TAHAPAN PENYUSUNAN BSC MODEL BSC Concept BSC Role COMPANY BIG PROCESSES Output Memperluas perspektif...

TAHAPAN PENYUSUNAN

BSC MODEL

BSC ConceptBSC Role

COMPANY BIG PROCESSES

Output

Memperluas perspektif dalam proses identifikasi dan

formulasi

Menjadikan Strategic Objectives

Comprehensive & Coherent

Menjadikan Anggaran Comprehensive

& Coherent

Menjadikan Program Kerja

Comprehensive & Coherent

Memperluas perspektif yang diukur, memudahkan

komunikasi, pelaksanaan, monitoring, dan lesson

learned

Mission, Vision, Core Values, Core Beliefs, Goals, Strategy

Strategic Objectives, Measures, Target, Strategic Initiatives

Programs (Program Kerja - Rencana Jangka Panjang)

Budget (Anggaran - Rencana Jangka Pendek 1 tahun)

Pelaksanaan Rencana: Target tercapai atau tidak ..

Umpan Balik, Lesson Learned

BSC Links Vision and Strategy to Employees’ Everyday Actions

BALANCED SCORECARDTranslate, Focus and Align

STRATEGIC INITIATIVESWhat are the priorities

MISSIONWhy we exist

VALUES & BELIEFSWhat’s important to us

VISIONWhat we want to be

STRATEGYOur game plan

STRATEGIC OUTCOMES

SatisfiedSHAREHOLDERS

Delighted CUSTOMERS

Efficient and EffectivePROCESSES

Motivated & PreparedWORKFORCE

EMPOWERMENT / PERSONAL OBJECTIVESWhat I need to do

TOTAL QUALITY MANAGEMENTWhat we must improve

FrameworkStrategic Planning with BSC

Measures &Targets

BSC Perspectives Model

BSC Concept

The Popular Furniture

Malls Stakeholders

Balance Sheet

Risk of bad quality products and services

Strategic Planning with BSC

Customer

Management Processes

Solution DevelopmentCustomer ServiceRelationshipManagementAdvisory Services

Innovation

Processes

InventionProduct DevelopmentExploitation (speed to market)

Operational

Processes

Supply Chain ManagementOperations Efficiency: Cost, Quality, Cycle timeCapacity Management

STRATEGY

PRODUCT LEADERSHIP

CUSTOMER INTIMACY

OPERATIONAL EXCELLENCE

Strategic Planning with BSCCustomer Value Proposition

Unique products and Services that “push the envelope”

Product Leadership Strategy

Product/Service Attributes

Time Functionality

Relationship Image

Brand

“The BestProduct”

DifferentiatorBasicRequirement


Personal service tailored to produce results for customer

and build long-term relationships

Customer Intimacy Strategy

Product/Service Attributes Relationship

Service

Image

Relationship Brand

“Trusted Brand”



Operational Excellence Strategy

Product/Service Attributes

Quality Time Selection

Relationship

Price

Image

Brand

Quality and selection in key categories with unbeatle prices

“Smart Shopper”




Customer Value Proposition for Popular Furniture Malls?

“Trusted, friendly, convenient and affordable”

Quality furniture

Customer Intimacy Strategy

Product/Service Attributes Relationship

Service

Image

Relationship Brand

“Trusted Brand”

Friendly and welcoming staff, Available and knowledgeable staff, Professional service and complaint handling, Easy parking, Delivery within 24 hrs, Fast credit approval, Affordable financing

Strategic Planning with BSCPopular Furniture Malls, Singapore

Strategy: Revenue Growth & Productivity with Customer Intimacy

Strategic Objectives in Financial Perspective :

Maximize Financial Returns

Increase Revenue Growth

Reduce Admin Cost

Increase Productivity

Maintain Profit Margin

Increase Cust. Val. Prop (CVP)

Reduce Avg W/H Value

Increase New Revenue Sources

Improve Asset Utilization

Improve Cost Structure

Increase Market Share

Increase Price


Strategy: Revenue Growth & Productivity with Customer Intimacyakrab

Strategic Objectives in Customer Perspective :


Available and knowledgeable staff

Popular Model Only

Professional service and complaint handling

Easy Parking

Delivery within 24 hrs

Fast credit approval

Quality Furniture

Affordable Financing

Popular Furniture Malls, Singapore

Friendly and welcoming staff


Cause Effect Diagram in Financial and Customer Perspectives :

“Trusted, friendly, convenient and affordable” Popular Model Only

Popular Furniture Malls, Singapore



Reduce Admin Cost

Productivity





Improve Asset Utilization

Improve Cost Structure

Increase Market Share

Increase Price

FI

CU

Strategic Map

Sufficient staff in shop at all times

Deliver the right products to the right

address within 18 hrs

Handle all complaints on the spot

No item in selection at over 250$ a month financing

Handle credit requests in 10

minutes

Keep quality complaints at minimum

4 week selection turn-over max.

