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 BALANCED SCORECARD FINANCIAL
Objective CSF KPI

Increase Expand market share in +10% What financial targets

How can we improve our revenue AI-enabled solutions Revenue YoY
will demonstrate value
customers’ perception of us?
to shareholders?
Improve cost Streamline operations -5%
efficiency through automation Operational Costs

CUSTOMER INTERNAL PROCESS

Objective CSF KPI Objective CSF KPI
VISION
Enhance Optimize
customer
Deliver innovative and 90% product
Adopt agile AI -30%
reliable AI solutions CSAT score Empower businesses through secure AI- development framework Time-to-Market
satisfaction driven innovation for a smarter, more development

efficient, and more equitable future

Target new market Integrate AI-driven
Expand
segments with
+15% Optimize
automation for select
+25%
customer base Acquisition Rate operations Process Efficiency
tailored offerings key processes

LEARNING & GROWTH

Objective CSF KPI
How do we ensure
Which operational goals
continuous improvement
Facilitate Invest in R&D for +20% should we prioritize?
and value creation? innovation advanced AI capabilities R&D Projects

Develop Implement continuous 95%

employee skills AI training programs Certification Rate

Standards BSC – Quadrants BALANCED SCORECARD 2

 OBJECTIVE TARGET CURRENT STATUS OBJECTIVE TARGET CURRENT STATUS

LEARNING & GROWTH

Boost revenue growth of Advance AI skills 100 105
AI-empowered products
10% 12%  training hours hours

FINANCIAL

Improve profit margin of Increase employee

AI-empowered products
25% 23%  AI certification rates
80% 82% 

Reduce operational Expand research 12 9

costs with AI solutions
10% 7%  initiatives projects projects 

Optimize ROI from AI Boost innovation

investments
15% 16%  leadership programs
50% 16% 
BALANCED
SCORECARD
Improve user experience Optimize AI
with agentic AI
90% 92%  development cycle
20% 18% 

INTERNAL PROCESS
Grow user base of 50k 55k Improve quality of AI
 99% 95% 
CUSTOMER

AI-empowered products users users development projects

Accelerate adoption of Streamline automated

AI-enabled products
40% 35%  operations workflow
15% 10% 

Enhance user Standardize AI

satisfaction
95% 98%  integration process
100% 100% 

OBJECTIVE TARGET CURRENT STATUS OBJECTIVE TARGET CURRENT STATUS

Standards BSC – Quadrants BALANCED SCORECARD 3

 BALANCED STRATEGY SUMMARY
Optimize AI development efforts for internal efficiency and drive profitability
SCORECARD

STRATEGY OBJECTIVE MEASURES TARGETS INITIATIVES

FINANCIAL
Optimize revenue and
Boost
revenue of
Cut
develop-
Improve
profit
% revenue % cost % margin 15% 10% 20% Revise
pricing
Automate Streamline
reduce costs through growth reduction increase YoY Annually Increase expenses operations
AI offerings ment costs margin model
AI investments

CUSTOMER
Agentic AI Enhance
Enhance customer Boost user Expand Increase Retention 90% 50K 95% Target new
CSAT score User count customer engagemen
experience with AI satisfaction user base retention rate CSAT Users Retention segments
support t
solutions

INTERNAL
Improve Optimize Automate
PROCESS Reduce Quality Utilization 20% 99% 85% Adapt agile Standardize
process resource Cycle time select
cycle time score rate Reduction QA score Utilization practices QA protocol
Streamline workflows & quality use workflows
elevate delivery quality

LEARNING &
Foster Offer
GROWTH Enhance AI Boost Training # research 100 80% 12 Conduct Fund pilot
research Cert. rate training
capabilities certification hours projects Hrs / qtr Certified Projects workshops projects
Invest in AI talent and innovation courses
underwrite upskilling

Standard BSC – Linear BALANCED SCORECARD 4

 BALANCED SCORECARD ON TRACK MISSING TARGET

Objectives Measures Targets Initiatives

Boost revenue of AI offerings % revenue growth 15% YoY Revise pricing model
FINANCIAL

Cut development costs % cost reduction 10% annually Automate expenses

Improve profit margin % margin increase 20% increase Streamline operations

90% CSAT
CUSTOMER

Boost user satisfaction CSAT score Agentic AI customer support

Expand user base User count 50K users Target new segments

Increase retention Retention rate 95% retention Enhance engagement

Reduce cycle time Cycle time 20% reduction Adapt agile AI development
PROCESS

Improve process quality Quality score 99% QA score Standardize QA protocol

Optimize resource use Utilization rate 85% utilization Automate select workflows

Enhance AI capabilities Training hours 100 hours / quarter Conduct workshops

LEARNING

Boost certifications Certification rate 80% certified Offer training courses

Foster research innovation # research projects 12 projects Fund pilot projects

Standard BSC – Linear BALANCED SCORECARD 5

 BALANCED
PERSPECTIVE OBJECTIVE KPI TARGET
SCORECARD
Net profit margin
Increase profit margins 15% increase YOY
percentage

