Strategic Planning

In a perfect world, what would your organization accomplish? Who would you serve? How would you know you've been successful? Knowing where you're going is key to creating an enterprise that actually delivers on it promise to audiences, artists and contributors alike. To better understand your organization strategic direction we'll look at four key organizations perspectives ( Kaplan and Norton's Balanced Scorecard ):

  • Customer
  • Financial
  • Internal Processes
  • Learning and Growth
In each perspective we'll explore measures of performance to help guide decision making and keep the organization on the road to success. As example here's some key metrics for measuring your effectiveness from the customer's perspective:

Customer Perspective Objectives and Measures

Customer Objectives

Performance  Metric


Market share


Customer retention

Customer satisfaction

 Customer profitability

 

Product/Service Attributes

 

Customer relationship

 

Image and reputation

 

Percent of target market/available funding

Repeat ticket sales, subscription and grant renewals

Customer satisfaction surveys, focus groups, # of one time ticket buyers

Revenue/customer

Net margin/customer

Customer satisfaction surveys, focus groups, # of one time ticket buyers

Donations per customer,

Volunteer hours

Market place survey



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