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Balanced Scorecard Strategy Map
The document outlines objectives and initiatives across four perspectives: financial, customer, business process, and learning & growth. Key objectives include increasing profitability to 12% and annual growth to 9%, improving customer satisfaction and market share, implementing a CRM system, and revamping employee training programs. Target metrics and timeframes are provided for programs aimed at achieving the objectives.
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Balanced Scorecard Strategy Map
- 1. Financial Perspective Objective 1- Increase Profitability to 12% of Gross Revenues Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Vendor Consolidation Initiative # Vendors Reduce to 28 by Jun 2012 Reduce Customer Churn Rate Retention Rate Increase to 78% by Jan 2012 Head Count Reduction # Full-Time Staff Reduce to 150 by Oct 2012 Objective 2 - Improve Annual Growth Rate to 9% Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals President's Club # Reps Achieving 100% of Sales Targets 5 Reps in President's Club in 2012 Re-Seller Partnership Channel Annual Revenue from Partner Channels $500,000 in Revenue in 2012 Acquisitions Annual Revenue from New Acquisitions $15M in Revenue in 2012 Objective 3 - Increase Available Cash Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals A/R Collections Average Days of Receivables 45 Days by June 2012 A/P Payment Review Average Days of Payables 60 Days by June 2012 Early Payment Discount Program % Invoices Paid with Early Payment Discount 5% of all invoices in Q3 2011
- 2. Customer Perspective Objective 1- Improve Customer Satisfaction Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Voice of Customer # New Ideas for R & D 12 New Ideas in 2012 Customer Support Portal Portal Launch Date Launch by Oct 2012 Customer Satisfaction Surveys Net Promoter Score, # Surveys Completed Get NPS Benchmarks in 2012 Objective 2 - Increase Market Share to 25% Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Market Research Initiative % Market Share Increase to 25% by Jan 2013 Service Level Agreement % Support Requests Escalated to Tier 3 > 5% of requests escalated by Jun 2012 Marketing Automation Program # New Leads Generate 3,500 Leads in 2012 Objective 3 - Provide Low Cost Solution for SMB Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals New SMB Product Line # New Customers 500 New Customers in 2012 Monthly Billing Option # Customers on Monthly Billing 100 Customers in 2012
- 3. Business Process Perspective Objective1 - Implement CRM System Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals CRM System Implementation System Go-Live Date Go-Live by Oct 2012 CRM Training CRM Adoption Rate 100% Adoption by Staff by Jan 2013 Data Migrations # Customer Databases Consolidate to 1 Database by Dec 2012 Objective 2 - Improve Staff Recruiting & Retention Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals HR Information System # Resumes Submitted Online 500 Resumes in 2012 Results Only Work Environment Link all staff performance reviews to business KPIs Complete KPI mapping by Oct 2012 Employee Profiling New Sales Hire Success Rate Increase to 75% OTE by Jan 2013 Objective 3 - Disaster Recovery Planning & Security Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Disaster Recovery Plan Plan Completion Completed by Jan 2013 Security Auditing Audit Recommendations Received Receive Recommendations in Jun 2012 Sarbanes Oxley Compliance Compliance Achieved Ongoing Objective 4 - Reduce Waste with Lean Manufacturing
- 4. Programs, Initiatives, &Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Sustainability Report Report Completion Completed by Oct 2012 Lean Manufacturing Audit Audit Recommendations Received Receive Recommendations by Jan 2013
- 5. Learning & GrowthPerspective Objective 1 - Revamp Employee Training Programs Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Sales & Service Training # Staff Trained 100% trained on new methodologies by Jan 2013 Quality Assurance Average Customer Service Call QA Score 3.5 Average QA Score by Oct 2012 Dale Carnegie Leadership & Communications # Staff Certified 20 Staff Certified by Jan 2012 Objective 2 - Create Career Paths for Each Function Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Succession Management Develop Succession Management Plan Plan completed by Jan 2013 Job Descriptions Job Descriptions Completed Completed by Jun 2012 Performance Reviews Performance Review Metrics Add business KPIs to all reviews by Oct 2012 Objective 3 - Launch Corporate Intranet Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals Intranet Project Intranet Re-launch Date Launch Mar 2013