Free Tutorial: From Business Model to Balanced Scorecard

In this free tutorial we will show how to build a Balanced Scorecard for Customer Service. The tutorial is divided into:

  • Part 1: Theory. The business model, challenge model, cost model. Duration: 10:48 min.
  • Part 2: Practice. Building strategy map, business goals, finding relevant KPIs. Duration: 44:03 min.

Part 1 – Building a model

  • Business model example
  • Mapping the challenges of customer service
  • Mapping the main cost points of customer service

Part 2 – Building a Balanced Scorecard

  • Creating strategy map
  • Mapping business goals and KPIs
  • Aligning indicators with business goals
  • Using leading and lagging indicators

Helpful notes:


Feel free to share you thoughts or ask any questions in the comments below.

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