The document outlines the balanced scorecard for Café Coffee Day, emphasizing the company's strategic goals, competitive strategy, and the role of strategic HRM. It details various performance perspectives including financial growth, customer satisfaction, process efficiency, and employee development. Key metrics and indicators are provided for assessing business performance across these perspectives.

1. Balanced Scorecard
for Café Coffee Day
Presented By:
Monika Sindhu

2. Contents
1. Introduction
2. Mission and vision of company
3. Business/Competitive Strategy
4. Role of Strategic HRM
5. Balanced Scorecard
6. HR Metrics & Analytics

3. Introduction
• Found in 1996 by V.G. Siddhartha
• ABCTCL
• Headquarter – Bangalore
• Around 1550 outlets in India
• About 6 employees per outlet

6. Business/Competitive
Strategy
• Strategic Goals
• Differentiate products & services
• Training, testing , incentives, evaluation

7. Strategic HRM
• Identify workforce
• Build HR policies ,strategies
• Implementation
• Metrics to measure performance of
policies

8. Balanced Scorecard

9. Financial Perspective
• Growth of the company – 20%
• Market share – shareholders
• Share appreciation

10. Continued..
• Indicators
• Growth
• Shareholder value
• Compensation & benefits per employee

11. Customer Perspective
• Customer Retention
• Customer Satisfaction
• Customer Value
• Stores

12. Continued..
• Indicators
• Time
• Service
• Satisfaction
• Retention

13. Process Perspective
• Process Performance
• HR competency – operational efficiency
• Minimizing cost

14. Continued..
• Indicators
• Efficiency
• Customer satisfaction
• Information

15. Learning & Growth
Perspective
• HR practices
• Performance measurement
• Compensation
• Technological development
• SalesSmartz

16. Continued..
• Indicators
• Lagging
• Employee retention
• Employee performance
• Leading
• Expressing interest in position
• Employee Satisfaction

17. Thank You