1D - Customer Value

7/30/2019 1D - Customer Value

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KebutuhanCustomer

Desain danProduksi

AtributProduk

ProsesPemanfaatan

CustomerValue

KepuasanCustomer

Kondisi SebelumPemanfaatan

Kondisi SetelahPemanfaatan

KonsekuensiPemanfaatan


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SPEED CONNECTIVITY INTANGIBLES

Anytime

Real Time

Online

Interactive

Anyplace

Learning

Anticipating

Filtering

Customizing

Upgrading

1#$&

$#.Employee

Empowerment

Cross-FunctionalTeam/Organization

Partnered RelationshipNetwork Organization

CustomerRelationshipManagement

Customer Value

HUBUNGANVERTIKAL

HUBUNGANHORIZONTAL

HUBUNGANEKSTERNAL

HUBUNGAN DENGANCUSTOMER

On-line InformationSystem, Internet

HUBUNGANGEOGRAFIK


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Paradigma Customer Value

KEYAKINAN DASAR: (1) bisnis merupakan suatu mata rantai yang menghubungkan pemasok

dengancustomers, (2) customers merupakan tujuanpekerjaan, (3) sukses merupakan hasil penilaian

terhadap suara customers

NILAI DASAR: (1) integritas, (2) kerendahan hati, dan (3)kesediaan untuk melayani.

PengetahuanManajemen

TampakLuar

Mindsetyang

Melandasi

Perilaku Bisnis

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DirekturUtama

DirekturPemasaran

DirekturOperasi

DirekturKeuangan

DirekturUmum

BagianPromosi

BagianPenjualan

SeksiPenerimaan

Order

SeksiPengiriman

Jenjangmenengah

Jenjangbawah


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Direksi

Order Getting

System

Order Filling

System

After Sales

Service

System

SDM Akuntansi

Operation

Planning &

Control

Operation Engineering Utilities

ORGANISASI FUNGSIONAL UTAMA

ORGANISASI FUNGSIONAL

PENDUKUNG

Logistic

Cross-Functional Team



Auditor

InternKeuangan

Marketing

Umum

ORGANISASI

SISTEM


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Pemasaran

DesainAkuntansi

Pengiriman

Produksi

Customer ACustomer B

Pemasaran

DesainAkuntansi

Pengiriman

Produksi

>?-

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Produk Jadi A

Cell A

MesinBubut

Mesin

Las

MesinPotong

Produk Jadi B

Cell B

MesinBubut

MesinLas

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Monitoring System

Implementation System

Budgeting System

Programming System

Strategic Planning System

Strategy Formulation System

Tactical

Strategic

Operational

Feedback

Feedforward

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PERSPEKTIFKEUANGAN

PERSPEKTIFCUSTOMER

PERSPEKTIFPROSES

PERSPEKTIFPEMBELAJARAN DANPERTUMBUHAN

Human Capital InformationCapital

OrganizationCapital

OperationsManagement

Processes

CustomerManagement

Processes

InnovationProcesses

Regulatory andSocial

Processes

Customer Value Proposition(More Value-Added)

Long-Term Shareholder Value

Process thatproduce and

deliverproducts and

services

Process thatenhance

customervalue

Process thatcreate new

products andservices

Process thatimprove

communityand the

environment

SkillsTraining

Knowledge

Systems

DatabasesNetworks

CultureLeadership

AlignmentTeamwork

3>H

:

::>H>-

VISION: SMDC is avalue-driven, integratedorganizationwhichwillberecognizedforexcellenceincustomer service, qualitypatient care, financialstrength, andsupport of

communityhealth

FINANCIALPERSPECTIVETofinanciallysustainourmission, whatmust wefocuson?

CUSTOMERPERSPECTIVEToachieveourvision, howshouldweappeartoour customer?

PROCESSPERSPECTIVETosatisfyourcustomer, whichprocessesmustweexcelat?

LEARNING &GROWTHPERSPECTIVEHow wewillsustainour ability

tochangeandimprove?

