What is an example of a measure for the customer analysis area of the balanced scorecard?
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Today, businesses measure their success based on several KPIs. A scorecard is an enterprise tool for the evaluation and communication of strategic objectives and these KPIs. The Customer Scorecard can be a component of a larger company-wide scorecard that facilitates the measurement and communication of customer satisfaction and profitability objectives across the enterprise. Following the basic tenets of Balanced Scorecard theory, use KPIs within the Customer Scorecard to: Show
Used in this manner as a communications tool, Customer Scorecard supports the shift of the marketing, sales, and support staff from administrative entities to developers of key strategic relationships with customers. This section discusses:
Customer Scorecard is part of the Customer Lifecycle Marketing business process. Customer Scorecard works in conjunction with Enterprise Scorecard to provide a current representation of how the company is meeting its customer-centric objectives. Data flows through Enterprise Scorecard based on a defined frequency. Transactional data is provided to PeopleSoft EPM, where it is transformed using the Scorecard analysis tools. The system displays analysis results to users who can use this information to analyze trends or take actions as necessary. You access the analysis results by using the company intranet or business home page. The following diagram illustrates the data flow from Customer Scorecard through the PeopleSoft Customer Relationship Management Data Mart, with final results accessed through the reporting solution: Image: Data flow from KPI detail to the PeopleSoft Customer Relationship Management Data Mart Data flow from KPI detail to the PeopleSoft Customer Relationship Management Data Mart  The Customer Scorecard is a view of your company's customer satisfaction, marketing and sales objectives, and performance. The scorecard's foundation is a strategy tree that comprises hierarchical nodes of strategy components. Strategy components are the elements that make up your strategy, and are the nodes on your strategy tree or tables. Vision, strategic thrusts, and critical success factors are all strategy components, and represent your organization's goals. KPIs, which measure how well an organization is achieving those goals, are attached to scorecard strategy components, which are typically critical success factors. The predefined data components that make up the Customer Scorecard are delivered separately from the Scorecard application. These components are delivered at the time of installation. After the database is installed at your site, setting up and accessing the Customer Scorecard involves setting up and populating PeopleSoft EPM warehouse tables, updating several components of the scorecard, and populating the final reporting tables. Note: Before you attempt to set up the Customer Scorecard, you should have installed the appropriate components using the installation documentation and moved the appropriate data components to your system database. The predefined data components, as delivered, are set up to run with a specific business unit, SetID, model ID, scenario ID, and so on. All of the appropriate security and object IDs are delivered as sample data. If you install the Customer Scorecard to a demo database, you can acquaint yourself with the functionality in a demo environment. Using the delivered scorecard is optional, and you can modify it to suit your implementation. You can use the KPI Data Migration Utility to customize content for the delivered scorecards. The following table lists the field values used by this scorecard:
KPIs define the data value or calculation that is evaluated to determine how well your organization is meeting its critical success factors. Customer Scorecard delivers a set of preconfigured KPIs that provide executive and middle management with the tools to analyze marketing, sales, and customer support activities, and compare them with business objectives. These KPIs have been developed in conjunction with leading consultants, and are linked to a set of critical success factors to answer questions such as:
The following diagram is an example of critical success factors for a customer scorecard: Image: Critical success factors within a customer scorecardcritical success factors (CSFs)customer scorecard Critical success factors within a customer scorecardcritical success factors (CSFs)customer scorecard Using the predefined KPIs as a baseline, the marketing, sales, and customer support staff, as well as company management, can view company performance for these critical success factors by perspective type. Easy and timely access to this information allows management to track progress toward company goals and to take immediate action when necessary. You must run the following jobstreams to populate key tables:
What is measure in balanced scorecard?The balanced scorecard involves measuring four main aspects of a business: Learning and growth, business processes, customers, and finance. BSCs allow companies to pool information in a single report, to provide information into service and quality in addition to financial performance, and to help improve efficiencies.
What is an example of a balanced scorecard?Therefore, an example of Balanced Scorecard description can be defined as follows: A tool for monitoring the strategic decisions taken by the company based on indicators previously established and that should permeate through at least four aspects – financial, customer, internal processes and learning & growth.
What are the 4 measurement perspectives of a balanced scorecard?The four perspectives of a traditional balanced scorecard are Financial, Customer, Internal Process, and Learning and Growth.
What do customer perspective measures include?Some examples of measures from the customer's point of view are: Customer satisfaction. Customer retention. New customer acquisition.
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