Purchase Solution

Quality in Practice: Using the Balanced Scorecard at the USPS

Not what you're looking for?

Ask Custom Question

Quality in Practice: Using the Balanced Scorecard at the USPS. discuss "Key issues for discussion" questions on page 404. Also, note what are some of the advantages and disadvantages of using a Balanced Scorecard approach.

1. Explain how the voice of the employee supports improved internal processes (Voice of the Business), and how the Voice of the Business supports customer satisfaction (Voice of the Customer)
2. While Figure 8.14 shows only representative measures associated with the balanced scorecard, suggest some other measures that might be included, using you knowledge of postal operations.

Attachments
Purchase this Solution
Solution Summary

The expert uses the balanced scorecard at the USPS for the quality in practice.

Solution Preview

Please refer to the attached file for the response.

BALANCED SCORECARD

How the voice of the employee supports improved internal processes (Voice of the Business), and how the Voice of the Business supports customer satisfaction (Voice of the Customer)

The case at hand indicates only two components in its Balanced Scorecard - the internal perspective (through the voice of the employees) and the customer perspective (through the voice of the customers).
The employees are relied on by the company to be able to attain operational effectiveness and efficiency. These are in the form of productivity that would be manifested by the number of mails facilitated and the number of customers served. Expectedly, productive employees would bring about highest level of productivity as indicated by the number of mails facilitated and the number of customers served. It is also manifested by the speed of delivery and accuracy of both delivery and billing. Accurate delivery would mean the right mail for the right person. Accurate billing would mean the right amount for the right mail and for the right ...

Solution provided by:
Elisa Valdez, PhD
Education
  • Bachelor of Science in Business Administration, University of the Philippines
  • Master in Business Administration, Saint Mary's University
  • Doctor of Philosophy in Education, University of the Philippines
  • Doctor in Business Adminstration (IP), Polytechnic University of the Philippines
Recent Feedback
  • "Excellent information thanks for the input"
  • "Thank you"
  • "Very thorough and informative. Thank you."
  • "Good response. Very detailed"
  • "This solution is excellent. Thank you"
Purchase this Solution
Free BrainMass Quizzes
Six Sigma for Process Improvement

A high level understanding of Six Sigma and what it is all about. This just gives you a glimpse of Six Sigma which entails more in-depth knowledge of processes and techniques.

Organizational Behavior (OB)

The organizational behavior (OB) quiz will help you better understand organizational behavior through the lens of managers including workforce diversity.

Organizational Leadership Quiz

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

Balance Sheet

The Fundamental Classified Balance Sheet. What to know to make it easy.

Accounting: Statement of Cash flows

This quiz tests your knowledge of the components of the statements of cash flows and the methods used to determine cash flows.

View More Free Quizzes
Related BrainMass Solutions

  • Walmart

    As the name suggests balanced scorecard gives you a balanced evaluation of an enterprise. Earlier the businesses were evaluated using only financial indicators.

  • Managing Quality

    442592 Managing Quality Paper Read the Case Study in chapter eight in the text Page 402-404: ââ?¬Å"Quality in Practice: Using the Balanced Scorecard at the USPSââ?¬Â?. In a 2-3 page paper, respond to the ââ?¬Å"Key issues for discussionââ?¬Â?

  • Strategic Plan for the United States Postal Service

    In this paper we have suggested strategic plan for USPS on the basis of internal and external environmental analysis. We have also suggested balanced scorecard for the implementation of the strategy. 2.

  • Compare and contrast the balanced scorecard

    540817 Compare and contrast the balanced scorecard Compare and contrast the balanced scorecard utilized by the British Airport Authority (BAA) at Heathrow Airport's Terminal 5 project with the standard quadrants typically applied in a traditional BSC

  • Duke Children's Hospital Implementing the Balanced Scorecard

    Hence, Duke Children's Hospital did a good job in designing and using its balanced scorecard. The success of the pilot project was so great that DCH implemented customized scorecard templates in all areas across the hospital.

  • Benchmarking in Quality Management

    I would then develop standard operating procedures based on the best in class hospital that I have chosen, implement and monitor progress Using a fake balanced scorecard, assess your organizations goals with the established benchmarks.

  • Strategic Planning Versus Humanistic Management

    The Balanced Scorecard theory have already been practiced in the past when companies measure customer satisfaction, market shares, product and service quality and other non-financial indicators.

  • Business Analysis of Duke Children's Hospital

    In using the balanced scorecard, the reaction of employees was positive that enhanced their satisfaction level to work effectively in the hospital.

  • Strategy Map/ BALANCED SCORECARD

    Using the results from the data, explain what the balanced scorecard summary is illustrating about the current operations within your department or healthcare organization.

View More Related Solutions