Balanced scorecard and customer satisfaction

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Balanced scorecard and customer satisfaction

Concept Italia actively uses: Company profile Company information: Their main expertise is producing software programs and providing consulting services in the Strategy and Management Control.

Top Manager expresses the business goals of the company to people who work in this department and they convert these goals into indications mainly for the middle management: BSC Designer is used by top managers Currently the implementation is at top management level, where the managers use the results given by the system to evaluate what the level of achievement of business goals is.

Balanced scorecard and customer satisfaction

These reports are then used by top managers to make further decisions. Balanced Scorecard is used to improve customer assistance Balanced Scorecard is used for internal processes.


The company use it for customer satisfaction analysis together with KPIs related to customer satisfaction to improve customer assistance. At this stage of the implementation process Concept Italia did not face any critical organizational or technical problems.

The Balanced Scorecard is not yet integrated with any of the automation systems, but the company is analyzing SQL indicators available in BSC Designer to see if it will be convenient to make some type of integration. In particular, the company uses it to illustrate the results for top managers.

Communication means Currently managers that use BSC Designer exchange information with each other using an Excel file. Reports and strategy maps are printed only to present the results obtained by the top management. The type of report that is used by us is the report in PowerPoint format. However, top management is also very interested in the use of HTML reports.

Functions to try in the future The management considers using all other possible types of input and output included in BSC Designer to see if some of them can be useful for their business processes.

Design a better business strategy with customer satisfaction indicators Related Articles.The Balanced Scorecard was developed in the early s by two guys at the Harvard Business School: Robert Kaplan and David Norton.

The key problem that Kaplan and Norton identified in the business of the day was that many companies tended to manage their businesses based solely on . Organizations worldwide have employed the Balanced Scorecard andyielded swift benefits--including increased financial returns, greater employee alignment with overall goals, improvedcollaboration, and an unrelenting focus on strategy, to name just afew--from this revolutionary methodology.

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The Balanced Scorecard is a management system that clarifies the strategy and vision of an organization, and then translates them into action that can be tracked. Customer: measuring the satisfaction and performance requirements of customers, as it applies to both the organization and what it delivers (products or services).

According to what we see daily, “Customer” is one of the most problematic perspectives of the Balanced Scorecard framework. And it is not customer KPIs that cause strategists the most problems. The Balanced Scorecard 8 Article 3: Balanced Scorecard and Customer Measures The importance of customer measures On all standard balanced scorecard customer satisfaction.

As Harvard point out in their conclusions on the relationship between satisfaction and loyalty (Ref3).

A Balanced Scorecard Approach To Measure Customer Profitability