TAHAPAN PENYUSUNAN BSC MODEL
TAHAPAN PENYUSUNAN
BSC MODEL
BSC ConceptBSC Role
COMPANY BIG PROCESSES
Output
Memperluas perspektif dalam proses identifikasi dan
formulasi
Menjadikan Strategic Objectives
Comprehensive & Coherent
Menjadikan Anggaran Comprehensive
& Coherent
Menjadikan Program Kerja
Comprehensive & Coherent
Memperluas perspektif yang diukur, memudahkan
komunikasi, pelaksanaan, monitoring, dan lesson
learned
Mission, Vision, Core Values, Core Beliefs, Goals, Strategy
Strategic Objectives, Measures, Target, Strategic Initiatives
Programs (Program Kerja - Rencana Jangka Panjang)
Budget (Anggaran - Rencana Jangka Pendek 1 tahun)
Pelaksanaan Rencana: Target tercapai atau tidak ..
Umpan Balik, Lesson Learned
BSC Links Vision and Strategy to Employees’ Everyday Actions
BALANCED SCORECARDTranslate, Focus and Align
STRATEGIC INITIATIVESWhat are the priorities
MISSIONWhy we exist
VALUES & BELIEFSWhat’s important to us
VISIONWhat we want to be
STRATEGYOur game plan
STRATEGIC OUTCOMES
SatisfiedSHAREHOLDERS
Delighted CUSTOMERS
Efficient and EffectivePROCESSES
Motivated & PreparedWORKFORCE
EMPOWERMENT / PERSONAL OBJECTIVESWhat I need to do
TOTAL QUALITY MANAGEMENTWhat we must improve
FrameworkStrategic Planning with BSC
Measures &Targets
BSC Perspectives Model
BSC Concept
The Popular Furniture
Malls Stakeholders
Balance Sheet
Risk of bad quality products and services
Strategic Planning with BSC
Customer
Management Processes
Solution DevelopmentCustomer ServiceRelationshipManagementAdvisory Services
Innovation
Processes
InventionProduct DevelopmentExploitation (speed to market)
Operational
Processes
Supply Chain ManagementOperations Efficiency: Cost, Quality, Cycle timeCapacity Management
STRATEGY
PRODUCT LEADERSHIP
CUSTOMER INTIMACY
OPERATIONAL EXCELLENCE
Strategic Planning with BSCCustomer Value Proposition
Unique products and Services that “push the envelope”
Product Leadership Strategy
Product/Service Attributes
Time Functionality
Relationship Image
Brand
“The BestProduct”
DifferentiatorBasicRequirement
Strategic Planning with BSCCustomer Value Proposition
Personal service tailored to produce results for customer
and build long-term relationships
Customer Intimacy Strategy
Product/Service Attributes Relationship
Service
Image
Relationship Brand
“Trusted Brand”
DifferentiatorBasicRequirement
Strategic Planning with BSCCustomer Value Proposition
Operational Excellence Strategy
Product/Service Attributes
Quality Time Selection
Relationship
Price
Image
Brand
Quality and selection in key categories with unbeatle prices
“Smart Shopper”
DifferentiatorBasicRequirement
Strategic Planning with BSCCustomer Value Proposition
Strategic Planning with BSC
Customer Value Proposition for Popular Furniture Malls?
“Trusted, friendly, convenient and affordable”
Quality furniture
Customer Intimacy Strategy
Product/Service Attributes Relationship
Service
Image
Relationship Brand
“Trusted Brand”
Friendly and welcoming staff, Available and knowledgeable staff, Professional service and complaint handling, Easy parking, Delivery within 24 hrs, Fast credit approval, Affordable financing
Strategic Planning with BSC
Strategic Planning with BSCPopular Furniture Malls, Singapore
Strategy: Revenue Growth & Productivity with Customer Intimacy
Strategic Objectives in Financial Perspective :
Maximize Financial Returns
Increase Revenue Growth
Reduce Admin Cost
Increase Productivity
Maintain Profit Margin
Increase Cust. Val. Prop (CVP)
Reduce Avg W/H Value
Increase New Revenue Sources
Improve Asset Utilization
Improve Cost Structure
Increase Market Share
Increase Price
Strategic Planning with BSC
Strategy: Revenue Growth & Productivity with Customer Intimacyakrab
Strategic Objectives in Customer Perspective :
“Trusted, friendly, convenient and affordable”
Available and knowledgeable staff
Popular Model Only
Professional service and complaint handling
Easy Parking
Delivery within 24 hrs
Fast credit approval
Quality Furniture
Affordable Financing
Popular Furniture Malls, Singapore
Friendly and welcoming staff
Strategic Planning with BSC
Cause Effect Diagram in Financial and Customer Perspectives :
“Trusted, friendly, convenient and affordable” Popular Model Only
Popular Furniture Malls, Singapore
Maximize Financial Returns
Increase Revenue Growth
Reduce Admin Cost
Productivity
Maintain Profit Margin
Increase Cust. Val. Prop (CVP)
Reduce Avg W/H Value
Increase New Revenue Sources
Improve Asset Utilization
Improve Cost Structure
Increase Market Share
Increase Price
FI
CU
Strategic Map
Sufficient staff in shop at all times
Deliver the right products to the right
address within 18 hrs
Handle all complaints on the spot
No item in selection at over 250$ a month financing
Handle credit requests in 10
minutes
Keep quality complaints at minimum
4 week selection turn-over max.
