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Write a minimum of a1,400-word strategic objectives summary. Include your balanc

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Write a minimum of a1,400-word strategic objectives summary. Include your balanced scorecard (table) and its impact on all stakeholders, and the communication plan.

Identify key trends, assumptions, and risks in the context of your final business model.

Develop the strategic objectives for your new division of the existing business in a balanced scorecard format in the context of key trends, assumptions, and risks. The strategic objectives are measures of attaining your vision and mission. As you develop them, consider the vision, mission, and values for your business and the outcomes of your SWOT analysis and supply chain analysis.

Consider the following four quadrants of the balanced scorecard when developing your strategic objectives:

  • Shareholder Value or Financial Perspective, which includes strategic objectives in areas such as:
    • Market share
    • Revenues and costs
    • Profitability
    • Competitive position
  • Customer Value Perspective, which includes strategic objectives in areas such as:
    • Customer retention or turnover
    • Customer satisfaction
    • Customer value
  • Process or Internal Operations Perspective, which includes strategic objectives in areas such as:
    • Measure of process performance
    • Productivity or productivity improvement
    • Operations metrics
    • Impact of change on the organization
  • Learning and Growth (Employee) Perspective, which includes strategic objectives in areas such as:
    • Employee satisfaction
    • Employee turnover or retention
    • Level of organizational capability
    • Nature of organizational culture or climate
    • Technological innovation

Evaluate potential alternatives to the issues and/or opportunities identified in the SWOT Analysis paper and table you completed in Week 3.

Create at least three strategic objectives for each of the four balanced scorecard areas.  Base your solutions on a ranking of alternative solutions that includes the following:

  • Identify potential risks and mitigation plans
  • Analyze a stakeholder and include mitigation and contingency strategies.
  • Incorporate ethical implications

Develop a metric and target for each strategic objective using a balanced scorecard format.

  • Example: a strategic objective in the shareholder or financial perspective is to increase market share. A metric to actually measure this strategic objective of market share increase is, "The percentage of increase in market share." The target is the specific number to be achieved in a particular time period. The target for the metric of "Increase market share" could be "Increase market share by 2% for each of the next 3 years" of an increase of 2% per year for 3 years.)

Outline a brief communication plan discussing how you will communicate the company's strategic objectives that includes the following:

  • Define the purpose.
  • Define the audience.
  • Identify the channel(s) of communication and why you selected that channel.

Format paper consistent with APA guidelines.

week one, week two, swott table and example on how paper should look attached.

Running head: ORGANIZATIONAL TECHNOLOGY INTEGRATION EVALUATION OF Nov. 1, 2010 1 Organizational Technology Integration Evaluation of Sysco Food Service of Denver


Different technologies used within an organization must be in alignment with the


organization?s vision and mission. In other words, the technologies used to accomplish the


objectives of an organization must serve to support the critical success factors (CSF) and


performance areas used when achieving the mission of the organization. An example of a


strategic tool used to accomplish alignment and an increase in performance is a technological


scorecard. The purpose for this paper is to create a technological scorecard that is used by Sysco


Food Services of Denver (SFD) to evaluate the different types of technologies used throughout


the organization. The paper will conclude with recommendations based on other organizations


best practices when integrating different types of technology.


Problem and Purpose Statements


Whenever an organization creates a strategic plan, management must clearly define a


problem and supporting purpose statement (Shane, 2009). For instance, management must have c


defined objectives when integrating a new technology with an organization. In the case of SFD,


management must evaluate how technology affects the other departments because all of the


departments within SFD are interdependent. An example of this interdependency is found


between the inbound warehouse and merchandising departments.


Problem Statement:


The senior management of SFD is unsure on how to strategically implement ?Project


212? by the end of the calendar year 2011, not to mention, there is resistance to this change.


Specifically, there are a number of senior level managers comfortable and afraid of the wholesale


change that is about to happen. Purpose Statement:


The purpose for the evaluation of technology integration within SFD is to evaluate the


different technologies along with the usefulness of these technologies in ?Project 212.?.


