How To Build A Bsc c5z24

Identify Potential Stakeholder Segments

9 Reassess Strategy (strategy audit)

1 Select Stakeholder Strategies (focus/intent)

1a Strategic Weights

8 Improve Critical Processes (process management

5 Link to Internal Processes (core competancies)

2 Identify Target Segments' Requirements (CSF's)

2a Stakeholder Importance Weights

7 Establish Metrics and Set Goals (BSC)

6 Establish Process Improvement Priorities (internal perspective)

3 Detrmine Performance Gaps (relatiive/absolute)

3a Performance Scores

4 Set Improvement Priorities (external perspective)

©2000 Arthur M. Schneiderman All Rights Reserved.

Figure 1

Need for Improvement 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

Improvement Priority 3 3 0 1 0 9 9 1 1 0 9 1 0 9 3 0 9 3 0 0 1 0

Weighted Importance

©2000 Arthur M. Schneiderman All Rights Reserved. Durability Serviceability

Selling Price Ownership Costs

Leadtime Minimum Order Size

Delivery Responsiveness

G G F G F H F H

H

H G G F

G H

F H 0

Reliability

F

Reputation

Willingness to Partner

Conformance to Specifications

F

1

H

Service

0

Aesthetics

G

0

H

Availability

3

H 9

F

0

F

3

H

Cost

9

0.0 0

Customer Intimacy

Quality

1

H

9

F

0

F

1

0.0

Fitness for Latent Needs

Features

1

Product Leadership

9

H

9

H

0

Fitness for Use

1.0

1

0

3

Specifications

Operational Excellence

STRATEGY WEIGHT

Strategy to Requirements

3

Customer Strategies

Key Customer Requirements Relationship

G

Figure 2

F G G H

0 H F F G H G H

1 F

F G H

Durability

1 F G H F G G

Servicability

1 F F F G

SellingPrices

9 F F

Responsiveness

W illingnesstoPartner Reputation

Initial P riority

O rganizational D ifficulty

P rocessIm provem ent P riority

P rincipal M etric(1yeargoal)

©2000 Arthur M. Schneiderman All Rights Reserved. 0 G F

1 H F

F

F H G G

9 G F F H H

3 F H F G H

9 G H F F H

3 F F G H

G

Integrated Logistics

Performance Monitoring

Post-Sales Service

Order Management

Manufacturing

Customer Requirements Identific

Customer Acquisition

Product Development

G

F G

G

Asset Management

G

H F

H F

G H

H H

H G

F G

H F G

F H H G F

G H G H

G H G H

Planning and Resource Allocation

Human Resources Management

Information Management H

Planning Cycle Completed by 1/1 1 57 57 (Yes)

F

G

205

F

H

M anagem ent

On Tim e Pe rfo rm ance Re vie ws (98%205 ) 1

H

G

175 1 175

H

G

G

Inventory Turns (25 days)

F

F

1 141

H

9

% S co re cards Co mple te On Tim e (85% ) 141

Delivery

O perational

Quarterly Closing Time (2 days) 155 1 155

Leadtim e

H

H

1 75

M inim umO rderSize

1

Response Cycle Time (24 hours) 75

O w nershipCosts

1 74

Relationship F

H

G

74

Service

F

3

H

On Time to CRD (50% )

Availability 9

Reliability

F

234 1 234

Cost

3

H

% Suppliers Certified (80% )

Q uality

Specifications

FitnessforU se

F

Manufacturing Cycle Time (2 days) 466 1 466

Conform ancetoSpecifications

% First Submittal Acceptance (75% 249)1 249

Aesthetics

% Salesforce receiving NP training 178 1 178

FitnessforLatentN eeds

Planned Milestones Met (95% )177 1 177

Features

Improvement Priori

Key Customer Requirements

R equirem entstoP rocesses K eyB usinessP rocesses

G

F

H

G

F

Figure 3