Balanced Score Card - Internal
The Internal processes looks at how smoothly and efficiently your business is running. How do you ensure that you are eliminating time wasters and maximizing time to increase efficiency. Taking a quality look at your internal business processes also ensure that you are considering what your customers really want. Think about how fast food restaurants have implemented mobile ordering. Maybe they’ve identified through looking at their processes that their customers don’t like waiting in line. Mobile ordering to make fast food…. WELL FASTER is a direct reflection of considering internal business processes. Again, one can assume that there were some opportunities for improvement for Popeyes as it relates to their business processes during the chicken rush.
Paul Niven tells us that: The selection of Internal Process measures is critical in weaving together the disparate pieces of strategy into a coherent whole.
What exactly does all this mean? It means that your internal processes are the bridges between you and your customers.
Are your internal processes making it hard for customers to order new parts or get consulted on new products?
The internal processes looks at clusters to determine whether their processes are efficient and we are going to look at a few
The first is operations… these are the processes that manage the day to day activity. It’s those items that are routine and key to delivering a product or service. I want you to imagine that you have your own business. Let’s assume that you sell online courses. Your operation internal processes would be how easy or hard it is for someone to find your website, check out your courses and purchase one. Think about how many times you’ve gone to check out on a site and it didn’t work or you wanted to buy something from someone and they didn’t have a website… or worse… they reply with “DM me for pricing”
The second is customer management. Ever wonder why your favorite stores always send you discounts or gifts on your birthday? Remember your purchases? They have a process for consistently engaging their current customers and potential customers. Think back to that course example I mentioned. You will likely have a process for engaging your students but also doing things to turn those possible students into actual ones.
The third cluster is innovation. And we all know the saying…. “Innovate or die” and the fourth is all about compliance and being good corporate citizens.
Don’t forget to tune back in as we talk about learning and growth.
Hello!
Is this the first time we’ve met? If so, I’m Cari Hawthorne and I love helping HR professionals accelerate their careers.