SlideShare a Scribd company logo

حقيبة تدريبية بعنوان مؤشرات الأداء الرئيسية KPIs.pdf

•
•
A
Abdulmajeed70384

kgdtyox

Economy & Finance
1 of 69
Download to read offline
‫وﺗﻘﺪﻳﻢ‬ ‫إﻋﺪاد‬ : ‫م‬ . ‫اﻟﺰﻫﺮاﻧﻲ‬ ‫أﺣﻤﺪ‬
‫ﺗﻨﺒﻴﻪ‬ : ‫ﺗﻌﻮد‬ ‫ﺣﻘﻮق‬ ‫ﻣﻠﻜﻴﺔ‬ ‫اﻟﺤﻘﻴﺒﺔ‬ ‫ﻟﻠﻤﺪرب‬ ‫م‬ . ‫أﺣﻤﺪ‬ ‫اﻟﺰﻫﺮاﻧﻲ‬ ‫وﻻ‬ ‫ﻳﺠﻮز‬ ‫ﻧﺴﺨﻬﺎ‬ ‫أو‬ ‫ﻧﺸﺮﻫﺎ‬ ‫أو‬ ‫ﻧﺸﺮ‬ ‫أي‬ ‫ﺟﺰء‬ ‫ﻣﻨﻬﺎ‬ ‫أو‬ ‫اﺳﺘﺨﺪاﻣﻬﺎ‬ ‫ﻲﻓ‬ ‫أﻏﺮاض‬ ‫أﺧﺮى‬ ‫ﻛﺎﻟﺘﺪرﻳﺐ‬ ‫واﻤﻟﺆﺗﻤﺮات‬ ‫وأﻋﻤﺎل‬ ‫اﻟﺘﺄﻟﻴﻒ‬ ‫وﻧﺤﻮﻫﺎ‬ ‫إﻻ‬ ‫ﺑﺎﻹﺳﺘﺌﺬان‬ ‫ﻣﻦ‬ ‫اﻤﻟﺪرب‬ . ‫ﻟﻸﻫﻤﻴﺔ‬ ‫ﺟﺮى‬ ‫اﻟﺘﻨﺒﻴﻪ‬ . ‫اﻤﻟﻠﻜﻴﺔ‬ ‫ﺣﻘﻮق‬
‫اﻟﺪورة‬ ‫ﻣﺤﺎور‬  ‫اﻤﻟﺤﻮر‬ ‫اﻷول‬ : ‫ﻧﻤﻮذج‬ ‫اﻹدارة‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Strategic Management Model : • ‫اﻤﻟﺴﺢ‬ ‫اﻟﺒﻴﺌﻲ‬ ) ‫داﺧﻠﻲ‬ , ‫ﺧﺎرﺟﻲ‬ ( • ‫ﺻﻴﺎﻏﺔ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ) ‫اﻟﺮﺳﺎﻟﺔ‬ , ‫اﻟﺮؤﻳﺔ‬ , ‫اﻟﻘﻴﻢ‬ , ‫اﻷﻫﺪاف‬ ‫واﻟﺨﺮﻳﻄﺔ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ , ‫ﻣﺴﺘﻮﻳﺎت‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ , ‫اﻟﺴﻴﺎﺳﺎت‬ ( • ‫ﺗﻨﻔﻴﺬ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ) ‫اﻟﺮﺒاﻣﺞ‬ , ‫اﻤﻟﻴﺰاﻧﻴﺔ‬ , ‫اﻹﺟﺮاءات‬ ( • ‫اﻟﺘﻘﻴﻴﻢ‬ ‫واﻤﻟﺘﺎﺑﻌﺔ‬ ) ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ (  ‫اﻤﻟﺤﻮر‬ ‫اﻟﺜﺎﻧﻲ‬ : ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ) KPIs ( • ‫ﺑﻌﺾ‬ ‫اﻷدوات‬ ‫اﻤﻟﺘﻌﻠﻘﺔ‬ ‫ﺑﺈدارة‬ ‫اﻷداء‬ • ‫اﻷرﻛﺎن‬ ‫اﻷﺳﺎﺳﻴﺔ‬ ‫ﻷﻧﻈﻤﺔ‬ ‫ﻗﻴﺎس‬ ‫اﻷداء‬ • ‫ﺗﻌﺮﻳﻒ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫واﻟﻘﻴﻢ‬ ‫اﻤﻟﻀﺎﻓﺔ‬ ‫ﻣﻦ‬ ‫اﺳﺘﺨﺪاﻣﻬﺎ‬ • ‫ﺧﺼﺎﺋﺺ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ • �‫ﻣﻌﺎﻳ‬ ‫اﻤﻟﺼﻄﻠﺤﺎت‬ ‫اﻤﻟﺘﻌﻠﻘﺔ‬ ‫ﺑﻤﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ • ‫ﻣﻨﻬﺠﻴﺔ‬ ‫ﺗﺤﺪﻳﺪ‬ ‫اﻤﻟﺴﺘﻬﺪﻓﺎت‬ Targets
‫اﻟﺪورة‬ ‫ﻣﺤﺎور‬  ‫اﻤﻟﺤﻮر‬ ‫اﻟﺜﺎﻟﺚ‬ : ‫ﺗﺼﻨﻴﻔﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ • ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ - ‫اﻟﺴﺎﺑﻘﺔ‬ ‫واﻟﻼﺣﻘﺔ‬ . • ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ - ‫اﻟﻜﻔﺎءة‬ ‫واﻟﻔﻌﺎﻟﻴﺔ‬ . • ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ - ‫اﻟﻜﻤﻴﺔ‬ ‫واﻟﻨﻮﻋﻴﺔ‬ . • ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ - ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫واﻟﺘﺸﻐﻴﻠﻴﺔ‬ . • ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ - �‫ﻣﻨﺎﻇ‬ ‫ﺑﻄﺎﻗﺔ‬ ‫اﻷداء‬ ‫اﻤﻟﺘﻮازن‬ .  ‫اﻤﻟﺤﻮر‬ ‫اﻟﺮاﺑﻊ‬ : ‫ﻣﺮاﺣﻞ‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ • ‫ﻣﺮاﺣﻞ‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ . • ‫ﺗﺤﺪﻳﺪ‬ ‫اﻷﻫﺪاف‬ ‫وﺗﺪرﺟﻬﺎ‬ ‫إﻟﻰ‬ ‫ﻣﺴﺘﻮى‬ ‫اﻟﻔﺮد‬ . • ‫ﺗﻄﻮﻳﺮ‬ ‫وﺗﺤﺪﻳﺪ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ . • ‫ﻧﻤﻮذج‬ ‫اﻤﻟﻨﻄﻖ‬ ) ‫ﻧﻤﻮذج‬ ‫ﺗﺤﻠﻴﻞ‬ ‫ﺗﺪﻓﻖ‬ ‫اﻟﻘﻴﻤﺔ‬ ( . • ‫ﺟﻤﻊ‬ ‫ﺑﻴﺎﻧﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ .
‫اﻟﺪورة‬ ‫ﻣﺤﺎور‬  ‫اﻤﻟﺤﻮر‬ ‫اﻟﺨﺎﻣﺲ‬ : ‫ﺗﻮﺛﻴﻖ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ • ‫ﻣﻜﻮﻧﺎت‬ ‫ﺑﻄﺎﻗﺔ‬ ‫ﻣﺆﺷﺮ‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻲ‬ . • ‫ﺑﻨﺎء‬ ‫ﺑﻄﺎﻗﺔ‬ ‫ﻣﺆﺷﺮ‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻲ‬ .  ‫اﻤﻟﺤﻮر‬ ‫اﻟﺴﺎدس‬ : ‫ﺗﻤﺜﻴﻞ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ً ‫ﺑﻴﺎﻧﻴﺎ‬ • ‫ﺑﻨﺎء‬ ‫ﺑﻄﺎﻗﺔ‬ ‫اﻟﻨﺘﺎﺋﺞ‬ Scorecard . • ‫ﺑﻨﺎء‬ ‫ﻟﻮﺣﺔ‬ ‫ﻣﺘﺎﺑﻌﺔ‬ ‫اﻷداء‬ Dashboard . • ‫ﺑﻌﺾ‬ ‫اﻷﺷﻜﺎل‬ ‫اﻟﺒﻴﺎﻧﻴﺔ‬ ‫اﻤﻟﺴﺘﺨﺪﻣﺔ‬ ‫ﻲﻓ‬ ‫ﺗﻤﺜﻴﻞ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ .
‫ﺍﻷﻭﻝ‬ ‫ﺍﶈﻮﺭ‬ : ‫ﺍﻹﺳﱰﺍﺗﻴﺠﻴﺔ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﳕﻮﺫﺝ‬ Strategic Management Model
‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻹدارة‬ ‫ﻧﻤﻮذج‬ Strategic Management Model ‫اﻟﺘﻘﻴﻴﻢ‬ ‫واﳌﺘﺎ�ﻌﺔ‬ ‫اﺗﻴﺠﻴﺔ‬��‫اﻻﺳ‬ ‫ﺻﻴﺎﻏﺔ‬ ) ‫اﻷﻣﺪ‬ ‫ﻃﻮ�ﻠﺔ‬‫ﺧﻄﻂ‬ ‫إﻋﺪاد‬ ( ‫اﺗﻴﺠﻴﺔ‬��‫اﻻﺳ‬‫ﺗﻨﻔﻴﺬ‬ ‫اﻟﺮﺳﺎﻟﺔ‬ ‫ﺳﺒﺐ‬ ‫وﺟﻮد‬ ‫اﻤﻟﻨﻈﻤﺔ‬ ‫اﻷﻫﺪاف‬ ‫ﻣﺎﻫﻲ‬ ‫اﻟﻨﺘﺎﺋﺞ‬ ‫اﻤﻟﻄﻠﻮب‬ ‫ﺗﺤﻘﻴﻘﻬﺎ‬ ‫وﻣﺘﻰ؟‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺎت‬ ‫اﻟﺨﻄﺔ‬ ‫ﻟﺘﺤﻘﻴﻖ‬ ‫اﻷﻫﺪاف‬ ‫اﻟﺴﻴﺎﺳﺎت‬ ‫اﻹرﺷﺎدات‬ ‫اﻟﻮاﺳﻌﺔ‬ ‫ﻻﺗﺨﺎذ‬ ‫اﻟﻘﺮار‬ ‫اﻟﺒﻴئي‬ ‫اﳌ�ح‬ ) ‫ﻣﻌﻠﻮﻣﺎت‬‫ﺟﻠﺐ‬ ( ً ‫ﺧﺎرﺟﻴﺎ‬ ً ‫داﺧﻠﻴﺎ‬ ‫اﻟﻔﺮص‬ ‫واﻟﺘﻬﺪﻳﺪات‬ ‫اﻟﻘﻮة‬ ‫ﻧﻘﺎط‬ ‫واﻟﻀﻌﻒ‬ ‫اﻟﺮﺒاﻣﺞ‬ ‫اﻟﻨﺸﺎﻃﺎت‬ ‫اﻤﻟﻄﻠﻮﺑﺔ‬ ‫ﻟﺘﺤﻘﻴﻖ‬ ‫اﻟﺨﻄﺔ‬ ) ‫اﻤﻟﺒﺎدرات‬ ( ‫اﻤﻟﻴﺰاﻧﻴﺔ‬ ‫ﺗﻜﺎﻟﻴﻒ‬ ‫اﻟﺮﺒاﻣﺞ‬ ‫اﻹﺟﺮاءات‬ ‫ﺗﺴﻠﺴﻞ‬ ‫اﻟﺨﻄﻮات‬ ‫اﻟﻼزﻣﺔ‬ ‫ﻟﻠﻘﻴﺎم‬ ‫ﺑﺎﻟﻌﻤﻞ‬ ‫اﻷداء‬ ‫اﻟﻨﺘﺎﺋﺞ‬ ‫اﻟﺤﻘﻴﻘﻴﺔ‬ ‫اﻤﻟﺮﺗﺠﻌﺔ‬ ‫اﻟﺘﻐﺬﻳﺔ‬ ‫اﻟﺮؤﻳﺔ‬ ‫اﻟﻨﻈﺮة‬ ‫اﻤﻟﺴﺘﻘﺒﻠﻴﺔ‬ ‫ﻟﻠﻤﻨﻈﻤﺔ‬ ‫اﻟﻘﻴﻢ‬ ‫اﻤﻟﺒﺎدئ‬ ‫واﻟﺴﻠﻮﻛﻴﺎت‬  ‫ﻧﻤﻮذج‬ ‫اﻹدارة‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Strategic Management Model
 ‫اﻤﻟﺴﺢ‬ ‫اﻟﺒﻴﺌﻲ‬ Environmental Scanning  ‫ﺗﺤﻠﻴﻞ‬ SWOT ‫اﻟﻘﻮة‬ ‫ﻧﻘﺎط‬ ‫اﻟﻀﻌﻒ‬ ‫ﻧﻘﺎط‬ ‫اﻟﻔﺮص‬ ‫اﻟﺘﻬﺪﻳﺪات‬ ‫ﺧﺎرﺟﻴﺔ‬ ‫ﻋﻮاﻣﻞ‬ External Factors ‫داﺧﻠﻴﺔ‬ ‫ﻋﻮاﻣﻞ‬ Internal Factors ‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻹدارة‬ ‫ﻧﻤﻮذج‬ Strategic Management Model
 ‫اﻤﻟﺴﺢ‬ ‫اﻟﺒﻴﺌﻲ‬ Environmental Scanning  ‫ﺗﺤﻠﻴﻞ‬ PRIMO-F  ‫ﺗﺤﻠﻴﻞ‬ PESTEL Political ‫ﻋﻮاﻣﻞ‬ ‫ﺳﻴﺎﺳﻴﺔ‬ Economic ‫ﻋﻮاﻣﻞ‬ ‫اﻗﺘﺼﺎدﻳﺔ‬ Social ‫ﻋﻮاﻣﻞ‬ ‫اﺟﺘﻤﺎﻋﻴﺔ‬ Technological ‫ﻋﻮاﻣﻞ‬ ‫ﺗﻘﻨﻴﺔ‬ Legal ‫ﻋﻮاﻣﻞ‬ ‫ﻗﺎﻧﻮﻧﻴﺔ‬ Environmental ‫ﻋﻮاﻣﻞ‬ ‫ﺑﻴﺌﻴﺔ‬ ‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻹدارة‬ ‫ﻧﻤﻮذج‬ Strategic Management Model
‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻹدارة‬ ‫ﻧﻤﻮذج‬ Strategic Management Model  ‫ﺻﻴﺎﻏﺔ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Strategy Formulation ‫اﻟﺮﺳﺎﻟﺔ‬ Mission ‫اﻟﺮؤﻳﺔ‬ Vision ‫اﻟﻘﻴﻢ‬ Values ‫وﺟﻮد‬ ‫وﻫﺪف‬ ‫ﺳﺒﺐ‬ ‫اﻤﻟﻨﻈﻤﺔ‬ ‫اﻤﻟﺴﺘﻘﺒﻠﻴﺔ‬ ‫اﻟﻨﻈﺮة‬ ‫ﻟﻠﻤﻨﻈﻤﺔ‬ ‫اﻟﺘﻲ‬ ‫واﻟﻘﻮاﻋﺪ‬ ‫اﻤﻟﺒﺎدىء‬ ‫اﻤﻟﻨﻈﻤﺔ‬ ‫ﺳﻠﻮك‬ ‫ﺳﺘﻘﻮد‬ ‫ﺗﻌﺮﻳﻔﻬﺎ‬ ‫ﺧﺼﺎﺋﺼﻬﺎ‬  ‫اﻹﺑﻼغ‬ ‫ﺳﻬﻠﺔ‬ .  ‫ﻣﻊ‬ �‫ﺗﺘﻐ‬ ‫ﻻ‬ ‫ﻋﺎم‬ ‫ﺑﺸﻜﻞ‬ ‫اﻟﻮﻗﺖ‬ ‫ﻣﺮور‬ .  ‫ﺗﻨﻔﻴﺬﻫﺎ‬ ‫ﻋﻠﻰ‬ ‫ﺰ‬ ّ ‫ﻳﺤﻔ‬ ‫ﺗﺤﺪي‬ .  ‫ﻟﻠﺘﺤﻘﻴﻖ‬ ‫وﻗﺎﺑﻠﺔ‬ ‫ﻣﻠﻤﻮﺳﺔ‬ ‫ﻣﺤﺪد‬ ‫زﻣﻨﻲ‬ ‫إﻃﺎر‬ ‫ﻲﻓ‬ .  ‫ﻤﺔ‬ِ‫ﻠﻬ‬ُ‫ﻣ‬ ‫و‬ ‫اﻟﺘﻤﻴﺰ‬ ‫ﺗﻌﻜﺲ‬ .  ‫اﻤﻟﻨﻈﻤﺔ‬ ‫ﻣﺒﺎدئ‬ ‫ﺗﺸﻜﻞ‬ .  ‫اﻟﺴﻠﻮﻛﻴﺎت‬ ‫ﺗﺤﺪد‬ �‫اﻤﻟﻮﻇﻔ‬ ‫ﻣﻦ‬ ‫اﻤﻟﺘﻮﻗﻌﺔ‬ . ‫ﻣﺜﺎل‬ ‫ﻟﻠﺸﺮﻛﺎء‬ ‫ﻗﻴﻤﺔ‬ ‫أﻓﻀﻞ‬ ‫ﺗﺤﻘﻴﻖ‬ ‫وﻣﻮاردﻧﺎ‬ ‫ﻣﺼﺎدرﻧﺎ‬ ‫ﺧﻼل‬ ‫ﻣﻦ‬ ‫ﻣﺴﺘﺪاﻣﺔ‬ ‫ﺑﻄﺮﻳﻘﺔ‬ ‫اﻤﻟﺘﻜﺎﻣﻠﺔ‬ ‫رﻓﻴﻊ‬ ‫ﻋﺎﻤﻟﻲ‬ ‫ﻣﺴﺘﻮى‬ ‫وذات‬ ‫اﻟﺘﻤﻴﺰ‬ ‫واﻹﻟﺘﺰام‬ ‫اﻟﻌﺎﻤﻟﻲ‬ ‫اﻟﻮﻃﻨﻲ‬ ) ‫اﻟﻨﺰاﻫﺔ‬ , ‫اﻷﻣﺎﻧﺔ‬ , ‫ﻓﺮﻳﻖ‬ ‫روح‬ ‫اﻟﻮاﺣﺪ‬ ‫اﻟﻌﻤﻞ‬ , ‫اﻟﺸﻔﺎﻓﻴﺔ‬ , ‫اﻟﺤﻤﺎس‬ (...
‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻹدارة‬ ‫ﻧﻤﻮذج‬ Strategic Management Model  ‫ﺻﻴﺎﻏﺔ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Strategy Formulation ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ �‫ﻣﻨﺎﻇ‬ ) ‫اﻤﻟﺘﻮازن‬ ‫اﻷداء‬ ‫ﺑﻄﺎﻗﺔ‬ ( Learning and Growth ‫واﻟﻨﻤﻮ‬ ‫اﻟﺘﻌﻠﻢ‬ Internal Business Process ‫اﻟﻌﻤﻠﻴﺎت‬ ‫اﻟﺪاﺧﻠﻴﺔ‬ Customers ‫اﻟﻌﻤﻼء‬ Finance ‫اﻤﻟﺎﻟﻴﺔ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻷﻫﺪاف‬
‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻹدارة‬ ‫ﻧﻤﻮذج‬ Strategic Management Model  ‫ﺻﻴﺎﻏﺔ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Strategy Formulation ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻟﺨﺮﻳﻄﺔ‬ Strategy Map Learning and Growth ‫واﻟﻨﻤﻮ‬ ‫اﻟﺘﻌﻠﻢ‬ Internal Business Process ‫اﻟﺪاﺧﻠﻴﺔ‬ ‫اﻟﻌﻤﻠﻴﺎت‬ Customers ‫اﻟﻌﻤﻼء‬ Finance ‫اﻤﻟﺎﻟﻴﺔ‬ Develop Talent ‫اﻤﻟﻮاﻫﺐ‬ ‫ﺗﻄﻮﻳﺮ‬ Improve IT ‫اﻟﺘﻘﻨﻴﺔ‬ �‫ﺗﺤﺴ‬ Reinforce Culture ‫اﻟﺜﻘﺎﻓﺔ‬ ‫ﺗﻌﺰﻳﺰ‬ Engineer Tolerances ‫اﻻﻧﺘﺎج‬ ‫دﻗﺔ‬ Improve QC ‫اﻟﺠﻮدة‬ �‫ﺗﺤﺴ‬ Reduce Waste ‫اﻷﺧﻄﺎء‬ ‫ﺗﻘﻠﻴﻞ‬ Improve Distribution ‫اﻟﺘﻮزﻳﻊ‬ �‫ﺗﺤﺴ‬ Segment Market ‫اﻟﺴﻮق‬ ‫ﺗﺼﻨﻴﻒ‬ Understand Customers ‫اﻟﻌﻤﻼء‬ ‫ﻓﻬﻢ‬ Gives the customer highest quality product ‫ﺟﻮدة‬ ‫ﺑﺄﻋﻠﻰ‬ ‫ﻣﻨﺘﺞ‬ ‫اﻟﻌﻤﻴﻞ‬ ‫ﻣﻨﺢ‬ Gives the customer product with best price ‫ﻣﻨﺘﺞ‬ ‫اﻟﻌﻤﻴﻞ‬ ‫ﻣﻨﺢ‬ ‫ﺳﻌﺮ‬ ‫ﺑﺄﻓﻀﻞ‬ Solves Customers’ Problems ‫اﻟﻌﻤﻼء‬ ‫ﻣﺸﺎﻛﻞ‬ ‫ﺣﻞ‬ Grow Revenue ‫اﻹﻳﺮادات‬ ‫ﻧﻤﻮ‬ Satisfy Shareholders �‫اﻤﻟﺴﺎﻫﻤ‬ ‫إرﺿﺎء‬ Improve EBITDA ‫اﻷرﺑﺎح‬ �‫ﺗﺤﺴ‬ 
‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻹدارة‬ ‫ﻧﻤﻮذج‬ Strategic Management Model  ‫ﺻﻴﺎﻏﺔ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Strategy Formulation : Corporate ‫اﻤﻟﻨﻈﻤﺔ‬ ‫اﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Business ‫اﻷﻋﻤﺎل‬ ‫اﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Functional ‫اﻟﻮﻇﻴﻔﻴﺔ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Growth ‫اﻟﻨﻤﻮ‬ Stability ‫اﻻﺳﺘﻘﺮار‬ Retrenchment ‫اﻟﻨﻔﻘﺎت‬ ‫ﺗﺨﻔﻴﺾ‬ Liquidation ‫اﻟﺘﺼﻔﻴﺔ‬ Cost Leadership ‫ﺗﺮﺷﻴﺪ‬ ‫اﻟﺘﻜﺎﻟﻴﻒ‬ Differentiation ‫اﻟﺘﻤﻴﺰ‬ Focus ‫اﻟﺮﺘﻛﻴﺰ‬ Diversification ‫اﻟﺘﻨﻮع‬ ‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫ﻣﺴﺘﻮﻳﺎت‬
‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻹدارة‬ ‫ﻧﻤﻮذج‬ Strategic Management Model  ‫ﺻﻴﺎﻏﺔ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Strategy Formulation ‫اﻟﺴﻴﺎﺳﺎت‬ ) Policies ( : ‫ﻫﻲ‬ ‫ﻣﺠﻤﻮﻋﺔ‬ ‫ﻣﻦ‬ ‫اﻤﻟﺒﺎدىء‬ ‫أو‬ ‫اﻟﻘﻮاﻋﺪ‬ ‫اﻟﺘﻲ‬ ‫ﻳﺠﺐ‬ ‫ﻋﻠﻰ‬ �‫اﻟﻌﺎﻣﻠ‬ ‫اﺗﺒﺎﻋﻬﺎ‬ ‫ﻟﺘﺤﻘﻴﻖ‬ ‫أﻫﺪاف‬ ‫اﻤﻟﻨﻈﻤﺔ‬ . ‫ﻣﺜﺎل‬ : — ‫ﻣﻊ‬ ‫ﻣﺮاﻋﺎة‬ ‫اﻷﻧﻈﻤﺔ‬ ‫اﻟﺪوﻟﻴﺔ‬ ‫اﻤﻟﻄﺒﻘﺔ‬ ‫ﻲﻓ‬ ‫ﻧﻘﻞ‬ ‫اﻤﻟﻮاد‬ ‫اﻟﺨﻄﺮة‬ , ‫ﻻ‬ ‫ﻳﺠﻮز‬ ‫أن‬ ‫ﻳﻨﻘﻞ‬ ‫ﺑﺎﻟﻄﺎﺋﺮة‬ ‫أي‬ ‫ﻣﻮاد‬ ‫ﺧﻄﺮة‬ ‫إﻻ‬ ‫ﺑﺘﺼﺮﻳﺢ‬ ‫ﻣﻦ‬ ‫ﻫﻴﺌﺔ‬ ‫اﻟﻄ�ان‬ ‫اﻤﻟﺪﻧﻲ‬ . — ‫ﻻ‬ ‫ﻳﺠﻮز‬ ‫اﻟﻄ�ان‬ ‫ﻲﻓ‬ ‫إﻗﻠﻴﻢ‬ ‫اﻤﻟﻤﻠﻜﺔ‬ ‫ﺑﻄﺎﺋﺮات‬ ‫ﻣﺠﻬﺰة‬ ‫ﺑﺂﻻت‬ ‫اﻟﺘﺼﻮﻳﺮ‬ ‫أو‬ ‫اﻤﻟﺴﺢ‬ ‫اﻟﺠﻮ‬ ‫ي‬ ‫أو‬ ‫اﺳﺘﻌﻤﺎل‬ ‫ﻫﺬه‬ ‫اﻵﻻت‬ ‫إﻻ‬ ‫ﺑﺘﺼﺮﻳﺢ‬ ‫ﻣﻦ‬ ‫ﻫﻴﺌﺔ‬ ‫اﻟﻄ�ان‬ ‫اﻤﻟﺪﻧﻲ‬ .
 ‫ﺗﻨﻔﻴﺬ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Strategy Implementation ‫اﻟﺮﺒاﻣﺞ‬ ) Programs ( : ‫اﻟﻨﺸﺎﻃﺎت‬ ‫اﻤﻟﻄﻠﻮﺑﺔ‬ ‫ﻟﺘﺤﻘﻴﻖ‬ ‫اﻟﺨﻄﺔ‬ . ‫ﻣﺜﺎل‬ : — ‫ﺑﺮﻧﺎﻣﺞ‬ ‫اﻟﺘﺤﻮل‬ ‫اﻟﻮﻃﻨﻲ‬ . — ‫ﺑﺮﻧﺎﻣﺞ‬ ‫ﺟﻮدة‬ ‫اﻟﺤﻴﺎة‬ . — ‫ﺑﺮﻧﺎﻣﺞ‬ ‫ﺧﺪﻣﺔ‬ ‫ﺿﻴﻮف‬ ‫اﻟﺮﺣﻤﻦ‬ . — ‫ﺑﺮﻧﺎﻣﺞ‬ ‫اﻹﺳﻜﺎن‬ . ‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻹدارة‬ ‫ﻧﻤﻮذج‬ Strategic Management Model
 ‫ﺗﻨﻔﻴﺬ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Strategy Implementation ‫اﻤﻟﻴﺰاﻧﻴﺔ‬ ) Budgets ( : ‫ﺗﻜﺎﻟﻴﻒ‬ ‫اﻟﺮﺒاﻣﺞ‬ ‫اﻤﻟﻄﻠﻮﺑﺔ‬ ‫ﻟﺘﺤﻘﻴﻖ‬ ‫اﻟﺨﻄﺔ‬ . ‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻹدارة‬ ‫ﻧﻤﻮذج‬ Strategic Management Model
 ‫ﺗﻨﻔﻴﺬ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Strategy Implementation ‫اﻹﺟﺮاءات‬ ) Procedures ( : ‫ﻫﻲ‬ ‫اﻟﺨﻄﻮات‬ ‫اﻟﺘﻲ‬ ‫ﻳﺠﺐ‬ ‫اﺗﺒﺎﻋﻬﺎ‬ ‫ﻟﺘﻨﻔﻴﺬ‬ ‫ﻣﻬﺎم‬ ‫ﻣﺤﺪدة‬ . ‫ﻣﺜﺎل‬ : — ‫ﻻﺳﺘﺨﺮاج‬ ‫ﺗﺼﺮﻳﺢ‬ ‫دﺧﻮل‬ ‫ﻳﺠﺐ‬ ‫ﺗﻌﺒﺌﺔ‬ ‫اﻟﻨﻤﻮذج‬ PF01 ‫وﻣﻦ‬ ‫ﺛﻢ‬ ‫اﻋﺘﻤﺎده‬ ‫ﻣﻦ‬ ‫ﻣﺪﻳﺮ‬ ‫اﻹدارة‬ ‫اﻤﻟﻌﻨﻴﺔ‬ ‫وإرﻓﺎق‬ ‫ﺻﻮرة‬ ‫اﻟﻬﻮﻳﺔ‬ ‫وﻣﻦ‬ ‫ﺛﻢ‬ ‫إرﺳﺎل‬ ‫اﻟﻄﻠﺐ‬ ‫ﻣﻦ‬ ‫ﺧﻼل‬ ‫ﻧﻈﺎم‬ ‫اﻷﻣﻦ‬ ‫اﻤﻟﺮﻛﺰي‬ . — ‫ﻟﻠﺘﻘﺪﻳﻢ‬ ‫ﻲﻓ‬ ‫ﺑﺮﻧﺎﻣﺞ‬ ‫ﻣﺴﺎﻋﺪة‬ ‫اﻤﻟﻮﻇﻒ‬ ‫ﻳﺘﻢ‬ ‫اﻟﺪﺧﻮل‬ ‫ﻋﻠﻰ‬ ‫ﻧﻈﺎم‬ ‫ﻣﺴﺎﻋﺪة‬ ‫اﻤﻟﻮﻇﻒ‬ ‫وﻣﻦ‬ ‫ﺛﻢ‬ ‫ﺗﻌﺒﺌ‬ ‫ﺔ‬ ‫ﻧﻤﻮذج‬ ‫اﻟﻄﻠﺐ‬ ‫وﺗﻮﻗﻴﻌﻪ‬ ‫وإرﻓﺎق‬ ‫اﻤﻟﺴﺘﻨﺪات‬ ‫اﻤﻟﻄﻠﻮﺑﺔ‬ ‫ﺛﻢ‬ ‫اﻟﻀﻐﻂ‬ ‫ﻋﻠﻰ‬ ‫أﻳﻘﻮﻧﺔ‬ ‫اﻹرﺳﺎل‬ . ‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻹدارة‬ ‫ﻧﻤﻮذج‬ Strategic Management Model
 ‫اﻟﺘﻘﻴﻴﻢ‬ ‫واﻤﻟﺘﺎﺑﻌﺔ‬ Evaluation & Control ‫اﻟﺘﻘﻴﻴﻢ‬ ‫واﻤﻟﺘﺎﺑﻌﺔ‬ ) Evaluation & Control ( : ‫ﻫﻲ‬ ‫ﻋﻤﻠﻴﺔ‬ ‫ﻣﺮاﻗﺒﺔ‬ ‫ﺑﺮاﻣﺞ‬ ‫اﻤﻟﻨﻈﻤﺔ‬ ‫وأﻧﺸﻄﺘﻬﺎ‬ ‫وﻧﺘﺎﺋﺞ‬ ‫اﻷداء‬ ‫ﺑﺤﻴﺚ‬ ‫ﻳﻤﻜﻦ‬ ‫ﻣﻘﺎرﻧﺔ‬ ‫اﻷداء‬ ‫اﻟﻔﻌﻠﻲ‬ ‫ﺑﺎﻷداء‬ ‫اﻤﻟﻄﻠﻮب‬ ‫أو‬ ‫اﻤﻟﺴﺘﻬﺪف‬ . ‫اﻹﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻹدارة‬ ‫ﻧﻤﻮذج‬ Strategic Management Model ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ KPIs
‫ﺍﻟﺜﺎﻧﻲ‬ ‫ﺍﶈﻮﺭ‬ : ‫ﺍﻟﺮﺋﻴﺴﻴﺔ‬ ‫ﺍﻷﺩﺍء‬ ‫ﻣﺆﺷﺮﺍﺕ‬ KPIs
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬  ‫ﺑﻌﺾ‬ ‫اﻷدوات‬ ‫اﻤﻟﺘﻌﻠﻘﺔ‬ ‫ﺑﺈدارة‬ ‫اﻷداء‬ ‫اﻻﺗﺼﺎﻻت‬ ‫ﻋﺎﻟﻢ‬ ‫ﻲﻓ‬ ‫اﻟﺮﻳﺎدة‬ ‫اﻟﺮؤﻳﺔ‬ Vision Statement ‫ﻋﺎﻟﻴﺔ‬ ‫ﺟﻮدة‬ ‫ذات‬ ‫ﺧﺪﻣﺎت‬ ‫ﺗﻘﺪﻳﻢ‬ ‫ﺧﻼل‬ ‫ﻣﻦ‬ ‫ﻟﻠﺸﺮﻛﺎء‬ ‫ﻗﻴﻤﺔ‬ ‫أﻓﻀﻞ‬ ‫ﺗﺤﻘﻴﻖ‬ ‫اﻟﺮﺳﺎﻟﺔ‬ Mission Statement ‫اﻟﺸﻔﺎﻓﻴﺔ‬ ‫اﻟﻘﻴﻢ‬ Value Statement ‫اﻟﺠﻮدة‬ ‫اﻟﻘﻴﻤﺔ‬ ‫ﻣﺤﺮﻛﺎت‬ Value Drivers ‫اﻟﺴﻮﻗﻴﺔ‬ ‫اﻟﺤﺼﺔ‬ ‫زﻳﺎدة‬ ‫اﻷﻫﺪاف‬ Objective # �‫اﻟﻌﺎﻣﻠ‬ ‫ﻋﺪد‬ ‫ﻣﻘﺎﻳﻴﺲ‬ Metrics % ‫اﻤﻟﻮاﻫﺐ‬ ‫اﻟﺘﺠﺮﺑﺔ‬ ‫ﻟﻔﺮﺘة‬ ‫اﻤﻟﺠﺘﺎزﻳﻦ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ KPIs 80 % ‫اﻤﻟﺴﺘﻬﺪﻓﺎت‬ Targets ‫اﻟﻘﻴﺎدات‬ ‫ﺗﻄﻮﻳﺮ‬ ‫ﺑﺮﻧﺎﻣﺞ‬ ‫اﻟﺮﺒاﻣﺞ‬ Programs ‫ﻟﻨﻈﺎم‬ ‫اﻟﻨﻬﺎﺋﻲ‬ ‫اﻟﺘﻄﺒﻴﻖ‬ ERP ‫اﻤﻟﺒﺎدرات‬ Initiatives ‫إﻧﻬﺎء‬ 50 % ‫ﺑﺘﺎرﻳﺦ‬ ‫اﻟﺘﺪرﻳﺒﻴﺔ‬ ‫اﻟﺮﺒاﻣﺞ‬ ‫ﻣﻦ‬ 30 ‫ﻣﺎﻳﻮ‬ ‫اﻟﻬﺎﻣﺔ‬ ‫اﻷﺣﺪاث‬ Milestones ‫اﻟﻌﻤﻞ‬ ‫ﻹﻧﺠﺎز‬ ‫اﻤﻟﻄﻠﻮﺑﺔ‬ ‫اﻟﺠﺪارات‬ ‫ﺗﺤﺪﻳﺪ‬ ‫اﻤﻟﻬﺎم‬ Tasks
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬  ‫اﻷرﻛﺎن‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫ﻷﻧﻈﻤﺔ‬ ‫ﻗﻴﺎس‬ ‫اﻷداء‬ : ‫ﻟﺘﺤﻘﻴﻘﻬﺎ‬ ‫واﺿﺤﺔ‬ ‫أﻫﺪاف‬ ‫رﺋﻴﺴﻴﺔ‬ ‫أداء‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫ﻟﻘﻴﺎس‬ ‫ﺑﻴﺎﻧﺎت‬ ‫اﻟﻘﺮارات‬ ‫اﺗﺨﺎذ‬ ‫واﻤﻟﺒﺎدرات‬ ‫اﻤﻟﻮارد‬ ‫اﻤﻟﺴﺘﻤﺮ‬ �‫اﻟﺘﺤﺴ‬ ‫اﻤﻟﺼﻠﺤﺔ‬ ‫أﺻﺤﺎب‬ ‫إﺷﺮاك‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻷﻫﺪاف‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ KPIs ‫اﻤﻟﺒﺎدرات‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬  ‫ﻣﺎﻫﻲ‬ ‫ﻣﺆﺷﺮات‬ ‫ﻗﻴﺎس‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ Key Performance Indicators (KPIs) ‫؟‬ ‫ﻫﻲ‬ ‫أدوات‬ ‫ﻗﻴﺎس‬ ‫ﺗﺴﺎﻋﺪ‬ ‫ﻲﻓ‬ ‫ﺗﻘﻴﻴﻢ‬ ‫ﻣﺪى‬ ‫ﻧﺠﺎﺣﻨﺎ‬ ‫ﻲﻓ‬ �‫اﻟﺴ‬ ‫ﻧﺤﻮ‬ ‫ﺗﺤﻘﻴﻖ‬ ‫أﻫﺪاﻓﻨﺎ‬ . ‫ﺗﺤﻮﻳﻞ‬ ‫اﻷﻫﺪاف‬ ‫واﻹﺟﺮاءات‬ ‫ﺻﻴﻐﺔ‬ ‫ﻳﻤﻜﻦ‬ ‫ﻗﻴﺎﺳﻬﺎ‬ ً ‫رﻗﻤﻴﺎ‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬  ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ Key Performance Indicators (KPIs) ‫؟‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺟﻤﻴﻊ‬ KPIs ‫ﻛﻤﻴﺔ‬ ‫ﻣﺆﺷﺮات‬ ‫ﻫﻲ‬ All KPIs are Quantitative
