Opening You have been hired by Taylor Consulting, LLC as a Business Analyst because of your experience using Balanced Scorecard. You have been asked to attend brainstorming sessions for several clients. You have created a list pf items for each company. Your next task is to determine the element type for each item. Use the selection list in the Element column to indicate strategic objective (SO), strategic initiative (SI) or performance metric (PM) for each performance perspective (Financial, Customer, Internal Processes, or Learning and Growth). For Performance Measures (PM) and Strategic Initiatives (SI), the Strategic Objective column will be used to indicate which Strategic Objective the Performance Measure or Strategic Initiative is related to. You are also required to analyze the mid-year results for Buckeye Electric. For example, the following table was created from the data for Cordier Toys as displayed in Exhibit 4 of your text. "2. Tie pay to training hurdles" would be related to the Strategic Objective "1. Train employees." Financial Customer Internal Processes Learning & Growth Strategic Objective Strategic Objective Strategic Objective Strategic Objective Balanced Scorecard Element Element Element Element 1. Train employees SO 2. Tie pay to training hurdles SI 1 3. Median training hours per employee PM 1 4. Reduce employee turnover SO 5. PM 4 6. Average employee tenure Improve delivery times Automate warehouse SO 7. SI 6 8. Hours from ordered to delivered PM 6 9. Reduce shipping errors SO 10. Number of erroneous shipments PM 9 Exhibit 4 Cordier Toys' Strategic Initiatives Learning and Growth Internal Processes Customer Financial Performance Perspectives Reduce employee tumover employees Improve delivery times Reduce shipping errors Delight the customer Strategic Objectives Increase profits Tie pay to training hurdles Automato warehouse Strategic Initiatives Median training hours per employee Average employee tenuro Hours from ordered to delivered Number of erroneous shipments Percentage of customers who shop again Online customer satisfaction rating Market share Operating profit Performance Metrics The performance metrics are shown for the strategic objectives for each of the four performance perspectives of the balanced Scorecard for Cordier Toys, Inc. The performance perspectives are shown in boxes from left to right, the strategic objectives are shown in bubbles, and the performance metrics are shown in boxes at the bottom. First is a box labeled Learning and Growth with two strategic objectives: Train employees and Reduce employee turnover. A vertical line connects the Train employees objective to the performance metric Median training hours per employee. A vertical line connects the Reduce employee turnover objective to the performance metric Average employee tenure. Next is a box labeled Internal Processes with two strategic objectives: Improve delivery times and Reduce shipping errors. A vertical line connects the Improve delivery times objective to the performance metric Hours from ordered to delivered. A vertical line connects the Reduce shipping errors objective to the performance metric Number of erroneous shipments. Next is a box labeled Customer with one strategic objective: Delight the customer. Two vertical lines connect the Delight the customer objective to the performance metrics Percentage of customers who shop again and Online customer satisfaction rating. The last ox is labeled Financial with one strategic objective: Increase profits. Two vertical lines connect the Increase profits objective to the performance metrics Market share and Operating profit. To the right are three boxes with arrows. The top box has the label Performance Perspectives; it has an arrow that points to the labels in the four boxes. The middle box has the label Strategic Objectives; it has an arrow that points to the strategic pbjectives listed in each box. The bottom box has the label Performance Metrics; it has an arrow that points to the performance metrics at the bottom of each box. The strategic initiatives for Cordier Toys have been added to the illustration. These initiatives are shown in bubbles below the bubbles for the strategic objectives. In the Learning and Growth box, under the Train employees bjective is the strategic initiative Tie pay to training hurdles. In the Internal Processes box, under the Improve delivery times objective, is the strategic initiative Automate warehouse. A box labeled Strategic Initiatives has een added to the right of the illustration below the box for Strategic Objectives. It has an arrow that points to