Financial
Revenue from new Launch 3 new products
Boost revenue streams
product lines 10% total revenue

Enhance customer
Repeat customer rate Increase by 20%
loyalty

VISION Customer
Improve customer Customer satisfaction
Reach 90% satisfaction
satisfaction score
To become the leading
provider of eco-friendly
Streamline operations Process efficiency ratio 30% improvement
home products in our
region by 20XX Internal Process
Waste reduction
Minimize waste Decrease by 25%
percentage

Develop employee Training hours per

50 hours per year
skills employee

Learning & Growth

Foster innovation KPI Target

Standard BSC – Linear BALANCED SCORECARD 6

 BSC MAP WITH STRATEGY GROUPING

Maximize sustainable profitability

FINANCIAL
Grow AI revenue streams Optimize cost structure Increase recurring revenues Enhance capital allocation

CUSTOMER Elevate customer satisfaction Strengthen brand loyalty

Operational excellence Innovation development Customer engagement

Automate key processes Accelerate AI R&D Enhance user experience Personalize AI solutions
INTERNAL
PROCESS Optimize production cycle Adopt emerging technologies Leverage feedback loops Implement loyalty programs

Standardize quality checks Expand product portfolio Streamline onboarding Grow self-service tools

LEARNING
& GROWTH
Upskill AI talent + Foster leadership pipeline + Nurture collaborative culture

Strategy Map BSC BALANCED SCORECARD 7

 STRATEGY MAP BSC

Grow high-margin AI subscription

Cut operating costs with AI-driven
revenue streams via new tiered
process and resource optimization
FINANCIAL service models

Elevate product reliability and Launch advanced AI features and

customer satisfaction with AI- personalized services to capture
powered proactive support systems CUSTOMER emerging markets

Automate core Implement predictive Deploy MLOps pipeline Scale cross-functional

workflows with intelligent maintenance analytics to governance to expedite AI product squads
robotic agents minimize downtime PROCESS model delivery for rapid rollout

Upskill technical teams in Develop data-saavy, innovation-

automation, data engineering, and focused leaders to drive continual
advanced MLOps best practices LEARNING innovation breakthrough

Strategy Map BSC BALANCED SCORECARD 8

 CRITICAL SUCCESS
Overall benefit to CSF for improved CSF for improved CSF for improved Inputs for customer

FACTOR APPLICATIONS the organization customer interactions customer knowledge customer satisfaction satisfaction
LEARNING

Feedback,
Customer Staff is skillful,
complaints, and Active social media
IT enablement involvement and motivated, and well-
suggestions presence
consultation trained in AI use

Process change, Corporate culture

PROCESS

Training and structure redesign change

Continuous service Staff is skillful,
development;
improvement motivated, and well- IT enablement
quality control
Monitor, measure, Monitor, measure, trained in AI use
and control and control
CUSTOMER

Price, quality, Staff is skillful, Customer

Top level
and time motivated, and well- involvement and IT enablement
management
trained in AI use consultation
FINANCIAL

Customer
Improved customer Time and cost
satisfaction, Increase in profit
acquisition efficiency
retention, and LTV

Strategy Map BSC BALANCED SCORECARD 9

 BSC WITH LONG-
VISION
Empower a future where innovative solutions drive sustainable growth, deliver exceptional
customer experiences, and foster a culture of continuous learning and leadership.
TERM TRACKER

TARGETS

OBJECTIVES MEASURES YR 1 YR 2 YR 3 YR 4 YR 5 INITIATIVES

Increase AI revenue streams Annual AI revenue growth 5% 8% 12% 15% 20% Expand AI product portfolio

Improve profit margins Net profit margin 12% 15% 16% 18% 20% Optimize cost structures
FINANCIAL

Diversify income sources Subscription revenue ratio 10% 15% 20% 25% 30% Introduce subscription models

Strengthen
Enhance customer
cash flow satisfaction Customer satisfaction
Operating cash flow index 80
$10M 82
$12M 85
$15M 88
$18M 90
$20M Enhance AI-enhanced
Strengthen support
payment terms

Increase brand awareness Net promoter score 50 55 60 70 75 Launch brand campaigns

CUSTOMER

Boost customer loyalty Retention rate 86% 87% 90% 92% 95% Expand loyalty programs

Optimize AI development
Expand market share Time-to-market (months)
Total market share 6
10% 5
12% 4
14% 3
16% 3
18% Implement
Target new agile frameworks
customer segments
Improve process efficiency Process cycle time (days) 10 9 8 7 6 Automate repetitive tasks
PROCESS

Enhance quality standards Quality assurance rating 90% 92% 94% 96% 98% Introduce advanced QA tools

Ensure
Expanddata security
AI skillsets Security compliance
Training per index
employee (hrs / yr) 85
20 88
30 92
40 95
50 98
60 Adopt encryption workshops
Offer specialized solutions

Develop leadership pipeline Internal promotion rate 10% 12% 15% 18% 20% Launch leadership academies
LEARNING

