Question

Imagine what the balanced scorecard of a supermarket chain could be like. Focus on the customer and internal processes perspectives. Write two objectives that a supermarket chain would be likely to set for both the customer and internal processes perspective and add a possible measure to each objective.

Answer 1

BALANCED SCORECARD

    The balanced scorecard is a strategic planning and management system that organisation use to communicate what they are trying to accomplish. Aligning the day to day work that everyone is doing with strategy . The balance scorecard gives companies a simple tool that shows them specific financial and non financial indicators . The objective is to focus simultaneously on financial information and on creating the abilities and intangible assets required for long term growth.

PROSPECTIVE OF BALANCED SCORECARD

1 Financial prospective

2 customer prospective

3 internal business process prospective

4 learning and growth prospective

OBJECTIVE AND THEIR MEASUREMEASUREMENTS

The following are the objectives and their measures in both customer and internal business process prospectiv

1 customer acquisition ( objective )

Customer acquisition can be measured by number of new customers, total sales to new customers

2 timeliness ( objective)

Timeliness can be measured by time from order to door, number of on time delivery

3 customer satisfaction ( objective )

Customer satisfaction can be measured by customer return, complaints , surveys

4 quality ( objective )

Quality can be measured by warranty expense

5 safety ( objective)

Safety can be measured by accident , insurance claim, result of accidents

The above are the detailed explanation of balanced scorecard , objective and their measurement

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