ma presentation slide finalized.ppsx

8/17/2019 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



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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



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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



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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

ma presentation slide finalized.ppsx

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