Results
Financial Current Target Status Trend Comment
Revenue 21.3 mill 21.3 mill
We view revenue as a measure of our sales efforts,
and how customers respond to our products,
services, and message.
EBITDA 4.3 mill 3.9 mill
We are accountable to our shareholders, and view
earnings as an important measure of our financial
success and health.
Expenses 17.0 mill 17.4 mill
Resouces are limited, and we aim to contain
expenses while maximizing revenue opportunities.
Profit margin 25.3% 22.2%
Customer Current Target Status Trend Comment
Customer satisfaction 4.0 4.0
Customer satisifaction indicates how well our
products and services meet both general and
specialized customer needs.
Customer retention % 98.1% 98.4%
It is easier to retain key customers than to obtain
new ones.
Customer Experience Composite 76.6% 77.0%
Our unique customer experience is what separates
us from our competitors. While other companies
may be cheaper, no on does it better than us!
Customer Loyalty Measure 76.7% 76.2%
Loyalty is what drives our future.
Internal Process Current Target Status Trend Comment
Cost per unit 516 543
Our customers seek the best value for the price.
Cycle time index 86.6% 86.5%
We aim to bring new products to the market faster
and better than any competitors. "First to market" is
our primary goal.
Recalls 21 18
Our customers value quality, and defects pose a
major cost risk to the company.
Complaint rate 19 19
We aim to do it right the first time. Small problems
now can become huge problems in the future.
Learning and Growth Current Target Status Trend Comment
Employee satisfaction 3.9 3.9
Satisfied employees are the most productive
employees.
Employee turnover 1.8% 1.6%
Employee turnover creates a major cost for the
company. Our most important assets are our
people, and our assets all walk out the door every
night after work. We need them all back the
following morning.
Absenteeism 2.1% 2.1%
Missed work poses a significant cost to the
company, to morale, and to coworkers.
Incident reports 2 3
A safe and healthy environment is a key to
employee satisfaction. Do your part to report
unsafe behavior, equipment, or incidents.
Perspective Current Target Status Trend Comment
Initiatives
Object TEMPLATECATEGORY:288 not found
Health club overhaul
Remodel all in-house company gyms
Purchase additional cardio equipment
Negotiate employee discounts with local health clubs
Employee Wellness Program Develop incentive program to reimburse HC dues
Start date: Mar 1, 2010
End date: Feb 11, 2011 Create online employee portal for monitoring progress of fitness
Progress: 0 %
Intercompany athletics program
Solicit employee interest of appropriate actitivies
Identify existing intercompany athletic programs
Develop relationships with other companies where no existing programs exist
Publicize program on intranet
Comments
Succession planning
Create criteria for identifying key positions
Update job descriptions
Complete audit of key positions
Create competency matrix for identified positions
Succession planning
Develop employee skill matrix
Start date: Jan 12, 2010
End date: Jan 7, 2011
Match employee skills to key positions
Progress: 70 %
Identify overlap and gaps
Develop plan to address gaps
Develop organizational risk assessment
Create redundancy in high risk positions
Develop employee retention criteria
Comments
Tasks
"Back to Work"
Develop alternate "light duty" job descriptions
Start date: Mar 2, 2010
End date: Oct 7, 2010
Educate managers in "Back to Work" program
Progress: 40 %
Educate employees in the cost of work-related injuries
Comments
Tasks
Office ergonomics audit
Procure 3rd party ergonomic consultant by region
Start date: May 1, 2010
End date: Sep 10, 2010
Schedule visits at all work sites
Progress: 5 %
Triage expenses related to audit results
Comments
Tasks
Revise employee attendance policies
Collect all employee policies regardless of location or unit
Start date: May 3, 2010
End date: Jul 8, 2010
Build team of HR and line managers to review policies
Progress: 20 %
Develop centralized attendance policy outline
Comments
Tasks
Increase the influence of customer's views in
development Train account managers in new practices.
Start date: Jun 24, 2009
End date: Dec 21, 2009 Develop incentive program for customer participation in focus groups.