?Project 212? and Sysco Food Services of Denver


The Sysco Corporation is the largest distributor of food service products in the world


with 169 subsidiaries throughout North America and sales surpassing 37 billion dollars in fiscal


year 2010 (Sysco Corporation, n.d.). The Sysco Corporation is in the process of transforming


how they do business by reorganizing the autonomous structure of the corporation and its


subsidiaries. The entire corporation is undertaking an initiative called ?Project 212.? SFD is the


eighth largest subsidiary and the third largest contributor to pre-tax earnings within the Sysco


Corporation (Sysco Corporation, n.d.).


The purpose for this initiative is to consolidate and centralize many functions duplicated


in each of its subsidiaries, thereby, driving cost out of the supply chain, becoming more


competitive, and gaining market share by offering products at more competitive prices.


According to Bill Delaney, the president and chairperson of the board for the Sysco Corporation,


technology and employee buy-in will be critical to the success of ?Project 212? (Sysco


Corporation, n.d.).


The senior level of management of Sysco has to have a well defined vision so the


executive team began with starting with the end in mind to create the vision for ?Project 212?


(Chris S. DeWitt, personal communication, July 23, 2010). For instance, this executive


leadership team was made up of the senior officers and Sysco Board of Directors, who


understood the importance to the longevity of the Sysco Corporation to become more efficient


and competitive. The goal was set to reduce the corporation?s operating expense to a trending rate of 8.9% by the end of fiscal year 2013 (Sysco Corporation, n.d.). The same management


team understood the importance of communicating this to the entire organization while working


hard to keep all of the employees updated on this transition in an attempt to minimize negativity


and job insecurity during the transition.


The Model for Alignment in Technology


A socio technological system (STS) is a combination of people and technology (Berg


Olsen, Pedersen, & Hendricks, 2009). In otherwords, components of a STS can include software,


hardware, employees, customers, procedures, and physical surroundings. Some examples of


what makes up a STS in the food distribution industry are the warehouse, trucks, information


technology, employees, and customers.


According to Parker (2008), "call it a mission, goal, objective, or task, employees must


know why it exists and what him or her should be doing at the end of a meeting, by the end of a


quarter, at year's end, or perhaps five years from now" (p. 20). In otherwords, it is important for a


team to have a clearly defined purpose and understanding of what they are doing, not to mention,


trust in what they are doing. An example of communicating the progress in achieving the vision


of SFD is found in monthly presentations and an intranet site to all employees within Sysco. This


has helped to keep the employees informed and reduce the amount of negativity found in this




A vision of an organization includes what an organization wants to accomplish in a long


term period (Byham, 2010). For instance, the management of an organization needs to possess an


understanding of where the company will be in the short, medium, and long terms. Management


must ensure that the short and medium term goals are in alignment with the vision of the organization. An example of an objective within a vision is to reduce the corporation?s operating


expense to a trending rate of 8.9% by the end of fiscal year 2013 (Sysco Corporation, n.d.).


A mission consists of the core competencies that provide value, and the critical success


factors (CSF) are the tools used to accomplish the mission of an organization (Byham, 2010).


The mission for the Sysco Corporation and SFD have been to deliver the customer quality


product at the agreed upon price and delivery time. Some examples of CSF are the tractors,


trailers, laptops, sales representatives, and the other employees needed to accomplish the mission


of SFD (Appendix 2). According to Shane (2009) a core competency provides the ability to


create value from an organization?s activities. In otherwords, a core competency is used to


accomplish the mission of an organization. In the case of SFD the core competency was the


ability to provide the restaurateur with the ability to ?one stop shop.?


A performance area is the most important outcome of a CFS (Byham, 2010). In


otherwords, a performance area provides no direction and is very simple to understand, because


the goals made up for each performance area provides the direction. For instance, examples of


performance areas for a sales representative within SFD are those of sales, gross profit, and


collections. An example of a goal for a sales representative is to have a 15.2% increase of sales


by December 31, 2010. A key performance indicator (KPI) is a tool that monitors and provides


feedback on the attainment of goals, processes, and performance areas (Bansal, 2009).


