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 Balanced Scorecard
Long-Term Short-Term Measures Targets

Vision Financial Increase # of

% increase
Growth Customers Customers

Increase Average Sale % increase

Order Size

Increase Frequency of
% increase
Frequency Sale

New New Product

% increase
Revenue Revenue
Balanced Scorecard
Increase
Customer
Customer Customer % increase
Satisfaction
Satisfaction

Increase
Referal Rate % increase
Referals

Increase
Frequency % increase
Frequency

Measures

Reduce
Quality Cycle Time % reduction
Cycle Time

Reduce Parts per

% reduction
Defects Million

Cost of
Reduce Waste & % reduction
Costs Rework
Learning & Increase
Training % increase
Growth Core Skills

Increase
Systems System Un-
% reduction
Availability availability
Strategic Themes
Increase Customer Achieve Operational Be a Good Corporate
Build the Franchise Value Excellence Citizen
Expand, Deepen or
Grow Existing Business Redefine Relationships Reduce Delay Public Trust

Create value Value-added Solutions Reduce Defects Safety

Expand into new
products and services Reduce Variation Environment
Expand into new
markets and customers Service Excellence Reduce Costs

Manage Suppliers
 Growth Productivity
"Revenue or Sales Growth" Gross Profit/Labor Costs
Financial
Perspective Improve Shareholder Value

Revenue
Growth
New Increase Improve Improve
Revenue Customer Cost Asset
Sources Value Structure Utilization

Customer
Perspective

Product Leadership
Customer Intimacy
Customer Value Proposition Operational Excellence
Product/Service Attributes Relationship Image
Funct- Relation-
Price Quality Time Service Brand
ionality ships

Internal
Perspective

Build the Increase Operational Be a Good

Franchise Customer Value Excellence Corporate Citizen

Learning
and Growth
Perspective

Motivated and Prepared Workforce

Strategic Strategic Climate for

Competencies Technologies Action
 Vision World Class Leadership
Objectives Measures Targets Initiatives Results
Satisfy
Shareholders Increase Customers Number of Customers % increase

Increase Order Size Average Sale % increase

Increase Frequency Frequency of Sale % increase

# New Products
Increase New Product Revenue % New Revenue % increase

Delight
Customers Increase Customer Satisfaction Customer Satisfaction % increase

Reduce Customer Complaints Complaints % reduction

Increase Referals Number of Referrals % increase

Increase Frequency Frequency of Sale % increase

Effective
Processes Reduce Cycle or Lead Time Cycle Time % reduction

Reduce Defects DPMO % reduction

Reduce Costs Cost of waste & rework % reduction

Motivated &
Prepared Increase Core Skills Training % increase
Workforce
Reduce Employee Turnover Turnover % reduction

Increase Systems Availability Unavailability % reduction

 BALANCED SCORECARD
FINANCIAL
Month YTD
Metric Description Target
Month
Target
YTD

Average Sale Sales$ / #Sales $61 $61 $61 $61

$43 $36 $43 $36
CUSTOMER
Month YTD
Output Metric Description Target
Month
Target
YTD

61% 59% 61% 46%

30 35 30 35
PROCESS
Month YTD
Output Metric Description Target
Month
Target
YTD

Scrap 1% 2.0% 1% 2.0%

13.0% 14.0% 13.0% 22.0%
PEOPLE
Month YTD
Output Metric Description Target
Month
Target
YTD

2.5% 0.0% 2.5% 0.0%

2.5% 0.0% 2.5% 0.0%
Key:
Green: At or above target
Yellow: Missing target, but within sight
Red: Missing target by substantial margin
Yellow Target %
90%
90%

90%
30%

90%
110%

90%
90%