trying to find measurements for a small BPO company
04/02/12 3:57 AM

Hi there.. im a student, who has been asked by my professor to ( as a practice) come up with a set of measurements for a theoretical BPO company.

The company is a customer service, IT outsourcing service, whos business model is one client = exclusive CS agent(s).
per today, theres been NO measurements taken, as the idea has been : " if the customer isnt sending us feedback, then all is good".

I am to set up a BSC for the company, but im unsure what values to put in..
here is what i know right of the bat...

-the company's vision is " we will be the leading value-adding contact services partner for small MLM companies using MLM software platforms. We will be a company where our unique knowledge adds significant value to our customers. We will be a family of professional service providers, and we will be a valued contributor to our society.”

i have the strategic , financial and social objectives with revenues , market share and expected revenues for 5 years ahead...

- the values of the company is supposedly:
Truthfulness in all that we do
Care for our customers
Integrity in our actions

performance bonus today is limited to attendance bonus... thats pretty much what i have ...

can anyone give me some ideas of how to proceed? .. i feel this is VERY slim information to work on....ive been told that , if i ask, ill get more info, but only on WHAT i ask.....

-vidar-