INTERNAL Андрей Кузнецов, SAP March 16, 2021 Использование инструментов Next Generation Benchmarking и Spotlight для поиска областей улучшения процессов NOTE: Delete the yellow stickers when finished. See the SAP Image Library for other available images.
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Использование инструментов Next Generation Benchmarking и ... · 2021. 3. 29. · Omnichannel sales strategy with real-time visibility into customer demand
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INTERNAL
Андрей Кузнецов, SAPMarch 16, 2021
Использование инструментов Next Generation Benchmarking и Spotlightдля поиска областей улучшения процессов
NOTE: Delete the yellow stickers when finished.
See the SAP Image Library for other available images.
Что дальше?“Continuous improvement is an ongoing effort to improve all elements of an organization. It rests on the belief that a steady stream of improvements, diligently executed, will have transformational results. McKinsey, May 2019
Непрерывная оптимизация процессов направлена на повышение ихэффективности, гибкости и клиентоориентированности
PDSA – “Plan, Do, Study, Adjust” is the continuous improvement methodology made popular by W. Edwards Deming, considered the father of Quality Control.
Six Sigma – Continuous process improvement methodology introduced at Motorola in 1986 and central to General Electrics program for improvement.
Kaizen – Literally means “improvement’ and is the basis of many continuous improvement programs, and applies to business processes from the CEO to the shop floor, including procurement and logistics across all industries.
Драйверы выгод для front сценариевValue Driver Quantifiable/Strategic KPI ImpactArea BenchmarksImprove customer satisfaction Strategic Customer satisfaction (in %) Revenue Top 25%: 85; Average: 80.3; Bottom 25%: 75Increase conversion of leads qualified Quantifiable Qualified sales leads closed annually (in %) Revenue Top 25%: 50; Average: 39; Bottom 25%: 20
Increase first time resolution rate by field service technicians Strategic Rework orders (in %) SG&A Unavailable
Increase sales force efficiency Quantifiable Sales FTEs per billion in revenue SG&A Top 25%: 41.54; Average: 193.06; Bottom 25%: 495.1Increase service contract renewals Quantifiable Average service contract renewal rate (in %) Revenue Top 25%: 90; Average: 59.7; Bottom 25%: 30
Increase service revenue Quantifiable Annual service and support revenue (% of rev) Revenue Unavailable
Reduce complaints and returns cost Quantifiable Complaints and returns cost (% of rev.) SG&A UnavailableReduce sales cost Quantifiable Sales cost (% of revenue) SG&A Top 25%: 1.67; Average: 4.67; Bottom 25%: 8.99Reduce sales force turnover Quantifiable Sales force turnover rate (in %) SG&A Top 25%: 5; Average: 11.97; Bottom 25%: 20Reduce service and support cost Quantifiable Service and support cost (% of revenue) Pre-tax margin Top 25%: 0.1; Average: 0.7; Bottom 25%: 1.5
Improve compliance to SLA Quantifiable Average service level agreement compliance (in %) Revenue Top 25%: 95; Average: 83.7; Bottom 25%: 70
Improve contact center FTE productivity Quantifiable Contact center FTEs per billion of revenue SG&A Unavailable
Improve customer satisfaction Strategic Customer satisfaction (in %) Revenue Top 25%: 85; Average: 80.3; Bottom 25%: 75Improve field service FTE productivity Quantifiable Field service FTEs per billion of revenue SG&A Unavailable
Increase revenue from new products/services Quantifiable Revenue from new products/services (in %) Revenue Top 25%: 50; Average: 38.2; Bottom 25%: 3
Increase service contract renewals Quantifiable Average service contract renewal rate (in %) Revenue Top 25%: 90; Average: 59.7; Bottom 25%: 30
Increase service revenue Quantifiable Annual service and support revenue (% of rev) Revenue Unavailable
Reduce days in inventory Quantifiable Days in inventory Working Capital Top 25%: 21.5; Average: 57.8; Bottom 25%: 88.3Reduce inventory carrying cost Quantifiable Inventory carrying cost (% of revenue) Pre-tax margin Top 25%: 0.75; Average: 1.3; Bottom 25%: 2Reduce revenue loss due to stock-outs Quantifiable Revenue loss due to stock outs (%) Revenue Top 25%: 0.06; Average: 0.49; Bottom 25%: 0.99Reduce service and support cost Quantifiable Service and support cost (% of revenue) Pre-tax margin Top 25%: 0.1; Average: 0.7; Bottom 25%: 1.5Reduce total logistics cost Quantifiable Total logistics cost (% of COGS) COGS Top 25%: 3.7; Average: 7.3; Bottom 25%: 10.9Reduce warehouse management cost Quantifiable Warehouse management cost (% of COGS) COGS Top 25%: 0.94; Average: 2.19; Bottom 25%: 3.53
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