STEPS TO CREATE A STRATEGY

MAP

DEFINE FOUR DEFINE BUSINESS GOALS DEFINE METRICS CASCADE

PERSPECTIVES
Add strategic business goals Define a pair of leading and Create local versions of the
Finance, Customers, Internal lagging metrics strategy maps.
and Innovations
STEP 2

STEP 4

STEP 6

STEP 8
STEP 1

STEP 3

STEP 5

STEP 7
DEFINE MISSION, VISION, DEFINE STRATEGIC PRIORITIES DEFINE RATIONALE DEFINE INITIATIVES
VALUES
The Top-level goals Rationale is a set of reasons why you Initiatives are your high level
That’s the direction to the “north” for decided to pick this very goal action plans
your organization
 STRATEGY MAP

Long-term
Shareholder Value

FINANCIAL Improve cost Structure Increase Asset Utilization Expand Revenue Opportunities Enhance Customer Value

CUSTOMER VALUE PROPOSITION

CUSTOMER
Price Quality Availability
`
Product/Service Activity
Selection Function Service

Relationship
Partnership Brand

Image

Operations Management Processes Customer Management Processes Innovative Processes Regulatory & Social Processes

Opportunity Identification
Supply Production Distribution Risk Selection Acquisition Environment Safety and Health
R&D Portfolio
INTERNAL Management Retention Growth Employment Community
Design/Develop Launch

Right Competence and correct

Active Participation Quality Focused coworkers and High availability of information and
competitive
Among Everyone attractive sufficient workplace/office. efficient IT support
LEARNING landscape analysis
& GROWTH
 STRATEGY MAP IMPROVE COST STRUCTURE & ENHANCE
VALUE

Growth Strategy Increase Workforce Effectiveness Efficiency Strategy

FINANCIAL
Expand Growth Opportunity Enhance Workforce Value Improve Cost Structure
PERSPECTIVE

CUSTOMER
Solid Partnership Motivation Partnership Knowledge Excellence
PERSPECTIVE

INTERNAL
Motivation Partnership Knowledge Excellence
PERSPECTIVE

LEARNING
Integrity Motivation Partnership Knowledge Excellence Balance
PERSPECTIVE
 STRATEGY MAP FINANCIAL CUSTOMER TRANSFORMATION

Organization Goals

Expand Growth Opportunity Enhance Workforce Value Improve Cost Structure

Financial Perspective

Solid Partnership Motivation Partnership

Customer Perspective

Partnership Knowledge Excellence

Internal Perspective

Integrity Motivation Knowledge

Learning Perspective
 STRATEGY MAP

STRATEGIC OBJECTIVES AND STRATEGY MAP MEASURES TARGETS INITIATIVES

Decrease • Net Profit • ↑5% per year

Financial Increase Increase • Implement new financial accounting system
Operating • Operating Costs • ↓3% Per year
Revenue Profitability
Costs • Simplify billing operations
• Revenue in Target Markets • ↑12% per year

Improve Improve Improve • ↑3% per Year • Competitive end user requirements market
Customer • % Market Share index
Clarity of Market End-User • ↑5% increase in index next period the studies for new UK regions
Offering Perception Experience • % Customer Satisfaction Index
stabilize • “Improve the offering” two year program

• Create improved offering selection process

Improve Improve Improve Ease • New products as % of sales • 12% this year
Internal • Hook into “Improve the Offering” program
Offering Integrated of Use for End • Brand Awareness score • ↑5% per year
Selection Service Users • Training program for new offerings and user
• End user experience score • >90% every reporting period
interface

• Product and marketing training program

• Employee development plans • 95% in place
Organizational Improve Improve • 2 year renew the network staged plan and
Improve • Technology training index • 90% efficient
Knowledge Telecoms roll-out
Capacity and Skills Network
Technology
• Network Efficiency Index • 99.99% Uptime
• Technology improvement program
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