[ABC ORGANIZATION NAME] BALANCED SCORECARD
Draft 2021 – 2022 Business Plan
DRIVER
DELIVERABLE
•
CUSTOMER
SATISFACTION
•
•
10 %
importance
Weighting
Effective
delivery of
high-quality
products and
services to
satisfy
customer
needs.
•
Develop processes to monitor effects
of Covid-19 upon customer business
practices:
 Walk-in Customers
 Institutional Customers
 Member-sales
Customers
Identify behaviour changes and
modify business practices to respond
appropriately.
Using tools provided by CA Gerry,
develop a Business Plan and
financial models to evaluate the
feasibility for a new Digital strategy
and program to:
 Promote ABC products
 Advertise Independent
Distributor sales opportunities
 Launch ABC Gift Cards program
 Launch seasonal sale discounts
(e.g., “March Madness” sale
 Facilitate digital payment options
Review ABC Marketing Plan and
Map the Customers Journey
ACTION STEPS
(Must be specific and
measurable)
DELIVERED
BY/DATE
Develop specific and
measurable action steps
with specific action
delivery dates.
Identify
specific
person or
committee
responsible
to complete
specific
action by a
specific date.
As above
As above
As above
As above
Page 1 of 5
[ABC ORGANIZATION NAME] BALANCED SCORECARD
Draft 2021 – 2022 Business Plan
DRIVER
DELIVERABLE
PEOPLE
DEVELOPMENT
• Implement CA Gerry’s Board of
Directors Roles and Responsibilities
document and provide training to
Board Members.
ACTION STEPS (Must
be specific and
measurable)
Develop specific and
measurable action steps
with specific action
delivery dates.
10%
importance
Weighting
Maximize
management
performance
through an
organized and
motivated
workforce.
• Using CA Gerry template, implement
position descriptions for key ABC
senior management positions.
Provide functional training to
incumbents.
• Promote staff attendance at DTI/DA
management training programs
directed at Business Development,
Marketing, Sales and Distribution
functions.
• Provide computer training to Board
of Directors and office staff
DRIVER
• Implement post-assignment program
with CESO to obtain continued
support to implement CA Gerry
recommendations.
DELIVERABLE
DELIVERED
BY/DATE
Identify
specific
person or
committee
responsible to
complete
specific
action by a
specific date.
As above
As above
As above
As above
As above
As above
As above
As above
ACTION STEPS (Must DELIVERED
be specific and
BY/DATE
measurable)
Page 2 of 5
[ABC ORGANIZATION NAME] BALANCED SCORECARD
Draft 2021 – 2022 Business Plan
• Using CA Gerry’s sample position profiles,
develop written profile position
BUSINESS
descriptions for key management
PRACTICES
positions to ensure that a) all duties are
covered and b) each incumbent has a
50 % importance
clear knowledge of position duties and
Weighting
responsibilities
Continually
improve sales and
marketing
processes to
• Establish an ABC Management Committee
optimize business
and define the Committee role.
performance.
Develop specific and
measurable action steps
with specific action
delivery dates.
Identify
specific
person or
committee
responsible
to
complete
specific
action by a
specific date.
As above
As above
• Develop a written 5-year Strategic Plan
and address critical Internal Issues.
Include SWAT Analysis.
As above
As above
• Develop a Pandemic Emergence Plan for
years 2021 and 2022.
As above
As above
• Complete a feasibility cost-benefit analysis
for a dedicated ABC website.
As above
As above
• With assistance from DTI, design and
develop a dedicated ABC Gift-card
Program
As above
As above
As above
As above
• Implement Balanced Scorecard as a
continuing management process.
• Evaluate role of Independent Distributors
as the primary business growth
distribution strategy. If confirmed,
appoint a leader to lead the
development of the ID distribution
channel.
DRIVER
DELIVERABLE
ACTION STEPS
(Must be specific and
measurable)
DELIVERED
BY/DATE
Page 3 of 5
[ABC ORGANIZATION NAME] BALANCED SCORECARD
Draft 2021 – 2022 Business Plan
INNOVATION
& LEARNING
10%
importance
Weighting
Constantly
seek new
methods to
improve
business
performance
 Develop training program for Board of
Directors, Management Committee,
employees, and customers to educate
them on implementation of the
Balanced Scorecard.
 Implement training program for new
Board of Directors to ensure that they
clearly understand their roles and
responsibilities. Implement 4 BOD
Agreements to be signed by each
Director
DRIVER
•
FINANCIAL
•
PERFORMANCE
20%
importance
Weighting
Achieve gross
profit targets as
established
from time to
time. Generate
Member
dividends.
•
Develop specific and
measurable action steps
with specific action
delivery dates.
Identify
specific
person or
committee
responsible
to complete
specific
action by a
specific
date.
DELIVERABLE
ACTION STEPS
(Must be specific and
measurable)
DELIVERED
BY/DATE
Implement ABC Profitability Analysis
Tool
Implement Business Income and
Expenses Analysis Tool
Implement a Monthly Income and
Expense Report for current year and
projection for next year.
Develop specific and
measurable action steps
with specific action
delivery dates.
Identify
specific
person or
committee
responsible
to
complete
specific
action by a
specific
date.
•
Use CA Gerry tools to develop a
cashflow Financial and Business
Planning Model:
 During Covid-19
 Post COVID-19
 For new products
• Track actual results against Plan.
As above
As above
Gerry O’ Connor
Page 4 of 5
[ABC ORGANIZATION NAME] BALANCED SCORECARD
Draft 2021 – 2022 Business Plan
CESO CA, November 2021
Page 5 of 5