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Balanced Scorecard
Long-Term
Vision Financial Growth

Short-Term
Increase Customers Increase Order Size Increase Frequency New Revenue Increase Customer Satisfaction Increase Referals Increase Frequency

Measures
# of Customers Average Sale Frequency of Sale New Product Revenue

Targets
% increase

% increase

% increase

Balanced Scorecard Customer

% increase

Customer Satisfaction

% increase

Referal Rate

% increase

Frequency

% increase

Measures Quality Reduce Cycle Time Reduce Defects Reduce Costs Cycle Time % reduction

Parts per Million

Cost of Waste & Rework

% reduction

% reduction

Learning & Growth

Increase Core Skills Increase Systems Availability

Training

% increase

System Unavailability

% reduction

Strategic Themes Build the Franchise Grow Existing Business Create value Expand into new products and services Expand into new markets and customers Increase Customer Value Expand, Deepen or Redefine Relationships Value-added Solutions Achieve Operational Excellence Reduce Delay Reduce Defects Reduce Variation Service Excellence Reduce Costs Manage Suppliers Be a Good Corporate Citizen Public Trust Safety Environment

Growth "Revenue or Sales Growth" Financial Perspective Improve Shareholder Value

Productivity Gross Profit/Labor Costs

Revenue New Revenue Customer Perspective Product Leadership Customer Intimacy Operational Excellence Relationship Image FunctService RelationBrand Increase Customer Improve Cost Improve Asset

Customer Value Proposition Product/Service Attributes Price Quality Time

Internal Perspective Build the Franchise Increase Customer Value Operational Excellence Be a Good Corporate

Learning and Growth Perspective Motivated and Prepared Workforce Strategic Competencies Strategic Technologies Climate for Action

Vision World Class Leadership Objectives Satisfy Shareholders Increase Customers Increase Order Size Increase Frequency

Measures

Targets

Initiatives

Results

Number of Customers % increase Average Sale % increase % increase % increase

Frequency of Sale # New Products Increase New Product Revenue % New Revenue Delight Customers

Increase Customer Satisfaction Customer Satisfaction % increase Reduce Customer Complaints Increase Referals Increase Frequency Complaints Number of Referrals Frequency of Sale % reduction % increase % increase

Effective Processes

Reduce Cycle or Lead Time Reduce Defects Reduce Costs

Cycle Time DPMO

% reduction % reduction

Cost of waste & rework % reduction

Motivated & Prepared Workforce

Increase Core Skills Reduce Employee Turnover Increase Systems Availability

Training Turnover Unavailability

% increase % reduction % reduction

BALANCED SCORECARD
FINANCIAL
Metric Average Sale Description
Sales$ / #Sales

Month Target

Month

YTD Target

YTD

$61 $43
Month Target

$61 $36
Month

$61 $43
YTD Target

$61 $36
YTD

CUSTOMER
Output Metric Description

61% 30 PROCESS
Output Metric Scrap Description
Month Target

59% 35
Month

61% 30
YTD Target

46% 35
YTD

1% 13.0%
Description
Month Target

2.0% 14.0%
Month

1% 13.0%
YTD Target

2.0% 22.0%
YTD

PEOPLE
Output Metric

2.5% 2.5%
Key: Green: At or above target Yellow: Missing target, but within sight Red: Missing target by substantial margin

0.0% 0.0%

2.5% 2.5%

0.0% 0.0%

Yellow Target % 90% 90%

90% 30%

90% 110%

90% 90%