April 2016
Intermediate to advanced
345 pages
10h 30m
English
Content preview from Improving Business Process Performance
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274 ◾ Appendix B
Table B.1 2004 Targets (Overall)
Strategic Objectives
Strategic Measures Strategic Measures
Core Outcomes
(Lagging) 2004 Targets
Performance Drivers
(Leading) 2004 Targets
Financial Revenue mix
Revenue $20,761,262
F1—Improve revenue Revenue vs. plan % New $12,448,044
F2—Broaden revenue mix Profit margin 15.00% Used $5,676,048
F3—Reduce cost structure Inventory (time on
hand 30/60/90)
45–60 days new F&I $552,900
Total expenses as % of
total gross profit
30–45 days used Service labor $996,968
78–84% Service parts $887,302
Parts $200,000
Average profit/vehicle
(new:Nissan CSI scores)
$1,715:$2,600
Customer Perspective
C1—Increase customer
satisfaction ...
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