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬  ‫ﻣﺎﻫﻲ‬ ‫اﻟﻘﻴﻤﺔ‬ ‫اﻤﻟﻀﺎﻓﺔ‬ ‫ﻣﻦ‬ ‫اﺳﺘﺨﺪام‬ ‫ﻣﺆﺷﺮات‬ ‫ﻗﻴﺎس‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ (KPIs) ‫؟‬ ‫اﻟﻮﺿﻮح‬ Clarity ‫اﻟﺮﺘﻛﻴﺰ‬ Focus �‫اﻟﺘﺤﺴ‬ Improvement ‫اﻻرﺗﺒﺎط‬ Engagement ‫اﻟﺘﻮاﺻﻞ‬ Communication ‫اﻟﺘﻌﻠﻢ‬ Learning  ‫ﺗﻘﺪﻳﻢ‬ ‫ﻋﺮض‬ ‫رﻗﻤﻲ‬ ‫ﺗﻔﺼﻴﻠﻲ‬ ‫ﻟﻠﻨﺘﺎﺋﺞ‬ ‫اﻟﺘﻲ‬ ‫ﺗﺮﻏﺐ‬ ‫ﺑﺘﺤﻘﻴﻘﻬﺎ‬ .  ‫ﺗﺤﺪﻳﺪ‬ ‫اﻟﻔﺠﻮة‬ �‫ﺑ‬ ‫اﻷداء‬ ‫اﻟﺤﺎﻟﻲ‬ ‫واﻷداء‬ ‫اﻤﻟﻄﻠﻮب‬ ‫أو‬ ‫اﻤﻟﺴﺘﻬﺪف‬ .  ‫اﻟﺘﻌﺮف‬ ‫ﻋﻠﻰ‬ ‫أﻣﺎﻛﻦ‬ ‫اﻟﺨﻠﻞ‬ ‫واﻤﻟﺸﻜﻼت‬ ‫وﺗﺤﺪﻳﺪ‬ ‫اﻷوﻟﻮﻳﺎت‬ .  ‫اﻟﺘﻌﺮف‬ ‫ﻋﻠﻰ‬ ‫اﻤﻟﺨﺎﻃﺮ‬ .  �‫ﺗﻮﻓ‬ ‫ﻣﺪﺧﻼت‬ ‫ﺗﺴﺎﻋﺪ‬ ‫ﻲﻓ‬ ‫ﻋﻤﻠﻴﺔ‬ ‫اﻟﺘﺨﻄﻴﻂ‬ ‫واﺗﺨﺎذ‬ ‫اﻟﻘﺮار‬ ‫ﻟﺘﻌﺰﻳﺰ‬ ‫ﻋﻤﻠﻴﺔ‬ �‫اﻟﺘﺤﺴ‬ ‫اﻤﻟﺴﺘﻤﺮ‬ ‫داﺧﻞ‬ ‫اﻤﻟﻨﻈﻤ‬ ‫ﺔ‬ .  �‫ﺗﻮﻓ‬ ‫ﺑﻴﺎﻧﺎت‬ ‫ﺗﺴﺎﻋﺪ‬ ‫ﻲﻓ‬ ‫ﺳﺮﻋﺔ‬ ‫اﺗﺨﺎذ‬ ‫اﻻﺟﺮاءات‬ ‫اﻟﺘﺼﺤﻴﺤﻴﺔ‬ ‫أو‬ ‫اﻟﻮﻗﺎﺋﻴﺔ‬ .  ‫ﺗﻤﻨﺢ‬ ‫اﻟﺸﻌﻮر‬ ‫ﺑﺎﻤﻟﻠﻜﻴﺔ‬ ‫ﻣﻦ‬ ‫ﺧﻼل‬ ‫ﻣﺒﺪأ‬ ‫اﻤﻟﺴﺆوﻟﻴﺔ‬ ‫واﻤﻟﺴﺎﺋﻠﺔ‬ .  ‫أداة‬ ‫ﺗﺤﻔﻴﺰ‬ ‫ﻋﻨﺪ‬ ‫ﺗﺤﻘﻴﻖ‬ ‫ﻧﺘﺎﺋﺞ‬ ‫ﺟﻴﺪة‬ .  ‫اﻤﻟﺸﺎرﻛﺔ‬ ‫ﻲﻓ‬ ‫ﻧﻈﺎم‬ ‫اﻟﻌﻤﻞ‬ ‫ﻋﺎﻟﻲ‬ ‫اﻷداء‬ HPWS .  ‫ﺗﻌﺰﻳﺰ‬ ‫اﻟﺘﻮاﺻﻞ‬ ‫اﻟﻔﻌﺎل‬ ‫ﻣﻊ‬ ‫أﺻﺤﺎب‬ ‫اﻤﻟﺼﻠﺤﺔ‬ .  ‫ﺗﻌﺰﻳﺰ‬ ‫اﻟﺘﻮاﺻﻞ‬ ‫اﻟﻔﻌﺎل‬ �‫ﺑ‬ ‫اﻟﻮﺣﺪات‬ ‫اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫ﻟﺘﺤﻘﻴﻖ‬ ‫اﻷﻫﺪاف‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ .  �‫اﻟﺘﻤﻜ‬ ‫ﻣﻦ‬ ‫ﻣﻘﺎرﻧﺔ‬ ‫اﻟﻨﺘﺎﺋﺞ‬ �‫ﺑﺎﻤﻟﻌﺎﻳ‬ ‫اﻟﻌﺎﻤﻟﻴﺔ‬ ‫أو‬ �‫ﺑﺎﻤﻟﻨﺎﻓﺴ‬ ‫وﺗﺤﺪﻳﺪ‬ ‫اﻟﻔﺮص‬ ‫اﻤﻟﺴﺘﻘﺒﻠﻴﺔ‬ .  ‫ﺗﺼﻮر‬ ‫اﻷﻋﻤﺎل‬ ‫وﺗﻔﻬﻤﻬﺎ‬ ‫ﺑﺸﻜﻞ‬ ‫أﻛﺮﺒ‬ .
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬  ‫ﺧﺼﺎﺋﺺ‬ ‫ﻣﺆﺷﺮ‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻲ‬ : ) CREAM ( Clear ً ‫واﺿﺤﺎ‬ ‫دﻗﻴﻖ‬ Relevant ‫ﺻﻠﺔ‬ ‫ذو‬ ‫واﻟﺘﻘﻴﻴﻢ‬ ‫ﻟﻸﻫﺪاف‬ ‫ﻣﻼﺋﻢ‬ Economic ً ‫اﻗﺘﺼﺎدﻳﺎ‬ ‫ﻣﻌﻘﻮﻟﺔ‬ ‫ﺑﺘﻜﻠﻔﺔ‬ ‫ﻣﺘﻮﻓﺮ‬ Adequate ً ‫ﻛﺎﻓﻴﺎ‬ ‫ﻛﺎﻓﻴﺔ‬ ‫ﻣﻌﻠﻮﻣﺎت‬ ‫ﺗﻘﺪﻳﻢ‬ Monitorable ‫ﻟﻠﻤﺘﺎﺑﻌﺔ‬ ً ‫ﻗﺎﺑﻼ‬ ) ‫واﻟﺮﺻﺪ‬ ‫ﻟﻠﻘﻴﺎس‬ ( ‫اﻤﻟﺮاﻗﺒﺔ‬ ‫ﺳﻬﻞ‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬  �‫ﻣﻌﺎﻳ‬ ‫اﻤﻟﺼﻄﻠﺤﺎت‬ Terminology Standards : ‫اﻷﻫﺪاف‬ Objectives ‫ﺑـ‬ ‫ﺗﺒﺪأ‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ KPIs ‫ﺑـ‬ ‫ﺗﺒﺪأ‬ ‫اﻤﻟﺒﺎدرات‬ Initiatives ‫ﺑـ‬ ‫ﺗﺒﺪأ‬ ‫ﻓﻌﻞ‬ Verb ‫اﺳﻢ‬ Noun $: ‫ﻣﺎﻟﻴﺔ‬ ‫ﻗﻴﻤﺔ‬ #: ‫ﻋﺪد‬ %: ‫ﻣﺌﻮﻳﺔ‬ ‫ﻧﺴﺒﺔ‬ ‫اﻟﻮﻇﻴﻔﻲ‬ ‫اﻟﺮﺿﺎ‬ ‫زﻳﺎدة‬ $ ‫اﻻﺳﺘﺜﻤﺎر‬ ‫ﻣﻦ‬ ‫اﻟﻌﺎﺋﺪ‬ # ‫اﺳﺘﻘﺒﺎﻟﻬﺎ‬ ‫ﺗﻢ‬ ‫اﻟﺘﻲ‬ ‫اﻟﺸﻜﺎوى‬ % ‫ﻟﻠﻤﻮاﻫﺐ‬ ‫اﻟﻮﻇﻴﻔﻲ‬ ‫اﻟﺮﺿﺎ‬ �‫ﻟﻠﻔﻨﻴ‬ ‫اﻟﻌﻤﻠﻲ‬ ‫اﻟﺘﺪرﻳﺐ‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬  �‫ﻣﻌﺎﻳ‬ ‫اﻤﻟﺼﻄﻠﺤﺎت‬ Terminology Standards : $ ‫اﻟﺮﺑﺢ‬ ‫ﺻﺎﻲﻓ‬ ‫اﻟﺴﻮﻗﻴﺔ‬ ‫اﻟﺤﺼﺔ‬ ‫زﻳﺎدة‬ # ‫اﻟﺠﺪارات‬ ‫ﻻﺧﺘﺒﺎر‬ ‫اﻤﻟﺠﺘﺎزﻳﻦ‬ �‫اﻟﻌﺎﻣﻠ‬ ‫ﻧﻈﺎم‬ ‫ﻟﺘﻄﺒﻴﻖ‬ ‫ﺧﺎرﺟﻴﺔ‬ ‫ﺟﻬﺔ‬ ‫ﻣﻊ‬ ‫اﻟﺘﻌﺎﻗﺪ‬ ERP % ‫اﻟﻌﻤﻼء‬ ‫رﺿﺎ‬ ‫اﻟﻄﺎﺋﺮات‬ ‫ﺻﻴﺎﻧﺔ‬ ‫ﻋﻤﻠﻴﺔ‬ �‫ﺗﺤﺴ‬ ‫ﻟﻠﻤﻮاﻫﺐ‬ ‫اﻟﺘﺪرﻳﺒﻲ‬ ‫اﻟﺮﺒﻧﺎﻣﺞ‬ $ ‫اﻟﺨﺪﻣﺔ‬ ‫ﺗﻜﻠﻔﺔ‬ / ‫اﻟﻌﻤﻴﻞ‬ ‫رﺋﻴﺴﻲ‬ ‫أداء‬ ‫ﻣﺆﺷﺮ‬ KPI ‫رﺋﻴﺴﻲ‬ ‫أداء‬ ‫ﻣﺆﺷﺮ‬ KPI ‫رﺋﻴﺴﻲ‬ ‫أداء‬ ‫ﻣﺆﺷﺮ‬ KPI ‫رﺋﻴﺴﻲ‬ ‫أداء‬ ‫ﻣﺆﺷﺮ‬ KPI ‫ﻫﺪف‬ Objective ‫ﻫﺪف‬ Objective ‫ﻣﺒﺎدرة‬ Initiative ‫ﻣﺒﺎدرة‬ Initiative
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫اﻟﺮؤﻳﺔ‬ ‫اﻟﺮﺳﺎﻟﺔ‬ ‫اﻟﻘﻴﻢ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﺔ‬ ‫اﻷﻫﺪاف‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ) KPIs ( ‫اﻤﻟﺒﺎدرات‬ ‫اﻤﻟﺴﺘﻬﺪﻓﺎت‬ ) Targets ( ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ) KPIs ( ‫اﻤﻟﺴﺘﻬﺪﻓﺎت‬ ) Targets (  �‫ﻣﻌﺎﻳ‬ ‫اﻤﻟﺼﻄﻠﺤﺎت‬ Terminology Standards :
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷﻫﺪاف‬ ‫اﻟﺠﺴﻢ‬ ‫وزن‬ ‫ﺗﺨﻔﻴﻒ‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ) KPIs ( # ‫اﻟﻮزن‬ ‫ﻓﻘﺪان‬ ‫ﻣﻌﺪل‬ ‫اﻤﻟﺒﺎدرات‬ ‫ﺻﺤﻲ‬ ‫ﻧﺎدي‬ ‫ﻲﻓ‬ ‫اﻻﺷﺮﺘاك‬ ‫اﻤﻟﺴﺘﻬﺪﻓﺎت‬ ) Targets ( 8 ‫ﻛﺠﻢ‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ) KPIs ( # ‫اﻤﻟﺤﺮوﻗﺔ‬ ‫اﻟﺴﻌﺮات‬ ‫ﻋﺪد‬ / ‫اﻟﻴﻮم‬ ‫اﻤﻟﺴﺘﻬﺪﻓﺎت‬ ) Targets ( 200 ‫ﺣﺮارﻳﺔ‬ ‫ﺳﻌﺮة‬ / ‫اﻟﻴﻮم‬ ‫اﻟﺮؤﻳﺔ‬ ‫ﺣﻴﺎة‬ ‫ﻋﻠﻰ‬ ‫اﻤﻟﺤﺎﻓﻈﺔ‬ ‫ﺳﻠﻴﻤﺔ‬ ‫ﺻﺤﻴﺔ‬  �‫ﻣﻌﺎﻳ‬ ‫اﻤﻟﺼﻄﻠﺤﺎت‬ Terminology Standards : ) ‫ﻣﺜﺎل‬ (
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷﻫﺪاف‬ �‫ﺑﻤﻌﺎﻳ‬ ‫ﺧﺪﻣﺎت‬ ‫ﺗﻘﺪﻳﻢ‬ ‫اﻟﺠﻮدة‬ ‫ﻣﻦ‬ ‫ﻋﺎﻟﻴﺔ‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ) KPIs ( % ‫اﻟﻌﻤﻼء‬ ‫رﺿﺎ‬ ‫اﻤﻟﺒﺎدرات‬ ‫ﻟﻠﻌﻤﻼء‬ ‫اﻤﻟﻘﺪﻣﺔ‬ ‫ﻟﻠﺨﺪﻣﺎت‬ ‫اﻟﺮﻗﻤﻲ‬ ‫اﻟﺘﺤﻮل‬ ‫اﻤﻟﺴﺘﻬﺪﻓﺎت‬ ) Targets ( 90 % ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ) KPIs ( % ‫أﺗﻤﺘﺘﻬﺎ‬ ‫ﺗﻢ‬ ‫اﻟﺘﻲ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫اﻤﻟﺴﺘﻬﺪﻓﺎت‬ ) Targets ( 95 % ‫اﻟﺮؤﻳﺔ‬ ‫ﻧﻜﻮن‬ ‫أن‬ ‫ﻧﺘﻄﻠﻊ‬ ‫ﻲﻓ‬ ‫اﻟﺮاﺋﺪة‬ ‫اﻤﻟﻨﻈﻤﺔ‬ ‫اﻟﻄ�ان‬ ‫ﺧﺪﻣﺎت‬ ‫ﻣﺠﺎل‬ ‫اﻤﻟﺪﻧﻲ‬  �‫ﻣﻌﺎﻳ‬ ‫اﻤﻟﺼﻄﻠﺤﺎت‬ Terminology Standards : ) ‫ﻣﺜﺎل‬ (
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬  ‫اﻷﻫﺪاف‬ Objectives : Specific ‫ﻣﺤﺪدة‬ Measurable ‫ﻳﻤﻜﻦ‬ ‫ﻗﻴﺎﺳﻬﺎ‬ Attainable ‫ﻳﻤﻜﻦ‬ ‫ﺗﺤﻘﻴﻘﻬﺎ‬ Relevant ‫ﻣﺮﺗﺒﻄﺔ‬ ‫ﺑﻌﻤﻠﻪ‬ Time bound ‫زﻣﻨﻲ‬ ‫إﻃﺎر‬ ‫ﻣﺤﺪد‬ ‫اﻟﺬﻛﻴﺔ‬ ‫اﻷﻫﺪاف‬ ) ‫ﻣﺜﺎل‬ ( ‫إﻟﻰ‬ ‫ﻟﺘﺼﻞ‬ ‫اﻟﻌﻤﻼء‬ ‫رﺿﺎ‬ ‫ﻧﺴﺒﺔ‬ �‫ﺗﺤﺴ‬ 85 % ‫ﻋﺎم‬ ‫ﺑﻨﻬﺎﻳﺔ‬ 2021
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬  ‫ﻣﻨﻬﺠﻴﺔ‬ ‫ﺗﺤﺪﻳﺪ‬ ‫اﻤﻟﺴﺘﻬﺪﻓﺎت‬ Targets : • ‫ﻣﺴﺘﻬﺪف‬ ‫وﺿﻊ‬ ‫وﺻﻌﺐ‬ ‫ﻃﻤﻮح‬ 1 ‫إﺟﺮاء‬ ‫أﺳﺎس‬ ‫ﻋﻠﻰ‬ ‫ﺗﺪرﻳﺠﻲ‬ �‫ﺗﺤﺴ‬ ‫ا‬ ‫ﻷ‬ ‫داء‬ ‫اﻟﺴﺎﺑﻖ‬ ‫اﻟﻔﻌﻠﻲ‬ 2 ‫إﺟﺮاء‬ ‫اﻤﻟﻘﺎرﻧﺔ‬ ‫اﻤﻟﺮﺟﻌﻴﺔ‬ ) Benchmarking ( ‫اﻟﻘﻄﺎع‬ ‫ﻲﻓ‬ ‫اﻟﺠﻬﺎت‬ ‫أﻓﻀﻞ‬ ‫ﻣﻊ‬ 3 ‫إﺟﺮاء‬ ‫اﻤﻟﻘﺎرﻧﺔ‬ ‫اﻤﻟﺮﺟﻌﻴﺔ‬ ) Benchmarking ( ‫ﻣﻊ‬ ‫ﻋﺎﻤﻟﻲ‬ ‫ﻣﻌﻴﺎر‬ 4
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬  ‫ﺗﺤﺪﻳﺪ‬ ‫اﻤﻟﺒﺎدرات‬ Initiatives : ‫ﻣﻼﺣﻈﺎت‬ ‫اﻷﺧﺮى‬ ‫اﻤﻟﻮارد‬ ‫اﻟﺒﺸﺮﻳﺔ‬ ‫اﻤﻟﻮارد‬ ‫ﻣﻨﺨﻔﻀﺔ‬ ‫ﻣﺘﻮﺳﻄﺔ‬ ‫ﻋﺎﻟﻴﺔ‬ ‫اﻟﺘﻄﺒﻴ‬ ‫أوﻟﻮﻳﺔ‬ ‫ﻖ‬ ‫ﻗﺎﻧﻮﻧﻴﺔ‬ ‫ﺗﺨﻄﻴﻄﻴﺔ‬ ‫ﺗﻨﻈﻴﻤﻴﺔ‬ ‫اﻤﻟﺒﺎدرة‬ ‫ﻓﺌﺔ‬ ‫اﻟﻨﻬﺎﻳﺔ‬ ‫ﻣﻮﻋﺪ‬ ‫اﻟﺒﺪاﻳﺔ‬ ‫ﻣﻮﻋﺪ‬ ‫ﻣﺘﻮﻗﻒ‬ ‫ﻣﺘﺄﺧﺮ‬ ‫اﻤﻟﺨﻄﻂ‬ ‫ﻋﻦ‬ ‫ﺟﺎري‬ ‫اﻤﻟﺨﻄﻂ‬ ‫وﻓﻖ‬ ‫اﻹﻧﺠﺎز‬ ‫ﺣﺎﻟﺔ‬ ‫اﻤﻟﺒﺎدرة‬ ‫اﺳﻢ‬ ‫اﻤﻟﺒﺎدرة‬ ‫وﺻﻒ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻲ‬ ‫اﻟﻬﺪف‬ ‫اﻟﺘﺸﻐﻴﻠﻲ‬ ‫اﻟﻬﺪف‬ ‫اﻟﻌﻤﻞ‬ ‫ﺧﻄﻮات‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫اﻤﻟﺎﻟﻴﺔ‬ ‫اﻤﻟﻮارد‬ ‫اﻤﻟﺒﺎدرة‬ ‫ﻋﻦ‬ ‫اﻤﻟﺴﺆول‬ ‫اﻤﻟﺒﺎدر‬ ‫ﺑﻴﺎﻧﺎت‬ ‫ة‬ ‫اﻟﻬﺪف‬ ‫اﻟﻌﻤﻞ‬ ‫إﺟﺮاءات‬ ‫ﻣﺘﻄﻠﺒﺎت‬ ‫اﻟﺘﺸﻐﻴﻞ‬ ‫اﻤﻟﺨﺎﻃﺮ‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻤﻟﺨﺎﻃﺮ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻤﻟﺨﺎﻃﺮ‬
