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Restaurant Balanced Scorecard Example

Bob's Pizza & Pasta has set strategic objectives to increase profitability, optimize revenue and expenses, maintain high customer satisfaction, and increase customer profitability. Key performance indicators are established to measure progress towards targets in areas such as net profit margin, sales, costs, survey scores, and customer acquisition costs. Initiatives such as customer rewards projects and employee training are planned, along with budgets, to help achieve the objectives.

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Aiman Abousher
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2K views1 page

Restaurant Balanced Scorecard Example

Bob's Pizza & Pasta has set strategic objectives to increase profitability, optimize revenue and expenses, maintain high customer satisfaction, and increase customer profitability. Key performance indicators are established to measure progress towards targets in areas such as net profit margin, sales, costs, survey scores, and customer acquisition costs. Initiatives such as customer rewards projects and employee training are planned, along with budgets, to help achieve the objectives.

Uploaded by

Aiman Abousher
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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––– BOB'S PIZZA & PASTA –––

ADDRES
S
1234 Mozzarella Way SE CITY Seattle STATE WA ZIP 98106
TARGETS INITIATIVES
STRATEGIC OBJECTIVESKEY PERFORMANCE INDICATORS
CURRENT INTERVAL NEXT PROGRAMS BUDGETS

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


OUTCOMES

$ 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
% Survey excellent score 32% Q 50%
customer satisfaction
STAKEHOLDERS

% Call abandon rate 16% M 10% Begin customer


rewards project
$5,000.00 initiative
Increase customer profitability $ Revenue per client 300 M 350
Project to train
$ Average new customer acquisition 0.5 hour per
12 M 5 employees on new
cost employee
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


PROCESSES

% Scheduling adherence 6% Q 10% Training for call


0.25 hour per call
handlers
Improve service delivery % Processes optimized 9 M 7 handler
% Active projects running on time 75% M 85% Review the service
5.0 hours manager
delivery process
and on budget 50% M 55%
50% M 50%
Build a culture that encourages improve processes
# Employee engagement index 27 Q 40
innovation
# Ideas received for new/improved Write up employee
25 M 25 $25/idea,
innovations in the
ENABLERS

service from employees $500/success idea


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

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