This document outlines a strategic plan for a company. It includes an executive summary and sections on situational analysis, objectives and metrics, a GAP analysis, and monitoring. The situational analysis assesses the company's competencies, customers, competition, and industry trends. Objectives are outlined in a balanced scorecard covering financial, customer, business processes, and learning/growth goals. Key performance indicators and targets are defined. A GAP analysis identifies areas for improvement and a program prioritization ranks initiatives. Metrics will be tracked in a dashboard to monitor progress.

1. Overview
1.0 Executive Summary
2.0 Situational Analysis
3.0 Objectives, Initiatives, Metrics, & Targets
4.0 GAP Analysis & Program Prioritization
5.0 Monitoring & Measurement

2. 1.0 Executive Summary
Enter Key Recommendations & Strategies Here
 Strategy 1
 Strategy 2
 Strategy 3

3. 2.0 Situational Analysis
2.1 Core Competencies Assessment
2.2 Market Segmentation & Customer Profiles
2.3 Competitive Analysis & Positioning
2.4 Industry Analysis
2.5 Situational Analysis Summary

4. 2.1 Core Competencies Assessment

5. 2.1 Market Segmentation &
Customer Profiles – Segment A

6. 2.1 Market Segmentation &
Customer Profiles – Segment B

7. 2.1 Market Segmentation &
Customer Profiles – Segment C

8. 2.3 Competitive Positioning

9. 2.4 Industry Analysis
Social Technological Economic Political
Trend - general talk of Trend - movement toward Trend – lots of budget cuts Trend – organizations using
sustainability issues on-demand customer service and stalled sales compliance as basis for
apps solution building
Condition – most Condition – many Condition – most Condition – we currently do
competitors are doing a organizations provide organizations feeling impact not have any messaging
sustainability report customer service portal of recession around compliance
Implications – we need to Implications – cost savings Implications – need to Implications – solutions that
complete our report on and increase customer remain cash flow positive, address compliance issues
sustainability to keep up satisfaction gains to be had if so increased importance on are likely to look favorable.
with our competitors and we can develop a solid reducing sales cycle time. Need to start developing
use this as a point of customer support application End of quarter discounts is a compliance focused solutions
differentiation. that adds additional value. good temporary solution but before competitors take
need a better L/T option market share.

10. 2.5 Situational Analysis Summary
Strengths Weaknesses
 Solid New Product Development Process  Poor Information Security & Disaster Recovery
Opportunities Threats
 Growth by cross-selling new products  Data vulnerable to virus or security breach

11. 3.0 Objectives, Initiatives,
Metrics & Targets
3.1 Balanced Scorecard Strategy Map
Mission & Vision
Mission Statement -
Vision Statement –

12. 3.1 Balanced Scorecard Strategy Map -
Financial
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 2010
Reduce Customer Churn Rate Retention Rate Increase to 78% by Jan 2010
Head Count Reduction # Full-Time Staff Reduce to 150 by Oct 2010
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 2010
Re-Seller Partnership Channel Annual Revenue from Partner Channels $500,000 in Revenue in 2010
Acquisitions Annual Revenue from New Acquistions $15M in Revenue in 2010
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 2010
A/P Payment Review Average Days of Payables 60 Days by June 2010
Early Payment Discount Program % Invoices Paid with Early Payment Discount 5% of all invoices in Q3 2009

13. 3.1 Balanced Scorecard Strategy Map -
Customer
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 2010
Customer Support Portal Portal Launch Date Launch by Oct 2010
Customer Satisfaction Surveys Net Promoter Score, # Surveys Completed Get NPS Benchmarks in 2010
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 2011
Service Level Agreement % Support Requests Escalated to Tier 3 > 5% of requests escalated by Jun 2010
Marketing Automation Program # New Leads Generate 3,500 Leads in 2010
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 2010
Monthly Billing Option # Customers on Monthly Billing 100 Customers in 2010

14. 3.1 Balanced Scorecard Strategy Map
– Business Processes
Objective 1 - 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 2010
CRM Training CRM Adoption Rate 100% Adoption by Staff by Jan 2011
Data Migrations # Customer Databases Consolidate to 1 Database by Dec 2010
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 2010
Results Only Work Environment Link staff performance reviews to business KPIs Complete KPI mapping by Oct 2010
Employee Profiling New Sales Hire Success Rate Increase to 75% OTE by Jan 2011
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 2011
Security Auditing Audit Recommendations Received Receive Recommendations in Jun 2010
Sarbarnes Oxley Compliance Compliance Achieved Ongoing
Objective 4 - Reduce Waste with Lean Manufacturing
Programs, Initiatives, & Actions Key Performance Indicators & Metrics Target Timeframe to Achieve Goals
Sustainability Report Report Completion Completed by Oct 2010
Lean Manufacturing Audit Audit Recommendations Received Receive Recommendations by Jan 2011

15. 3.1 Balanced Scorecard Strategy Map
– Learning & Growth
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 methods by Jan 2011
Quality Assurance Average Customer Service Call QA Score 3.5 Average QA Score by Oct 2010
Dale Carnegie Leadership & Communications # Staff Certified 20 Staff Certified by Jan 2010
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 2011
Job Descriptions Job Descriptions Completed Completed by Jun 2010
Performance Reviews Performance Review Metrics Add business KPIs to all reviews Oct 2010
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 2011

16. 4.0 GAP Analysis &
Program Prioritization
4.1 GAP Analysis
4.2 Program Prioritization
4.3 Key Success Factors

17. 4.1 GAP Analysis
Target Item Current State Goal State Action Plan
Customer Data House in Multiple Systems Centrally Located in Implement CRM System
Enterprise CRM System
Lead Generation Process No Scoring, Nurturing, or Marketing Programs Select Marketing Automation
Sales Alerts in Place Automated, Sales Reps Platform Integrates Tightly
Alerted for Hot Leads with CRM System
Succession Planning Not in existence Develop Career Paths for all Complete Skills Inventory,
functions, future leaders Develop Succession
identified and groomed Management Matrix
Product Development No Formal Process for Making Scorecard System to Rank Create Product Scorecard and
Decision Making Go/No Go Decisions Value of Each Development Use at all Process Checkpoints
and Review at Checkpoints

18. 4.2 Program Prioritization -
Rankings

19. 4.2 Program Prioritization -
Results

20. 4.3 Key Success Factors
Key Success Factors Risk Contingency Plan
End User Adoption Rates for CRM Poor ROI Rate Provide Exceptional Training
Product Development Process Definition and Leverage Consultant to get key
Product Failure
Improvement stakeholders together
Key Success Factor Risk Contingency Plan
Key Success Factor Risk Contingency Plan

21. 5.0 Monitoring & Measurement
5.1 Business Strategy Metrics Dashboard

22. 5.1 Business Strategy Metrics Dashboard