Reduce no. of items in selectionAlways a free parking spot

All staff members through Basic Sales Training

All staff members through Selection Training Reduce number of admin employees

Using Technology to improve process effectivenessAll staff members through SWA Operating Training

IP

LG


Available and knowledgeable staff

Popular Model Only

Professional service and

complaint handling

Easy Parking

Delivery within 24 hrsFast credit approvalQuality FurnitureAffordable Financing

Friendly and welcoming staffCU



Reduce Admin Cost

Productivity





Improve Asset UtilizationImprove Cost Structure

Increase Market Share Increase Price

FI

Strategic Objectives & Measures


Strategic Objectives Measures

FI Maximize Financial Returns Revenue Growth Increase New Revenue Sources Increase Market Share Increase CVP Increase Price Maintain Profit Margin Productivity Improve Cost Structure Reduce Admin Cost Improve Asset Utilization Reduce Average Warehouse Value

IRR, NPVROCE Revenue Growth (%) Market Share (%) PriceGrowth (%) Profit Margin (%)

Admin Cost ($) Average Warehouse Value ($)


Strategic Objectives Measures

CU “Trusted, friendly, convenient and affordable” Friendly and welcoming staff Available and knowledgeable staff Professional service & complaint handling Easy parking Delivery within 24 hrs Fast credit approval Quality furniture Affordable financing

Popular Models Only

Customer Staff Friendlyness Rating (%) Customer Staff Availabity Rating (%) Customer Staff Knowledge Index (%) Customer Service Level Index (%) Customer Parking Availability Index (%) Customer Delivery Rating (%) Customer Credit Approval Rating (%) Customer Furniture Quality Rating (%) Customer Financing Rating (%) Customer Selection Rating (%)



Strategic Objectives

Measures

IP Sufficient staff in shop at all timesHandle all complaints on the spot Always a free parking spot Deliver the right products to the right address within 18 hrs Handle credit requests in 10 minutes Keep quality complaints at minimumNo item in selection at over 250$ a month financing4 week selection turn-over max. Reduce no of un-pop. of items in selection

Staff in Shop (#.)Complaint Handled on the spot (%)Hours with no parking spot available (hours)No. of products deliver more than 18 hrs (#) Credit Request Handled in 10 minutes (%)Quality complaint per 100 purchases (#)Items with more than $250 per month financing (#)No. of items above 4 week turn-over limit (#)No. of un-pop items in selections (#)



Strategic Objectives MeasuresLG All staff members through Basic Sales

TrainingAll staff members through Selection Training

Reduce number of admin employees Using Technology to improve process effectivenessAll staff members through SWA Operating Training

Percentage of employees with Basic Sales Training Certificate (%)Percentage of employees with current Selection Certificate (%)Number of Admin Employees (#) Percentage of Overhead Cost Reduction (%)Cost Effectiveness (%)Percentage of employees with SWA Certificate


Note: SWA = Store Workflow Automation


Strategic Objectives InitiativesFI idem --

CU “Trusted, friendly, convenient and affordable” Friendly and welcoming staff Available and knowledgeable staff Professional service & complaint handling Easy parking Delivery within 24 hrs Fast credit approval Quality furniture Affordable financing

Popular Models Only

Image Building Program“Trusted, friendly, convenient, affordable and popular furniture”

Strategic Objectives & Initiatives



CU idem --

IP Sufficient staff in shop at all timesHandle all complaints on the spot Always a free parking spot Deliver the right products to the right address within 18 hrs Handle credit requests in 10 minutes Keep quality complaints at minimumNo item in selection at over 250$ a month 4 week selection turn-over max. Reduce no. of items in selection

Improve Store Floor Procedure and Schedule

Set Up On the Spot Complaint Procedure Park Area Re-arrangement Improve Delivery Processes Set Up Financing Network

Set Up Selection Rules and Procedure




CU idem --

IP idem idem

LG All staff members through basic sales trainingAll staff members through selection trainingUsing Technology to increase process efectivenessReduce number of admin employees

Basic Sales Training for all employees Selection Training for all employees Acquire and Install SWA SWA Operating Training for all employees Move several admin employees to

Customer Services.


Strategic Planning with BSCFrom Intiatives to Programs and

Budget

Meet cash flow plan

Leader in ROCE

Premium pricing through

differentiation

Profit leader (margin)

Fair price for value

Perfect Order Fulfillment

Win-win alliances

Anticipate market needs

Products are easy to sell

Both make money

Easy to do business with

Effective customer admin.

On time

On spec first time

As ordered

Documented & invoiced properly

No returns due to damages

Willing & able to pay on time

Maximize volume:balance profitable growth with

asset utilization

Skilled & focused people

Optimize refinery profitability

Win-win refinery relationships

Strategic supply alliances

Continuously improve strategies

Best-in-class sales

Best-in-class distribution network

Cost-effective production

Cost-Effective Supplier

Efficient & fully utilized assets

Trusted brand image

Maintain the level of costs appropriate to

support differentiation

Change the culture

Empowerment Team building Demonstrate support for change

Develop strategic skills and competencies

Job gap analysisCross-functional

exposure

Information technology availability

Best practices Experience capture

FinancialPerspective

CustomerPerspective

InternalPerspective

Learning & Growth

Build the brand Customer driven product development

BSC communicates to each unit, team, and individual should be able to articulate exactly how they contribute

I make my contribution

here

Everyone contributes here

TAHAPAN PENYUSUNAN BSC MODEL BSC Concept BSC Role COMPANY BIG PROCESSES Output Memperluas perspektif...

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