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
- The scorecard that was created as a result can be checked out here.
- The alternative way to get started with a scorecard is Strategy Map Wizard.
- Some additional ideas about how the scorecard was created are explained in this article.
Feel free to share you thoughts or ask any questions in the comments below.