Title: Customer relationship-based strategic planning using balanced scorecard – a case study

Authors: S. Nagarajan, A. Sam Nallathambi, P.L.K. Palaniappan, Balan Sundarakani

Addresses: Department of Mechanical Engineering, Vickram College of Engineering, Sivagangai, Enathi-653061, India. ' Corporate Supply Chain Management, Lakshmi Machine Works Limited, Coimbatore-641020, India. ' Department of Mechanical Engineering, Thiagarajar College of Engineering, Madurai, Tamilnadu, India. ' Faculty of Business and Management, University of Wollongong in Dubai, Block 14, Room 123, Knowledge Village, Dubai, UAE

Abstract: Balanced scorecards is strategic planning tool which can align the organisation to the vision of success, and get people working on the right things and focusing on results. Development of balanced scorecard system is like putting a puzzle together, where different pieces come together to form a complete mosaic. We developed a conceptual framework and model for the implementation of balanced scorecard with the focus on customer relationship-based strategic planning. We successfully implemented the conceptual framework for a case company and it is discussed in detail with the focus on architecture for balanced scorecard.

Keywords: customer relationship; strategic planning; architecture; balanced scorecard; BSC.

DOI: 10.1504/IJENM.2010.037935

International Journal of Enterprise Network Management, 2010 Vol.4 No.2, pp.201 - 228

Published online: 05 Jan 2011 *

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