Astrongfinancialbasetosustainourmissionandachieveour vision

Cost-efficient careservice

Managedgrowth

Maximumhighmarginmarket opportunities

PRIMARYCAREPATIENTS

SPECIALTYCAREPATIENTS/REFERRING

PHYSICIANS

PAYERS/EMPLOYERS

Excellentservice

Personalrelationship

Leading- edge

technology

InnovativePrograms

Price-Competitive

Service

Leading- edge

expertise

Outstandingcustomer service

ContinuedClinicalExcellence

OperationalExcellence

Easyaccess

On-timeservice

Friendly,attentive

interactions

Developedleading-edge

techniquesandprograms

Developedresearch

opportunitiesallignedwith

targetedgrowthareas

Continuallydeveloped

subspecializedclinicalservices

Clinicalpracticemanagement

Optimizedstaffefficiency

RedesignedOperationsforefficiencyandeffectiveness

Clearlycommunicated

expectationsandaccountabilities

alignedwithstrategicpriorities

Anenvironment tosupport employeeengagement and

committment to themission

Recruitedandretainedqualified

staff

Implementedtechnologyand

developedfacil itiesandinfrastructureto

support internalprocess

Developedleadership and

management talent

FINANCIALDIMENSION

TRIPLEBOTTOM LINE

CUSTOMERDIMENSION

PROCESSTECHNOLOGYDIMENSION

ENVIRONMENTALDIMENSION

HUMANRESOURCEDIMENSION

Economicvaluesustainablyin the

longrun

Valuegenerated throughasystemof corporatesocial

responsibility

Valuegeneratedthrough

environmentalmanagement

Sustainableprofitablegrowth

Improvedoperatingefficiency

To be the best purchasing option for our customer

Brandimage Innovativeand highmarginproducts

Customersatisfaction

Effectivecommunicationtoselectedtargets

Effectiveresearchand

introductionofnewproducts

ImplementedCRM and

e-business

Improvedsupplychainprocesses Optimum

transformationprocess

Compliancewiththehighest quality,health, andsafety

standards

Socialimpactsmanagement

systems

Minimumenvironmentalimpact througheco-efficiency

concept

Developedemployeesbased

onstrategiccompetencies

Consolidatedinternalculture oncompany'svalues

Deployedscorecard

RiskManagement

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PERSPEKTIFKEUANGAN

PERSPEKTIFCUSTOMER

PERSPEKTIFPROSES

PERSPEKTIFPEMBELAJARANDAN PERTUMBUHAN

Productivity Strategy Growth Strategy

Long-TermShareholder Value

Expanded RevenueOpportunity

Improved CostStructure

Increased AssetsUtilization

CUSTOMER VALUE PREPOSITION

Price Quality Availability Selection Functionality Service Brand

RelationshipProduct Attributes

Partnership

Image

OPERATIONMANAGEMENT

PROCESS

CUSTOMERMANAGEMENT

PROCESS

INNOVATIONPROCESS

REGULATORYANDSOCIAL PROCESS

InboundProductionOutboundRisk mgmt

SelectionAcquisitionRetentionGrowth

Opportunity IDR&D PortfolioDesign/DevelopLaunch

EnvironmentSafety & HealthEmploymentCommunity

OrganizationStructure and

Capability

InformationSystem

EmployeeCapability

EmployeeCommitment

3>H

:

::>H>-

VISION: SMDC is avalue-driven, integratedorganizationwhichwillberecognizedforexcellenceincustomer service, qualitypatient care, financialstrength, andsupport of

communityhealth

FINANCIALPERSPECTIVETofinanciallysustainourmission, whatmust wefocuson?

CUSTOMERPERSPECTIVEToachieveourvision, howshouldweappeartoour customer?

PROCESSPERSPECTIVETosatisfyourcustomer, whichprocessesmustweexcelat?

LEARNING &GROWTHPERSPECTIVEHow wewillsustainour ability

tochangeandimprove?

