BSC Flexibility & the Customer Perspective

Expectations

Think about your organization (Coca Cola Company) and its customers/clients/users/service recipients

•Identify at least three objectives for the organization’s customer service perspective and show how they relate to the mission, vision, and strategy of the organization.

•For each objective, develop at least one meaningful performance measure (metric).

•For each objective, identify at least one expected level of performance (target).

•For each objective, identify at least one new action or program that needs to be developed to ensure successful implementation of the organization’s strategy (initiative).

•Comment briefly on the relationships of the customer service objectives that you’ve identified here to the financial objectives that you identified in the

Module 1 assignment. How do they help to fulfill those objectives? If they don’t (and they don’t have to),

what makes them more important than objectives that would relate to finances?

•Finally, do you wish to make any changes to your Module 1 objective write-up in light of your Module 2 experience?

 

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