Spinner Pet Sitters Balanced Scorecard Coursework

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The current report presents a balanced scorecard for Spinner Pet Sitters. Based on the balanced scorecard and the company’s performance, the report also provides recommendations for Shelly to improve its performance in the coming years.

Balanced Scorecard for Spinner Pet Sitters

A balanced scorecard is a strategic management tool, which is used to align a business’ performance and activities with its mission, vision, and objectives. Based on the information provided in the case study, the following balanced scorecard is developed for Spinner Pet Sitters:

PerspectiveObjectivesMeasuresOrganizational GoalActual PerformanceGap
Financial Perspective
  • Increase quarterly profits to $ 5,000
  • Increase return on capital employed (ROCE) to $ 4,000
  • Profit results for the quarter
  • Return on capital employed (ROCE) for the quarter
  • Profit for the quarter = $ 5,000
  • Return on capital employed (ROCE) for the quarter = $ 4,000
  • Profit for the quarter = $ 6,000
  • Return on capital employed (ROCE) for the quarter = $ 1,500
  • $1,000
  • – $2,500
Customer Perspective
  • Increase customer satisfaction to 95 percent
  • Increase customer recommendation rate to 80 percent
  • Customer satisfaction rate
  • Customer recommendation rate
  • Customer satisfaction rate = 95 percent
  • Customer recommendation rate = 80 percent
  • Customer satisfaction rate = 95 percent
  • Customer recommendation rate = 100 percent
  • 0%
  • 20%
Internal Processes
  • To reduce duplication of activities in relation to different functions in the organization
  • To reduce bottlenecks in the processes
  • Percentage of completed activities which are duplicated in other functions
  • Percentage of bottlenecks in an average run cycle
  • Percentage of completed activities which are duplicated in other functions = 25 percent
  • Percentage of bottlenecks in an average run cycle = 15 percent
  • Percentage of completed activities which are duplicated in other functions = 20 percent
  • Percentage of bottlenecks in an average run cycle = 15 percent
  • -5%
  • 0%
People / Innovation / Growth Assets
  • To reduce turnover of employees
  • To increase job satisfaction among employees
  • Employees’ turnover rate
  • Employees’ job satisfaction rate
  • Employees’ turnover rate = 25 percent
  • Employees’ job satisfaction rate = 90 percent
  • Employees’ turnover rate = 0 percent
  • Employees’ job satisfaction rate = 50 percent
  • -25%
  • -40%

Recommendations for Spinner Pet Sitters

Keeping in view the planned and actual performance of Spinner Pet Sitters and the gaps identified in the balanced scorecard presented above, following recommendations have been put forward for Spinner Pet Sitters to improving its performance.

  • The quarterly profits were reported to be above the targeted level, which is a positive sign for the company. However, in order to maintain the continuous growth in profits, the company needs to achieve higher efficiency in its operations. On the other hand, the return on capital employed was considerably lower than expected. In the coming periods, this could be improved by investing additional capital resources for enhancing the operational efficiency of the business.
  • As far as the customer satisfaction rate and customer recommendation rate are concerned, the actual results show that all expectations were met during the quarter. However, it is recommended that the business should keep its focus on delivering high quality and practicing effective customer care to ensure sustainability.
  • The efficiency level in the company’s processes should be improved in order to reduce the duplication of activities.
  • Jobs should be enriched and job designs should be reconsidered to improve the overall job satisfaction level of employees.

Reference List

Balanced Scorecard Institute. (2013). Balanced Scorecard Basics. Retrieved from

Kaplan, R. S., & Norton, D. P. (1992). The balanced scorecard-Measures that drive performance. Harvard Business Review, 70(1), 71-79.

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IvyPanda. (2019, June 21). Spinner Pet Sitters Balanced Scorecard. https://ivypanda.com/essays/spinner-pet-sitters/

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