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The document is a strategy map for a credit card company. It outlines strategic objectives, performance measures, and initiatives across four perspectives: financial, customer, internal processes, and learning and growth. The objectives include increasing shareholder value and revenue while decreasing costs. Key measures relate to profitability, market share, customer satisfaction, and operational efficiencies. Planned initiatives involve acquisitions, new programs, technology upgrades, and workforce development.

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BobbyNichols
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112 views

BSC Generic Sample

The document is a strategy map for a credit card company. It outlines strategic objectives, performance measures, and initiatives across four perspectives: financial, customer, internal processes, and learning and growth. The objectives include increasing shareholder value and revenue while decreasing costs. Key measures relate to profitability, market share, customer satisfaction, and operational efficiencies. Planned initiatives involve acquisitions, new programs, technology upgrades, and workforce development.

Uploaded by

BobbyNichols
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Credit Card Company

Balanced Scorecard Example


Strategy Map (Simplified) Strategic Performance Initiatives
Objectives Measures
Financial Increase Increase Acquire a
Increase Shareholder Shareholder competitor
Shareholder Value Value
Value Decrease Costs Operating
Decrease Increase Costs
Increase
Costs Revenue Revenue Revenue

Customer Increase Market Market Share Rewards


Increase Improve Share Brand Program
Market Brand Improve Brand Awareness Expand into
Image Score Europe
Share Image

Internal Increase % Decrease in Acquisition


Process Economies of Redundancies Integration
Improve Scale Revenue from Program
Increase Marketing Efficiencies New Card Expand Luxury
Economies Improve Improve Card Programs Card Program
of Scale Card Offerings Marketing New Marketing
Offerings Improve
po e Performance
e o a ce Campaign
Effi i
Efficiencies
i Marketing Audit Score

Learning & Optimize Productivity Staffing


Growth Workforce Index Optimization
Improve Use of Technology Analysis
Increase Technology Gap Analysis
Improve Online Billing
Optimize Workforce
f I
Increase S
Score
Upgrade
Use of Knowledge Workforce Training
Workforce Knowledge & Effectiveness Service
Technology & Skills Skills Index Training

2008 Balanced Scorecard Institute, a Strategy Management Group company. All rights reserved. Do not copy without permission.

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