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Business Objectives Matrix

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Demand Metric
Demand Metric

This document provides sample business objectives that can be inserted into a Balanced Scorecard Strategy Map. It lists objectives related to customers and external stakeholders, financial, learning and growth, and business processes. Each objective should contain a description, value created, deliverables, deadlines, and measures for success using the SMART technique of being specific, measurable, actionable, realistic, and time-sensitive.

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Business Objectives Matrix Purpose This tool provides sample business objectives that can be inserted into a Balanced Scorecard Strategy Map. Ensure that each objective contains a description, value created, deliverables, deadlines, and measures for success. The SMART technique works well for documenting business objectives: Specific, Measurable, Actionable, Realistic, and Time- Sensitive. Customers & External Stakeholders Financial • Maximize Customer Satisfaction • Maximize Revenue/Cut Costs • Increase Retention Rates • Maximize Shareholder Value • Increase Average Customer Lifetime Value • Increase Market Share • Reduce Support Ticket Resolution Time • Maximize Annual Profit • Profile Profitable Customers & Market Segments • Maximize Return on Investment (ROI) • Support Local Communities • Maximize Return on Equity (ROE) • Help Partners Increase Revenues • Maximize Return on Assets (ROA) • Improve Brand Equity • Maximize Cash Flow
Learning & Growth Business Processes • Increase/Improve Training for Employees • Improve Product Management with Customer Input • Convert to Results-Only Work Environment • Increase Project Management Maturity • Increase Number of Employees • Streamline Business Processes • Reduce Number of Employees • Document All Business Processes • Reduce Churn of Sales Employees • Automate Processes with Technology • Increase Retention of Star Employees • Improve Business Process KPIs • Improve Performance Review Process • Implement Performance Measurement Initiatives • Improve Knowledge Management • Achieve Compliance with Regulations (Sarbanes- • Expand into New Markets Oxley) • Integrate Processes (Merger/Acquisition)

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Business Objectives Matrix

  • 1. Business Objectives Matrix Purpose This tool provides sample business objectives that can be inserted into a Balanced Scorecard Strategy Map. Ensure that each objective contains a description, value created, deliverables, deadlines, and measures for success. The SMART technique works well for documenting business objectives: Specific, Measurable, Actionable, Realistic, and Time- Sensitive. Customers & External Stakeholders Financial • Maximize Customer Satisfaction • Maximize Revenue/Cut Costs • Increase Retention Rates • Maximize Shareholder Value • Increase Average Customer Lifetime Value • Increase Market Share • Reduce Support Ticket Resolution Time • Maximize Annual Profit • Profile Profitable Customers & Market Segments • Maximize Return on Investment (ROI) • Support Local Communities • Maximize Return on Equity (ROE) • Help Partners Increase Revenues • Maximize Return on Assets (ROA) • Improve Brand Equity • Maximize Cash Flow
  • 2. Learning & Growth Business Processes • Increase/Improve Training for Employees • Improve Product Management with Customer Input • Convert to Results-Only Work Environment • Increase Project Management Maturity • Increase Number of Employees • Streamline Business Processes • Reduce Number of Employees • Document All Business Processes • Reduce Churn of Sales Employees • Automate Processes with Technology • Increase Retention of Star Employees • Improve Business Process KPIs • Improve Performance Review Process • Implement Performance Measurement Initiatives • Improve Knowledge Management • Achieve Compliance with Regulations (Sarbanes- • Expand into New Markets Oxley) • Integrate Processes (Merger/Acquisition)