|
If we pass the Mission through the Stakeholders we reveal the
needs and expectations of the stakeholders relative to the mission and
hence the outcomes organization needs to produce. (The table below
has been produced on the premise that the organization is a Food Outlet) |
|
Stakeholder |
Needs and Expectations to be satisfied
(Business outcomes) |
Indicators of Stakeholder Satisfaction
(KPIs) |
Measurement
Method |
Target |
|
Shareholders |
A financial return
that meets target |
Profitability |
Profit & Loss Analysis |
5% profit |
|
Growth |
Market
share |
Competitive analysis |
15% |
|
Sales |
Increase
in revenue |
20% |
|
Employees |
Competitive pay and conditions |
Staff grievances |
Staff moral survey |
<10 |
|
Accident levels |
Time off work |
<20hrs |
|
Absenteeism |
Net staff availability |
95% |
|
Customers |
Fast, safe and nutritious food |
Entry to exit time |
Blind audit |
20 min |
|
Food poisoning incidents |
Complaints |
Zero |
|
Food taste and texture |
Survey |
70% high |
|
Safe, clean & hygienic environment |
Hazard free public areas |
Accident levels |
Zero |
|
Appearance and practices in all areas |
Survey |
95% |
|
Value for money |
Competitiveness |
Market survey |
95 |
|
Efficient counter service |
Waiting time |
Blind audit |
98 |
|
Staff courtesy |
Blind audit |
97 |
|
Suppliers |
Mutually beneficial relationship |
Business continuity |
Stability of supply base |
73 |
|
Prompt
Payment |
Payment on
or before due date |
Creditor
days |
53 |
|
Society |
Compliance with statutory regulations and instruments |
Compliance |
Third
party audit |
79 |
|
Corporate responsibility |
Track record |
Community survey |
545 |
|
A local
environmental responsibility |
Number of complaints |
Community survey |
51 |
|
Jobs for those who live in the community |
Staff ratios |
Data analysis |
75% |
|
Support for other traders in the community |
Source ratios |
Data analysis |
67% |
| |
|
|
|
|
