[ABC ORGANIZATION NAME] BALANCED SCORECARD

Draft 2021 – 2022 Business Plan

DRIVER DELIVERABLE ACTION STEPS DELIVERED

(Must be specific and BY/DATE
measurable)
• Develop processes to monitor Develop specific and Identify
effects of Covid-19 upon customer measurable action steps specific
CUSTOMER business practices: with specific action person or
SATISFACTION ▪ Walk-in Customers delivery dates. committee
▪ Institutional Customers responsible
▪ Member-sales to complete
Customers specific
• Identify behaviour changes and action by a
modify business practices to specific date.
respond appropriately.
• Using tools provided by CA Gerry,
develop a Business Plan and
financial models to evaluate the
10 % feasibility for a new Digital strategy As above As above
importance and program to:
Weighting ▪ Promote ABC products
▪ Advertise Independent
Effective Distributor sales opportunities
delivery of ▪ Launch ABC Gift Cards program
high-quality ▪ Launch seasonal sale discounts
products and (e.g., “March Madness” sale
services to ▪ Facilitate digital payment options
satisfy
customer • Review ABC Marketing Plan and As above As above
needs. Map the Customers Journey

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 [ABC ORGANIZATION NAME] BALANCED SCORECARD
Draft 2021 – 2022 Business Plan

DRIVER DELIVERABLE ACTION STEPS DELIVERED

(Must be specific and BY/DATE
measurable)
• Implement CA Gerry’s Board of Develop specific and Identify
Directors Roles and Responsibilities measurable action steps specific
PEOPLE document and provide training to with specific action person or
DEVELOPMENT Board Members. delivery dates. committee
responsible
10% to complete
importance specific
Weighting action by a
specific date.
Maximize • Using CA Gerry template,
management implement position descriptions for As above As above
performance key ABC senior management
through an positions. Provide functional
organized and training to incumbents.
motivated • Promote staff attendance at DTI/DA
workforce. management training programs As above As above
directed at Business Development,
Marketing, Sales and Distribution
functions.
• Provide computer training to Board As above As above
of Directors and office staff
• Implement post-assignment
program with CESO to obtain As above As above
continued support to implement CA
Gerry recommendations.

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 [ABC ORGANIZATION NAME] BALANCED SCORECARD
Draft 2021 – 2022 Business Plan
DRIVER DELIVERABLE ACTION STEPS DELIVERED
(Must be specific and BY/DATE
measurable)
• Using CA Gerry’s sample position Develop specific and Identify
profiles, develop written profile measurable action steps specific
BUSINESS position descriptions for key with specific action person or
PRACTICES management positions to ensure that delivery dates. committee
a) all duties are covered and b) each responsible
50 % incumbent has a clear knowledge of to
importance position duties and responsibilities complete
Weighting specific
action by a
Continually specific
improve sales date.
and marketing • Establish an ABC Management As above As above
processes to Committee and define the Committee
optimize role.
business
performance. • Develop a written 5-year Strategic As above As above
Plan and address critical Internal
Issues. Include SWAT Analysis.
• Develop a Pandemic Emergence Plan As above As above
for years 2021 and 2022.
• Implement Balanced Scorecard as a
continuing management process.
• Complete a feasibility cost-benefit As above As above
analysis for a dedicated ABC website.
• With assistance from DTI, design and As above As above
develop a dedicated ABC Gift-card
Program
• Evaluate role of Independent
Distributors as the primary business As above As above
growth distribution strategy. If
confirmed, appoint a leader to lead
the development of the ID
distribution channel.

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 [ABC ORGANIZATION NAME] BALANCED SCORECARD
Draft 2021 – 2022 Business Plan
DRIVER DELIVERABLE ACTION STEPS DELIVERED
(Must be specific and BY/DATE
measurable)

INNOVATION ▪ Develop training program for Board of Develop specific and Identify
& LEARNING Directors, Management Committee, measurable action steps specific
employees, and customers to educate with specific action person or
10% them on implementation of the delivery dates. committee
importance Balanced Scorecard. responsible
Weighting ▪ Implement training program for new to
Board of Directors to ensure that they complete
Constantly clearly understand their roles and specific
seek new responsibilities. Implement 4 BOD action by a
methods to Agreements to be signed by each specific
improve Director date.
business
performance

DRIVER DELIVERABLE ACTION STEPS DELIVERED

(Must be specific and BY/DATE
measurable)
• Implement ABC Profitability Analysis Develop specific and Identify
Tool measurable action steps specific
FINANCIAL • Implement Business Income and with specific action person or
PERFORMANCE Expenses Analysis Tool delivery dates. committee
• Implement a Monthly Income and responsible
20% Expense Report for current year and to
importance projection for next year. complete
Weighting specific
action by a
Achieve gross specific
profit targets date.
as established • Use CA Gerry tools to develop a cash-
from time to flow Financial and Business Planning
time. Generate Model:
Member ▪ During Covid-19 As above As above
dividends. ▪ Post COVID-19
▪ For new products
• Track actual results against Plan.

Gerry O’ Connor
CESO CA, November 2021

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