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Performance management, List of tables - Coggle Diagram
Performance management
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Customer Profitability Analysis, Lifetime Value, and Benchmarking
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List of tables
Table 1: Example of Profit and Loss Budget . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Figure 1: Market Value Added and Total Market Value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Table 2: Example of Internal Rate of Return and Net Present Value . . . . . . . . . . . . . . . . . . . . 36
Figure 2: Market Value Added and Economic Value Added . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Table 3: Comparison of Traditional and EVA-Based Profit Calculation . . . . . . . . . . . . . . . . . 39
Figure 3: Facets of Economic Value Added-Based Management . . . . . . . . . . . . . . . . . . . . . . . 46
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Figure 5: Key Performance Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
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Figure 7: Customer Profitability Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Figure 8: Customer Lifetime Phases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Figure 9: Steps to Calculate Customer Lifetime Value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Table 4: Example of Customer Lifetime Value Calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Figure 10: Benchmarking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Table 5: Comparison of Tangible and Intangible Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Figure 11: Classification of Intellectual Capital . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Figure 12: Phases of Monitoring and Managing Intellectual Capital . . . . . . . . . . . . . . . . . . . 80
Table 6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Figure 13: The Balanced Scorecard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
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Strengths and Weaknesses of Balanced Scorecard . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Figure 15: Fly High Airline Inc. Balanced Scorecard and Strategy Map . . . . . . . . . . . . . . . . . 94
Figure 16: The Performance Prism . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Table 8: Strengths and Weaknesses of Performance Prism . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Figure 17: SMART Pyramid . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Table 9: Strengths and Weaknesses of SMART Performance Pyramid . . . . . . . . . . . . . . . . . . 98
Figure 18: EFQM Excellence Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Table 10: Maturity of Organization vs. Effort Required for Self-Assessment . . . . . . . . . . . 105
Figure 19: Eight Generic Steps for Carrying Out a Self-Assessment . . . . . . . . . . . . . . . . . . . 106
Table 11: Strengths and Weaknesses of EFQM Excellence Model . . . . . . . . . . . . . . . . . . . . . 107
Table 12: The Balanced Scorecard and EFQM Excellence Model . . . . . . . . . . . . . . . . . . . . . . 111
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Figure 20: Self-Assessment & Excellence Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
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