BSC Implementation the Strategic Goals of Maintaining

BSC Implementation

The strategic goals of maintaining the highest trained employees, improving customer satisfaction, and improving financial performance and growth are important for any organization to maintain market share in exceptionally competitive markets. Recruiting and providing continual training to employees equips them to listen to customers and help customers meet their goals and achievements. Improving customer satisfaction is a must to retain customers and build a customer base for growth. Improving financial performance and growth helps to maintain the market share of an organization and stay ahead of competitors.

The objectives of creating a customer liaison office, identifying customer needs, and aligning the organizational culture with customer needs work together and support each other because they are all about identifying and meeting the needs of the customer to improve customer satisfaction. The balance of resources does work with those objectives because it takes some resources to meet these objectives without taking away resources from other areas of business that still need resources to meet the customer needs. Increase in revenue and earnings per share do not really work with these in the respect to the strategic goals. They are actually the result of meeting the strategic goals.

The objective of creating a customer liaison office in order to learn more about customers, with the measurement of what changes are ideal in service provision, targeting the insurance of the company perspective of the changes in market needs by listening to customers, and acting on the hiring and recruitment of an officer to serve in the office and undertake surveys could be revised by using sales, return of products, and customer complaints to measure the effectiveness of the customer service and customer satisfaction. The target of listening to customers could use another objective of employee training in listening to customers and making recommendations to the company management on what customers are really wanting. This creates a greater team work in the respect of evaluating what the customer needs and preferences are. The objective of identification of customer needs could also use the measurement of the customer satisfaction surveys. The surveys could also ask customers what they would like to see in the way of service provision. The aligning of the organizational culture with customer needs could also include an objective of additional employee training of the organizational culture with the needs of the customer in mind. The purpose is to develop a customer needs and preference mindset in employees. Financial success depends on close attention to the core customers (Greenhalgh, 2004).

The objective of increasing revenue and earnings per share can be changed because they are actually the results of the other objectives. The increases in revenues and earnings per share can be used as benchmarks, but do not adequately work with the customer focus except when they are used as measurements. This objective could actually be changed to use the risk assessment measure and cost benefit analysis into the financial perspective (Balanced Scorecard Method). Risk assessment and cost benefit is necessary to ward of threats of risk and to ensure that the balance of resources maintains a cost benefit to the company.

The company would need to create a customer liaison office, train personnel to perform surveys and research for customer dissatisfaction, what the customer needs, what the customer preferences are, and identify future trends in the market place. This would identify customer needs and preferences in order to make operational changes to provide greater customer satisfaction. With greater customer satisfaction the revenues and growth would be greater. Aligning the organizational culture with customer needs would be done with employee training and measured by the number of customers satisfied in surveys, which creates satisfied customers, and the % of retained customers grows as well as increased revenue. The management would be required to train the employees with the organizational culture to have the customer's needs in mind and the customer liaison would measure that performance with survey results, with management measuring financial results in the end. The balance of resources would need to be done by management with the % of new customer as the measurement and targeting a 10% gain in new customers to determine the cost benefit analysis of the financial perspective.