Balanced Scorecard
1. Finance |
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Objective |
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To be the cost leader in our market by 2004 |
Unit cost |
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To increase profitability by 20% by 2005 |
Return On Capital Employed (ROCE) |
3. Business Processes |
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Objective |
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To lead the market in speedy delivery by 2008 |
Average time taken for customers to receive complete orders |
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To produce products that are right first time within 3 months |
Statistical process control |
4. Learning and growth |
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Objective |
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To build a sports and social club by March 2009 |
Employee satisfaction rates |
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To train and develop all team leaders by 2006 |
Employee retention rates |
2. Customer |
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Objective
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To reduce customer churn by 75% within 12 months |
Customer retention rates |
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To achieve 99% customer satisfaction within 5 years |
Customer feedback or complaints |
