Balanced Scorecard: OM ER LA TI ON SH IP

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The key takeaways are around balanced scorecard, benchmarking methodology, business process re-engineering and customer relationship management.

The different phases of benchmarking are benchmarking phase, post-benchmarking phase and understand existing processes.

The steps involved in business process re-engineering are understand existing processes, make new process operational, identify process for re-design, implement the new process, identify change levers, develop vision an objectives, evaluate the new process and ongoing continuous improvement.

• 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.

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