Assessment Task 1 BSBMGT517 Manage operational plan

Appendix 3: Balanced scorecard

template
KRA (key Target KPI (key Result
result performance
area) indicator)

Financial To achieve doubled the sales $ online sales

of storefront business.

Customer Less than four complaints Number of

satisfaction per hour complaints by

m
er as
number of calls

co
eH w
Less than 5%
% of rejected

o.
rs e deliveries
Less than 10 minutes
ou urc
the response time
when handling
o

customers
aC s
v i y re

Less than 2 times to per

customer Quality of
information
provided to
ed d

customer with less

ar stu

number of error

Less than 20 customers in a

year Number of
sh is

returned items by
Th

customer

Internal More than 2 new products to Number of

business be introduced in the market products
processes distributed by
team

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 Assessment Task 1 BSBMGT517 Manage operational plan

Professiona 30-40 hours a year of Hours of

l professional development professional
developme including coaching for each development and
nt team member. training on
customer service
and management
provided for team

m
er as
co
eH w
o.
rs e
ou urc
o
aC s
v i y re
ed d
ar stu
sh is
Th

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BSBMGT517_Assessment 1 – Appendix 3 Page 2 of 3

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 Assessment Task 1 BSBMGT517 Manage operational plan

m
er as
co
eH w
o.
rs e
ou urc
o
aC s
v i y re
ed d
ar stu
sh is
Th

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BSBMGT517_Assessment 1 – Appendix 3 Page 3 of 3

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