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Balanced
Scorecard Customer Perspective
An
underlying theory of the balanced scorecard approach is that the
Balanced Scorecard Customer Perspective is one of the perspectives
that impacts on the organization’s performance. Consequently, in a
result oriented atmosphere, it is important to accurately identify
the customer, to obtain feedback from the customer, and to use the
data obtained to improve the organization’s focus and performance.
Balanced Scorecard Customer Perspective is important for existing as
well as prospective customers.
Balanced
Scorecard Customer Perspective captures the ability of the
organization to provide quality goods and services, effective
delivery, and overall customer satisfaction. For example, both the
recipient of goods and services (the internal customer) and the
sponsor/overseer (DOE) are regarded as customers of the business
processes. In a governmental model, or for the major DOE
contractors, the principal driver of performance is different than
in the strictly commercial environment; namely, customers and
stakeholders take preeminence over financial results. Recognizing
that budgets are limiting factors, public organizations and the
major DOE contractors have a greater stewardship responsibility and
focus than do private sector entities.
The Balanced Scorecard Customer Perspective:
Recent management philosophy has shown an increasing realization of
the importance of customer focus and customer satisfaction in any
business. These are leading indicators: if customers are not
satisfied, they will eventually find other suppliers that will meet
their needs. Poor performance from this perspective is thus a
leading indicator of future decline, even though the current
financial picture may look good. In developing metrics for
satisfaction, customers should be analyzed in terms of kinds of
customers and the kinds of processes for which they are providing a
product or service to those customer
groups.
As per the Balanced Scorecard Customer
Perspective, a scorecard should have these
features:
- Customer desired outcomes. These are their
ultimate hopes: joy, security, personal time, belonging, health,
etc. How well (and quickly) they get those results reveals thier
effectiveness.
- Undesired outcomes customers want to
eliminate here include: death, taxes, discomfort, wasted time and
a host of unwanted conditions.
- According to Balanced Scorecard Customer
Perspective, product and service attributes customers want:
ease-of-use, accessibility, low cost of ownership, durability and
usefulness. Product refers to any deliverable they can make plural
with an "s."
- Process characteristics customers want:
timely arrival of product requested, no wait or cue time, ease of
acquisition.
- Producer desired outcomes: leadership,
profit, market share, dominance.
- Undesired outcomes producers want to
eliminate: waste, high turnover, customer
defection.
- Product attributes producers want: easy to
build, low cost to produce, no warranty costs, easy to
distribute.
- Process characteristics producers want:
process consistency, low variation, high productivity, comfortable
lead times.
In short, Balanced Scorecard Customer
Perspective helps provide excellent customer service and build a
loyal and significantly expanded customer base by: Setting service
goals and measuring and evaluating the quality of services,
Supporting our staff who are serving our customers, Managing by
example -- Great customer service begins with the behavior of
management, starting at the very top. How customers are treated is a
direct reflection of how management is treating employees,
Developing and providing relevant training to front-line people and
Rewarding employees for delivery of outstanding service and
more.
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All Documents: The Balanced Scorecard
Toolkit
THE reference kit for all involved
and interested in Balanced Scorecards.
All the
documents in this store: Thirteen extensive documents ready to
go and use.
We guarantee that every transaction you
make will be safe.
Straight after purchasing you will
receive download details for The... |
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Price: |
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$249.00
each |
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Balanced Scorecard - Applying to Public
sector
What you measure is what you get.
With these words, Robert S. Kaplan and David S. Norton began
their Harvard Business Review article expounding upon the
concept of a balanced scorecard for businesses.
The
authors document instances in which private sector
organizations have had success in... |
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$39.00
each |
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Balanced Scorecard - Building a Balanced
Scorecard
Extensive presentation on building
a Balanced Scorecard.
Slides: 108 |
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$39.00
each |
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Balanced Scorecard Assessment
To assist
in the Balanced Scorecard self-assessment process, this
Self-Assessment Checklist has been developed as an available
tool. This Checklist has been designed to help structure the
criteria to be considered in reviewing the compliance of
organizations.
Pages: 68 |
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$59.00
each |
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Balanced Scorecard Fundamentals
Balanced
Scorecard Fundamentals
Measuring Strategic
Success
Slides: 14 |
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$29.00
each |
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Balanced Scorecard Implementation
Plan
This paper describes how to
develop and implement a Balanced Scorecard for enterprise
performance management. It presents basic information on the
Balanced Scorecard performance management methodology, and
identifies key business issues that must be addressed in
developing and deploying a balanced... |
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$49.00
each |
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Balanced Scorecard Performance
Management
The more governments experiment
with performance systems, the more questions surface. On one
level, the questions revolve around the techniques: how best
to grapple with the technically difficult problems of
producing sound measures. On a deeper and more important
level, the questions revolve around... |
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$39.00
each |
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Balanced Scorecard Step By Step
Guide
This step-by-step document guides
on how to build a Balanced Scorecard. An understanding of
strategic planning is recommended.
Pages: 30 |
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$44.00
each |
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HR Balanced Scorecard
What is a
Balanced Scorecard ?
How to make the Balanced Scorecard
(BSC) a strategic tool?
What are the HR measures for a
strategic Balanced Scorecard?
Slides: 38 |
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$34.00
each |
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Measuring and managing E-business
projects
The balanced scorecard (BSC),
initially developed by Kaplan and Norton, is a performance
measurement system that supplements traditional financial
measures with the criteria that measure performance from three
additional perspectives: customer perspective, internal
business perspective and... |
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$34.00
each |
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Overview
Background
What is a Balanced Scorecard?
Why
Balanced Scorecard?
Steps to Build up a Balanced
Scorecard
Successful BSC Implementation Case
How to Use
BSC in E-Business?
Conclusion
Slides: 30 |
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$34.00
each |
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Roadmap for Achieving Performance
Excellence
The Balanced
Scorecard
Roadmap for Achieving Performance
Excellence
Slides: 20 |
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$29.00
each |
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Short Overview
Short
Overview
Slides: 15 |
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$24.00
each |
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What How, Why and When
What How,
Why and When
Extensive slide
presentation
Slides: 40 |
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