OPERATIONAL PROCESSES

Balanced Scorecard Perspective

Business Goal

Metric or Performance Measurement

Financial

In the following year, increase product sales by 15% across all three shop locations and online sales.

Calculate monthly sales for each of the three stores.

Take a baseline of current sales to compare future sales and evaluate whether future sales are increasing or declining, and what is the percentage.

Internal

Reduce the rate of staff turnover by 5% in the future year.

Use employee satisfaction and engagement surveys to determine if employees are happy with the organization and to provide input or suggestions on areas where the company can improve to motivate and delight employees.

Customer

Create and implement a rewards program to thank customers for their loyalty and business. This would improve customer retention and satisfaction ratings.

Use a system that will track customers activity and a rewards system can be implemented based on the customers activity. A customer rewards program to their preferences and reward them for their loyalty and business.

Learning and Growth

Develop and maintain vendor connections to aid in the improvement of your supply base.

Create a report card system for the vendors. This can be used to provide feedback to the vendor and keeping them informed on how they are doing and what your expectations are from them.