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Balanced Scorecard (Case Study: Disney)
The Balanced Scorecard is a framework that helps organizations visualize their strategy and translate it into operational objectives across four perspectives: financial, customer, internal processes, and learning and growth. It includes both financial and non-financial metrics that cover past, present, and future periods, as well as internal and external metrics that are causes and effects. The document provides an example of how Disney used the Balanced Scorecard across the four perspectives, including objectives, metrics, and targets for each perspective. It also outlines action plans and initiatives for each perspective.
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Balanced Scorecard (Case Study: Disney)
- 1. Balanced Scorecard Rama P.Renspandy (2509100060) Randa Tio Alexi (2509100082)
- 2. Overview • Strategi adalahsalah satu bagian vital dalam pencapaian tujuan dari sebuah organisasi • Implementasi strategi bukan hal yang mudah • Diperlukan adanya visualisasi strategi Create the Strategy Implement the Strategy Visualise the Strategy
- 3. Balanced Scorecard a frameworkthat helps organizations visualize its strategy and translate the strategy into operational objectives that drive both behavior and performance
- 4. Con’t • Mencakup indikatorfinansial dan non-finansial • Mencakup indikator masa lalu, masa kini, dan masa depan • Mencakup indikator internal dan eksternal • Mencakup indikator penyebab (cause) dan akibat (effect)
- 5. 4 Perspektif BSC FINANCIAL/REGULATORY Tosatisfy our constituents, what financial & regulatory objectives must we accomplish? CUSTOMER To achieve our vision, what customer needs must we serve? INTERNAL To satisfy our customers and stakeholders, in which business processes must we excel? LEARNING & GROWTH To achieve our goals, how must we learn, communicate and grow?
- 6. Strategy Map Disney FINANCIAL PERSPECTIVE CUSTOMER PERSPECTIVE INTERNAL PERSPECTIVE LEARNING& GROWTH Profitability, Operating Efficiency, Revenue Stakeholder Satisfaction, Attract Customer, Retaining Customer Employee and Assets, Management Process, Administration Systems Technical Aspect, Human Resource, Relationship
- 7. BSC Disney (1) FINANCIALPERSPECTIVE OBJECTIVE MEASUREMENT TARGET (KPI) Company Assets Increasing Company Assets A Number of New Assets Listed Every Year Operating Efficiency Improved Operating Efficiency Receiving ISO Certified Annual Revenue Growing Annual Revenue Increasing Annual Revenue Number New Investor More Potential Investor Increasing Investor Number
- 8. BSC Disney (2) CUSTOMERPERSPECTIVE OBJECTIVE MEASUREMENT TARGET (KPI) Increase Stakeholder Satisfaction Accomodating Stakeholder Needs Realizing All Stakeholder Needs New Customers Attracting Even More Customers A number of New Customer Every Time Customer Loyalty Retaining Usual Customer Loyalty Static Data of Old Customer Recorded Improving Customer Service Worldwide Good CS Response Worldwide Achieving Good Customers Review
- 9. BSC Disney (3) INTERNALPERSPECTIVE OBJECTIVE MEASUREMENT TARGET (KPI) Retaining Skillful Employee And Assets Re-Contract Skillful Employee Retaining All The Skillful Employee Boosting Management Process Improvement Performance Appraisal Increasing Development Graphic Administration Systems Accountable Adm. Systems Adm. Systems subReport per week Fast Employee Regeneration Upgrade Worker Positiion A number of new employee per year
- 10. BSC Disney (4) LEARNING& GROWTH OBJECTIVE MEASUREMENT TARGET (KPI) Sustainable Technical Aspect Eligible For Technical Standart Attaining ISO Certified Sustainable Human Resource Aspect Eligible For Minimum Standart Getting Job Certification Developing Skill & Employee Productivity Employee Skill & Productivity Getting Job Certification Healthy Relationship Strengthen Relationship All Employee Participating
- 11. Action Plan (1) FINANCIALPERSPECTIVE INITIATIVE Expense Money To Buy Compromising Assets Standardizing Every Operating Aspect Cutting Off Unneccessary Expenses Promoting to A New Market Potential Investor CUSTOMER PERSPECTIVE INITIATIVE Making A Worldwide Suggestion Box Promoting and Giving Reward To Customer Make Disney Club For The Customer Promoting and Giving Reward To Customer
- 12. Action Plan (2) INTERNALPERSPECTIVE INITIATIVE Increase The Salary and Allowance Applying Performance Appraisal To Employee Making Adm. Detailed Report Every Transaction Recruiting And Upgrading the Old Worker Post. LEARNING & GROWTH INITIATIVE Make World Class Standart Operational Proced. Job Training Intercourse Job Training Intercourse Making Intimate Meeting/Vacation Program
- 13. Action Plan (2) INTERNALPERSPECTIVE INITIATIVE Increase The Salary and Allowance Applying Performance Appraisal To Employee Making Adm. Detailed Report Every Transaction Recruiting And Upgrading the Old Worker Post. LEARNING & GROWTH INITIATIVE Make World Class Standart Operational Proced. Job Training Intercourse Job Training Intercourse Making Intimate Meeting/Vacation Program
- 14. Thank You "You getwhat you measure. Measure the wrong thing and you get the wrong behaviors" (John H. Lingle)