Learning and Internal Business Process Perspectives
Internal Business Process Perspective (internal business perspective): what should we set if the expectations of employees and business partners are achieved? Managers must be able to identify important internal processes that the company is required to do well because these internal processes have the values that consumers want and can provide the returns expected by shareholders. Stages in internal business processes include (According Business Studied Journal of Science):
Innovation Innovations made in companies are usually carried out by the research and development department. In this stage, the benchmarks used are the size of new products, the length of time needed to develop a product relatively compared to competitors, the amount of cost, and the number of new products successfully developed.
The operation process of this stage is the stage where the company seeks to provide solutions to customers in meeting the needs and desires of customers. Benchmarks used include Manufacturing Cycle Effectiveness (MCE), the level of damage to pre-sale products, the amount of raw material wasted, the frequency of reworking the product as a result of damage, the number of customer requests that cannot be fulfilled, the deviation of actual production costs against budget costs production and efficiency levels per production activity.
The process of delivering products or services to customers The Company seeks to provide additional benefits to customers who have purchased their products such as product maintenance services, damage repair services, parts replacement services, and payment repairs.
4. The Innovation and Learning Perspective: what should we set if the expectations of our employees and business partners are achieved? The fourth perspective on the Balanced Scorecard is to develop measurements and goals to encourage organizations to run and grow.
The aim of the learning and growth perspective is to provide infrastructure to support the achievement of the three previous perspectives. Financial perspectives, customers and targets of internal business processes can reveal the gap between the existing capabilities of people, systems and procedures with what is needed to achieve a reliable performance. The factors that must be considered are:
Employees To find out the level of employee satisfaction the company needs to conduct surveys regularly. Some elements of employee satisfaction are involvement in decision making, recognition, access to information, encouragement to creativity and initiative and support from superiors.
Capability of information systems A benchmark that is often used is that the information needed is easy to obtain, accurate and does not require a long time to obtain this information. As for each perspective above has the goals and objectives to be achieved, as follows:
Financial Perspective (financial perspective) The realization of economic responsibility through the application of management knowledge in business processing and increased productivity controlled by personnel.
Customer Perspective (customer perspective) The realization of social responsibility so that the company is widely known as a company that is familiar with the environment.
Internal Business Process Perspective (internal business perspective) Realization of performance multiplication for all company personnel through implementation.
The Innovation and Learning Perspective (innovation and learning perspective) Realizing the long-term excellence of the company's global business environment through the development and focusing of human resource potential.
Customer Perspective: how do customers perceive us as products, services, relationships and added value? Customer performance benchmarks are divided into two groups:
a. Core group
Market share: measure how much the proportion of certain market segments controlled by the company.
The rate of acquisition of new customers: measures how much the company has managed to attract new customers.
Ability to retain old customers: measure how much the company has managed to retain old customers.
Customer satisfaction level: measures how far the customer is satisfied with the company's service.
Customer profitability: measures how much profit a company has achieved from selling products to customers.
b. Support group
Product attributes (function, price and quality) Benchmark of product attributes are the level of relative retail prices, the level of product usability, the rate of return of products by customers as a result of imperfections in the production process, the quality of equipment and production facilities used, the ability of human resources and the level of production efficiency.
Relations with customers Benchmarks included in this sub group, the level of flexibility of the company in meeting the desires and needs of its customers, physical appearance and quality of services provided by salespeople and physical appearance of sales facilities.
The image and reputation of the company and its products in the eyes of its customers and the consumer community.