Statement of the ProblemThe California Division of Citibank has introduced a new performance scorecard to highlight the importance of a diverse set of measures in achieving the strategic goals of the division. Among the new measures introduced was a customer satisfaction indicator. Unfortunately‚ James McGaran‚ the manager of the most important branch and who consistently delivers impressive financial results scored "below par" on customer satisfaction. Frits Seeger‚ President of Citibank California
Premium Finance Customer Customer service
assessments often lead to the identification of potential improvements‚ so performance indicators are routinely associated with ’performance improvement’ initiatives. A very common way to choose KPIs is to apply a management framework such as the balanced scorecard. Identifying indicators of organization[edit] Performance indicators differ from business drivers and aims (or goals). A school might consider the failure rate of its students as a key performance indicator which might help the school understand
Premium Strategic management Balanced scorecard Management
Amanco addressed every step of their operation. They employed a birth-to-grave approach when looking at the effects it had on the social well-being of the people and the environment. Why has Roberto Salas chosen to develop a strategy map and Balanced Scorecard to represent Amanco’s triple bottom line objectives? He chose to develop this strategic map‚ so that his top‚ middle‚ and bottom manager can understand the directions that the company wants to go it. By developing this map‚ it is easier to adapt
Premium Corporate social responsibility Social responsibility Strategy map
Introduction TNT is the market leader in the provision of business-to-business (B2B) express delivery services. It delivers documents‚ parcels and freight securely between businesses‚ using road or air transport. Ken Thomas founded TNT in Australia in 1946 with a single truck. It became Thomas Nationwide Transport (TNT) in 1958 and TNT Express Services UK in 1978. Today TNT is a global company and serves customers in over 200 countries around the world‚ employing 10‚000 people in the UK. TNT has
Premium Strategic management Balanced scorecard Strategy map
A Balanced Scorecard for General Practice Andrew Ridley Director of Primary and Community Care Commissioning Tower Hamlets PCT Overview • Why a BSC ? • How was it developed ? • What’s in it ? • How is it being implemented ? • Barriers and issues • Improvements delivered as a result ? • What next ? Why a BSC ? • A Focus on our role as Commissioner • Variation in quality between practices • Are the poor always poor ‚ or the good really always good ? • Support a move from anecdote to transparent
Premium Contract Improve Contractual term
Chapter 9 Which of the following statements is correct? | | Unfavorable cost variances always indicate bad performance. | | Favorable cost variances always indicate good performance. | | Both of the above statements are correct. | | Neither of the above statements are correct. | Managers should not assume that unfavorable cost variances always indicate bad performance and that favorable cost variances always indicate good performance. Unfavorable cost variances may result from
Premium Variable cost Costs Balanced scorecard
Company History Wilkinson Hardware Stores Ltd. is a family-owned general merchandiser in the UK founded by J.K.Wilkinson in 1930. From its humble beginning as a small hardware shop in Leicester‚ the company has grown into one of the leading retailers in the UK with £2 billion turnover‚ 22‚000-employees‚ and about 350 stores across England‚ Wales and Scotland. The company’s growth over the years has been driven by the simple philosophy of selling quality goods at discount prices‚ and putting
Premium Strategy map Customer Strategic management
------------------------------------------------- What is an ideal management control system Management control is a process of assuming that resources are obtained and used effectively and efficiently in the accomplishment of the organization’s objectives. It is a fundamental necessity for the success of a business and hence from time to time the current performance of the various operations is compared to a predetermined standard or ideal performance and in case of variance remedial measures
Premium Free cash flow Cash flow Net present value
Performance Management- Measuring Performance Measuring performance is a step which every organization used to measure aspects of performance that are important for achieving competitive advantage’s (DE Cieri‚ Krama‚ 2005‚ pg 325). More specifically‚ it enables company to perform better asset management‚ increase ability to capture customer value‚ impact on organizational reputation‚ and improved measures of organizational knowledge (Robbins‚ 2006‚ pg 552). Asset management is the basic procedure
Premium Management Balanced scorecard
A Balanced Scorecard • Shareholder Value or Financial Perspective‚ includes strategic objectives in areas such as: a. Market share b. Revenues and costs c. Profitability d. Competitive position In the next three years‚ Crestwood Manor board and care homes would like to improve the profitability of the board and care homes to 85%. This will help to recover the cost that it took to open and start the board and care program for Crestwood Manor. • Customer Value Perspective‚ includes strategic
Premium Management Strategic management Balanced scorecard