Overview of the Balanced Scorecard Process

• Black = Planning, Training, and Set-up• Green = Balanced Scorecard Development• Orange = Implementation

The Big Picture

Overview of the Balanced Scorecard Process

Sample Strategy Map

Focused on four perspectives:•Financial•Customers•Internal Processes•Employee Learning and Growth

* This is a guideline only – many companies choose to customize the perspectives

Financial

Customer

Internal

Learning &Growth

InnovationProcesses

Increaseunique

features

Customermanagement

processes

Increasenumber of

touches

Operationsmanagement

processes

Streamlinedelivery

Regulatoryand socialprocesses

Improvecommunityrelations

Improvedelivery

timeBuild

loyaltyImprovecustomer

satisfaction

Growrevenue

Enhance valuefor customer

Focus on employeedevelopment

through trainingand mentoring

Provide a strongleadership andcommunication

base

Overview of the Balanced Scorecard Process

Sample Balanced Scorecard

• Four perspectives and their objectives in the yellow boxes

• Each perspective contains a few sample actions and measures

VisionBecome a cornerstone

of the businesscommunity by helpingour clients transform

their brands andachieve their dreams

Learning & Growth PerspectiveTo achieve our vision, how will we sustain our ability

to change and improve?

Focus on employee developmentProvide strong leadership and

communication base

Actions Measures

Implement onlinelearning portal

Percentage ofemployees attended

and completedprogram (>90%)

Internal Process PerspectiveTo satisfy our customers and stakeholders, at what

business processes must we excel?

Product deliveryNumber of customer touches

Product innovation (unique features)Community relations

Actions Measures

Streamline deliveryprocess

Door to door time(Target: Less than 5

days)

Customer PerspectiveTo achieve our vision, how should we appear to our

customers?

Improve delivery timeBuild loyalty

Improve customer satisfaction

Actions MeasuresMeasure satisfaction

through mysteryshopping

Report results(Target: >90%)

Introduce loyaltyprogram

Number of members(Target: 1 million)

Financial PerspectiveTo achieve our goals, how should we appear to our

shareholders?

Grow revenueEnhance customer value

Actions MeasuresIncrease net profit

by 25%Net profit for 2020reaches 4.5 million

Begin bulk rate sales Sales of $1 million infirst year

Overview of the Balanced Scorecard Process

Sample Tactical Action Plan

• Creates an action plan for each balanced scorecard element

• Specific initiatives and budgets are included

• Often broken down into different strategic themes