Written Assignment Unit 7
MBA Business Administration
University of the People
BUS 5611-01 - Managing Projects and Program
Dr. Harsha Lalwani
March 16, 2022
Introduction
A balanced scorecard (BSCs) is a performance metric used by businesses to identify, improve,
and control the function and outcomes of a business (Tarver, 2021b). It focuses on measuring
four aspects of a business namely employee growth and learning, Internal process or business
process, customer satisfaction, and finance. This approach helps companies to gather information
to create a single report that provides information regarding service quality and financial
performance.
The Balanced Scorecard connects performance measures and asks four main questions (Kaplan
& Norton, 2021). These questions deal with the four perspectives of BSCs. How customers see
the firm is from the customer perspective and how the shareholders see the firm is from the
financial perspective. The business activity that we need to excel at is the internal perspective
and how we improve and innovate is the employee growth and learning perspective.
Case Description
Our client is an IT company that develops devices for people with disabilities. The company is
located in the US and has 25 staff. Currently, its main market is North America, however, it
wants to expand the business into China and Latin-America markets. This move was initiated by
the sales department of the company that identified a decline in sales in recent years. The
management has approved a set of strategic projects to facilitate the expansion.
Our project is developing a multi-language website platform that enables the online purchase of
the company's products. This will allow customers to easily look through the company's
products, buy products, and even provide feedback. This project is believed to expand the
company's market and provide a boost to the sales number and in turn increase revenue.
, Specific Objectives
Employee Growth and Learning: - The main objective here is to train our developers and IT
support team to support the new project. The training will include technical skills,
communication skills, and cultural diversity. This will help the firm integrate into new markets
easily and increase its sales. Additionally, a team of translators will be hired for a multi-language
website.
Internal Process: - The main objectives for an internal process are developing technical
capability and speed-up new product introduction. The technical capability will be designing a
new multi-language website that allows online purchase. We will have the developers' team,
translators' team, and call center team working collaboratively. Periodical review of these
processes will help reduce the risk associated with project implementation by identifying
problems and making a correction (Parker, 2014)
Customer Satisfaction: - The main objectives include increasing customer satisfaction, increasing
customer retention, and increasing the number of customers. The company is entering into new
markets like China and Latin America which allow us to increase our customer base will
focusing on customer satisfaction and retention.
Customer behavior will be different in different markets and we should assess this using the data
found from the website. Which products sold most, customer feedback and percentage of new
products sold should be analyzed. For instance, in Latin America, almost 50% of customers will
abandon a brand if they have a single bad experience (Szyndlar, 2021). Consequently, customer
satisfaction will be a priority goal for the firm while entering new markets.
Financial: - The objectives within the financial perspective are to increase sales and revenue
using the online platform. This will also help us increase our market share. Furthermore, the use
of the online platform for sales will decrease our marketing and sales costs.
Relationships among the specific objectives
The specific objectives described above are connected to creating value for the firm. The training
for the developers will provide the skill to create a website that can generate revenue and
facilitate entry into a new market. Communication and diversity focus will help the company's
MBA Business Administration
University of the People
BUS 5611-01 - Managing Projects and Program
Dr. Harsha Lalwani
March 16, 2022
Introduction
A balanced scorecard (BSCs) is a performance metric used by businesses to identify, improve,
and control the function and outcomes of a business (Tarver, 2021b). It focuses on measuring
four aspects of a business namely employee growth and learning, Internal process or business
process, customer satisfaction, and finance. This approach helps companies to gather information
to create a single report that provides information regarding service quality and financial
performance.
The Balanced Scorecard connects performance measures and asks four main questions (Kaplan
& Norton, 2021). These questions deal with the four perspectives of BSCs. How customers see
the firm is from the customer perspective and how the shareholders see the firm is from the
financial perspective. The business activity that we need to excel at is the internal perspective
and how we improve and innovate is the employee growth and learning perspective.
Case Description
Our client is an IT company that develops devices for people with disabilities. The company is
located in the US and has 25 staff. Currently, its main market is North America, however, it
wants to expand the business into China and Latin-America markets. This move was initiated by
the sales department of the company that identified a decline in sales in recent years. The
management has approved a set of strategic projects to facilitate the expansion.
Our project is developing a multi-language website platform that enables the online purchase of
the company's products. This will allow customers to easily look through the company's
products, buy products, and even provide feedback. This project is believed to expand the
company's market and provide a boost to the sales number and in turn increase revenue.
, Specific Objectives
Employee Growth and Learning: - The main objective here is to train our developers and IT
support team to support the new project. The training will include technical skills,
communication skills, and cultural diversity. This will help the firm integrate into new markets
easily and increase its sales. Additionally, a team of translators will be hired for a multi-language
website.
Internal Process: - The main objectives for an internal process are developing technical
capability and speed-up new product introduction. The technical capability will be designing a
new multi-language website that allows online purchase. We will have the developers' team,
translators' team, and call center team working collaboratively. Periodical review of these
processes will help reduce the risk associated with project implementation by identifying
problems and making a correction (Parker, 2014)
Customer Satisfaction: - The main objectives include increasing customer satisfaction, increasing
customer retention, and increasing the number of customers. The company is entering into new
markets like China and Latin America which allow us to increase our customer base will
focusing on customer satisfaction and retention.
Customer behavior will be different in different markets and we should assess this using the data
found from the website. Which products sold most, customer feedback and percentage of new
products sold should be analyzed. For instance, in Latin America, almost 50% of customers will
abandon a brand if they have a single bad experience (Szyndlar, 2021). Consequently, customer
satisfaction will be a priority goal for the firm while entering new markets.
Financial: - The objectives within the financial perspective are to increase sales and revenue
using the online platform. This will also help us increase our market share. Furthermore, the use
of the online platform for sales will decrease our marketing and sales costs.
Relationships among the specific objectives
The specific objectives described above are connected to creating value for the firm. The training
for the developers will provide the skill to create a website that can generate revenue and
facilitate entry into a new market. Communication and diversity focus will help the company's
