Lead: -Frequency of referrals of This captures an aspect of the interaction between the customer and the company and make a contribution to satisfaction Customer value consultant honesty To increase market share (‘company... seeking to embark on the next phase of its life involves the expansion of its operations” customer-related issues to management for consideration - No. of complaints for unethical consultant behaviour Lag: - Market share - Dollar value of sales from new customers Lead: -No. of branches - % of sales revenue committed to advertising The company is seeking to expand operations ‘The availability of branches is essential to drive growth in sales. Similarly, advertising is likely to play similar role Internal Business Process To provide customers with a seamless travel experience (Odyssey SPAS _ provides customers with a seamless interactions) Lag: - Consultants response time to customer —_—_queries (average) - No. of administrative errors in customer bookings Lead: - No. of hours IT systems are down - No. of staff training hours promptness of response to customer enquiries is highly appreciated by customers processing errors impact negatively on customer experience Systems downtime impact on consultants response time Staff training is key to gate —admini errorsTo demonstrates commitment to sustainability (this is required to demonstrate coherence with the company offering) Lag: - Kwh of electricity per tour sold - % of recycled paper - Proportion of products used of organic sources Lead: - No of employee suggestions for sustainability initiatives - % of availability of boxes for paper re-use in branches These indicate the company’s contribution to reduce its environmental footprint Employee suggestions are likely to enhancements in energy and —_paper consumption. Also, availability of re-use boxes will facilitate the re-using of paper. (“concerted effort to keep introduce new packages””) Learning and Growth To enhance portfolio of | Lag: offerings - No of new tours introduced per year - No. of tours available Lead: - Total hours spent investigating and developing new tours - Dollar amount invested in These measures will capture the “freshness” of the portfolio and breadth of choice These capture the time and financial resources required for new product development exceptional level of services, which are delivered by expertly trained wellbeing therapists” + “Akey aspect of the process is a | personalised one-to-one - Employee _ satisfaction scores new product development To have a extremely well | Lag: skilled oro - No. of hours of training per | More training will enhance (‘provides customers an | consultant employee skills Employee who believe they have not been provided with the proper trainingdiscussion between an Odyssey consultant and the customer to discuss their needs and identify suitable packages”) Lead: - Avg training expenses per consultant per year - Employee ratings of quality of training. tend to dissatisfaction express ‘This capture the financial commitment to training This seeks to ensure the training is adequate for staff needs