Source: (Hax & Wilde II 2003)
14.2 Appendix B: Balance Score Card Dimension of Proton
Balance Scorecard Framework
Shareholder Look
Operational Effectiveness
Organizational Learning
Customer targeting
Proton
· Volume, revenue, gross margin by technology segment and market segment
· Revenue and turnover by geographical segment (Asia, Europe, Middle East, Africa and Pacific)
· Revenue and turnover by business domain such as capital, industrial and government.
· Wholly-owned subsidiary Lotus Engineering UK – leading automotive engineering consultancy company
· Application of Information Technology in the R&D and auto development
· % of sales from new technology and models;
· Training as a % of sales;
· Customer market share by tier
· Profitability by customer tier
· Customer satisfaction by tier
Strategic and Integrated Partner companies
· Volume, revenue, turnover, gross margin by individual client
· Year over year sales and turnovers growth by individual clients;
· Return on business relationship investment
· Cost to serve clients;
· Number of clients on each country and partner;
· Return on investment on collaboration tools per selected clients;
· Return on % revenue on the center of excellence establishment
· Customer satisfaction;
· Joint revenue and turnover from complementor relationship
· Relationship
Body Shopper
· Volume, revenue, turnover, gross margin by individual clients;
· Return on investment per head;
· % revenue and sales from new clients
· Time needed in order to complete the transaction from start to finish per model or project;
· Idle time of engineering;
· Return on investment on collaboration;
· % of revenue, volume, earnings by different channels:
o Referral by clients;
o Direct selling;
o Cross selling
· Cost of training per project
· Cost of the collaboration tool in order to facilitate transfer of knowledge
· Cost to serve clients per channel;
· Customer satisfaction on the models, relationship and cost of products.
Adopted from: (Core.org n.d.)
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