Balance Score CardSuatu magement framework utk mengubah (translate) misi, visi dan strategi kedalam satu set

ukuran terpadu (balanced :lag dan lead indicator) dari performance organisasi yang diharapkan.

• Financial Perspective– Ukuran profitability termasuk operating income,gross margin ,return on capital

employed, working capital turn over atau value added dan payback periode.

• Customer perspective– Berkaitan customer dan segmentasi (customer satisfaction,customer retention, new

customer acquisition,customer profitability dan market share utk segment pasar.

• Internal Process Perspective– Identifikasi faktor kritis internal dalam organisasi utk menghasikan nilai pelanggan dan

shareholder ( inovasi –design dan pengembangan produk; operation-operation-marketing dan postsale service)

• Learning and growth perspective– Infrastructure yang harus dibangun utk long-term growth dan improvement.

Roce

Customer loyalty

On time delivery/quality product

Process dan quality Process cycle time

Employee skill dan competency

Efek kausalitas

Financial Perspective

Customerperspective

InternalProcess bisnis

Learning dan growth

Contoh : Strategic ThemeRefleksi kesepakatan team management tentang apa yang diperbuat untuk

sukses dalam mencreate value.

• Build The Franchise– Long wave of value creation : developing new product and service,

penetrating new markert and customer value

• Increase customer value– Expand, deepen or redefine relationship with customer

• Achieve operational excelence– Short wave value creation melalui internal productivity management and

supply chain management untuk memperoleh efficiency, zero defect, timely production and delivery to customer.

• Be a good Corporate Citizen– Manage relationship with external, legitimizing stake holder (utility, health

care, broad casting, telecomunication)

Financial PerspectiveTheme financial disesuaikan dengan business life cycle growth, sustain dan harvest

• Revenue growth• Mengembangkan product/jasa untuk mendapatkan new customer dan

pasar ( sales-growth,market share dari suatu region dan atau target segmen pasar)

• Cost reduction/productivity improvement• Improve cost dan productivity performace,reduced unit cost,improve

channel mix, reduced operating expenses

• Asset utilization• Roce, return on investment dan economic value added ukuran

kesuksesan dari aspek financial utk meningkatkan revenue, reduced cost

Theme strategic(pengukuran)

S B U strategyLife cycle

Revenue growth and mix

Cost Reductionproductivity improvement

Asset utilization

Growth Sales growth ratePersentage revenue new dari product/ service/customer

Revenue per employee

Investment (percentage sales)R&D pecentage of sales

Sustain Share target segment pasarPercentage revenue new productCustomer and product line profitability

Cost versus competitorCost reductionIndirect cost

Working capital ratioAseet utilization ratio

Harvest Customer and product line profitability

Unit cost per unit output atau unit transaksi

Pay back periode

Financial Objectives untuk Masing Business Unit Strategy

• Growth stage– New market dan new customer, new product and service dan

mempertahankan pengeluaran process dan product, employee capability,new marketing, sales dan distribusi

• Sustain stage– Roce, operating income, dan gross margin. Financial metrics semacam economic value

added dan shareholder value

• Harvest stage• Perhatiannya pada cash flow dengan analysis break event point ( B E P)

• Perhatikan Risk Manajemen dengan menyeimbangkan antara risk dan return

Customer PrespectiveMemilih customer dan segmentasi pasar dimana akan bersaing sebagai sumber dari revenue sebagain

komponen financial perspective dan ukurannya.

• Market share Proporsi bisnis dalam industri ( customer, sales unit volume )

• Customer retention Loyality

• Customer acquisition New customer

• Customer satisfaction Satisfaction index

• Customer profitability Profit dari customer

• Komponen measure tambahan• Product/service atribute• Customer relationship• Image dan reputasi

Marketshare

CustomerRetention

Customeracquisition

CustomerSatisfaction

CustomerProvitability

Customer Management

Generic Model Customer value

V A ULUE

Pproduct/serviceAtribute

FunctionalityQuality

PriceTime

ImageIntangible

(Emosi)

RelationshipIntangible

Factor(Spiritual)

