Monday, March 30, 2015

17.0 Strategy Evaluation



Strategy evaluation is a very important process to check whether the strategies are implemented properly or not. For that purpose the balance scorecard of our strategies is;
Touch-Free Car Washing’s Balance Scoreboard
Financial
Actual
Target*
Responsibility
1.
Captured Market Share

2%
Owner/OM
2.
%age increase in the no. of cars serviced

0.5%
Owner/OM
3.
Total revenue

Rs. 650,000
Owner/OM
4.
Revenue growth

2%
Owner/OM
Customers
1.
Retaining Existing Customers

20%
Operation Manager
2.
Customer satisfaction with the quality of service

95%
Operation Manager
3.
Customer satisfaction with the convince

98%
Operation Manager
4.
Customer satisfaction with the customer service

95%
Operation Manager
Managers/Employees
1.
Employees Absenteeism

2%
Operation Manager
2.
Employees satisfaction and performance to pay criteria

90%
Owner
3.
Decrease employees turnover

5%
Operation Manager
Operation/Process
1.
Number of Plant Accidents

3
Plant Incharge
2.
Decrease the waiting time of customers

5%
Operation Manager
3.
Improvement in service quality

5%
Operation Manager
4.
Increase employee productivity

2%
Owner
Social Responsibility
1.
Decrease wastage of water

2%
Plant Incharge


* The target figures are given for the first three months. These targets will change for every quarter.

The strategy implementation will be checked every three months (Quarterly). Targets will be set before the period starts and it will be made sure that the targets are achieved in every quarter.  
Customer satisfaction will be measured by the forms those will be filled by the customers randomly. That will include questions about their satisfaction level about quality of service, convince and customer service.

Employees will be observed and asked about their work and performance to pay criteria. 

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