BUS 322 Lecture Notes - Lecture 9: Strategy Map, Customer Satisfaction, Expectancy Theory

• School: Simon Fraser University
• Department: Business Administration
• Course: BUS 322
• Professor: Mahmoudian Fereshteh

Document Summary

Balance scorecards: performance measurement systems/business models tie together knowledge strategy, processes, activities, operational, strategic performance measures => great opportunities & challenges to improve value & performance through better communication, knowledge, incentives. Leading (forward looking) indicators: future nonfinancial/financial outcomes => guide management decision making. Org learning, growth: increase capabilities to develop new products, provide existing products more efficiently. Business, production process efficiency: how efficiently transforms resources into product (processes outsourced, extended value chain) => effectively communicate leading indicators = consistently, efficiently valued services/products + competitive profits/cash flows. => visible leading indicator improve employee motivation, commitment (strategy map) => target level of some indicators more ambitious than others. => benchmarking: determining competitive advantage = learning own products, services, operations, and comparing against best performers. => old method: tableau de bord in france: finance, quality, customer oriented measures, process measures, human resources, societal measures. Lagging indicators: final outcomes earlier management plans + execution. Encourages employees consider impacts of decisions on profitability.