Strategic Plan Part Iii: Balanced Scorecard Essay

1433 Words6 Pages
Strategic Plan Part III: Balanced Scorecard
A balanced scorecard is a method company’s use to measure their performance. It includes objectives, strategies, and tactics. This paper will contain two strategic objectives for each of the four balanced scorecard areas (shareholder value or financial perspective, customer value perspective, process or internal perspective, and learning and growth perspective) for H & R Block. It will also have two strategies for every objective, one tactic for each strategy, and two methods to monitor and control the overall strategic plan for H&R Block.
The shareholder value or financial perspective includes strategic objectives in areas such as market share, revenues and costs, profitability, and
…show more content…
The next strategic objective is to increase customer retention 4% by 2014 by using customer surveys and by scheduling the most productive tax preparers at the most in demand times. The district manager will be responsible for collecting customer surveys from the store manager every month. The store managers will be responsible for scheduling the tax preparers on a weekly basis.
The process or internal operations perspective includes strategic objectives in areas such as measure of process performance, productivity or productivity improvement, and operations metric. The first objective in this area for H & R Block is to decrease errors on tax returns to 1% by 2014 by hiring the best tax preparers and by keeping the tax preparers trained and up to date on the new tax laws. The store managers will be responsible for hiring the tax preparers and the tax preparers will be responsible for staying updated on a weekly basis. The next strategic objective is that 75% of employees know H & R Block’s strategy plan every year by putting the plan on the employee website and by including the plan with the yearly tax updates training. The district manager will be responsible for putting the plan on the website and for including it in the updates training every year.
The learning and growth perspective includes strategic objectives in areas such as employee satisfaction, employee turnover or retention, level of organization
Open Document