Balanced Scorecards: Measuring Performance in 4 Areas, Cheat Sheet of Service Management

Download Balanced Scorecards: Measuring Performance in 4 Areas and more Cheat Sheet Service Management in PDF only on Docsity! Introduction to Management Balanced scorecards Amr Shalaby , at Robert Kaplan David Norton Balanced Scorecards • 1- Financial Perspective : Net Profit • Planned 50M and Actual 40M • Net Profit = revenues – cost • 2- Client Perspective : Shelf Competition. • CSF Critical Success Factors. 5 Net Promoter Score 10 Clients • 1 to 6 0 Dissatisfied – detractors • 7 to 8 0 Satisfied - Passive • 9 to 10 10 Promoter • Net Promoter Score = Promoter – Dissatisfied / to responses *100 = • 10– 0/10*100 = 1*100= 100 percentage • 100 + 100- 6 Balanced Scorecards • 1- Financial Perspective : Net Profit • Planned 50M and Actual 40M • Net Profit = revenues – cost • 2- Client Perspective : Shelf Competition. • CSF Critical Success Factors. 7 3- Internal Process Perspective 1- HR Kpis 2- Sales 3- Marketing Kpis 4- Production Kpis 10 4- Human Development 1- # of training Hours. 1500 Training Hours 2- # of Successors. 3- # Closed Opening (Internal). 4- Net Promoter Score 5- Regrettable Turnover 11 10 employees • 1 to 6 2 Dissatisfied – detractors • 7 to 8 3 Satisfied - Passive • 9 to 10 5 Promoter • Net Promoter Score = Promoter – Dissatisfied / total responses *100 = • 5– 2= 3/10*100= 30 percentage • Talent love talent 12 2- learning and growth Perspective Regrettable Turnover Left (Starting + Ending)/2 *100 20 (3000+ 3200)/2 *100 20/3100*100 =0.64 % Planned = .50% Actual = 0.64 % The Less the Better Planned / Actual = .50 /.64 * 100 = 78% 15 Non-Regrettable Turnover Left (Starting + Ending)/2 *100 80 (3000+ 3200)/2 *100 80/3100*100 =2.58 % Planned 4% Actual 2.58% Higher is Better Performance = Actual / Planned *100 = 2.58%4 = 64.5% 16 Non-Regrettable Turnover 55 5200 1200 Gap Salary (Red Flag) 4000EGP Performance GAP 17 Strategy Map Definition • A strategy map is a diagram that shows your organization's strategy on a single page. It’s great for quickly communicating big-picture objectives to everyone in the company. Themes • Some strategy maps have strategic themes. They represent the three or four big-picture strategic focuses in your organization. Themes vertically group together related objectives across your entire strategy map. Strategy Map Definition • 3 Days = 50 K $ • 1Day = 35 K $ • 50 Hours • 50 Hours • 50 Hours H&S Pain Reduce Increase FINANCIAL Costs > Profits Improve Customized CUSTOMER Customer Experience INTERNAL BUSINESS ane Increase PROCESSES fen Acquisitons Efficiency Increase Optimize LEARNING & GROWTH | Timiny |? 22 Increase € Revenue in Targeted Markets Increase Awareness as Industry Leader mS Increase Improve Consulting Product / Service Knowledge Offerings Optimize Improve Human Thought Capital Leadership Dashboard Balanced Scorecard Dashboard 2 100 Customer Satisfaction = 60% Learning and Growth = 70% Financial Stewardship = 90% 25  Thank You • The British University in Egypt • Eslsca Business School • AAFMBFS