Download - MA presentation slide finalized.ppsx
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S a l l y C h a u An n i s Au W i l s o n L e u n g J a c k K w a n S e r e n e C h a n
J o h n n y C h
P R E S E N T E R S :
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The 4
Perspectives
Supplementary
Aspects
ase Study
Advantages
isadvantages
!ecommendatio
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The 4 Perspectives
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our Perspectives
Organization
Financi
al
Learning &
Growth
InternalBusines
sProcess
Custoer
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Financial• !ow "o sharehol"ers #ercei$e the %r• 'hat are their %nancial goals
Custoer
• !ow well "oes the %r ser$e its targete"custoers
• !ow "o custoers #ercei$e the %r
BusinessProcess
• !ow well is the (usiness running• )oes "ail* o#eration su##ort
organizational goals
Learning& Growth
• !ow "oes the %r continue to learn an"i#ro$e to create $alue in the +uture
Sample Questions…
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"#$A$C#AL
P%!SP%CT#&%
Per'orma
nce,Pro%ta(ilit*
, Costcontrol
, Growth
Timely an"accurate
"ata
Financial,relate"
"ata Riskassessen
t Cost-beneftanal*sis
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C(ST)*%!
P%!SP%CT#&%Per+orance
Custoersatis+action
Custoerlo*alt*
-ar.etshare
-eet thecustoerexpectati
ons
!igh,/ualit*
ser$icesEcient in
#rocessingor"ers
On-time "eli$er*
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+(S#$%SS
P!)C%SSP%!SP%CT#&%Per+orance
Coreco#etencies
O#erationale0cellence
-oti$ation
)eli$erorganizational
missions
E1orts toe0cel
Technolog*
Sta1
moraleQuality #er+orance
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L%A!$#$, A$,!)WT-
P%!SP%CT#&%Per+orance
Technologicallea"ershi#
New#ro"uct"e$elo#ent
Continuous learning
o"e
-entoringCorporate
attitudes
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Supplementary
Aspects
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Recalling the 4 perspecti
ves…
Organization
Financial
Learning &
Growth
InternalBusines
s
Process
Custoer
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Financial
• !ow "o sharehol"ers #ercei$e the %r•
'hat are their %nancial goals
Custoer
• !ow well "oes the %r ser$e its targete"custoers
• !ow "o custoers #ercei$e the %r
BusinessProcess
• !ow well is the (usiness running• )oes "ail* o#eration su##ort
organizational goals
Learning& Growth
• !ow "oes the %r continue to learn an"i#ro$e to create $alue in the +uture
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orming a Detailed Analysis…
P e r
s # e c t i $
e
O(2ecti$es
-easures
TargetsInitiati$es
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Case Study:
Wells Fargo Bank
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a"o#te" Balance" Scorecar"since 3445s: improveoperational performance
ais at re"ucing o#erating costo+ ser$ing each custoer
se Study. Wells "argo +a
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Cost #ertransaction
Cost #er ser$icecall
Call length
Nu(er o+ ser$icecall
"inancialperspective
.
6uantitati$ea##roach in
easuring an"onitoring "i1erent
attri(utes
se Study. Wells "argo +a
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-onitoring transactiontie
Per+orance o+ online(an.ing
Pro#ortion o+ onlinetransactions
Customerperspective
.
Focus on custoers7con$enience
#ro$i"e" (* the sales
etho"s
se Study. Wells "argo +a
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8utoation o+ the call centre
-easuring the #ro#ortion o+sales that are +acilitate" (*autoation
-onitoring the nu(er o+custoer re#resentati$esa$aila(le
+usinessProcess
Perspective.
8"o#tion o+autoation in the
(usiness#rocesses
se Study. Wells "argo +a
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Advantages
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Advantages of Balanced Scor
ecard
• Full s#ectru o+ #er+orance• Not onl* +ocus on %nancial
easures
Balance"8ssesse
nt• Insights into e#lo*ee
e0#erience• 81ect e#lo*ee retention
E#lo*eeFocus
• Fro reacti$e to #roacti$e• Be in+ore" o+ #er+orance
tiel*Proacti$e
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Disadvantages
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Disadvantages of Balanced Scorecard
• training• hiring consultants• so+tware installation
-igh#nitialCost
• (usiness nature changes• change scorecar" +ro
tieto tie
(pdatesand
*aintenance
• little relations with#er+orance "ri$ers
• +ail to .ee# trac. o+acti$ities e0ecution
PoorLinkage
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There are flas to BS!" so are there any
recommendations to remedy the situati
on#
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ecommendations
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Recall the four supplementary t
ools…
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$%&ectives
O(2ecti$es
-easures
Targets
Initiati$es
!ule /. Keep the num0er o'strategic o01ectives to thecritical 'ew
!ule 2. +e speci3c
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O(2ecti$es
-easures
Targets
Initiati$es
!ule /. %nsure measures arecommonly de3nedenterprisewide
!ule 2. *ake sure metrics are actiona0le
'easures
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O(2ecti$es
-easures
Targets
Initiati$es
!ule /. Comparativeper'ormance goals
!ule 2. Time0ased
Targets
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O(2ecti$es
-easures
Targets
Initiati$es
!ule /. Linkage to thestrategy map
!ule 2. Prioriti5ation
(nitiatives
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! " A
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THANK YOU