Strategic Plan Part 3 Balanced Scorecard and Communication Plan
BUS/475
Strategic Objective Summary
The balanced scorecard is a technique that is used by companies to assist managers in the development of the enterprise’s important goals, recognize key trends, make reasonable guesses and regulating the risk related to the new division. This analysis is about Services Group of America’s new division balanced scorecard and communication plan. The balanced scorecard and communication strategy aligns with the values, vision, and mission statement of Services Group of America with the SWOT and supply chain analysis.
Strategic Objectives
Customer Value Perspective
Financial Perspective
- The new service will improve customer satisfaction by providing a quality service, performance reliability, and excellent customer service, and it will be available to clients across the nation regardless of region, geography or market. (Media, 2016)
- Growing demand for organic food products increased consumer spending in the US and abroad, and improving the US restaurant industry.
- Providing more job opportunities to personalize presentations to consumers looking for a better service than your competitors in the area of bulk distribution and prompt quality service.
Internal Operations Perspective
- Developing $15 million in revenues from the sale of new service agreements introduced within the next ten years.
- Quarterly sales progress and operating income by division.
- Improved market share and ROE (Return on Equity).
Learning and Growth Perspective
- Creating stronger strategic alliances with international companies to market ahead of competitors.
- Operating Computer ran semi-trucks versus the competition.
- Actual introduction schedule versus planned opening.
Scorecard
- Learning a profound and extensive knowledge of technological abilities than adversaries.
- Balance the amount of services that equal percent of sales.
- Measure the time to develop the delivery schedule from supplier to consumer.
| Perspectives | Questions | Goals | Measurements |
|---|---|---|---|
| Customer | How do customers see us? | New service | The new service will improve customer satisfaction by providing a quality service, performance reliability, and excellent customer service, and it will be available to clients across the nation regardless of region, geography or market. |
| Consumer Retention | Providing more job opportunities to personalize presentations to users looking for a better service than your competitors in the area of bulk distribution and prompt quality service. | ||
| Customer Value | Growing demand for organic food products increased consumer spending in the US and abroad, and improving the US restaurant industry. | ||
| Internal Business | What must we excel at? | Technological proficiency | Operating Computer ran semi-trucks versus the competition |
| Supplier Partnership | Creating stronger strategic alliances with international companies | ||
| Measure of process performance | Real introduction program versus planned introduction | ||
| Innovation & Learning | Can we continue to improve and create value? | Manage budget | Balance the percent of services that equal percent of sales |
| Technological Leadership learning | Learning a profound and extensive knowledge of technological abilities than Service Group of America’s adversaries. | ||
| Service focus | Measure time to develop the delivery schedule from supplier to consumer | ||
| Financial | How do we look to shareholders? | Sustain | Developing $15 million in revenues from the sale of new service agreements introduced within the next ten years. |
| Accomplish | Three-monthly sales progress and operative income by division | ||
| Thrive | Improved market portion and ROE (Return on Equity) |
| Document | Recipients | Responsibilities | Update frequency |
|---|---|---|---|
| Executive status report | Chief Executive Officer | Explain reasoning and benefits. Provide brief overviews. | Monthly |
| Risk management document | Marketing Manager | Make a strategic connection. Reinforce company hierarchy. Repeat incentives. Outline early steps of production. | Weekly |
| Issue management document | Public Relations Manager | Reinforce personal support. Address local issues. Manage Expectations. | Weekly |
| Change control document | Chief Financial Officer | Prepare logistics for implementation. | Monthly |
| Project schedule | Research & Development Manager | Summarize upcoming activities | Weekly |
Services Group of America Marketing Team (Team structure, assignments, and goals)
| Name of team | Team goals | Team leads | Team roles | Team responsibilities |
|---|---|---|---|---|
| Team A | Manage Budget | Marketing Manager | Team Lead | Balance the percent of services that equal percent of sales |
| Team B | Strategic direction of Service focus | Public Relations Manager | Team Coach | Measure time to develop the delivery schedule from supplier to consumer |
| Team C | Determining the time to market | Chief Executive Officer | Speaker | New service introduction versus the competition |
| Team D | Operating with newest Technology Leadership | Research & Development Manager | Information Specialist | Process time of product/service cycle from development to maturity stage |
Risks and issues management
| Area of Causes | Risk description | Probability | Impact | Mitigation plan |
|---|---|---|---|---|
| Foreign customs and culture | Misaligned objectives | Prepare and discuss a detailed definition document.Manage an enrollment program. | ||
| Increased Consumer Spending in the US and abroad | Scarce budget | Prepare and discuss a detailed definition document.Utilize document to organize development investment assessment. | ||
| (Supply Chain Problems) | Lacking resource distribution | Prepare and discuss a detailed resource definition document.Confirm division of resources. | ||
| (Strategic Partnerships) | Primary Shareholders shared services reject solution | Involve relevant shareholders and confirm requirements are signed off.Lead manager certify suitable change management. |
Change management process
| Representative | Channel of Communication | Purpose | Content | Audience |
|---|---|---|---|---|
| Marketing Manager | Conference Meeting | Collect Information & Provide knowledge of progress | Balance the percent of services that equal percent of sales | All Department Managers |
| Public Relations Manager | Meeting with workgroup teams | Personalize information within a team using two-way communication | Measure time to develop the delivery schedule from supplier to consumer | All employees in teams |
| Chief Executive Officer | Video Broadcast | Explain foundation and benefits | New service introduction versus the competition | All employees |
| Research & Development Manager | Explain training, program, & clarify details | Process time of product/service cycle from development to maturity stage | Primary managers & supervisors | |
| Public Relations Manager | Newsletter | To correct the vision of misaligned objectives | Prepare and discuss a detailed definition document.Manage an enrollment program. | All employees |
| Marketing Manager | To organize resources with a scarce budget | Prepare and discuss a detailed definition document.Utilize document to organize development investment assessment. | Chief Executive Officer & Public Relations Manager | |
| Research & Development Manager | Conference Meeting | To strengthen the supply chain from a lacking resource distribution | Prepare and discuss a detailed resource definition document.Confirm division of resources. | All Department Managers |
| Chief Executive Officer | Explanatory Announcement | To elucidate obligations to primary shareholders with shared services who reject solution | Involve relevant shareholders and verify requirements are signed off.Lead manager certify suitable change management. | Shareholders |
Conclusion
Services Group of America is in a crucial spot to start up their new division, and the balanced scorecard explains the company with the objectives that are fundamental to making the business successful. From an economic standpoint profits and budget is a concern because of the high risk required to allocate resources for the program. A reasonably negotiable supplier is contracted; the company will benefit from their competitive position. The new division is suitable for consumers and customer gratification can be considered a strength for the business and the new service will support customer retention. Assessing the performance of the program is not easy, but by observing the number of requests. The statistic of international distribution is an innovative and convenient service that will enhance sales and strategic alliances in Europe and China for Services Group of America. Employees will succeed in meeting the goals of promoting the new division because of the incentives they can receive, and the company will fulfill its vision statement.
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