平衡计分卡An Introduction to Balanced Socrecard.pptVIP

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平衡计分卡An Introduction to Balanced Socrecard.ppt

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平衡计分卡An Introduction to Balanced Socrecard

TelcoSupp’s BSC measures and accountabilities Objectives Financial Deliver sustainable growth in profitability Maximise shareholder value. Agreed Measure(s) Operative profit on turnover. ROCE. EVA. Ensure financial independence by funding future growth and initiatives internally. Cash flow Accountability Financial Director Financial Director Financial Director Business Partners Objectives Market Share Index (aggregate segments) Customers’ supplier evaluations. Customer surveys (includes a preferred supplier assessment.) Number of customers contributing 5% of turnover over total customers Increase market share. Broaden customer base. Improve service quality to exceed customer expectations. Build long term customer partnerships. Pursue strategic alliances to enable us in our market. Actively support Southern African development. Market share in specific business segments (as measured in the Market Share Index) Value of business via Black Economic Empowerment companies. IPP credits. % purchase volume via frame agreements Build long term supplier relationships Agreed Measure Marketing Director Marketing Director Marketing Director Marketing Director Financial Director Financial Director Accountability Customers Allian-ces Supp-liers Comm-uniry TelcoSupp’s BSC measures and accountabilities (cont.) Internal Be the industry benchmark by any measure. Become a Centre of Competence. Develop a balanced relationship with the parent company. Objectives Refer to Quality Measurement System. Number of significant centres of competence. Proportion of own business versus commission business Invest in the right projects to ensure our future Net present value of all project business cases to be implemented Agreed Measure Operations Director CEO CEO Executive Accountability Marketing Director Organisational Learning Objectives Staff turnover Number of unfilled positions Training and education expenditure as % of payroll. Refer to Quality Measurement System. Attract and retain approp