The Balanced Scorecard approach to management is now being utilized across industries: Manufacturing, banking, healthcare and others are all using this approach as a practical way to align with strategic organizational objectives.

Everest: Customer Focused Quality – a software solution that captures customer communication and concerns while managing work flow – helps organizations utilize the Balanced Scorecard approach by streamlining internal business processes and creating a customer focused culture.

The four Balanced Scorecard perspectives include: Learning and Growth; Business Process; Customer; and Financial.

The Learning and Growth Perspective Everest promotes a learning and growth culture. Fully utilized, it drives daily activities and reveals opportunities for employee training.
 

The Business Process Perspective

The seamless communication between employees and departments that Everest facilitates optimizes organizational efficiency. This is accomplished by increasing the speed that employees receive information necessary to solve internal and customer problems.

Everest falls into the Baldrige Criteria of a High Performance Work System, which is a technological tool that facilitates productivity in fast paced, high volume environments.

Internal business processes are easily evaluated in Everest by tracking the various categories of internal complaints. This reveals how efficient the organization is running and how well their products and services align to customer requirements.

The Customer Perspective

The core capability of Everest lies within its ability to capture essential customer information, put it into meaningful categories, and visibly display this information to management at any given time.

Email reminders and follow-up prompts provide workflow assistance to employees on both proactive and follow-up communication with customers.
Trending capabilities highlight opportunities for continuous improvement, ensuring that the voice of the customer is being heard and acted upon.

The Financial Perspective

In addition to improving the bottom-line through increased efficiency, enhanced quality and higher customer retention. Everest increases visibility of situations that may require involvement from risk management in order to prevent potential loss.