2.

Develop a balanced measurement system showing how the measures and measurement links to what you believe are the key success factor of CCC? According to the case, we have found that the key factors that bring CCC to success are in many factors following: 1. Time Accessibility. CCC works on 24 hours and 7 days. This means that the centre opens all the time and customers can call them at any time. 2. Immediate Solving Problem. They provide customers with fast respond. 90 percent, they can handle and solve the problems within the first call. 3. Centralization and Stand alone centre service unit. CCC is Centralization which is separated from the parent company. They also have their own mission to support their own system and strategies. Because of this reasons, CCC can have faster decision making and quick respond to customers. 4. Empowerment and Flexibility. Employees have full power to make their own decision in responding and solving the problems. They have to know what they should do to handle with the customers. And flexibility in the term of working hours and compensation to employees. Giving compensation depends on how many hours that employees work. 5. Quality Services and Customers satisfaction. CCC has high quality service with speed of respond, fewer of error, accurate information and friendly with customers. Therefore, to link the Balanced Scorecard with the key success factors of CCC, we have to consider in 4 perspectives: 1. Financial Perspective. The company has to consider how the CCC is doing for shareholders. According to this case, to increase a firms sale, income growth, and cash flow and well as the profit margin, the centre has to improve agent channel. CCC has to communicate with all agent channels to make the sale smoothly. The CCC has to update the information to all agents, training them how to deal with customers and how to give the good and current information to customers also for the time accessibility as well. When customers can easily receive good and correct information from the agents, so they can decide to make a contract with the firm, this way can improve the sales increasing and financial to the firm. And also it can decrease defection rate and selling more contracts. 2. Internal business process Perspective. Internal Business Process measures can be used to measure the productivity, reducing time cycle, and quality measurement. From the case, the CCC hires 70-80 percent of generalist employees with addition skills to avoid an annoyed when they have to repeat

same answer from the customers. And only 20-30 percent of employees who are expert and specialist to answer a specific team with extended product knowledge. This approach also can make customers satisfy with CCCs services, when employees are friendlier and enable to answer the question well, so customers will easily make contracts with firm and be a customer loyalty. 3. Learning and Growth Perspective. It can use to determine the firm technology, leadership, products development and operation process improvement. From the case, CCC can improve the operation system by increasing the service quality. This can be done by increasing the speed of resolving, reducing error of the service, accurate and currently information to customers, also to eliminate the process step for making decision. CCC offers new system with one telephone number for all problems and also the centre will open 24 hours and 7 days. So this method can finalize 90 percent of customer inquiries and lead to increase in service quality and efficiency. 4. Customers. Using the customers to define the defect-level, product development support. By applying this, CCC should training employees to be friendly, access information, knowledgeable and multi skills. In addition managers should support and motivate employees and give them a good compensation. In this way CCC can reduce the defection rate and improve in customer retention and increasing customers loyalty because CCC has more concern to customers. More specifically, if the firm, CUP Corporation is using the Balanced Scorecard, it can strategically improve its organizational effectiveness where all its strategies are aligned to the goals of implementing CCC and becoming the service leader in insurance industry. Balanced Scorecard can direct them on which measures should they focus to strategically improve their performance. In some extent, if they want to enhance its strategic target that is to enhance customer retention and increase the level of customer satisfaction, then, firm can strategically focusing more on the internal business process and customers perspective. Generally, the internal business process perspectives help firm to enhance its productivity and quality performance whereas customer perspectives can help the firm to improve its performance on service delivery and to increase the level of customers satisfaction in certain ways. Therefore, Balanced Scorecard can help them to learn and better improve their performance specifically in terms of technology and product development by having a benchmark in comparison with other competitors thus driving them to be listed as one of the best service leaders in insurance industry.