Measuring Performance1 Strategy Maps Long term Shareholder value Improve cost structure Increase asset utilisation Expand revenue opportunities Enhance Customer value High level Strategy Map PriceQualityAvailabilitySelectionFunctionalityServicePartnershipBrand Product/Service attributesRelationshipImage Supply Production Distribution Risk Management Operations Management Processes Regulatory and Social Processes Innovation Processes Customer Management Processes Selection Acquisition Retention Growth Identify Opportunity R & D Portfolio Design/Develop Launch Environment Health & Safety Employment Community Human Capital Information Capital Culture LeadershipAlignment Teamwork Organisation Capital Financial Perspective Customer Perspective Internal Perspective Learning And Growth Perspective Productivity strategy Growth Strategy Customer Value Proposition

Measuring Performance2 Strategic themes Strategy maps work at both corporate and departmental/team level

Measuring Performance3 A team level strategy map

Measuring Performance4 Strategic themes Using strategic themes you can take a strand of the strategy map and create the balanced scorecard objectives and the resulting actions

Measuring Performance5 An example of a strategic theme Strategy MapBalanced ScorecardAction Plan Process - Operations management Theme - Store presentation ObjectivesMeasurement Target Increase contribution Increase sales national advertising Sales force to be pro active install new machines no increase in office costs Well trained staff and management Install new machines Highly motivated store team Financial Perspective Increase contribution increase ROCE Customer Perspective Increase new business Reduce sale price Internal Perspective Increase production Train staff Reduce Office costs Motivated Team systems Learning and Growth perspective Profit increase Annual turnover Number of new customers Increase in sales volumes Level of monthly output Office cost as proportion of turnover Trained staff : total staff Ordering system availability Staff awareness % staff shareholders Increase by 15% p.a. in year 1 Increase by 20% in year 1 Sales leads increase x 10 Increase by x 5 Re-stock within 15 minutes 90% after 6 months 100% by year end 100% from installation date (tba) 100% Implement external Advertising Increase range of stock items Physical check by Mgr & Supervisors Optimise shelf stacking cycle times Staff training – Internal External Install system Staff newsletter Staff share options Initiative Budget £xxx Total budget Critical success factor