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efficiency and quality
take a look at the middle portion of exhibit 8.2, the customer service and marketing balanced scorecard. this level of the organization repre- sents the first level of cascading at nova scotia power. to build an effective scorecard the customer service and marketing business unit carefully re- viewed the corporate balanced scorecard and determined which of the objectives and measures on that scorecard they could influence. in the ex- ample presented, one measure appearing on the corporate balanced scorecard was “customer loyalty rating.” the customer service and mar- keting business unit was obviously interested in this critical indicator and felt they could positively influence its outcome. therefore, they chose to develop a performance measure on their balanced scorecard that would indicate how they thought they could successfully move the needle on this measure at their level. but take a close look at the measure they developed. first of all, while the corporate objective and measure appeared in the customer perspective, the measure developed by customer service and marketing was better suited to the internal process perspective of their scorecard. the objective they chose mirrored the corporate objective, but the new measure better captured how they could influence the corporate indicator of customer loyalty rating. the business unit knew from their research that a number of key customer processes contained specific bottle- necks and issues that were consistent sources of customer dissatisfaction. they felt that by redesigning the most troublesome of those processes they would be able to positively influence customer loyalty rating at the corpo- rate level. following the technique of determining which corporate objec- tives and measures they could influence allowed the customer service and marketing business unit to create a balanced scorecard that demonstrated to the entire company how they would contribute to nova scotia power’s success.
Last Update: 2024-07-09
Usage Frequency: 1
Quality:
quality of work
kalidad ng trabaho
Last Update: 2016-08-28
Usage Frequency: 3
Quality:
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demand for efficiency and quality
demand for quality and efficiency
Last Update: 2023-04-27
Usage Frequency: 1
Quality:
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quality accuracy of work
Last Update: 2024-04-07
Usage Frequency: 1
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quality of food
kalidad ng pagkain
Last Update: 2020-03-06
Usage Frequency: 1
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efficiency and effectiveness
efisikensiya at efectiveness
Last Update: 2021-06-16
Usage Frequency: 1
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poor quality of education
kawalan ng patnubay ng magulang
Last Update: 2022-03-03
Usage Frequency: 1
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accessible and quality education
accessible going to downtown area and universities
Last Update: 2021-04-19
Usage Frequency: 1
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what is skills and quality?
ano ang mga kasanayan at kalidad?
Last Update: 2022-09-01
Usage Frequency: 1
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days of work
day of work
Last Update: 2023-01-19
Usage Frequency: 1
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scope of work
isyu
Last Update: 2024-02-27
Usage Frequency: 2
Quality:
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site selection water supply and quality
to see site selection water supply and quality
Last Update: 2023-02-20
Usage Frequency: 1
Quality:
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enhancing efficiency and productivity in office administration
Last Update: 2023-05-18
Usage Frequency: 1
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low levels of emotional well-being and quality of family life,
Last Update: 2021-06-10
Usage Frequency: 1
Quality:
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the availability and quality of kitchen tools and equipment used in kitchen laboratory.
the availability and quality of kitchen tools and equipment used in kitchen laboratory.
Last Update: 2025-03-05
Usage Frequency: 1
Quality:
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internal control system, transparency, efficiency and efficacy
Last Update: 2020-09-04
Usage Frequency: 1
Quality:
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internal control system, transparency, efficiency and efficacy
panloob na sistema ng kontrol
Last Update: 2020-09-04
Usage Frequency: 1
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evaluative judgments is the capability to make decisions about that quality of work of oneself and others
evaluative judgments is the capability to make decisions about that quality of work of oneself and others.
Last Update: 2022-09-27
Usage Frequency: 1
Quality:
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program of works
saklaw ng proyekto
Last Update: 2022-03-20
Usage Frequency: 1
Quality:
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may skills and qualities
maaaring kasanayan at katangian
Last Update: 2023-12-06
Usage Frequency: 2
Quality:
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