Management Accounting Systems: a Balanced Scorecard
Success Factor | Formulation of goal | Indicator | Measurement | Methodology | | Financial Perspective | | Revenue growth | To ensure that the Telstra store is constantly growing in financial terms. | Quarterly store revenue growth | Quarterly store revenue growth between 1% and 2% | The store’s revenue should increase at least 1% per quarter. By ensuring fiscal growth, the Telstra store will ensure that it is constantly developing and establishing itself as a forefront in Telstra stores. | New Customer Sign-ups | To ensure that the Telstra store is constantly growing in long-term fiscal terms with the addition of new customers | Monthly customer sign-ups | Sign-up of between 1 and 100 – satisfactory (Store is signing new business)Sign-up of more than 100 customers a month – good (Store is signing a large degree of new business every month) | The Telstra store should endeavour to sign up new customers each month. Signing new business will ensure store financial growth both short-term and long-term. | | Internal Business Process Perspective | | Operational Efficiency | To minimise downtime spent during operational processes. | Speed in which certain processes are completed in. | Product repairs returned to customer within two weeks of faulty product deposit.Quick service completed within 10 minutes.Sales completed within 30 minutes.Visual merchandise updated within one day of display change decision. | When a customer deposits a product for send-away repair, Telstra will endeavour to return the fault-free product to the customer within two weeks. This will ensure customer service satisfaction and minimise average time spent by repair department and maximise efficiency.Quick service should be completed within 10 minutes to maximise service department employee efficiency and, hence, maximise the number of customers served.Sales to be completed within 30 minutes of beginning of sale prompting. This will maximise sale department employee