Our main strategic objective, Provide Excellent Customer Service requires us to convert the value of our strategic assets into value for our customers.
The value of our assets is of three types:
- Our People: their skills, their knowledge, and especially their motivation.
- Our Resources: financial and physical
- Our Processes: the multitude of systems that we continually refine to be more effective and efficient.
The value that we provide to our customers is fulfillment of their needs; for example,
- high quality printed materials
- buses that run on time
- a helpful, friendly response when customers call
- clean, well mantained exercise equipment
- and many, many others
Our core purpose is to continually get better at fulfilling our customers' needs. How do we do that?
- EXPAND OUR VISION to include;
- new ways of doing business
- new services and products
- new markets
- new customer segments
- INCREASE VALUE FOR OUR CUSTOMERS:
- lower costs
- faster turnaround
- more accurate and effective service
- higher quality products
- better interpersonal relationships
- greater understanding of our customers' needs
- ACHIEVE OPERATIONAL EXCELLENCE:
- improve productivity
- redesign processes
The aim of our Balanced Scorecard is to implement strategy by promoting the best alignment of our people, our processes, and our resources to fulfill our customers' needs.
