Some time ago I was rummaging the cupboard and found the results of my thesis when I was in college, a bit of content thesis I ever made when I lecture about the four perspectives of Balanced Scorecard
Balanced Scorecard is a way to communicate the strategic business plans to the end user, in this case are employees who will implement strategic business plans that.
The four perspectives are:
1. Financial perspective (Financial Perspective)
Financial size is an important component of the Balanced Scorecard in corporate profits, private, and nonprofit sectors. A financial objective acts as a focus for strategic objectives and measures the size of all perspectives in the Balanced Scorecard. Financial performance measurements indicate whether the planning, implementation, and implementation of the strategy can provide a fundamental improvement. In the domain of profit-seeking firms, the size of the financial perspective to tell whether the implementation strategy of the company / organization leads to improved basic result. These improvements are reflected in specific goals related to profits structured. While in the nonprofit sector and public sector, financial measures to ensure that the company / organization is achieving results, and do so in an efficient manner so as to minimize costs.
2. Customers Perspective (Customer Perspective)
Needs of customers / consumers are the most important element in a business. In the perspective of customers / consumers of the Balanced Scorecard, the company / organization will compete. Therefore, identification of specific needs of customers / consumers exactly is needed. Gaspersz Vincent (2005: 52) To perform the analysis of customer / customer identification based on several considerations or the following characteristics:
a. Consideration of geography
- The location of customers.
- Population
- Regional preference
- Location of production facilities or services
- Sources of natural resources
b. General activity purchasers
- Personals
- Business or industry
- The government or institution
c. Position or responsibilities of the buyers
- Individual or personal
- Employee or an employee
- Business manager
- Business owners
- Government officials
d. Personal characteristics of buyers
- Age
- Gender
- Hobbies
- Physical characteristics
- Income level
- Level of education
- Political Affiliation
- Membership organizations and others
With some of the identification, will make it easier for organizations / companies still continue to maintain or improve existing performance with better innovation
3. Internal Business Process Perspective (Internal Business Process Perspective)
The third perspective is the internal business processes. in the internal business process perspective Balanced Scorecard, leaders / managers should identify the processes most critical to achieving the goal of increasing the value / satisfaction for the customer / consumer (customer perspective), retention (keeping the consumer), the growth of income (financial perspective), all of which is the outcome that must be maintained. In general, the usual / common use for the Balanced Scorecard is a model of internal business process value chain that consists of three main components, namely:
a. Process Innovation
In the process of innovation, companies / organizations trying to find / identify the needs of consumers / customers of the present and future, as well as developing new solutions to the needs of the consumer / customer. Solutions that may be made by the company / organization is to create / launch a product (goods and / or services) are new, add new features to existing products, providing unique solutions, to accelerate delivery of products to the market (consumers / customers), and others. the innovation process can be done through market research to identify market needs and preferences or needs of specific customers, so the company / organization is able to create and offer products (goods and / or services) as you wish / needs of customers and markets.
b. Operational processes
Process innovation is the process of delivering products or services that exist today. Reflects the company's operating processes orders from customers, until the product or service delivered to customers. Thus the operational processes can be said is the process of identifying sources of waste in operational processes and develop problem solutions contained in the operational processes to improve production efficiency, improve product quality and processes, shorten cycle times, thereby increasing the delivery of quality products on time, and others.
c. Process waiter / customer management
Service process associated with the service to customers / consumers, maintaining consumer by ensuring delivery of product or service quality and precise fit on the customer / consumer, organization / company to maintain existing customers and trying to grow a relationship with consumers.
4. Learning and growth perspective (Learning & Growth Perspective)
The fourth and final perspective in the Balanced Scorecard is to develop goals and measures that control learning and organizational growth. Here companies are not only investing for the future in tangible activities and Research & Development (R & D), but also must invest for the future, namely the investment to improve the ability of employees and systems, as well as the involvement of all employees of the company. These three things can lead to employee satisfaction, can lead to employee retention, and then be able to increase productivity.
Ideally, an organization not only maintains the existing relative performance, but improves it constantly. Continuous improvement will be achieved when companies involve those directly related to the internal business processes.
In relation to the workers or employees, there are other things that need to be reviewed by the management, namely employee satisfaction which is a pre-condition of the level of productivity, responsibility, quality, and customer’s service. To find job satisfaction to workers, the company conducted a survey on a regular basis. Some elements of employee satisfaction are:
a. Involvement in decision-making
b. Recognition
c. Access to information
d. Active encouragement for creativity and initiative
e. Support supervisor
Employee Retention is the ability to sustain company-worker best to stay within the organization / company.
Employee Productivity is the result of the influence of aggregate on the expertise and moral improvement, innovation, internal process improvement, and customer satisfaction levels. The goal is to connect the output of the workers / employees to the total number of workers.
Performance measures of learning and growth are divided into three groups:
1. The first group is the ability of workers / employees.
In this group is the level of job satisfaction of employees / workers, the turnover rate of workers / employees, the size of the company's revenue per employee / worker, value added per employee / worker, the rate of return of fringe benefits.
2. The second group is the ability of information systems.
These groups include the required level of information availability, the level of accuracy of the information available and the time period to obtain the information needed.
3. The third group is the motivation, empowerment and harmony of individual companies.
In this group, among others, is the number of targets that are implemented or realized, the target number of employees, number of targets that was effective, metric half-life (is a measure that was developed to determine the duration of the performance improvement process by 50%), and the many employees who know and understand the vision and corporate objectives.
