Balance scorecard | Management homework help

Balanced Scorecard Template
Complete Part 1 and Part 2.

Part 1

Scorecard Areas

Financial Objectives Measures Targets: Timeline/Metrics

Increase revenue using ride-sharing
services

Revenue from rides Attain a 10% increase in revenue
within the next fiscal year

Through Uber Eats expand revenue
streams

Revenue from Uber eats Achieve 15% growth in Uber Eats
revenue within the next fiscal year

Customer Objectives Measures Targets: Timeline/Metrics

Enhance customer satisfaction Customer satisfaction reviews Achieve a high customer satisfaction
rating within the next quarter

Improve driver-partner satisfaction Increase satisfaction scores Achieve a minimum of 85%
satisfaction rating within the next
quarter

Internal Business Process
Objectives

Measures

Targets: Timeline/Metrics

Optimize driver allocation for
efficiency

Average wait time for rides Reduce average wait time by 10%
within the next six months

Streamline payment processing for
drivers

Payment processing time Reduce payment processing time by
20% within the next fiscal year

Page 2 of 2

Internal Business Process
Objectives

Measures

Targets: Timeline/Metrics

Learning and Growth
Objectives

Measures

Targets: Timeline/Metrics

Promote innovation in technology
development

New features developed Launch a minimum of 5 new features
within the next six months

Enhance driver training programs Driver completion rate of training
modules

Achieve a 100% completion rate
within the next quarter

Part 2

Balanced Scorecard Summary
In the balanced scorecard above, the objectives for Uber are highly appropriate for the project due to their

alignment with the company’s overarching goals and strategies. First, they focus on the increase of revenue from
ride-sharing services and the expansion of revenue streams through Uber Eats (Statista, 2024). In this way, Uber’s
core business model to provide transportation and delivery services shall be appropriately implemented. The
objectives will then bolster financial performance, which is crucial to sustain operations, drive growth, and
ultimately, achieve profitability.

Next, the scorecard is focused on the enhancement of customer satisfaction that shall improve driver-partner
satisfaction. The perspective is essential for Uber since it directly impacts users’ experience and the company’s
reputation (El Bourkadi, 2023). All satisfied customers will be more likely to continue using Uber’s services and
recommend them to others. Satisfied driver-partners will be more inclined to provide high-quality service that
leads to increased customer retention and loyalty.

All the chosen metrics and timelines are appropriate for the strategic plan as they provide clear and
measurable targets to track progress and success. They are quantifiable metrics that allow Uber to assess its
performance accurately. Further, the company will set specific targets like to achieve a 10% increase in revenue or
a minimum of 90% satisfaction rating within specific timelines so that a sense of of direction and urgency will get
generated.

References
El Bourkadi, S. (2023). Uber structure’s managerial algorithmic communication and drivers’ health issues:

Sensemaking of work strategic resistance. Frontiers in Communication, 8, 1213679.
https://doi.org/10.3389/fcomm.2023.1213679

Statista. (2024). Uber Technologies- statistics & facts. https://www.statista.com/topics/4826/uber-
technologies/#topicOverview

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