business mentor perth presentation 1.3
TRANSCRIPT
Overview of the Balanced Scorecard Process
• Black = Planning, Training, and Set-up• Green = Balanced Scorecard Development• Orange = Implementation
The Big Picture
Overview of the Balanced Scorecard Process
Sample Strategy Map
Focused on four perspectives:•Financial•Customers•Internal Processes•Employee Learning and Growth
* This is a guideline only – many companies choose to customize the perspectives
Financial
Customer
Internal
Learning &Growth
InnovationProcesses
Increaseunique
features
Customermanagement
processes
Increasenumber of
touches
Operationsmanagement
processes
Streamlinedelivery
Regulatoryand socialprocesses
Improvecommunityrelations
Improvedelivery
timeBuild
loyaltyImprovecustomer
satisfaction
Growrevenue
Enhance valuefor customer
Focus on employeedevelopment
through trainingand mentoring
Provide a strongleadership andcommunication
base
Overview of the Balanced Scorecard Process
Sample Balanced Scorecard
• Four perspectives and their objectives in the yellow boxes
• Each perspective contains a few sample actions and measures
VisionBecome a cornerstone
of the businesscommunity by helpingour clients transform
their brands andachieve their dreams
Learning & Growth PerspectiveTo achieve our vision, how will we sustain our ability
to change and improve?
Focus on employee developmentProvide strong leadership and
communication base
Actions Measures
Implement onlinelearning portal
Percentage ofemployees attended
and completedprogram (>90%)
Internal Process PerspectiveTo satisfy our customers and stakeholders, at what
business processes must we excel?
Product deliveryNumber of customer touches
Product innovation (unique features)Community relations
Actions Measures
Streamline deliveryprocess
Door to door time(Target: Less than 5
days)
Customer PerspectiveTo achieve our vision, how should we appear to our
customers?
Improve delivery timeBuild loyalty
Improve customer satisfaction
Actions MeasuresMeasure satisfaction
through mysteryshopping
Report results(Target: >90%)
Introduce loyaltyprogram
Number of members(Target: 1 million)
Financial PerspectiveTo achieve our goals, how should we appear to our
shareholders?
Grow revenueEnhance customer value
Actions MeasuresIncrease net profit
by 25%Net profit for 2020reaches 4.5 million
Begin bulk rate sales Sales of $1 million infirst year
Overview of the Balanced Scorecard Process
Sample Tactical Action Plan
• Creates an action plan for each balanced scorecard element
• Specific initiatives and budgets are included
• Often broken down into different strategic themes