Balanced ScoreCard

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    Strategic Initiative(s)        Perspective            Success Factors
Financial                     Sustain the business   Generate enough
                                                     revenue for an
                                                     investment
                              Competitive            Maintain and increase
                              Price/Customer         competitive standing
                              service quality
                              Maintain high         Strive for and maintain
                              customer demand       high levels of service
                              Satisfaction of new   Create new
          Customer
                              product               services/products to
                                                    offer
                              Customer Satisfaction Improve customer
                                                    service levels
   Strategic Objectives         Indicators                      Target
Increase Net              10% increase            Cost reductions (especially
income/total revenues                             personnel costs)

Offer competitive rate    Lowest prices           Market Research
for similar services

Growth of customer        Increase in customer    Potential new customers
base                      growth
Increase the number of    10% growth              Promotion specialization
new products and
services
Survey customers          Increase in customers   Survey
                          survey and positive
                          comments
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