Please read the information below and do the following:

1 Draw a strategy map of a bus company operating in NSW.

2 Develop a balanced score card for the bus company.

The starting point in developing a balanced scorecard is to identify the vision and objective of the company. After some discussion the management team arrived at the following. The vision of the company is to be the leading bus company in New Zealand, known for superior customer service and innovation. The objectives of the company are to: achieve a 40 per cent market share within 3 years achieve a return on investment of 10 per cent within 3 years. To achieve these objectives the strategic priorities of the company are: cost service reliability product innovation. The company decided to base its BSC on the four Kaplan and Norton perspectives, and secific objectives were formulated to support the achievement of the company objective making in to account the three strategic priorities.

Balanced Score cardwrite down on lead and lag indicator

Objectives Lag indicators lead indicators

1 Financial

Improve profitability

2 Customer

Improve customer satisfaction

3 Internal business processes

Improve reliability of bus service

4 Learning and growth

Improve employee satisfaction