Balance Scorecard

FINANCIAL

Strategic Objectives

(Lag Indicators)

F1 Improve Returns

Return on Investment

F2 - Broaden Revenue

Revenue Growth

(Lead Indicators)
Revenue Mix

Mix
F3 Reduce Cost
Structure
C1 Increase Costumer

COSTUMER

Strategic Measurement

Deposit Serive Cost

Change
Share of Segment

Depth of Relation

Costumer Retention

Satisfaction Survey

New Product Revenue

Product Development

Satisfaction with Our Product

and People
C2 Increase Satisfaction After
the Sale
I1 Understand Our Costumers
I2 Create Innovative Products

INTERNAL

Cycle
I3 Cross-Sell Products

Cross-Sell ratio

I4 Shift Costumers to Cost-

Channel Mix Change

Hours with Costumers

Effective Channels
I5 Minimize Operational

Service Error Rate

Problems
I6 Responsive Service

Request Fulfillment Time

Strategic Job Coverage

L1 Develop Strategic Skills

LEARNING

Ratio
L2 Provide Strategic Info

Employee Satisfaction

Strategic Info Avalilability

Ratio

L3 Align prsonal Goals

Revenue per Employee

Personal Goals Alignment