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PRE Class 27 -- Performance Evaluation and the Balanced Scorecard

PRE Class 27 -- Performance Evaluation and the Balanced Scorecard

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Acc 200 Class 27 Performance Evaluation and the Balanced Scorecard
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Today’s Agenda The Balanced Scorecard A Review The Optometrist’s Office Numerical measures that change behavior Swift Transportation 8 Key Measures Your Personal Balanced Scorecard Remember: You get what you measure. So, measure the right things.
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What SHOULD You Have Done Before the Start of Class Today? 1. Done the Packet reading. 2. Completed the pre-class Quiz (27a). 3. Found your assigned seat .
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Remember You get EXACTLY what you measure.
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Performance Evaluation Soviet Oil-Drilling Contest Oil drilling teams in competition with one another The award-winning team never struck oil The first 100 meters of drilling do not require as much effort and expense The winning team drilled an impressive number of 100-meter dry holes Question : The drilling teams were being evaluated on number of meters drilled; what would have been a better basis for evaluating the performance of the drilling teams?
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Remember You get EXACTLY what you measure. So, make sure you measure the right things.
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Balanced Scorecard Which ONE of the following should a pilot monitor? a. Airspeed b. Altitude c. Fuel Note: Assume that the pilot can only monitor ONE measurement.
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Balanced Scorecard Four categories of measurements Financial Customer Internal process Learning and growth
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Balanced Scorecard Customer Satisfaction Leading measures Cost Quality Timeliness Outcome measures Customer retention Customer acquisition Market share Satisfaction surveys
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Balanced Scorecard Internal Processes Innovation processes R&D Operation processes Defects Service-after-sale processes Time to handle a customer request
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