Balanced Scorecard (BSC) for Tazamall
1️⃣ Financial Perspective 💰
- Objective: Increase profitability & revenue streams.
- KPIs:
- Monthly Gross Merchandise Value (GMV)
- Profit margins on services & sales
- Cash flow stability
- Initiatives:
- Introduce premium seller packages
- Expand commission-based revenue model
- Attract investors & funding
2️⃣ Customer Perspective 👥
- Objective: Enhance customer satisfaction & loyalty.
- KPIs:
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Repeat purchase rate
- Initiatives:
- Build trust with secure transactions
- Offer 24/7 support & chatbots
- Personalized recommendations
3️⃣ Internal Business Processes ⚙️
- Objective: Improve efficiency of operations.
- KPIs:
- Average order fulfillment time
- Seller onboarding speed
- Platform uptime & reliability
- Initiatives:
- Automate order management
- Simplify seller registration
- Strong fraud detection system
4️⃣ Learning & Growth 📚
- Objective: Build capabilities for long-term success.
- KPIs:
- Employee skill development index
- Innovation in features (AI, logistics, payment systems)
- Staff retention rate
- Initiatives:
- Continuous staff training programs
- Incentives for innovation
- Cross-functional collaboration
✅ Summary:
The Balanced Scorecard ensures Tazamall balances short-term growth (financial & customer) with long-term sustainability (internal processes & learning).
