Week 9- MBA Final

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BalanceScoresheet_DeyaniraDiaz_Graded.xlsx
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Balanced Scorecard-Company A

BASIC BALANCED SCORECARD TEMPLATE 3
COMPANY NAME
ADDRESS [Insert text CITY STATE ZIP
Category STRATEGIC OBJECTIVES KEY PERFORMANCE INDICATORS TARGET VALUES KPI ACTION PLAN DETAILS STUDENTS KPI SELECTION RATIONALE
YEAR 1 YEAR 2 YEAR 3 EXAMPLES OF PROGRAMS/INITIATIVES BUDGETS SELECTION RATIONALE CAUSE-EFFECT RELATIONSHIP
FINANCIAL Increase Sales Sales Revenue 27091 27876.639 28685.061531 Increase customer fair during festive seasons .The company can reduce waiting times and streamline operations of the airline.Prioritize profitability over renue growth and restructure whole fleet to increase passengers capacity.Increase workforce to 200 budget for workforce increase by increasing salaries from $2910000 to$ 3200000 Opearting cost afffects the profitability of business and determines its sustainability.A business is sustainable if it can minimize its operating cost while at the same time increasing icreasing profitability.Profitability is a competitive adavantage hence increaisng a company profitability gives it a competive edge over its rivals Reducing operating cost increases the firms net profit while increasing can increase o.Increase in revenue increases profits.Hence increasing revenue and decreasing operating costs helps achieve an increase in profit
Lower cost s Operating Costs 8840 lower by 10 % Lower by 10 %
Increase profits Net profit
Net profi t margin 8% Increase by 3% Increase by 3%
Net profit margin:
INTERNAL PROCESSES Reduce Carbon Footprint sustainable aviation fuel reduce by 10% reduce by 10 % reduce by 10% sustainable aviation fuel and fuelling digitalisation an optimiazation can be used to achieve carbon footprint .Digitizing operations to aid in retaining top notch talent SAF budget is five times the convection fuel. Budgetary allocation for HR technology :$320 per employee clients embrace clean technologies and energies, hence reducing carbon footprint attracts many clinets and justify the setting of high prices while digitizing HR operations aids in retaining the employees Digitizing HR operation helps eliminates paper thus reduces overelaince on unclean energy which helps reduce carbonfoot print
Reduce waste on product produces digitize operations by 40% by 50% by 80%
I'm not sure that I understand these objectives. Do you think 1) upgrading the reservation systems and 2) reducing the aircraft turnaround time by at least half might help improve business performance for Company A? (hint, hint ) Relevant KPIs might be: 1) Average Service Desk Wait Times 2) Percentage of terminals and systems upgraded with cloud-based solutions
CUSTOMER/MARKET Improve customer loyalty - How might the check-in experience be improved? Or a frequent flier program? These are areas that have negative feedback. Number of repeat clients - I would consider improving the efficiency of the customer check-in experience, as that's the area that has resulted in the negative feedback. increase by 20% increae by 30% Increase by 35% Customer loyalty can be improved by increasing responsiveness, rewarding repeated clients by offering discounts and providing extra value. Increase new client by taking advantage of online ratings and reviewing sites,recontacting old cutomers, creating loyalty program s Budget for setting up loyalty program wil be roughly $6000 Customer loyalty increases profist, improves revenues and also enables sustainabilty growth .Increasing new clients also improves sales revue and profits and minimizes cost of increasing return on investment .New customer enables the aviation firm to create build a strong brand customer loyalty programs Increasing customer loyalty improves market growth while expanding of market share widens the firm's overall customer base as a potential new clients follow the lead of existing ones.
Grow Market share- Yes, I would recommend Increase number of new customers by a certain percent over the next "x" number of years for sure (hint, hint). New customer growth is significantly lower than customer retention. Number of New customers ("Customer Growth Rate") increase by 15% increae by 20% Increase by 30%
LEARNING AND GROWTH Improve employee retention Employee turnover rate reduce by 20% Reduce by 20% Reduce by 25% Program in support of employe retention include recognizing and rewarding employees, enouraging worklife balance ,identifying a clear caree path for for employees and creating learning and development programs. Programs for increasing employee engagement are team-building activities and recognition programs for employees. Allocate $50000 for development program Increasing employee engagement and retention can help reduce employee turnover Improving employee engagement result in an increase in employee retention levels
More detailed rationale: One of Company A's strategic goals is to reduce employee turnover by half ( current turnover is 12% annually). There is also discussion about unionizing, which might be a red flag to indicate that Company A needs to determine reason for employee dissatisfaction, which is resulting in causing such high turnover.
Increase employee engagement- Be specfic. Perhaps more attention to the development of employees through training and upskilling. For example, see below: open communication - ??? Not a valid KPI
Increase employee satisfaction & leadership skills training and upskilling to minimum 30 hours annually Number of completed training hours 30 hours mandated and completed 30 hours mandated and completed 30 hours mandated and completed More detailed rationale: There is alot of focus on the business and the customer, but not on employee engagement. Management Investment on further developing employees would be a pivotal factor in lowering employee turnover and increasing overall awareness that the company values its employees and takes the initiative to retain top talent.