‫ﺍﻟﺜﺎﻟﺚ‬ ‫ﺍﶈﻮﺭ‬ : ‫ﺍﻟﺮﺋﻴﺴﻴﺔ‬ ‫ﺍﻷﺩﺍء‬ ‫ﻣﺆﺷﺮﺍﺕ‬ ‫ﺗﺼﻨﻴﻔﺎﺕ‬
‫ﻣﺆﺷﺮات‬ ‫ﺗﺼﻨﻴﻔﺎت‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬  ‫ﺗﺼﻨﻴﻔﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫ﺳﺎﺑﻘﺔ‬ ‫ﻣﺆﺷﺮات‬ Leading ) ‫ﺳﺒﺐ‬ Cause ( ‫ﻻﺣﻘﺔ‬ ‫ﻣﺆﺷﺮات‬ Lagging ) ‫ﻧﺘﻴﺠﺔ‬ Effect ( ‫اﻟﺘﺼﻨﻴﻒ‬ ‫اﻷول‬ ‫ﻣﺆﺷﺮات‬ ‫ﺳﺎﺑﻘﺔ‬ ‫وﻻﺣﻘﺔ‬ ) ‫ﺳﺒﺐ‬ ‫وﻧﺘﻴﺠﺔ‬ ( – ) ‫ﺗﻌﺘﻤﺪ‬ ‫ﻋﻠﻰ‬ ‫اﻟﺴﻴﺎق‬ ( # ‫واﻟﺴﻼﻣﺔ‬ ‫اﻷﻣﻦ‬ ‫ﻣﻌﺪات‬ ‫ﻋﺪد‬ # ‫اﻟﺤﻮادث‬ ‫ﻋﺪد‬ # ‫اﻟﺨﺪﻣﺔ‬ ‫اﻧﺠﺎز‬ ‫وﻗﺖ‬ ‫ﻣﻌﺪل‬ ‫اﻟﻬﺪف‬ Objective ‫اﻟﺤﻮادث‬ ‫ﻋﺪد‬ ‫ﺗﻘﻠﻴﻞ‬ �‫اﻟﻌﺎﻣﻠ‬ ‫رﺿﺎ‬ ‫زﻳﺎدة‬ ‫اﻟﺨﺪﻣﺎت‬ ‫ﻋﻠﻰ‬ # ‫اﻟﺘﻮﻋﻴﺔ‬ ‫اﻟﻨﺸﺮات‬ ‫ﻋﺪد‬ # ‫اﻹﺻﺎﺑﺎت‬ ‫ﻋﺪد‬ ‫اﻹﺻﺎﺑﺎت‬ ‫ﻋﺪد‬ ‫ﺗﻘﻠﻴﻞ‬ % ‫اﻟﺨﺪﻣﺎت‬ ‫ﻋﻠﻰ‬ �‫اﻟﻌﺎﻣﻠ‬ ‫رﺿﺎ‬ ‫اﻤﻟﻘﺪﻣﺔ‬
‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﺼﻨﻴﻔﺎت‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬  ‫ﺗﺼﻨﻴﻔﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫اﻟﻜﻔﺎءة‬ Efficiency ‫اﻟﻔﻌﺎﻟﻴﺔ‬ Effectiveness ‫اﻟﺘﺼﻨﻴﻒ‬ ‫اﻟﺜﺎﻧﻲ‬ ‫ﻣﺆﺷﺮات‬ ‫ﻛﻔﺎءة‬ ‫وﻓﻌﺎﻟﻴﺔ‬ ) Efficiency & Effectiveness ( ‫اﻟﺼﺤﻴﺤﺔ‬ ‫ﺑﺎﻟﻄﺮﻳﻘﺔ‬ ‫اﻟﺸﻲء‬ ‫ﻓﻌﻞ‬ Doing Things Right ‫اﻟﺼﺤﻴﺢ‬ ‫اﻟﺸﻲء‬ ‫ﻓﻌﻞ‬ Doing the Right Things ‫واﻟﻨﺘﺎﺋﺞ‬ ‫اﻷﻫﺪاف‬ ‫ﺗﺤﻘﻴﻖ‬ ‫ﻋﻠﻰ‬ ‫اﻟﻘﺪرة‬ ‫اﻤﻟﻄﻠﻮﺑﺔ‬ ‫اﻟﻘﺪرة‬ ‫ﻋﻠﻰ‬ ‫ﻃﺮﻳ‬ ‫ﺑﺄﻓﻀﻞ‬ ‫اﻤﻟﻄﻠﻮﺑﺔ‬ ‫اﻤﻟﻬﺎم‬ ‫إﻧﺠﺎز‬ ‫ﻘﺔ‬ ‫واﻟﺠﻬﺪ‬ ‫واﻟﺘﻜﻠﻔﺔ‬ ‫اﻟﻮﻗﺖ‬ ‫ﻲﻓ‬ ‫ﻫﺪر‬ ‫دون‬ ‫ﻣﻤﻜﻨﺔ‬ ‫اﻤﻟﺤﻘﻘﺔ‬ ‫اﻷﻫﺪاف‬ / ‫ﺗﺤﻘﻴﻘﻬ‬ ‫اﻤﻟﻄﻠﻮب‬ ‫اﻷﻫﺪاف‬ ‫ﺎ‬ ‫اﻤﻟﺨﺮﺟﺎت‬ / ‫اﻤﻟﺪﺧﻼت‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻲ‬ ‫اﻤﻟﺴﺘﻮى‬ ‫اﻟﺘﺸﻐﻴﻠﻲ‬ ‫اﻤﻟﺴﺘﻮى‬
‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﺼﻨﻴﻔﺎت‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬  ‫ﺗﺼﻨﻴﻔﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫اﻟﻜﻔﺎءة‬ Efficiency ‫اﻟﻔﻌﺎﻟﻴﺔ‬ Effectiveness ‫اﻟﺘﺼﻨﻴﻒ‬ ‫اﻟﺜﺎﻧﻲ‬ ‫ﻣﺆﺷﺮات‬ ‫ﻛﻔﺎءة‬ ‫وﻓﻌﺎﻟﻴﺔ‬ ) Efficiency & Effectiveness ( ) ‫ﻣﺜﺎل‬ ( # ‫اﻤﻟﻌﺎﻣﻠﺔ‬ ‫ﻹﻧﺠﺎز‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬ ‫ﻣﻌﺪل‬ % ‫اﻧﺠﺎزﻫﺎ‬ ‫ﺗﻢ‬ ‫اﻟﺘﻲ‬ ‫اﻤﻟﻌﺎﻣﻼت‬ # ‫اﻟﺘﺠﺮﺑﺔ‬ ‫ﻓﺮﺘة‬ ‫اﺟﺘﺎزوا‬ ‫اﻟﺬﻳﻦ‬ ‫اﻤﻟﻮاﻫﺐ‬ $ �‫اﻟﺘﻌﻴ‬ ‫ﺗﻜﻠﻔﺔ‬ ‫ﻣﻌﺪل‬ % ‫ﺷﺤﻨﻬﺎ‬ ‫ﺗﻢ‬ ‫اﻟﺘﻲ‬ ‫اﻟﺒﻀﺎﺋﻊ‬ % ‫اﻤﻟﻌﺪات‬ ‫اﺳﺘﺨﺪام‬ ‫ﻣﻌﺪل‬ % ‫إﺻﻼﺣﻬﺎ‬ ‫ﺗﻢ‬ ‫اﻟﺘﻲ‬ ‫اﻷﺟﻬﺰة‬ # ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬ ‫ﻣﻌﺪل‬ ‫اﻟﺠﻬﺎز‬ ‫ﻹﺻﻼح‬
‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﺼﻨﻴﻔﺎت‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬  ‫ﺗﺼﻨﻴﻔﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫اﻟﺘﺼﻨﻴﻒ‬ ‫اﻟﺜﺎﻧﻲ‬ ‫ﻣﺆﺷﺮات‬ ‫ﻛﻔﺎءة‬ ‫وﻓﻌﺎﻟﻴﺔ‬ ) Efficiency & Effectiveness ( ‫اﻟﻔﻌﺎﻟﻴﺔ‬ Effectiveness (+) ) - ( ‫اﻟﻜﻔﺎءة‬ Efficiency (+) ) - ( ‫ﻓﻌﺎﻟﻴﺔ‬ ) + ( ‫وﻛﻔﺎءة‬ ) + ( ‫اﻤﻟﻄﻠﻮب‬ ‫اﻟﻬﺪف‬ ‫ﺗﺤﻘﻴﻖ‬ ‫ﺗﻢ‬ ‫وﺗﻜﻠﻔﺔ‬ ‫وزﻣﻦ‬ ‫ﺟﻬﺪ‬ ‫ﺑﺄﻗﻞ‬ ‫ﻓﻌﺎﻟﻴﺔ‬ ) - ( ‫وﻛﻔﺎءة‬ ) + ( ‫ﺟﻬﺪ‬ ‫أﻗﻞ‬ ‫ﻃﺮﻳﻘﺔ‬ ‫اﺳﺘﺨﺪام‬ ‫ﺗﻢ‬ ‫وﻟﻜﻦ‬ ‫وﺗﻜﻠﻔﺔ‬ ‫وزﻣﻦ‬ ‫ﻟﻢ‬ ‫اﻟﻬﺪف‬ ‫ﻳﺘﺤﻘﻖ‬ ‫اﻤﻟﻄﻠﻮب‬ ‫ﻓﻌﺎﻟﻴﺔ‬ ) + ( ‫وﻛﻔﺎءة‬ ) - ( ‫اﻤﻟﻄﻠﻮب‬ ‫اﻟﻬﺪف‬ ‫ﺗﺤﻘﻴﻖ‬ ‫ﺗﻢ‬ ‫وزﻣﻦ‬ ‫ﺑﺠﻬﺪ‬ ‫وﻟﻜﻦ‬ ‫ﻣﺮﺗﻔﻌﺔ‬ ‫وﺗﻜﻠﻔﺔ‬ ‫ﻓﻌﺎﻟﻴﺔ‬ ) - ( ‫وﻛﻔﺎءة‬ ) - ( ‫اﻟﻬﺪف‬ ‫ﺗﺤﻘﻴﻖ‬ ‫ﻳﺘﻢ‬ ‫ﻟﻢ‬ ‫ﺟﻬﺪ‬ ‫اﺳﺘﺨﺪام‬ ‫وﺗﻢ‬ ‫اﻤﻟﻄﻠﻮب‬ ‫ﻣﺮﺗﻔﻌﺔ‬ ‫وﺗﻜﻠﻔﺔ‬ ‫وزﻣﻦ‬
‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﺼﻨﻴﻔﺎت‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬  ‫ﺗﺼﻨﻴﻔﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫ﻣﺆﺷﺮات‬ ‫ﻛﻤﻴﺔ‬ Quantitative ‫ﻣﺆﺷﺮات‬ ‫وﺻﻔﻴﺔ‬ Qualitative ‫اﻟﺘﺼﻨﻴﻒ‬ ‫اﻟﺜﺎﻟﺚ‬ ‫ﻣﺆﺷﺮات‬ ‫ﻛﻤﻴﺔ‬ ‫وﻧﻮﻋﻴﺔ‬ ‫ﻣﻮﺿﻮﻋﻴﺔ‬ Objective ‫ﻣﻌﻴﺎرﻳﺔ‬ ‫ﻗﻴﺎس‬ ‫أدوات‬ ‫ﺗﺴﺘﺨﺪم‬ ‫ﺷﺨﺼﻴﺔ‬ Subjective ‫ﻢ‬ّ‫ﻟﻠﻤﻘﻴ‬ ‫اﻟﺸﺨﺼﻲ‬ ‫اﻟﺘﻘﺪﻳﺮ‬ ‫ﻋﻠﻰ‬ ‫ﺗﺴﺘﻨﺪ‬ ‫اﺧﺘﻠﻒ‬ ‫إذا‬ ‫اﻟﻨﺘﻴﺠﺔ‬ ‫ﻧﻔﺲ‬ ‫ﻋﻠﻰ‬ ‫اﻟﺤﺼﻮل‬ ‫اﻟﻘﻴﺎس‬ ‫ﺑﺈﺟﺮاء‬ ‫ﻳﻘﻮﻣﻮن‬ ‫اﻟﺬﻳﻦ‬ ‫اﻷﺷﺨﺎص‬ ‫ﺑﺎﺧﺘﻼف‬ ‫اﻟﻘﻴﺎس‬ ‫ﻧﺘﺎﺋﺞ‬ ‫ﺗﺨﺘﻠﻒ‬ ‫أن‬ ‫ﻳﻤﻜﻦ‬ ‫اﻷﺷﺨﺎص‬ ‫اﻟﺬﻳﻦ‬ ‫اﻟﻘﻴﺎس‬ ‫ﺑﺈﺟﺮاء‬ ‫ﻳﻘﻮﻣﻮن‬ - �‫اﻤﻟﻮﻇﻔ‬ ‫ﺗﺴﺮب‬ ‫ﻧﺴﺒﺔ‬ . - �‫ﺑﺎﻤﻟﻮﻇﻔ‬ ‫اﻻﺣﺘﻔﺎظ‬ ‫ﻧﺴﺒﺔ‬ . - ‫اﻤﻟﻌﺎﻣﻠﺔ‬ ‫ﻹﻧﻬﺎء‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﺰﻣﻦ‬ ‫ﻣﻌﺪل‬ . - �‫اﻟﻌﺎﻣﻠ‬ ‫رﺿﺎ‬ ‫ﻣﻌﺪل‬ . - �‫اﻟﻌﺎﻣﻠ‬ ‫اﻧﺪﻣﺎج‬ ‫ﻣﻌﺪل‬ . - ‫اﻟﺴﻼﻣﺔ‬ ‫ﺑﺈﺟﺮاءات‬ ‫اﻟﻮﻋﻲ‬ ‫ﻧﺴﺒﺔ‬ .
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﺼﻨﻴﻔﺎت‬  ‫ﺗﺼﻨﻴﻔﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫ﻣﺆﺷﺮات‬ ‫اﺳﺮﺘاﺗﻴﺠﻴﺔ‬ Strategic ‫ﻣﺆﺷﺮات‬ ‫ﺗﺸﻐﻴﻠﻴﺔ‬ Operational ‫اﻟﺘﺼﻨﻴﻒ‬ ‫اﻟﺮاﺑﻊ‬ ‫ﻣﺆﺷﺮات‬ ‫اﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫وﺗﺸﻐﻴﻠﻴﺔ‬ ‫ﻟﻘﻴﺎس‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻲ‬ ‫اﻤﻟﺴﺘﻮى‬ ‫ﻋﻠﻰ‬ ‫ﺗﺴﺘﺨﺪم‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻷﻫﺪاف‬ ‫ﺗﺤﻘﻖ‬ ‫ﻣﺪى‬ ‫اﻟﺘﺸﻐﻴﻠﻲ‬ ‫اﻤﻟﺴﺘﻮى‬ ‫ﻋﻠﻰ‬ ‫ﺗﺴﺘﺨﺪم‬ ‫ﻣ‬ ‫ﻟﻘﻴﺎس‬ ‫ﺪى‬ ‫اﻷﻫﺪاف‬ ‫ﺗﺤﻘﻖ‬ ‫اﻟﺘﺸﻐﻴﻠﻴﺔ‬ ‫وﻣﺪى‬ ‫ﻟﻠﻤﻨﻈﻤﺔ‬ ‫اﻟﻨﻬﺎﺋﻲ‬ ‫اﻷﺛﺮ‬ ‫ﻋﻠﻰ‬ ‫ﺗﺮﺗﻜﺰ‬ ‫اﻟﺮؤﻳﺔ‬ ‫ﺗﺤﻘﻴﻖ‬ ‫ﻋﻦ‬ ‫اﻟﻔﻌﻠﻴﺔ‬ ‫اﻟﻘﻴﻢ‬ ‫اﻧﺤﺮاف‬ ‫ﻣﺪى‬ ‫ﻋﻠﻰ‬ ‫ﺗﺮﺗﻜﺰ‬ ‫اﻟﺘﺸﻐ‬ ‫اﻟﻌﻤﻠﻴﺎت‬ ‫ﻲﻓ‬ ‫اﻤﻟﺴﺘﻬﺪﻓﺔ‬ ‫أو‬ ‫اﻤﻟﻌﻴﺎرﻳﺔ‬ ‫ﻴﻠﻴﺔ‬ ‫ﻃﻮﻳﻠﺔ‬ ‫ﻓﺮﺘات‬ ‫ﻋﻠﻰ‬ ‫ﺗﻘﺎس‬ ) ً ‫ﺳﻨﻮﻳﺎ‬ ‫أو‬ ‫ﺳﻨﻮي‬ ‫ﻧﺼﻒ‬ ‫أو‬ ‫ﺳﻨﻮي‬ ‫رﺑﻊ‬ (..... ‫ﻣﺴﺘﻤﺮ‬ ‫ﺑﺸﻜﻞ‬ ‫ﺗﻘﺎس‬ ) ‫ﺷﻬﺮ‬ ‫أو‬ ‫أﺳﺒﻮع‬ ‫أو‬ ‫ﻳﻮم‬ ‫أو‬ ‫ﺳﺎﻋﺔ‬ (
‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﺼﻨﻴﻔﺎت‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬  ‫ﺗﺼﻨﻴﻔﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫اﻟﺘﺼﻨﻴﻒ‬ ‫اﻟﺮاﺑﻊ‬ ‫ﻣﺆﺷﺮات‬ ‫اﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫وﺗﺸﻐﻴﻠﻴﺔ‬ ‫اﻷﻫﺪاف‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻟﻨﺘﺎﺋﺞ‬ ‫ﻣﺪﺧﻼت‬ ‫ﻋﻤﻠﻴﺎت‬ ‫ﻣﺨﺮﺟﺎت‬ ‫اﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫ﻣﺆﺷﺮات‬ Strategic KPIs % ‫ﻣﻌﺪل‬ ‫اﻤﻟﻮاﻫﺐ‬ ‫اﻟﺘﺠﺮ‬ ‫ﻟﻔﺮﺘة‬ ‫اﻤﻟﺠﺘﺎزﻳﻦ‬ ‫ﺑﺔ‬ ‫ﺗﺸﻐﻴﻠﻴﺔ‬ ‫ﻣﺆﺷﺮات‬ Operational KPIs ‫ﺑﺎﻤﻟﻨﻈﻤﺔ‬ ‫اﻤﻟﻮاﻫﺐ‬ ‫أﻋﺪاد‬ ‫زﻳﺎدة‬ ‫إﻟﻰ‬ 40 % ‫اﻟﻌﺎﻣﻠﺔ‬ ‫اﻟﻘﻮى‬ ‫ﻣﻦ‬ # �‫اﻤﻟﺘﻘﺪﻣ‬ ‫ﻋﺪد‬ # ‫ﻹﻧﻬ‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬ ‫ﺎء‬ ‫اﻟﺘﻮﻇﻴﻒ‬ ‫إﺟﺮاءات‬ % ‫اﻟﺬﻳﻦ‬ ‫اﻤﻟﻮاﻫﺐ‬ ‫اﻟﻌﻤﻞ‬ ‫ﺑﺎﺷﺮوا‬ # ‫اﻟﺘﻮﻇﻴﻒ‬ ‫أﺧﺼﺎﺋﻲ‬ ‫ﻋﺪد‬ $ ‫اﻟﺘﻮﻇﻴﻒ‬ ‫ﻣﻴﺰاﻧﻴﺔ‬ ) ‫اﻤﻟﻮاﻫﺐ‬ ‫اﺳﺘﻘﻄﺎب‬ ( $ ‫ﺗﻜﻠﻔﺔ‬ �‫اﻟﺘﻌﻴ‬ / ‫اﻟﻔﺮد‬
‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﺼﻨﻴﻔﺎت‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬  ‫ﺗﺼﻨﻴﻔﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫اﻟﺘﺼﻨﻴﻒ‬ ‫اﻟﺮاﺑﻊ‬ ‫ﻣﺆﺷﺮات‬ ‫اﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫وﺗﺸﻐﻴﻠﻴﺔ‬ ‫اﻷﻫﺪاف‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻟﻨﺘﺎﺋﺞ‬ ‫ﻣﺪﺧﻼت‬ ‫ﻋﻤﻠﻴﺎت‬ ‫ﻣﺨﺮﺟﺎت‬ ‫اﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫ﻣﺆﺷﺮات‬ Strategic KPIs % ‫اﻟﻌﻤﻼء‬ ‫رﺿﺎ‬ ‫ﻧﺴﺒﺔ‬ ‫ﺗﺸﻐﻴﻠﻴﺔ‬ ‫ﻣﺆﺷﺮات‬ Operational KPIs # ‫اﻟﻌﻤﻼء‬ ‫ﺧﺪﻣﺔ‬ ‫ﻣﻮﻇﻔﻲ‬ ‫ﻋﺪد‬ # ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬ ‫اﻟﻌﻤﻴﻞ‬ ‫ﻟﺨﺪﻣﺔ‬ ‫اﻟﻌﻤﻼء‬ ‫رﺿﺎ‬ ‫زﻳﺎدة‬ % ‫اﻻﺳﺘﻔﺴﺎرات‬ ‫ﺣﻠﻬﺎ‬ ‫ﺗﻢ‬ ‫اﻟﺘﻲ‬ # ‫اﻟﺮد‬ ‫أﺟﻬﺰة‬ ‫ﻋﺪد‬ $ ‫اﻤﻟﻴﺰاﻧﻴﺔ‬ ) ‫اﻟﻌﻤﻼء‬ ‫ﺧﺪﻣﺔ‬ ( # ‫اﻻﺳﺘﻔﺴﺎرات‬ ‫ﻋﺪد‬
‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﺼﻨﻴﻔﺎت‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬  ‫ﺗﺼﻨﻴﻔﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫اﻟﺘﺼﻨﻴﻒ‬ ‫اﻟﺨﺎﻣﺲ‬ ‫ﻣﺆﺷﺮات‬ ‫وﻓﻖ‬ �‫ﻣﻨﺎﻇ‬ ‫ﺑﻄﺎﻗﺔ‬ ‫اﻷداء‬ ‫اﻤﻟﺘﻮازن‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻲ‬ ‫اﻟﻬﺪف‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻗﻴﺎس‬ ‫ﻣﺆﺷﺮات‬ KPIs ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫ﻣﻨﻈﻮر‬ ‫اﻟﺘﻜﺎﻟﻴﻒ‬ ‫ﺗﻘﻠﻴﻞ‬ $ ‫اﻟﺘﻜﺎﻟﻴﻒ‬ ‫إﺟﻤﺎﻟﻲ‬ % ‫اﻹﻳﺮادات‬ ‫ﻣﻘﺎﺑﻞ‬ ‫اﻤﻟﺼﺮوﻓﺎت‬ ‫اﻟﺘﺠﺎرﻳﺔ‬ ‫اﻟﻌﻼﻣﺔ‬ ‫ﻗﻴﻤﺔ‬ ‫زﻳﺎدة‬ # ‫اﻟﺠﺪد‬ ‫اﻟﻌﻤﻼء‬ ‫ﻋﺪد‬ % ‫اﻟﺴﻮﻗﻴﺔ‬ ‫اﻟﺤﺼﺔ‬ ‫ﻧﺴﺒﺔ‬ ‫اﻟﺘﻮﻇﻴﻒ‬ ‫ﻋﻤﻠﻴﺔ‬ �‫ﺗﺤﺴ‬ # ‫ﻟﻠﺘﻮﻇﻴﻒ‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬ $ �‫اﻟﺘﻌﻴ‬ ‫ﺗﻜﻠﻔﺔ‬ ‫ﻣﻌﺪل‬ ‫اﻤﻟﺎﻟﻴﺔ‬ Finance ‫اﻟﻌﻤﻼء‬ Customers ‫اﻟﺪاﺧﻠﻴﺔ‬ ‫اﻟﻌﻤﻠﻴﺎت‬ Internal Processes ‫واﻟﻨﻤﻮ‬ ‫اﻟﺘﻌﻠﻢ‬ Learning & Grow �‫اﻤﻟﻮﻇﻔ‬ ‫ﻛﻔﺎءة‬ ‫رﻓﻊ‬ # ‫اﻟﺘﺪرﻳﺒﻴﺔ‬ ‫اﻟﺴﺎﻋﺎت‬ ‫ﻣﻌﺪل‬ / ‫اﻤﻟﻮﻇﻒ‬ # ‫ﺑﻜﻔﺎءة‬ ‫اﻤﻟﻬﺎم‬ ‫ﻹﻧﺠﺎز‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬
‫ﺍﻟﺮﺍﺑﻊ‬ ‫ﺍﶈﻮﺭ‬ : ‫ﺍﻟﺮﺋﻴﺴﻴﺔ‬ ‫ﺍﻷﺩﺍء‬ ‫ﻣﺆﺷﺮﺍﺕ‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺮﺍﺣﻞ‬
‫ﻣﺆﺷﺮات‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺮاﺣﻞ‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬  ‫ﻣﺮاﺣﻞ‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫اﻟﺘﺄﺳﻴﺲ‬ Establishment ‫اﻻﺳﺘﺨﺪام‬ Use ‫اﻟﺘﻘﻴﻴﻢ‬ Evaluation ‫اﻟﺘﻄﻮﻳﺮ‬ Development  ‫اﻷﻫﺪاف‬ ‫ﺗﺤﺪﻳﺪ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ .  ‫ﺗﺤﺪﻳﺪ‬ ‫اﻷﻫﺪاف‬ ‫وﻣﺮاﺟﻌﺘﻬﺎ‬ ‫اﻟﺘﺸﻐﻴﻠﻴﺔ‬ .  ‫ﻓﺮﻳﻖ‬ ‫ﺗﻜﻮﻳﻦ‬ ‫ﻣﺸﺮوع‬ ‫ﻋﻤﻞ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ .  ‫اﻷداء‬ ‫ﻗﻴﺎس‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻄﻮﻳﺮ‬ .  ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻗﻴﺎس‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﺤﺪﻳﺪ‬ .  ‫اﻟﺘﻮﺛﻴﻖ‬ .  ‫ووﺿﻊ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﺟﻤﻊ‬ ‫ﻃﺮﻳﻘﺔ‬ ‫ﺗﺤﺪﻳﺪ‬ ‫واﻤﻟﺴﺘﻬﺪﻓﺎت‬ ‫اﻤﻟﻘﺎﻳﻴﺲ‬ .  ‫اﺳﺘﺨﺪام‬ ‫ﻋﻠﻰ‬ ‫اﻟﻌﻤﻞ‬ ‫ﻓﺮﻳﻖ‬ ‫ﺗﺪرﻳﺐ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ .  ‫ﻣﺼﺎدرﻫﺎ‬ ‫ﻣﻦ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﺟﻤﻊ‬ .  ‫ﻣﺆﺷﺮات‬ ‫ﺑﺘﻄﺒﻴﻖ‬ ‫اﻟﺒﺪء‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ .  ‫وإﻋﺪاد‬ ‫اﻟﻨﺘﺎﺋﺞ‬ ‫ﺗﺤﻠﻴﻞ‬ ‫اﻟﺘﻘﺎرﻳﺮ‬ .  ‫اﻟﻘﺮار‬ ‫اﺗﺨﺎذ‬ .  ‫ﻣﺆﺷﺮات‬ ‫ﺗﻘﻴﻴﻢ‬ ‫اﻷداء‬ ‫وﻣﺮاﺟﻌﺘﻬﺎ‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫ﻓﻌﺎﻟﻴﺘﻬﺎ‬ ‫ﻣﻦ‬ ‫واﻟﺘﺄﻛﺪ‬ ‫وﺟﻮدﺗﻬﺎ‬ ‫وﻛﻔﺎءﺗﻬﺎ‬ .  �‫اﻟﺘﻐﻴ‬ ‫ﻃﻠﺒﺎت‬ ‫ﺗﻠﻘﻲ‬ ‫اﻤﻟﻨﺎﺳﺐ‬ ‫واﻋﺘﻤﺎد‬ ‫وﺗﻘﻴﻴﻤﻬﺎ‬ ‫ﻣﻨﻬﺎ‬ .  ‫اﻤﻟﺘﻌﻠﻘﺔ‬ ‫اﻟﻘﺮارات‬ ‫اﺗﺨﺎذ‬ ‫اﻟﺤﺎﻟﻴﺔ‬ ‫اﻤﻟﺆﺷﺮات‬ ‫ﺑﺎﺳﺘﺨﺪام‬ : • ‫ﻋﻠﻴﻬﺎ‬ ‫اﻻﺳﺘﻤﺮار‬ • ‫ﺗﺤﺪﻳﺜﻬﺎ‬ • ‫ﺗﻌﻠﻴﻘﻬﺎ‬ ‫أو‬ ‫ﺣﻔﻈﻬﺎ‬ • ‫ﻟﻸﻓﻀﻞ‬ ‫ﺗﻐﻴ�ﻫﺎ‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺮاﺣﻞ‬  ‫ﺗﺤﺪﻳﺪ‬ ‫اﻷﻫﺪاف‬ ) ‫ج‬ّ‫ﺗﺪر‬ ‫اﻷﻫﺪاف‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫ﻟﻠﻤﻨﻈﻤﺔ‬ ‫إﻟﻰ‬ ‫ﻣﺴﺘﻮى‬ ‫اﻟﻔﺮد‬ ( : ‫اﻤﻟﻨﻈﻤﺔ‬ ) ‫اﻻﺳﺮﺘاﺗﻴﺠﻲ‬ ‫اﻤﻟﺴﺘﻮى‬ ( Corporate ‫واﻷﻗﺴﺎم‬ ‫اﻹدارات‬ ) ‫اﻟﺘﺸﻐﻴﻠﻲ‬ ‫اﻤﻟﺴﺘﻮى‬ ( Department ‫اﻟﻔﺮد‬ ) ‫اﻤﻟﻮﻇﻒ‬ ( Individual ‫اﻷﻫﺪاف‬ Objectives ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ KPIs ‫اﻤﻟﺴﺘﻬﺪﻓﺎت‬ Targets ‫اﻤﻟﺒﺎدرات‬ Initiatives ‫اﻷﻫﺪاف‬ Objectives ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ KPIs ‫اﻤﻟﺴﺘﻬﺪﻓﺎت‬ Targets ‫اﻤﻟﺒﺎدرات‬ Initiatives ‫اﻷﻫﺪاف‬ Objectives ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ KPIs ‫اﻤﻟﺴﺘﻬﺪﻓﺎت‬ Targets ‫اﻤﻟﻬﺎم‬ Tasks ‫ﻛﻴﻒ‬ How ‫ﻛﻴﻒ‬ How ‫ﻣﺎذا‬ What ‫ﻣﺎذا‬ What ‫اﻷداء‬ ‫ﺗﻘﻴﻴﻢ‬ Performance ‫اﻤﻟﻨﻈﻤﺔ‬ ‫ﻧﺠﺎح‬ ‫ﻲﻓ‬ ‫ﻣﺸﺎرﻛﺘﻲ‬ ‫أرى‬ ‫أن‬ ‫أﺳﺘﻄﻴﻊ‬ ‫اﻤﻟﻮﻇﻒ‬ ‫اﻧﺪﻣﺎج‬ Employee Engagement
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺮاﺣﻞ‬  ‫ﺗﺤﺪﻳﺪ‬ ‫اﻷﻫﺪاف‬ ) ‫ج‬ّ‫ﺗﺪر‬ ‫اﻷﻫﺪاف‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫ﻟﻠﻤﻨﻈﻤﺔ‬ ‫إﻟﻰ‬ ‫ﻣﺴﺘﻮى‬ ‫اﻟﻔﺮد‬ ( : ) ‫ﻣﺜﺎل‬ ( ‫اﻟﺮؤﻳﺔ‬ Vision ‫اﻤﻟﺪﻧﻲ‬ ‫اﻟﻄ�ان‬ ‫ﻋﺎﻟﻢ‬ ‫ﻲﻓ‬ ‫اﻟﺮﻳﺎدة‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻷﻫﺪاف‬ Strategic Objectives ‫ﻟﻠﻤﻨﻈﻤﺔ‬ ‫اﻟﺘﺠﺎرﻳﺔ‬ ‫اﻟﻌﻼﻣﺔ‬ ‫ﺗﻌﺰﻳﺰ‬ Enhancing Company’s Brand ‫اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫اﻷﻫﺪاف‬ Executive Objectives ) ‫اﻹدارات‬ ( ‫اﻟﻌﻤﻞ‬ ‫ﺑﻴﺌﺔ‬ �‫ﺗﺤﺴ‬  ‫اﻟﺒﺸﺮﻳﺔ‬ ‫اﻤﻟﻮارد‬ ‫إدارة‬ ‫اﻟﻌﻤﻼء‬ ‫رﺿﺎ‬ ‫ﻣﻦ‬ ‫ﻋﺎﻟﻴﺔ‬ ‫ﻣﺴﺘﻮﻳﺎت‬ ‫ﻋﻠﻰ‬ ‫اﻟﺤﻔﺎظ‬  ‫إدارة‬ ‫اﻟﺨﺪﻣﺎت‬ ‫أﻋﻠﻰ‬ ‫ﻋﻠﻰ‬ ‫اﻤﻟﺤﺎﻓﻈﺔ‬ ‫اﻟﺴﻼﻣﺔ‬ ‫ﻣﺴﺘﻮﻳﺎت‬  ‫اﻟﺼﻴﺎﻧﺔ‬ ‫إدارة‬ ‫اﻟﺴﻮﻗﻴﺔ‬ ‫اﻟﺤﺼﺔ‬ ‫زﻳﺎدة‬  ‫اﻤﻟﺒﻴﻌﺎت‬ ‫إدارة‬ ‫اﻟﺘﺸﻐﻴﻠﻴﺔ‬ ‫اﻷﻫﺪاف‬ Operational Objectives ) ‫اﻟﻌﻤﻞ‬ ‫وﻓﺮق‬ ‫واﻟﻮﺣﺪات‬ ‫اﻷﻗﺴﺎم‬ ( ‫ﺧﺪﻣﺎت‬ ‫ﺗﻘﺪﻳﻢ‬ ‫اﻟﺠﻮدة‬ �‫ﻣﻌﺎﻳ‬ ‫وﻓﻖ‬ ‫ﻣﺘﻤﻴﺰة‬  ‫اﻷرﺿﻴﺔ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫ﻗﺴﻢ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫إدارة‬ ‫اﻟﻔﺮد‬ ‫ﻣﺴﺘﻮى‬ Individual level ‫ﻣﻤﻜﻦ‬ ‫وﻗﺖ‬ ‫وﺑﺄﻗﻞ‬ ‫ﺟﻮدة‬ ‫ﺑﺄﻋﻠﻰ‬ ‫اﻤﻟﺴﺎﻓﺮﻳﻦ‬ ‫ﺳﻔﺮ‬ ‫إﺟﺮاءات‬ ‫إﻧﻬﺎء‬  ‫أرﺿﻴﺔ‬ ‫ﺧﺪﻣﺎت‬ ‫ﻣﺸﺮف‬ ) ‫اﻤﻟﻬﺎم‬ - ‫اﻟﻮﻇﻴﻔﻲ‬ ‫اﻟﻮﺻﻒ‬ ( ‫اﻷرﺿﻴﺔ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫ﻗﺴﻢ‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺮاﺣﻞ‬  ‫ﺗﻜﻮﻳﻦ‬ ‫ﻓﺮﻳﻖ‬ ‫ﻋﻤﻞ‬ ‫ﻣﺸﺮوع‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : �‫اﻤﻟﻌﻨﻴ‬ ‫إﺷﺮاك‬ Stakeholders
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺮاﺣﻞ‬  ‫ﺗﻄﻮﻳﺮ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﻣﻌﺮض‬ KPIs Expo # ‫اﻤﻟﺸﻜﻠﺔ‬ ‫ﻟﺤﻞ‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬ ‫ﻣﻌﺪل‬ % ‫اﻤﻟﻴﺰاﻧﻴﺔ‬ ‫ﻲﻓ‬ ‫اﻟﺘﺒﺎﻳﻦ‬ % ‫اﻤﻟﻌﺪات‬ ‫اﺳﺘﺨﺪام‬ ‫ﻧﺴﺒﺔ‬ # ‫اﻟﺠﺪد‬ ‫اﻟﻌﻤﻼء‬ ‫ﻋﺪد‬ % ‫اﻟﺴﻮﻗﻴﺔ‬ ‫اﻟﺤﺼﺔ‬ $ ‫اﻟﺘﺪرﻳﺐ‬ ‫ﺗﻜﺎﻟﻴﻒ‬ / ‫اﻟﻔﺮد‬ % ‫ﺗﻐﻄﻴﺘﻬﺎ‬ ‫ﺗﻢ‬ ‫اﻟﺘﻲ‬ ‫اﻟﻮﻇﻴﻔﻴﺔ‬ ‫اﻟﺠﺪارات‬ ‫ﻧﺴﺒﺔ‬ % ‫اﻟﻌﻤﻼء‬ ‫رﺿﺎ‬ ‫ﻧﺴﺒﺔ‬ % ‫اﻻﺳﺘﺜﻤﺎر‬ ‫ﻣﻦ‬ ‫اﻟﻌﺎﺋﺪ‬ % ‫اﺗﻤﺘﺘﻬﺎ‬ ‫ﺗﻢ‬ ‫اﻟﺘﻲ‬ ‫اﻟﻌﻤﻠﻴﺎت‬ ‫ﻧﺴﺒﺔ‬ $ ‫ﺗﻜﺎﻟﻴﻒ‬ ‫اﻟﻌﺎﻣﻠﺔ‬ ‫اﻟﻘﻮى‬ / ‫اﻟﻔﺮد‬ % ‫ﻟﻠﻤﻨﺘﺞ‬ ‫اﻟﻌﻤﻼء‬ ‫ﺗﺄﻳﻴﺪ‬ ‫ﻧﺴﺒﺔ‬ / ‫ﻟﻠﺨﺪﻣﺔ‬ NPS
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺮاﺣﻞ‬  ‫ﺗﺤﺪﻳﺪ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : 0 5 10 5 10 ‫اﻷﻫﻤﻴﺔ‬ Importance ‫اﻟﺘﻮاﻓﺮ‬ Availability ‫إﻫﻤﺎل‬ Trash ‫أرﺷﻔﺔ‬ Archive ‫أداء‬ ‫ﻣﺆﺷﺮات‬ ‫أﺳﺎﺳﻴﺔ‬ ‫رﺋﻴﺴﻴﺔ‬ Primary KPIs ‫أداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﻣﻨﺸﻮدة‬ ‫رﺋﻴﺴﻴﺔ‬ Aspired KPIs
