The balanced scorecard is a model that evaluates business performance using measures of financial performance, internal operations, innovation/learning, and customer satisfaction. Pantaloon Retail Ltd. created a balanced scorecard with goals and measures in these four areas to help achieve their vision of 25% growth in sales and profits, including increasing customer satisfaction, reducing defects, and raising employee training and innovation. The balanced scorecard is intended to translate Pantaloon's strategy into operational objectives that drive both behavior and performance.

1. Balanced Score Card
Pantaloon Retail Limited
The balanced scorecard is a model of business performance evaluation that
balances measures of financial performance, internal operations, innovation and
learning, and customer satisfaction. If an organization is to remain viable in a
changing and ever more competitive business environment, its managers need to
continually ask the questions emphasized in the balanced scorecard.It is a
framework that helps organizations translates strategy into operational objectives
that drive both behavior and performance.
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Pantaloon Retail ltd’s BSC: with the vision of the company to achieve the
25%growth on both sales and profit terms and with the vision in mind, BSC
created on these four parameters:
Financial Perspective
Customer Perspective,
Internal Operation Perspective and
Innovation/Learning Perspective
Balance score card is a comprehensive performance measurement tool that reflects
all the measures critical for the success of the firm’s strategy.
It’s a performance report based on a broad set of both financial and non financial
measures. Customer value creation in turn drives financial performance and
profitability

2. Financial Perspective
Goals
Financial Growth (25%)
Increase shareholders wealth
Increase Profit Margin
Sales target 1200cr (2007-08)
Measures
Cost management
Financial Ratios
1. Profit growth 25%

3. 2. Sales growth 30%
CUSTOMER PERSPECTIVE
Goals
Customer Satisfaction
After Sale services to retain customer
Market Penetration
Measures
Customer retunes and complaints.
Customer satisfaction surveys.
Coverage and strength of distribution channel.
Internal Operation Perspective:
Goals
Reduce Number of defects, amount of rework, number of returns.
Increase machine efficiency.
Measures
Innovations and Research & Development
Training to employees

4. Innovation and Learning Perspective
Goals
Increase Number of new apparel designs.
Increase R & D output success rate.
Employee turnover, number of complaints.
Employee satisfaction and retention.
Measures
Increase Number of training hours.
Introduce New Technology
Employee Welfare
SUMMARY
This Balance score card will help Pantaloon retail to increase the knowledge skills
and systems that employees will need (learning and growth) to innovate build and
adopt the right strategic capabilities and efficiencies (internal process) that delivers
desired value to the market (customer) which will eventually lead to the
accumulation of shareholders wealth.