Scribd Logo
Upload

Welcome to Scribd!

  • Balanced Scorecard: OM ER LA TI ON SH IP

    Uploaded by

    jpereztmp
    42 views5 pages
    The Balanced Scorecard (BSC) is a strategic planning and management tool used by organizations to communicate goals, align day-to-day work with strategy, prioritize projects, and measure progress toward strategic targets. It considers both financial and non-financial metrics across four perspectives: customer, internal processes, learning and growth, and financial. Benchmarking involves selecting best-in-class performance metrics from peer groups, measuring own performance against those metrics, and developing action plans for improvement. Customer relationship management (CRM) technology allows collection and use of customer data to understand customer groups and respond quickly to changing desires through the customer journey.

    Original Description:

    You_Exec_-_Bains_Management_Toolkit_Part1_Free

    Original Title

    You_Exec_-_Bains_Management_Toolkit_Part1_Free

    Copyright

    © © All Rights Reserved

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    The Balanced Scorecard (BSC) is a strategic planning and management tool used by organizations to communicate goals, align day-to-day work with strategy, prioritize projects, and measure progress toward strategic targets. It considers both financial and non-financial metrics across four perspectives: customer, internal processes, learning and growth, and financial. Benchmarking involves selecting best-in-class performance metrics from peer groups, measuring own performance against those metrics, and developing action plans for improvement. Customer relationship management (CRM) technology allows collection and use of customer data to understand customer groups and respond quickly to changing desires through the customer journey.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    42 views5 pages

    Balanced Scorecard: OM ER LA TI ON SH IP

    Uploaded by

    jpereztmp
    The Balanced Scorecard (BSC) is a strategic planning and management tool used by organizations to communicate goals, align day-to-day work with strategy, prioritize projects, and measure progress toward strategic targets. It considers both financial and non-financial metrics across four perspectives: customer, internal processes, learning and growth, and financial. Benchmarking involves selecting best-in-class performance metrics from peer groups, measuring own performance against those metrics, and developing action plans for improvement. Customer relationship management (CRM) technology allows collection and use of customer data to understand customer groups and respond quickly to changing desires through the customer journey.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 5

    • Customer Satisfaction

    • Customer Satisfaction
    rate • ROI
    rate retention
    • Customer • ROI
    • Cash Flow

    IP
    O R
    SH
    TI ME
    • Customer
    • Delivery retention
    & Quality • Cash Flow
    • Financial Results

    N
    LA TO
    • Delivery & Quality
    Performance • Financial Results

    RE US
    C
    Performance

    FI
    N
    BALANCED SCORECARD
    A
    N
    C
    IA
    L
    VISION &
    IN The BSC is a strategic planning and management system that
    PR TE
    O RN STRATEGY
    C organizations utilize to communicate what is to be accomplished, align
    ES AL
    S the day-to-day tasks with overall strategy, prioritize projects, products
    and services, and measure and control progress to reach strategic
    targets
    TH N
    W O
    O I

    • Job satisfaction
    R T
    G CA
    & DU

    • Activities per function • Job satisfaction


    • Employee turnover
    E

    • Activities
    • Process per function
    alignment & • Employee
    • Specialist turnover
    knowledge &
    • Process alignment &
    automation • Specialist knowledge &
    skills
    automation skillsopportunities
    • Training
    • Training opportunities
    BENCHMARKING METHODOLOGY

    Select best in class


    performance

    Determine scope of
    Identify KPIs and Select best in class Identify parity Develop action Track plan
    exercise Re-calibrate
    collect data peer group group plan execution

    Measure own
    performance
    BENCHMARKING PHASE POST-BENCHMARKING PHASE
    Understand existing processes

    Develop vision an objectives 8 2 Identify process for re-design

    BUSINESS PROCESS
    Ongoing continuous improvement 7 3 Identify change levers
    RE-ENGINEERING

    Evaluate the new process Implement the new process


    6 4

    Make new process operational


    CUSTOMER JOURNEY ANALYSIS

    STAGES AWARENESS CONSIDERATION DECISION DELIGHT

    TARGETED IN-STORE
    TOUCH SOCIAL BROWSING MAKE EMAIL MAKE
    ADVERTISEME CONSULTATIO REFERRAL
    POINT POSTS WEBSITE COMPARISON ENQUIRY PURCHASE
    NT N

    Visit social media Click on link in Compare pros and Interact with social
    Browse social media Fill out contact form Visit a retail location Make final purchase
    CUSTOMER profile from same social profile to be cons of our products posts to boost
    and stumbled upon or live chat for to experience decision in store or
    channel and follow directed to main vs those of algorithm or actively
    PROCESS our targeted ad immediate responses product in person back online
    account website competitors refer

    EXPERIENCE
    CUSTOMER
    TECHNOLOGY
    Applications RELATIONSHIP
    Infrastructure

    MANAGEMENT

    STAFFING
    STRATEGY
    Organizational Structure CRM Business Goals
    Skills & Incentives
    Objectives

    PROCESS
    Procedures Process used to understand customer groups and respond quickly to shifting customer
    Business Rules desires. CRM tech allows for collection and management of customer data and carry out
    strategies based on that information. This helps to solve specific problems throughout the
    customer relationship cycle and allows tailoring of products to targeted segments.

    You might also like