Lecture 9 - Lehrstuhl für Controlling - Technische Universität München
Lecture 9 - Lehrstuhl für Controlling - Technische Universität München
Lecture 9 - Lehrstuhl für Controlling - Technische Universität München
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<strong>Technische</strong> <strong>Universität</strong> <strong>München</strong><br />
Example: Performance pyramid for a computer manufacturer<br />
Vision:<br />
„To provide fault-tolerant computer<br />
solutions to financial service companies“<br />
Corporate<br />
Vision<br />
Objectives defined on<br />
business unit level<br />
Market (i.e.<br />
Share<br />
Growth)<br />
Financial<br />
(i.e. EVA)<br />
Core processes<br />
Critical elements of a core<br />
process (customer<br />
satisfaction, flexibility,<br />
productivity) and their<br />
global measures<br />
Customer<br />
satisfaction<br />
No. of<br />
complaints<br />
Survey results<br />
Repeat sales<br />
Flexibility<br />
Responsivene<br />
ss to order or<br />
configuration<br />
changes<br />
Productivity<br />
Inventory<br />
turns Cycle<br />
Times<br />
Goals on<br />
department<br />
level<br />
Quality Delivery Cycle Time Waste<br />
Value-Based Management: <strong>Lecture</strong> 9<br />
20<br />
© Gunther Friedl – SS 2013
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