平衡记分卡（Balanced Scorecard）概要学习与成长- 雇员满意度- 团队精神- 信息利用程度财务- 成本最优使命 愿景 战略客户- 客户满意度内部运营流程- 有效的内部控制 - 有效的供应商管理 - 综合利用多种获得资源的途径 - 流程不断改进平衡记分卡的目标与衡量方法MISSION To provide acquisition and assistance services to support accomplishment of the Departments programmatic goals and objectives.STRATEGY To change the present systems culture, management systems, and line processes consistent with the principles of Quality Management, in order to establish and maintain: a customer focus, a sense of urgency, continuous and breakthrough process improvement, and an emphasis on results.VISION To deliver on a timely basis the best value product or service to our customers while maintaining the publics trust and fulfilling public policy objectives.CUSTOMER- Customer SatisfactionCUSTOMER PERSPECTIVEA-6Customer SatisfactionCORE Customer Satisfaction Index Data Source: Customer Climate Survey Also, documented results from formal Baldrige, Presidential or Energy Quality Award Self-Assessments and Site Visit EvaluationsElements:Timeliness: Extent of customer satisfaction with timeliness of procurement processing; planning activities; and on-going communicationsQuality: Extent of customer satisfaction with the quality of procurement servicesCommunications: Extent to which procurement communicates accurate information which impacts the work of my organization85% customer satisfaction rating in 1998 (90% in 1999, 95% in 2000)CUSTOMER PERSPECTIVEOBJECTIVE MEASURE NATIONAL TARGET A-7CUSTOMER PERSPECTIVEOBJECTIVE MEASURE NATIONAL TARGET (Appropriate targets will be negotiated between the Cognizant DOE Contracting Officer and the contractor purchasing organization)Customer Satisfaction (Cont .) OPTIONAL Data Source: Real-time Transactional Survey (if appropriate)Elements Menu:Schedule Cost Best Value Performance against standard/commitment Overall SatisfactionA-8INTERNAL BUSINESS PROCESSES -Effective Internal Controls -Effective Supplier Management -Effective Utilization of AlternateProcurerment Approaches -Streamlined Processes -Acquisition Process -Good Corporate Citizenship throughPurchasingINTERNAL BUSINESS PROCESS PERSPECTIVEA-13Effective Internal Controls Data Source: Transactional review of purchasing files, review boards and Local Purchasing Information Systems (LPIS)Effective Supplier Management Data Source: LPISEffective Utilization of Alternate Procurement Approaches Data Source: LPISCore: % of systems in full compliance with stakeholder requirements (e.g., applicable laws, regulations, terms and conditions of contracts, ethics, etc.) based on self-assessment and subject to fatal flaw considerationsCore: % Delivery on-timeOptional: Supplier Satisfaction Prequalified suppliers as a % of all suppliers Rejection rates due to non-conformance to contract requirementsCore: Optimum % of transactions placed by users (JIT, Procurement Card, etc. divided by the sum of total transactions)Optional: % utilization of ICPT and other leveraged purchases % of RFPs over $100K issued electronicallyA-14Meets or exceeds expectations85% on-time delivery (includes JIT)(Appropriate targets will be negotiated between the Cognizant DOE Contracting Officer and the contractor purchasing organization)INTERNAL BUSINESS PERSPECTIVEOBJECTIVE MEASURE NATIONAL TARGET Streamlined Processes Data Source: LPISAcquisition Process Data Source: LPISGood Corporate Citizenship through Purchasing Data Source: Local goals as negotiated with cognizant DOE officeCore: Number of critical processes reengineered/ redesigned. or re-validatedOptional: % purchase action utilization of Electronic CommerceCore: Average cycle time (exception: Procurement Card)Optional: Average cycle time($100,000)Core: % of economic and social diversity and local participation program goals achieved, including:SB and SDB GoalsRegional/Local Outreach/SupportGood Neighbor ProgramA-15 Two annually20 days cycle time (CAPS)Specific negotiations with local DOE OfficeINTERNAL BUSINESS PERSPECTIVEOBJECTIVE MEASURE NATIONAL TARGET LEARNING AND GROWTH - Employee Satisfaction - Employee Alignment -Information AvailabilityLEARNING AND GROWTH PERSPECTIVEA-21Employee SatisfactionData Source: Employee Climate Survey Also, documented results from formal Baldrige, Presidential or Energy Quality Award Self-Assessments and Site Visit EvaluationsEmployee AlignmentData Source: Employee Performance Appraisals and Local Purchasing Information Systems as appropriateInformation AvailabilityLocal Purchasing Information Systems as appropriateLEARNING AND GROWTH PERSPECTIVE OBJECTIVE MEASURE NATIONAL TARGET Core:Employee Satisfaction Index Employee Satisfaction I