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Performance Improvement 2006 ASTD Int’l Conference

Performance Improvement 2006 ASTD Int’l Conference. 2006/5/10 서울대학교 이 찬 교수. Contents. 1. Introduction. 2. H ow T op C ompanies I nvest I n H.C. (TU110). 3. HPI & the Balance Scorecard (TU Performance RM). 4. Q & A. Click to edit title style.

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Performance Improvement 2006 ASTD Int’l Conference

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  1. Performance Improvement2006 ASTD Int’l Conference 2006/5/10 서울대학교 이 찬 교수

  2. Contents 1 Introduction 2 How Top Companies Invest InH.C. (TU110) 3 HPI & the Balance Scorecard (TU Performance RM) 4 Q & A ASTD 2006 이 찬 교수

  3. Click to edit title style • How do I incorporate my logo to a slide that will apply to all the other slides? • On the [View] menu, point to [Master], and then click [Slide Master] or Notes Master. Change images to the one you like, then it will apply to all the other slides. ASTD 2006 이 찬 교수

  4. HOW TOP COMPANIES INVEST IN HUMAN CAPITAL: Three New Models 일류 기업이 인적 자본에 투자하는 방법: 세가지 새로운 모형 Jac Fitz-enz, Ph.D. Founder & CEO Human Capital Source ASTD 2006 이 찬 교수

  5. - AGENDA - It’s All About Human Capital Investment 인적자본 투자에 관한 모든 것 Working from a HC Planning Model 인적자본 모형으로부터의 작업 Linking Human Capital Investments To Operations, Sales and Service 인적자본투자와 경영,세일즈, 서비스로의 연계 Knowing Where to Invest to Solve HC Problems 인적 자본 문제를 위해 어디에 투자해야 하는가 ASTD 2006 이 찬 교수

  6. BUSINESS ISPEOPLE • U.S. Companies lose:미국 회사들이 잃는 것 • ½ their investors투자자 in 1 year • ½ their employees직원 in 4 years • ½ their customers고객 in 5 years 5% Gain in Customer Retention Can Add Up to 25% Growth in Earnings * 고객유지 5% 획득으로 수익 성장 25% 추가 가능* *Fred Reichheld, The Loyalty Effect ASTD 2006 이 찬 교수

  7. CFO’S CATCHING ON AHA! 92% Believe HC Impacts Customer Service 82% Believe HC Impacts Profitability수익성 72% Believe HC Impacts Innovation혁신 ASTD 2006 이 찬 교수

  8. CURRENT STATE FUNCTIONAL UNITS Design & Production & Sales & Customer Development Distribution Marketing Service 설계& 개발 생산 & 물류 영업 & 마케팅 고객서비스 RESOURCE MANAGERS Human Finance & Information Security & Resources Accounting Technology Maintenance 인사 재무 & 회계 정보기술 경비 & 시설 ASTD 2006 이 찬 교수

  9. HIRING (Blue)NOT COORDINATED WITHBOOKINGS (Green) MISALIGNMENT COST: $1.500,000,000 ASTD 2006 이 찬 교수

  10. 21st CENTURY INTELLIGENCE “If everybody concerned isabsolutely clear about the goals and directivesand far purposesof the organization practically all other questions then become simple technical questions of fitting means to ends” Abraham Maslow Eupsychian Management ASTD 2006 이 찬 교수

  11. 3 HUMAN CAPITAL MODELS 3 인적자본 모형 Mental 정신 Talent 재능 Structural 구조 ASTD 2006 이 찬 교수

  12. 1. NONLINEAR UN-ALIGNING비선형 비정렬 Relational Capital Customer - Competitors Vendors - Government Structural Capital Facilities - Equipment Processes - Material Human Capital Skills - Attitudes Compensation - Culture Workforce Intelligence Analytics Assessment Benchmarks ASTD 2006 이 찬 교수

  13. CONVERGENCE집중성 W O R K F O R C E 인력 기획 P L A N N I N G Leadership Development Recruitment Management 채용 관리 리더쉽 개발 Retention Performance 성과 유지 ASTD 2006 이 찬 교수

