Week 4 Individual Assignment

Week 4 Individual Assignment - Running Head: BALANCED...

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Running Head: BALANCED SCORECARD 1 Balanced Scorecard Jonathan Chretien BUS 475 November 8, 2010 Teresa Oelze
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BALANCED SCORECARD Balanced Scorecard “The balanced scorecard is a strategic planning and management system that is used extensively in business and industry, government, and nonprofit organizations worldwide to align business activities to the vision and strategy of the organization, improve internal and external communications, and monitor organization performance against strategic goals” (Rohm, n.d.). The goals and measurements of those goals that were determined for the wedding and event planning organization in the balanced scorecard were derived from the previously stated vision, mission, values and SWOTT analysis. The following categories are breakdowns of each goal and how it relates to the overall strategy of the wedding and event planning organization. Customer The overall mission of the wedding and even planning organization is to provide first-rate customer service. This is the number one goal that has been defined by the organization. The measurement of this goal can be determined through feedback and the use of referrals. The wedding and event planning organization offers a wide range of services, because it is not limited to just weddings or events. A secondary goal of the organization is to provide a quality service experience that people will talk about. This again will be measured by client feedback and the use of referrals. A final goal is customer retention and repeat business. This will be measured by the amount of repeat business by clients. The organization realizes that some
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This note was uploaded on 12/19/2010 for the course ACC 281 taught by Professor Feleciawhitley during the Summer '10 term at University of Phoenix.

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Week 4 Individual Assignment - Running Head: BALANCED...

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