Balance Scorecard for Usps

1. Explain how the Voice of the Employee supports improved internal processes (Voice of the Business), and how the Voice of the Business supports customer satisfaction (Voice of the Customer).
The Voice of the Employee supports improved internal processes because the Voice of the Employee focused on providing a safe and secure workplace in response to instances of violence and poor employee relations. Employees were given an opportunity to voice their opinions and make suggestions to create a happier and safer work environment without any consequence or retaliation regardless of the feedback given. This safe environment encourages employees to be honest and open up about what they really feel should be improved in the workplace. This ties into internal processes because when employees are happy and feel secure in their positions, they are more likely to align their personal goals with the goals of the company. Happy employees are more productive and also more focused on their productivity and are more likely to be better performers and work hard to abide by the quality initiatives. The Voice of the Employee supports the Voice of the Business because the employees are the first line of business, they are the actual people working the internal processes, therefore tackling the Voice of the Employee and growing into a better work environment would be the first step into tackling any issues with internal processes. The Voice of the Business supports customer satisfaction because it is focused on the “Breakthrough Productivity Initiative”. Focusing on streamlining internal processes and productivity measures go hand in hand when measuring customer satisfaction. The whole purpose behind a productivity initiative is to increase customer service levels and increase customer satisfaction, which is the end goal. When a company focuses on increasing productivity and coming up with different ways to ensure a simpler process, it is always to increase the bottom line