azlan balance scorecard tools (1).pdf

Customer to achieve our vision what customer needs

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CUSTOMER To achieve our vision, what customer needs must we serve? INTERNAL To satisfy our customers and stakeholders, in which business processes must we excel? LEARNING & GROWTH To achieve our goals, how must we learn, communicate and grow? THE BALANCED SCORECARD
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Financial Perspective o Cost / Unit o Unfunded Requirements or Projects o Cost of Service o Budget Projections and Targets Possible Performance Measures To satisfy our constituents, what financial and regulatory objectives must we accomplish?
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Customer Perspective o How customer recognized us o Do customer like us o Are we serve them well o Do customer satisfy Possible Performance Measures To achieve our vision, what customer needs must we serve?
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Internal Perspective o Cycle Time o Completion Rate o Workload and Employee Utilization o Transactions per employee o Errors or Rework Possible Performance Measures To satisfy our customers, in which business processes must we excel?
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Learning and Growth To achieve our goals and accomplish core activities, how must we learn, communicate and work together? Possible Performance Measures o Employee Satisfaction o Retention and Turnover o Training Hours and Resources o Technology Investment
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To determine how effectively and efficiently the process or service satisfies the customer.
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  • Fall '18
  • Teo
  • Management, Third generation balanced scorecard

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