The customer-centric scorecard provides managers with the vital customer data that drives performance. Using the scorecard and dashboards, managers are not only able to watch the long term trends in customer data, but they can also be alerted when shifts and changes in the customer base require action. Enterprise Performance Management (EPM) creates additional value to the balanced scorecard approach by contributing reporting, alerting, and analytic tools that can help a company monitor performance against strategy. Executives can drill down into historic and real-time data to analyze performance.
The Business Intelligence dashboard contains gauges that measure and display specific parameters around customer data in a timely manner. Traditionally, managers have spent valuable time wading through numerous reports trying to decipher the correlation between the data as presented and the goals by which their performance is measured. Using EPM, companies can create these dashboards based on strategy, which provide a view towards progress on objectives under their direct control. The dashboard also allows users to drill down to uncover the data that underlie the visual scorecard dashboard display. Automated scorecards can also be used to drill down into the data that underlie the strategy map.
Customer-Centric Dashboard Requirements
Smart organizations can build an information system used to sense and respond in their business environment using dashboard technology. Four of the key requirements of a customer-centric dashboard program are:
1) Provides graphical, real-time views of key performance indicators to assess the health of customer loyalty
2) Integrates alert management when key measures fall below the target performance level and variance setting established for the particular metric
3) Provide staff with a way to drill down into the data that underlie each key performance indicator to locate the source of potential problems
4) Issues alerts to individuals responsible for the duties underlying each key performance indicator to initiate damage control.
