Vodafone Business Performance

Running Head: Business Performance Measures in Vodafone Group

Business Performance Measures in Vodafone Group

Toru Sekiguchi

August 8th, 2010

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Table of Contents Title Page…………………………………………………………………………………............ i Table of Contents…………………………………………………………………….................. ii Abstract…………………………………………………………………………….................... iii 1. Introduction…………………………………………………………………………………. 1 2. Building a coherent set of performance measures………………………………………... 2 2.1 Performance Measures………………………………………………………….... 2 2.2 Balanced Scorecard………………………………………………………………. 2 2.3 Key Performance Indicators……………………………………………………... 3 3 Application of measures of performance………………………………………………….. 5 3.1 Balanced Scorecard Approach in Vodafone Group ………………… ………….. 5 3.2 The application of the Balanced Scorecard to Vodafone Group ………………... 5 3.3 Customer Perspective…………………………………………………………….. 7 3.4 Financial Perspective…………………………………………………………….. 8 3.5 Learning and Growth Perspective…………………………………………………9 3.6 Business Process Perspective………………..…………………………………… 9 Analyzing and Interpreting results………………………………………………………. 11 4.1 Balanced Scorecard Analysis………………………………………………….... 11 4.2 An Actual Value versus a Target Value …………..………………....………… 11 4.3 An Actual Value versus a Series of the Previous Values of the same KPI…….. 13 4.4 The Actual Values versus Industry Norms……………………………………... 13 4.5 Regression analysis……………………………………………………………... 14 Building a monitoring system…………………………………………………………….. 18 Continuously improving organizational performance………………………………….. 21 Conclusions……………………………………………………………………………….... 23 Bibliography………………………………………………………………………….......... 24

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Abstract A business performance measure is a critical function that provides strategic, steering, and operational management with business intelligence in order to make better decision. It can also help an organization to immediately find and address critical issues on the important business

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