Harvard Business Shool

CASE

MOBIL USM&R : LINKING THE BALANCE SCORECARD

QUESTION

1. What objectives and measures should the two customer teams (consumer sub-teanl, dealer sub-teanl) select for their core customer outcomes. How can these teams nleasure what the dealer and Mobil must do well to achieve the desired customer outcomes? VEL ROLTASK Harvard Business School 9-197-025 Rev. September 16, 1999 Mobil USM&R (A): Linking the Balanced Scorecard From what I can see, we had a good quarter even though financial results were disappointing. The poor results were caused by unusually warm winter weather that depressed sales of natural gas and home heating oil. But market shares in our key customer segments were up. Refinery operating expenses were down. And the results from our employee-satisfaction survey were high. In all the areas we could control, we moved the needle in the right direction. Bob McCool, executive vice president of Mobil Corporation's U.S. Marketing and Refining (USM&R) Division, had just commented on first quarter 1995 results