BalancedScorecardPrinciples(中文)平衡计分卡.pptVIP

Customer Satisfaction measures come a step earlier in the cause effect chain and are a predictor of future financial results. Example of Indicators at the level of a business. Ranking in Customer Satisfaction Survey Sales closed/sales contacts Customer Rating Satisfied-customer index Number of customers Customer-loyalty index Market Share Cost/customer New Purchase Frequency (Customer Loyalty) Number of visits to customers Number of Complaints Marketing expenses Brand-image Index Average duration of customer relationship Annual sales/customer Average customer size Customers lost Customer visits to the company Average time spent on customer relations Average time from customer contact to sales response Customers/employee Service expense/customer/year Company’s share of customers’ purchases Frequency of contacts Repeat Order Rate Again a step earlier are measures of process performance. Examples of indicators at the level of a business Process Analysis Tool Score Average lead time Cost of administrative error/management revenues Reduction in Process Cycle Time Lead time, product development Contracts filed without error Number of Engineering Changes Lead time, from order to delivery Administrative expense/employee Capacity Utilisation Lead time, suppliers Emissions from production into the environment Order Response Time Lead times, production Environmental impact of product use Process Capability (Cpk) Average time for decision-making Partnership Inventory turnover Administrative expense/total revenues Improvement in productivity Processing time, outpayments IT capacity On-time delivery IT capacity/employee Change in IT inventory IT expense/administrative expense The cause effect chain begins with competencies. The Company should consider not only what it must do to maintain and develop the know-how required for understanding and satisfying customer needs, but also how it can sustain the necessary effi