balanced score card 2
DESCRIPTION
Balanced score card 2 www.mobilemoviesite.comTRANSCRIPT
ByNaveed M. Khan
INTRODUCTIONIn 1992, Robert S. Kaplan and David Norton
introduced the balanced scorecard, a concept for measuring a company's activities in terms of its vision and strategies, to give managers a comprehensive view of the performance of a business
Key Element The key new element is focusing not only on
financial outcomes but also on the human issues that drive those outcomes, so that organizations focus on the future and act in their long-term best interest
BALANCE SCORE CARD
FinancialsAccording to each perspective of the
balanced scorecard there are a number of KPIs.
* Financial o Cash flow o ROI o Financial Result o Return on capital employed o Return on equity
Customer* Customer Delivery Performance to Customer - by
Date Delivery Performance to Customer - by
Quantity Customer satisfaction rate Customer retention
Internal Business Processes
Number of Activities Supply Chain Management Operational Efficiency
Learning & Growth
Investment on Employee’s Training Growth within the company Research and Innovation
Cause and Effect Relationship
Cause and Effect Relationship
Performance Drivers A good balance score card also have a mix of
outcome measures and performance drivers Companies with greatly improved
performances must identify how to increase sales to existing customers
Example of TCP The four perspective should be considered
template not a straight jacket
Balanced Score Card of TESCO
Customer
Earn lifetime loyaltyThe aisles are clearI can get what I wantThe prices are goodI don’t want to queueThe staff are great
Finance Grow sales
Maximize profits
Manage our investment
Operations Shopping is better for customersWork is simpler for staffThe way we operate is cheaper for TescoThe way we operate is responsible and safe
People/ Learning & Growth We trust and respect each other
My manager supports me to do a good job
My job is interesting I have the opportunity to