The Customer Service Perspective - Essay Example

The Service Perspective Table of Contents Introduction 3 Specific perspectives 4 Measures of the Company 4 Hyde Park Electronics 4 Futura Industries 5Southern Gardens Citrus 5Customer-Centric 5Conclusion 6Evaluation 6References 7Bibliography 8IntroductionThe balanced scorecard is a tactical planning and organizational tool that is used widely in business and industry as well as in international organizations to bring back the business actions as per the vision and policy of the organization. It is also used to develop internal and external relations and to observe organizational performance against strategic goals.

Figure 1(Balanced Scorecard Institute, 2010).There are four perspectives that require to be dealt with while using balance scorecard and to develop metrics, collect data and analyze it relatively.The problem that occurs while using the balance scorecard technique is that it evaluates the performance in different perspective with the mission, vision and objective statement of the organizations. The SMEs hardly keep in align to these policy and it becomes difficult in applying the balance scorecard technique.

But in larger enterprises it is not that difficult. There is larger number of employees, customers are well defined and they have a strong financial stability.Specific customer perspectivesHyde Park Electronics focused upon one product category that provides the maximum of 80% of the sales. This company’s financial position is strong enough but from the point of view of BSC, the focus was only for short term and the company was required to develop strategy for the longer term purpose. Futura Industries is dealing with the high end niche variety of market.

Southern Gardens Citrus is the subsidiary company of United States Sugar Corporation and competes in a consolidated market for not-from-concentrate (NFC) orange juice.Measures of the CompanyHyde Park ElectronicsThe company was financially strong as it had a strong customer base. The sales were huge from the single product category. The BSC tool provided the opportunity for the company to grow. Apart from this perspective, the company focused upon learning and growing with quality and other issues for long run benefit (Robert, 2006).

Futura IndustriesThe company focused upon the retention of the talents to help growing in future. There were turnovers, more so a culture was developed and BSC provided the learning and growing technique to be better in achieving the objectives.Southern Gardens CitrusThe implementation of the BSC helped the company in producing low cost units and to become the market producer of low cost product in the orange juice industry. Customer-CentricAs per the study of the three companies it seems that they have focused it basically upon customer.

Looking at the Hyde Park Electronics and Southern Gardens Citrus it basically focused keeping the customer in the core. ConclusionThe application of BSC in the companies helped in maintaining the objectives and mission of the company. The overall performance of the companies has enhanced in different aspects. From the customers’ perspective the BSC have provided for the improvement in the companies. The implementation was done primarily on the basis of customers, which led to the success of the companies.

EvaluationFor SMEs (Small to medium-sized enterprise) it is not possible to include all the four perspectives mentioned in figure 1 at a greater level in applying BSC tool for improvement. It is possible in large organizations to implement BSC to gain maximum advantage. Internal business perspective has been generally omitted by all the companies discussed above and if included it could aid the companies to improve further. ReferencesBalanced Scorecard Institute, (2010). Balanced Scorecard Basics.

Strategy Management Group Company. Retrieved Online on October 20, 2010 from http://www.balancedscorecard.org/BSCResources/AbouttheBalancedScorecard/tabid/55/Default.aspx Robert, N. L., (2006). Entrepreneurs Use A Balanced Scorecard To Translate Strategy Into Performance Measures. Journal of Small Business Management. Retrieved Online on October 20, 2010 from http://www.allbusiness.com/management-companies-enterprises/1185916-1.html BibliographyKaplan, R. S., (2005). A Balanced Scorecard Approach to Measure Customer Profitability.

Harvard Business School. Retrieved Online on October 20, 2010 from http://hbswk.hbs.edu/item/4938.html Niven, P., (2010). Customer Perspective. EPM Review. Retrieved Online on October 20, 2010 from http://www.epmreview.com/Resources/Articles/Customer-Perspective.html Gumbus, A. and Lussier, R. N. (2006). Entrepreneurs use a balanced scorecard to translate strategy into performance measures. Journal of Small Business Management. 44(3):407-426. Retrieved October 20, 2010, from http://proquest.umi.

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