BALANCE

SCORECARD (BSC)
WORKSHOP
MISSION
➢ Empower Filipinos everywhere with customer-
focused digital innovations that unlock and
share their infinite potential

VISION
➢ Lead and inspire Filipinos to create a better
tomorrow
FINANCIAL
PERSPECTIVE
Performance Targets
Objectives Initiatives
Measures (2020)
Offers discounts, give
Revenue Growth customers multiple payment
Revenue Growth 2-4%
Rate options; and improve
marketing

Improve marketing and

Profitability Growth Net Profit Margin 10-20% increase number of
customers

Monitor and control

Reduce Operating Operating Expense
60-80% expenses and improve
costs/expenses Ratio cash flows
CUSTOMER
PERSPECTIVE
Performance Targets
Objectives Initiatives
Measures (2020)
Provide reliable customer Focus on customer wants and
experience and improve expectations; identify ‘at risk’
access to and quality of Market share index 59% customers and implements effective
measures to convince them to stay
services

Customer Growth Customer complaints

Provide the customer a
15-25% desk; Customer feedback
superior data experience Rtae or surveys

Focus on building
Customer retention Number of constructive relationship
72,933,839
and growth Subscribers with customers; locate near
customers
INTERNAL PROCESS
PERSPECTIVE
Performance Targets
Objectives Initiatives
Measures (2020)

Improve offering Offer prepaid and postpaid

Number of offers 8 mobile communications
selection services all over the country

Innovation in Promoting data and

Number of active
products and 8 content-led products
projects under the Giga brand
services
GROWTH AND
LEARNING PERSPECTIVE
Performance Targets
Objectives Initiatives
Measures (2020)
Career 100% of employees Skill and Competency
Training Development Program; Conduct
advancement completing the
certifications training
continues learning and
opportunities development program

Recognition and awards, and

Build strong
Number of 62,027 number of mentorship program; in 2020,
relationship with the company launched an
employees employees internal program called “ Mind
employees your Health”

Pension and Duration of PLDT has defined benefit pension

10 years plan and covering all of our
retirement benefits employment permanent and regular employees.