RESTAURANT BALANCED SCORECARD EXAMPLE

––– BOB'S PIZZA & PASTA –––

ADDRESS 1234 Mozzarella Way SE CITY Seattle STATE WA ZIP 98106

TARGETS INITIATIVES
STRATEGIC OBJECTIVES KEY PERFORMANCE INDICATORS
CURRENT INTERVAL NEXT PROGRAMS BUDGETS

Increase company profitability % Net profit margin 7% Q 12%

FINANCIAL

$ Net cash flow 22.101 M 24

N/A N/A
Optimize revenue and expenses $ Sales to date 30.564 Q 35.05

$ Cost per call 0.24 M 0.12

Maintain high levels of customer

% Survey excellent score 32% Q 50%
satisfaction

% Call abandon rate 16% M 10% Begin customer rewards

CUSTOMER

project
Increase customer profitability $ Revenue per client 300 M 350
$5,000.00 initiative
Project to train
$ Average new customer
12 M 5 employees on new 0.5 hour per employee
acquisition cost
customer rewards
Build and improve the customer
# New customers 315 M 350
network

% Market share 6% Q 10%

Increase call-handling expertise Average call-handling time 315 M 350

% Scheduling adherence 6% Q 10%

PROCESSES
INTERNAL

Training for call handlers 0.25 hour per call

Improve service delivery % Processes optimized 9 M 7
handler
Review the service
% Active projects running on time 75% M 85%
delivery process 5.0 hours manager
and on budget 50% M 55%

50% M 50%

Build a culture that encourages Ask for and reward

# Employee engagement index 27 Q 40 employee ideas that
innovation
improve processes
# Ideas received for
new/improved service from 25 M 25 Write up employee
employees $25/idea, $500/success
LEARNING

innovations in the
Nurture high-performing idea
% Employee satisfaction 75% Q 85% company newsletter
employees
Groups:
% Employee turnover 9% M 5% Determine bonus
5 hours manager
structure for successive
Continuously improve skills and # Training hours per full-time 1 hour manager
15 M 18 years of service
competence equivalent
% Employees meeting Group to decide rewards
professional development 72% Q 85% for completed training
requirements programs