Business Management Plan

Balanced Scorecard

Aspect of Company Performance | Factors to be Considered | Organizational Goal | Actual Performance | Gaps |

Financial | Quarterly Profit Results

Return on Capital Employed | $5,000

$4,000 | $6,000

$1,500 | Quarterly profit showed $1000 additional profit then projected goal. Return on Capital was $2500 lower than expected. |

Customer | Customer Satisfaction Rate

Customer Recommendation Rate (rate of new business generated by recommendations from existing customers) | 95%

80% | 95%

100% | Customer satisfaction rate is on par with goal. Customer recommendation rate is outstanding at 100%, which is 20% more than goal. 100% means every customer recommend the service. |

Internal Processes | Duplicate Activities Across Functions (percent of the activities completed that are duplicated in another function)

Process Bottlenecks (percent of the process that becomes bottlenecked in an average run cycle) | 25%

15% | 20%

15% | Duplicated activities was lower than goal, which means the service process is efficient. Process bottlenecks still exist but on par with goal at 15%. |

People

Innovation

Growth Assets | Employee Turnover

Employee Job Satisfaction | 25%

90% | 0%

50% | No employee turn over, which is 25% lower than goal. Means employees are loyal to the company. Job satisfaction is 40% lower than goal of 90%. |

Financial | Recommend increase profit expectation for next quarter to be at lease $6,000. However, the return on capital is less substantially less then goal. $2,500 short of goal. This means management need to seek ways to reduce expenses or substantially increase sales to increase return on capital employed. |

Customer | Customer satisfaction is on par with 95% goal. However, there are still 5% gap in reaching 100% customer satisfaction rating. Management and employees need to study what caused the 5% gap in achieving 100% customer satisfaction. When profit goal increase in next quarters, what procedures should be...