3.4: Balanced Scorecard (BSC) design recommendationNirmani

The balanced scorecard (BSC) is a comprehensive method for evaluating business strategy performance and identifying areas for improvement, including financial objectives and goals, customer preferences and choice architecture, operations management and supply chain bottleneck resolutions, and an organization's capacity for learning (Langfield-Smith et al. 2018).

The Balance Scorecard to primarily consists of four parts or elements. The four viewpoints or elements of the Balance Scorecard are (Langfield-Smith et al. 2018):

• Customer perspective
• Internal business perspective
• Financial perspective
• Learning/growth perspective

The primary benefit of the Balanced Scorecard approach for Woolworths is that it gives top executives and leaders a framework to employ when creating a comprehensive plan as opposed to merely focusing on optimizing one area of the company. Managers can view the firm from four different angles using the balanced scorecard.

The following BSC has been designed to translate and organise the projected missions, objectives and strategies for Woolworth's logistics and supply chain into performance measures:

BSB Perspective	BSC Objectives	Lead Measures	Lag Measure
Financial (1)	Increase profitability	Total number of sales processed	Percentage increase in revenue
Customer (1)	Increase customer satisfaction	Number of customer complaints	Number of customers retained
Customer (2)	Creating Value	Offering Everyday Rewards for members	Number of Everyday Rewards members
Customer (3)
Customer (4)	Improve delivery	Total number of completed deliveries per month	% of on-time deliveries
Internal Processes (1)	Improve the quality of products produced	Implementing automated systems to reduce risks	Number of customer complaints
Internal Processes (2)	Internal Business Increase office cost effectiveness	Monthly operating costs, Quality of Products	Quantity of products in development, connection quality with product operations
Internal Processes (3)
Internal Processes (4)	Support process automation	Building automated warehouses	Reduced labor costs
Learning/Growth (1)	Employee satisfaction	Employee participation in training programs	Employee satisfaction survey results