Balanced Score Card Pantaloon Retail LimitedThe balanced scorecard is a model of business performance evaluation that balances measures of financial performance, internal operations, innovation and learning, and customer satisfaction. If an organization is to remain viable in a changing and ever more competitive business environment, its managers need to continually ask the questions emphasized in the balanced scorecard.It is a framework that helps organizations translates strategy into operational objectives that drive both behavior and performance..

Pantaloon Retail ltds BSC: with the vision of the company to achieve the 25%growth on both sales and profit terms and with the vision in mind, BSC created on these four parameters:Financial PerspectiveCustomer Perspective, Internal Operation Perspective and Innovation/Learning PerspectiveBalance score card is a comprehensive performance measurement tool that reflects all the measures critical for the success of the firms strategy.Its a performance report based on a broad set of both financial and non financial measures. Customer value creation in turn drives financial performance and profitability

Financial Perspective GoalsFinancial Growth (25%)Increase shareholders wealthIncrease Profit Margin Sales target 1200cr (2007-08) MeasuresCost managementFinancial Ratios1. Profit growth 25%2. Sales growth 30% CUSTOMER PERSPECTIVE GoalsCustomer SatisfactionAfter Sale services to retain customerMarket Penetration MeasuresCustomer retunes and complaints.Customer satisfaction surveys.Coverage and strength of distribution channel.

Internal Operation Perspective: GoalsReduce Number of defects, amount of rework, number of returns. Increase machine efficiency. MeasuresInnovations and Research & DevelopmentTraining to employees

Innovation and Learning Perspective GoalsIncrease Number of new apparel designs.Increase R & D output success rate.Employee turnover, number of complaints.Employee satisfaction and retention. MeasuresIncrease Number of training hours.Introduce New TechnologyEmployee Welfare

SUMMARYThis Balance score card will help Pantaloon retail to increase the knowledge skills and systems that employees will need (learning and growth) to innovate build and adopt the right strategic capabilities and efficiencies (internal process) that delivers desired value to the market (customer) which will eventually lead to the accumulation of shareholders wealth.