The Mohsin Consulting Group (MCG) helps companies build balanced scorecards. As part of its marketing efforts, MCG conducts an annual balanced scorecard workshop for prospective clients. As MCG's newest employee and student of Executive MBA at LUMS, your boss has provided you with the excerpts below from the annual reports of two current MCG clients. She has asked you to use these excerpts to design draft balanced scorecards for these companies.

Excerpt from MCB' annual report:

VISION

To be the leading financial services provider, partnering with our customers for a more prosperous and secure future

MISSION

We are a team of committed professionals, providing innovative and efficient financial solutions to make and nurture long-term relationships with our customers. In doing so, we ensure that our shareholders can invest with confidence in us.

STRATEGIC OBJECTIVES

-Delivering remarkable returns to stakeholders, sustainable performance, exceeding market and shareholder expectations

-Providing value added services through operational expansion, geography and upgraded system

-Building a corporate culture of equality, trust and team spirit as we remain dedicated to being a socially responsible organization

Excerpt from Allied Bank's annual report:

VISION

To become a dynamic and efficient bank providing integrated solutions in order to be the first choice bank for the customers.

MISSION

To provide value added services to our customers

To provide high tech innovative solutions to meet customers' requirements

To create sustainable value through growth, efficiency and diversity for all stakeholders

To provide a challenging work environment and reward dedicatedteam members according to their abilities andperformance

To play a proactive role in contributing towards the society

STRATEGIC OBJECTIVES

-Enhancing brand image and creating shareholders' value through sustainable performance, while optimizing return against acceptable risk appetite.

-Augmenting financial inclusion of unbanked population through innovative and diversified technologies, building customers' confidence through convenient delivery channels and product designs.

-Continuous re-engineering of policies, procedures, SOPs, SLAs and TATs, ensuring operational efficiencies through effective management of key resources.

-Instilling a culture of ethics and responsibility among human resource and becoming an 'Employer of Choice' for the Top Professionals.

Required:

1. Suggest balanced scorecard measures (1-3 measures for each perspective) for each company. Link the scorecard measures using the framework (for an unrelated company) presented below. There should be causal links between the performance measures.

2. What hypotheses are built into each balanced scorecard? (Provide 5-6 hypothesis for each company relating the measures you chose to each other) [examples of hypothesis for that unrelated company are also given below]

Umair Destination Resorts

Customer

The hypotheses underlying the balanced scorecards are indicated by the arrows in each diagram. Reading from the bottom of each balanced scorecard, the hypotheses are:

Umair Destination Resort

• If the employee turnover decreases, then the percentage of error-free repeat customer check-ins and room cleanliness will increase and the average time to resolve customer complaints will decrease.
• If the number of employees receiving database training increases, then the percentage of error-free repeat customer check-ins will increase.
• If employee morale increases, then the percentage of error-free repeat customer check-ins and room cleanliness will increase and the average time to resolve customer complaints will decrease.
• If the percentage of error-free repeat customer check-ins increases, then the number of repeat customers will increase.
• If the room cleanliness increases, then the number of repeat customers will increase.
• If the average time to resolve customer complaints decreases, then the number of repeat customers will increase.
• If the number of repeat customers increases, then sales will increase.