By achieving customer satisfaction, they could expect the desired financial outcome which in the case of the USPS is to provide sufficient revenue to support their mission of universal delivery service. It also aligns the top level strategies with those of middle management ensuring that they are clearly connected and appropriately focused.
Employee satisfaction was measured by employee surveys which were conducted annually but could be traced on a monthly basis by each unit. These questions are addressed at the organizational level but I do not believe they are addressed at the local office level.
I often dread going to the post office as my experience has been one of long lines and poor customer service. As with any other measurement, one should ask the following questions: How do you we get employees committed to the vision?
Need essay sample on Using the Balanced Scorecard at the Managing for Quality and Performance Excellence. Some disadvantages include the fact that the BSC is not a quick fix and requires a considerable amount of time and effort as well as financial investment to develop it.
The balanced scorecard approach was developed in order to aide organizations in measuring performance and strategies that are not normally measured in the traditional way that financial assets are measured.
What do the customers need and want? It also ensures that the short, medium and long-term views are managed in a perpetual and cohesive manner.
You could also encourage eye contact and a positive attitude by making employees greet customers with a smile. The VOB was separated into two areas which were represented by a measurement in productivity and another in revenue generation.
How do you get the organization committed to the employees? What is the nature of the business? The USPS realized that it must improve employee satisfaction in order to improve its internal processes.
A great advantage of the BSC is the ability to measure not only the financial but also the non-financial measures. These areas were good indicators of whether internal processes were improving which would have been a direct result of improved employee satisfaction.
It would be beneficial to obtain the answers to these questions and then create a local customer satisfaction survey.
This personalization will go a long way in improving customer satisfaction. In response to question two of the key issues for discussion, the USPS could increase its customer satisfaction by reviewing its customer satisfaction at individual Post Offices.
Based on these results, you can possibly come up with new processes that would reduce the queue time and improve customer service. This was accomplished by providing training and growing their employees professionally.These are the performance prism, total quality management, value based management and the balanced score card method of which the balanced scorecard technique is the most popularly used management system used in order to improve the performance of the organization.
Quality In Practice Using The Balanced Scorecard At The United States Postal Service Balanced Scorecard the balanced scorecard approach provides a clear prescription as to what companies should measure in order to 'balance' the financial perspective.
Case Study Quality in Practice: Using the Balanced Scorecard at the USPS 1 This preview has intentionally blurred sections.
Sign up to view the full version. Balanced Scorecard and Performance Management in the U.S. Postal Service Office of Strategic Planning September 11, Kent Smith, Manager, Strategic Business Planning.
the Postal reorganization Act of redefined the Post office Department into the United States Postal 9 USinG the BALAnceD ScorecArD of e-mail further threatened the traditional protected status of.
Quality in Practice: Using the Balanced Scorecard at the USPS. discuss "Key issues for discussion" questions on page Also, note what are some of the advantages and disadvantages of using a Balanced Scorecard approach.Download