Strategic Management of Proton, Malaysia

 

Source: (Hax & Wilde II 2003)

 

 

 

 

 

 

 

14.2   Appendix B: Balance Score Card Dimension of Proton

 

Balance Scorecard Framework

Shareholder Look

Operational Effectiveness

Organizational Learning

Customer targeting

Proton

·       Volume, revenue, gross margin by technology segment and market segment

·       Revenue and turnover by geographical segment (Asia, Europe, Middle East, Africa and Pacific)

·       Revenue and turnover by business domain such as capital, industrial and government.

·      Wholly-owned subsidiary Lotus Engineering UK – leading automotive engineering consultancy company

·      Application of Information Technology in the R&D and auto development

·      % of sales from new technology and models;

·      Training as a % of sales;

 

·     Customer market share by tier

·     Profitability by customer tier

·     Customer satisfaction by tier

Strategic and Integrated Partner companies

·       Volume, revenue, turnover, gross margin by individual client

·       Year over year sales and turnovers growth by individual clients;

·       Return on business relationship investment

·      Cost to serve clients;

 

·      Number of clients on each country and partner;

·      Return on investment on collaboration tools per selected clients;

·      Return on % revenue on the center of excellence establishment

·     Customer satisfaction;

·     Joint revenue and turnover from complementor relationship

·     Relationship

Body Shopper

·       Volume, revenue, turnover, gross margin by individual clients;

·       Return on investment per head;

·       % revenue and sales from new clients

·      Time needed in order to complete the transaction from start to finish per model or project;

·      Idle time of engineering;

·      Return on investment on collaboration;

·      % of revenue, volume, earnings by different channels:

o  Referral by clients;

o  Direct selling;

o  Cross selling

·     Cost of training per project

·      Cost of the collaboration tool in order to facilitate transfer of knowledge

·     Cost to serve clients per channel;

·     Customer satisfaction on the models, relationship and cost of products.

 

Adopted from: (Core.org n.d.)

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