Balanced Scorecard Financial

Market share -- gain fifty percent of the local market share within a three-year period.

Profitability -- break even within the first two years of operations and earn a $20,000 profit by the beginning of the fourth year.

Competitive Position -- establish the business as the "hometown" alternative of choice for premium coffee beverages and related goods through full participation in community events such as softball teams or fundraisers.

Customer retention or turnover -- positioning the business as the "local" alternative of choice will require a high rate of customer retention. Our goal is to have no less than ninety-five percent of our customers return to the business.

Customer satisfaction -- will be the highest priority...

Our business will shoot for a full one hundred percent customer satisfaction rate and will empower its employees to have the authority to take care of any issues on the spot.
Customer value -- our business value will be generated by the fact that it provides high quality products, provides a great atmosphere, as well as is locally owned and active in the local community.

Process

Process Performance -- our staff will be highly trained and be able to deliver high quality products and service in an efficient and effective manner. Our goal is to have each order prepared for the customer within ninety seconds of order entry.

Productivity or process improvements -- as the business continues to…