全英文版平衡计分卡指标汇总

3Process Creativity: # Design Variations3Process Creativity: # Ideas Generated3Process Creativity: # Original Designs3Process Cross Sell Ratio (avg. # products sold to hsld)Lag 3Process Customer feedback - score of customers' satisfaction w/ their shopping experience Lag 3Process Customer Reject Rate on Finished Products (ppm)3Process Customer time / employee attendance (%)3Process Cycle Time3Process Cycle Time3Process Cycle Time: Time in Development Lag 3Process Cycle Time: Claims Processing Cycle Time3Process Dealer acceptance rate of new programs LagLag 3Process Dealer Quality Index (7 dimensions: financial mgmt, service bays, personnel mgmt, car wash operation, convenience stores, gasoline purchasing, better buying experience)3Process Defect rates (ppm)Lag 3Process Defects3Process Delivery3Process Design Reviews3Process Discontinued IT inventory / IT inventory (%)3Process Discounts and Concessions (planned and unplanned)3Process Downtime3Process Efficiency of post sales service processes - cost of resources used Lag 3Process Emergency Workorders3Process Energy Use Alternatives (#)3Process Equipment Mix3Process Equipment Utilization3Process Error Rate, "Sigmas"3Process Errors3Process Expense Ratio Lag 3Process First Pass Yield - % customer requests handled with a single service call rather than multiple calls Lag 3Process First Pass Yield3Process First Pass Yield - Finished Product3Process First Pass Yield - Major Component3Process First Pass Yields (% requiring no rework)Lag 3Process First to market: # of key items in which Kenyon was 1st or 2nd to market Lag3Process Freight Costs3Process Function points / employee month (#)3Process Generous terms under which customers can exchange and return merchandise Lag 3Process Hard Book Closes per Year in Excess of Regulatory/Required Closes3Process Headcount Movement Lead 3Process Hours spent with customers Lead 3Process Hours spent with customers (% )Lead 3Process Innovation3Process Inspections3Process Interest Paid3Process Internal Failure Rate3Process Internal index of customer dissatisfiers Lead 3Process Inventory3Process Inventory - WIP Turns (Annual)3Process Inventory Turnover (Annual Sales / Current Inventory)3Process Inventory Turnover: inventory turns on the selected key items (to balance preceding measure)Lag 3Process Inventory Turns (Annual)3Process Inventory: Finished Goods Inventory3Process Inventory: Obsolete3Process Inventory: Raw Materials Inventory3Process Inventory: Total Inventory3Process Inventory: Work-in-Process Inventory3Process Investment in new product/service development Lag 3Process Investment Profiles3Process IT capacity (CPU & DASD) #3Process IT capacity / employee (#)3Process IT expense / administrative expense (%)3Process IT expense / employee ($)3Process IT performance / employee (#)3Process Key dealer retention Lag 3Process Labor Productivity3Process Labor Productivity (output per hour)3Process Laptops / employee (#)3Process Loss Prevention3Process Loss Ratio Lag3Process Machine Availability Rate (Average)3Process Machine Maintenance Time3Process Machine Uptime3Process Maintenance done by Operators3Process Maintenance Ratio (own and contracted labor, supplies and tools, shop floor space and equipment)3Process Maintenance: Preventive3Process Maintenance: Reactive3Process Managed spending Movement Lead 3Process Manufacturing process capabilities (e.g. chip density on wafer)Lag 3Process Market share in selected categories (e.g. casual pants and jeans)Lag 3Process Material Handling Cost3Process Material Handling Distance3Process Material Handling Time3Process Materials Productivity3Process MCE (manufacturing cycle effectiveness) = processing time / throughput time Lag 3Process Merchandise transferred between stores (%)Lag 3Process Mystery Shopper Rating (facility exterior, service islands, sales area, personnel, restrooms)Lag 3Process Mystery Shopper: A rating along six elements of the perfect shopping experience (see Ch 4)Lag 3Process New accounts opened per year Lag 3Process New product introductions vs competitors (and versus plan)Lag 3Process New Product ROI Lag 3Process New Revenue per Sales Person Lag 3Process Non gasoline revenues (at the dealer)...also benchmark against top operators in the industry Lag 3Process Non gasoline Sales per square foot (at the dealer)Lag 3Process On time (reliable lead time) (%)Lag 3Process On time Delivery3Process On Time Delivery of suppliers, distributors3Process On time delivery to customers3Process Order Fill Rate3Process Order to Ship Lead time for major product standard orders3Process Order to Ship Lead Time Reduction3Process Out of specification purchased materials3Process Output: Baggage Manipulations3Process Output: Beds Made3Process Output: Cars Valet Parked3Process