the strategic initiatives that have been added to the illustration. University Publishing Your first brainstorming session was with University Publishing Company. Your session resulted in the following items. Your task is to link the balanced scorecard elements to form a cohesive strategy for the company. Review each balanced Scorecard element. After determining the performance perspective (Financial, Customer, Internal Processes, or Learning and Growth), your first step should be to identify the Strategic Objectives. Use the selection list in the Element column to indicate strategic objective (SO) of the appropriate performance perspective. Your next steps are to identify the actions that will be taken to achieve these goals (Strategic Initiatives) and to define how progress will be measured (Performance Metrics). Use the selection list in the Element column to indicate strategic initiative (SI) or performance metric (PM). Determine the Strategic Objective to which the item is related by entering the balanced Scorecard item number. Remember, each Strategic Objective will have at least one Performance Metric. Also, a balanced Scorecard item can focus on only one performance perspective. For the perspectives not effected, select "n" in the remaining Element columns. Financial Customer Internal Processes Learning & Growth Strategic Objective Strategic Objective Strategic Objective Strategic Objective Balanced Scorecard Element Element Element Element 1. Retain large volume customers 2. Increase digital sales 3. Go digital campaign 4. Digital sales % of total revenue 5. Renewal rates of large volume customers 6. Partner with customers 7. Build packages which bundle products to provide total solution for user needs 8. Customer satisfaction surveys 9. Track total solution packages sold 10. Perfect quality 11. Improve product availability 12. Maximize use of existing, proven content 13. % Products achieving development deadlines Number of customer support tickets (for errors) per 14. product 15. Retain employees 16. Be experts in product development 17. Train employees in the latest software development methodology. Provide bonuses for successful Agile training completion 18. 19. Improve company benefit offering 20. Average length of employment for employees 21. Training bonuses paid z Cosmetics You also participated in a brainstorming session with Z Cosmetics resulted in the following items. Your next task is to determine the element type for each item. Use the selection list in the Element column to indicate strategic objective (SO), strategic initiative (SI) or performance metric (PM) for each performance perspective (Financial, Customer, Internal Processes, or Learning and Growth). For Performance Measures (PM) and Strategic Initiatives (SI), the Strategic Objective column will be used to indicate which Strategic Objective the Performance Measure or Strategic Initiative is related to. If no effects in "Element" select "n". If "Strategic Objective" does not require an entry, leave it blank. Financial Customer Internal Processes Learning & Growth Strategic Objective Strategic Objective Strategic Objective Strategic Objective Balanced Scorecard Element Element Element Element 1. Increase revenues 2. Increase asset utilization 3. Expand online offerings 4. Perform benchmarking studies for return on assets, inventory turnover, receiveables turnover 5. % Growth in sales 6. % Growth in online sales 7. Return on assets ratio 8. Increase market share 9. Customer satisfaction 10. Market studies of end user requirements 11. In store customer assistance program 12. Percentage of market share 13. % Customer satisfaction index 14. Decrease inventory flow interruptions 15. Fast delivery 16. Formalize order fulfillment procedures 17. Implement just-in-time inventory system 18. Inventory ratios 19. Order turnaround time 20. Improve employee product knowledge 21. Improve employee retention 22. Develop product training programs 23. Implement annual employee satisfaction survey 24. Conduct comparable salary studies 25. Percentage of employees completed product training J & S Ski Vacations Jim and Shelee, owners of J & S Ski Vacations, met with you about their ski resort. Your brainstorming session resulted in the following items. Your next task is determine the element type for each item. Use the selection list in the Element column to indicate strategic objective (SO), strategic initiative (SI) or performance metric (PM) for each performance perspective (Financial, Customer, Internal Processes, or Learning and Growth). For Performance Measures (PM) and Strategic Initiatives (SI), the Strategic Objective column will be used to indicate which Strategic Objective the Performance Measure or Strategic Initiative is related to. If no effects in "Element" select "n". If "Strategic Objective" does not require an entry, leave it blank. Financial Customer Internal Processes Learning & Growth Strategic Strategic Strategic Strategic Balanced Scorecard Element Objective Element Objective Element Objective Element Objective 1. Revenue growth of ski packages 2. Smooth earnings 3. Include mountain biking packages 4. % Growth in sales 5. Quarterly profit margin 6. Highly satisfied customers 7. Increase of ski location offerings 8. % of return customers 9. Customer feedback 10. Quality equipment rental offering 11. Develop relationship with top equipment suppliers 12. Equipment turnover 13. Equipment maintenance monitoring Have knowledgeable staff of local 14. businessses and restaurants 15. Become part of local business community Provide staff dinners from local 16. establishments 17. Partner with local businesses to provide discounts for resort customers 18. Feedback from staff dinners 19. Track coupons redeemed Buckeye Electric Taylor Consulting makes it a practice to stay involved with the client to help them stay on track to achieve their goals. A co-worker had completed the balanced Scorecard for Buckeye Electric six months ago. Your manager has instructed you to consult with Buckeye Electric management regarding any balanced scorecard item whose performance metric has achieved less than 50% of the target. Determine which Performance Metrics require a consultation. Also, indicate the Performance Perspective for each Performance Metric. This information is important because you will need to know which manager to contact. Consultation Required Performance Metrics Last Year Target Year to Date Performance Perspective 1. Revenue growth rate 14.0% 15.0% 14.6% 2. Utilization of asset rate 6.0% 12.0% 7.0% 3. Operating costs per customer $150 $125 $145 4. Customer satisfaction rating 80.0% 87.0% 90.0% 5. Problem resolution time 6 hr 3 hr 4 hr 6. Employee productivity rate 2.0% 3.0% 2.4% 7. Training hours in strategic skills training 10 hr 14 hr 13 hr 2.8 4.5 4.1 8. Employee satisfaction (5 point scale) 9. Leadership effectiveness ratio (5 point scale) 4.0 4.8 4.3 Opening You have been hired by Taylor Consulting, LLC as a Business Analyst because of your experience using Balanced Scorecard. You have been asked to attend brainstorming sessions for several clients. You have created a list pf items for each company. Your next task is to determine the element type for each item. Use the selection list in the Element column to indicate strategic objective (SO), strategic initiative (SI) or performance metric (PM) for each performance perspective (Financial, Customer, Internal Processes, or Learning and Growth). For Performance Measures (PM) and Strategic Initiatives (SI), the Strategic Objective column will be used to indicate which Strategic Objective the Performance Measure or Strategic Initiative is related to. You are also required to analyze the mid-year results for Buckeye Electric. For example, the following table was created from the data for Cordier Toys as displayed in Exhibit 4 of your text. "2. Tie pay to training hurdles" would be related to the Strategic Objective "1. Train employees." Financial Customer Internal Processes Learning & Growth Strategic Objective Strategic Objective Strategic Objective Strategic Objective Balanced Scorecard Element Element Element Element 1. Train employees SO 2. Tie pay to training hurdles SI 1 3. Median training hours per employee PM 1 4. Reduce employee turnover SO 5. PM 4 6. Average employee tenure Improve delivery times Automate warehouse SO 7. SI 6 8. Hours from ordered to delivered PM 6 9. Reduce shipping errors SO 10. Number of erroneous shipments PM 9 Exhibit 4 Cordier Toys' Strategic Initiatives Learning and Growth Internal Processes Customer Financial Performance Perspectives Reduce employee tumover employees Improve delivery times Reduce shipping errors Delight the customer Strategic Objectives Increase profits Tie pay to training hurdles Automato warehouse Strategic Initiatives Median training hours per employee Average employee tenuro Hours from ordered to delivered Number of erroneous shipments Percentage of customers who shop again Online customer satisfaction rating Market share Operating profit Performance Metrics The performance metrics are shown for the strategic objectives for each of the four performance perspectives of the balanced Scorecard for Cordier Toys, Inc. The performance