Strategy

Customer

Goal
Customer satisfaction

Financial

Increase revenue
Cost savings
Effective project
management

Internal Process

Employee

Personal satisfaction
Ample advancement
opportunities
Increase skill sets and
technical proficiency

Objectives
Improve service satisfaction
Fulfill customer needs
Shorten waiting time
Launch MiBlack in India and XXX
Waste reduction inline by adopting lean manufacturing concepts
Adopt six sigma methodology for projects with high returns
Completion of projects within time
Completion of projects within cost
Completion of projects within scope
Increase employees awareness of their contribution to the company
Allow employees to try for vacanies before opening to market
Create various training program for employees, allow manager to assign
courses to employees as well as opportunity for employees to sign up for
courses they are interested in

Measure
Percentage of feedbacks that are negatives
Percentage of customer needs fulfil
Waiting time per customer at Service Center
New cash Flows
Number of initiatives per FY with cost savings >10k
Number of six sigma projects completed in year with cost savings
>USD$100k
Percentage of projects completed within targeted time
Percentage of projects completed within targeted cost
Percentage of projects completed within targeted scope
Semi-annual survey
Create internal job opening portals
Attendance for training programs

Target
10%
90%
<10min
US$1b by FY2018
30
3
95%
95%
95%
90% positive responses
Pass/Fail
95%

Strategy
Customer

Goal
Customer
satisfaction

Objectives
Improve service satisfaction

Fulfill customer needs

Shorten waiting time

Financial

Increase revenue Launch MiBlack in India and

XXX

Cost savings

Internal
Process

Waste reduction inline by

adopting lean
manufacturing concepts

Effective project Adopt six sigma

management
methodology for projects
with high returns

Completion of projects
within time

Completion of projects
within cost

Completion of projects
within scope

Employee

Personal
satisfaction

Increase employees
awareness of their
contribution to the
company

Ample
advancement
opportunities

Allow employees to try for

vacanies before opening to
market

Increase skill sets Create various training

and technical
program for employees,
proficiency
allow manager to assign
courses to employees as
well as opportunity for
employees to sign up for
courses they are interested
in

Measure
Percentage of feedbacks that are
negatives

Target
10%

Objective Measure Target

Improve Percentag 10%
service
e of
satisfactio feedbacks
n
that are
negatives

Percentage of customer needs fulfil

90%

Fulfill
Percentag 90%
customer e of
needs
customer
needs
fulfil

Waiting time per customer at Service

Center

<10min

Shorten waiWaiting
<10min
time per
customer
at Service
Center

New cash Flows

US$1b by Launch
New cash US$1b by
FY2018
MiBlack in Flows
FY2018
India and
XXX

Number of initiatives per FY with cost

savings >10k

30

Waste
reduction
inline by
adopting
lean
manufact
uring
concepts

Number 30
of
initiatives
per FY
with cost
savings
>10k

Number of six sigma projects completed

in year with cost savings >USD$100k

Adopt six
sigma
methodol
ogy for
projects
with high
returns

Number 3
of six
sigma
projects
complete
d in year
with cost
savings
>USD$10
0k

Percentage of projects completed within

targeted time

95%

Completio
n of
projects
within
time

Percentag 95%
e of
projects
complete
d within
targeted
time

Percentage of projects completed within

targeted cost

95%

Completio
n of
projects
within
cost

Percentag 95%
e of
projects
complete
d within
targeted
cost

Percentage of projects completed within

targeted scope

95%

Completio
n of
projects
within
scope

Percentag 95%
e of
projects
complete
d within
targeted
scope

Semi-annual survey

90%
positive
responses

Create internal job opening portals

Pass/Fail

Attendance for training programs

95%

Objective Measure Target

Improve Percentag 10%
service
e of
satisfactio feedbacks
n
that are
negatives

Objective Measure Target

Improve Percentag 10%
service
e of
satisfactio feedbacks
n
that are
negatives

Objective Measure
Improve Percentag
service
e of
satisfactio feedbacks
n
that are
negatives

Fulfill
Percentag 90%
customer e of
needs
customer
needs
fulfil

Fulfill
Percentag 90%
customer e of
needs
customer
needs
fulfil

Fulfill
Percentag
customer e of
needs
customer
needs
fulfil

Shorten waiWaiting
<10min
time per
customer
at Service
Center

Shorten waiWaiting
<10min
time per
customer
at Service
Center

Shorten waiWaiting
time per
customer
at Service
Center

Launch
New cash US$1b by
MiBlack in Flows
FY2018
India and
XXX

Launch
New cash US$1b by
MiBlack in Flows
FY2018
India and
XXX

Launch
New cash
MiBlack in Flows
India and
XXX

Waste
reduction
inline by
adopting
lean
manufact
uring
concepts

Number 30
of
initiatives
per FY
with cost
savings
>10k

Waste
reduction
inline by
adopting
lean
manufact
uring
concepts

Number 30
of
initiatives
per FY
with cost
savings
>10k

Waste
reduction
inline by
adopting
lean
manufact
uring
concepts

Number
of
initiatives
per FY
with cost
savings
>10k

Adopt six
sigma
methodol
ogy for
projects
with high
returns

Number 3
of six
sigma
projects
complete
d in year
with cost
savings
>USD$10
0k

Adopt six
sigma
methodol
ogy for
projects
with high
returns

Number 3
of six
sigma
projects
complete
d in year
with cost
savings
>USD$10
0k

Adopt six
sigma
methodol
ogy for
projects
with high
returns

Number
of six
sigma
projects
complete
d in year
with cost
savings
>USD$10
0k

Completio
n of
projects
within
time

Percentag 95%
e of
projects
complete
d within
targeted
time

Completio
n of
projects
within
time

Percentag 95%
e of
projects
complete
d within
targeted
time

Completio
n of
projects
within
time

Percentag
e of
projects
complete
d within
targeted
time

Completio
n of
projects
within
cost

Percentag 95%
e of
projects
complete
d within
targeted
cost

Completio
n of
projects
within
cost

Percentag 95%
e of
projects
complete
d within
targeted
cost

Completio
n of
projects
within
cost

Percentag
e of
projects
complete
d within
targeted
cost

Completio
n of
projects
within
scope

Percentag 95%
e of
projects
complete
d within
targeted
scope

Completio
n of
projects
within
scope

Percentag 95%
e of
projects
complete
d within
targeted
scope

Completio
n of
projects
within
scope

Percentag
e of
projects
complete
d within
targeted
scope

Target
10%

Objective Measure Target

Improve Percentag 10%
service
e of
satisfactio feedbacks
n
that are
negatives

90%

Fulfill
Percentag 90%
customer e of
needs
customer
needs
fulfil

<10min

Shorten waiWaiting
<10min
time per
customer
at Service
Center

US$1b by Launch
New cash US$1b by
FY2018
MiBlack in Flows
FY2018
India and
XXX
30

Waste
reduction
inline by
adopting
lean
manufact
uring
concepts

Number 30
of
initiatives
per FY
with cost
savings
>10k

Adopt six
sigma
methodol
ogy for
projects
with high
returns

Number 3
of six
sigma
projects
complete
d in year
with cost
savings
>USD$10
0k

95%

Completio
n of
projects
within
time

Percentag 95%
e of
projects
complete
d within
targeted
time

95%

Completio
n of
projects
within
cost

Percentag 95%
e of
projects
complete
d within
targeted
cost

95%

Completio
n of
projects
within
scope

Percentag 95%
e of
projects
complete
d within
targeted
scope