Balanced Scorecard






Balanced Scorecard
Christina M Williams
MGT/521
August 31, 2015
Lloyd Krieger
Balanced Scorecard
Balanced Scorecard
Aspect of Company Performance
Factors to be Considered
Organizational Goal
Actual Performance
Gaps
Financial
Quarterly Profit Results
Return on Capital Employed
$5,000
$4,000
$6,000
$1,500
Profits were higher than expected but return on capital employed was lower than anticipated by $2500
Customer
Customer Satisfaction Rate
Customer Recommendation Rate (rate of new business generated by recommendations from existing customers)
95%
80%
95%
100%
Customer satisfaction was equal to what was anticipated. Also customer recommendation was at 100% higher than the goal that was set
Internal Processes
Duplicate Activities Across Functions (percent of the activities completed that are duplicated in another function)
Process Bottlenecks (percent of the process that becomes bottlenecked in an average run cycle)
25%
15%
20%
15%
Duplication of activities was down 5% which is positive Bottlenecking was at what the company expected 15%
People
Innovation
Growth Assets
Employee Turnover
Employee Job Satisfaction
25%
90%
0%
50%
There was no employee turnover, however employee satisfaction is only at 50% and the goal was at least 90%

Financial
Find ways to improve on the capital employed. The gain is the difference between a higher selling price and a lower purchase price. Capital employed represents the capital investment necessary for a business to function.
Customer
Customer satisfaction and recommendations were at a higher level. This is great news for this company. I wouldn’t change anything in this area
Internal Process
Duplication was at a low and bottlenecking was where they expected. The goal should be to lower bottlenecking by 5% increments in the future
People/Innovation/Growth Assets
There was no employee turnover rate but employee satisfaction was really low. The managers need to find...