Amba 630 Week 10

Priority Worldwide Services Balanced Scorecard

A Strategy Implementation for the Customer Service Department

University of Maryland University College

Author Note

This paper was prepared for AMBA 630, section 9044, taught by Professor Rathinasamy.

Abstract

Financial figures are a great way of understanding the past success of a company but they provide little information as to how well the company may perform in the future. The Balanced Scorecard aims to provide a successful strategy implementation system by looking at not only the financial perspectives of the company but the internal processes, learning and growth and customer perspectives of the company as well. The financial objectives for Priority Worldwide Services are to increase revenue, reduce overhead costs and boost sales by adding to our client base. The customer service departments’ internal processes objectives are to reduce inefficiency, improve available resources and manage email requests more effectively. The learning and growth objectives are to improve skill sets, increase client knowledge and increase knowledge of our internal system. The customer objectives are to improve customer satisfaction, updating customers in a timely fashion and answering the phone in a timely manner. All of these objectives within the four main perspectives of the balanced scorecard will help the customer service department and Priority Worldwide Services continue to achieve growth and overall success.

Priority Worldwide Services Balanced Scorecard

A Strategy Implementation for the Customer Service Department

Financial reporting systems are a great tool to use when judging how well or not well a company has performed in the past, however it doesn’t say very much about how well the company may perform in the future (“QuickMBA”, 2010). To solve this issue, David Norton and Robert Kaplan created the Balanced Scorecard, “a performance measurement system that considers not only financial measures, but also...