perspectives are shown in boxes from left to right, the strategic objectives are shown in bubbles, and the performance metrics are shown in boxes at the bottom. First is a box labeled Learning and Growth with two strategic objectives: Train employees and Reduce employee turnover. A vertical line connects the Train employees objective to the performance metric Median training hours per employee. A vertical line connects the Reduce employee turnover objective to the performance metric Average employee tenure. Next is a box labeled Internal Processes with two strategic objectives: Improve delivery times and Reduce shipping errors. A vertical line connects the Improve delivery times objective to the performance metric Hours from ordered to delivered. A vertical line connects the Reduce shipping errors objective to the performance metric Number of erroneous shipments. Next is a box labeled Customer with one strategic objective: Delight the customer. Two vertical lines connect the Delight the customer objective to the performance metrics Percentage of customers who shop again and Online customer satisfaction rating. The last ox is labeled Financial with one strategic objective: Increase profits. Two vertical lines connect the Increase profits objective to the performance metrics Market share and Operating profit. To the right are three boxes with arrows. The top box has the label Performance Perspectives; it has an arrow that points to the labels in the four boxes. The middle box has the label Strategic Objectives; it has an arrow that points to the strategic pbjectives listed in each box. The bottom box has the label Performance Metrics; it has an arrow that points to the performance metrics at the bottom of each box. The strategic initiatives for Cordier Toys have been added to the illustration. These initiatives are shown in bubbles below the bubbles for the strategic objectives. In the Learning and Growth box, under the Train employees bjective is the strategic initiative Tie pay to training hurdles. In the Internal Processes box, under the Improve delivery times objective, is the strategic initiative Automate warehouse. A box labeled Strategic Initiatives has een added to the right of the illustration below the box for Strategic Objectives. It has an arrow that points to the strategic initiatives that have been added to the illustration. University Publishing Your first brainstorming session was with University Publishing Company. Your session resulted in the following items. Your task is to link the balanced scorecard elements to form a cohesive strategy for the company. Review each balanced Scorecard element. After determining the performance perspective (Financial, Customer, Internal Processes, or Learning and Growth), your first step should be to identify the Strategic Objectives. Use the selection list in the Element column to indicate strategic objective (SO) of the appropriate performance perspective. Your next steps are to identify the actions that will be taken to achieve these goals (Strategic Initiatives) and to define how progress will be measured (Performance Metrics). Use the selection list in the Element column to indicate strategic initiative (SI) or performance metric (PM). Determine the Strategic Objective to which the item is related by entering the balanced Scorecard item number. Remember, each Strategic Objective will have at least one Performance Metric. Also, a balanced Scorecard item can focus on only one performance perspective. For the perspectives not effected, select "n" in the remaining Element columns. Financial Customer Internal Processes Learning & Growth Strategic Objective Strategic Objective Strategic Objective Strategic Objective Balanced Scorecard Element Element Element Element 1. Retain large volume customers 2. Increase digital sales 3. Go digital campaign 4. Digital sales % of total revenue 5. Renewal rates of large volume customers 6. Partner with customers 7. Build packages which bundle products to provide total solution for user needs 8. Customer satisfaction surveys 9. Track total solution packages sold 10. Perfect quality 11. Improve product availability 12. Maximize use of existing, proven content 13. % Products achieving development deadlines Number of customer support tickets (for errors) per 14. product 15. Retain employees 16. Be experts in product development 17. Train employees in the latest software development methodology. Provide bonuses for successful Agile training completion 18. 