8/12/2019 BalancedScorecard Lodge

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BalancedScorecard

Measures

VisionFinancialGrowth

Balanced Scorecard

Assetutilization

ROA % increase

Long-Term Short-Term Measures Targets

IncreaseOrder Size

ImproveProductivity

AverageSale

% increase

Quantitiesproduced per

day% increase

CustomerIncreaseCustomer

Satisfaction

CustomerSatisfaction

% increase

IncreaseReferals

IncreaseFrequency

Referal Rate % increase

Frequency % increase

QualityReduce

Cycle TimeCycle Time % reduction

ReduceDefects

ReduceCosts

Parts perMillion

% reduction

Cost ofWaste &Rework

% reduction

Learning &Growth

IncreaseCore Skills

Training % increase

IncreaseSystems

Availability

System Un-availability

% reduction

Reduce CostCost ofProdn.

% Decrease

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8/12/2019 BalancedScorecard Lodge

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Strategic Themes

Build the Franchise

Increase Customer

Value

Achieve Operational

Excellence

Be a Good Corporate

Citizen

Grow Existing BusinessExpand, Deepen orRedefine Relationships Reduce Delay Public Trust

Create value Value-added Solutions Reduce Defects SafetyExpand into newproducts and services Reduce Variation Environment

Expand into newmarkets and customers Service Excellence Reduce Costs

Manage Suppliers

8/12/2019 BalancedScorecard Lodge

3/7

Growth

"Revenue or Sales Growth"

Productivity

Gross Profit/Labor Costs

Financial

Perspective

Customer

Perspective

Internal

Perspective

Learning

and Growth

Perspective

Product Leadership

Customer Intimacy

Improve Shareholder Value

Revenue

Growth

Build theFranchise

IncreaseCustomer Value

OperationalExcellence

VolumeGrowth

IncreaseCustomer

Value

ImproveCost

Structure

ImproveAsset

Utilization

StrategicCompetencies

StrategicTechnologies

Climate forAction

Motivated and Prepared Workforce

Be a GoodCorporate

Citizen

Product/Service Attributes Relationship Image

Operational Excellence

Price Customiz Just in Better Strong Trusted

Customer Value Proposition

8/12/2019 BalancedScorecard Lodge

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Notes

Overall objective - To replicate it globally

8/12/2019 BalancedScorecard Lodge

5/7

Vision World Class Leadership

Objectives Measures Targets Initiatives Results

Satisfy

Shareholders Increase Customers Number of Customers % increase

Increase Order Size Average Sale % increase

Increase Frequency Frequency of Sale % increase

Increase New Product Revenue

# New Products

% New Revenue % increase

Delight

Customers Increase Customer Satisfaction Customer Satisfaction % increase

Reduce Customer Complaints Complaints % reduction

Increase Referals Number of Referrals % increase

Increase Frequency Frequency of Sale % increase

Effective

Processes Reduce Cycle or Lead Time Cycle Time % reduction

Reduce Defects DPMO % reduction

Reduce Costs Cost of waste & rework % reduction

Motivated &

Prepared Increase Core Skills Training % increase

WorkforceReduce Employee Turnover Turnover % reduction

Increase Systems Availability Unavailability % reduction

8/12/2019 BalancedScorecard Lodge

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Metric DescriptionMonth

TargetMonth

YTD

TargetYTD

Average Sale Sales$ / #Sales

$61 $61 $61 $61$43 $36 $43 $36

Output Metric DescriptionMonth

TargetMonth

YTD

TargetYTD

61% 59% 61% 46%

30 35 30 35

Output Metric DescriptionMonth

TargetMonth

YTD

TargetYTD

Scrap

1%2.0%

1%2.0%

13.0% 14.0% 13.0% 22.0%

Output Metric DescriptionMonth

TargetMonth

YTD

TargetYTD

2.5% 0.0% 2.5% 0.0%

2.5% 0.0% 2.5% 0.0%

Key:Green: At or above target

Yellow:Missing target, but within sight

Red:Missing target by substantial margin

CUSTOMER

PROCESS

PEOPLE

BALANCED SCORECARDFINANCIAL

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Yellow Target %

90%90%

90%

30%

90%

110%

90%

90%