According to DDI (2008), there must be alignment between the organization?s values and


mission statement. In otherwords, the values of the employees within an organization must be in


alignment with the values of the organization (Appendix 2). An example of a value that SFD and


the Sysco Corporation pride themselves on is that of integrity. SFD has resigned major amounts


of business because of the unwillingness to negotiate ?under the table.? The behaviors of employees are important concerning the successful achievement of an


organization?s goals and objectives (Byham, 2010). The successful use of behaviors is important


when concerning achieving goals, employee retention, and useful for training; the right behaviors


must be present to attain any goal (Appendix 2). Two examples of behaviors that have been


found useful in sales are those of adaptability along with planning and organizing.


Leadership is an important technology throughout all levels of an organization so to make


sure that there is alignment between the vision, mission, and goals of an organization (Shane,


2009). For instance, poor leadership during this transformation gives the opportunity for


employees to misinterpret actions taken by senior management. An example of this happened


when the Sysco Corporation bought a call center in April 2010 and employees in the credit and


accounting departments became depressed because the consolidation was going forward.


The Technology Scorecard for SFD


Business process reengineering (BPR) occurs when the processes within an organization


are reengineered to reduce lost sales, deliver products on time, reduce inventory costs, increase


margins, and gain marketshare (Bansil, 2009). An example of BPR is found within the Sysco


Corporation and SFD in the process of transforming how they do business by reorganizing the


autonomous structure of the corporation and its subsidiaries by the implementation of ?Project




A technological scorecard needs to have general metrics reflecting the KPI that make up a


performance area (Hoque, Sambamurthy, & Zmud, 2006). In otherwords, an organization?s


performance needs some type of categorization. Examples of four general metrics important to


SFD are the external customer, human capital, financial, and operational performance (Appendix


1). Solution mapping occurs when solutions for improvement are from KPI, therefore,


creating value drivers, solution architecting, and conducting a gap analysis (Bansal, 2009). For


instance, by using solution mapping the internal and external customer can evaluate


opportunities to improve the KPI, not to mention, gap analysis results from using this technique.


An example solution mapping for SFD occurs when vendors provide incentives to purchase


truckloads of food so that SFD is efficient in controlling freight factors and other costs associated


with inbound freight. Another example is the opportunity SFD has when purchasing items locally


by using a ?just in time system (JIT).?


A technology scorecard needs to have the KPI, data elements, data source, and type of


calculation (Brown, 2009). This is important because of the importance of consistency and


defined measures. For instance, when measuring performance integrity is essential in the


calculation of the measurement and corresponding KPI. An example of this gap is found in


calculating employee retention and employee turnover.


Technology in business can shape the strategies used to attain goals so there is alignment


with an organization?s mission and vision (Hoque, Sambamurthy, & Zmud, 2006). The four


strategies are to automate, empower, control, and transform (Hoque, Sambamurthy, &


Zmud, 2006). For instance, in the operational portion of the technology scorecard there is a


strategy to ?automate? because of an emphasis on productivity, processes, and the cost of doing


business. Under the metric of customer there is a strategy to ?empower? by evaluating account


penetration, customer satisfaction, and service level. Furthermore, under the metric of financial


the KPI of operating pretax and net profit before tax are examples of the strategy to control. The


last strategy of ?transformation? is found by measurements concerning employee retention that is


found under the metric of human capital. Recommendations for the Implementation of ?Project 212?


The basic belief of BPR is to cut out the steps within a process that do not add value


(Bansal, 2009). In otherwords, to reduce the cost of goods sold or increase customer satisfaction


shared job functions need to become consolidated or replaced by automation. An example of this


is found with the implementation of ?Project 212,? use of enterprise resource planning (ERP)


software and consolidating different job functions within the entire corporation.


Enterprise Resource programs (ERP) is an integrated software programs designed to


handle a multitude of organizational functions that make up supply chain management like sales,


distribution, human resources, and accounting (Davenport, 2000). In otherwords, ERP systems


represent information systems infrastructure that helps organizations manage key resources like


products, vendors, customers, and finances. For instance, the ERP systems used in ?Project 212?


will streamline processes while integrating the different subsidiaries throughout Sysco?s network.


