Table 1 An example of translating an organizational strategy into operational terms using the BSC
Perspective | Strategy | Objective | Indicator, measure or metric | Target | Initiative | ||
|---|---|---|---|---|---|---|---|
Year 1 (%) | Year 2 (%) | Year 3 (%) | |||||
Customer | Operational excellence | Industry-leading customer loyalty | Customer satisfaction rating | 80 | 85 | 90 | Mystery shopper program Customer loyalty program |