Introduction

Performance measurement is essential to maintain the sustainability of the organization. The

company conducts the performance measurement activity to identify the progress or result of the
policy or strategy. Performance measurement provides in-depth information about the
organization's actions. Performance measurement information is essential for the stakeholder of
the organization for their own specific needs.
The researcher presents the performance measurement of the Fast Track Courier company
business plan. The performance measurement of Fast Track courier is based on the three key
performance objectives:
1. Customer-focused objectives
2. Sales focused objectives
3. Expansion focus objectives
Customer-focused objectives
The fast-track couriers is a well-known company operating in the Sydney region to deliver
parcels and freight. The company mostly provide its service around 80% to small and medium
business or clients in NSW region. To initiate growth company decided to formulate and
implement the business plan to improve the customer number by 10 percent by the end of the
quarter and increase customer retention by 12 percent by the end of the year. The researcher uses
the KPI method to measure the performance of the business plan related to customers.
Performance measurement systems
Stakeholders: HR officer and sales manager
Time frame: Six months
Benchmarking: Previous retention data.
Retention Ratio method.
The retention rate shows the number of the customer the company has at a given period. The
performance of the company regarding the retention of the customer can be obtained using the
retention rate formula. The retention rate formula is the indicator of the business loyal customer
status for the time frame. The retention rate can be measure by subtracting the no. of the new
customer obtained within a time period to the no. of the customer at the end of the time period
divided by the no of the customer at the beginning of the time period and at last multiplied by
hundred.
The retention rate can be obtained using three simple data.
1. The no. of the customer at the end of the time period.
2. The no. of a new customer obtained within the time period.
3. The no. if the customer at the beginning of the time period.
Sales focused objectives
Fast track couriers planned to improve the sales of the company by 15 percent. The growth in
sales represents the growth of the company. The fast-track courier was planning to improve their
sales by increasing number of the customer and expanding the business operation across NSW.
The company goal was to obtain positive sales growth for three years.
Performance measurement systems
Stakeholders: Sales manager and investors.
Time frame: six months.
Benchmarking: Previous sales records.
Sales key performance indicators (KPI) method.
The sales KPI can be used to measure the sales performance of the company. The sale KPI
includes a percentage of the sales team hitting quota, revenue, average deal size, win rate, and
sales funnel leakage, etc. For the analysis of the sales performance of Fast Track Courier, a
revenue evaluation is conducted. The sales revenue for the service company can be obtained by
multiplying the number of customers by the average price of the service.
The revenue of the company can be evaluated using these data.
1. The number of customers.
2. The average price of the service.
Expansion focused objectives
Fast track company mainly operate courier business in Sydney area. Due to the small operational
region, the customer or business that wants to deliver the freight, postal, courier services outside
of the Sydney region is unable to use the services. the limited geographical constrain is resulting
in the loss of the potential customers.
Performance measurement systems
Stakeholders: Investor and customers
Time frame: Six months
Benchmarking: Previous business data.
The company expansion can be measured by analyzing the data of growth in sales and profit,
increase in the number of customers, expansion in operational areas, and opening of the new
office. The Fast track courier was constraint due to the geographical location due to which it was
losing potential customers. The company wanted to expand its operational reach and attract the
potential clients of Newcastle, Wollongong, and the central west areas. This analysis can be
easily done through the detailed analysis of the managerial accounting data of the organization.
Conclusion
The performance measurement is essential for the long-term survival of the company. The
performance measurement helps to identify the impact of the strategy and policies used by the
management. The business plan of the Fast track courier to improve the growth probability is
analyzed using the performance measurement tool and technique. For the analysis of the business
plan, the researcher uses the retention ratio to measure the number of customers gain or retained
by the organization. To determine the sales objective the researcher uses the sales KPI indicator
especially revenue calculate to observe the change in the sale of the company services. The
company plan to expand is observed by analyzing the managerial accounting statement of the
company. The researcher main focused on the operational territory and number of the offices in
the region.