Balanced Scorecard
"The balanced scorecard is a strategic planning and management system that is used extensively in business and industry, government, and nonprofit organizations worldwide to align business activities to the vision and strategy of the organization, improve internal and external communications, and monitor organization performance against strategic goals." 70
Objectives
Organizational learning perspective
•Objective: Improve work environment
•Measurment 1: Surveys on organizational environment
•Goal: At least an 8 in a 1-10 scale
•Measurement 2: Personnel rotation
•Goal: < 20%
•Formula: ((entries – leaves)/workforce)*100
•Objetivo: Prepare staff
•Measurement: Number of trainning hours per year in technical issues and managerial topics
•Goal: 20 hours- person/year
•Objetivo: Compensation system
•Measurement: Number of non- salary rewards
•Goal: 2
Internal perspective
•Objective: Improve order processing
•Measurement 1: Time elapsed from placed order to delivered order
•Goal:
•hard copies: 2 days
•e-book: immediate
•Objective: Encourage the use of e-books
•Measurement: (e-book sales/hard copy sales)*100
•Goal: 30%
Customers
•Objective:On-time delivery
•Measurement 1: delivery time/promised time
•Goal: < 1
•Objective: Customer satisfaction
•Measure: survey
•Goal: >90%
Financial
•Objective: Reduce costs
•measures: costs/sales *100
•Goal: < 80%
•Objective: Increase sales
•Measurement: marketshare %
•Goal: > 0.3%