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Strategic Plan: Balanced Scorecard

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Strategic Plan: Balanced Scorecard
David Fitzgerald

Strategic Plan: Balanced Scorecard
Friday’s Hookah is a small but ambitious company looking for growth and progression. Fridays Hookah’s vision is to be the premiere location for university students, to study, unwind, and socialize in multiple locations through the state. This is only possible if Friday’s has the competitive advantage over the competition. With this understanding Friday’s developed a scorecard focusing on Company Stakeholder, Customers, Processes, and Learning and Growth.
The stake holder section of the scorecard focuses on increasing market share, market expansion, and an increase in profits. The first objective is to have Friday’s Hookah increase its percentage of the current market by 5% each year. This will be attainable though increased marketing initiative designed at increasing traffic at each location. Once the desirable market share is reached Friday’s will expand into new market. That is objective is to expand into additional markets every year. This is achievable by acquiring more locations and diversifying the product line up such as expansion in the electronic cigar/cigarette market. The third and final objection of the Stakeholder portion of the scorecard is to increase profits. This is achievable by reducing operating cost by 3% each year through removal is unnecessary practices and positions.
The next portion of the scorecard is the customer section. The first focus is on customer retention. Fridays wants to retain 50% percent of its customers annually by offering incentives to returning customers. The next objective is to increase customer satisfaction. Each customer will be contacted for a voluntary survey about their experience while in Fridays Hookah. This will allow leadership and management the ability to view customer feedback and implement change. The

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