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
|
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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
|
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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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