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    Balanced Scorecard: Customer Service Perspective

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    Consider Walmart's mission and strategy from the perspective of its potential, prospective, and present customers. Identify objectives and measures relevant to that perspective. Reference their customers/clients/users/service recipients/whatever-you-wish-to-call-them, and then:

    Identify at least three objectives for the organization's customer service perspective and show how they relate to the mission, vision and strategy of the organization.
    For each objective, develop at least one meaningful performance measure (metric).
    For each objective, identify at least one expected level of performance (target).
    For each objective, identify at least one new action or program that needs to be developed to ensure successful implementation of the organization's strategy (initiative).

    Objective
    Measure
    Target
    Action

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    Solution Preview

    Please see the attachment.

    The Wal-Mart mission statement is: "We save people money so that they can live better"
    Customer perspective:
    Objective Measure Target Action
    Increase average customer size of Wal-Mart. Average customer size. Increase customer size by 5% every year for next five years. Provide a wider variety of products to ...

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