Balanced Scorecard (Kaplan-Norton Framework)
The Balanced Scorecard (BSC) is SweetNight DXP’s organizational alignment compass. Faithfully implementing the 4-dimension framework pioneered by Robert Kaplan and David Norton, it avoids short-sighted reliance on purely financial indicators. Within DXP, the scorecard is not a static deck—it is a live operational compass bound to production metrics compiled by Google BigQuery and Cube.js.
4 Core Quantitative Evaluation Perspectives
Canonical Metric Mapping (Cube.js Aligned)
All metrics are governed by the Cube.js semantic layer, ensuring single-source-of-truth definitions:
| Perspective | Strategic Metric | Period Actual | Target Baseline | Attainment / Status | Data Source & Formula |
|---|---|---|---|---|---|
| 01 · Financial | Omnichannel Net Revenue (MTD) | $44.88M | $41.40M | 108.4% 🟢 | com_channel_gmv_daily, net settlement |
| 01 · Financial | Blended Contribution Margin | 22.50% | 24.40% | 92.2% 🟡 | com_margin_attribution, less freight & CAC |
| 01 · Financial | Operating Cash Inflow | $6.25M | $5.80M | 107.8% 🟢 | ERP cash flow and overseas receivables |
| 02 · Customer | Net Promoter Score (NPS) | 68 pts | 60 pts | 113.3% 🟢 | Post-purchase 30-day survey sampling |
| 02 · Customer | Shopify DTC Repeat Purchase Rate | 34.20% | 30.00% | 114.0% 🟢 | mkt_klaviyo_flow_conversion, high-affinity repeat |
| 02 · Customer | Social Net Sentiment Index | +54 | +45 | 120.0% 🟢 | Multi-platform NLP sentiment polarization |
| 03 · Internal Process | Order End-to-End Fulfillment SLA | 3.8 Days | 4.5 Days | 115.6% 🟢 | Warehouse dispatch to FedEx scan |
| 03 · Internal Process | Days of Inventory (DOI) | 42.5 Days | 48.0 Days | 111.5% 🟢 | scm_warehouse_inventory_daily, inventory turns |
| 03 · Internal Process | 40HQ Roll-Pack Loading Yield | 580 Units/Cnt | 560 Units/Cnt | 103.6% 🟢 | mfg_rollpack_compression_fact, hydraulic packaging |
| 04 · Learning & Growth | Sleep R&D BOM Conversions | 3 Items | 2 Items | 150.0% 🟢 | ipd_material_bom_cost_trace, PCM/Springs |
| 04 · Learning & Growth | Active AI Models in Production | 100 Models | 80 Models | 125.0% 🟢 | MLflow / Vertex AI registry deployments |
Variance Analysis & Closed-Loop Triggers
When an indicator deviates from targets (attainment < 95%):
- Automated Alert Generation: Margin variance (-1.9pp) flags as an active operational Complication.
- Direct Tower Drill-Down: Click cards to navigate directly to the Commercial Tower or Digital Twin for causal analysis.
- Dispatch Review Work Orders: Operations Tower issues RACI work orders, convening commercial and SCM leadership for review.