BSC of Flipkart Customer

Chaitanya Joshi Indicator Performance Measures

MMS Finance 014 Customer satisfaction Customer retention rate
Average per ticket cost
Customer loyalty
Competitive pricing
Customer network Improve websites and
apps
Quality of Service Feedback from guests Internal
High Quality service
Indicator Performance Measures
Finance Objective & Vision Meeting targets
Indicator Performance Measures efficiently
Internal Auditing
Company profitability Net profit Margin Adhering to the budget
Operating profit Margin Individual goals with
Flipkart company goals
Budgetary control Optimize revenue &
expenses Strategy Operational efficiency Various Cost to Revenue
ratio
Financial performance Return on Investment Stock turnover ratio
Return on Capital Year on year expenditure
Employed ratios
Debt repayment Lead time
Wastage/ Normal Loss/
Learning Abnormal Loss
Indicator Performance Measures Service delivery Reduce delivery time
Innovation Build a culture that
encourages innovation
Employee Engagement Nurture high performing
employees
Continuous Continuously improve
Improvement skills & competence