BSC Flexibility and the Customer Perspective (SLP2)

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For Module 2, consider your organization’s mission and strategy from the
perspective of its potential, prospective, and present customers. In
this section of the assignment you’ll begin to identify objectives and
measures relevant to that perspective.

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Once you’re reasonably clear on
what’s involved, think about your organization and its
recipients/whatever-you-wish-to-call-them, and then:

  • Identify at least three objectives for the organization’s customer service perspective and show how they relate to the mission, vision and strategy of the organization.
  • For each objective, develop at least one meaningful performance measure (metric).
  • For each objective, identify at least one expected level of performance (target).
  • For each objective, identify at least one new action or program that
    needs to be developed to ensure successful implementation of the
    organization’s strategy (initiative).
  • Comment briefly on the relationships of the customer service
    objectives that you’ve identified here to the financial objectives that
    you identified in the Module 1 SLP assignment. How do they help to
    fulfill those objectives? If they don’t (and they don’t have to), what
    makes them more important than objectives that would relate to finances?
  • Finally, do you wish to make any changes to your Module 1 objective write-up in light of your Module 2 experience?

Here’s a table that you may wish to copy and fill in (the boxes are
expandable – take all the space you need to be complete in your
descriptions. No more than 2-3 pages should be necessary.)

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