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Balance Scorecard

Walter Mart Dasmarias


Address: Km. 30 Brgy. Burol, E. Aguinaldo Hi-way, Dasmarias,
Cavite
Mall Hours: Mon - Sun : 9:00am - 8:00pm
Telephone Number: (02) 670-1531 / (02) 529-8103 / (046) 416-1150 /
(046) 416-5285
Email: cadmin.dasma@abenson.com

The Financial Perspective WALTER MART


The Walter Mart mission statement is: We save people money so that they can live
better The strategy of Walter Mart is cost leadership strategy.
The information available is the annual report and the financial statements. In addition,
news reports of marketing strategy, internal operations, strategy, and management
systems are also accessible.

Financial perspective:
Objective
Measure
Increase revenues/total Revenue/total assets
assets.
percent. .
Increase
revenues/employee.
Increase return on
investment.

Target
Increase Revenue/total
assets by 8% during the
next year.
Revenue/employee
Increase
revenue/employee by 5
% during next two
years.
Return on investment.. Increase return on
investment by 2% every
year for three years. .

Action
Increase revenues; make
a more thorough use of
assets.
Increase employee
efficiency through
training and technology.
Reduce operating costs,
and achieve economies
of scale through bulk
purchases.

The three objectives are Increase revenues/total assets at Walter Mart; Increase
revenues/employee at Walter Mart, and Increase return on investment. The strategy of
Walter Mart is cost leadership; increasing revenues/total assets is a strong indicator of

cost reduction, Increasing revenues/employee will also help Walter Mart maintain its cost
leadership. Finally, Increase return on investment will be possible only if Walter Mart
controls its costs. Each of the financial objectives is related to the strategy of Walter Mart.

The Customer Service Perspective Walter Mart


The Walter Mart mission statement is: We save people money so that they can live
better

Customer perspective:
Objective
Measure
Increase average
Average customer size.
customer size of Walter
Mart.
Increase customer rating Customer rating.
of Walter Mart
Reduce number of
customer complaints.

Customer Complaints.

Target
Action
Increase customer size Provide a wider variety
by 5% every year for
of products to
next five years.
customers.
Increase customer rating The prices at Walter
by 10% in one years
Mart should be the
time.
lowest in the market.
Reduce the number of Improve quality control
customer complaints
of products stocked and
received by 4% every improve customer
year for three years.
service.

The three objectives are increasing average customer size of Walter Mart, increasing
customer rating of Walter Mart, and reducing the number of customer complaints. The
Mission is to help save money so that they can live better. If Walter Mart helps customers
save money, the customers will buy more from Walter Mart. If Walter Mart helps
customers live better, they will give an improved rating to Walter Mart. If the customer
save money and live better, then there will be fewer complaints against Walter Mart

The Internal Business Process Perspective Walter


Mart
The Walter Mart mission statement is: We save people money so that they can live
better The strategy of Walter Mart is cost leadership strategy.

Internal business process perspective:

Objective
Measure
Target
Action
Reduce administrative Administrative
Reduce Administrative Train the employees so
expense/total revenues. expenses/total revenue. expenses/total revenue that they become more
by 2% every year for
efficient.
next five years.
Reduce lead time from Average time taken.
Reduce time taken by 5 Use automatic packing
online orders to delivery.
% in every year for next and handling technology
three years.
for speeding up.
Reduce waiting time for Average waiting time. Reduce the average
Change the layout of the
customers at counters.
waiting time by 15%
store so that more
within one year.
checkout counters are
opened.

The three objectives are reducing administrative expense/total revenues at Walter Mart;
reducing lead time from online orders to delivery at Walter Mart, and reducing waiting
time for customers at counters. The strategy of Walter Mart is cost leadership; reducing
administrative expense/total revenues will help Walter Mart reduce costs. If Walter Mart
helps customers live better, it must make faster deliveries and reduce waiting time for
customers. Reducing waiting time for customers frees their time and enables them to live
better.

The Learning and Growth Perspective Walter


Mart
The Walter Mart mission statement is: We save people money so that they can live
better The strategy of Walter Mart is cost leadership strategy.

Learning and growth perspective:


Objective
Measure
Target
Increase training hours Average training hours Increase training hours
per employee. .
per employee.
per employee by 5%
each year for the next
three years.
Reduce employee
Employee turnover rate. Reduce employee
turnover rate.
turnover rate by 3%
each year for next thee
years.
Increase use of
Empowerment index. Increase empowerment

Action
Hire outside trainers.
Managers should
increase their time spent
for training.
Increase employee
participation in decision
making. Also, increase
job rotation.
Give more decision

employees view

index by 5% every year making authority to


for at least three years. employees.

The three objectives are Increase training hours per employee at Walter Mart; Reduce
employee turnover rate at Walter Mart, and Increase use of employees view . The
strategy of Walter Mart is cost leadership; reducing employee turnover rate will lead to
cost reduction. Further, Increasing training hours per employee will make employees
more efficient and so will lead to cost reduction and better prices to customers. Finally,
Increase use of employees view will provide greater initiative from employees to reduce
costs. Empowered employees will be motivated employees and will help Walter Mart
control its costs.