Imagine you are running a real estate brokerage. Use Kaplan and North’s “strateg

Question

Imagine you are running a real estate brokerage. Use Kaplan and North’s “strategy map” to identify key performance indicators (KPI) and their relationship to each other. You should be able to illustrate how the balanced scorecard dimensions (i.e., finance, customer, process, learning) can be entered into a hierarchical cause-and-effect diagram. Because many companies have too much data and not enough insights (paralysis by analysis), a strategy map helps you focus. A strategy map shows how “soft” topics, such as “learning” or “brand,” have concrete financial consequences. We do not require concrete numbers for the KPIs but a clear description of what they are and how they relate. You should also include critical competencies in your strategy map.

In addition to the strategy map figure, you’ll want to incorporate text about each- for example: “The customer perspective focuses on X elements…”

Keep focused on the reflections, for example: “Finally, in terms of image, [my company] will have to invest in its brand equity to make it a reflection of this dual value proposition, focusing both on XX [example: product leadership]. As a consequence, [my company’s] image will be a mix of best-in class solution and trusted brand. In this respect, a high score in a well-designed customer survey is an appropriate KPI.”

Return on capital Employed Profitobility growth stratcey Financial Perspective Increase productivity & decrease operating costs stratcgy Revenue growth stretegy Positive Satisfied clients improve use of staff Improve back br structure commissions Increase volume of transactions Revenue in target customerS Revenue and net Revenues from retros & commissions Operating costs per client margin per relationship Increase management fees amount per year & banks commissions mandEET Customer Perspective Service Attributes Relationship Win-Win Banks Image Trusted Family, helpful aff Real concern on optimization of Wcolth & fiscality Offer more Security & products Quality Time Premium service &up ntimoc Proposition Control Arcora family Banks profitability Banks satisfaction Performance fees up to the appraisal of the dient Face to face Arcora-Customers feed backs % of returning Market share Internal Process Perspective Enhance tailormade Improve the Improve security of data Improve IT stock of equipment automatc& costs control relationship with each understanding of the customer office cost leader Red risks of breakdowns & hacking uce IT and internet New return on extra investments Number of meetings with dients Customer satisfaction Define time cost per action Brand awareness score questionnairc Learning and Growth Perspective Adopt technology that Improve knowledge and skills & develop com improvc proccssCs communication and encourage mind-set change Culture of performance & accountability: rigourous attention to business metrics Employees'training on new rm CX Training & marketing on this platform General requirement Increase satistaction & Differentiator (text i cmmi black within the cel atio of strateeic skills to Emplovee feed-back Personal balance scorecards

Explanation / Answer

Finally, in terms of image, the company will have to focus on customer relationship management along with employee training after developing the operational processes in order to generate revenue that is aligned with the growth strategy.

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