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺮاﺣﻞ‬  ‫ﺗﺤﺪﻳﺪ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ) ‫ﻣﺜﺎل‬ ( ‫اﻟﺮؤﻳﺔ‬ Vision ‫اﻤﻟﺪﻧﻲ‬ ‫اﻟﻄ�ان‬ ‫ﻋﺎﻟﻢ‬ ‫ﻲﻓ‬ ‫اﻟﺮﻳﺎدة‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻷﻫﺪاف‬ Strategic Objectives ‫ﻟﻠﻤﻨﻈﻤﺔ‬ ‫اﻟﺘﺠﺎرﻳﺔ‬ ‫اﻟﻌﻼﻣﺔ‬ ‫ﺗﻌﺰﻳﺰ‬ Enhancing Company’s Brand ‫اﻟﺘﻨﻔﻴﺬﻳﺔ‬ ‫اﻷﻫﺪاف‬ Executive Objectives ) ‫اﻹدارات‬ ( ‫اﻟﻌﻤﻞ‬ ‫ﺑﻴﺌﺔ‬ �‫ﺗﺤﺴ‬  ‫اﻟﺒﺸﺮﻳﺔ‬ ‫اﻤﻟﻮارد‬ ‫إدارة‬ ‫اﻟﻌﻤﻼء‬ ‫رﺿﺎ‬ ‫ﻣﻦ‬ ‫ﻋﺎﻟﻴﺔ‬ ‫ﻣﺴﺘﻮﻳﺎت‬ ‫ﻋﻠﻰ‬ ‫اﻟﺤﻔﺎظ‬  ‫إدارة‬ ‫اﻟﺨﺪﻣﺎت‬ ‫اﻟﺴﻼﻣﺔ‬ ‫ﻣﺴﺘﻮﻳﺎت‬ ‫أﻋﻠﻰ‬ ‫ﻋﻠﻰ‬ ‫اﻤﻟﺤﺎﻓﻈﺔ‬  ‫اﻟﺼﻴﺎﻧﺔ‬ ‫إدارة‬ ‫اﻟﺴﻮﻗﻴﺔ‬ ‫اﻟﺤﺼﺔ‬ ‫زﻳﺎدة‬  ‫اﻤﻟﺒﻴﻌﺎت‬ ‫إدارة‬ ‫اﻟﺘﺸﻐﻴﻠﻴﺔ‬ ‫اﻷﻫﺪاف‬ Operational Objectives ) ‫اﻟﻌﻤﻞ‬ ‫وﻓﺮق‬ ‫واﻟﻮﺣﺪات‬ ‫اﻷﻗﺴﺎم‬ ( ‫اﻟﺠﻮدة‬ �‫ﻣﻌﺎﻳ‬ ‫وﻓﻖ‬ ‫ﻣﺘﻤﻴﺰة‬ ‫ﺧﺪﻣﺎت‬ ‫ﺗﻘﺪﻳﻢ‬  ‫اﻷرﺿﻴﺔ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫ﻗﺴﻢ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫إدارة‬ ‫اﻟﻔﺮد‬ ‫ﻣﺴﺘﻮى‬ Individual level ‫وﻗﺖ‬ ‫وﺑﺄﻗﻞ‬ ‫ﺟﻮدة‬ ‫ﺑﺄﻋﻠﻰ‬ ‫اﻤﻟﺴﺎﻓﺮﻳﻦ‬ ‫ﺳﻔﺮ‬ ‫إﺟﺮاءات‬ ‫إﻧﻬﺎء‬ ‫ﻣﻤﻜﻦ‬ ) ‫اﻤﻟﻬﺎم‬ - ‫اﻟﻮﻇﻴﻔﻲ‬ ‫اﻟﻮﺻﻒ‬ ( ‫اﻷرﺿﻴﺔ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫ﻗﺴﻢ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ KPIs % ‫ﺗﺄﻳﻴﺪاﻟﻌﻤﻼء‬ ‫ﻧﺴﺒﺔ‬ ‫ﻟﻠﻤﻨﺘﺞ‬ / ‫ﻟﻠﺨﺪﻣﺔ‬ NPS ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ KPIs % ‫ﻧﺴﺒﺔ‬ ‫رﺿﺎ‬ ‫اﻟﻌﻤﻼء‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ KPIs # ‫ﺟﻮدة‬ ‫ﻣﻌﺪل‬ ‫اﻟﺨﺪﻣﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ KPIs # ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬ ‫ﻣﻌﺪل‬ ‫اﻟﺨﺪﻣﺔ‬ ‫ﻹﻧﺠﺎز‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺮاﺣﻞ‬  ‫ﺗﺤﺪﻳﺪ‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫اﻟﻘﻴﻤﺔ‬ ‫ﺗﺪﻓﻖ‬ ‫ﺗﺤﻠﻴﻞ‬ ‫ﻧﻤﻮذج‬ ‫أو‬ ‫اﻤﻟﻨﻄﻖ‬ ‫ﻧﻤﻮذج‬ ‫ﻣﺪﺧﻼت‬ ‫ﻣﺆﺷﺮات‬ , ‫ﻋﻤﻠﻴﺎت‬ , ‫ﻣﺨﺮﺟﺎت‬ , ‫ﻧﺘﺎﺋﺞ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻲ‬ ‫اﻟﻬﺪف‬ ‫ﻋﻠﻰ‬ ‫اﻟﺤﻔﺎظ‬ ‫ﻣﻦ‬ ‫ﻋﺎل‬ ‫ﻣﺴﺘﻮى‬ ‫اﻟﻌﻤﻼء‬ ‫رﺿﺎ‬ # ‫اﻟﺨﺪﻣﺔ‬ ‫ﺧﻄﻮط‬ ‫ﻋﺪد‬ ‫اﻤﻟﺘﺎﺣﺔ‬ . # �‫اﻤﻟﻮﻇﻔ‬ ‫ﻋﺪد‬ . $ ‫اﻤﻟﻴﺰاﻧﻴﺔ‬ . # ‫ﻋﺪد‬ ‫اﻷﺟﻬﺰة‬ . # ‫ﻹﻧﺠﺎز‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬ ‫اﻟﺨﺪﻣﺔ‬ . # ‫اﻷﺟﻬﺰة‬ ‫اﺳﺘﺨﺪام‬ ‫ﻣﻌﺪل‬ . % ‫اﻟﺘﻲ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫ﻧﺴﺒﺔ‬ ‫اﻤﻟﻄﻠﻮب‬ ‫اﻟﻮﻗﺖ‬ ‫ﻲﻓ‬ ‫اﻧﺠﺰت‬ . % ‫اﻤﻟﻨﺠﺰة‬ ‫اﻟﺨﺪﻣﺎت‬ . % ‫اﻟﺘﻲ‬ ‫اﻻﺳﺘﻔﺴﺎرات‬ ‫ﺗﻢ‬ ‫ﺣﻠﻬﺎ‬ . % ‫ﺗﻢ‬ ‫اﻟﺘﻲ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫ﺗﺤﺴﻴﻨﻬﺎ‬ . % ‫رﺿﺎ‬ ‫ﻧﺴﺒﺔ‬ ‫اﻟﻌﻤﻼء‬ . ‫اﻟﻌﻤﻠﻴﺎت‬ Processes ‫ﻓﻌﺎﻟﻴﺔ‬ ‫ﻗﻴﺎس‬ ‫وﻛﻔﺎءة‬ ‫اﻟﻌﻤﻠﻴﺎت‬ ‫اﻤﻟﺪﺧﻼت‬ Inputs ‫اﻤﻟﻮارد‬ ‫ﻗﻴﺎس‬ ‫ﻲﻓ‬ ‫اﻤﻟﺴﺘﻬﻜﻠﺔ‬ ‫اﻟﻌﻤﻠﻴﺎت‬ ‫اﻤﻟﺨﺮﺟﺎت‬ Outputs ‫ﻗﻴﺎس‬ ‫ﻣﺨﺮﺟﺎت‬ ‫اﻟﻌﻤﻠﻴﺎت‬ ‫اﻟﻨﺘﺎﺋﺞ‬ Outcomes ‫اﻟﻨﺘﺎﺋ‬ ‫ﻗﻴﺎس‬ ‫ﺞ‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺮاﺣﻞ‬  ‫ﺟﻤﻊ‬ ‫ﺑﻴﺎﻧﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫داﺧﻠﻴﺔ‬ ‫ﺑﻴﺎﻧﺎت‬ ‫ﺧﺎرﺟﻴﺔ‬ ‫ﺑﻴﺎﻧﺎت‬ ‫أوﻟﻴﺔ‬ ‫ﺑﻴﺎﻧﺎت‬ ‫ﺛﺎﻧﻮﻳ‬ ‫ﺑﻴﺎﻧﺎت‬ ‫ﺔ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﻣﺼﺎدر‬ - ‫ﻟﻠﻌﻤﻠﻴﺎت‬ ‫اﻟﺪاﺧﻠﻴﺔ‬ ‫اﻷﻧﻈﻤﺔ‬ ‫ﺑﻴﺎﻧﺎت‬ ) ‫ﻣﺎﻟﻴ‬ ‫ﺔ‬ , ‫ﻋﻤﻼء‬ , ‫ﺑﺸﺮﻳﺔ‬ ‫ﻣﻮارد‬ , ‫ﺻﻴﺎﻧﺔ‬ (..... . - �‫اﻤﻟﻮﻇﻔ‬ ‫ﻣﻦ‬ ‫اﻤﻟﻘﺪﻣﺔ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ . - ‫اﻟﺪاﺧﻠﻴﺔ‬ ‫اﻻﺳﺘﺒﺎﻧﺎت‬ . - ‫اﻟﺴﻨﻮﻳﺔ‬ ‫اﻟﺘﻘﺎرﻳﺮ‬ . - ‫اﻟﺘﺸﻐﻴﻞ‬ ‫ﺗﻘﺎرﻳﺮ‬ . - ‫ﻟﻠﻤﻨﻈﻤﺔ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻟﺨﻄﻂ‬ . - ‫اﻟﺘﺸﻐﻴﻠﻴﺔ‬ ‫اﻟﺨﻄﻂ‬ . - ‫ﺧﺮﺒاء‬ ‫اﺳﺘﺸﺎرات‬ . - ‫اﻟﺨﺎرﺟﻴﺔ‬ ‫اﻻﺳﺘﺒﺎﻧﺎت‬ ) ‫اﻟﻌﻤﻼء‬ , ‫اﻤﻟﻮردﻳﻦ‬ , .(.. - ‫اﻟﻌﻤﻞ‬ ‫ﺑﺴﻮق‬ ‫اﻤﻟﺘﻌﻠﻘﺔ‬ ‫اﻟﺘﻘﺎرﻳﺮ‬ . - ‫أﺧﺮى‬ ‫ﻤﻟﻨﻈﻤﺎت‬ ‫اﻟﺴﻨﻮﻳﺔ‬ ‫اﻟﺘﻘﺎرﻳﺮ‬ . - ‫اﻟﻌﺎﻣﺔ‬ ‫اﻻﺣﺼﺎءات‬ ‫ﺗﻘﺎرﻳﺮ‬ .
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺮاﺣﻞ‬  ‫ﺟﻤﻊ‬ ‫ﺑﻴﺎﻧﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ‫ﺣﺎﻓﻆ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﻣﺎﻟﻚ‬ ‫اﻤﻟﺆﺷﺮ‬ ‫اﻟﺮﺋﻴﺴﻲ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮ‬ 1 ‫ﺣﺎﻓﻆ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﻣﺎﻟﻚ‬ ‫اﻤﻟﺆﺷﺮ‬ ‫اﻟﺮﺋﻴﺴﻲ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮ‬ 2 ‫ﻣﻌﺪ‬ ‫اﻟﺘﻘﺎرﻳﺮ‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻔﻌﻴﻞ‬ ‫ﻣﺮاﺣﻞ‬  ‫ﺟﻤﻊ‬ ‫ﺑﻴﺎﻧﺎت‬ ‫ﻣﺆﺷﺮات‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ : ) ‫ﻣﺜﺎل‬ ‫ﻟﻨﻤﻮذج‬ ‫ﺟﻤﻊ‬ ‫ﺑﻴﺎﻧﺎت‬ ‫اﻤﻟﺆﺷﺮ‬ (
‫ﺍﳋﺎﻣﺲ‬ ‫ﺍﶈﻮﺭ‬ : ‫ﺍﻟﺮﺋﻴﺴﻴﺔ‬ ‫ﺍﻷﺩﺍء‬ ‫ﻣﺆﺷﺮﺍﺕ‬ ‫ﺗﻮﺛﻴﻖ‬
15 21 ‫اﻟﺤﺎﻟﻴﺔ‬ ‫اﻟﻘﻴﻤﺔ‬ ‫اﻤﻟﺴﺘﻬﺪﻓ‬ ‫اﻟﻘﻴﻤﺔ‬ ‫ﺔ‬ 21 ‫دﻗﻴﻘﺔ‬ 15 ‫دﻗﻴﻘﺔ‬ ‫اﻟﺸﻮاﻏﺮ‬ ‫ﻹﻏﻼق‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﺰﻣﻦ‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻮﺛﻴﻖ‬  ‫ﺑﻄﺎﻗﺔ‬ ‫ﻣﺆﺷﺮ‬ ‫أداء‬ ‫رﺋﻴﺴﻲ‬ : ‫اﻟﻬﺪف‬ ‫ﻟﻠﻌﻤﻼء‬ ‫اﻤﻟﻘﺪﻣﺔ‬ ‫اﻟﺨﺪﻣﺎت‬ �‫ﺗﺤﺴ‬ # ‫اﻟﺨﺪﻣﺔ‬ ‫ﻹﻧﺠﺎز‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﺰﻣﻦ‬ ‫ﻣﻌﺪل‬ ‫اﻷداء‬ ‫ﻗﻴﺎس‬ ‫ﻣﺆﺷﺮ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫إدارة‬ ‫ﻟﻨﻈﺎم‬ ‫اﻟﻔﻌﻠﻲ‬ ‫اﻟﺘﻄﺒﻴﻖ‬ ‫اﻤﻟﺒﺎدرات‬ ‫اﻷداء‬ ‫ﻓﺠﻮة‬ 6 ‫دﻗﺎﺋﻖ‬ ‫اﻟﻘﻴﺎس‬ ‫وﺣﺪة‬ Measurement Unit : ‫دﻗﻴﻘﺔ‬ ‫اﻟﻘﻴﺎس‬ ‫دورﻳﺔ‬ Frequency : ‫ﺷﻬﺮي‬ ‫اﻷﺳﺎس‬ ‫ﺧﻂ‬ Baseline : 21 ‫دﻗﻴﻘﺔ‬ ‫اﻤﻟﺴﺘﻬﺪف‬ Target : 15 ‫دﻗﻴﻘﺔ‬ ‫اﻤﻟﺮﺟﻌﻴﺔ‬ Benchmarking : ‫ﻷداء‬ �‫ﺗﺤﺴ‬ ‫ﺳﺎﺑﻖ‬ ‫اﻟﻘﻄﺒﻴﺔ‬ Polarity : ‫ﺳﺎﻟﺒﺔ‬ ‫ﻣﺜﺎل‬ ‫ﻣﻌﺪل‬ ‫اﻟﺰﻣﻦ‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫ﻹﻧﺠﺎز‬ ‫اﻟﺨﺪﻣﺔ‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻮﺛﻴﻖ‬  ‫ﺑﻄﺎﻗﺔ‬ ‫ﻣﺆﺷﺮ‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻲ‬ ) KPI ( : ‫اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫اﻟﻮﺣﺪة‬ Dept./Unit ‫اﻹدارة‬ Management ‫اﻟﻬﺪف‬ Objective ‫اﻟﻬﺪف‬ ‫ﻣﺴﺆول‬ Objective Owner ‫اﻟﻬﺪف‬ ‫وﺻﻒ‬ Objective Desc. ‫اﻤﻟﺆﺷﺮ‬ ‫اﺳﻢ‬ Indicator Name ‫اﻤﻟﺆﺷﺮ‬ ‫رﻣﺰ‬ Indicator Code ‫اﻤﻟﺆﺷﺮ‬ ‫ﻧﻮع‬ Indicator Type ‫اﻤﻟﺆﺷﺮ‬ ‫ﻣﺴﺘﻮى‬ Indicator Level ‫اﻤﻟﺆﺷﺮ‬ ‫ﻣﺎﻟﻚ‬ KPI Owner ‫اﻤﻟﺆﺷﺮ‬ ‫وزن‬ Indicator Weight ‫اﻟﻘﻴﺎس‬ ‫ﻣﻦ‬ ‫اﻟﻐﺮض‬ Measurement Desc. ‫اﻤﻟﺴﺘﻬﺪف‬ ‫اﻤﻟﺴﺘﻮى‬ Target ‫اﻤﻟﺮﺟﻌﻴﺔ‬ Benchmarking ‫اﻟﻌﺘﺒﺎت‬ Thresholds ‫اﻟﻘﻴﺎس‬ ‫ﺻﻴﻐﺔ‬ Formula ‫اﻟﻘﻴﺎس‬ ‫وﺣﺪة‬ Measurement Unit ‫اﻷﺳﺎس‬ ‫ﺧﻂ‬ Baseline ‫اﻟﻘﻴﺎس‬ ‫ﺗﻜﺮار‬ Reporting Frequency ‫اﻟﻘﻄﺒﻴﺔ‬ Polarity ‫اﻟﻘﺴﻢ‬ / ‫اﻤﻟﺴﺆوﻟﺔ‬ ‫اﻟﻮﺣﺪة‬ ‫اﻷداء‬ ‫ﻗﻴﺎس‬ ‫ﻣﺆﺷﺮ‬ ‫ﻋﻦ‬ ‫اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫اﻟﻮﺣﺪة‬ ‫ﻟﻬﺎ‬ ‫ﺗﺘﺒﻊ‬ ‫اﻟﺘﻲ‬ ‫اﻹدارة‬ ‫ﻟﺘﺤﻘﻴﻖ‬ ‫اﻟﻄﺮﻳﻖ‬ ‫أو‬ ‫ﻟﻼﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ‫اﻷﺳﺎﺳﻴﺔ‬ ‫اﻟﻠﺒﻨﺎت‬ ‫ﺗﻌﺘﺮﺒ‬ ‫اﻟﺘﻲ‬ ‫اﻤﻟﺴﺘﻤﺮ‬ �‫اﻟﺘﺤﺴ‬ ‫ﻧﺸﺎﻃﺎت‬ ‫ﻫﻮ‬ ‫اﻻﺳﺮﺘاﺗﻴﺠﻴﺔ‬ ) ‫اﺳﺮﺘاﺗﻴﺠﻲ‬ , ‫ﺗﺸﻐﻴﻠﻲ‬ ( ‫اﻟﻬﺪف‬ ‫ﺗﺤﻘﻴﻖ‬ ‫ﻋﻦ‬ ‫اﻤﻟﺴﺆول‬ ‫اﻟﺸﺨﺺ‬ ‫ﻟﻠﻬﺪف‬ ‫ﺗﻔﺼﻴﻠﻲ‬ ‫وﺻﻒ‬ ‫اﻷداء‬ ‫ﻗﻴﺎس‬ ‫ﻣﺆﺷﺮ‬ ‫اﺳﻢ‬ ‫ﺳﺎﺑﻖ‬ , ‫ﻻﺣﻖ‬ , ‫اﻟﻔﻌﺎﻟﻴﺔ‬ , ‫اﻟﻜﻔﺎءة‬ , ‫ﻛﻤﻲ‬ , ‫ﻧﻮﻋﻲ‬ ‫اﻤﻟﺆﺷﺮ‬ ‫ﻋﻦ‬ ‫اﻤﻟﺴﺆول‬ ‫اﻟﺸﺨﺺ‬ ‫اﻤﻟﺆﺷﺮ‬ ‫رﻣﺰ‬ ‫اﺳﺮﺘاﺗﻴﺠﻲ‬ , ‫ﺗﺸﻐﻴﻠﻲ‬ ‫ﺑﺎﻟﻬﺪف‬ ‫ﻣﻘﺎرﻧﺔ‬ ‫اﻤﻟﺆﺷﺮ‬ ‫وزن‬ ‫ﺳﺒﺐ‬ ‫اﻷداء‬ ‫ﻗﻴﺎس‬ ‫ﻟﻠﻬﺪف‬ ‫ﻟﻠﻮﺻﻮل‬ ‫ﺗﺤﻘﻴﻘﻪ‬ ‫اﻤﻟﻄﻠﻮب‬ ‫اﻤﻟﺴﺘﻮى‬ ‫ﻟﻠﻤﺴﺘﻬﺪف‬ ‫اﻤﻟﺮﺟﻌﻴﺔ‬ ‫ﻟﻠﻘﻴﺎس‬ ‫اﻟﺮﻳﺎﺿﻴﺔ‬ ‫اﻤﻟﻌﺎدﻟﺔ‬ ‫ﻋﺪد‬ , ‫ﻧﺴﺒﺔ‬ ‫ﻣﺌﻮﻳﺔ‬ , ‫ﻣﺎﻟﻴﺔ‬ ‫ﻗﻴﻤﺔ‬ ‫ﻳﻮﻣﻲ‬ , ‫أﺳﺒﻮﻋﻲ‬ , ‫ﺷﻬﺮي‬ , ‫ﺳﻨﻮي‬ ‫اﻟﻘﻴﺎس‬ ‫ﺑﺪاﻳﺔ‬ ‫ﻋﻨﺪ‬ ‫اﻷداء‬ ‫ﻣﺴﺘﻮى‬ ‫ﻣﻮﺟﺒﺔ‬ , ‫ﺳﺎﻟﺒﺔ‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻮﺛﻴﻖ‬  ‫ﺑﻄﺎﻗﺔ‬ ‫ﻣﺆﺷﺮ‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻲ‬ ) KPI ( : ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﻣﺼﺪر‬ Data Source ‫ﺟﻤﻊ‬ ‫ﻋﻦ‬ ‫اﻤﻟﺴﺆول‬ ‫وﺣﻔﻈﻬﺎ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ Data Custodian ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﺟﻤﻊ‬ ‫ﺗﻜﺮار‬ Data Collection Frequency ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﻋﺮض‬ Presentation ‫ﻣﻼﺣﻈﺎت‬ Remarks ‫اﻤﻟﺆﺷﺮ‬ ‫ﺻﻼﺣﻴﺔ‬ ‫اﻋﺘﻤﺎد‬ Validation ‫اﻤﻟﺆﺷﺮ‬ ‫ﺻﺤﺔ‬ ‫اﻋﺘﻤﺎد‬ Verification ‫ﺟﻤﻊ‬ ‫ﺳﻴﺘﻢ‬ ‫اﻟﺬي‬ ‫اﻤﻟﺼﺪر‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﻣﻨﻪ‬ ‫ﺻﺤﺘﻬﺎ‬ ‫ﻣﻦ‬ ‫واﻟﺘﺄﻛﺪ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﺟﺪاول‬ ‫ﻲﻓ‬ ‫وﺗﺼﻨﻴﻔﻬﺎ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﺟﻤﻊ‬ ‫ﻋﻦ‬ ‫اﻤﻟﺴﺆول‬ ‫اﻟﺸﺨﺺ‬ ‫ﻳﻮﻣﻲ‬ , ‫أﺳﺒﻮﻋﻲ‬ , ‫ﺷﻬﺮي‬ , ‫ﺳﻨﻮي‬ , ‫إﻟﻜﺮﺘوﻧﻲ‬ ‫اﻟﺘﻘﺎرﻳﺮ‬ ‫ﻋﺮض‬ ‫ﻃﺮﻳﻘﺔ‬ ‫ﻣﻼﺣﻈﺎت‬ ‫ﺻﻼﺣﻴﺔ‬ ‫ﻋﻦ‬ ‫اﻤﻟﺴﺆول‬ ‫اﻟﺸﺨﺺ‬ ‫اﻋﺘﻤﺎد‬ ‫اﻤﻟﻄﻠﻮب‬ ‫ﻟﻠﻬﺪف‬ ‫وﻣﻼﺋﻤﺘﻪ‬ ‫واﻟﻮاﻗﻌﻴﺔ‬ ‫واﻟﺪﻗﺔ‬ ‫اﻟﻮﺿﻮح‬ ‫ﺣﻴﺚ‬ ‫ﻣﻦ‬ ‫اﻤﻟﺆﺷﺮ‬ ‫ﻋﻦ‬ ‫اﻤﻟﺴﺆول‬ ‫اﻟﺸﺨﺺ‬ ‫اﻋﺘﻤﺎد‬ ‫اﻤﻟﻄﻠﻮﺑﺔ‬ �‫ﻟﻠﻤﻌﺎﻳ‬ ً ‫وﻓﻘﺎ‬ ‫وﺗﺼﻨﻴﻔﻬﺎ‬ ‫وﻧﺰاﻫﺘﻬﺎ‬ ‫ودﻗﺘﻬﺎ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﺻﺤﺔ‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻮﺛﻴﻖ‬  ‫ﺑﻄﺎﻗﺔ‬ ‫ﻣﺆﺷﺮ‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻲ‬ ) KPI ( : ‫اﻟﺘﻨﻈﻴﻤﻴﺔ‬ ‫اﻟﻮﺣﺪة‬ Dept./Unit ‫اﻹدارة‬ Management ‫اﻟﻬﺪف‬ Objective ‫ﻣﺴﺆول‬ ‫اﻟﻬﺪف‬ Objective Owner ‫وﺻﻒ‬ ‫اﻟﻬﺪف‬ Objective Desc. ‫اﻤﻟﺆﺷﺮ‬ ‫اﺳﻢ‬ Indicator Name ‫اﻤﻟﺆﺷﺮ‬ ‫رﻣﺰ‬ Indicator Code ‫اﻤﻟﺆﺷﺮ‬ ‫ﻧﻮع‬ Indicator Type ‫اﻤﻟﺆﺷﺮ‬ ‫ﻣﺴﺘﻮى‬ Indicator Level ‫اﻤﻟﺆﺷﺮ‬ ‫ﻣﺎﻟﻚ‬ KPI Owner ‫اﻤﻟﺆﺷﺮ‬ ‫وزن‬ Indicator Weight ‫اﻟﻘﻴﺎس‬ ‫ﻣﻦ‬ ‫اﻟﻐﺮض‬ Measurement Desc. ‫اﻤﻟﺴﺘﻬﺪف‬ ‫اﻤﻟﺴﺘﻮى‬ Target ‫اﻤﻟﺮﺟﻌﻴﺔ‬ Benchmarking ‫اﻟﻌﺘﺒﺎت‬ Thresholds ‫اﻟﻘﻴﺎس‬ ‫ﺻﻴﻐﺔ‬ Formula ‫وﺣﺪة‬ ‫اﻟﻘﻴﺎس‬ Measurement Unit ‫اﻷﺳﺎس‬ ‫ﺧﻂ‬ Baseline ‫ﺗﻜﺮار‬ ‫اﻟﻘﻴﺎس‬ Reporting Frequency ‫اﻟﻘﻄﺒﻴﺔ‬ Polarity ‫اﻷرﺿﻴﺔ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫ﻗﺴﻢ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫إدارة‬ ‫ﻣﺘﻤﻴﺰة‬ ‫ﺧﺪﻣﺎت‬ ‫ﺗﻘﺪﻳﻢ‬ �‫ﻣﻌﺎﻳ‬ ‫ﺑﺄﻋﻠﻰ‬ ‫اﻟﺠﻮدة‬ ‫أ‬ . ‫ﺧﺎﻟﺪ‬ ‫ﻣﺤﻤﺪ‬ ‫اﻤﻟﺘﻤﻴﺰة‬ ‫اﻟﺨﺪﻣﺎت‬ �‫ﺗﺤﺴ‬ ‫وﻓﻖ‬ ‫اﻤﻟﻄﻠﻮﺑﺔ‬ ‫اﻟﺠﻮدة‬ �‫وﺑﻤﻌﺎﻳ‬ ‫اﻤﻟﻨﺎﺳﺒﺔ‬ ‫واﻟﺘﻜﺎﻟﻴﻒ‬ ‫اﻤﻟﻨﺎﺳﺒﺔ‬ ‫اﻷوﻗﺎت‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬ ‫اﻟﺨﺪﻣﺔ‬ ‫ﻹﻧﺠﺎز‬ ‫ﺳﺎﺑﻖ‬ Leading ‫أ‬ . ‫ﻣﺤﻤﺪ‬ ‫ﻟﻴﻠﻰ‬ T01 ‫ﺗﺸﻐﻴﻠﻲ‬ 40 % ‫أرﺿﻴﺔ‬ ‫ﺧﺪﻣﺎت‬ ‫ﺗﻘﺪﻳﻢ‬ ‫أﺟﻞ‬ ‫ﻣﻦ‬ ‫وذﻟﻚ‬ ‫ﻟﻠﻤﺴﺎﻓﺮﻳﻦ‬ ‫اﻤﻟﻘﺪﻣﺔ‬ ‫اﻟﺨﺪﻣﺔ‬ ‫ﻹﻧﺠﺎز‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬ ‫ﻣﻌﺪل‬ ‫ﻗﻴﺎس‬ ‫اﻟﺠﻮدة‬ �‫ﻣﻌﺎﻳ‬ ‫ﺑﺄﻋﻠﻰ‬ ‫ﻣﺘﻤﻴﺰة‬ 15 ‫دﻗﻴﻘﺔ‬ ‫اﻟﺴﺎﺑﻖ‬ ‫ﻟﻸداء‬ ‫ﺗﺪرﻳﺠﻲ‬ �‫ﺗﺤﺴ‬ ‫ﻋﺪد‬ ) ‫دﻗﻴﻘﺔ‬ ( ‫ﺷﻬﺮي‬ 21 ‫دﻗﻴﻘﺔ‬ ‫ﺳﺎﻟﺒﺔ‬ ‫اﻟﺨﺪﻣﺔ‬ ‫ﻹﻧﺠﺎز‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬ 15 ‫ﻓﺄﻗﻞ‬ ‫دﻗﻴﻘﺔ‬ ‫ﻣﻦ‬ ‫أﻛﺜﺮ‬ 15 ‫وأﻗﻞ‬ ‫دﻗﻴﻘﺔ‬ ‫ﻣﻦ‬ 20 ‫دﻗﻴﻘﺔ‬ 20 ‫ﻓﺄﻛﺜﺮ‬ ‫دﻗﻴﻘﺔ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫ﻹﻧﺠﺎز‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﺰﻣﻦ‬ ‫إﺟﻤﺎﻟﻲ‬ ‫اﻤﻟﻘﺪﻣﺔ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫إﺟﻤﺎﻟﻲ‬ ‫ﻣﺜﺎل‬
‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻮﺛﻴﻖ‬  ‫ﺑﻄﺎﻗﺔ‬ ‫ﻣﺆﺷﺮ‬ ‫اﻷداء‬ ‫اﻟﺮﺋﻴﺴﻲ‬ ) KPI ( : ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﻣﺼﺪر‬ Data Source ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﺟﻤﻊ‬ ‫ﻋﻦ‬ ‫اﻤﻟﺴﺆول‬ Data Custodian ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﺟﻤﻊ‬ ‫ﺗﻜﺮار‬ Data Collection Frequency ‫اﻟﺒﻴﺎﻧﺎت‬ ‫ﻋﺮض‬ Presentation ‫ﻣﻼﺣﻈﺎت‬ Remarks ‫اﻤﻟﺆﺷﺮ‬ ‫ﺻﻼﺣﻴﺔ‬ ‫اﻋﺘﻤﺎد‬ Validation ‫اﻤﻟﺆﺷﺮ‬ ‫ﺻﺤﺔ‬ ‫اﻋﺘﻤﺎد‬ Verification ‫اﻹﻟﻜﺮﺘوﻧﻲ‬ ‫اﻟﺨﺪﻣﺎت‬ ‫ﻧﻈﺎم‬ ‫ﺑﻴﺎﻧﺎت‬ ‫ﻗﺎﻋﺪة‬ ‫أ‬ . ‫ﺳﺎﻟﻢ‬ ‫ﻓﻬﺪ‬ ‫إﻟﻜﺮﺘوﻧﻲ‬ Dial Chart ‫ﻳﺘﻢ‬ ‫اﻷﺧﺬ‬ ‫ﺑﺎﻻﻋﺘﺒﺎر‬ ‫ﺣﺴﺎب‬ ‫اﻟﻮﻗﺖ‬ ‫ﻣﻨﺬ‬ ‫اﻟﺒﺪء‬ ‫ﺑﺨﺪﻣﺔ‬ ‫اﻟﻌﻤﻴﻞ‬ ‫ﺣﺘﻰ‬ ‫اﻻﻧﺘﻬﺎء‬ ‫ﻣﻨﻬﺎ‬ ‫ﻣﻊ‬ ‫اﺳﺘﺜﻨﺎء‬ ‫اﻟﻔﺮﺘة‬ ‫اﻟﺰﻣﻨﻴﺔ‬ ‫اﻟﺘﻲ‬ ‫ﻳﻜﻮن‬ ‫ﻓﻴﻬﺎ‬ ‫اﻟﻨﻈﺎم‬ ‫ﻣﺘﻌﻄﻞ‬ ‫ﻟﺴﺒﺐ‬ ‫ﻣﺎ‬ . ‫أ‬ . ‫ﻣﺤﻤﺪ‬ ‫ﻟﻴﻠﻰ‬ ‫أ‬ . ‫ﺳﺎﻟﻢ‬ ‫ﻓﻬﺪ‬ ‫اﻟﺨﺪﻣﺔ‬ ‫ﻹﻧﺠﺎز‬ ‫اﻤﻟﺴﺘﻐﺮق‬ ‫اﻟﻮﻗﺖ‬ ‫ﻣﺜﺎل‬
‫ﺍﻟﺴﺎﺩﺱ‬ ‫ﺍﶈﻮﺭ‬ : ً ‫ﺑﻴﺎﻧﻴﺎ‬ ‫ﺍﻟﺮﺋﻴﺴﻴﺔ‬ ‫ﺍﻷﺩﺍء‬ ‫ﻣﺆﺷﺮﺍﺕ‬ ‫ﲤﺜﻴﻞ‬
‫ﻣﺆﺷﺮات‬ ‫ﺗﻤﺜﻴﻞ‬ ‫اﻷداء‬ ً ‫ﺑﻴﺎﻧﻴﺎ‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬  ‫ﺗﻤﺜﻴﻞ‬ ‫ﻣﺆﺷﺮات‬ ‫ﻗﻴﺎس‬ ‫اﻷداء‬ ً ‫ﺑﻴﺎﻧﻴﺎ‬ : ‫أداء‬ ‫ﺑﻄﺎﻗﺔ‬ SCORECARD ‫اﻷﻫﺪاف‬ Objectives ‫اﻟﻌﻤﻠﻴﺎت‬ Processes ‫ﻣﺆﺷﺮات‬ ‫ﻟﻮﺣﺔ‬ DASHBOARD ‫اﻤﻟﻨﺠﺰ‬ ‫ﻧﺴﺒﺔ‬ ‫اﻻﺗﺠﺎه‬ ‫اﻟﻨﺘﻴﺠﺔ‬ ‫اﻟﺤﺎﻟﻴﺔ‬ ‫اﻟﻨﺘﻴﺠ‬ ‫ﺔ‬ ‫اﻟﺴﺎﺑﻘﺔ‬ ‫اﻟﻮﺣﺪة‬ ‫اﻤﻟﻨﻈﻮر‬ / ‫اﻟﻬﺪف‬ / ‫اﻤﻟﺆﺷﺮ‬ ‫اﻤﻟﻨﻈﻮر‬ ‫اﻤﻟﺎﻟﻲ‬ ‫اﻷرﺑﺎح‬ ‫زﻳﺎدة‬ 83%  1.2 M 1 M # # ‫اﻷرﺑﺎح‬ ‫ﺻﺎﻲﻓ‬ ‫ﻣﻌﺪل‬ ‫اﻟﻌﻤﻼء‬ ‫ﻣﻨﻈﻮر‬ ‫اﻟﺴﻮﻗﻴﺔ‬ ‫اﻟﺤﺼﺔ‬ ‫زﻳﺎدة‬ 76%  41% 45% % % ‫اﻟﺴﻮﻗﻴﺔ‬ ‫اﻟﺤﺼﺔ‬
ً ‫ﺑﻴﺎﻧﻴﺎ‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻤﺜﻴﻞ‬  ‫ﺗﻤﺜﻴﻞ‬ ‫ﻣﺆﺷﺮات‬ ‫ﻗﻴﺎس‬ ‫اﻷداء‬ ً ‫ﺑﻴﺎﻧﻴﺎ‬ : ‫اﻟﻨﺘﺎﺋﺞ‬ ‫ﺑﻄﺎﻗﺔ‬ SCORECARD
ً ‫ﺑﻴﺎﻧﻴﺎ‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻤﺜﻴﻞ‬  ‫ﺗﻤﺜﻴﻞ‬ ‫ﻣﺆﺷﺮات‬ ‫ﻗﻴﺎس‬ ‫اﻷداء‬ ً ‫ﺑﻴﺎﻧﻴﺎ‬ : ‫اﻟﻨﺘﺎﺋﺞ‬ ‫ﺑﻄﺎﻗﺔ‬ SCORECARD
ً ‫ﺑﻴﺎﻧﻴﺎ‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻤﺜﻴﻞ‬  ‫ﺗﻤﺜﻴﻞ‬ ‫ﻣﺆﺷﺮات‬ ‫ﻗﻴﺎس‬ ‫اﻷداء‬ ً ‫ﺑﻴﺎﻧﻴﺎ‬ : ‫ﻣﺆﺷﺮات‬ ‫ﻟﻮﺣﺔ‬ DASHBOARD
ً ‫ﺑﻴﺎﻧﻴﺎ‬ ‫اﻟﺮﺋﻴﺴﻴﺔ‬ ‫اﻷداء‬ ‫ﻣﺆﺷﺮات‬ ‫ﺗﻤﺜﻴﻞ‬  ‫ﺗﻤﺜﻴﻞ‬ ‫ﻣﺆﺷﺮات‬ ‫ﻗﻴﺎس‬ ‫اﻷداء‬ ً ‫ﺑﻴﺎﻧﻴﺎ‬ : ‫ﻓﺮدﻳﺔ‬ ‫ﻗﻴﻢ‬ ‫ﻣﻘﺎرﻧﺔ‬  BAR Chart ‫اﻤﻟﺴﺘﻬﺪﻓﺔ‬ ‫ﻣﻊ‬ ‫اﻟﺤﺎﻟﻴﺔ‬ ‫اﻟﻨﺘﺎﺋﺞ‬ ‫ﻣﻘﺎرﻧﺔ‬  Bullet Graph �‫اﻟﺘﻐ‬ ‫ﻗﻴﻢ‬ ‫إﻟﻰ‬ ‫ﻟﻺﺷﺎرة‬ ‫ﻣﻔﻴﺪ‬  Dial Chart ‫اﻻﺗﺠﺎﻫﺎت‬ ‫ﻟﺘﺘﺒﻊ‬ ‫ﻣﻔﻴﺪ‬ Line Chart ‫اﻟﻜﻞ‬ ‫ﻣﻦ‬ ‫ﻣﺨﺘﻠﻔﺔ‬ ‫أﺟﺰاء‬ ‫ﻤﻟﻘﺎرﻧﺔ‬ ‫ﻣﻔﻴﺪ‬ Pie Chart ‫ﻣﺨﺘﺼﺮة‬ ‫ﺑﻄﺮﻳﻘﺔ‬ ‫اﻟﺒﻴﺎﻧﺎت‬ ‫اﺗﺠﺎﻫﺎت‬ ‫ﻹﻇﻬﺎر‬ ‫ﻣﻔﻴﺪ‬ Sparkline
‫ﻟﻜﻢ‬ ً ‫ﺷﻜﺮﺍ‬ 69 @engaalzahrani