Progress: 58 %
Integrate customer involvement with customer satisfaction practices
Comments
Tasks
Draft requirement for 3rd party consultant
Plan implementation for improvement of internal
communications Secure 50 hours consulting from existing contractor
Start date: Mar 22, 2010
End date: Nov 12, 2010 Identify communications gaps in present system
Progress: 30 %
Develop plan to address communications gaps
Secure budget for plan completion by end of 2012
Comments
Tasks
Establish & implement pricing structure for products
& ancillary services Consolidate all pricing data from all products and services
Start date: May 1, 2010
End date: Nov 20, 2010 Develop task force with sales and marketing resources
Progress: 10 %
Develop new pricing guidelines
Comments
Tasks
Plan completion for implemention of best practices
Develop centralized knowledge-base for communicating best pratices
Start date: Nov 30, 2009
End date: Sep 17, 2010
Develop specialized teams to establish communities of practice
Progress: 60 %
Establish criteria for certifying best practices
Comments
Plan completion for implementing SLAs Tasks
Start date: Feb 1, 2010
Develop standardized contract template for reporting SLAs
End date: Sep 4, 2010
Progress: 70 %
Identify key vendors for SLAs
Comments
Plan completion for ensuring full successful Tasks
implementation of ERP
Develop internal training curriculum
Start date: Feb 1, 2010
End date: Oct 22, 2010
Progress: 60 %
Comments
Develop and implement a plan to improve planning Tasks
processes
Leverage ERP functionality more fully
Start date: Feb 8, 2010
End date: Oct 15, 2010
Utilize and track strategy expenditures better
Progress: 90 %
Comments
Conduct asset condition survey Tasks
Start date: Nov 9, 2009
Develop asset teams by work zone
End date: Jan 8, 2011
Progress: 80 %
Document practices involved with asset surveys
Comments
Tasks
Enhance security service
Assess physical plants for security risks
Start date: Mar 22, 2010
End date: Nov 20, 2010
Audit existing security services
Progress: 70 %
Develop risk team to prioritize services with maximum benefits
Comments
Reduce maintenance costs Tasks
Start date: Feb 8, 2010
"Retire" high maintenance equipment
End date: Nov 19, 2010
Progress: 65 %
Assess impact of leasing equipment when possible
Comments
Tasks
Increase number of safety visits
Develop mobile audit team
Start date: Dec 28, 2009
End date: Oct 15, 2010
Revise safety audit schedule
Progress: 80 %
Simplify safety audit documentation requirements
Comments
Tasks
Improve reliability of service
Build in redundancy in 80% of critical processes
Start date: Mar 7, 2010
End date: Sep 17, 2010
Update business continuity and emergency plans on a quarterly basis
Progress: 80 %
Develop "drills" and simulations as part of on-going training
Comments
Provide new services Tasks
Start date: Jan 4, 2010
Develop solutions-based approach for all services
End date: Mar 25, 2011
Progress: 80 %
Provide mult-tier system to capture entry-level to advanced-use customers
Comments
Tasks
Centralize customer service IT systems
Reduce the number of customer complaints
Start date: Jan 18, 2010
Develop daily dashboards of reported customer issues
End date: Dec 17, 2010
Progress: 10 %
Revise criteria for closing active customer cases
Link CRM to service desk to notify account managers of issues
Comments
Build business case and secure capital funding Tasks
Start date: Oct 5, 2009
Develop steering committee and local advisory boards
End date: Feb 25, 2011
Progress: 70 %
Restructure company debt
Comments
Monitor and measure customer service Tasks
Start date: Dec 7, 2009
Centralize customer service IT systems
End date: Jan 14, 2011
Progress: 70 %
Develop daily dashboards of reported customer issues
Comments
Tasks
Safety launch
Revise safety audit schedule
Start date: Mar 2, 2010
End date: Sep 10, 2010
Simplify safety audit documentation requirements
Progress: 0 %
Develop mobile audit team
Comments
Make arrangements for employee appreciation Tasks
awards
Develop localized committees for recognizing employee excellence
Start date: Jan 4, 2010
End date: Dec 11, 2010
Schedule employee "banquets" in all regions
Progress: 20 %
Comments
Tasks
Provide customers with a range of electronic
payment options Procure new IT system for collecting payment
Start date: Feb 8, 2010
End date: Sep 10, 2010 Develop new incentive system to promote customer use of new systems
Progress: 70 %
Train all customer-facing employees to communicate new options with customers
Comments
