Performance indicator Measures / Target Time Assigned

estimation Department
Customer satisfaction Feedback survey Yearly Marketing

Service quality Feedback survey Quarterly Quality Assurance

Employee satisfaction Employee survey Monthly Human Resource

Financial Revenue 15% - 25% increase Quarterly Finance

annually
Financial Ratios Higher than Industry Yearly Finance
Averages
Number of subscribers 5% - 15 % increase Quarterly Operations
annually
Netflix’s Score Card

 Customer satisfaction
Measurement that determines how happy customers are with the company’s
services and products. It is important to know that they are satisfied with the
performance of the company because they are the main revenue source of the
business. In addition, it is the company’s goal to provide the best entertainment
services for them.
 Service quality
It is an assessment of how well a delivered service conforms to the client's
expectations. It is important to measure and track the service quality of the company
because it must be maintained in order for the customers to be satisfied. In order to
achieve the goals of the company, they have to ensure that the quality of the
services they offered is upgrading throughout the years.
 Employee satisfaction
Employee satisfaction is the extent to which employees are happy or content with
their jobs and work environment. In order for the company to achieve their goals,
they must have the most capable employees to do it. Employees must be treated as
asset for the company, and they must make sure that their employees are happy
with their workplace.
 Financial revenue
Every company’s goal is to earn revenue. Netflix must have their own target
revenues annually and hit it. They must monitor the profitability of the company
because it tells whether the business can continue through out the years and
achieve their long-term goals.
  Financial ratios
Financial ratios are relationships determined from a company's financial
information and used for comparison purposes. It is important to track and compare
the ratios of the company in the industry averages. Whenever their ratios are lower
than industry average, they must fix it because it means that there are certain flaws
that needed to be fix. Netflix must maintain their ratios better than the average in
order to keep the company profitable and stable.
 Number of subscribers
The number of subscribers of Netflix tells how many people are enjoying their
services. They must keep their subscriber numbers increasing because one of the
goals of the company is to expand their market. Expanding their market means that
they are targeting to increase their subscribers. Keeping track of their subscribers
will really help them operate the company.
Execution
In the execution of the strategic plan, several issues might arise for those who
manage and monitors the plan. The company has many goals in their strategic plan,
and there are different goals under it order to achieve the end goal. Managers might be
confused on what to prioritize first. In addition, sometimes setting a strategic goal might
change the way of operating the company. Internal turmoil might arise if the tasks are
not divided properly.
Expanding the target market might be problematic to Netflix also because there
are certain countries that has a lower economy, they must adjust with the economy of
such country in order to penetrate the market successfully.
The strategic plan is formulated first in the top of hierarchy of the company and
will be passed down to different department heads. The head of each department will
be distributing the task to their managers and they will be the one who will communicate
to their employees. Netflix is committed to their plan ever since the company has started
years ago. It is the company’s strategy to stick with their plan and invest time and
money in order for them to achieve their long-term goals. Netflix will stay committed to
their plan because the company’s aim is to serve the best entertainment service to the
people and will achieve it using their own formulated strategy.