Balanced Scorecard

Financial

Market share -- gain fifty percent of the local market share within a three-year period.

Profitability -- break even within the first two years of operations and earn a $20,000 profit by the beginning of the fourth year.

Competitive Position -- establish the business as the "hometown" alternative of choice for premium coffee beverages and related goods through full participation in community events such as softball teams or fundraisers.

Customer retention or turnover -- positioning the business as the "local" alternative of choice will require a high rate of customer retention. Our goal is to have no less than ninety-five percent of our customers return to the business.

Customer satisfaction -- will be the highest priority in the small coffee business and will be vital to maintaining retention. Our business will shoot for a full one hundred percent customer satisfaction rate and will empower its employees to...
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