Assignment:
BSC Flexibility & the Customer Perspective
Consider Harley Davidsons 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.
Assignment Expectations:
Once you're reasonably clear on what's involved, think about your organization and its customers/clients/users/service recipients/whatever-you-wish-to-call-them, and then:
- Identify at leastthreeobjectives for the organization's customer service perspectiveand 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?(This is referring to the assignment you did for me last week about Harley Davidson)
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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Objective
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Measure
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Target
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Action
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Relationships to other objectives
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Revisions (if any) to Module 1 Objectives
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Objective/Module
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Measure
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Target
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Action
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