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Transcript of pbsc + database + travelers
Project RetrospectProactive Balanced Scorecard Applied to
Database Development
Jessi McGehee - 02.13.2014
Wednesday, February 12, 14
Project LeadershipJessi McGehee, St. Paul, MN
St. Catherine University, BA Business Management and Marketing
National Scholar Athlete, Alexandria Scholar, 3D Design, philosophy
University of St. Thomas, MSSyE Systems Engineering/Engineering Tech Management
Background in Analytics and Project Management
Project Management Intern, Process Analyst, Inventory Analyst, Project Lead, Operations Manager
Emphasis on client services and customer satisfaction
Wednesday, February 12, 14
The Project
Service/retail Industry
Operational systems are failing, case study provided:
Sales 12k to 20k weekly, error pay out $250-3000
Database operational labor hours 2-5 per 1000k
Database reports are produced with very little accuracy and stored information is difficult to access.
Wednesday, February 12, 14
Retrospect Summary
What is the Balanced Scorecard?
How can we make it proactive?
How does it apply to this situation?
Did it work?
Wednesday, February 12, 14
Balanced Scorecard
Learning and Growth: Impeded
Financial: Incomplete
Strategy: Sales, Sales, Sales
Business Process: Omitted
Customer Base: Declining
Communication: Declining
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Proactive ComponentCreating systems to learn why and how effects have come about
Strategy Maps
Illustrating that not all pathways are equal
Fuzzy Cognitive Maps
Creating an information management system that supports all inputs and outputs needed** Critical Success Factor
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Fuzzy Cognitive Maps
“C” represents KPI’s, influencing factors, and major resources
Linguistic relationships can be converted to numeric values
Relationships can be positive or negative
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Stages of Proactive Scorecards1. Establish mission, vision, strategic objectives, perspectives and Critical Success Factors (CSFs)
2. Identify Key Performance Indicators (KPIs)
3. Establish targets
4. Define relationships among KPIs
5. Assign linguistic variables to weight concepts (i.e. KPI)
6. Continuous ImprovementsWednesday, February 12, 14
Database KPI’s and Targets
KPI’s
Ease of use
Accuracy/Duplicates
Help Desk tickets
Report reliability
Targets
Any employee can be trained
95%/10% respectively
<1 week, resolved <24 hrs
100%
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RelationshipsEase
of Use
Accuracy Duplicates
Help DeskTickets
ReportReliability
.8 +
.9 +
(.45) -
(.75) -
.6 +
.85 +
(.25) -
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Continuous Improvements
Process Evaluation
Facility/Operations Overhaul
Customer Service Department Launch
Instructional Design
Wednesday, February 12, 14
Retrospect Summary
What is the Balanced Scorecard?
How can we make it proactive?
How does it apply to this situation?
Did it work?
Wednesday, February 12, 14
Did it Work?
Sales:
Comps:
Capacity:
Turnover:
Facilities
After
$18K - 25K
$0 - 100
$36K+*
24%
3+ facilities locally
Before
$12K - 20K
$250 - 3000
$18K
92% (6 months)
3 nationally
Wednesday, February 12, 14
Chytas, Glykas, Valiris, (2000). A Proactive Balanced Scorecard, International Journal of Information Management. www.elsevier.com/locate/ijinfomgt
Kaplan, R. S., & Norton, D. P. (1992). The balanced scorecard—measures that drive performance. Harvard Business Review, January–February, 71–92.
Kaplan, R. S., & Norton, D. P. (1996b). The balanced scorecard—translating strategy into action. Boston, MA: Harvard Business School Press.
Kaplan, R. S., & Norton, D. P. (2004). Strategy maps: Converting intangible assets into 19 tangible outcomes. Boston, MA: Harvard Business School Press.
Gleason (2000), Managerial Accounting and Performance Management. St. Paul, MN: University of St Thomas.
Wednesday, February 12, 14