A case study of operations performance and strategy maps on retailing-An example for the DMAIC analysis of cosmetic Retailing

• Main Authors: Lin tse-hung, 林澤宏
• Other Authors: Chang
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/58379339324873998203

碩士 === 國立勤益科技大學 === 企業管理系 === 95 === Since 1992, an article by Robert Kaplan and David Norton entitled "The Balanced Scorecard - Measures that Drive Performance" in the Harvard Business Review caused a lot of attention for their method, and led to their business bestseller. The Balanced Scorecard method of Kaplan and Norton is a strategic approach, and performance management system, that enables organizations to translate a company's vision and strategy into implementation, working from four perspectives: Financial perspective 、Customer perspective 、Business process perspective、Learning and growth perspective. Strategy Maps are diagrams that describes how an organization can create value : by connecting strategic objectives in explicit cause and effect relationship with each other. Via the four Balanced Scorecard perspectives : Financial perspective 、Customer perspective 、Business process perspective、Learning and growth perspective. Strategy Maps are a strategic part of the Balanced Scorecard framework to describe strategies for value creation. According to the concept of balanced scorecard, the four perspectives such as Financial perspective 、Customer perspective 、Business process perspective、Learning and growth perspective are included in the measurement of performance evaluation. The original measurement indicators were drawn from relevant studies in the literature and a depth interview with some experienced practitioners in the retail service industry. To develop the 「services quality system」and 「retail service industry of the measurement of performance evaluation index」.The specialists (from the industrial sectors, and academic institutes) who took part in validating the indicators of performance evaluation. After the analysis of Delphi technique, this study proposed the measurement indicators of the performance evaluation suitable for the retail service industry. This thesis aims to discuss how to integrate the Balanced Scorecard with strategy maps－「services quality house」and guide to the retail service industry management to innovation services and management. This thesis conducts a case study under a cosmetic company to illustrate the 6 sigma-DMAIC analysis method ，to providing innovation study aspect for the future-retail services industrial. Conclusion, the organization is in the course of service transmitting, service process besides input, process, output .The organization needs people, procedure, systematized concrete structure, the leadership creates development with innovating the strategy of managing in every organization.