Strategic Management and Customer Service

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Sentra Simulation Exercise

The balanced scorecard is a business simulation with the sole objective of help you make decisions based on understanding the systematic linkages between operations in an organization as they pertain to the four components of the balanced scorecar

Case: Sentra

a)What were the key points that were critical to survival in the exercise?

Forecast target for each measures which provides specific targets for assessing progress along the business unit’s strategic trajectory.

Formulation of a basic business plan and the structuring of a performance measurement system to fit such plan.

Allocate resources among firms, between departments or divisions of individual firms, (ii) rewarding and monitoring the performance of managers, and (iii) executing strategy through the development of key performance measures.

Operationally develop a business strategy and define and describe its linkage to management control systems in the form of a strategy map.

Understand how systems thinking provide the foundation for developing a balanced scorecard.

Understand the problems/issues associated with the successful implementation of strategic performance measurement systems, including the development of a strategy map and causal business model that formulizes business strategy?

make decisions based on understanding the systematic linkages between operations in an organization as they pertain to the four components of the balanced scorecard.

b)What were the key measures that were most useful and why were such measures useful?

oCustomer service lead time (customer perspective)
oCustomer service productivity (Learning & Growth perspective)

Technical customers require efficient and excellent service delivery. Increasing technical support and improving customer satisfaction are very important for Sentra to maintain their growth of business and achieve their financial goals. Therefore the Company will have to match the...
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