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Customer Perspective Balanced Scorecard
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?
As far as Hyde Park Electronics is concerned, they were concentrating on the quality of the product that was delivered to determine customer perspectives. The measures that were used to achieve these objectives were: manufacturing / labor efficiency and new product sales. In the case of Futura, they were focusing on customer perceptions about the product and services they were receiving. To measure this, they focused on randomly calling the customers and determining how employee retention affected the underlying quality of the product. While SGC, was concerned about the quality of orange juice that they were selling to retail customers. The way they analyzed how effective they were at meeting this goal was to focus on customer...
(Gumbus, 2006, pp. 407 -- 425)
Analysis: In your opinion, are these measures truly "customer-centric" as described in the background reading by Niven? 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.
Yes. The reason why is because all three companies focused on several different customer perspectives to include: product leadership, operational excellence and customer intimacy. This helped them to concentrate on the potential impact they could have in the marketplace and with customers. As, they examined the viewpoints of: each customer and what was most important to them. This is when they were able to address their specific needs. (Gumbus, 2006, pp. 407 -- 425) (Niven, 2011)
Conclusion: From the companies' point-of-view, do you think their…
Bibliography
Gumbus, A. (2006). Entrepreneurs Use a Balanced Scorecard. Journal of Small Business Management, 44 (3), 407 -- 425
Niven, P. (2011). EPM View. Retrieved from: http://www.epmreview.com/Resources/Articles/Customer-Perspective.html
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