dm_csstd_dmk8_2

Financial perspective shareholder look volume revenue

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Unformatted text preview: onship. Financial Perspective (Shareholder Look) Volume, revenue, earning, gross margin by individual clients. (actual vs. plan) Return on marketing investment % revenue from clients moved into Tier3 Business Process (Operational Effectiveness) Marketing cost per client ROI on collaboration initiatives % revenue, volume, earnings by channel: -referral by clients -referral by JBCC -direct: pull&push -cross selling Cost of training per project Organizational Learning (Technology) Customer Perspective (Customer Targeting) ROI on collaboration tools per selected client •ROI on software license per project Cost to serve clients per channel Customer satisfaction on -Project deliverables -Relationship • Balanced Score Card Dimensions (continued) Balanced Scorecard Framework Tier 4: Body Shopper Transactional relationship to provide supplemental staff without much end client relationship. Financial Perspective (Shareholder Look) Volume, revenue, earning, gross margin by individual clients. (actual vs. plan) ROI per head % revenue from new clients Business Process (Operational Effectiveness) Time to complete the transaction from start to finish per project Engineer idle time ROI on collaboration initiatives % revenue, volume, earnings by channel: -referral by clients -referral by JBCC -direct: pull&push -cross selling Cost of training per project Organizational Learning (Technology) •Cost of collaboration tool to facilitate knowledge transfer Customer Perspective (Customer Targeting) Cost to serve clients per channel Customer satisfaction on -Project deliverables -Relationship -Cost Performance Metrics for the Business Drivers of the Delta Model In this section, we summarize all of DMK International’s strategy derived from this project by creating the performance metrics for the firm’s business drivers of the delta model. This is done by balancing between coherencies in variety of strategies, which range from customer segmentation to technological requirements, and this firm’s resources, which includes not only financial capability but also cu...
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This note was uploaded on 03/24/2014 for the course MGMT 15.904 taught by Professor Arnoldohax during the Fall '14 term at MIT.

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