  14. 2. TALENT MODEL재능 모형 C-Level has Balanced Scorecard Finance has Accounting Production has Quality S - M - CS have CRM Now Human Resources has TMI TMI ASTD 2006 이 찬 교수

  15. HR INVESTMENT RESEARCH: HR투자 연구 Saratoga Institute: HR Metrics & Benchmarks Huselid & Becker: HR Practices Productivity/Turnover Watson Wyatt: HCM & Consistent Shareholder Value Gallup: Managerial Behavior & Employee Performance Employee Customer Profit 5% 2% 1% Sears: ASTD 2006 이 찬 교수

  16. WHAT IS TMI? Business Intelligence Applied To Human Resources’ Management of Human Capital Staffing Leadership Development Workforce Planning Performance Management Training & Education Retention ASTD 2006 이 찬 교수

  17. NEXT GENERATION차세대 2003 Intelligence - TMI 1985-2002:Knowledge - Benchmarks 1980 – 1985: Information - Metrics Pre-1980: Data - Feelings ASTD 2006 이 찬 교수

  18. TMI FRAMEWORK Staffing Retention Leadership Operations Sales Service Development Planning Performance ASTD 2006 이 찬 교수

  19. HR MANAGEMENT & TALENT MANAGEMENT INVESTMENT HR HR: Internal Efficiency 내적 효율 & TM: External Effectiveness 외적 효과 ASTD 2006 이 찬 교수

  20. Efficiency vs. Effectiveness Efficiency: Does one approach achieve the outcomes faster, and is the cost less than the value of the HRoutcomes? Effectiveness: Does one approach result in superior work outcomes, and is the cost less than the value of the work outcomes? ASTD 2006 이 찬 교수

  21. HR EFFICIENCY MEASURES Factor Measure Cost Time Quantity Quality Reaction Staffing Pay & Ben Training & Retention Admin Develop. ASTD 2006 이 찬 교수

  22. TM EFFECTS ON BUSINESS Factor Service Hiring Paying Supporting Developing Retaining Operations Sales Service ASTD 2006 이 찬 교수

  23. VALUE REPORTING CHAIN 재능관리 행동즉각적인 결과경영 효과 TM Action Immediate Result Business Effects Hire . . . . . . Fit = Stay & Perform . . < People Cost = > Margins Pay . . . . . . Incent = Innovate . . . New Product = > Market Share Support . . Focus = Productive . . > Output = > Rev Develop . . Skilled = Quality . . . . Retain Cust. = < Marketing Retain . . . Commit = Stay . . . . . . < T cost = > Income ASTD 2006 이 찬 교수

  24. 3. STRUCTURAL MODEL 3. PREVIEW 3 Capitals as Viewed 1. 2. External Anticipated Market Changes & Associated Costs Internal Vision Brand Culture Strategy Plan Structural Facilities Technology Processes Patents Relational Patients Families Regulators Suppliers Competitors Human Executives Managers Professionals Technicians Key Position Requirements By Year Analysis of Sources and Methods Executives – Managers – Professionals - Technicians 4. FUTURECAST Future Sources and Methods Executives – Managers – Professionals - Technicians Recruitment Management Leadership Development 5. 6. PERFORMANCE MEASUREMENT Measures of Business Effects ASTD 2006 이 찬 교수

  25. 4. KEY POSITION REQUIREMENTS Analysis of Recruitment Sources and Methods 채용 자원과 방법 분석 Workforce Performance Executives Managers Professionals Technicians Sourcing Media Advertising Agencies Referrals Events ASTD 2006 이 찬 교수

  26. 5. FUTURECAST Future Sources and Methods미래 원천과 방법 Executives – Managers – Professionals - Technicians Recruitment Management Source Analysis & Selection Assessment - Fit - Capability - Tenure - Lost Time Vacancy Projections Leadership Development Requirements Analysis - Job Assignments - Projects - Training - Mentoring - Education Readiness Projections ASTD 2006 이 찬 교수

  27. TM LINKAGE HC INVESTMENTS Cost to Manage Contingent Percent HR spend per Employee LABOR COSTS Labor cost as % of revenue Labor cost per employee Benefits cost as % of revenue Benefits cost per employee TM INVESTMENTS Staffing Leadership Development Performance Management Workforce Planning Training & Education Retention COMPANY RESULTS FINANCIALS Revenue Gross Profit Operating Income Earnings per Share Return on Assets MARKET POSITION Market Share Share Growth Rate Customer Retention OPERATIONS IT Spend R&D Spend Marketing Spend ASTD 2006 이 찬 교수