19. Improve company benefit offering 20. Average length of employment for employees 21. Training bonuses paid z Cosmetics You also participated in a brainstorming session with Z Cosmetics resulted in the following items. Your next task is to determine the element type for each item. Use the selection list in the Element column to indicate strategic objective (SO), strategic initiative (SI) or performance metric (PM) for each performance perspective (Financial, Customer, Internal Processes, or Learning and Growth). For Performance Measures (PM) and Strategic Initiatives (SI), the Strategic Objective column will be used to indicate which Strategic Objective the Performance Measure or Strategic Initiative is related to. If no effects in "Element" select "n". If "Strategic Objective" does not require an entry, leave it blank. Financial Customer Internal Processes Learning & Growth Strategic Objective Strategic Objective Strategic Objective Strategic Objective Balanced Scorecard Element Element Element Element 1. Increase revenues 2. Increase asset utilization 3. Expand online offerings 4. Perform benchmarking studies for return on assets, inventory turnover, receiveables turnover 5. % Growth in sales 6. % Growth in online sales 7. Return on assets ratio 8. Increase market share 9. Customer satisfaction 10. Market studies of end user requirements 11. In store customer assistance program 12. Percentage of market share 13. % Customer satisfaction index 14. Decrease inventory flow interruptions 15. Fast delivery 16. Formalize order fulfillment procedures 17. Implement just-in-time inventory system 18. Inventory ratios 19. Order turnaround time 20. Improve employee product knowledge 21. Improve employee retention 22. Develop product training programs 23. Implement annual employee satisfaction survey 24. Conduct comparable salary studies 25. Percentage of employees completed product training J & S Ski Vacations Jim and Shelee, owners of J & S Ski Vacations, met with you about their ski resort. Your brainstorming session resulted in the following items. Your next task is determine the element type for each item. Use the selection list in the Element column to indicate strategic objective (SO), strategic initiative (SI) or performance metric (PM) for each performance perspective (Financial, Customer, Internal Processes, or Learning and Growth). For Performance Measures (PM) and Strategic Initiatives (SI), the Strategic Objective column will be used to indicate which Strategic Objective the Performance Measure or Strategic Initiative is related to. If no effects in "Element" select "n". If "Strategic Objective" does not require an entry, leave it blank. Financial Customer Internal Processes Learning & Growth Strategic Strategic Strategic Strategic Balanced Scorecard Element Objective Element Objective Element Objective Element Objective 1. Revenue growth of ski packages 2. Smooth earnings 3. Include mountain biking packages 4. % Growth in sales 5. Quarterly profit margin 6. Highly satisfied customers 7. Increase of ski location offerings 8. % of return customers 9. Customer feedback 10. Quality equipment rental offering 11. Develop relationship with top equipment suppliers 12. Equipment turnover 13. Equipment maintenance monitoring Have knowledgeable staff of local 14. businessses and restaurants 15. Become part of local business community Provide staff dinners from local 16. establishments 17. Partner with local businesses to provide discounts for resort customers 18. Feedback from staff dinners 19. Track coupons redeemed Buckeye Electric Taylor Consulting makes it a practice to stay involved with the client to help them stay on track to achieve their goals. A co-worker had completed the balanced Scorecard for Buckeye Electric six months ago. Your manager has instructed you to consult with Buckeye Electric management regarding any balanced scorecard item whose performance metric has achieved less than 50% of the target. Determine which Performance Metrics require a consultation. Also, indicate the Performance Perspective for each Performance Metric. This information is important because you will need to know which manager to contact. Consultation Required Performance Metrics Last Year Target Year to Date Performance Perspective 1. Revenue growth rate 14.0% 15.0% 14.6% 2. Utilization of asset rate 6.0% 12.0% 7.0% 3. Operating costs per customer $150 $125 $145 4. Customer satisfaction rating 80.0% 87.0% 90.0% 5. Problem resolution time 6 hr 3 hr 4 hr 6. Employee productivity rate 2.0% 3.0% 2.4% 7. Training hours in strategic skills training 10 hr 14 hr 13 hr 2.8 4.5 4.1 8. Employee satisfaction (5 point scale) 9. Leadership effectiveness ratio (5 point scale) 4.0 4.8 4.3
