Balanced Scorecard Financial Market Share -- Gain

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 in the small coffee business and will be vital to maintaining retention. 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 develop, productivity and process improvements will be made on a regular basis with a Total Quality Management (TQM) approach in mind.

Operation Metrics -- operational metrics will be constructed to guide the business's operations. Some of the metrics that will be generated will be total orders per shift, per day, and per server as well as many others.

Learning

Employee Training -- each employee will be required to complete a comprehensive training program that will fine tune their coffee and customer service skills.

Ongoing Training -- In addition to the initial training program, employees will be encouraged to continue developing their skills in a wide variety of arenas.

Community Involvement -- The business and its representatives will learn how to maximize their involvement in the community and make the best use of time to promote the business on a local level.