Walmart Balanced Scorecard: Customer Service Perspective
Using Wal-Mart's mission and strategy from the perspective of its potential, prospective, and present customers, create a customer service perspective of a balanced scorecard. Include:
- Three objectives for the organization's customer service perspective and show how they relate to the mission, vision and strategy of the organization.
- A meaningful performance measure (metric).
- An expected level of performance (target).
- 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. How do they help to fulfill those objectives? Do you need to change any of the financial measures after completing this work?