Amed BALANCED SCORECARD Financial "To succeed financially, how should we appear to our shareholders ? Objectives Measures Targets Initiatives Customer "To achieve our vision, how should we appear to our customers?" Salo Measures Taracla Initiatives Internal Business Processes "To satisfy our shareholders and customers what business processes must we excelat?" Vision and Strategy Most common way to measure if the business is running well. saanpak Meer Torget Initiatives Learning and Growth To achieve our vision, how will we sustain our ability to change and mprove ? Objectives Hinta Initiative INDIVIDUAL ASSIGNMENT #111 (WEEK 3-LECTURE PART II) Discuss what each service quality dimension looks like for one of the business function. Submit answer on posted assignment on classroom. paragraph max! SERVICE SECTOR DIMENSIONS OF QUALITY Reliability 6 of 7 Assurance Tangibles Ability to perform the promised service dependably and accurately Knowledge and courtesy of employees and their ability to inspire trust and confidence Physical facilities, equipment, and appearance of personnel Caring individuared when in the form provides its customers Willingness to help customers and provide prompt service Empathy Responsiveness SIMPLE PROFIT TABLE Hebat Acting Marketing "Collective functions of a business must see their individual functions based on the 5 dimensions of service quality in order for the business to successfully achieve its main goals." Strategy to maximize shareholder wealth! BALANCED SCORECARD Financial Customer internal Processes Vision and Strategy Most common way to measure if the business is running well. Learning and INDIVIDUAL ASSIGNMENT (WEEK 3-LECTURE PART II) Discuss what each service quality dimension looks like for one of the business function. Submit answer on posted assignment on classroom. - paragraph max