Balanced Scorecard

Topics: Supply chain management, Customer, Customer service Pages: 4 (491 words) Published: October 19, 2013

Module: Supply Chain Management

Exercise: Balanced Scorecard

Session 4: Supply Chain Performance Management

Instructor: Perry Davidson

Candidate: Meg (Hongman) Liang

Date: Oct 7th, 2013

1. State your organization’s supply chain strategy, e.g., “to provide customerwith high level of service while contributing to corporate profitability.” The company’s supply chain strategy is “to meet customer needs and advance our technology leadership while creating value for our customers at large. “ 2. Provide one or two goals for each of the four balanced scorecard categories (customer, financial, internal, learning and growth.)

3. Provide at least one performance measure to match each of your goals

Please refer to the following 2 pages.

Perspective
Goals
Measure

Method
Indicator
Target
Frequency
Major Responsible Dept
Financial
Increase the net profit by 20%
to increase sales
Percentage of increasing comparing with same period of last year 15%
yearly
Sales & Marketing

to decrease expenses of administration and labors
Percentage of decreasing comparing with same period of last year 25%
yearly
Admin., HR

Reduce the purchasing cost 10%
to reduce the unit prices of 10 major items
Percentage of reduction comparing with last year
15%
yearly
Procurement

to reduce the overall services purchasing cost
Percentage of reduction comparing with same period of last year 10%
yearly
Procurement
Customers
Improve Customers satisfaction 20% (yearly)
to increase Customers satisfaction survey rating
Percentage of increasing comparing with last quarter
5%
quarterly
Customer Services

to extend customers satisfaction survey scope
Percentage of participants
Involve at least 70% front line managers or experts of customers quarterly
Customer Services

Improve TAC's efficiency on both response time and resolution time to reduce response time
the average response time
from 1 hour to 0.5 hour
quarterly...
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