Reduce no. of items in selectionAlways a free parking spot
All staff members through Basic Sales Training
All staff members through Selection Training Reduce number of admin employees
Using Technology to improve process effectivenessAll staff members through SWA Operating Training
IP
LG
“Trusted, friendly, convenient and affordable”
Available and knowledgeable staff
Popular Model Only
Professional service and
complaint handling
Easy Parking
Delivery within 24 hrsFast credit approvalQuality FurnitureAffordable Financing
Friendly and welcoming staffCU
Maximize Financial Returns
Increase Revenue Growth
Reduce Admin Cost
Productivity
Maintain Profit Margin
Increase Cust. Val. Prop (CVP)
Reduce Avg W/H Value
Increase New Revenue Sources
Improve Asset UtilizationImprove Cost Structure
Increase Market Share Increase Price
FI
Strategic Objectives & Measures
Strategic Planning with BSC
Strategic Objectives Measures
FI Maximize Financial Returns Revenue Growth Increase New Revenue Sources Increase Market Share Increase CVP Increase Price Maintain Profit Margin Productivity Improve Cost Structure Reduce Admin Cost Improve Asset Utilization Reduce Average Warehouse Value
IRR, NPVROCE Revenue Growth (%) Market Share (%) PriceGrowth (%) Profit Margin (%)
Admin Cost ($) Average Warehouse Value ($)
Strategic Planning with BSC
Strategic Objectives Measures
CU “Trusted, friendly, convenient and affordable” Friendly and welcoming staff Available and knowledgeable staff Professional service & complaint handling Easy parking Delivery within 24 hrs Fast credit approval Quality furniture Affordable financing
Popular Models Only
Customer Staff Friendlyness Rating (%) Customer Staff Availabity Rating (%) Customer Staff Knowledge Index (%) Customer Service Level Index (%) Customer Parking Availability Index (%) Customer Delivery Rating (%) Customer Credit Approval Rating (%) Customer Furniture Quality Rating (%) Customer Financing Rating (%) Customer Selection Rating (%)
Strategic Objectives & Measures
Strategic Planning with BSC
Strategic Objectives
Measures
IP Sufficient staff in shop at all timesHandle all complaints on the spot Always a free parking spot Deliver the right products to the right address within 18 hrs Handle credit requests in 10 minutes Keep quality complaints at minimumNo item in selection at over 250$ a month financing4 week selection turn-over max. Reduce no of un-pop. of items in selection
Staff in Shop (#.)Complaint Handled on the spot (%)Hours with no parking spot available (hours)No. of products deliver more than 18 hrs (#) Credit Request Handled in 10 minutes (%)Quality complaint per 100 purchases (#)Items with more than $250 per month financing (#)No. of items above 4 week turn-over limit (#)No. of un-pop items in selections (#)
Strategic Objectives & Measures
Strategic Planning with BSC
Strategic Objectives MeasuresLG All staff members through Basic Sales
TrainingAll staff members through Selection Training
Reduce number of admin employees Using Technology to improve process effectivenessAll staff members through SWA Operating Training
Percentage of employees with Basic Sales Training Certificate (%)Percentage of employees with current Selection Certificate (%)Number of Admin Employees (#) Percentage of Overhead Cost Reduction (%)Cost Effectiveness (%)Percentage of employees with SWA Certificate
Strategic Objectives & Measures
Note: SWA = Store Workflow Automation
Strategic Planning with BSC
Strategic Objectives InitiativesFI idem --
CU “Trusted, friendly, convenient and affordable” Friendly and welcoming staff Available and knowledgeable staff Professional service & complaint handling Easy parking Delivery within 24 hrs Fast credit approval Quality furniture Affordable financing
Popular Models Only
Image Building Program“Trusted, friendly, convenient, affordable and popular furniture”
Strategic Objectives & Initiatives
Strategic Planning with BSC
Strategic Objectives InitiativesFI idem --
CU idem --
IP Sufficient staff in shop at all timesHandle all complaints on the spot Always a free parking spot Deliver the right products to the right address within 18 hrs Handle credit requests in 10 minutes Keep quality complaints at minimumNo item in selection at over 250$ a month 4 week selection turn-over max. Reduce no. of items in selection
Improve Store Floor Procedure and Schedule
Set Up On the Spot Complaint Procedure Park Area Re-arrangement Improve Delivery Processes Set Up Financing Network
Set Up Selection Rules and Procedure
Strategic Objectives & Initiatives
Strategic Planning with BSC
Strategic Objectives InitiativesFI idem --
CU idem --
IP idem idem
LG All staff members through basic sales trainingAll staff members through selection trainingUsing Technology to increase process efectivenessReduce number of admin employees
Basic Sales Training for all employees Selection Training for all employees Acquire and Install SWA SWA Operating Training for all employees Move several admin employees to
Customer Services.
Strategic Objectives & Initiatives
Strategic Planning with BSCFrom Intiatives to Programs and
Budget
Meet cash flow plan
Leader in ROCE
Premium pricing through
differentiation
Profit leader (margin)
Fair price for value
Perfect Order Fulfillment
Win-win alliances
Anticipate market needs
Products are easy to sell
Both make money
Easy to do business with
Effective customer admin.
On time
On spec first time
As ordered
Documented & invoiced properly
No returns due to damages
Willing & able to pay on time
Maximize volume:balance profitable growth with
asset utilization
Skilled & focused people
Optimize refinery profitability
Win-win refinery relationships
Strategic supply alliances
Continuously improve strategies
Best-in-class sales
Best-in-class distribution network
Cost-effective production
Cost-Effective Supplier
Efficient & fully utilized assets
Trusted brand image
Maintain the level of costs appropriate to
support differentiation
Change the culture
Empowerment Team building Demonstrate support for change
Develop strategic skills and competencies
Job gap analysisCross-functional
exposure
Information technology availability
Best practices Experience capture
FinancialPerspective
CustomerPerspective
InternalPerspective
Learning & Growth
Build the brand Customer driven product development
BSC communicates to each unit, team, and individual should be able to articulate exactly how they contribute
I make my contribution
here
Everyone contributes here