Gojek's Balanced Scorecard: Aligning Objectives, Measures and Targets

This assignment provides a balanced scorecard template applied to the company Gojek, outlining its strategic objectives across financial, customer, internal business processes, and learning and growth perspectives. For each perspective, the report identifies specific objectives, measures to track progress, targets to achieve, and initiatives to implement. The financial perspective focuses on increasing revenue, growing profitability, managing costs, and ensuring financial viability. The customer perspective emphasizes increased satisfaction, long-term relations, and quick query resolution. Internal business processes aim for innovative services, refined performance, and user information safety. Finally, the learning and growth perspective centers on enhancing current processes, maintaining a healthy work environment, and developing necessary skills. The document also includes references to external sources and concludes with setting up testing and validation for Gojek.

Company: Gojek
Date: 5TH march 2019 Objectives Measures Targets Initiatives
Financial
“How attractive must we appear
to our shareholders and
financial backers?”
 Increase Revenue
 Grow Profitability
 Manage Cost
 Management of cash flows
 Ensure financial viability
(Noormega, 2018)
 Calculating return on
investment
 Cost per order efficiency
 Quarterly growth of
subscribers to Gojek services
 Greater than 25 per cent
increase
 Reduction by 10 %
 Growth by 20 %
 Offering $13 on downloading
app
 Ride vouchers of $3 and $2
 Discount codes to customers
Customer
“How attractive should we
appear to our customers?”
 Increased customer
satisfaction
 Developing long term relations
 Improving average time to
resolve customer query
 Encouraging customer shift
from competitors
 Quick services
 Man hour / service completed
 Market feedback
 Sales volume
 Improvement by 10 %
 Increase by 15 %
 Improvement
 Increase by minimum 25 %
 Short response time after
order
 Quick response to customer
complaints
 Justified cost of services
 Better offers for customers
 Customer support / call
centers
 Continuous reminders of
services available
Internal Business Processes
“What must we excel at to
satisfy our customers and
shareholders/ financial
backers?”
 Innovative services
 Refined performance
 Best in class teams
 Inventory management
 Cost leadership
 Improving enterprise resource
planning
 Processes focused on user
information safety (Samantha,
2015)
 Transparency in internal
processes
 Calculating the rate of average
orders received
 Determining rate of failure
 Calculating average order to
delivery time
 Compliance with instructions
 Developing privacy policy
 Improvement in manner of
calculating
 Reduction by at least 50%
 Improvement by reducing
number of days
 Improvement
 More efficiency in privacy
matters
 Continuous monitoring
 Review committee
 Proper line of action
 Hiring human resource
managers
 Transparency in superior and
subordinate relationship
 Data safety initiatives
Balanced Scorecard - Template
Use this template to translate an organization’s mission and vision into actual actions. If there are no mission and vision
written down, make sure to start with this first. The fields in this template are editable. You can also clear the field and
print this template to create hand-outs.
 For more information on this model, visit:https://www.toolshero.com/strategy/balanced-scorecard/

Learning and growth
“How can we sustain our ability
to achieve our chosen
strategy?”
 Enhancing current processes
 Maintaining a healthy work
environment
 Motivating workforce to
develop necessary skills
 Focus on future prospects
 Strategic awareness
 Employee development plans
 Determining technology
training index
 Calculating employee turnover
ratio
 Research and development
 Development by 25 %
 Improvement in technology
training index
 Reduction by 50 %
 More spend on research and
development
 Improvement of existing
technology
 Enhancing existing
competencies
 Ensuring systems availability
 Set up, testing and validation

Bibliography
Noormega, R., 2018. medium.com. [Online] Available at: https://medium.com/life-at-go-jek/the-story-behind-go-jek-advertising-campaigns-
201884296d6e [Accessed 5 March 2019].
Samantha, N., 2015. tothenew.com. [Online] Available at: http://www.tothenew.com/blog/how-go-jek-is-disrupting-the-marketing-landscape-
in-indonesia/ [Accessed 5 March 2019].