BUS 499 MODULE 2 CASE AND SLP LATEST-TRIDENT
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BUS 499 Module 2 Case and SLP Latest-Trident
BUS499
BUS 499 Module 2 Case Latest-Trident
Module 2 – Case
BSC FLEXIBILITY & THE CUSTOMER PERSPECTIVE
Assignment Overview
In the last module we looked at the Balanced
Scorecard and how it is implemented from more of a purist’s approach and just
touched on the flexibility of the tool. In this module, we are going to look at
the BSC from more of an adaptive approach. That is to say, how adaptable is
this tool given the wide variety of organizations out there in the world.
In this assignment you are asked to study the
required readings and to read the following case study:
Basu, R., Little, C., & Millard, C.
(2009). Case study: A fresh approach of the balanced scorecard in the Heathrow
Terminal 5 project. Measuring Business Excellence. 13(4). 22-33. Retrieved from
http://www.perf-ex.co.uk/wp-content/uploads/2012/04/T5-case-study-MBE-papaer.pdf
After reading this article, write an essay in
which you compare and contrast the balanced scorecard utilized by the British
Airport Authority (BAA) at Heathrow Airport’s Terminal 5 project with the
standard quadrants typically applied in a traditional BSC approach (financial
focus, Internal focus, Learning and Growth focus, and Customer focus). That is
to say, the Terminal 5 project was a large, public construction project using
private contractors. Yet, the BSC approach is also applied to the manufacturing
sector, health care sector, and is applied in both private and public
organizations. So you’ll want to consider how the T5 project adapted the BSC
approach to fit the prevailing circumstances to help formulate your arguments.
Assignment Expectations
In formulating your essay you need to discuss
to what degree the evidence suggests the balanced scorecard approach is
amenable to most organizations.
Introduction:
In this part of your essay you will need to
introduce your topic and provide a very brief overview of the key points you
plan to make in your paper.
Analysis:
In this section you will present the actual
comparison and contrast between BAA’s approach to the Balanced Scorecard and
more traditional approaches.
Conclusion:
Wrap up your argument with a clear and cogent
synopsis of your findings. Do your best to convince your reader (aka, your
professor) as to your position.
Additional Instructions:
Your essay should be 3 to 4 pages in length
(not counting your title page or references). You must include a list of
references. APA formatting is preferred. Do not paste in sections of text into
your essay. All of your work must be written in your own words. It’s OK to use
a short quote now and again, but quotations must be in quotation marks and
properly cited. In-text citations should be used anytime you are borrowing
somebody else’s ideas, or information. That is to say, if you are borrowing a
thought from a publication from F. Leghorn’s article written in 2010, that
section of text must be followed with (Leghorn, 2010). Quotations, data, and
general ideas (put into your own words) should all be cited.
BUS 499 Module 2 SLP Latest-Trident
Module 2 – SLP
BSC FLEXIBILITY & THE CUSTOMER PERSPECTIVE
For Module 2, consider your organization’s
mission and strategy from the perspective of its potential, prospective, and
present customers. In this section of the assignment you’ll begin to identify
objectives and measures relevant to that perspective. Refer back to this
presentation on objectives if you need to.
SLP Assignment Expectations
Once you’re reasonably clear on what’s
involved, think about your organization and its customers/clients/users/service
recipients/whatever-you-wish-to-call-them, and then:
- Identify at least three objectives for the
organization’s customer service perspective and show how they relate to
the mission, vision and strategy of the organization.
- For each objective, develop at least one meaningful
performance measure (metric).
- For each objective, identify at least one expected
level of performance (target).
- For each objective, identify at least one new action or
program that needs to be developed to ensure successful implementation of
the organization’s strategy (initiative).
Comment briefly on the relationships of the
customer service objectives that you’ve identified here to the financial
objectives that you identified in the Module 1 SLP assignment. How do they help
to fulfill those objectives? If they don’t (and they don’t have to), what makes
them more important than objectives that would relate to finances?
Finally, do you wish to make any changes to
your Module 1 objective write-up in light of your Module 2 experience?
Here’s a table that you may wish to copy and
fill in (the boxes are expandable – take all the space you need to be complete
in your descriptions. No more than 2-3 pages should be necessary.)
|
Objective
|
Measure
|
Target
|
Action
|
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Relationships to
other objectives
|
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Revisions (if any)
to Module 1, 2, and/or 3 Objectives
|
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Objective/Module
|
Measure
|
Target
|
Action
|
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Relationships to
other objectives
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