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(balanced scorecard) (key performance
indicators)
(management by objectives) (competence management) (benchmarking)
&
(Financial)
(Customer)
(Internal Processes)
(Learning & Growth)
KPI =
KPIKPI
KPI --
80/20
20% 80%
80% 20%
20%
KPIKPI
KPA (Key Process Area) KPA (Goal) (Key Practices)
KPA
KPIKPI
KRA (Key Result Area)
KPI KPI
KPI(clear)(specific)
(measurable)
KPI
()
KPIKPI
KPI
(improve customer service)
(Reduce average customer wait times by 30% by year end)
KPI KPI
(Relevant to the Strategic Objective)
(Controllable)
(Actionable)
KPI KPI
(Simple)
4~6
(Credible)
KPI KPI
(Productivity)
(//)
(Quality)
(,,)
(Profitability)
()
(Timeliness)
(//)(,)
KPIKPI ()
(Process efficiency)
(Resource utilization)
( )
(Cost Control)
(,,)
(Growth)
(,/,)
KPIKPI
(Direct number)
(e.g., ).
(e.g.,).
(Percentage)
(e.g.,)(Simple ratio)
(e.g.,,)
(Index)
KPI KPI
(Composite Average)
(e.g., )
(Statistics)
(e.g., )
KPI KPI
Financial
Customer
Internalprocess
Learning & Growth
(drivers)
(Outcomes)
KPl KPl
??
KPIKPI
KPl KPl
KPI
KPI KPI
Financial
Customer
Internalprocess
Learning & Growth
Q & A28