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Zomato HR Balanced Score Card: Zomato Food Delivery Application

The document is Zomato's HR balanced scorecard. It outlines their strategic objectives, key performance indicators, targets, and initiatives in various areas including financial, stakeholders, internal processes, learning, and growth. The objectives are to demonstrate accountability and efficiency, sustain mission financially, improve customer satisfaction, excel at internal processes, and enhance learning and development. Key targets include annual revenue growth of 80%, delivery partner hiring of 80%, absenteeism below 3%, and customer rating of 93.7%. Initiatives that helped achieve targets included cost cutting measures and a management staff leadership program.

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BHAVIK RATHOD
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1K views

Zomato HR Balanced Score Card: Zomato Food Delivery Application

The document is Zomato's HR balanced scorecard. It outlines their strategic objectives, key performance indicators, targets, and initiatives in various areas including financial, stakeholders, internal processes, learning, and growth. The objectives are to demonstrate accountability and efficiency, sustain mission financially, improve customer satisfaction, excel at internal processes, and enhance learning and development. Key targets include annual revenue growth of 80%, delivery partner hiring of 80%, absenteeism below 3%, and customer rating of 93.7%. Initiatives that helped achieve targets included cost cutting measures and a management staff leadership program.

Uploaded by

BHAVIK RATHOD
Copyright
© © All Rights Reserved
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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ZOMATO HR BALANCED SCORE CARD

Zomato Food Delivery application


MISSIO
N Discover great place to eat around you VISION To find out growing trend of socializi

STRATEGIC OBJECTIVES KEY PERFORMANCE TARGETS


INDICATORS

Demonstrate
accountability and % of annual revenue growth 80%
efficiency
FINANCIAL

To sustain our
mission financially, % Delivery men hired for
what should our rendering service 80%
focus be?

Absenteeism rate <3%

Overall Customer Overall rating of customer 93.7% good or


satisfaction care better rating
STAKEHOLDERS

How should we customer perception of


appear to our %of complaints resolved 98%
good food quality index
stakeholders?
delivery partners and
As per survey,
restaurant partners
>87.8%
engagement

golden level restaurant 6500 from 1.1


subscribers million

Processes are customer


% FSSAI license reconciliation
centered, focused on on admission 95%
quality and food safety
At which internal
processes should
INTERNAL PROCESSES

we excel to better
serve our
customers? Rate of accidents in process <5%

Health and safety safety 98%


compliance checklist completed

% Compliance with health


and hygiene policy 95%

Recognition to employees
who creates delightful 5 or more per
experiences month

Enhance and maintain a


Employee turnover rate <3%
healthy work environment

How should we % Performance


better develop our % Performance development 80% by end of
development plans
LEARNING

systems to serve plans completed quarter


completed
our customers?
How should we
better develop our

LEARNING
systems to serve
our customers?
# Grievances received and
# Grievances received and less than 24
resolved prior to resolved prior to arbitration hours
arbitration

Leader learning 100%


development Leader learning development completion
rate

*Recommendations:

1.Billing Process shoud be modified


because according to survey 19.7%
complaints received regarding billing
process mistakes
ORE CARD
n
o find out growing trend of socializing over food

INITIATIVES

96% annual profit growth achieved


by zomato which is above then the
target

Management staff leadership


initiative

Cost cutting drives adopted by


zomato so now 5000 cyclists are
also delivery partners of zomato

Good HR lead
Low Employee
Turnover rate
Good HR lead
Low Employee
Turnover rate

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