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.
Please refer to the attached file for the response.
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 ...
The expert uses the balanced scorecard at the USPS for the quality in practice.