERFORMANCE of your KEY support PROCESSES? Include
PRODUCTIVITY, CYCLE TIME, supplier and partner
PERFORMANCE, and other appropriate MEASURES of
effectiveness and efficiency.
(3) What are your RESULTS for KEY MEASURES or
INDICATORS of accomplishment of organizational strategy and
ACTION PLANS?
7.6 Governance and Social Responsibility
Results

Rangkumlah HASIL-HASIL UTAMA

TATAKELOLA dan tanggung jawab sosial
organisasi Anda, termasuk bukti
akuntabilitas fiskal, perilaku etis, ketaatan
hukum, dan sebagai anggota Organisasi.

Kelompokkan HASIL-HASIL sesuai unit-unit

bisnis. Masukkan di dalamnya data-data
pembanding yang sesuai.
7.6 Governance and Social Responsibility Results
a. GOVERNANCE and Social Responsibility RESULTS

(1) What are your KEY current findings and TRENDS in

KEY MEASURES or INDICATORS of fiscal
accountability, both internal and external, as
appropriate?
(2) What are your RESULTS for KEY MEASURES or
INDICATORS of ETHICAL BEHAVIOR and of
STAKEHOLDER trust in the GOVERNANCE of your
organization?
(3) What are your RESULTS for KEY MEASURES or
INDICATORS of regulatory and legal compliance ?
(4) What are your RESULTS for KEY MEASURES or
INDICATORS of organizational citizenship in support of
your KEY communities?
 Faktor Penting
Business Result
• Tracking of levels and trends
• Linked to organization-level
information and analyses
• Use of comparisons/benchmarks
• Actionable
 Indikator
Business Result
• Tied to
– customer requirements
– key processes
– product/service performance
– strategy and action plans
– human resource needs
– financial and marketplace measures
– governance and social responsibilities
 Manajemen Proses
Beberapa informasi yang
dapat ditangkap a.l :
• Business Processes
• Design Coordination and Performance
and Testing Requirements
• Production/Delivery • Support Processes
Processes and Requirements and Performance
Requirements
• Process Performance
Inspections, Audits and Tests
 7.1a-1: Service/Product Defect Levels
World-Class
100 Benchmark
Benchmark

95
Applicant
90
Best
Competitor
% Without Defects

85

80
ti to rA Industry
o mpe Average
C
75
ti to rB
pe
Com Improvement
70
1997 1998 1999 2000 2001 2002 2003
Source -- Total Quality Inc. -- 2003 -- www.BestProcess.com
 7.1a-1: Service/Product Defect Levels
World-Class
100 Benchmark

Best
80 Competitor
% Without Defects

60
Industry
Average
40

20

0
1997 1998 1999 2000 2001 2002 2003 Improvement
Benchmark Applicant Competitor A Competitor B

Source -- Total QualityInc. -- 2003 www.BestProcess.com

 7.1a-1: Service/Product Defect Levels
% Without Defects

Year World-Class
Benchmark Applicant Competitor A Competitor B

1997 97.5 85.7 75

1998 97.6 90.7 77.5
1999 97.7 93.3 80 71
2000 96.9 95 82.5 74
2001 97.7 95.3 85 76.7
2002 97.9 95.4 87.5 78
2003 98 95.8 90 84
Note: 2003 Industry Average = 25% Defective
Source -- Total Quality Inc. -- 2003 www.BestProcess.com