A furniture company delivered to its customers for years, but as furniture sales softened its management team searched for a way to regain a competitive edge.
The company implemented a scheduling program for its drivers and shortened their delivery window from six hours to two. Managers waited expectantly for sales to rebound, but they didn’t — they remained low. And when they investigated their customers’ experiences, the company was surprised to learn it had earned low marks across the board.
We’ll take a look at how this company responded to their challenges later, but their story demonstrates how balanced scorecards could have helped them avoid a fundamental business problem.