ERP systems integrate information across functional boundaries; they have significant


implications in terms of redesigning organizational structures, business processes, and employee


hierarchies (Harley, Wright, Hall, & Dery, 2006). For instance, because of the autonomous nature


of the Sysco Corporation many departments will become centralized, therefore, reducing the


redundancy of job functions that will flatten out the subsidiaries that make up Sysco. An example


of this is the use of one credit department for three to five operating companies.


The correlation between organizational and cultural change is the participants? beliefs,


interpretive schemata, paradigms, and behaviors (Elias, 2009). In otherwords, the perception of


the employees within the Sysco Corporation and SFD will influence how ?Project 212? is


received, not to mention, the effect this has on the culture of the organizations. An example of this perception is found by many employees? whom believe that there will be more jobs lost than


what the plan is for.


For change to be successful in the short, medium and long term change agents must


clarify employees? perceptions for a change initiative to be successful (Duck, 1993). For


instance, whenever there is organizational change management must ensure employee


understanding. The transformation team within Sysco has published a newsletter titled ?What?s


Cooking?? In this monthly newsletter have been progress reports, updates, and calendar of




For a change of any technology or corresponding structure management must ask for help


and encourage employee involvement while sharing the rationale for the change (Byham, 2010).


In otherwords, employee buy-in can happen with open, honest, and sincere communication. For


instance, in the case of SFD there needs to be a culture of trust before change can successfully






A socio technological system (STS) is a combination of people and technology (Berg


Olsen, Pedersen, & Hendricks, 2009). In otherwords, components of a STS can include software,


hardware, employees, customers, procedures, and physical surroundings. Alignment, open


communication, and strategic decision making are essential ingredients for any organization to


achieve the vision and mission that has been set forth. In addition to this the culture of an


organization must support change and encourage employee engagement and involvement in all


aspects of the business. The technology scorecard is a valuable tool when ensuring continuous


improvement. Appendix 1


Technology Scorecard




Metric Data Elements Data Source Calculation 1. Account Penetration - Terr St YTD Account Penetration Account


Penetration YTD Account Penetration 2. Service Level YTD Potential Pieces


YTD Total Pieces Monthly - 13F


Monthly - 13F YTD Total Pieces / YTD Potential Pieces 3. Pieces per Error YTD Total Pieces


YTD Errors Monthly - 13F


Monthly - 13F YTD Total Pieces / YTD Errors 4. Customer Survey Customer Survey Score Customer survey Customer Survey Score for G&S customers 5. Sysco Brand Sales YTD Sales


YTD Sysco Brand Sales Monthly Brand




NSCABD-03 YTD Sysco Brand Sales / YTD Sales 6. Clean Invoices YTD Invoices


YTD Clean Invoices Monthly - 13F


Monthly - 13F YTD Clean Invoices / YTD Invoices Data Elements


YTD Payroll & Benefits


YTD Pieces Sold Data Source


Monthly - 24-29


Monthly - 13A Calculation 2. Climate Survey Climate Survey Score Climate survey Climate Survey Score 3. Projected M.A. Retention YTD Terminations


Average Headcount Monthly - 11C 1- (Annualized YTD Terminations / AvgHC 4. Projected Driver Retention YTD Terminations


Average Headcount Monthly - 11D 1- (Annualized YTD Terminations / AvgHC 5. Workers Compensation to Sales YTD Sales (Current Month)


YTD Work Comp Losses (Prior


Month) Safety Benchmark YTD Work Comp Loss (Prior Month) / YTD YTD Head Count


YTD Total Pices Monthly - 11P5


Monthly - 13F (YTD Total Pieces/100K)/YTD Total HC FINANCIAL


Metric Data Elements Data Source Calculation 1. Territory Street Sales Growth YTD Territory Street Sales Monthly - 13A YTD Terr St Sales - YTD Terr St Sales -1) / Y HUMAN CAPITAL




1. Payroll per Piece 6. Employess Per 100K Pieces YTD Payroll / YTD Pieces Reports YTD Territory Street Sales -1 Monthly - 13A 2. Projected Return on


