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    The Customer Service Perspective

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    Please review this article, and then (in 2-3 pages) prepare your analysis of how these companies implemented the balanced scorecard and its apparent effects. Your analysis should be structured along the lines you've been using this far in these cases:

    Introduction: On what specific customer perspectives did each company focus, and what measures did each company use to ascertain how well it was meeting the goals implied by those specific perspectives?

    Analysis: In your opinion, are these measures truly "customer-centric" as described in the background reading by Barber? Why or why not? Defend your position. Use your readings to help you decide whether the improved performance was due to viewing the company from the perspective of their potential, prospective, and/or present customers.

    Conclusion: From the companies' point of view, do you think their effort to evaluate the business from the customer's perspective was the KEY contributor to improved performance? If so, defend your position. Or was another perspective more important? If so, which one was the KEY contributor? Defend your position.

    Evaluation: Identify at least one measure you would have included that they omitted. In other words, how could you have improved on their approach? Refer to the attachment for further reasearch

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    Solution Preview

    Each of the companies discussed in Robert S. Kaplan's article, A Balanced Scorecard Approach to Measure Customer Profitability, focus specifically on the customer perspective of customer profitability. Moreover, these companies used several measures in ascertaining how well they were meeting the goals implied by the perspective. Some of these metrics are percentage of unprofitable customers and dollars lost in unprofitable customer relationships.

    In my opinion these measures are truly customer-centric. This is so because detaching the focus on customer ...

    Solution Summary

    The solution examines the customer service perspective on different companies.