Balanced Scorecard
Aspect of Company Performance
Factors to be Considered
Organizational Goal
Actual Performance
Gaps
Financial
Quarterly Profit Results
Return on Capital Employed
$5,000
$4,000
$6,000
$1,500
Quarterly Profits Results actual performance is $6,000 versus the goal of $5,000. Return on Capital Employed actual performance $1,500 versus organizational $4,000.
Customer
Customer Satisfaction Rate
Customer Recommendation Rate (rate of new business generated by recommendations from existing customers)
95%
80%
95%
100%
Customer Satisfaction Rate met its goal at 95%. Customer Recommendation Rate was higher than anticipated (100% vs. 80%).
Internal Processes
Duplicate Activities Across Functions (percent of the activities completed that are duplicated in another function)
Process Bottlenecks (percent of the process that becomes bottlenecked in an average run cycle)
25%
15%
20%
15%
Duplicate Activities Across Functions were lower than (20% vs. 25%) and while Bottlenecks process automation met its goal at 15%.
People
Innovation
Growth Assets
Employee Turnover
Employee Job Satisfaction
25%
90%
0%
50%
Employee Turnover were lower than anticipated (0% vs. 25%), and Employee Job Satisfaction were lower than anticipated (50% vs. 90%).
Financial
Since the actual performance on the financial measures was higher than expected, Spinner Pet Sitter should be congratulated. The business should use its excess capital of $1,000 to reinvest. The business can automate different methods to raise the Return on Capital Employed. For example, charging more for services, investing in treadmills or opening up a kennel.
Customer
Since both customer measures met their goal and were higher than expected, the company is to be congratulated for its success in maintaining the quality customer services performed. This supports the ideas of raising prices on the some services; if customers are happier than expected and continue to use Spinners Pet Sitter services, a small increase in prices may keep these measures
