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Lean Six Sigma Solution

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Balanced
Scorecard
Measures
Vision
Financial
Growth
Balanced Scorecard
Increase
Customers
# of
Customers
% increase
Long-Term Short-Term Measures Targets
Increase
Order Size
Increase
Frequency
Average
Sale
% increase
Frequency of
Sale
% increase
Customer
Increase
Customer
Satisfaction
Customer
Satisfaction
% increase
Increase
Referals
Increase
Frequency
Referal Rate % increase
Frequency % increase
Quality
Reduce
Cycle Time
Cycle Time % reduction
Reduce
Defects
Reduce
Costs
Parts per
Million
% reduction
Cost of
Waste &
Rework
% reduction
Learning &
Growth
Increase
Core Skills
Training % increase
Increase
Systems
Availability
System Un-
availability
% reduction
New
Revenue
New Product
Revenue
% increase
Strategic Themes
Build the Franchise
Increase Customer
Value
Achieve Operational
Excellence
Be a Good Corporate
Citizen
Grow Existing Business
Expand, Deepen or
Redefine Relationships Reduce Delay Public Trust
Create value Value-added Solutions Reduce Defects Safety
Expand into new
products and services Reduce Variation Environment
Expand into new
markets and customers Service Excellence Reduce Costs
Manage Suppliers
Growth
"Revenue or Sales Growth"
Productivity
Gross Profit/Labor Costs
Financial
Perspective
Customer
Perspective
Internal
Perspective
Learning
and Growth
Perspective
Product Leadership
Customer Intimacy
Improve Shareholder Value
Revenue
Build the
Franchise
Increase
Customer Value
Operational
Excellence
New
Revenue
Increase
Customer
Improve
Cost
Improve
Asset
Strategic
Competencies
Strategic
Technologies
Climate for
Action
Motivated and Prepared Workforce
Be a Good
Corporate
Product/Service Attributes Relationship Image
Operational Excellence
Price Quality Time Funct- Service Relation- Brand
Customer Value Proposition
Vision World Class Leadership
Objectives Measures Targets Initiatives Results
Satisfy
Shareholders Increase Customers Number of Customers % increase
Increase Order Size Average Sale % increase
Increase Frequency Frequency of Sale % increase
Increase New Product Revenue
# New Products
% New Revenue % increase
Delight
Customers Increase Customer Satisfaction Customer Satisfaction % increase
Reduce Customer Complaints Complaints % reduction
Increase Referals Number of Referrals % increase
Increase Frequency Frequency of Sale % increase
Effective
Processes Reduce Cycle or Lead Time Cycle Time % reduction
Reduce Defects DPMO % reduction
Reduce Costs Cost of waste & rework % reduction
Motivated &
Prepared Increase Core Skills Training % increase
Workforce
Reduce Employee Turnover Turnover % reduction
Increase Systems Availability Unavailability % reduction
Metric Description
Month
Target
Month
YTD
Target
YTD
Average Sale Sales$ / #Sales
$61 $61 $61 $61
$43 $36 $43 $36
Output Metric Description
Month
Target
Month
YTD
Target
YTD
61% 59% 61% 46%
30 35 30 35
Output Metric Description
Month
Target
Month
YTD
Target
YTD
Scrap
1% 2.0% 1% 2.0%
13.0% 14.0% 13.0% 22.0%
Output Metric Description
Month
Target
Month
YTD
Target
YTD
2.5% 0.0% 2.5% 0.0%
2.5% 0.0% 2.5% 0.0%
Key:
Green: At or above target
Yellow: Missing target, but within sight
Red: Missing target by substantial margin
CUSTOMER
PROCESS
PEOPLE
BALANCED SCORECARD
FINANCIAL
Yellow Target %
90%
90%
90%
30%
90%
110%
90%
90%