TAHAPAN PENYUSUNAN

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TAHAPAN PENYUSUNAN

• BSC MODEL

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BSC Concept
COMPANY BIG PROCESSES
BSC Role
Output
Memperluas perspektif dalam proses identifikasi
dan formulasi
Mission, Vision, Core Values, Core Beliefs,
Goals, Strategy
Menjadikan Strategic Objectives ? Comprehensive
Coherent
Strategic Objectives, Measures, Target, Strategic
Initiatives
Menjadikan Program Kerja ? Comprehensive
Coherent
Programs (Program Kerja - Rencana Jangka Panjang)
Menjadikan Anggaran ? Comprehensive Coherent
Budget (Anggaran - Rencana Jangka Pendek ? 1
tahun)
Memperluas perspektif yang diukur, memudahkan
komunikasi, pelaksanaan, monitoring, dan lesson
learned
Pelaksanaan Rencana Target tercapai atau tidak ..
Umpan Balik, Lesson Learned
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BSC Links Vision and Strategy to Employees
Everyday Actions
MISSION Why we exist
VALUES BELIEFS Whats important to us
VISION What we want to be
STRATEGY Our game plan
TOTAL QUALITY MANAGEMENT What we must improve
EMPOWERMENT / PERSONAL OBJECTIVES What I need to
do
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Framework
Strategic Planning with BSC
Measures Targets
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BSC Perspectives Model
BSC Concept
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Strategic Planning with BSC
The Popular Furniture Malls Stakeholders Balance
Sheet
Risk of bad quality products and services
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Strategic Planning with BSC
Customer Value Proposition
Operational Processes
STRATEGY
PRODUCT LEADERSHIP
CUSTOMER INTIMACY
Supply Chain Management Operations Efficiency
Cost, Quality, Cycle time Capacity Management
OPERATIONAL EXCELLENCE
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Strategic Planning with BSC
Customer Value Proposition
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Strategic Planning with BSC
Customer Value Proposition
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Strategic Planning with BSC
Customer Value Proposition
Operational Excellence Strategy
Product/Service Attributes
Relationship
Image
Quality
Time
Selection
Price
Brand
Smart Shopper
Quality and selection in key categories with
unbeatle prices
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Strategic Planning with BSC
Customer Value Proposition for Popular Furniture
Malls?
Trusted, friendly, convenient and affordable
Quality furniture
Friendly and welcoming staff, Available and
knowledgeable staff, Professional service and
complaint handling, Easy parking, Delivery within
24 hrs, Fast credit approval, Affordable financing
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Strategic Planning with BSC
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Strategic Planning with BSC
Popular Furniture Malls, Singapore
Strategy Revenue Growth Productivity with
Customer Intimacy
Strategic Objectives in Financial Perspective
Maximize Financial Returns
Increase Revenue Growth
Increase Productivity
Increase Cust. Val. Prop (CVP)
Increase New Revenue Sources
Improve Asset Utilization
Improve Cost Structure
Reduce Admin Cost
Maintain Profit Margin
Reduce Avg W/H Value
Increase Market Share
Increase Price
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Strategic Planning with BSC
Popular Furniture Malls, Singapore
Strategy Revenue Growth Productivity with
Customer Intimacyakrab
Strategic Objectives in Customer Perspective
Trusted, friendly, convenient and affordable
Popular Model Only
Friendly and welcoming staff
Available and knowledgeable staff
Professional service and complaint handling
Easy Parking
Delivery within 24 hrs
Fast credit approval
Quality Furniture
Affordable Financing
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Strategic Planning with BSC
Popular Furniture Malls, Singapore
Cause Effect Diagram in Financial and Customer
Perspectives
Maximize Financial Returns
Increase Revenue Growth
Productivity
Increase Cust. Val. Prop (CVP)
Increase New Revenue Sources
Improve Asset Utilization
Improve Cost Structure
FI
Reduce Admin Cost
Maintain Profit Margin
Reduce Avg W/H Value
Increase Market Share
Increase Price
CU
Trusted, friendly, convenient and affordable
Popular Model Only
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Strategic Map
Maximize Financial Returns
Increase Revenue Growth
Productivity
FI
Increase Cust. Val. Prop (CVP)
Increase New Revenue Sources
Improve Asset Utilization
Improve Cost Structure
Reduce Admin Cost
Maintain Profit Margin
Reduce Avg W/H Value
Increase Market Share
Increase Price
Trusted, friendly, convenient and affordable
Popular Model Only
CU
Available and knowledgeable staff
Easy Parking
Friendly and welcoming staff
Professional service and complaint handling
Delivery within 24 hrs
Fast credit approval
Quality Furniture
Affordable Financing
Sufficient staff in shop at all times
Handle all complaints on the spot
Handle credit requests in 10 minutes
Deliver the right products to the right address
within 18 hrs
Reduce no. of items in selection
IP
Always a free parking spot
Keep quality complaints at minimum
4 week selection turn-over max.
No item in selection at over 250 a month
financing
All staff members through Selection Training
LG
Reduce number of admin employees
All staff members through SWA Operating Training
All staff members through Basic Sales Training
Using Technology to improve process effectiveness
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Strategic Objectives Measures
Strategic Planning with BSC
Strategic Objectives Measures
