The balance score card of any company deals with the four perspectives financial , customer, learning and growth and internal business process. It includes various elements that defines the strategic objectives of the company along with the measures and initiatives. It helps in aligning of the activities of the business with the strategy and vision of the organization. Balance score card plays an important role in the success of the organization. It helps in creating awareness among the staff and employees of the organization about the organisation goal, mission and vision. Apple has a growth potential and depicts the highest standard of financial health and performance. The company depicts high liquidity and gives the company a high preference and sharp edge. The company majorly relies on the equity method of financing and is taking the optimal benefit of leverage ratio. Due the high financing, EPs of the company is low. The high equity financing is imposing heavy burdens of taxation on the company. Current ratio of the company is greater than 1 indicating that the total assets and total liabilities of the company. The company must prepare a sort of contingency plan to leverage the risk of fixed asset in near future. Balanced Scorecard Customer Section (Perspectives) Strategic Objective Measure Initiatives Targets Year 1 Year 2 Year 3 Financial Perspective Maximize the returns to shareholders Return on capital employed (ROCE) can be used to measure the returns of shareholders on their invested capital. To cut down the cost and increasing the margin for the overall increase in profit and in ROCE. 14% 14.5% 15% Manage operating costs Operating cost/ customer It must reduce the material and resource costs and by the cost reduction initiatives and cost cutting strategies. $140 $130 $115 Profitable growth The emphasis needs to be made on the revenue growth Increasing the quality of product to boost the sales and cut down of extra sale related expenses. 6% 8% 12% Balanced Scorecard Financial Section Strategic Objective Measure Initiatives Targets Year 1 Year 2 Year 3 Customer perspective Leading customer loyalty Rating of the customer satisfaction The company must conduct the customer loyalty program 75% 80% 85% Customer service excellence Rating of the customer satisfaction problem resolution time The company can implement some cross selling marketing program 90% 5 hour 93% 3 hour 95% 2 hour Improve the brand image Brand awareness score The company must start to expand the business and establish new electric plan in other country and improve product quality. 80% 83% 85% Balanced Scorecard Operations or Process Section Strategic Objective Measure Initiatives Targets Year 1 Year 2 Year 3 Internal processes perspective Growth of the business Revenues from the new services and percentage of the customers, who are serviced through the joint ventures and alliances It must develop the telecom infrastructure and research the alliance programs 5% 8% 11% Continuous public support Customer satisfaction (5 point scale) Reliability Index Preventive maintenance must be performed It must give time and resources for the benefits of the community 4.0 88/100 4.5 90/100 4.5 92/100 The organization must optimize core business Percentage of the capacity attained Employee productivity improvement Percentage of cost reduction The organization must use the maintenance benchmarking Shared service It must use the benchmarking and outsourcing initiatives 80% 3% 5% 85% 4% 6% 90% 5% 7% Balanced Scorecard Learning and Growth Section Strategic Objective Measure Initiatives Targets Year 1 Year 2 Year 3 Learning and Growth perspective Leading the satisfaction of the employees Employees satisfaction rating (5 point scale) The company must provide performance appraisal and compensation to the employees 4.0 5.0 6.0 The company needs to have the world class leadership The company must use the leadership effective ratio (5 point scale) The company must conduct leadership training program 3.5 4 4 The company has to make sure the market driven skills in the employees The company can use the strategic skill coverage ratio The company must use the competency profiling to identify the knowledge, skills and ability of the employees 60% 70% 80% CAN YOU DEFINE THE PROCESS FLOW AND DEPICT THE "AS IS" AND "SHOULD BE" PROCESS THAT HAS BEEN SELECTED TO SUPPORT THE STRATEGIC INITIATIVE OF GAINING MORE MARKET SHARE?