Analyze Performance Matrices

Blake & McKanzie Tax Services is a company serving 72 clients (as at the beginning of the month) that is working on recognizing its balanced scorecard. Currently the company has the following performance metrics; online client satisfaction rating, client growth percentage (the total number of client at the begging of the month compared to the number of total clients at the beginning of the prior month), market share and profit margin. The company tracts these metrics from month to month. The company's target client's growth percentage is 4% per month. Its target average online client satisfaction rating is 4.8 stars. Last month the company noted the following data related to these metrics;

New clients 7

Lost clients 4

Market share 1.52%

Profit margin 65%

Questions

1.Create strategic objectives that each of the company's four performance practice metrics might represent.

(8 marks)

2.Determine whether the company achieve its client growth percentage last month? (show workings)

(5 marks)

3.Suppose that last month, the company receive 55 five star reviews, 10 four star reviews, 3 three stars review, 1 two star review and 1 one star review. Determine whether the company met its average online client satisfaction rating target (show workings)

(5 marks)

4.Come up with one strategic initiative for the strategic objective of any performance metric target that you know the company did not meet last month.

(2 marks)