FI Maximize Financial Returns    Revenue Growth Increase New Revenue Sources Increase Market Share Increase CVP Increase Price Maintain Profit Margin Productivity Improve Cost Structure Reduce Admin Cost Improve Asset Utilization Reduce Average Warehouse Value IRR, NPV ROCE Revenue Growth () Market Share () PriceGrowth () Profit Margin () Admin Cost () Average Warehouse Value ()
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Strategic Objectives Measures
Strategic Planning with BSC
Strategic Objectives Measures
CU Trusted, friendly, convenient and affordable      Friendly and welcoming staff Available and knowledgeable staff   Professional service complaint handling Easy parking Delivery within 24 hrs Fast credit approval Quality furniture Affordable financing Popular Models Only   Customer Staff Friendlyness Rating () Customer Staff Availabity Rating () Customer Staff Knowledge Index () Customer Service Level Index () Customer Parking Availability Index () Customer Delivery Rating () Customer Credit Approval Rating () Customer Furniture Quality Rating () Customer Financing Rating () Customer Selection Rating ()
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Strategic Objectives Measures
Strategic Planning with BSC
Strategic Objectives Measures
IP Sufficient staff in shop at all times Handle all complaints on the spot Always a free parking spot Deliver the right products to the right address within 18 hrs Handle credit requests in 10 minutes Keep quality complaints at minimum No item in selection at over 250 a month financing 4 week selection turn-over max. Reduce no of un-pop. of items in selection Staff in Shop (.) Complaint Handled on the spot () Hours with no parking spot available (hours) No. of products deliver more than 18 hrs ()        Credit Request Handled in 10 minutes () Quality complaint per 100 purchases () Items with more than 250 per month financing () No. of items above 4 week turn-over limit () No. of un-pop items in selections ()
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Strategic Objectives Measures
Strategic Planning with BSC
Strategic Objectives Measures
LG All staff members through Basic Sales Training All staff members through Selection Training Reduce number of admin employees Using Technology to improve process effectiveness All staff members through SWA Operating Training Percentage of employees with Basic Sales Training Certificate () Percentage of employees with current Selection Certificate () Number of Admin Employees () Percentage of Overhead Cost Reduction () Cost Effectiveness () Percentage of employees with SWA Certificate
Note SWA Store Workflow Automation
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Strategic Objectives Initiatives
Strategic Planning with BSC
Strategic Objectives Initiatives
FI idem --
CU Trusted, friendly, convenient and affordable      Friendly and welcoming staff Available and knowledgeable staff   Professional service complaint handling Easy parking Delivery within 24 hrs Fast credit approval Quality furniture Affordable financing Popular Models Only Image Building Program Trusted, friendly, convenient, affordable and popular furniture
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Strategic Objectives Initiatives
Strategic Planning with BSC
Strategic Objectives Initiatives
FI idem --
CU idem --
IP Sufficient staff in shop at all times Handle all complaints on the spot Always a free parking spot Deliver the right products to the right address within 18 hrs Handle credit requests in 10 minutes Keep quality complaints at minimum No item in selection at over 250 a month 4 week selection turn-over max. Reduce no. of items in selection Improve Store Floor Procedure and Schedule Set Up On the Spot Complaint Procedure   Park Area Re-arrangement   Improve Delivery Processes   Set Up Financing Network Set Up Selection Rules and Procedure
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Strategic Objectives Initiatives
Strategic Planning with BSC
Strategic Objectives Initiatives
FI idem --
CU idem --
IP idem idem
LG All staff members through basic sales training All staff members through selection training Using Technology to increase process efectiveness Reduce number of admin employees Basic Sales Training for all employees Selection Training for all employees Acquire and Install SWA SWA Operating Training for all employees Move several admin employees to Customer Services.
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From Intiatives to Programs and Budget
Strategic Planning with BSC
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BSC communicates to each unit, team, and
individual should be able to articulate exactly
how they contribute
Leader in ROCE
Meet cash flow plan
Premium pricing through differentiation
Maintain the level of costs appropriate to
support differentiation
Financial Perspective Customer Perspect
ive Internal Perspective Learning
Growth
Profit leader (margin)
Maximize volume balance profitable growth with
asset utilization
Willing able to pay on time
Fair price for value
Perfect Order Fulfillment
Cost-Effective Supplier
Everyone contributes here
No returns due to damages
Win-win alliances
Documented invoiced properly
Products are easy to sell
Easy to do business with
Anticipate market needs
Trusted brand image
On spec first time
Both make money
Effective customer admin.
As ordered
On time
Continuously improve strategies
Best-in-class sales
Best-in-class distribution network
Strategic supply alliances
Cost-effective production
Win-win refinery relationships
Build the brand
Customer driven product development
Skilled focused people
Optimize refinery profitability
Efficient fully utilized assets
I make my contribution here
Change the culture
Develop strategic skills and competencies
Information technology availability
Empowerment
Team building
Job gap analysis
Cross-functional exposure
Best practices
Experience capture
Demonstrate support for change