Six Sigma Master Improvement Story

Balanced Scorecard Examples

Balanced Scorecard

Short Term

Measures

Hospitals

Service Industries

Manufacturing

Information Technologies

Financial

Increase Revenue

Innovation: % of revenues from products less than 3 years old

Customer Intimacy: Share of wallet

Operational Efficiency: 
ROI, ROE
Innovation: % of revenues from products less than 3 years old

Customer Intimacy: 
Share of wallet

Operational Efficiency: 
ROI, ROE
Innovation: % of revenues from products less than 3 years old

Customer Intimacy: Share of wallet

Operational Efficiency: 
ROI, ROE
Innovation: % of revenues from products less than 3 years old

Customer Intimacy:
Share of wallet

Operational Efficiency: 
ROI, ROE

Innovation: % of revenues from products less than 3 years old

Customer Intimacy:
Share of wallet

Operational Efficiency: 
ROI, ROE

 

Increase Customers Number of Customers # of Patients
Occupancy rates
# of Customers
Occupancy Rates
# of Customers
Plant Capacity
# of Customers
Plant Capacity

 

Increase Order Size Average Purchase Average Value of an admission Average Purchase Average Purchase Project or Enhancement Purchase

 

Increase Frequency Frequency of purchase Lifetime value of a customer Frequency of Physician Referred admission Frequency of purchase Lifetime value of a customer Frequency of purchase Lifetime value of a customer Frequency of purchase Lifetime value of a customer
Customer Satisfaction Increase Satisfaction Customer Satisfaction Surveys Customer Satisfaction Surveys Customer Satisfaction Surveys Customer Satisfaction Surveys Customer Satisfaction Surveys

 

Increase Referrals Frequency of referral Frequency of referrals Frequency of referral Frequency of referral Frequency of referral
Learning and Growth Increase Core Skills Innovation: Conferences and Trade shows attended

Customer Intimacy:

Relationship Training

Operational Efficiency:

Six Sigma Results
Innovation: Conferences and Trade shows attended

Customer Intimacy:

Relationship Training

Operational Efficiency:

Six Sigma Results
Innovation: Conferences and Trade shows attended

Customer Intimacy:

Relationship Training

Operational Efficiency:

Six Sigma Results
Innovation: Conferences and Trade shows attended

Customer Intimacy:

Relationship Training

Operational Efficiency:

Six Sigma Results
Innovation: Conferences and Trade shows attended

Customer Intimacy:

Relationship Training

Operational Efficiency:

Six Sigma Results

 

Increase Systems Availability % Unavailable % Unavailable % Unavailable % Unavailable % Application or
System Unavailable
Quality Reduce Cycle Time Innovation: Time to Market

Customer Intimacy:

Time to greet/answer
Time to solve problem

Operational Efficiency:

Time to deliver/repair
Innovation: Time to Market

Customer Intimacy:

Time to admit, diagnose, treat, discharge
Time to solve problem

Operational Efficiency:

Time to admit, diagnose, treat, discharge, bill
Innovation: Time to Market

Customer Intimacy:

Time to greet/answer
Time to solve problem

Operational Efficiency:

Time to deliver/repair
Innovation: Time to Market

Customer Intimacy:

Time to greet/answer
Time to solve problem

Operational Efficiency:

Time to deliver/repair
Innovation: Time to Market

Customer Intimacy:

Time to greet/answer
Time to solve problem

Operational Efficiency:

Time to deliver/repair

 

Reduce Defects Defects in PPM (orders, products, services, bills) Adverse events (PPM)-medical, medication, infections, etc. Defects in PPM (orders, products, services, bills) Defects in PPM (orders, products, services, bills) Defects in PPM (Transactions PM)

 

Reduce Costs Waste, Rework, Warranty Costs Waste, Rework, and Legal Costs Waste, Rework, and Legal Costs Waste, Rework, Warranty Costs Costs of Waste, Rework, Downtime

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