Recommended

27539معدل - السيرة الذاتية - معدل - 1.ppt
27539معدل - السيرة الذاتية - معدل - 1.ppt27539معدل - السيرة الذاتية - معدل - 1.ppt
27539معدل - السيرة الذاتية - معدل - 1.ppt
Abdulmajeed70384
 
Basic Principles of Electrical Safety.ppt
Basic Principles of Electrical Safety.pptBasic Principles of Electrical Safety.ppt
Basic Principles of Electrical Safety.ppt
Abdulmajeed70384
 
safty water ppt.pptx
safty water ppt.pptxsafty water ppt.pptx
safty water ppt.pptx
Abdulmajeed70384
 
interview ppt.pptx
interview ppt.pptxinterview ppt.pptx
interview ppt.pptx
Abdulmajeed70384
 
firstaid.ppt
firstaid.pptfirstaid.ppt
firstaid.ppt
Abdulmajeed70384
 
الحرائق وطفايات الحريق.ppt
الحرائق وطفايات الحريق.pptالحرائق وطفايات الحريق.ppt
الحرائق وطفايات الحريق.ppt
Abdulmajeed70384
 
2024 State of Marketing Report – by Hubspot
2024 State of Marketing Report – by Hubspot2024 State of Marketing Report – by Hubspot
2024 State of Marketing Report – by Hubspot
Marius Sescu
 
Everything You Need To Know About ChatGPT
Everything You Need To Know About ChatGPTEverything You Need To Know About ChatGPT
Everything You Need To Know About ChatGPT
Expeed Software
 

Recommended

27539معدل - السيرة الذاتية - معدل - 1.ppt
27539معدل - السيرة الذاتية - معدل - 1.ppt27539معدل - السيرة الذاتية - معدل - 1.ppt
27539معدل - السيرة الذاتية - معدل - 1.ppt
Abdulmajeed70384
 
Basic Principles of Electrical Safety.ppt
Basic Principles of Electrical Safety.pptBasic Principles of Electrical Safety.ppt
Basic Principles of Electrical Safety.ppt
Abdulmajeed70384
 
safty water ppt.pptx
safty water ppt.pptxsafty water ppt.pptx
safty water ppt.pptx
Abdulmajeed70384
 
interview ppt.pptx
interview ppt.pptxinterview ppt.pptx
interview ppt.pptx
Abdulmajeed70384
 
firstaid.ppt
firstaid.pptfirstaid.ppt
firstaid.ppt
Abdulmajeed70384
 
الحرائق وطفايات الحريق.ppt
الحرائق وطفايات الحريق.pptالحرائق وطفايات الحريق.ppt
الحرائق وطفايات الحريق.ppt
Abdulmajeed70384
 
2024 State of Marketing Report – by Hubspot
2024 State of Marketing Report – by Hubspot2024 State of Marketing Report – by Hubspot
2024 State of Marketing Report – by Hubspot
Marius Sescu
 
Everything You Need To Know About ChatGPT
Everything You Need To Know About ChatGPTEverything You Need To Know About ChatGPT
Everything You Need To Know About ChatGPT
Expeed Software
 
Product Design Trends in 2024 | Teenage Engineerings
Product Design Trends in 2024 | Teenage EngineeringsProduct Design Trends in 2024 | Teenage Engineerings
Product Design Trends in 2024 | Teenage Engineerings
Pixeldarts
 
How Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental HealthHow Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental Health
ThinkNow
 
AI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdfAI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdf
marketingartwork
 
Skeleton Culture Code
Skeleton Culture CodeSkeleton Culture Code
Skeleton Culture Code
Skeleton Technologies
 
PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024
Neil Kimberley
 
Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)
contently
 
How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024
Albert Qian
 
Social Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsSocial Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie Insights
Kurio // The Social Media Age(ncy)
 
Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024
Search Engine Journal
 
5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary
SpeakerHub
 
ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd
Clark Boyd
 
Getting into the tech field. what next
Getting into the tech field. what next Getting into the tech field. what next
Getting into the tech field. what next
Tessa Mero
 
Google's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search IntentGoogle's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search Intent
Lily Ray
 
How to have difficult conversations
How to have difficult conversations How to have difficult conversations
How to have difficult conversations
Rajiv Jayarajah, MAppComm, ACC
 
Introduction to Data Science
Introduction to Data ScienceIntroduction to Data Science
Introduction to Data Science
Christy Abraham Joy
 
Time Management & Productivity - Best Practices
Time Management & Productivity - Best PracticesTime Management & Productivity - Best Practices
Time Management & Productivity - Best Practices
Vit Horky
 
The six step guide to practical project management
The six step guide to practical project managementThe six step guide to practical project management
The six step guide to practical project management
MindGenius
 
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
RachelPearson36
 
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Applitools
 
12 Ways to Increase Your Influence at Work
12 Ways to Increase Your Influence at Work12 Ways to Increase Your Influence at Work
12 Ways to Increase Your Influence at Work
GetSmarter
 

More Related Content

Featured

How Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental HealthHow Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental Health
ThinkNow
 
Social Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsSocial Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie Insights
Kurio // The Social Media Age(ncy)
 
Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024
Search Engine Journal
 
5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary
SpeakerHub
 
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Applitools
 

Featured (20)

Product Design Trends in 2024 | Teenage Engineerings
Product Design Trends in 2024 | Teenage EngineeringsProduct Design Trends in 2024 | Teenage Engineerings
Product Design Trends in 2024 | Teenage Engineerings
 
How Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental HealthHow Race, Age and Gender Shape Attitudes Towards Mental Health
How Race, Age and Gender Shape Attitudes Towards Mental Health
 
AI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdfAI Trends in Creative Operations 2024 by Artwork Flow.pdf
AI Trends in Creative Operations 2024 by Artwork Flow.pdf
 
Skeleton Culture Code
Skeleton Culture CodeSkeleton Culture Code
Skeleton Culture Code
 
PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024PEPSICO Presentation to CAGNY Conference Feb 2024
PEPSICO Presentation to CAGNY Conference Feb 2024
 
Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)Content Methodology: A Best Practices Report (Webinar)
Content Methodology: A Best Practices Report (Webinar)
 
How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024How to Prepare For a Successful Job Search for 2024
How to Prepare For a Successful Job Search for 2024
 
Social Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie InsightsSocial Media Marketing Trends 2024 // The Global Indie Insights
Social Media Marketing Trends 2024 // The Global Indie Insights
 
Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024Trends In Paid Search: Navigating The Digital Landscape In 2024
Trends In Paid Search: Navigating The Digital Landscape In 2024
 
5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary5 Public speaking tips from TED - Visualized summary
5 Public speaking tips from TED - Visualized summary
 
ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd ChatGPT and the Future of Work - Clark Boyd
ChatGPT and the Future of Work - Clark Boyd
 
Getting into the tech field. what next
Getting into the tech field. what next Getting into the tech field. what next
Getting into the tech field. what next
 
Google's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search IntentGoogle's Just Not That Into You: Understanding Core Updates & Search Intent
Google's Just Not That Into You: Understanding Core Updates & Search Intent
 
How to have difficult conversations
How to have difficult conversations How to have difficult conversations
How to have difficult conversations
 
Introduction to Data Science
Introduction to Data ScienceIntroduction to Data Science
Introduction to Data Science
 
Time Management & Productivity - Best Practices
Time Management & Productivity - Best PracticesTime Management & Productivity - Best Practices
Time Management & Productivity - Best Practices
 
The six step guide to practical project management
The six step guide to practical project managementThe six step guide to practical project management
The six step guide to practical project management
 
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
 
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
 
12 Ways to Increase Your Influence at Work
12 Ways to Increase Your Influence at Work12 Ways to Increase Your Influence at Work
12 Ways to Increase Your Influence at Work
 

حقيبة تدريبية بعنوان مؤشرات الأداء الرئيسية KPIs.pdf