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VKR
Balanced Scorecard
BSC is a strategic management support system for measuring vision and strategy against business and operating unit level performance. Suggested by Dr. Robert S Kaplan and Dr. David P Norton of Harvard Business School
Perspectives in BSC
Financial perspective: Strategy for growth, profitability and risk when viewed from shareholders/owners perspective. The external relations perspective is related to strategy for creating value and differentiation through the perspective of the customer. The internal business process perspective reflects strategic priorities among processes according to their contribution to customer and shareholder satisfaction The learning and growth perspective focusses on organizations priorities for fostering change, innovation and growth.
Strategy map
Vision- Indian postal Department to be Window to the world for aam aadmi. Services with global benchmark at the lowest cost Strategy: Get the core right Modernise the look and feel
Internal process perspective The measures should be selected in such a manner as to maximise customer satisfaction and achieve financial objectives. Learning and Growth perspective Infrastructure required to build to facilitate long term growth
Financial perspective
Objectives Broaden revenue mix Measures Sales growth Initiatives Tie-ups with other banks leveraging its wide reach Leveraging IT to offer wider and innovative services Increasing the quality of mail delivery service Multitasking by post men Postmen to market the products
Focus on retaining market share on the core business Lower operating costs
Customer Perspective
Objectives Improve speed and reliability of mail delivery service Measures No of undelivered mails per day Initiatives Provide tracking services through internet Launch of pickup mail services from the premises of the customer Increase cash withdrawal limit to Rs. 5,000 Reduce time to settle deceased claims Modernised look and feel at the post office Standardised ambience and theme across the country Suitable training provided to employees for better customer handling
Time to settlement
Employee surveys
Project focus
Modernize the look and feel-Get the core right Branding Mails Technology Savings Bank Human resources Remittances Infrastructure Office Service level.