BUS Week 3 balance scorecard
re.bertyh.elpsfuben.t
BalancedScorecardsecondsamplefile.docxSecond sample file, do not copy and paste from this file, you can use it for reference
Balanced Scorecard
The following balanced scorecard depicts the short-term and long-term goals of Roberts Communities that are directly linked to the vision, mission, and values of the organization and the outcomes of the SWOTT analysis. The financial area of measures focuses on increasing profitability and revenue while also improving the organizations competitive advantage. The customer area of measures focuses on customer turnover, satisfaction, and safety with the goal of having complete customer satisfaction and low turnover and safety issues. The process area of measure focuses on the organizations internal processes of performance, communication, and reliability of the specialized services that the community offers homeowners. The final section of the balanced scorecard addresses the learning and growth areas of measurement, taking into consideration the employee turnover, employee satisfaction, and employee training.
|
Areas for Measures |
Strategic Objective |
Measure |
Metric |
Target Year 1 |
Target Year 2 |
Target Year 3 |
|
Financial |
Increase Profitability |
Market Value
|
% in Market Share |
5% |
7% |
10% |
|
|
Increase Revenue |
Costs and Expenses |
Operating Expense Ratio |
70% |
60% |
55% |
|
|
Competitive Advantage |
Economic Value |
Value, Price, and Cost |
15% |
25% |
60% |
|
Customer |
Customer Turnover |
Home Sales |
% of homes sold to homes available |
12% |
10% |
8% |
|
|
Customer Satisfaction |
Customer Satisfaction Feedback |
Customer Surveys |
85% |
90% |
100% |
|
|
Customer Safety |
Customer Injury on Property |
% of Customers Injured as Fault of Property |
3% |
2% |
1% |
|
Process |
Performance |
Ability to perform up to par |
% of Specialized Services Completed |
90% |
95% |
100% |
|
|
Communication |
Effective Communication with Staff and Customers |
Staff and Customer Feedback |
95% |
98% |
100% |
|
|
Reliability |
Reliability of Customer Services on Schedule |
% of Specialized Services Completed on Schedule |
95% |
98% |
100% |
|
Learning and Growth |
Employee Turnover |
Employ employees with high morale |
Employees quit or fired in compared to all employees |
15% |
12% |
10% |
|
|
Employee Satisfaction |
Employee Customer Service Skills |
Employee Surveys |
90% |
95% |
100% |
|
|
Employee Training |
Improve Employee Training |
Employee Performance |
95% |
98% |
100% |
