Balanced Scorecard Aimed at recognising that performance measures are interdependent

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Balanced Scorecard Aimed at recognising that performance measures are interdependent by Mind Map: Balanced Scorecard Aimed at recognising that performance measures are interdependent

1. Financial

1.1. How does A&B look to shareholders, is the implementation of strategy resulting in an improved bottom line. Should be longer term

1.1.1. Growth - looking at development & growth of company, leading to increased sales volume, more customers, increased revenue etc

1.1.2. Sustaining - evaluating how effectively the organisation is managing operations & costs. ROCE, ROI etc

1.1.3. Harvest - linking to cash flow analysis, looking at payback periods & revenue volume. ROI, EBITDA, net operating income, EVA, Shareholder value

2. Innovation & learning

2.1. Investment in

2.1.1. People

2.1.2. Technology

2.1.3. R&D

2.1.4. Training/skills

2.2. 3 intangible capitals

2.2.1. Human - Employees,, their skills, know-how and expertise

2.2.2. Structural - non physical infrastucture, processes etc. which enable human capital to funtion

2.2.2.1. Organisational Capital - organisation philosophy

2.2.2.2. Process Capital - techniques & processes to implement & enhance delivery of goods/services

2.2.2.3. Innovation Capital - IP & other intangibles

2.2.3. Relational - value in organisations relationships with various stakeholders

3. Internal

3.1. How well are processes operated

3.2. Do they add value

3.2.1. Customer value added - directly add value to customer experience

3.2.2. Business value added - add value to the business, and will add value to the customer in the future

3.2.3. Non value added - no value to customer. Generally as a result of error correction

3.2.4. Support - do not directly add value to customer, but may be required for the business, or be mandatory

3.3. Where is waste created

4. Customer

4.1. How do customers view you

4.2. Why do they choose you

4.3. What to they value

4.3.1. Use the Value Proposition, centred on one of the following

4.3.1.1. Operational Excellence

4.3.1.1.1. State of the Art

4.3.1.1.2. Technical Excellance

4.3.1.1.3. Speed to market

4.3.1.1.4. Microsoft, Apple, BMW, Virgin Atlantic

4.3.1.2. Customer Intimacy

4.3.1.2.1. Low Costs

4.3.1.2.2. Good Quality

4.3.1.2.3. Good Service

4.3.1.2.4. Dell, Kia, Ikea, Ryanair

4.3.1.3. Product Leadership

4.3.1.3.1. Personalisation

4.3.1.3.2. Relationship Focussed

4.3.1.3.3. Lifetime Loyalty

4.3.1.3.4. Bang & Olufsen, Lexus, BA