1. Finance

Objective

Measure

To be the cost leader in our market by 2004

Unit cost

To increase profitability by 20% by 2005

Return On Capital Employed (ROCE)

2. Customer

To reduce customer churn by 75% within 12 months

Customer retention rates

To achieve 99% customer satisfaction within 5 years

Customer feedback or complaints

3. Business Processes

Objective

Measure

To lead the market in speedy delivery by 2008

Average time taken for customers to receive complete orders

To produce products that are right first time within 3 months

Statistical process control

4. Learning and growth

Objective

Measure

To build a sports and social club by March 2009

Employee satisfaction rates

To train and develop all team leaders by 2006

Employee retention rates