Purchase Solution

Balanced Scorecard: Customer Service Perspective

Not what you're looking for?

Ask Custom Question

(Show metrics and references)
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

Purchase this Solution
Solution Summary

This response presents a brilliant discussion on The Customer Service Perspective

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 ...

Solution provided by:
Hatim Baxamusa, MBA
Education
  • BSc , University of Calcutta
  • MBA, Eastern Institute for Integrated Learning in Management
Recent Feedback
  • "I read your comments, and thank you for this feedback. Do I need to find other studies that applied this methodology Ive used? That's where I'm stuck at."
  • "Thank you kindly sir. "
  • "Excellent and well explained. --Thank you kindly. "
  • "Awesome notes. I appreciate you."
  • "I have the follow-up project and I will assign that to you very soon. "
Purchase this Solution
Free BrainMass Quizzes
Transformational Leadership

This quiz covers the topic of transformational leadership. Specifically, this quiz covers the theories proposed by James MacGregor Burns and Bernard Bass. Students familiar with transformational leadership should easily be able to answer the questions detailed below.

Change and Resistance within Organizations

This quiz intended to help students understand change and resistance in organizations

Basics of corporate finance

These questions will test you on your knowledge of finance.

Understanding Management

This quiz will help you understand the dimensions of employee diversity as well as how to manage a culturally diverse workforce.

Organizational Leadership Quiz

This quiz prepares a person to do well when it comes to studying organizational leadership in their studies.

View More Free Quizzes
Related BrainMass Solutions

  • Balanced Score Card

    For the performance measure under balanced scorecard the telecom industry would be chosen. Balanced scorecard Categories & Performance Measures Financial Perspective - The first category of balanced scorecard is financial perspective.

  • performance measures

    To provide fast, courteous service. Balanced Scorecard: customer perspective 2. To manage the inventory of food carefully: Balanced Scorecard: Internal business perspective 3. To have repeat customers.

  • The Balanced Scorecard: Measure that drives performance

    Step 3 The balanced scorecard works because it prepares four perspectives. The four perspectives are financial perspective, customer perspective, internal business perspective, and innovation and learning perspective.

  • Balance Scorecard

    costs Profitability Competitive position Customer Value Perspective, includes strategic objectives in areas such as: Customer retention or turnover Customer satisfaction Customer value Process or Internal Operations Perspective,

  • Balanced Scorecard Perspectives

    Also, two other companies balanced scorecard are presented and compared.

  • Balanced Scorecard

    As opposed to Return on capital employed, the balanced scorecard didn't just focus on the financial perspective.

  • Financial Perspective

    292178 Financial Perspective Please I need help with the following: Referring to the application of the Balanced Scorecard with a close look at the financial perspective and with an assessment of the use of the balanced scorecard in Saatchi & Saatchi

  • the financial perspective and the customer perspective

    469812 Interactive project In Module 1, we begin our application of the Balanced Scorecard with a close look at the financial perspective.

  • The Master Budget Scorecard

    Four key criteria: A balanced scorecard contains four criteria that include financial perspective, customer perspective, internal process perspective, and learning and growth perspective.

  • Concept of Balanced Scorecard

    Measurement of relationships with customers and retailers for measuring customer perspective of Balanced Scorecard ? Measurement of supply chain effectives for measuring internal business processes of Balance Scorecard ?

View More Related Solutions