Output: Cases Shipped3Process Output: Checkout Transactions3Process Output: Concierge Inquiries Handled3Process Output: Conventions Hosted3Process Output: Entries Made3Process Output: Guests Accommodated3Process Output: Line Items Charged to a Room3Process Output: Maintenance Transactions Completed3Process Output: Phone Calls Handled3Process Output: Reports Finished3Process Output: Reservations Made3Process Output: Rooms Rented3Process Output: Tons Melted3Process Output: Tons Shipped3Process Output: Units per Hour3Process Output: Units Shipped3Process Output: Weighted Units Produced per Employee Hour3Process Overdue Receivables3Process Parts Standardization3Process Payroll Department Cost per Paycheck3Process Pcs / employee (#)3Process Potential customers arrived first (#)Lag 3Process Potential revenue in sales pipeline Lag 3Process Premises Ratio (floor space, furnishings, utilities, basic office and cleaning supplies, sanitation, security, receptionpersonnel)3Process Process Capability3Process Process Variation3Process Processes under statistical control (%)Lag 3Process Processing time, outpayments (#)3Process Product Development Cycle Time (Months)Lead 3Process Production Schedules Met (% Time)3Process Productivity Ratio (Output Units/Input Hours Worked or Paid)3Process Productivity Ratio (Outputs/Inputs)3Process Productivity Ratio: Batches of Steel Produced per Production Scheduler3Process Productivity Ratio: Square Feet Protected per Security Guard3Process Productivity Ratio: Tons of Steel Produced per Production Scheduler3Process Productivity Ratio: Tons of Steel Produced per Production Worker3Process Productivity Ratio: Visitors Handled per Security Guard3Process Products Developed Internally (%)3Process Products for which the first design completely me the customer's functional specifications (%)Lag 3Process Profit potential per outlet Lag 3Process Profitability in targeted segments Lag 3Process Purchase Price versus Commodity Quotations3Process Purchases from Certified Suppliers3Process Quality Improvement Rate Lag 3Process Quality of Market Share: profitability in targeted market segments (ABC by customer)Lag 3Process Quality Returns: '% items which cannot be offered to customers because of quality related defects Lag 3Process Quality Returns: overall % of quality related returns (and by track vendor)Lag 3Process Quality: Process3Process Quality: Product3Process Rapid response to repair request Lag 3Process Ratio of operating profit to total development cost over a 5yr period (aggregate or individual product)Lag 3Process Recalls3Process Reduction in Lot Sizes3Process Regional Offices (#)3Process Reject Rate Reduction3Process Rejection of Supplies/Materials at Delivery3Process Reliable repair service Lag 3Process Replenish Products3Process Request Fulfillment Time Lag 3Process Request or transaction not fulfilled, financial loss for customer, customer not treated as valued, ineffective communication)Lead 3Process Responsive, friendly, reliable warranty and service work Lag 3Process Revenue from new categories: percentage of sales from items newly introduced in the store Lag 3Process Revenue from new products (%)Lag 3Process Revenue/Person3Process Rework Lag 3Process Rework hours3Process Safe disposal of waste and byproducts from the production process Lag 3Process Safety3Process Safety: OSHA reportables3Process Sales Errors3Process Sales from new products (%)Lag 3Process Sales from proprietary products (%)Lag 3Process Sales Leads3Process Sales Netback (Sales less all variable sales and marketing costs)3Process Sales: Same Store Sales3Process Schedule Fulfillment3Process Score on Quality Assessments3Process Scrap Lag 3Process Scrap/Rework3Process Scrap/rework as % of sales3Process Second Purchase Data3Process Selling Contacts per Sales Person Lead 3Process Service Error Rate Lag 3Process Settlement Cost per Claim3Process Share of market in key geographic areas among its three targeted segments: Road Warriors, True Blues, Generation F3s Lag 3Process Shipping Deadlines Made3Process Speed3Process Speed of response to failures - time from customer request to resolution of problem Lag 3Process Squarefootage Used3Process Standards3Process States Operating In (#)3Process Stock out %: stores out of stock percentage on selected key items Lag 3Process Storage Space3Process Supplier Mix3Process Supplier Performance3Process Supplier Report Cards3Process Supplier Scorecards3Process Suppliers (#)3Process Surprises (#)Lag 3Process Thriftiness: Percentage of Computer Terminals Routinely Used by More than One Person3Process Throughput time = processing + inspection + movement + waiting/storage time Lag 3Process Time Allocated to Tax Time3Process Time from customer order to customer receipt (short lead time length)Lag。