Astrongfinancialbasetosustainourmissionandachieveour vision

Cost-efficient careservice

Managedgrowth

Maximumhighmarginmarket opportunities

PRIMARYCAREPATIENTS

SPECIALTYCAREPATIENTS/REFERRING

PHYSICIANS

PAYERS/EMPLOYERS

Excellentservice

Personalrelationship

Leading- edge

technology

InnovativePrograms

Price-Competitive

Service

Leading- edge

expertise

Outstandingcustomer service

ContinuedClinicalExcellence

OperationalExcellence

Easyaccess

On-timeservice

Friendly,attentive

interactions

Developedleading-edge

techniquesandprograms

Developedresearch

opportunitiesallignedwith

targetedgrowthareas

Continuallydeveloped

subspecializedclinicalservices

Clinicalpracticemanagement

Optimizedstaffefficiency

RedesignedOperationsforefficiencyandeffectiveness

Clearlycommunicated

expectationsandaccountabilities

alignedwithstrategicpriorities

Anenvironment tosupport employeeengagement and

committment to themission

Recruitedandretainedqualified

staff

Implementedtechnologyand

developedfacil itiesandinfrastructureto

support internalprocess

Developedleadership and

management talent

>--?

:-

>

Long-termshareholdervalueFINANCIALPERSPECTIVETofinanciallysustainourmission,whatmustwe focuson?

CUSTOMERPERSPECTIVEToachieve ourvision,howshouldwe appeartoourcustomer?

PROCESSPERSPECTIVETosatisfy ourcustomer,whichprocessesmustwe excelat?

LEARNING&GROWTHPERSPECTIVEHow we willsustainour abilitytochange andimprove?

Revenues fromnew customers

Become industry costleader

Maximum use ofexistingassets

Lowest-cost(highest-profit)

supplier

Perfectquality Appropriateselection

Speedpurchase

Six Sigma/TQMprocess

improvementcapability

IncreasedproductivityRevenue Growth

Increasedcustomers'

accountshare

Offerproducts andservices thatare consistent,timely,and low cost

Acapable, motivated, and technologicallyenabled workforce

OperationManagement

CustomerManagement Inovation

Regulatory&Social

Outstandingsupplier

relationship

Efficient,timely

distribution

Producegoodsandservices:

cost,quality,time

Managerisk Provide

ongoingservice

Provideconvenient

oderhandlingprocess

Providedesiredv ariety

ofproducts/services

Processinnovation

Managecapitalproject

Avoidenvironmental

andsafetyaccidents

Contribute tocommunities

ElectronicSupplierand

CustomerRelationship

Improvedprocesses:

better,faster, andcheaper

FasilitatedKnowledge Sharing

andReplicatedBestPractice


24/26

Long-term shareholder valueFINANCIALPERSPECTIVETo financiallysustain ourmission, whatmust we focuson?

CUSTOMER

PERSPECTIVETo achieve ourvision, howshould we appearto our customer?

PROCESSPERSPECTIVETo satisfy ourcustomer, whichprocesses mustwe excel at?

LEARNING &GROWTHPERSPECTIVEHow we willsustain our abilityto change andimprove?

Revenues fromnew productsManaged total

life-cycle productcosts

First to market

High performance products:smaller, faster, lighter, cooler, more

accurate, more storage, brighter...New customer

segments

Deep functionalexpertise

Increased productivityRevenue Growth

Gross margins:new product

Products and service that expand existing performance boundaries into the

highly desirable

Acapable, motivated, and technologicallyenabled workforce

OperationManagement

Customer

Management InovationRegulatory&

Social

Flexiblerobust

processes

Supplycapacity for

rapidgrowth

Rapidintroduction

of newproducts

In-lineexperimen- tation andimprove-

ment

Educatecustomer about

complex newproducts/services

Capturecustomer ideasfor new product/

service

Diciplined,high-perfor-

mance productdevelop-

ment

Productdevelopment

time: fromidea tomarket

Minizedproduct

liability &environmental

impact

Contribute tocommunities

Creative,versatile

employees;cross-functional

teamwork

Virtual productprototyping and

simulation

Creativity,innovation

CAD/CAM

Find, motivate, grow, and ret ain the best talented people

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1D - Customer Value

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