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Management
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English (U.S.)
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BUS499 SLP3 BSC Implementation & Internal Business Process Perspective

Essay Instructions:

For Module 3, consider the organization's mission and strategy from the perspective of its internal business processes (from your work on the case, your previous course work, and your background reading, you should be reasonably clear what such business processes are). In this section of the assignment you’ll begin to identify objectives and measures relevant to that perspective. Refer back to this presentation on objectives if you need to.
SLP Assignment Expectations
Once you’re reasonably clear on what’s involved, think about your organization and its business processes, and then: 
Identify at least three objectives for improving the organization's internal business processes, and show how they relate to the mission, vision and strategy of the organization. 
• For each objective, develop at least one meaningful performance measure (metric).
• For each objective, identify at least one expected level of performance (target).
• For each objective, identify at least one new action or program that needs to be developed to ensure successful implementation of the organization's strategy (initiative).
• Comment briefly on the relationships of the process objectives that you've identified here to the finance objectives that you identified in the Module 1 SLP assignment and/or the customer service objectives that you identified in the Module 2 SLP assignment. How do they help to fulfill those objectives? If they don't (and they don't have to), what makes them more important than objectives that would relate to finance or customer service?
• Finally, do you wish to make any changes to your Module 1 or Module 2 objective write-ups in light of your Module 3 experience? 
Here’s a table that you may wish to copy and fill in (the boxes are expandable - take all the space you need to be complete in your descriptions. No more than 2-3 pages should be necessary.) 

Essay Sample Content Preview:

Bsc Implementation & the Internal Business Process Perspective
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BSC Implementation & the Internal Business Process Perspective
A company’s success depends on several factors, but revenue largely depends on sales volume. It’s important for the company to focus on increasing customers’ levels of satisfaction to increase sales volume (Niven. (n.d.). A company’s values proposition to customer needs to sell for the company to achieve its intended objective, in line with the company's vision and mission statement. Companies need effective strategies to achieve the best value proposition to customers to increase sales volume (Niven. (n.d.).
The challenge facing organizations is how to select the critical process that will drive value for their customer to achieve the desired financial outcomes. Robert Kaplan and David Norton identified four categories of the internal business process. Reviewing the customer perspective is one of the important perspective that can help drive up customer value (Braam & Nijssen, 2011). To drive up customer values the company needs to focus on internal operational goals relating to the key process that will deliver customer objectives (Braam & Nijssen, 2011).
McDonald's is one of the companies that implemented various initiatives to improve its production by operating 24hours to serve more customers. McDonald’s internal business process aimed at improving production facilities to operate on 24-hour basis (Braam, 2012). McDonald's overall vision is to become the best quick service restaurant, providing outstanding quality services within a clean environment. This is an ambitious vision that requires strategic planning and strategic implementation. McDonald promises great service and unforgettable experience within a global scale, which is in line with its mission and vision (Braam, 2012).
By reviewing its objective, McDonald's needs to focus on how to satisfy the expectation of both its shareholders and customers. Based on these objectives, the metrics to be measured includes its internal operations by evaluating the company's products and services against the customer expectation (Braam & Nijssen, 2011). In terms of operational excellence, McDonald's have outperformed its competitors because of its major investments. The company has achieved service excellence through constituency, but it needs to consider some of the processes that will ensure customer receive faster services (Braam & Nijssen, 2011). Operating in a competitive food industry, McDonald is aware of its customer needs, making speed and consistency as one of its priorities (Niven. (n.d.).
The first objective for McDonald is to minimize its cost of operations that is paramount and will help the company have a competitive advantage in the fast food industry (Niven. (n.d.). The other objective is to increase its output by reaching out to many customers. The third objective is to improve its customer service (Niven. (n.d.). Measuring the actual cost of the business based on company data, increasing its output can be measured by determining the number of customers being served by the McDonald. Measuring customer service can be evaluated by the feedback f...
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