Balanced Scorecard-Company B

BASIC BALANCED SCORECARD TEMPLATE 3
COMPANY NAME
ADDRESS [Insert text CITY STATE ZIP
Category STRATEGIC OBJECTIVES KEY PERFORMANCE INDICATORS KPI TARGET VALUES KPI ACTION PLAN DETAILS STUDENTS KPI SELECTION RATIONALE Category
YEAR 1 YEAR 2 YEAR 3 EXAMPLES OF PROGRAMS/INITIATIVES BUDGETS SELECTION RATIONALE CAUSE-EFFECT RELATIONSHIP
FINANCIAL Increase Sales Sales Revenue increase by 20% Increase by 20% Increase by 20% Minimum aircraft of 30 . Achive 90 % seat capacity and increase customer fair by 20% during vacations .Differentiate into business and economic clas to attract more clients . Invest in aircraft with a lifespan of 25 years to reduce operating costs.Convert 40% of aircraft into economy class and teh newly acquired into business class Increase captiatl expenditure on aircraft acquisition by 50% Redicung operating cost will increase business profitabilty.Increase in sales revenues is likely to transalte into more working capital which can faciliatate the purchase of additional aircraft without relying on debt financing conidering that its current debt is $80000 An increase in revenue increase profist and a decrease in operating costs also increases revenues FINANCIAL
Lower cost s Operating Costs Reduce lower by 10 % Lower by 10 %
Net profit margin:
INTERNAL PROCESSES Reduce Carbon Footprint sustainable aviation fuel reduce by 10% reduce by 10 % reduce by 10% Improve cleanless, provide diverse meals and beverages, reduce in-fligh noise and improve amenities $70000 The company has negative reviews which are attributed to poor operational efficiencies. In-fight noise is an indication that the aircraft has not shifted to clean energy Improve operational efficiencies increases customer satisftacion while carbon print reduction enhance brand of the company which transaltes to increase in market share INTERNAL PROCESSES
Improve operational efficiency overall equipment effectiveness industry average industry average Slightly above industry average
I'm not sure that I understand these objectives. Do you think 1) Fully integrating SITA Horizon software within operations and 2) Lowering the average task times of the on-ground teams by a certain percent might help improve business performance for Company A? (hint, hint )
CUSTOMER/MARKET Improve customer loyalty - "Increase customer retention rate by "x"% in the next "x" number of years" - YES! GREAT STRATEGIC OBJECTIVE! (Hint, Hint) Number of repeat clients -Customer Retention Rate increase by 40% increae by 40% Increase by 45% Increase responsiveness, rewarding repeated clients by offering discounts and providing extra value. Increase new client by taking advantage of online ratings and reviewing sites,recontacting old cutomers, creating loyalty program s Budget for setting up loyalty program wil be roughly $12000 The company has negative reviews from its clients which indicates disastifaction from clients, hence improving customer loyalty is key to improving customer loyalty and increasing the firm's market share Increasing customer loyalty improves market growth while expanding of market share widens the firm's overall customer base as a potential new clients follow the lead of existing one CUSTOMER/MARKET
Grow Market share- Perhaps look to improve customer experience survey reponses by a certain percent over a period of time (hint, hint). Number of New customers ("Customer Survey Results") increase by 25% increae by 30% Increase by 35%
LEARNING AND GROWTH Improve employee retention by x% in the next "x" number of years. Employee turnover rate reduce by 20% Reduce by 20% Reduce by 25% Program in support of employe retention include recognizing and rewarding employees, enouraging worklife balance ,identifying a clear caree path for for employees and creating learning and development programs. Programs for increasing employee engagement are team-building activities and recognition programs for employees. Allocate $40000 for development program In order to attract and retain top talent, Company B should offer training programs that show its dedication to developing its employees to be successful. The current training programs are self-study or as-needed with supervisor approaval. This would make training mandatory, which will demonstrate Company B's dedication to ensuring its employees have the skills and knowledge to be successful. Improving employee engagement result in an increase in employee retention levels LEARNING AND GROWTH
Increase employee engagement- Be specfic. Perhaps more focus on the amount of mandatory training? For example, see below: open communication -??? Not a valid KPI
Increase the amount of mandatory training hours to 30 hours annually Number of completed training hours 30 hours mandated and completed 30 hours mandated and completed 30 hours mandated and completed The current turnover rate is 18%, which is high for the industry. Reducing the turnover rate may lower overtime rates, and increase the number of opportunities for other positions in customer service or operations. This could also help to address one of the company's current negative complaints: in-flight noise. Having more skilled and trained maintenance staff could result in higher quality repairs.