Foster innovation culture New ideas implemented 10 15 20 25 30 Organize hackathons

Improve cross-team collaboration Collaborative projects ratio 20% 25% 30% 35% 40% Introduce cross-dept squads

BSC with Tracker BALANCED SCORECARD 10

 BSC WITH QUARTERLY HEATMAP

STRATEGIC GOAL KPI TARGET M1 M2 M3

Increase AI-source revenue Revenue from AI products (%) 35% 30% 38% 34%

Grow AI SaaS ARR AI subscription ARR ($M) 50 45 52 48

FINANCIAL
Cut model serving cost Cost per 1K inferences ($) 0.09 0.12 0.10 0.08

Boost AI project ROI Average ROI per AI project 20% 18% 22% 15%

Lift AI-feature adoption Active users on AI features (%) 60% 55% 63% 58%

Raise AI product NPS NPS of AI offerings 75 70 77 68

CUSTOMER
Cut support load via AI Tickets auto-resolved by chatbot (%) 40% 35% 42% 28%

Increase AI-driven upsells Conversion from recommender (%) 15% 13% 16% 11%

Shorten model deployment Lead time to production (days) 14 18 15 12

Improve model accuracy Production accuracy (%) 92% 90% 93% 88%
INTERNAL
PROCESS Expand workflow automation Workflows automated by AI (%) 70% 65% 72% 60%

Lower inference latency Median latency (minutes) 80 95 85 78

Increase AI certifications Staff with AI certifications (%) 65% 60% 67% 55%

Expand AI ethics training Employees trained on AI ethics (%) 90% 85% 92% 80%
LEARNING
& GROWTH Increase hackathon output Hackathon ideas implemented (#) 8 6 9 4

Publish AI research Papers and / or patents (#) 10 11 8 5

BSC with Tracker BALANCED SCORECARD 11

 REVENUE
BSC WITH DASHBOARD
$706,855
Profit Margin 27%
Operating Expense $245M

FINANCIA
L

Current
Target

Trend
15% 16% 
SALES GROWTH
CUSTOMER

+14%
New Customer 58K
Return Rate 62%
Current
Target

Trend
87% 85% 

PROCES
S
Current
Target

Trend

3 2  CUSTOMER SATISFACTION

-7.3%
Net Promoter Score 36
LEARNIN Response Time 3.8Hrs
G
Current
Target

Trend

6% 5.5% 

BSC with Tracker BALANCED SCORECARD 12

 BSC WITH TIMELINE

Q1 Q2 Q3 Q4 KPIs Targets Projects

Accelerate AI projects revenue growth YoY AI revenue growth 15% RevStream launch
FINANCIAL

Boost AI subscription ARR ARR from AI SaaS $50M SubPrime expansion

Reduce model-serving cost Cost per 1K inferences < $0.07 InferOpt program

Increase AI-feature adoption Active users on AI features 60% Onboard AI sprint

CUSTOMER

Raise NPS for AI products NPS score 75 VoiceLoops feedback

Shorten time-to-value Time to first value < 5 days QuickStart toolkit

Deploy end-to-end MLOps pipeline Model lead time to prod < 14 days MLOps 360 rollout
PROCESS

Integrate predictive maintenance Unplanned downtime < 5 hrs / qtr PredictFix deployment

Automate data label workflow Manuel labeling hours – 50% Auto label bots

Upskill staff in deep learning Training hours per employee 25 hrs DL Academy
LEARNING

Increase AI certifications Employees certified 65% Certification sponsorship

Innovation hackathons Implemented hackathon ideas 6 / qtr Hack-and-build week

BSC with Tracker BALANCED SCORECARD 13

 Weight Value Target Absolute
Description Performance
Out of 10 Out of 100 Value Performance
FINANCIAL 4 68 100 67.70% 2.71
KPI 1 6 Financial Objective 1 85 100 85.0% 5.10

KPI 2 3 Financial Objective 2 45 100 45.0% 1.35

KPI 3 1 Financial Objective 3 32 100 32.0% 0.32

CUSTOMER 3 61 100 60.70% 1.82

KPI 1 5 Customer Objective 1 75 100 85.0% 5.10

KPI 2 3 Customer Objective 2 58 100 45.0% 1.35

WEIGHTED BSC KPI 3 2 Customer Objective 3 29 100 32.0% 0.32

SCOREBOARD
PROCESS 2 77 100 76.80% 1.54
KPI 1 7 Internal process objective 1 85 100 85.0% 5.10

KPI 2 2 Internal process objective 2 45 100 45.0% 1.35

KPI 3 1 Internal process objective 3 32 100 32.0% 0.32

LEARNING 1 95 100 95.00% 0.95

KPI 1 5 Learning Objective 1 95 100 85.0% 4.75

KPI 2 5 Learning Objective 2 95 100 45.0% 4.75

KPI 3 5 Learning Objective 3 95 100 32.0% 4.75

BSC Scoring BALANCED SCORECARD 14

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Strategy Maps Balanced Scorecard