= ++

Market share

Consumer Satisfaction Dealer satisfaction

Dealer profitabilityImprove dealer quality

Franchise valueInovative product

TechnologyAdvertising dan promotion

Product/service atributesPrice, Save,clean facility,quality

ImageTrusted brand

Buying experienceSpeedy service

FriendlyHelpful employee

Internal Business Process perspectiveCritical Process untuk menciptakan nilai customer dan shareholder

S P B URevenue,Quality,Growth

Dealer satisfactionDealer profitability

Improve dealer quality

Value franchise

Consumer satisfactionProduct/service atribute

ImageBuying experience

Develop Product/service

InovativeAsurance

improvement

DevelopThe dealer

Dealer quality program

Dealer selection

Gross sales

Market shareMystery shopper

rating

InvestmentDealer

assesmentR O I

Dealer profitDealer survey

Quality dealer index

Quality improvement

Gross profit

Pemikiran sisi konsumen Pemikiran sisi dealer

Learning and GrowthTujuan yang dinyatakan dalam financial, customer dan internal proces perspective

memerlukan infrastruktur utk memperoleh breakthrough performance.

• Employee Capabilities (Staff Competency)– Employee satisfaction ( involvement dgn decesion,Creative dan initiatives,good job,

overall satisfaction)– Employee retention (employee turnover)– Employee productivity ( Revenue per employee)

• Information System Capabilities– Accurate dan timely information about relationship dengan organisasi, customer– Strategic weapon

• Motivation, Empowerment dan Alignment– Jumlah feedback atau saran dari employee– Jumlah saran yang dilaksanakan

Learning and GrowthTujuan yang dinyatakan dalam financial, customer dan internal proces perspective

memerlukan infrastruktur utk memperoleh breakthrough performance.

• Employee capabilities (Staff Competency)– Employee satisfaction ( involvement dgn decesion,Creative dan initiatives,good job,

overall satisfaction)– Employee retention (employee turnover)– Employee productivity ( Revenue per employee)

• Information system capabilities– Accurate dan timely information about relationship dengan organisasi, customer– Strategic weapon

• Motivation, empowerment dan alignment– Jumlah feedback atau saran dari employee– Jumlah saran yang dilaksanakan

Improvereturn

Improve Operating effisiencyBroaden

Revenue Mix

Increase CustomerConfident Superior Excution

Understand customer Segment,Develop new product,Cross sell product line

Shift to Approprite channelMinimize Problem

Provide rapid response

Increase employeeProductivity

DevelopStrategic Skill

Acess to strategicInformation

AlignPersonal Goal

efEK

KauSALITAs

efEK

KauSALITAs

Revenues StrategyImprove stability revenue

Productivity strategyImprove efisiensi operasi

Learning andgrowth

Inter.proses

Cust.Pers

Fin.Pers

Learning andgrowth

Strategic MeasurementStrategic Objective Lag Indicator Lead Indicator

FinancialF1 Improve returnF2 Broaden Sales MixF3 Reduced Cost structur

Return on investmentRevenue growthService cost change

Revenue mix

CustomerC1 Customer StatisfactionC2 Customer satisfaction after Sales

Share of segmentRetention customer

Depth of relationshipSatisfaction survey

InternalI1 Create inovative productI2 Cross sell ProductI3 Minimize Operational cost I4 Responsive service

New product revenueCross sell ratioService error rate

Product development cycleRelationship with customer

LearningL1 Develop strategic skillL2 Provide strategic informat.L3 Align personal goal

Employment satisfaction Strategic job coverageStrategic availability information ratio

Strategic ObjectiveMembangun kompetensi untuk mendukung proses penjualan

StrategicOutcome measure (lag Indicator)

PerfomanceDriver(Lead indicator)

StrategicInitiatives atau action plan

Revenue per-employee atauSales per marketer

Strategic job coverage ratio

Redesign staff pengembangan operasi

1.Identifikasi job strategic2.Build job competecy profile3.Sosialisai4.Forecast kebutuhan5.Identifikasi gap6.Buat rencana pengembangan