  28. TM LINKAGE HC INVESTMENTS Cost to Manage Contingent Percent HR spend per Employee LABOR COSTS Labor cost as % of revenue Labor cost per employee Benefits cost as % of revenue Benefits cost per employee TM INVESTMENTS Staffing Leadership Development Performance Management Workforce Planning Training & Education Retention COMPANY RESULTS FINANCIALS Revenue Gross Profit Operating Income Earnings per Share Return on Assets MARKET POSITION Market Share Share Growth Rate Customer Retention OPERATIONS IT Spend R&D Spend Marketing Spend ASTD 2006 이 찬 교수

  29. TMI ANALYSIS HC INVESTMENTS Cost to Manage Contingent Percent HR spend per Employee LABOR COSTS Labor cost as % of revenue Labor cost per employee Benefits cost as % of revenue Benefits cost per employee TM INVESTMENTS Staffing Leadership Development Performance Management Workforce Planning Training & Education Retention RESULTS COMPANY FINANCIALS Revenue Gross Profit SG&A Expense Operating Income Net Income Earnings per Share Return on Assets PreTax Profit Margin MARKET POSITION Market Share Growth Rate Customer Retention Customer Net Gain OPERATIONS IT Spend as % of Revenue R&D Spend as % of Revenue Marketing Spend as % of Rev ASTD 2006 이 찬 교수

  30. EARLY RESULTS PLANNING & LEADERSHIP DEVELOPMENT Big Pharma Found How to Link P & D for Accelerated Leader Development, Improved Manager Retention STAFFING Assessment Pays Off in Retail and Telephone Sales (+25% time to standard and + 6%) in hourly sales) and Retention (+40%) PERFORMANCE MEASUREMENT Logistics Service Uses Restructuring, Pay Redesign and Employee Survey to Support 20% Gain in Profits ASTD 2006 이 찬 교수

  31. EARLY RESULTS Training & Development Medical Center Linked Training to Competency Models for All Staff and Measured Results Against Financials and Patient Care Retention International Supply Chain Manager Studied Turnover in Warehouses and Found People Join, Stay and Leave for Different Reasons: Dropped Turnover 50% Reducing Operating Expense Productivity Distribution Center Pickers Turnover 3x Norm - Cost $2.25M. Applied Training & Comp Saving $1.85M in Productivity Loss due to Turnover ASTD 2006 이 찬 교수

  32. HPI & the Balance Scorecard (TU Performance RM) 1/4 ASTD 2006 이 찬 교수

  33. HPI & the Balance Scorecard 2/4 • Line of Sight: problem, gaps, root causes, solutions, and evaluation • Problem: (who) sales associates in the (where) central region are (what) $360,000 below Product Y sales goals in the (when) 1st quarter potentially impacting ABC Company’s (worth) net profitability. ASTD 2006 이 찬 교수

  34. HPI & the Balance Scorecard 3/4 • Gaps Individual Team__________ Quantitative Expected 3.0 sales/person/day$3K 300 sales assoc=$900K Actual 1.7 1.8K =$360K Gap 1.3 1.2K =$540K Qualitative Expected mystery shop:9.0/10.0 Customer Sat 4.7/5.0 Actual 6.5 3.2 Gap 2.5 1.5 ASTD 2006 이 찬 교수

  35. HPI & the Balance Scorecard 4/4 • Root Causes: • Product push for higher net value of sale rather than based on customer needs • Workload and staffing: number of customer accounts assigned to fewer sales associates • Lack of skills and knowledge on needs based sales and service • Recommend Solutions: • Implement sales and service process aligned with selection and performance management • Workload, workflow, structure, and staffing models analysis and revision • Targeted needs based sales and service skills training and job aids followed by OJT coaching ASTD 2006 이 찬 교수

  36. Q & A Dr. Chan Lee chanlee@snu.ac.kr Tel. (02) 880 - 4838 ASTD 2006 이 찬 교수

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