Net Working Capital YTD OP PTX


Net Working Capital = Net Trade


AR + Inventory - Trade AP Monthly - 1


Monthly - 2


Monthly - 2 Annualized YTD OP PTX / Net WCap 3. Operating Expense to Sales YTD Sales


YTD OPEX Monthly - 1


Monthly - 1 YTD OPEX / YTD Sales YTD Sales


YTD OP PTX Monthly - 1


Monthly - 1 YTD OP PTX / YTD Sales YTD OP PTX


YTD OP PTX-1 Weekly


Weekly (YTD OP PTX - YTD OP PTX-1) / YTD PTX Pretax Return on Capital Qtrly MIB schedule Pretax Return on Capital Use PRV Quarter Data Elements


YTD Sales


YTD Delivery Expense Data Source


Monthly - 1


Monthly - 1 Calculation 2. Warehouse Expense to Sales YTD Sales


YTD Warehouse Expense Monthly - 1


Monthly - 1 YTD Warehouse Expense / YTD Sales 3. Pieces per Trip YTD Pieces


YTD Trips Wkly Pg. 3


Wkly Pg. 3 YTD Total Pieces / YTD Trips 4. Inventory Shrink to Sales YTD Sales


YTD Inventory Shrink Monthly - 1


Monthly - 13B YTD Inventory Shrink / YTD Sales 5. Cost per Case YTD Cases Sold


YTD OPEX Monthly - 13A


Monthly - 1 YTD OPEX / YTD Cases Sold 6. CPMH ? Delivery YTD Cases ? Outbound


YTD Cases Total Hrs ? Delivery Monthly - 11P3


Monthly - 11P3 YTD Cases - Outbound /YTD Total Hrs - Delivery 7. CPMH ? Warehouse YTD Cases ? Outbound


YTD Cases Total Hrs ? Whse Monthly - 11P2


Monthly - 11P2 YTD Cases-Outbound /YTD Total Hrs - Whse 4. Operating Pretax Earnings to


Sales 5. Operating Pretax Earnings


Growth 6. Return on Capital






1. Delivery Expense to Sales YTD Delivery Expense / YTD Sales Appendix 2 Figure 1 Alignment Model (Sysco Corporation, n.d.) References


Berg Olsen, J. K., Pedersen, S. A., & Hendricks, Vincent E. (2009). A companion to the


philosophy of technology. West Sussex, England: Wiley-Blackwell.


Brown, S.. Technology acceptance and organizational change: An integration of theory. Ph.D.


dissertation, Auburn University, United States -- Alabama. Retrieved October 28, 2010,


from Dissertations & Theses: Full Text.(Publication No. AAT 3394602).


Byham, W.C. (2010). Multisource (360) feedback that affects changes in leadership behavior.


Development Dimensions International Inc. Retrieved from, Ebscohost Database.


Duck, J.D. (1993). Managing change: the art of balancing. Harvard Business Review, 71(6), 109?




DDI. (2008). Feedback report: Fundamentals of leaderships (Sarah Survey). Development


Dimensions International Inc. Retrieved from, Ebscohost Database


Davis, J. (2010). Upping the return on your 360 investment. Development Dimensions


International Inc. Retrieved from, Ebscohost Database


Elias, S. M. (2009). Employee Commitment in Times of Change: Assessing the Importance of


Attitudes Toward Organizational Change. Journal of Management, 35(1), 37-55.


Harley, B., Wright, C., Hall, R., & Dery, K. (2006). Management reactions to technological


change: The example of enterprise resource planning. Journal of Applied Behavioral


Science, 42(1), 58-75.


Parker, G. M. (2008). Team players and teamwork. San Francisco, CA: Jossey-Bass.


Shane, S. (2009). Technology strategy for managers and entrepreneurs. Upper Saddle River, NJ:


Pearson Prentice Hall. Sysco Corporation (n.d.). Sysco Corporation. Retrieved from


Sysco Corporation (n.d.). dailyrpt-20100109-059-826-ALL.xls. Retrieved from


Tidd, J., & Bessant, J. (2009). Integrating technological, market and organization change (4th


ed.). West Sussex, England: John Wiley & Sons.


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