Business

Mission
Mission statement is one statement in strategic planning that details what a company will do today to reach the companys goal, purpose, or mission (Strategic Planning). In a case analysis regarding the Burger king, it is found that the food retailer has following mission statement
We will be the best Quick Service Restaurant Business in the World in terms of Customer Satisfaction and Individual Restaurant profitability

(Grass Roots, 2010)
Regarding its mission statement, we see that as global food retailer, Burger King has consider that customer satisfaction become one key success factor that will power the continual growth. Figure 1 shows the annual growth of Burger King as the result of strong mission on customer satisfaction

Figure 1 Burger King Growth
Strategy
As international food retailer, Burger King understands that the key to record sustainable success is to create differentiation as key strategy. Another strategy of Burger King is to provide a consistent speedy service and to develop and maintain a great customer experience. As this strategy is copied internationally in other Burger King outlets, this present benefits for the company with steady growth as shown in the Figure 2.

Figure 2 Burger King International Operation
Three Objectives of Organizations Customer Service Perspective
Technically, many new modern management tools to help a firm evaluate their business process effectiveness. One of those tools is Balance Scorecard (BSC) analysis, which consists of financial measurement, internal business-process, customer perspective, and business learning and development. BSC are widely use by various background firm to evaluate their business process effectiveness. Using BSC, we measure business effectiveness not only base on its financial performance, but also several non-financial aspects, that also affect the whole business process performance (Hansen, 2003).

In the Burger Kings Annual Report, we find that the company has strong program to create new adventure for customers including the Adventures in Guest Service Propelled by our BK. This program is intended to generate I make the difference attitude that further will encourage providing exceptional service that keeps customers coming back. The customer satisfaction comes from the satisfied employees. Therefore, it is no surprise that guest satisfaction levels continue to rise markedly in every region.

As the internal-business process increases, customers-perspective can produce better product quality in order to meet the customer satisfaction. Once the customers are being satisfied with the company product and services, than the financial performance will automatically increase by increasing sales from its customer. I will discuss the first two perspective mentioned, while the two rest are outside from our topics discussion. This perspective is placed at the first stage of Balance Scorecard concept because it is important value contribution to the next phase of Balance Scorecard measurement perspective.

In addition, as customer satisfaction comes form satisfied employees, it is needed to develop employees program including the encouragement to keep innovate. Organization innovation process is simply valued by seeing the productivity rate of the research and development unit, inventing an innovation product that meet the customer requisition and satisfy their loyal customer. The time consumed to invent the new product development is also count as the integral part of innovation measurement.